#酒店 ##酒店人#
56. What should I do when the waiter is required to make original records for the consumption of goods?
Answer: The content of item consumption includes the equipment and quantity managed by the housekeeping department, the inventory, consumption and requisition of the room beverages of the variety floor team, the inventory consumption and requisition of guest supplies and cleaning service supplies, etc. The forms used mainly include the article declaration form, the equipment account table, the article inventory table, all kinds of goods and the consumption of goods, the consumption of scrap registration form, the administrator should do the quantity, variety, price of various materials and supplies. Be clear and well-documented. It is conducive to the implementation of the economic responsibility system, and is conducive to the good management and good use of the materials, supplies and equipment in the guest rooms.
57. What should I do when the consumption of supplies and supplies in the guest room is large, there are many varieties, and it is not easy to control?
Answer: First of all, we must realize that the guest room supplies are the materials for the housekeeping department to organize reception service activities and provide excellent service to the guests, which reflects the grade and specifications of the restaurant, and directly affects the amount of operating income and economic income of the housekeeping department. Strengthening the management of materials and supplies, ensuring the needs of guests, and reducing consumption is one of the important tasks of housekeeping management. As a custodian, you must strictly abide by the procedures for receiving and distributing goods, report the quality of the goods to the department, ensure the supply of goods at the front desk, and make all kinds of original records, so that the goods are not lost or wasted.
58. The consumption of material supplies in the housekeeping department is managed by a quota, what should I do when implementing specific regulations?
Answer: (1) the consumption quota of material supplies is implemented to each floor, team, consumption quota is the basis of supplies management, according to the change of business volume (room rate) to form the floor, team quarterly, monthly, consumption quota.
(2) Strengthen daily management;
A: The team has a special person responsible for the management of materials and supplies (generally served by the foreman)
B: Establish a system of original records and statistics, and provide monthly and annual statistical tables to the department.
C: The actual consumption is announced by the team on a regular basis, and the reward and punishment system is implemented.
D: Establish other corresponding regulations, such as employees going through the staff channel and not bringing bags to work to prevent the loss of goods.
59. What should I do when I see a guest with limited mobility?
Answer: (1) Take the initiative and be ready to help at any time;
(2) Please ask the bellman to support or provide a wheelchair to the guest.
60. What do you do when you are cleaning your room and a guest comes back?
Answer: (1) You should greet the guests warmly, ask the guests for their opinions on whether to continue cleaning, the guests say they don't mind, you should operate as soon as possible, and end the cleaning work.
(2) If the guest has something to do, you should leave the house quickly and say "Sorry for the interruption". Wait until guests are out to clean up.
61. What do you do when the phone rings while you are cleaning your room?
Answer: (1) Because the room has been sold, the phone in the room rings, and the waiter should not answer it.
(2) Answering the phone by the waiter may cause unnecessary trouble.
(3) You may not use the guest room phone to talk or chat with others.
62. What should you do if you need to clean a variety of rooms of different types and room types?
Answer: The order of cleaning is arranged according to the room situation: the front desk and the guest order the room to be cleaned. Hang a "Sweep Now" sign on the door or VIP room. Walk to the guest room. Stay in a room. Long private room (ask for guest opinions, such as whether to clean in the morning, noon and evening). Vacancy. Please do not disturb the room.
Answer: clean teacups, glasses should be one flush, two washing, three disinfection, four cleaning, disinfection of the tea set neatly placed in the electrical disinfection cabinet, power on for 30 minutes to achieve the purpose of disinfection, and use the cup sleeve to cover the glass, the sterilized teacup can not have stains, tea dirt and fingerprints. The teacups in the guest room are disinfected once a day, and the teacups in the conference room are disinfected one at a time.
63. What should you do if there is a "Do Not Disturb" sign on the door of the guest room or a red light is on?
Answer: (1) There is a "Do Not Disturb" sign on the door, and the waiter should be careful not to disturb the guests.
(2) If the "Do Not Disturb" sign does not disappear after 12:30, you can call the guest to ask if they want to clean it.
(3) If the guest still does not need to tidy up, he should report to the foreman and make a record of the shift, and the room will be cleaned by the night attendant.
64. Guest room teacups and water cups should be disinfected daily, what should I do?
Answer: clean teacups, glasses should be flushed, washed, disinfected, disinfected, cleaned, disinfection will be neatly placed in the electrical disinfection cabinet, powered on for 30 minutes to achieve the disinfection goal, and the glass sleeve is set well, the sterilized teacup can not have stains, tea dirt and fingerprints. The teacups in the guest room are disinfected once a day, and the teacups in the conference room are disinfected one at a time.
