What does the job of a maid in a hotel include. Maid job description Testing hotel maids
One of the most important criteria by which the guest evaluates the quality of the hotel is its cleanliness. A dirty room can be a reason for a guest to move the hotel to the "Donotdisturb" category. Are there standards for cleaning hotel rooms and what is the secret language of communication with maids - find out the site in the article.
A hotel is a large organism, all parts of which require care, and cleaning is a fundamental element of maintaining order. It includes cleaning of lobbies, residential rooms, corridors, halls, living rooms, public, administrative, utility and industrial premises.
Hotel room cleaning standards are regulated and mostly the same for all hotels:
1. Procedure for cleaning residential premises
- booked rooms;
- newly vacated numbers;
- rooms with guests.
Consistency is driven by market logic. The rooms in which the guests are about to move in must be absolutely ready to receive them. The rooms from which the guests have left should be brought to a “marketable” condition as soon as possible in order to exclude downtime and loss of profit. Rooms with guests are cleaned last in accordance with the rules of the hotel.
2. Residential cleaning schedule
Depending on the class of the hotel, the rooms are put in order in accordance with the regulations. For example, in 1 * hotels, cleaning is not a mandatory service, which cannot be said about hotels of the 2 * -5 * class. The level of the hotel also regulates the change of bed linen and towels. 1* - at least 1 time per day, 2*-3* - at least 1 time per day, 4*-5* - daily. If you are interested in the types of beds in hotels and hotel categories, we recommend that you familiarize yourself with. Also in the everyday life of a hotelier there is the concept of general cleaning of the room, which is carried out in the absence of guests, on average, 1 time per day.
3. Toolkit
During the cleaning process, the maid uses a special trolley that has everything you need: a compartment for dirty things, clean bed linen and towels, an arsenal of cleaning and disinfecting products, an army of sponges and rags for all purposes.
Products included in the classic maid set:
- universal cleaners and detergents;
- disinfectants;
- means for cleaning certain areas: ceramics, metal surfaces, carpets, plumbing, floors;
- furniture and floor polish
- air freshener, etc.
4. Cleaning policy for occupied rooms
Each hotel maid is trained and acts in accordance with the instruction received. The most difficult category of rooms in terms of cleaning are rooms where guests currently live.
Common CCs that maids are guided by:
Cleaning takes place only in the absence of vacationers or in the presence of them by agreement;
- during cleaning it is necessary to ventilate the premises (open windows or air conditioning);
- when cleaning a multi-room apartment, first of all, the bedroom is cleaned, and the bathroom is the last one. Living room, dining room, office, hallway - in that order in between.
- it is forbidden to move/close books (magazines, booklets) of the guest, move papers and stationery;
- it is forbidden to close the room from the inside during cleaning - the door must be ajar;
- when cleaning carpets, it is necessary to ensure that the personal belongings of the guests do not get into the vacuum cleaner, ashtrays also require increased attention - often guests put rings, cufflinks, etc. there.
- when cleaning, it is strictly forbidden to stand with your feet on any furniture;
- before leaving, you need to check the absence of forgotten inventory in the guest's room.
5. Something about the secret language of the maids
In fact, there is no big secret here. For silent communication with the hotel maid, the system of door plates works flawlessly. "Pleasecleanmyroom" encourages staff to start cleaning your apartment, and "Donotdisturb" strictly forbids them from appearing on your side of the door.
At the end of the holiday, a nice, but optional gesture will be a tip for the service provided. Money can be left in an envelope or on the table with a corresponding note. The explanatory text is necessary so that the maid who comes to put the room in order does not have the thought that you have forgotten the cash.
You may also be interested.
The maid service maintains the necessary sanitary and hygienic condition of the rooms and the level of comfort in residential premises, provides household services to tourists (fundamental and additional). The service is headed by the Operations Manager or Deputy. hotel director. Maid service -//zpit: [website] - 2011. - URL: http://www.zpit.org/item306/
A typical composition of a facility maintenance team consists of:
main maid
shift managers,
shift supervisors
maids and workers
This is approximately 50% of all hotel employees.
