#Hotel##酒店人#
Since the birth of the hotel, the guest room has borne an important share of the hotel's revenue, starting from the original comprehensive hotel, the room can generally account for more than 30% of the hotel's revenue and more than 50% of the hotel's GDP.
How to create high-quality guest room products is a topic worthy of serious consideration by all hoteliers.
1. Pay attention to the trajectory of guests
The guest room is the area where guests have the most contact and stay for the longest time, and its comfort and cleanliness will directly affect the guest's stay experience. It is the job responsibility of every hotel room person to create a clean, hygienic and comfortable room environment for guests.
To do a good job in hotel room inspection, it is necessary to be guest-centric, and have a clear understanding of the guest's movement trajectory and focus in the guest room, that is: where do guests stay the most, what equipment is used the most, and what are the hygiene details that are most concerned about?
It has been observed that after most guests enter the guest room, the basic path should be like this:
Therefore, in the ward round, we should focus on the guest room equipment that these guests often come into contact with, and the specific inspection steps and requirements are as follows.
Second, the hotel rounds process and steps
1. Common sanitary dead corners in guest rooms - room doors
The door is the first checkpoint for guests to enter the guest room, in which the door lock, insurance, and anti-hotlink are the objects that should be checked, and the specific standards are as follows:
There is no loose door number plate, clear handwriting, and no dust on the door frame; Full Instruction Chart, Do Not Disturb Cards and Please Clean Cards in Place; The door loose page is normal (the door air drum is operating normally), the door lock is opened normally, the safety tongue is not out of order, and the safety chain, speculum, handle, etc. are intact.
2. Common sanitary dead ends in guest rooms - bedrooms
(1) Bed:
The bed is the item that guests touch the most in the guest room, and a comfortable and clean bed will undoubtedly bring guests a better experience, so during the rounds, you should pay attention to the following two points:
1) the comfort of the bed; Ensure that the paving method is correct; The bedspread is flat and neat; The pillow is fluffy and at the right height.
2) Bed hygiene issues: focus on hair and stains. The inspection steps are as follows:
Hair on the bed: Hair on pillows, comfort pads, protective pads, bed sheets, etc
Hair under the bed: Hair in the sanitary dead corner of the non-enclosed bed
Bed stains: sweat and blood stains on comfort pads, protective pads, pillow cores, etc
Under the bed: sweat stains, blood stains on the bed skirt
The reason for the long-term existence of these problems is that there will be a certain difference between the goals of cleaning personnel and basic management personnel, with employees taking efficiency as the first and managers as the quality as the basis. In practice, it is necessary to find ways to achieve efficiency and quality.
If managers want to realize the refined management of guest rooms and improve the quality of guest rooms, they need to use their brains:
1) Targeted spot checks: Targeted spot checks can be carried out according to the cleaning habits of employees. For example, regularly check the quality of the bedding that employees have packaged.
2) Regular special spot checks: If such problems are found to be frequent, it is recommended to carry out regular special spot checks, and take the hair and stains of bedding as the focus of spot checks and conduct regular inspections.
3) Establish a reward and punishment system with clear rewards and punishments, punish employees who violate hotel hygiene regulations, and set a model
4) SOP improvement: formulate or improve the SOP related to cleaning and maintenance, and do a good job of relevant training.
(2) Sofa:
Sofas/chairs are also a must-have. There are two main types of sofas in the hotel: one is that the cushion is detachable, and the cushion will often find hair, hairpins, coins, husks and other dirt when the cushion is picked up. The other is a fixed one-piece type, which has less hair than the corners.
The inspection criteria of the sofa are: no odor, no damage, no stains, no dust, comfortable to sit and lie down.
(3) Other sanitary blind spot inspection standards:
3. Common sanitary dead ends in guest rooms - bathroom
(1) Toilet:
The core of the bathroom is mainly reflected in two aspects:
1) Yellow stain on the reverse side of the toilet seat and the four corners of the inner wall of the base (easy to ignore)
2) Stains on the toilet seat and base retainer (need to be removed and cleaned)
(2) Miscellaneous
▌Summary:
The cleaning quality of the guest room is directly related to the overall product quality of the hotel: as the space and field where the guest experience stays for the longest time, the cleanliness level of the guest room is directly related to the overall evaluation of the hotel.
However, guest rooms are also a relatively weak link in management and monitoring, so there are often various "sanitary door" incidents. This puts forward higher requirements for practitioners and managers: we cannot only rely on the consciousness of employees on the cleanliness and hygiene of product quality and corporate life. However, after putting forward requirements and operating standards for front-line operators, establish the quality awareness of basic management personnel, not only to be able to operate, but also to adjust the direction of work according to the behavior and habits of employees.
I believe everyone knows the "Jiuyang Miracle" of making a house: entering, withdrawing, paving, washing, wiping, replenishing, sucking, inspecting, boarding! This is a standard room making process, and it is also the operating step of most hotels.
In fact, ward rounds also have their methods and sequences: "Twenty-four Proverbs" to share with you: first inside and then outside, sequential inspection up and down, left and right interlocking, different personnel, have a focus!