65. What should you do when the waiter uses and maintains the vacuum cleaner properly?
Answer: Before use, check whether the vacuum body and straw are in good condition to prevent electric shock accidents or air leakage. When using, gently pull the handle to avoid colliding with furniture and walls, pick up paper scraps on the carpet, sharp and hard objects to avoid clogging the soft straw, and not absorb water, so as not to damage the machine. After use, the dust should be cleaned up, the fuselage should be cleaned, and the two machines should be sucked into the vacuum net regularly every week.
66. What do you do if the metal is dirty?
Answer: (1) After the metal instruments in the public area are wiped off the surface with a rag every day, then wiped repeatedly with a special detergent, and then polished with a clean cloth until polished.
(2) The metal handle of the bathroom is wiped with a dry rag when cleaning the bathroom every day, leaving no stains.
67. What should you do when the air conditioner is turned on correctly?
Answer: (1) Before turning on the air conditioner, the doors and windows should be closed to prevent cold (hot) air leakage.
(2) When using air conditioning, the horizontal grid of the air supply outlet is preferred, and the vertical grid is exhausted upwards as much as possible due to the heavy amount of air conditioning, so that the air conditioner can diffuse evenly and supply air (3) Clean the filter, when the air conditioner is turned off and then started, it will be stopped for at least three minutes before starting. The group guests are switched on one hour before their arrival, making them feel very comfortable when they enter the room.
68. What do you do when a guest checks out?
A: When a guest leaves the room, the attendant should quickly check the room for any items left by the guest. If you find any leftover items, you should immediately notify the lobby and return them to the guests, and at the same time check the water use in the room, report to the cashier, and check whether the equipment in the room is in good condition, whether all kinds of items are complete (except for disposable items), and report to the foreman or supervisor in time if there is a problem. After the inspection, the cleaning attendant will clean and arrange it for sale.
69. What should I do when maintaining furniture and curdling?
Answer: Wood furniture in the use should pay attention to moisture-proof, waterproof, heat-proof, moth-proof, often keep clean, bright and beautiful, to extend the service life also need to be waxed regularly, that is, first use a wet rag to thoroughly wipe the surface of the furniture stains and dirt, to dry, with a soft dry rag dipped in wax water, wipe repeatedly, until bright as new.
70..What should I do when using different types of detergents?
A: It is best to use a neutral detergent and not use a powdered detergent that is insoluble in water to avoid clogging the drain. Stubborn stains must be diluted with water in proportion to avoid damaging the surface gloss of wall tiles and utensils and prolong their life.
71. There are stains, oil stains on the carpet, what should you do?
Answer: There are small areas of stains on the carpet, oil stains should be removed with detergent in time to avoid the penetration and diffusion of stains, large areas of stains should be thoroughly cleaned by a carpet washer, too dirty places should not try to wash at one time, should wait for the carpet to dry and then repeatedly clean, the carpet on the gum should be removed in time, and different stains should be treated differently with different detergents.
72. What should I do when cleaning the glass of a high-rise guest room?
Answer: Wipe the window in a timely manner according to the change of weather, the most suitable for sunny and cloudy days after the rain, do not wipe the window under the scorching sun in summer, so as not to suffer from heat stroke; It is also not advisable to clean the windows in windy and snowy weather. When cleaning windows, you must fasten your seat belt, concentrate your spirits, do not look from east to side, look down at the ground, and pick up objects very carefully to prevent them from falling, destroying and injuring people.
73.What should I do if I receive a VIP reception notice on the floor?
Answer: First of all, you should understand the situation of VIP guests, check whether the room equipment is in good condition, whether the items are fully equipped, whether the hygiene is completely clean, adjust the room temperature according to the climate, prepare hot and cold drinking water, and give a fruit, gifts and business cards of the general manager according to the reception. Pay attention to the guests do not violate and special requirements, the room that has not been used for a long time should also change the bed sheets, towels and put the water in the bathroom until the water is clear, open the window for ventilation in a timely manner, if the guest arrives at night, should make a turndown.
74. What should I do when using an IC card computer door lock?
Answer: The computer door lock system is easy to use and has high security. At the heart of the new locking system is a microprocessor installed in the door, which is configured at the time of check-in as well as the code in the IC card used by the guest. And it can be changed at any time as needed. And there is a monitoring function. If a room is stolen, the manager can get a record of all the entries into the room over a period of time by simply checking the door lock system.