The head maid receives a task, which she distributes among her subordinates. Its competence includes the distribution of work, taking into account the staffing table, as well as the performance of all administrative functions. The head of the housekeeping and maintenance service is responsible for the efficient operation of his unit, using techniques and methods that reflect the corporate policy of the enterprise, as well as relying on professional standards and job descriptions. The incumbent of this position is responsible for the cleanliness of the rooms and in public places that are within the area of responsibility of this unit. These tasks are carried out through proper training, motivation and supervision of the work of all service personnel.
The shift manager carries out the order of the main maid, as well as her duties in case she is absent.
Shift supervisors have double control over shift maids to make sure the rooms are cleaned to hotel standard and hotel brand. They transmit information to the porter service about free and occupied rooms. Leads teams of maids and cleaning staff. They are assigned a certain part of the room fund. He (she) is responsible for the quality of cleaning in this area of the hotel (both rooms and the area next to them). Inspects and reports and is responsible in all respects for the work of his subordinates.
The maid ensures the order in the rooms at the time of the guests' stay. After the guests check out, the maid hands over a clean room and informs the reception that the room is ready. Workers do the hard work: moving furniture, delivering clean linen, vacuuming corridors and cleaning floors. Daily cleaning of corridors, elevator cabins and stair areas, service, retail and storage facilities and other specialized or public areas in the vicinity of guest rooms. If necessary, helps the maids during general cleaning. Picks up dirty laundry from maids' carts and replenishes supplies of detergents from the warehouse. They are led by a floor attendant or a senior maid.
Since the main work of cleaning is performed by maids, we will consider the main duties, tasks and requirements for maids.
Professional suitability is determined during the trial period - the company reserves the right to resolve the issue without mutual claims within 3 months. The hotel and the applicant may, without any explanation, part with each other for the first time during the 3 days of the training.
Hotels prefer to take people without experience in other hotels. An individual training plan is drawn up for each candidate. It consists of standard procedures, is usually designed for two weeks and includes both theoretical and practical courses. In addition to purely professional moments, the applicant must be introduced to basic information about the hotel. At the end of the training, the girl is attached to an experienced maid (supervisor), and they work together for several days. After it becomes clear that the maid has mastered all the knowledge gained, she is trusted to clean the rooms herself.
Maid requirements:
· Ability to communicate with hotel guests and staff, as well as cleanliness and attention to detail.
A woman should not be overweight, as extra pounds will not allow her to move quickly and coordinate
Good vision (no hair or dust should remain in the room after cleaning).
Appearance requirements:
1. Uniform, traditionally consisting of a dress with short sleeves and an apron.
2. Black closed shoes with low heels, the heel must be fixed - these norms are dictated by the requirements of occupational health and safety (white and black shoes are allowed in Marriott hotels).
3. Perfume should be moderate, its absence is preferable.
4. Makeup neat and discreet. Bright color lipstick or varnish is unacceptable.
5. Stockings are certainly flesh-colored.
6. Hair must be clean and styled.
7. According to Marriott's internal corporate standard, maids are allowed to wear no more than 3 earrings and 3 rings on both hands.
8. Any tattoos on open parts of the body are prohibited, as they harm the company's image.
Standard working day for a maid
1. Receives a printout with the designation of the rooms to be cleaned and the keys from the supervisor.
2. Checks the completeness of the trolley: bed linen for 5-6 rooms, since it simply does not fit on the trolley anymore, towels, the entire set of guest supplies (suppliza): envelopes, letterheads, brochures, needles and threads, soap, etc. The cart is supplied with two bags - one serves for collecting dirty linen, the second - for garbage. A special basket (minty) is installed on top of the Caddy, in which there are all detergents, as well as rags, sponges, gloves. Also the cart is equipped with a support for the vacuum cleaner. It is very important that the cart rolls easily, as it is very heavy and it is not so easy to roll it from place to place all day long. In the West, electric carts are becoming more widespread - this greatly facilitates the work of the maid.
