The most important function of the room management service is to maintain the required level of comfort and sanitary and hygienic condition of hotel rooms, as well as public spaces (halls, foyers, passages, corridors)

In terms of the number of employed personnel, this service is the largest hotel service. As a rule, up to 50% of all hotel employees work here.

The room management service is headed by a manager, to whom maids, floor attendants, supervisors, stewards and some other categories of workers report.

The main responsibility of maids is to clean the rooms, whether they are occupied or vacant. Room cleaning can be: daily, after the guest leaves, or general. Every day the maid performs routine and intermediate cleaning of the rooms.

Room cleaning is carried out in the following sequence: first, work is carried out in reserved rooms, then rooms that have just been vacated by guests are cleaned, and lastly, occupied rooms are cleaned. Cleaning should be done in the absence of the guest. If the guest is in the room, you must first obtain permission from him for cleaning.

The routine cleaning process consists of ventilating the room, cleaning and washing dishes, cleaning beds, bedside tables, tables, removing dust, and cleaning the sanitary facilities. The maid's responsibilities also include checking the safety of room equipment.

If the room consists of several rooms, the cleaning process always begins in the bedroom, then continues in the living room and other rooms. The work ends with cleaning the sanitary unit.

Daily intermediate cleaning of rooms is carried out as needed and subject to availability of cleaning conditions.

When cleaning a room after a guest checks out, the additional functions of a maid include: receiving the room, changing bed linen and towels, replacing information in the room.

General cleaning of the hotel rooms and the entire residential part of the hotel is carried out at least once every 10 days.

Depending on the type of hotel, each maid cleans and tidies from 16 to 20 rooms per day (17 rooms is the norm per maid in the United States). The time spent on cleaning depends on the ratio of vacated to occupied rooms, as vacated rooms take longer to clean. According to the standards of the Swiss Association of Hotel Owners for room cleaning, c. where the guest is still staying, 20 minutes are allotted, and 30 minutes are allotted for cleaning the vacated room.

Some hotels have a shift supervisor position who supervises a shift of housekeepers to ensure that the premises are cleaned to standard. The supervisor's responsibilities also include transmitting information about free and occupied numbers to the reception service.

In hotels of high service categories (luxury hotels) there are stewards who begin their work in the afternoon. The duties of the stewards include providing each room with fresh towels, making the room look elegant, and installing a retractable bed. This is a tradition for high-class hotels in America, which is strictly observed.

1. Introduction…………………………………………………………………………………..1

2. Composition of the service. Structure (schematically). Role in service………………………………………………………2

3. Cleaning work in the hotel……………………………………3

4. Quality control of cleaning and maintenance of residential rooms…………………………………………………………………………………...4

5. Job responsibilities of the room service manager………………………………………………………...6

6. Organization of work of attendants, maids, cleaners…………………………………………………………………………………...7

7. Organization of hotel linen management. Linen cycle………………………………………………………………………………….8

8. Stimulating the work of employees of this service………………..10

9. Conclusion……………………………………………………………...14

10. Applications………………………………………………………15

11. References……………………………………………………………………..17

Introduction

Each hotel sets itself certain objectives, the main of which, of course, is quality customer service. Achieving this task set for the hotel largely depends on how much the management has reached mutual understanding with the staff, how motivated the employees are and what kind of psychological climate prevails in the team.

The most frequently used means of communication in this case are: material incentives for evaluating performance results, a promotion system, a system of privileges, competitions for the best in the profession among employees and other material incentives. The response expected by the hotel management is expressed in improving the attitude of employees towards their work and achieving a favorable moral and psychological climate in the team and quality customer service.

The room management service is the service that makes this a reality. She organizes the work that the client sees and evaluates, by which he judges the entire hotel as a whole.

Largely thanks to the efforts of the administrative and economic service staff, the guest feels at home, surrounded by care and attention.

There is an opinion that work in this service is unattractive, unqualified, and not prestigious, unlike other departments of the hotel enterprise. Previously, in hotels, service was viewed as something secondary, not worthy of attention. All this took place, but has long since become a thing of history; the world's leading hotel corporations have come to the domestic market, which have long understood the role, place and importance of this service in the activities of a modern hotel enterprise. It is the work of a maid that a guest sees every day and much more often than the work of a receptionist, driver or waiter.

Service employees are of great value to the enterprise. At the manager's

This service has the same high status as the heads of other hotel services. Working in this department is a good starting point for moving up the career ladder.

Room management service. Composition of the service. Structure (schematically). Role in service.

The room management service provides basic hotel services, namely: ensuring the comfort of living, safety of life, health, property of residents and property of the hotel. The most important function of the service is to maintain the required level of comfort and sanitary and hygienic condition of hotel rooms, as well as public spaces (halls, foyers, passages, corridors).

The service includes a room maintenance manager, head. floor, senior maids, floor attendants, maids, cleaners. The service closely cooperates with the chief engineer service and the reception and accommodation service.

Residential premises include rooms. Public areas include the lobby, halls, corridors, passages, premises of services providing additional services, public bathrooms and showers. Office premises include service areas and transitions between them, office offices.

In addition, this service informs the reception service about the vacancy of rooms and their readiness for occupancy and the chief engineer service about the need to eliminate malfunctions in room equipment, accidents, and routine repairs. Workers included in the chief engineer's service help rearrange furniture in rooms, carry heavy loads, participate in loading and unloading operations when transporting linen to and from the laundry room, etc.

Scheme of the room fund operation service:

Operations Manager

number of rooms

floor manager freelance manager

laundry service workers

Cleaning services

(contractors)

floor duty officer

laundry staff

senior maids

manager

Washing section

maids cleaners

Cleaning work in a hotel

Cleaning work can be divided by type: dry and wet wiping, cleaning with a vacuum cleaner, washing floors, doors, windows, walls, etc.; according to the purpose of the premises being cleaned: cleaning of common areas, office premises, rooms. The latter, in turn, is divided into general cleaning, cleaning after departure, daily routine cleaning, and intermediate cleaning.

General cleaning is carried out once every 7-10 days. It is necessary to wash walls, heating appliances, doors, windows; Thoroughly vacuum the furniture, floors, and carpets. After finishing cleaning, carefully check the serviceability of all technical devices.

Post-check-out cleaning is carried out after the room has been vacated, with a mandatory change of bed linen.

Daily routine cleaning is carried out in the absence of the guest with the obligatory making of the bed. Bed linen and towels are changed according to standards that depend on the hotel category.

Intermediate cleaning is carried out in 4-5* hotels, includes cleaning the bathroom, making the bed, removing garbage, including ashtrays, and involves monitoring the condition of the residential room during the day.

Hotel rooms are cleaned by maids, and other rooms are cleaned by cleaners.

Room cleaning requires the availability of special equipment, cleaning materials and supplies.

Cleaning materials include cleaning and detergents; for cleaning equipment - buckets, brushes, dustpans, rags; for cleaning equipment - vacuum cleaners, floor scrubbers, maid trolleys.

There should be special rooms on the floor for storing cleaning supplies. At the end of the shift, maids must put all cleaning supplies in order and put them in the designated storage area.

The hotel economist sets the consumption standards for cleaning and detergents that are supplied to the floors from the warehouse, while the service manager issues a requirement for these products.