75. What should I do if I encounter a guest walking towards me in a public place?
Answer: (1) When meeting guests, you should smile and take the initiative to greet the guests, and regular customers should call them Mr. *, and the guests will feel cordial. (2) Take the initiative to give way sideways or slow down the pace, not just walk by yourself, turn a blind eye, and have a good gesture.
76. What should you do when you have an emergency and need to walk beyond a guest?
Answer: (1) First of all, politely say to the guest, "Excuse me, sir, can you please me?" "And then beyond.
(2) When traveling with two guests, do not walk between them.
(3) After overtaking, you should turn back and nod to the guest to express your gratitude.
77. What should you do when you are answering a work call and a customer comes in to ask?
Answer: (1) When you are answering a work call, a guest should nod and greet the guest and ask the guest to wait.
(2) End the call as soon as possible to avoid keeping guests waiting for a long time.
(3) After ending the call, you should apologize to the guest and answer the guest's inquiry carefully.
78. What should the waiter do in the event of a sudden fire?
Answer: (1) Call 119 immediately to take urgent and effective measures to extinguish the initial fire.
(2) Guide guests to evacuate, call the police quickly, and notify the security department.
(3) Protect the site and truthfully report the situation to the relevant departments.
79..What should floor attendants do to do a good job of anti-theft?
Answer: We must stick to our posts, grasp the entry and exit of guests, adhere to the guest registration system, indicate the entry and exit time of visitors, observe the situation of the items carried by the guests, understand the room situation, check and supervise the door of the guest room, and whether the windows are closed. Report suspicious persons in a timely manner.
80. What should I do if the automatic sprinkler is damaged and causes water spray?
Answer: (1) After hearing the alarm of the sprinkler system, you should immediately report to the monitoring room, security department and housekeeping department.
(2) Quickly close the sprinkler main valve.
(3) Then immediately return to the duty room and open the water valve.
(4) Check each room to identify the room where the sprinkler head is damaged, and then take measures.
81. What should I do if the guest complains that the air conditioning in the room is not working well?
Answer: (1) First of all, check whether the switch is turned on, whether there is air supply at the tuyere, if there is no movement, it means that there is something wrong with the fan coil unit motor, please ask an electrician to repair it.
(2) If the air supply effect is not good and the refrigeration and heating temperature is improper, it may be that the air supply switch is not properly adjusted, or the pipe is blocked, and the switch is adjusted or repaired.
(3) If the wind is small, it may be that the filter screen of the return air outlet is blocked and needs to be cleaned, or the position of the blades of the air outlet is improper and needs to be adjusted. After cleaning, if it cannot be solved in time, it should be changed with the guest.
82. What should the waiter do if the customer reports the loss?
Answer: (1) After hearing the guest's report, calmly persuade the guest to recall and find it again, protect the scene, and not go to the room to find it without authorization, so as not to cause unnecessary trouble and increase the difficulty of future investigation.
(2) Adopt a positive and helpful attitude to promptly and truthfully report the situation to the leadership, the Ministry of Security and the public security department.
83. What do you do when a guest is sick?
Answer: (1) When the guest is sick, the waiter should care about the guest, report to the infirmary in time, and the doctor will go to the room for treatment.
(2) Send more boiling water and contact the restaurant to send sick meals.
(3) If the condition is serious, you should be sent to the hospital or call 120 for emergency center ambulance in time to avoid delaying the treatment time, and if you are not accompanied by family members, you should temporarily accompany the care.
84. What should I do if my hotel guest suffers from an infectious disease?
Answer: (1) If you find that you are suffering from an infectious disease, you should immediately report to the infirmary and contact the infectious disease hospital for hospitalization.
(2) The tea sets and bedding in the rooms used by the guests should be strictly disinfected under the guidance of the doctor.
(3) Pay attention to confidentiality and try to notify the patient's family as soon as possible.
85. What should I do if a guest suspects that there is a camera in the room?
A: When in-house guests suspect that there is a camera in their room, the hotel can take the following actions:
(1) Treat the concerns of guests in a serious and professional manner, and arrange for professionals or relevant staff to conduct a comprehensive inspection of the room.
(2) Explain the hotel's security policies and measures to the guest, show the importance of privacy, and if necessary, assist the guest to report to the police and cooperate with the police investigation.
(3) If the guest is still uneasy, we may provide the guest with another room, apologize for the inconvenience, and compensate the guest according to the situation.
(4) Conduct an investigation of other rooms to ensure that there are no similar problems, and use this matter as a lesson to strengthen internal management and safety inspections.