3. Cleans the rooms.
You should know and follow the following rules:
It is impossible to settle guests, to allow things to be put in an uncleaned room;
The cart in the corridor should be placed along the wall so as not to interfere with the free passage of guests and colleagues. Put the cart on the brake;
Cleaning only in the absence of guests (with the exception of a sick guest);
When cleaning the room, the maid should in no case be locked with a key. On the contrary, the door should be ajar;
You can not change linen in the presence of a guest;
You can not clean the room using towels for guests;
You can not sit in the presence of a guest;
Don't be alone with a guest closed doors;
Leaving the room during cleaning, it is necessary to close it;
When leaving the floor, you should not leave the cart in the corridor, you should lock it in the service room;
It is forbidden to use the telephone, toilet, shower, watch TV, smoke, eat, use the mini-bar, lie on the bed in the room for personal purposes and stay in the room without a good reason;
Do not leave the key in the door outside;
Always clean the room according to the same system;
During cleaning, it is forbidden to stand on the tables and the edges of the bath;
If you find small objects on the floor, you should pick them up and put them in a conspicuous place;
Fallen guest clothes should be picked up and hung on the back of a chair (not in a closet!) or neatly folded and placed on a horizontal plane (chair, armchair, sofa). There should be no clothes left on the floor;
It is forbidden to touch and shift personal items (except for the situations described above), business papers, guest electronic equipment, jewelry and money;
If you find large amounts of money, jewelry, substances with a strong odor, suspicious objects in the room in a conspicuous place, do not touch them and notify the duty officer / head of the SO and the security service;
Don't put anything in the wardrobe;
Personal belongings and guest items that are on an unmade bed should be transferred to a chair / sofa, make the bed and carefully fold over the bedspread;
The guest's shoes should be neatly arranged;
If you could not clean the room, because there was a “do not disturb” sign on the door, inform the duty officer before 15.00;
Do not open the room at the request of the guest with your key;
You can not let anyone into the room, except for the guest. If a guest enters the room while you are cleaning, you should say hello and politely ask for a guest card if this is not a frequent or regular guest and you know him;
Utility rooms should be kept closed (eg storerooms);
Remember: if you notice any damage, or something is missing from the room, immediately inform the duty officer.
Remember: The guest who enters the room must feel that he is the first to live in this room!!!
TYPES OF CLEANING WORKS:
One of the main indicators of the level of service in the hotel and factors contributing to the preservation internal elements buildings, are the proper sanitary condition of its premises, the timely and proper organization of cleaning work.
Cleaning work includes:
1. Cleaning of residential premises.
2. Cleaning of common areas: corridors, halls, stairs, administrative, office and utility rooms.
3. Cleaning of the area of the main entrance and the central hall (lobby).
4. Cleaning of the territory adjacent to the hotel.
To perform cleaning work, there are the following categories of service personnel:
Maids: living rooms
Cleaners engaged in cleaning premises and common areas (corridors, halls, stairs, lobby)
Cleaners of industrial and service premises, workshops and technical services.
Cleaning work in the hotel premises by type and purpose:
Cleaning of internal premises and common areas;
Sanitary cleaning. common areas and bathrooms;
Room cleaning :
Daily routine cleaning;
Room cleaning after the guest's departure;
Cleaning of booked rooms;
Spring-cleaning;
Intermediate cleaning;
Express cleaning.
The sequence of cleaning a multi-room suite:
Bedroom
Living room
Dining room
Cabinet
Hallway
San. node
The sequence of the types of cleaning work:
In the 1st turn, the rooms are cleaned at the request of the guests;
VIP guest rooms;
Then - booked rooms, because. guests can stay in them at any time;
Daily routine cleaning;
Evening service (evening turndown service);
Room cleaning after evening and night departures.