The hotel has the following sequence for cleaning rooms. Cleaning begins with airing the room. The maid then proceeds to clear the dining table; washes dishes and cutlery, ashtray, shakes off the tablecloth, puts food in the refrigerator or minibar. It is necessary to monitor the completeness of the minibar daily. It is not recommended to shake ashes from an ashtray into the toilet or sink, as this will damage the earthenware or porcelain. The next step is cleaning the bed. A blanket and pillow are placed on the chair. The feather bed turns over. The sheet is tucked under the feather bed on the inside, and under the mattress on the outside.

The blanket is tucked into the duvet cover, the pillow into the pillowcase. The pillow is placed on the blanket. It is necessary to ensure that the duvet cover and pillowcases are put on the front side. Shake the blanket in the duvet cover so that it takes the correct position, so that there are no empty corners and folds, and tuck it in with an envelope. It is necessary to use a blanket, spreading it in such a way that the outline of the blanket does not lose its shape

Using a vacuum cleaner, remove dust from the surface of that part of the walls that cannot be processed using a wet method. Using a wet method using detergents, the area of ​​walls covered with oil paints or washable wallpaper is processed; Dust is removed from equipment and lighting fixtures (external only), furniture and floors.

Cleaning the bathroom begins with the walls, then the shelf and sink are cleaned. Sinks must be washed both inside and outside, paying attention to the cleanliness of the siphon. Then the bath is washed. You should monitor the drainage of water from the bath, check the integrity of the chain to which the plug is attached, and check the operation of the water fittings. All chrome parts of the shower, as well as pipes, should be thoroughly wiped with a dry cloth. The walls, sink, and bathtub are coated with disinfectant solutions, preferably of liquid consistency, so as not to scratch the tiles, and wiped dry.

Toilets are washed first with hot and then with cold water using cleaning agents and disinfectants. The drain tank is checked. Then the maid washes the floor in the bathroom. Lastly, she cleans the hallway. If the room is multi-room, the cleaning sequence is as follows: bedroom, office, living room, bathroom, hallway.

After cleaning, the maid must check the serviceability of the room equipment, as well as the availability of advertising materials and information.

Each hotel room must have fire safety rules, an evacuation plan from the room in case of fire, rules for using electrical appliances, and rules for staying in the hotel. Depending on the category and standards of the hotel, the room may contain an advertising brochure, branded envelopes, paper, pens, threads, needles, and buttons.

When leaving the room, the maid must turn off electrical appliances, turn off the lights, and lock the room with a key. In the summer, you can leave the window or window sash open.

Quality control of cleaning and maintenance of residential rooms

The hotel category assumes that the rooms on the residential floor are equipped with the necessary equipment, furniture and inventory. The completeness of room equipment is strictly regulated by the “Classification System for Hotels and Other Accommodation Facilities.” In addition, the room should be cozy, that is, the interior of the room (arrangement of furniture, colors, presence of flowers, paintings) must meet aesthetic requirements and be pleasing to the eye.

The room must meet the requirements of the SES for the quality of cleaning, lighting, and noise level. All equipment in it must be in good working order, the condition of the furniture and bed linen must meet the necessary requirements. The necessary information materials must be available in the room.

All this is included in the concept of “issue content”. Quality control of cleaning and maintenance of residential rooms is carried out daily by the manager. floor or the one who is charged with these powers. In addition, the hotel administration can organize a commission to check the contents of the rooms.

The hotel can organize individual and team forms of labor organization on residential floors. Recently, hotels have given preference to the brigade form of labor organization. This form of organization, in contrast to the individual form, has a number of advantages:

The introduction of the team method made it possible to improve the organization of work on the floor;

Unattended rooms during the absence of one or another maid have disappeared;

Labor productivity has increased, because material interest has appeared;

The quality of work performed has improved, because control is carried out by the foreman;

Labor and production discipline has increased;

It became possible to achieve uniform quality of room cleaning, regardless of the qualifications of individual maids;

There is an opportunity to earn money;

Personnel turnover has been reduced, and the preconditions have been created for the influx of young personnel into the hotel business.

But before switching to a team form of work on the floors, it is necessary to do some work:

~ issue an order to carry out work on organizing teams;

~ create a commission (it should be headed by a director);

~ develop and approve the “Regulations on a specialized (or complex) team;

~ select foremen;

~ assign work volumes to foremen (room stock, cleaning area of ​​common areas);

~ establish a work and rest schedule for workers;

~ establish systems of material and moral incentives;

~ develop a summary document - a brigade passport;

~ establish a salary fund for the brigade based on the staffing table, current salaries and the “Regulations on bonuses for the brigade”.

If the team includes workers from different specialties (professions - maids, attendants, cleaners), then in this case a complex team is created. The end result of her work is not only high-quality and timely cleaning of rooms and public areas, but also the provision of paid and free services. A comprehensive team performs the entire range of work, ensuring a high level of service culture for residents on an assigned floor or several floors.

A specialized team includes workers of only one profession, for example, maids, and they collectively perform single-character work. The most optimal are teams of 7-8 people. They are compact, manageable, and issues that arise are quickly resolved.

Joining a brigade is voluntary. The teams are also part of the floor service and report to the floor manager. The brigade is headed by a foreman. An advanced qualified worker who enjoys authority and respect among the team members should be appointed as a foreman. He is appointed by order of the director. The foreman reports to the floor manager. The foreman is not relieved of his main job, but for leading the team he is given an additional payment in the amount of 10-15% of the salary established by the position.

The concept of labor organization includes a wide range of issues, including the placement of workers in a team, the layout of the team’s work area, division within the team, working hours and work schedules, the order of work, etc. For example, the foreman, taking into account the work schedule, determines the task for each team member for the working day, checks the quality of the work performed for the current day, monitors the serviceability of the equipment, and cleans the assigned rooms. The scope of the foreman’s work is determined by the team members.

The district SES, the Society for the Protection of Consumer Rights, and the hotel certification body monitor the maintenance of rooms in accordance with the instructions.

Job Responsibilities of Room Operations Manager

The job responsibilities of the room service manager are quite broad:

· He must know the regulatory documents on safety regulations; internal documents of the hotel (organizational documents, primary accounting documents, orders and instructions of the general director); price lists for accommodation and other services; room illumination standards; staffing standards, shift transfer procedures, etc.; location on the floor of shut-off plumbing fittings, electrical supply devices, fire extinguishing equipment and the ability to use them; know labor safety rules; call technical service personnel on duty to eliminate damage, know the telephone numbers of emergency services and civil defense services.

· Reports to the hotel director or general manager.

· Subordinate to him are the managers. floor, floor duty officer, maids, cleaners. This employee reports directly to the hotel director or general director.

· Is a financially responsible person. Maintains records and storage of material assets of the room stock. Maintains inventory records and warehouse records. Responsible for the use, storage, and accounting of linen on the floors. Draws up an act in case of damage to the hotel (see appendix 1).

· Keeps records of lost and forgotten items by guests.

· Monitors the technical condition of the rooms, promptly, in case of any problems, reports them to the reception service and the chief engineer service.

· Assigns and plans the scope of work (room stock, cleaning areas). Participates in the preparation of organizational documents of the enterprise, safety instructions, fire safety and monitors their implementation.

· Together with the hotel economist, calculates the number and professional qualifications of staff. Together with the head of the HR department, draws up vacation schedules. Draws up work schedules for service personnel, monitors the timely arrival and departure from work, and the presence of all employees at work. Draws up a time sheet, which is the basis for calculating wages (see Appendix 2)

· Draws up a plan for training and retraining of personnel, conducting practical classes, participates in training personnel in advanced work methods, use of new equipment, etc.

· Monitors the serviceability and availability of all cleaning supplies, the availability of necessary equipment in the workplace, cleanliness and order in the workplace, gives recommendations on the use of cleaning agents and detergents; issues requests to the warehouse in a timely manner to receive or replace equipment.

· Monitors the aesthetic appearance of all hotel premises and the area around it, the condition of the furniture, and its improvement.

· Personal contact with VIP guests.

Organization of work of attendants, maids, cleaners

The work of maids, attendants, and cleaners can be organized according to a schedule or involves an 8-hour working day with two days off per week.

These employees are classified as workers. Jobs in this group are classified as variable. These employees must be provided with equipped workplaces and uniforms; know and follow instructions regarding their duties, as well as safety and fire safety instructions.

Work can be organized in individual or team forms.

The number of employees is determined in accordance with the Headcount Standards. Maids may be assigned specific rooms, and cleaners may be assigned cleaning areas.

Some hotels have a shift supervisor position who supervises a shift of housekeepers to ensure that the premises are cleaned to standard. The supervisor's responsibilities also include transmitting information about free and occupied numbers to the reception service.

The maid cleans the reserved rooms first, then the guest rooms, and then the vacated rooms. The maid will find out information about available and occupied rooms from the reception service, or from the floor duty officer; in hotels abroad - from the reception service informant. The informant has information about occupied and vacant rooms, dirty and clean rooms, rooms, and rooms with technical faults. An Informant Log is maintained daily.

At the beginning of the shift, the informant makes printouts for the maids and supervisors, which indicate the room numbers and their status (dirty or clean, free or occupied). Maids from 9.00 to 10.00 bring reports on room occupancy (see Appendix 3). Based on them, the informant makes his morning report, which is drawn up in triplicate.

The informant draws up a report to the technical service, in which he indicates all the information about the malfunctions in the rooms. He also develops and draws up work schedules for service personnel. At the end of the shift, the informant schedules and distributes the work for the second shift. After 14.00 supervisors correct the status of the numbers. The second shift informant makes a control report.

The floor duty officer reports to the floor manager, and in her absence, to the duty administrator. The responsibilities of the floor duty officer include: ensuring compliance with the rules of residence on the floors, the internal labor regulations of the floor staff, receiving citizens into rooms in accordance with the administrator’s documentation, maintaining a list of residents on the floors (checkerboard), processing check-out with issuing a pass for taking things out of the hotel . When a room (space) is released, obtain a permit and hand it over to the administrator, preventing the room (space) from being idle. She is obliged to monitor the work of maids and cleaners regarding the high-quality sanitary maintenance of rooms and premises on the floor, as well as the condition of equipment, soft and hard equipment in the rooms and on the floor. She must also monitor the safety of linen, carpets, and equipment on this floor, and in the event of damage to property, promptly collect payment from those responsible for this under the act. She draws up a report on forgotten things in the rooms and deposits them with the manager, and is responsible for storing service keys to the rooms and other premises on the floor.

She provides additional services on the floor, processes payment and submits the money according to the report to the administrator's cash desk. The attendant keeps a log of all technical faults on the floor in the rooms and monitors their elimination.

She must also know the location of electrical switches, fire alarms, fire hydrants and fire extinguishers, shut-off valves, plumbing fixtures, and be able to use them if necessary. The duty officer must know the telephone numbers, emergency services, fire department, must follow the rules of etiquette, be polite and attentive. Must know a foreign language. In addition, she bears financial responsibility in the manner prescribed by law.

Organization of hotel linen management. Linen cycle.

To ensure the normal functioning of the hotel, the uninterrupted provision of beds and proper rest for clients, a rational organization of the hotel’s linen department is necessary.

The procedure for storing linen and maintaining linen. The hotel's linen management is concentrated in the central linen room (department of clean and dirty linen and darning), floor storerooms for clean and dirty linen, and in warehouses (new linen). The area of ​​linen rooms is specified in SNiP 79-78 “Hotels”.

All rooms where clean or dirty laundry is located should be painted with oil paint or tiled. The floors in the linen rooms are covered with linoleum. Sets of additional bedding (pillows, blankets) are stored in special cabinets.

When receiving and issuing clean and dirty linen, the same employee is required to have two different gowns for work. After receiving dirty laundry, the employee must wash his hands and change his gown. Every day, dirty linen from the floors is handed over to the central linen room by floor staff. The central linen room and storage rooms where clean and dirty linen are located must be cleaned daily with a 0.5% bleach solution, shelves (cabinets), staff tables must be wiped down, floors must be washed, general cleaning and washing of walls, doors, and ceilings must be carried out daily.

There should be no foreign objects or objects in the office premises. The linen must have a hotel mark.

New linen from the warehouse is transferred to the linen room using an invoice after it is marked. Transferring linen to floors bypassing the central linen room is prohibited. Receipt of linen from the central linen room to the floors is carried out in exchange for dirty laundry.

The hotel approves schedules for handing over used linen by floor to the central linen room and receiving clean linen. Exchange is carried out daily during all working hours from 10.00 to 18.00 with registration of the magazine in the central linen room.

Dirty laundry is stored on the floor in a separate room. Head on the floor, in exchange for dirty laundry, he receives prepared clean laundry, checks it according to the mark, and calculates it. The linen is lifted in a special trolley by a freight elevator to the floors, where it is placed on racks in the linen room according to the assortment.

If torn or poorly washed linen is found when making the beds, the latter is exchanged in the central linen room. Spare linen must always be stored on the floor in an amount of at least 30% of the number of places on the floor.

Linen work, equipment, washing clothes. The linen room must be equipped with an alarm, have a working elevator for distributing linen to the floors, and sewing machines for darning and embroidering linen. In rooms for storing clean linen, cabinets or racks are installed, the shelves of which are covered with oilcloth or plastic. Racks should have curtains to protect laundry from dust. In the laundry room there are wooden chests for storing it and sinks with hot and cold water.

Each hotel organizes laundry in its own way: some have a laundry room with specially trained staff, others enter into contracts for washing clothes with consumer service companies located outside the hotel. In the latter case, laundry is washed according to the schedule in accordance with the contract. Linen is handed over and accepted by count and weight, with labeling checked. All other conditions are regulated by the contract. As a rule, loading and unloading operations and transportation of linen are organized by the hotel.

Operation and disposal of linen. The room (regardless of its category) must have a set of bedding and linen: two pillows, a mattress, a blanket, an extra blanket, a bedspread, a sheet, a duvet cover, pillowcases. And also towels (for each guest): 1.2* - at least two, 3* - at least three, 4.5 - at least four to five, including bath towels (regardless of category), terry sheets in apartments hotels 3-5*.