Any hotel - from a hostel to a luxury hotel - is a complex enterprise with big amount personnel providing comfortable living conditions for guests.
There are no trifles in the matter of maintaining and increasing the reputation of an institution - the first impression cannot be obtained twice.
That is why much attention is paid to the atmosphere, the general concept of the design of the premises, which also provides for a consonant style and color of the form of workers. The most problematic topic in this direction is the development of clothes for maids and cleaners - the largest functional unit of any hotel.
The main parameter is the convenience of the attendants. While doing her job, the maid does not have to worry about the fact that the clothes hinder movement, which means that they can be torn or wrinkled.
It is also taken into account that in the course of work the employee bends over, raises her hands high, uses detergents and cleaning products. Therefore, it is more convenient to make sleeves stitched in, designate the length of the dress below the knee, leave the length of the sleeve short or two-thirds of the length of the arm, and use trousers on a belt with a wide elastic band.
An important point: when using a dress or skirt as a uniform, the maid must wear tights, traditionally flesh-colored, and socks that match the color of the shoes are suitable for uniform trousers.
Fabrics for tailoring workwear for maids are mixed, because natural cotton and linen materials have increased wrinkling, which significantly worsens the appearance of clothing. A mixture of linen and polystyrene, shirt fabrics, modern "breathable" synthetics with the addition of bamboo or cotton are used.
The cut of clothes is preferably simple. Special decorative elements in the form of ruffles are not used and additional folds - allow only functionally necessary in style. And decorative elements are utilitarian additions - pockets and collars. Collars are diversified with contrasting piping, pockets with flaps, sleeves with lapels or cuffs.
The uniform for the maids in the hotel may look like in the photo:
Sanitary standards
Maid clothes should always be kept clean. For this several sets are created for each employee. During the shift, she has the opportunity to change an element of the uniform or the entire costume. Ideally, overalls should be washed daily, this is a requirement of sanitary and epidemiological supervision. Hence the choice of fabrics for the manufacture of forms - durable, retaining color and shape after numerous washes.
Workwear functions
Practicality shouldn't take precedence over design.. These two components should be successfully combined. A maid in uniform is a representative of the hotel, her appearance and clothes largely determine the image of the entire enterprise. A very good option is the use of elements of the hotel logo in the decor of clothes, this gives the establishment a status. Most often, the logo is applied in the form of embroidery on the breast pocket.
As a result, a certain color or combination of colors in the clothes of the staff should create a strong association with the hotel logo for the guests, and the latter with the institution itself.
Development and selection of uniforms for personnel
When choosing clothes, the style of the institution is taken into account. small hotels in small towns can afford the use of stylized clothing(national, by occupation of the local population, etc.). In larger hotels, classics are preferred with a very moderate modern touch, usually in the form of a choice of fabrics and fittings.
And of course, the days when maid uniforms were associated with role-playing attire of a decidedly frivolous nature are long gone.
Photos and types of clothing
Modern maids can be dressed in a dress, skirt or trousers. More and more hotel managers are inclined to the need to have for the maids a trouser set, and a skirt with a blouse or dress. All these uniforms for maids and cleaners working in a hotel are created in the same style, are interchangeable and allow you to perform professional duties without any problems.
Clothes for maids may look like in the photo:
More recently, the apron was an integral attribute of the maid's clothing. It was a small lace apron tied around the waist and covering the belly. The functional component of such a part of the maid's toilet was small, except to hide the tip. However, he was worn all shift, he played the role of a kind business card service personnel at this level.
A modern-style apron is more practical: it is an independent piece of clothing of different styles: an apron, a double-sided cape with ribbons at the waist or in the form of a tunic. All varieties are equipped with pockets - for keys and small items. It is worn over the suit to prevent contamination. It is made from easily washable materials and is not a permanently worn uniform.