Bed linen should be changed: 1* - once every five days; 2.3* - once every three days; 4.5* - daily.

Towels should be changed 1.2* - once every three days, 3-5* - daily.

Cotton and linen are considered the most economical to use.

Do not use dirty, torn or wrinkled linen. The size of the linen used must match the size of the bedding in the rooms. Linen accounting is carried out by the linen manager, who is the financially responsible person. Linen issued to the floor is registered with the MOL on the floor, which, from the moment the linen is received, bears financial responsibility for its safety. The linen manager conducts daily control over the movement of linen (receipt of new linen from the warehouse, transfer of linen to the floors, receipt of dirty linen, washing of linen and its write-off).

Operational accounting of linen manager. The linen room is kept in the Linen Logbook. The linen manager changes the overalls and uniforms of the hotel staff.

Linen that has become unusable is written off once a quarter by a commission, which usually includes the chief accountant, accountant, linen manager, and floor manager. Linen is written off according to its actual and physical wear and tear and at 100% accrued depreciation with the obligatory drawing up of an act indicating the amount of rags received and its subsequent recording by weight in the warehouse. Rags are used for cleaning work.

The hotel administration annually, in a timely manner, carries out an inventory of linen in the warehouse, in the central linen room and on the floors with a mandatory check of the availability of linen, the correctness of the label, quality, and the correspondence of the availability of linen with the data in the manager’s journals. linen room and manager floors. In addition, surprise linen availability checks are carried out throughout the year. If a shortage is established, measures are taken to compensate for the damage.

LINEN CYCLE:

Central linen

Clean room

Laundry room on the floor

Dirty Room Pantry

linen

Dirty room

linen on the floor

Stimulating the work of employees of this service.

Stimulating hotel employees relates to the field of staff motivation and is aimed at improving the quality of customer service, increasing professional skills, as well as encouraging them to make proposals in various areas of the hotel enterprise. For example, on the development and improvement of individual services. For this purpose the following can be used:

à training and professional skills competitions;

à opportunity for promotion;

à personnel certification.

à cash bonuses;

à praise.

1. The process of continuous training and advanced training of employees secures and retains people, and they become part of the hotel team. Learning is an ongoing process and should be part of every hotel's operations. This will make a favorable impression on guests, and employees will be even more proud of their hotel. As a result of training, hotel employees gain a sense of pride in belonging to the organization and satisfaction in their work, which contributes to better service to guests. Research has shown that service quality is inversely related to employee turnover. But if employees are not properly trained, then they are therefore unable to provide quality customer service. The inability to serve a customer well makes employees feel dissatisfied with themselves and their workplace and want to leave the hotel. Therefore, management's reluctance to invest in employee training programs leads to low productivity, high employee turnover and customer dissatisfaction.

Training is carried out mainly in 3 forms: individual(when each trainee is assigned an “instructor” who teaches the techniques and methods of performing work, as well as the rules for operating the equipment); group(which is used when training groups of workers in the same specialty, conducted according to a special program also by instructors) and coursework ( in the preparation and retraining of managers).

Currently, the “University of Hotel, Tourism and Restaurant Business”, “Russian Economic Academy named after. Plekhanov", "MGIMO" - Department of International Tourism and other educational institutions. In addition, the desire of employees to independently improve their qualifications should be encouraged in every possible way. For this purpose, various kinds of incentive bonuses are proposed for mastering the necessary skills. For example, bonuses for knowledge of foreign languages, for taking computer or accounting courses.

Professional skills competitions encourage employees to improve their skills, take the initiative to introduce new intensive work methods, and take a creative approach to work.

2. Promotion is a reward to an employee for quality service to guests, for his attitude towards functional responsibilities and towards work colleagues, and recognition of his merits. It is possible to retain a promising employee in a hotel only when he imagines the prospects for growth, each new level of which has a corresponding expression in monetary terms. For this purpose, advanced training programs or training programs are being developed to consolidate and develop any skills. Typically, an employee who intends to improve his social status participates in such programs. As a rule, these programs are organized by personnel services and take place without interruption from the participants’ production activities, after they have completed their main job. Thus, employees emphasize their personal interest in improving their professional level. This program must be regularly reviewed and updated to ensure that training is effective and produces appropriate performance results. This is also included in the responsibilities of HR.

In modern conditions, there are many offers in the field of professional training, both in price and in the quality of training. Therefore, HR services need to choose the right program and help the employee navigate the entire variety of existing programs, in order to select the one that best suits the needs of each employee.

3. Certification of personnel, which involves assessing the results of their activities, or as it is also called: accounting of labor results- This is another mechanism for increasing labor productivity in the hotel industry, operating along with interviews, testing, and observation. The personnel certification procedure is based on job descriptions and professional standards. The essence of certification is to check the compliance of the employee’s actions with the requirements of job descriptions and professional standards.

During certification, the employee’s business qualities are determined and conclusions are drawn about their suitability for the position held. The terms and schedule of certification are approved by the head of the organization and brought to the attention of employees at least a month before it begins. The certification is carried out by the certification commission. For each employee subject to certification, a characteristic is drawn up, which reflects: production activities, the employee’s qualifications, and his compliance with discipline. Next, the work of the certified person is assessed and an assessment of his activities is given.

The certification commission can make recommendations on the promotion of individual employees, rewards for achieved success, transfer to another job and dismissal from their positions. All this happens based on the voting results, after which the materials are transferred to the manager for decision-making. And then, within no more than 2 months from the date of certification, the head of the enterprise applies measures to employees that comply with the recommendations of the commission.

In other words, certification makes it possible to objectively assess the strengths and weaknesses of each employee and outline a program for further professional development.

4. Most remuneration systems for service in the hotel business are based on the achievement of certain financial results by employees, such as profit, cost, etc. Incentive systems can be based on achieving certain sales targets. But if hotel management wants to have customer-oriented employees, they must reward them for customer service results.

The calculation of tariff rates and salaries does not fall within the competence of personnel services, but they must participate in the discussion of such issues; the personnel service has the right to participate in the material incentives of the employee, the basis for which is the results of certifications, control checks carried out by personnel services or information collected by them from managers divisions. HR department employees submit information about employees who should be encouraged to the hotel management, and it is they who make the final decision on incentives.

Many salary issues are related to seniority. The general rule is that appropriate bonuses are paid for longer experience, because It is believed that an employee who has worked in one place for a certain period of time acquires and improves the practical skills and abilities necessary to carry out his production tasks. The longer the period of his production activity, the higher his qualifications and the greater his labor productivity. In this regard, bonuses for length of service are justified.

5. Praise is the simplest motivation tool, but it is underused. The effect of praise is many times greater than the emotional energy expended. You can praise an employee in various ways:

· orally in a private conversation, at a collective meeting, meeting or holidays;

· in writing: recording records of the employee’s achievements in his personal file, presenting a certificate, issuing an order on an information stand, placing customer reviews of gratitude about the employee’s work on an information stand or in some other place where all personnel can see them.

· Praise can take the form of giving different priorities:

Great powers;

Removing a good employee from the system of constant control;

Incentive horizontal translation;

Priority when planning work and rest time schedules.

The main goal of the incentive process– to form the labor behavior of the staff necessary for the hotel enterprise and maintain it at the level of self-reproduction, and to suppress or prevent undesirable manifestations in the labor behavior of the staff.

When developing an incentive system, one should take into account the fact that some components of the developed program will not perform the motivational role assigned to it, but, on the contrary, demotivational. They can significantly reduce or even ruin the employee’s initiative, as well as his interest in fulfilling his job responsibilities. Consequently, the motivation system and the entire organization of work in the company must be checked for the presence of such demotivators and, if possible, try to eliminate them.

Conclusion

The room management service or administrative service or floor service is one of the divisions of the maintenance department (the service has many names). This is the largest department of the hotel in terms of staff. It employs approximately 50% of all hotel employees.

The service is headed by the manager of the room management service or the chief castellan or the head of the floor service. The specifics of his official duties require organizational skills, exactingness, motivation and the desire to meet high standards. Daily maintenance of a huge number of living rooms in proper order requires great responsibility and punctuality.

Based on the results of surveys conducted among guests, it was concluded that cleanliness and order in the room is the number 1 requirement of guests. And indeed, the comfort of the bed, the quality of the bedding or the sanitary and hygienic condition of the bathroom worries the guest more than the depth of the pool or the color of the furniture upholstery.

In their activities, service employees use certain technologies and work in accordance with the service standards accepted by the hotel. The progressive service technology of this unit implies a clear order and perfect methods for cleaning residential rooms and public spaces. To survive in the fiercest competition and achieve success in the market, it is necessary to improve the work of all hotel services, and in particular the hotel room management service, introduce the latest technologies in the organization of room service and strictly follow high standards of cleanliness.

Master

Appendix 3:

Maid report

Receipt for the provision of additional paid services

Bibliography:

1. Skobkin S.S. “Marketing and sales in the hotel business”, Moscow Economist 2003

2. Kabushkin I. I., Bondarenko G. A. “Management of hotels and restaurants”, Minsk 2001

3. Arbuzova N. Yu. “Organization of services in hotels and tourist complexes”, Nizhny Novgorod 2001

4. Magazine “Hotel Business” Moscow Panorama No. 7 2007

The most important function of the room management service is to maintain the required level of comfort and sanitary and hygienic condition of hotel rooms, as well as public spaces (halls, foyers, passages, corridors).

This service is the largest. It employs up to 50% of all hotel employees.

The hotel guest services service is an independent division or part of the Front Office service. The staff of this service is constantly working with clients and performs the function of customer service. This service is headed by a manager who is subordinate to: doormen, bellhops, baggage handlers, elevator operators, concierges, couriers and drivers.

The work of this service is very important, although not difficult. When a doorman greets a guest, he is responsible for opening the door, calling a taxi, managing the parking lot, and guarding luggage. The doorman passes the luggage to the luggage carriers, who carry it into the hotel and then carry it to the rooms. The doorman must know the sights of the city and must help the guest navigate the city.

The bellman accompanies the guest to the room, carries his hand luggage, opens the room, checks its readiness, explains to the guest the rules for using the room equipment, and delivers correspondence to the rooms. In addition, the messenger is the eyes and ears of the director: he must report “to the top” all suspicious cases he notices.

Concierges perform many important services. They can be seen at a special table in the lobby. They help purchase and deliver concert tickets, book a table in a city restaurant, provide information about city attractions, etc.

Housekeeping staff should have as much information as possible about the hotel and its services and local attractions. The service department operates 24 hours a day, seven days a week, and is obliged to provide services to guests upon their first call. The responsibility of this service is to constantly update advertising information.

The room stock maintenance and operation services are included as structural divisions in the room stock management service (Figure 4).

Fig 4.

Room management services include:

The head of a service who supervises the work of all employees of this service. Responsible for the good performance of his department.

The deputy head of this service is responsible for the condition of the hotel rooms, prepares a report on the status of the hotel rooms, supervises the cleaning staff, and draws up a work schedule.

The dry cleaning director is responsible for the operation of the laundry inside the hotel and is the second deputy head of the housekeeping service. Responsible for providing the hotel with clean linen, as well as for fulfilling orders for ironing and cleaning clothes.

The floor attendant is the main head of the maid service, helps in placing clients in rooms, monitors the quality of cleaning of residential and non-residential premises, checks the cleaned rooms, draws up a duty log, and also draws up a report on malfunctions and the condition of the rooms. His responsibility is also to train staff and optimally distribute employees during general cleaning.

A maid cleans hotel rooms and prepares them for sleep. A maid must clean 10-13 rooms a day in high category hotels and 18-20 rooms in economy class hotels. The maid's duties include collecting items from the room that the client wants to wash or clean and transferring them to the appropriate services. The rate of room cleaning for one maid depends on various factors: the standards established by the hotel standards, the structure of the room stock, the hotel management, and the direction of service quality. Room cleaning has the following sequence: first, reserved rooms are cleaned, then rooms that have just been vacated are cleaned, and occupied rooms are cleaned last. Room cleaning in an occupied room is carried out in the absence of the guest. If a guest is in the room, you should ask him for permission.

The cleaning process consists of: washing dishes, ventilating the room, making the bed, removing dust from surfaces, cleaning the sanitary unit. The maid is obliged to check the safety of the equipment.

If the room has several rooms, then the bedroom is cleaned first, then the living room and the toilet. Hotel rooms are cleaned daily.

If the room has just become vacant, then the maid is obliged to accept the room, change bed linen and towels, and replace the information that is in the room.

Hotels have a supervisor position. He supervises the work of the maids and makes sure that all rooms are cleaned in accordance with the standards. He also transmits information about available rooms to the reception service.

Luxury hotels have a steward position who starts working in the afternoon. His responsibilities include providing each room with fresh towels, giving the room an elegant look, and installing a retractable bed. This tradition is observed in America.

Housekeeping Clerk - works in the hotel room stock and daily cleans corridors, elevator cabins and staircase areas, service and retail premises.

The night duty officer is responsible for units after the day's work is completed. He sums up the balance of transactions for the past day, checks whether all occupied rooms have been cleaned and whether all equipment in them is functioning. If necessary, checks alarms and security on floors.

The responsibilities of the customer service and maintenance personnel include:

1. baggage carrying and marking

2. sorting and transmission of correspondence received in the name of guests

3. ordering air, bus or train tickets

4. providing information on the schedule of urban, suburban and long-distance transport

5. accepting orders for organizing excursions, visiting museums, theaters

6. providing information about local attractions

7. providing guests with information and additional services

8. provision of cars for rent - with or without driver services

9. assistance in case of emergency

10. Carrying out small client orders

11. cleaning hotel rooms and premises

12. compliance with sanitary and hygienic conditions in the hotel, etc.

The room management service checks the room data with these reception services on a daily basis.

Detailed instructions have been developed for cleaning hotel premises. For example, for cleaning a room, such instructions in abbreviated form look like this:

Knock on the door of the room three times, making sure that the guest is not present, open the door of the room.

Open the window, remove the trash.

Make the bed, collect dirty linens, make fresh ones, wash your hands.

Wash the dishes, turn them upside down, cover with a towel.

Clean the bathroom, move from clean surfaces to dirty ones.

Close the window and remove dust, moving from top to bottom.

Cleaning the floor: first it is swept and then vacuumed.