Usually maids show up at work in comfortable and beautiful sets, and aprons are worn as needed, during the most dirty work. For this type of activity, protective equipment is also worn - at least gloves.
In large hotel complexes there are beauty salons, we will tell you what it might look like in a special review.
What are the requirements for modern negligees for a hairdresser, you can find out from this.
Where vinyl examination gloves are used, we will cover in this.
Storage and care
Clothing must be laundered daily. Each maid is provided with two to three sets of clothes. These can be costumes of different configurations: a skirt and a blouse, trousers and a tunic, a dress, trousers and a blouse, a T-shirt, 2-3 aprons of various configurations. In addition, the clothing set includes comfortable low-heeled shoes, matched to the color of the clothing or universal black/white.
Uniforms are washed in the hotel laundry and stored either centrally and issued on request by room, or in an individual maid locker - for easier access to clothing items during the day. The room where overalls and footwear are stored must be clean, dry and not allow extraneous odors to pass through its space, which can be absorbed into the change of clothes and spoil the image of the staff, and hence the institution as a whole.
With good care, clothes can last up to 3 years before showing signs of wear.
So, the main requirements for the uniform of hotel maids are:
- ergonomics(ease of use for the intended purpose and safety);
- presentability(maintaining the image of the institution, including the creation of an associative array);
- hygiene(ease of care, including washing and ironing), crease resistance;
- practicality(preservation of a kind of products after numerous washings).
Careful development of the concept of a maid costume, taking into account all the requirements, will ensure a stable positive reputation for any hotel.
Maid job from "A" to "Z"
In the December issue of the "Academy of Hospitality" we opened a series of publications about one of the most important parts of the hotel - the housekeeping department, focusing on the position of the maid as its key employee. Having considered, together with experts, the organization of the maid's work, room service standards, now we will understand the requirements for maids in hotels of different categories, the rules of conduct with guests, we will find out what is strictly forbidden for this housekeeping employee to do, and also consider the main criteria for evaluating his work
Anna Ovcharenko
The requirements of Ukrainian hoteliers for maids were developed gradually, mainly by copying the experience of foreign colleagues. At the same time, all components of the maid's work were taken into account: the number of rooms cleaned, the quality and frequency of cleaning, as well as the requirements for the appearance of housekeeping service employees. “Depending on the type of hotel, - says Anna Litvin, head of the Premier Palace Rooms Service (Kyiv), - each maid cleans and puts in order from 12 to 20 rooms per day (16 rooms is the norm for one maid in the USA). The time spent on cleaning depends on the ratio of vacant and occupied rooms, since vacant rooms take longer to clean. According to the standards of the Swiss Union of Hotel Owners, 20 minutes are allotted for cleaning the room in which the guest is still living, and 30 minutes for cleaning the vacant room. The maids usually work in two shifts: from 7.00 to 15.00 and from 15.30 to 22.00. The norm for one maid in Europe is 11-18 rooms per shift, depending on the class of the hotel, the size of the rooms and the type of cleaning (full cleaning after the client checks out or partial cleaning for an occupied room).
Victoria Nikolaeva, Hotel Manager at the Radisson Blu Kiev Hotel clarifies that the requirements for the number of rooms cleaned by the maid are prescribed in the internal standards of the hotel and are distributed according to the star rating in Ukrainian hotels approximately as follows: 5 * - 10–12 rooms; 4* - 15 rooms; 3* - 17–20 numbers. That is, the number of rooms to be cleaned depends on the category of the hotel, since their area and occupancy differ significantly. There are also two standards of cleanliness for all areas of the hotel - normal (daily cleaning) and prestigious (dust is removed twice a day).
Also, the types of cleaning work that the maid must perform have their own distinction. So, Anna Mishchenko, manager of the room fund operation service of the Business & Relax Hotel GoodZone (Dnepropetrovsk), details the following distribution of different types of cleaning:
General (held every 7-10 days);
Daily (conducted in the absence of the guest);
Intermediate (held in 4-5 * hotels);
Evening room preparation (conducted in 4-5 * hotels);
After check-out (carried out after the release of the room with a mandatory change of terry cloth and bed linen).
As a rule, hotels have approved general special safety rules that maids must follow:
Do not open the door of the room to guests who claim to have forgotten the key in the room, or to workers;
Always keep room keys with you, do not leave them on the work trolley;
When cleaning the room, the door to it must be open, but the entrance is blocked by a work cart;
The maid should report suspicious customers (little luggage, did not spend the night in the room).
As already mentioned, the higher the status of the hotel, the more requirements are placed on the appearance of the maids. In 4-5 * hotels, it is not enough to just be neat and dressed in uniform. Often such employees are prescribed detailed requirements for appearance. Anna Litvin gives an example of such requirements:
A complete set of uniforms is required: clean, ironed and in good condition;
Groups of employees working together should wear the same uniform;
All employees are required to wear a name badge, which is attached to the left; it must be of the highest quality and readable;
Jackets and shirts, dresses, vests should be worn buttoned up; only long sleeves are allowed in the service rooms;
The contents of clothing pockets should not distort its shape;
Tights for women are flesh-colored;
Shoes - with closed heel and toe, clean and in good condition.
Hairstyle and hygiene of employees:
Women's hair: no longer than the lower edge of the collar, otherwise they are gathered in a bun or neatly tied at the back;
Employees handling food, drink, or machinery must wear protective headgear;
Nails: clean (medium length) and painted only in neutral colors;
Women should not wear more than two rings, earrings should be discreet in style.
Among other things, top-class hotels have special requirements for the entire list of maid duties, so the individual stages of work are described in great detail (up to what color and type of napkins and sponges can be used in one case or another when cleaning).
For example, in the Premier Palace Hotel there is detailed instructions about how to properly make a bed. So, one of the types of bedding is the “French envelope”, the most common in warmer, European countries. “Follow this instruction if you are covering the bed with a regular blanket and bedspread. If you are using a quilt or comforter, you can place the comforter or comforter on top of the sheet without a duvet cover and place the pillows on top.
Lay the sheet on the mattress. If the sheet fits the size of the bed, there will be special corners sewn on its edges that you can put on the mattress. To properly wrap the corners of a regular straight sheet, follow the instructions described in the next paragraph.
Lay the bottom sheet on the mattress so that the edges of the sheet are (hanging down) at the same level on all sides of the bed. Gently fold the ends of the sheet under the mattress at the base and head of the bed. Tuck the corners of the sheet under the mattress on the side, and then tuck the sheet under the mattress along the entire length on both sides. The sheet should be well stretched.
Place another sheet on top of this sheet, align the edges, this time just at the base of the bed.
Lay out the blanket, align the edges only at the base of the bed.
Tuck the edge of the sheet at the head of the duvet, pull it back a little and tuck it behind the bed.
Put pillowcases on the pillows and place them on the duvet at the head of the bed. Lay pillows straight or prop them against the front headboard.
Cover your bed with a quilt, blanket, or bedspread.
When covering the bed with a blanket or quilt, turn the top edge of the bedspread back, put pillows, cover with a bedspread, leaving part of the bedspread tucked under the pillows.
Place decorative pillows on the bedspread.
Rules for communicating with guests
Of course, the maid must remain "invisible", but at the same time, getting into the field of view of the guest, be responsive, if necessary - correctly redirect him to various services, in whose competence is the solution of certain issues. There are certain rules for the maid to enter the room. So, before crossing the threshold of the room, the maid must make sure that the guest is not in the room. To do this, she must knock 3 times on the door and loudly name her department, if there is no answer, after 10 seconds it is necessary to repeat the procedure, and if there was no answer again, then open the door with her key and say the name of the department loudly again. If the guest is in the room, you need to ask when cleaning can be done.