Room cleaning takes 20-30 minutes, depending on the size of the room and its equipment. There are special safety rules that maids must follow: do not open room doors to guests who have forgotten the key in the room or to workers; Always keep your room keys with you and do not leave them on your work cart; when cleaning a room, the door to it should be open, but the entrance should be blocked by a work cart; The maid must report suspicious clients (not enough luggage, did not spend the night in the room).

In addition to cleaning the rooms, the housekeeping service is responsible for cleaning the halls, corridors, and restaurant premises. This work is performed by special staff using heavier and more powerful equipment than that intended for cleaning rooms. There are two cleanliness standards for hotel public areas: normal (daily cleaning) and prestigious (dust removed twice a day). In addition to daily cleaning, hotels carry out periodic cleaning of premises (for example, spring cleaning).

The room management service also includes a laundry service and a lost and found items desk. Before handing over the laundry to the laundry and upon receiving it from there, it is counted. In large hotels, linen is divided into three categories depending on the cost of the rooms. Clients' belongings left in their rooms are stored for three months. If the hotel has a playroom with governesses where clients can leave their children for a while, then this service is also part of the housekeeping department.

Introduction………………………………………………………… …………………...3
CHAPTER 1. ROOM SERVICE AS THE BASIC SERVICE OF THE HOTEL…………………………………………4
1.1. Types of hotel premises…………...…………………….……….4
1.2. The essence and functions of the work of maids……..………………….……..9
CHAPTER 2. TECHNOLOGY FOR PERFORMING WORK OF THE ROOMS OPERATION SERVICE AT THE ALPHA HOTEL...16
2.1. The history of the hotel. Organizational structure of management of the Alfa Hotel………......... .................................. .........................16
2.2. Characteristics of the operation of the number of rooms at the Alfa Hotel……………………………………………………………… ………………..19
Conclusion…………………………………………………………………….22
Literature……………………………………………………………………..23

Introduction

This work reveals in detail the importance of the reception service for operating rooms, as well as the features and main tasks of this service. Nowadays, every person knows that cleanliness is the key to health, but not everyone knows how cleanliness is maintained in hotels and tourist complexes, and not a single hotel can exist without this service.
A hotel is a fairly large enterprise that operates around the clock and therefore has high sanitary and hygienic requirements. Regardless of the category and level of development, the hotel must always be clean, as well as the area adjacent to it. This requires a huge amount of daily work from hotel staff. Therefore, it is important to know how best to organize and carry out landscaping and cleaning work, ensuring cleanliness in the hotel industry.
The room management service provides services to tourists in the rooms, maintains the necessary sanitary condition of the rooms and the level of comfort, and provides household services.
The purpose of the course work is to study the organization of operation of the hotel room stock.

The objectives of the course work are:

Study of types of hotel premises;
Study of the essence and functions of the work of maids;
Research into the history of the Alpha Hotel and the organizational structure of hotel management;
Analysis of the operating characteristics of the room stock at the Alfa Hotel.

CHAPTER 1. ROOMS SERVICE AS A BASIC HOTEL SERVICE

Types of hotel premises

Residential: rooms of all categories and household premises directly associated with them;
Administrative: the lobby with all its premises and communications, administrative offices;
Attendants; premises for public purposes and common use (cinema and concert halls, music salons, conference and meeting rooms);
auxiliary; utility and storage facilities (linen and laundries, inventory and repair shops, storerooms, warehouses, workshops with various inventory and technical equipment).

Room categories

Rice. 1.1. Types of room categories

Multi-room rooms (apartments) usually consist of three rooms: bedroom, living room, office. There are kitchenettes, two bathrooms, one of which is for guests.
Suites consist of two rooms (bedroom and living room). Equipped with high-quality furniture and equipped in accordance with the requirements of international standards.
Double numbers are pairs of rooms that can be connected into one through an adjoining door.
Standart room – standard equipment of one-room rooms depends on the category of the hotel and must comply with the requirements of GOST 50645-94 “Hotel Classification”.
The auxiliary premises of the hotel residential group include the lobby, corridors, floor halls and living room.
The lobby group includes: a lobby with a workplace for the administrator on duty, a cloakroom, a reception area, a passport office, a cash desk, and a service bureau.
It houses a communications agency, transport departments, kiosks selling souvenirs, perfumes, newspapers and magazines, and others. From the lobby there is an entrance to restaurants and cafes.
Vertical and horizontal connections, or communications, must be provided in the hotel building.
Horizontal connections connect rooms located on the same floor (corridors, passages, galleries, halls and others).
Towards vertical communications include: stairs and ramps, elevators and lifts for various purposes, in more modern hotels - escalators. Stairs are divided into main and secondary (service) ones.
The communication nodes connecting individual groups of premises are floor-by-floor halls near staircases, lobbies, foyers, and lobbies.
To the Administrative premises include: directorate offices, accounting, human resources department and others.
To the service premises include public catering establishments: restaurants, buffets, bars, cafes and snack bars. In total they are designed for the full capacity of the hotel. Typically, all catering establishments are under the control of the hotel administration.
Related businesses include: post offices, bank branches, international telephones, shopping kiosks, transport agencies, hairdressers.
Utility and utility rooms include premises for service personnel, workshops, storerooms, warehouses, linen rooms, and repair rooms.
Organization of cleaning work. A hotel is an enterprise that operates in a continuous service mode, and therefore is subject to high sanitary and hygienic requirements.
To carry out fast and high-quality cleaning in compliance with all sanitary and epidemiological standards, the hotel must have:

highly qualified professionally trained personnel;
complete equipment, modern cleaning materials;
modern types of harvesting machines and mechanisms.

floor staff should “be visible to the guest as little as possible”;
cleaning equipment and cleaning tools should not be left in common areas;
maids and cleaners should not be distracted by personal matters while performing cleaning work;

cleaning the area adjacent to the hotel;
cleaning the area of ​​the central entrance and lobby and some rooms of the lobby group (wardrobe);
cleaning of common areas: stairs, corridors, halls, administrative, service and utility rooms;
cleaning of rooms (residential rooms plus private units).

Table 1.1.
Cleaning work of hotel premises

The essence and functions of the work of maids

spring-cleaning
The purpose of general cleaning is the following:

Carry out a complete thorough cleaning;
Cover with cleaning those objects and places in the residential room that are not subject to daily cleaning after the guest leaves;
Carry out sanitary and hygienic measures that, according to the standard deadlines, coincide with the general cleaning;
Carry out cosmetic repairs in the room (touch-up, wallpaper, etc.);
Ensure that the room is suitable for occupancy by inspecting and identifying problems with various communication systems.

Washing the walls and wiping them dry;
Cleaning ventilation grilles;
Cleaning draperies, mattresses, feather beds;
Cleaning, washing windows and doors;
Additional work: washing floors, carpets, painting floors, polishing floors;
Mechanized cleaning of ceilings, walls, ventilation grilles;
Washing curtains;
Washing lighting fixtures.

Cleaning of reserved rooms

The purpose of cleaning work is the following: to ensure that the room is completely ready for the arrival of the guest who has booked this room.
In the chain of sequence of all types of cleaning work for the day, cleaning of the reserved rooms is carried out first.
This type of cleaning is carried out on the eve of the day of arrival or at night, on the day of the guest’s arrival early in the morning, once a day every day for a certain number of days before the guest’s arrival.

The scope of cleaning work for reserved rooms includes:

Dry wipe;
Wet wipe;
Wet floor cleaning.

This type of cleaning is carried out at the request of the resident for an additional fee.
The scope of express cleaning work includes:

Removing garbage from the room;
Cleaning and washing dishes;
Rearranged the bed linen;
Change of bed linen;
Cleaning private bathrooms: washing sinks, bathtubs, toilets;
Change of towels;
Floor washing or mechanical floor cleaning.

Cleaning technology for common areas

Common areas include: lobbies, halls, corridors, cloakrooms, administrative, service and utility rooms, staircases and places for recreation and public events.
The main feature of maintaining groups of these premises is the large flow of visitors. Most common areas are cleaned early in the morning, late in the evening or at night. During the day, common areas are cleaned as they become dirty.
The scope of cleaning work in common areas includes:

Washing floors with detergents;
Mechanized floor cleaning;
Cleaning glass, doors, grilles, window sills, mirrors;
Removing waste from trash cans, trash cans, and bins;
Removing dust and processing tables and counters;

Ventilation of premises;
Removing dust from chairs, sofas, coffee tables, mirrors;
Mopping all other floors and lobby areas as needed;

Cleaning of private bathrooms. The maid begins cleaning the bathroom after finishing cleaning the residential rooms.
Before starting cleaning, she must put on special clothing - a rubberized apron, rubber or caprolactam gloves, and a headscarf.
The bathroom is cleaned in the following sequence: mirror, glass toilet shelf and toiletries, washbasin, bathtub, wall tiles, toilet, bidet, floor.
The mirror is wiped with a damp cloth and then wiped dry.
The washbasin is rubbed with paste or other cleaning agents to remove dirt, washed with hot water, rinsed with a disinfectant solution, and rinsed again with water.
During routine cleaning, the tiles of the walls above the bathroom are wiped daily with a clean white cloth to remove traces of soap suds.
The toilet is cleaned last. To do this, the maid must wear gloves. First, pour hot water over the inner walls, then rub them with cleaning paste using a brush, rinse with hot water and rinse with a disinfectant solution. Also rinse the toilet lid and door handles with a bleach solution.
Rinse the rubber mat in the shower several times with cold water and then rinse with bleach.
After finishing cleaning, the maid checks the availability of toilet paper and branded soap in the bathroom, the serviceability of the razor socket and the cleanliness of the towels (if necessary, replace them with new ones).

Cleaning of public bathrooms. The daily cleaning package for public bathrooms includes:

wiping hanging glass shelves with mirrors;
washing washbasins, toilets, urinals;
wiping tiles around plumbing fixtures;
wiping doors and partitions, washing floors.

CHAPTER 2. TECHNOLOGY FOR PERFORMING WORKS OF THE ROOMS OPERATION SERVICE AT THE ALPHA HOTEL

2.1. The history of the hotel. Organizational structure of management of the Alfa Hotel

The Izmailova Alfa Hotel celebrated its 25th anniversary in 2005. Over the years they have experienced a lot and achieved a lot. The Alfa Hotel and cinema and concert hall are 100% owned by the Moscow Federation of Trade Unions. The remaining four buildings are part of a holding company where there is a controlling stake. Izmailovo is the largest complex. The hotels that make it up developed in different ways. In the last decade of the last century, the hotel completely lost the so-called social tourism in the interior of the country. During these difficult years, the load on the complexes was 18-30%. A positive role in its preservation was played by the fact that the Moscow Government was one of the first in the country to take the path of development and assistance to small and medium-sized businesses. In order to survive, for some period it was necessary to convert part of the room stock into offices, since such space simply did not exist in the city - despite all their demand. There was great demand for offices. At that time, various development projects were considered, in particular, there were very popular ideas of corporatization according to the formula of “people's enterprises.” The restaurants in the buildings looked like hangars in the truest sense of the word: they were designed to make it possible to feed 10 thousand residents in two shifts. Moreover, the tourist preferred to bring everything with him - both food and drinks. Almost no profit was withdrawn from the buildings.
Moreover, the Alpha Hotel became the first high-rise building in Moscow where the elevator system was completely replaced. The functioning of a hotel is influenced by many factors, including distance from the metro and parking. “Alpha”, due to its proximity to the metro, is in the most advantageous position. Tourists, before and now, most actively use this type of public transport. And, naturally, they focus on the hotel closest to him. Hotel "Alfa" has always focused primarily on the guest. It always kept its price level a little higher than the others, and yet it was in demand more than other buildings. Participation in exhibitions, signing contracts - and in this direction, Alpha, perhaps, also turned out to be one of the most advanced pioneers. She very quickly navigated the market, skillfully positioned herself, and received a wide response in the process.
The hotel in the first building began a major renovation of its room stock as soon as the economy picked up.
The floor-by-floor reconstruction made it possible to sharply increase the revenue side without losing it even in 1998. By this time there was already a regular customer. We introduced various automated systems – from internal “client-bank” systems to security and service ones. This also objectively increased the cost of rooms. The tourist contingent, which was shifting towards small and medium-sized businesses, also required a certain level of services, in which Alpha very quickly succeeded. We started with the basics: communication services, equipment multiplier, computerization. The work of the restaurant was carried out excellently and without any special investments at Alfa: it always attracted visitors with its high quality. And today it remains so.
Today a huge number of people say : « We didn’t expect such living conditions and service at Alfa!” . A person who reacts this way becomes our client for a long time. Cleanliness, order, comfort, good condition of the room stock, excellent restaurants, modern elevators - all this makes up the image of the hotel complex. In general, when it comes to service, there are no trifles.
etc.................

B. Service

From the point of view of guests, this service is the most important in the hotel, since the staff of this particular service works with clients in constant contact and performs all functions related to their direct service. 3

The service is headed by a manager, who is subordinate to doormen, bellhops, luggage carriers, elevator operators, concierges, delivery boys, and drivers (servicing rental cars and parking guests' cars). Due to the importance of customers' first impression of a hotel, the staff of this service has a special responsibility.

Doormen must have information about the services provided in the hotel, about hotel events (conferences, banquets), the location of the hotel and its surroundings.

While accompanying the bellhop, it is recommended to maintain a conversation with the guests. In this case, it is especially important to provide information about the services provided by the hotel, the availability and operating hours of a restaurant, cafe, bar, laundry, dry cleaning, swimming pool, and gyms. In the room, the bellhop should to some extent help the guest to settle in, i.e. explain (and at the same time check the serviceability) what works and how it works (lighting, radio and television receivers, air conditioning, telephone, minibar).

Concierges provide many important services to guests. They can be seen at a special table in the lobby or directly on the floors of the Grand Avenue Hotel.

Service department functions:

Meeting and greeting guests (Ushers)

Escorting guests to their rooms and delivering luggage, as well as assistance with placement in the room (Bellhops)

Concierge functions:

Purchase and delivery of tickets to theaters

Book a table in city restaurants

Order and delivery of railway, bus and air tickets, certificates of international, intercity and domestic transport

Reserving places in a hairdresser, beauty salon, making an appointment with a doctor

Information about local attractions, museums, exhibitions, shops

Help in emergency cases (for example, calling a doctor, lawyer, notary)

Carrying out personal orders for clients (purchases, visas, etc.)