When talking on the phone, the maid must pick up the phone no later than the third signal; smile to make the guest feel friendly; say a greeting: “Good morning (afternoon, evening), hotel management service, name. How can I help you?"; listen to the guest and repeat the guest's request or problem in your own words.
Directly when communicating with the guest, the maid must listen to the wishes and accept the order for services with full awareness of its importance for the guest. It is essential to smile and maintain positive eye contact as the maid is constantly on the “stage”. As noted Anna Mishchenko, the maid should be able to unobtrusively warn the wishes of the guest, but at the same time not be in a hurry to make promises to fulfill this or that request, if she is not sure that she can fulfill it. The maid on the residential floor meets the arriving guest only while standing, greets him first, ready to escort him to the room assigned to him. During daylight hours, the guest is invited to enter the room first, and the hotel representative, if necessary, enters second. If the room is dark, the maid comes in first, turns on the light and invites the guest without staying in the room for a long time. Politeness in a hotel also implies courtesy. The maid on the floor, without waiting for a request, will help a guest who requires special attention. If the hotel turns off the electricity or water supply for technical reasons, the maid will warn the guest in advance about this inconvenience, and, if information is available, will specify the time for correcting the problems. If she does not have such information, the guest should be informed that the responsible hotel services will solve the problem as quickly as possible. In a hotel, there may be cases when residents can emphasize their disdain for the service staff, in particular, for the maid. In such a situation, remaining correct means maintaining one's dignity and politely avoiding a dispute or disagreement. Even if the guest is 100% wrong, you should not prove your point of view. For a prestigious hotel, punctuality is an important form of etiquette: all services must be provided on time and in full. After all, there is no more tactless attitude to the guest than a “late” service. In the case when the maid understands in advance that at the time indicated by the guest she will not be able to clean the room or change the mahr, fulfill another request, the guest should be informed about this immediately, without giving unfulfillable promises in advance. Otherwise, failure to fulfill the request on time will be regarded by the guest as a problem with the punctuality of the attendants.
Of course, the rules for communicating with guests depend on the policy of the hotel, but in essence they pursue the main goal: the guest must become a regular customer of the hotel. In general, certain unified standards have been developed, which our experts talk about: Anastasia Samoilik, Andrey Reshetnikov, winner of the national competition "Master of Housekeeping" and Anna Litvin.
So, general rules communication with guests the following:
The main task of all employees is to create a positive perception of the guest of everything around the institution, the formation of a loyal experience;
Employees should practice service on the principle of "three steps away";
Always greet guests. If you have already seen a guest that day, you can simply greet him with a smile and a nod of your head;
Strictly adhere to the standards of appearance;
The posture and facial expression should show the guest that you are ready to listen to him and help him;
Always watch your posture (keep your back straight);
Move around the hotel only in steps (do not run);
Whatever you are doing, if a guest comes up to you, you must first of all pay attention to him;
In a conversation with a guest, look him straight in the eyes, talk in a calm tone;
When meeting with a guest, watch your gestures, do not make unnecessary movements, do not fuss;
If the guest has asked you for any request, emphasize that you are ready to help him with great pleasure (“of course, I will do it with pleasure”, “with pleasure”), fulfill the guest’s request quickly;
If you know the name of the guest, periodically address him by name, if you are sure that this will not compromise him;
Know how to listen to the guest: give the guest the opportunity to speak, do not interrupt him;
Never show the guest the direction of movement to the desired object, take the guest to this place (within the hotel);
Be very courteous with the guest, but at the same time do not switch to frivolous communication;
Be careful, accurate, giving him comprehensive information;
If you do not know the answer to a guest's question, do not be afraid to say: "Let me get the necessary information from competent persons";
Thank the guest for their patience if you are unable to help immediately and the guest needs to wait;
Thank the guest for reaching out to you with a request that you have complied with.