D. Rooms Operation Service

In terms of staff, this service is the largest in the hotel. As a rule, up to 50% of all employees work here.

The room maintenance service at the Grand Avenue OJSC hotel is headed by a manager; Maids, floor attendants, supervisors, stewards and some other categories of workers are subordinate to him.

Maids do the cleaning.[see. Appendix No. 4] This is their main responsibility. Rooms are cleaned regardless of whether they are occupied or free.

Room cleaning is done daily, and after the guest checks out - general cleaning. Every day the maid performs routine and (if necessary) intermediate cleaning of the rooms.

Room cleaning is carried out in the following sequence: first, work is carried out in reserved rooms, then in rooms that have just been vacated by guests, and lastly in occupied rooms. Cleaning should be done in the absence of the guest. If the guest is in the room, you must first obtain permission from him for cleaning.

The routine cleaning process consists of ventilating the room, cleaning and washing dishes, cleaning beds, bedside tables, tables, removing dust, and cleaning the bathroom. The maid's responsibilities also include checking the safety of room equipment.

If the room consists of several rooms, the cleaning process always begins in the bedroom, then continues in the living room and other rooms, and ends with cleaning the bathroom. Daily intermediate cleaning of rooms is carried out as needed and subject to availability of cleaning conditions. General cleaning of the hotel rooms and the entire residential part of the hotel is carried out at least once every 10 days.

The Floor Duty Officer (Shift Supervisor) supervises a shift of housekeepers to ensure that the premises are cleaned to standard.

Functions of the room management service:

Maintaining the required level of comfort and sanitary and hygienic condition of hotel rooms, as well as public spaces (halls, foyers, passages, corridors).

Reception of the room, change of bed linen and towels, replacement of information materials available in the room (an additional function of the maids).

Transferring information about available and occupied numbers to the reception service

(floor attendant).

D. Food service

This division is an integral part of the hotel business, since there is no hospitality without a table. Hotel restaurants are not only the prestige and face of the hotel, but also the main source of profit (about a third of the income of the hotel complex). A hotel without a restaurant is just a “lodging house”; a person must first eat deliciously and only then sleep. 4

When organizing service in restaurants (cafes) of the Grand Avenue Hotel, the following food conditions are usually offered: full board (three meals a day - breakfast, lunch and dinner); half board (two meals a day - breakfast plus lunch or dinner); breakfast only (one meal).

The hotel pays special attention to breakfast service. Guests' day begins with breakfast, and its organization largely determines whether the start of the day for guests will be good or bad. Unlike lunch and dinner, almost all guests staying at the hotel come to breakfast. The following types of breakfasts are distinguished:

Continental breakfast. It includes coffee, tea or hot chocolate, sugar, cream (milk), lemon, two types of jam, jam or honey, a selection of baked goods, butter. On Sundays, breakfast is complemented with a cold egg.

Extended breakfast. In addition to the continental breakfast, guests are offered juices (orange, grapefruit, tomato), a platter of sliced ​​ham, cheese and sausage, egg dishes, yogurt, cottage cheese, dry cereal. During breakfast, most often there is a buffet service or the waiter brings a dish with cold cuts, puts it on the guests’ plates and leaves the dish on the table. Egg dishes are prepared to individual orders;

English breakfast. A classic English breakfast begins with morning tea or coffee (possibly hot chocolate) brought to your room. It also includes sugar, baked goods, toast, butter, jam, honey, preserves. Can be supplemented with egg dishes (scrambled eggs with ham or bacon, fried eggs on bread, omelet with ham or champignons, etc.), fish dishes, cereal dishes (oatmeal or soup with milk or water with sugar or salt). The English breakfast is served in the same way as the extended breakfast;

American breakfast. Additionally, regular drinking water with ice cubes, fruit juices, fresh fruit (grapefruit, watermelon, berries with milk or cream) or fruit compote (plums, peaches), cereal dishes (corn, rice flakes), a small portion of meat, pie are offered ;

Breakfast with champagne. The timings for this breakfast are from 10.00 to 11.30. Coffee, tea, alcoholic drinks (champagne, wine), small cold snacks and hot dishes, soups, salads, desserts are offered. The form of the offer is buffet. A champagne breakfast is usually served on a formal occasion;

Late breakfast. It is an alternative to breakfast and lunch. Provision time is from 10.00 to 14.00. Ingredients included in both breakfast and lunch are used: hot and cold drinks, buns, butter, jam, sausage, cheese, soups, hot meat dishes, desserts. The form of the offer is buffet.

When organizing breakfasts, lunches and dinners, various service methods are used: a la carte, a table, table d'hote, buffet, buffet service, service in hotel rooms.

There are special rules for serving guests in rooms:

the order (breakfast, lunch, dinner) should be served either on a tray or on a mobile service cart or table. The waiter must carry the tray in his left hand. The right hand should remain free to open or close the door, rearrange any object on the tray, etc. When moving along the corridor or passages, the tray is held at the shoulder and only before entering the room is it lowered to chest level;

You must first knock on the room and enter after receiving permission;

you should greet the guest(s);

if the guest is going to have breakfast in bed, the tray must be served from the side. If two people are having breakfast in a bed, a separate tray is provided for each;

when serving an order (breakfast, lunch, dinner) for one person, all items are placed on a tray in the same order as on the table in a restaurant;

if the guest is going to sit at the table in the room or on the balcony, then the table should be covered with a tablecloth. The tray can be placed on the table or all items can be rearranged from the tray to the table; The waiter should not stay in the room longer than required. You can only talk to a guest if he asks you something himself. In any situation, the waiter must be delicate.

Each department in the service has its own head, including a room service manager.

A restaurant, as a catering division, serves guests according to a menu, which is the basis of any restaurant concept. The professionalism of head waiters and waiters who are in direct contact with clients plays a big role in this.

Head waiter is an official in a restaurant whose responsibilities include directing the work of waiters, greeting guests and giving them a place at the table, monitoring their service, etc.

Buffet or bar service consists mainly of providing clients with alcoholic beverages. Bars may also prepare drinks for consumption in the restaurant. Such a bar is called a service bar.

The kitchen is the production center. Orders for the production of specific products come from the restaurant from the waiters (based on the menu compiled and offered to customers), as well as from the banquet hall, which operates on a pre-order basis. Chefs prepare the necessary dishes, and the main responsibility of management in this sector is to control the price and quality of the final product. At the same time, the main person in charge of food production in a hotel is, as a rule, a chef - a person who has received a special education that qualifies him as a professional cook.

Due to the long working hours, work is carried out in two shifts: from 7.30 to 15.00 hours and from 15.00 to closing.

Although management personnel do not always need to be present during the opening and closing of food establishments, some key employees (cashier or chef) should take responsibility for opening and closing food storage areas, turning on lights and equipment, setting up the cash register, etc. .P.

Food service functions:

Serving guests in restaurants, bars, cafes, as well as organizing and servicing banquets, presentations, etc.

Menu creation

Ensuring the supply of necessary input products