What Not to Do as a Maid
The manifestation of individuality in the image is prohibited, which means that deviation from internal rules and standards is unacceptable. In addition, according to Anna Mishchenko, the behavior of the maid should be consistent with the hospitality zone. It is impossible to give false information to the guest, if the maid is not sure about something, she is obliged to consult with the management or a person competent in this part, and only after that give any comments. You cannot open the room to the guest with your key without making sure that the guest really lives in this room; You should not be in the guest areas of the hotel without a business need.
Experts describe the basic rules for maids that they should not break.
The maid is prohibited:
Leaning against the wall, sitting on chairs and sofas intended for guests, correcting makeup, combing, adjusting tights, etc. (even if you think no one sees you);
Gather in groups;
Talk to other employees in an undertone;
Use a mobile phone, corporate communications in the presence of a guest;
Chewing gum and also eating;
Throw away guests' belongings. The only exceptions are those things that were thrown into the wastebasket by the guest. True, according to Andrey Reshetnikov, you need to be careful here, too, because due to the guest’s negligence, some items themselves may accidentally fall into the basket, for example, a bathing suit that was on a heated towel rail located above the wastebasket, and then accidentally fell into it. Or there are times when guests stack documents in a wastebasket;
Touch jewelry and other valuables. In case of discovery of jewelry left unattended, it is necessary to inform the manager about this;
Touch the medicines left by the guest;
Look at the things of the guest;
Open wardrobe and drawers;
Use the phrases “I don’t know”, “I can’t”, “I don’t want”, “I won’t”;
Excessively emotional comments about the guest, negative statements;
Discuss any situations and facts about the life of guests;
Discuss any information about financial activities enterprises and wages of hotel employees;
Discuss your personal and work problems with the guest;
Ask questions about his personal life;
Disclose any information about the current state of the room stock and the hotel as a whole, about current repairs in the hotel and the timing of their completion, plans for the modernization and reconstruction of the hotel, etc.;
Disclose any information about the essence and technologies of production processes;
Make any statements on topics that may concern the hotel, guests, partners, customers or employees of the hotel.
Criteria for evaluating work
The work of the maid should be controlled by the head maid, service manager, administrators, which helps to avoid mistakes and errors in work that may be made by maids due to the monotony and monotony of work. Of course, the quality of cleaning and service by maids is determined by conducting room inspections according to the algorithm or standard established by the hotel. Andrey Reshetnikov explains that a checklist (list of inspection items) can be used in this case. The most efficient system is to check all numbers daily.
Undoubtedly, it is very important to respond correctly to the results obtained and to work on the mistakes. Despite the thoroughness of such checks, the main criterion for evaluating the work of a maid is the guest's personal review left after check-out, as well as a constant test of the maid's knowledge. « An equally important point is monthly assessments that help identify weaknesses and gaps in the knowledge of the maid, Anna Mishchenko clarifies. - Also a very useful criterion for evaluating the work of services in the hotel is the "Guest Questionnaire" - feedback from the guest helps to give an adequate and unbiased assessment of the employee. In addition, you can get an assessment of the work of the maid by monitoring guest reviews on the Internet. Another way to check is to resort to the "mystery guest" service. It is also a good idea to participate in all sorts of competitions, such as the “Clean Hotel” and others, the competition in which stimulates the improvement of the quality of work not only of the maids, but also of the personnel who perform the function of control.” Anastasia Samoilik offers to hold various competitions among maids to increase the motivation of employees. They improve the quality of the work of the staff, raise the corporate spirit of the team, and also increase the level of respect for such an important position in the hotel business. After all, the maid not only ensures cleanliness and order in the rooms, but also has the opportunity to make an excellent impression on the guests. It depends on her - whether the guest will feel "special" and whether he will have the feeling that the service was excellent.
