Names of the number fund operation service. Room fund operation service: tasks, functions, values. The main services of the hotel enterprise

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

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 service is headed by a manager; maids, floor attendants, supervisors, stewards and some other categories of workers are subordinate to him.

The maids do the cleaning. This is their main responsibility. Rooms are cleaned regardless of whether they are occupied or free.

Room cleaning is daily, and after the departure of the guest - general. Every day, the maid performs the current and (if necessary) intermediate cleaning of the rooms.

Cleaning of the room stock is carried out in the following sequence: first, work is carried out in the booked rooms, then in the rooms that have just been vacated by the living guests, and lastly, in the occupied premises. 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 current cleaning process consists of airing the room, cleaning and washing dishes, cleaning beds, bedside tables, tables, removing dust, cleaning the bathroom. The duties of the maid also include checking the safety of the room equipment.

If the room consists of several rooms, the cleaning process always starts in the bedroom, then continues in the living room and other rooms, and ends with cleaning the bathroom. Daily intermediate cleaning of the rooms is carried out as needed and subject to the availability of cleaning conditions.

When cleaning the room after the guest's departure, the maid's functions additionally include the acceptance of the room, the change of bed linen and towels, the replacement of information materials available in the room. spring-cleaning of the room stock 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 puts in order from 16 to 20 rooms per day. The time spent on cleaning depends on the ratio of vacant and occupied rooms (vacant rooms take longer to clean).

The floor attendant (shift supervisor) supervises the work of the maid shift in order to be completely sure that the premises are cleaned in accordance with the standards. The duties of the supervisor also include the transmission of information about free and occupied numbers to the reception service. This position is not available in all hotels.

Stewards are available in hotels of high service categories (luxury hotels). They start their work in the afternoon. It is the responsibility of the stewards to provide each room with fresh towels, to give the room an elegant look, and to install (if necessary) a fold-away bed.

The room service together with the service of reception and accommodation, booking, guest service in the premises of the lobby group belongs to the main divisions. Cleanliness and order, in accordance with the expectations of the client, are the main sign of the comfort of hotel enterprises. An important function of the service concerns the provision of services in rooms, ensuring the necessary sanitary and hygienic condition and comfort of rooms, common areas (lobby, hall, corridor, staircase, elevator areas, etc.), monitoring the condition of room equipment, bed linen, uniforms of hotel workers. In terms of the number of employees in the hotel, the room service service is numerous - about 50% of the total service personnel.

Room service staff is one of the main in the formation of hotel revenues. Room sales make up a significant portion of the entire enterprise's revenue: for every $100 a customer pays for a room, $60 is net income, and $40 offsets the cost of maintaining the room. For comparison: in another significant division hotel complex- restaurant, income for every 100 dollars paid by the client for food, only 20 is net income, and 80 is spent on the purchase of food, inventory, staff salaries and other things.

To perform effectively production duties, the staff must be responsible, sociable, punctual, show courtesy in relations with clients, fulfill their wishes in accordance with professional obligations (this is advisable to do in the absence of a client in the room.

The hospitality of the accommodation facility in the work of the room service should be noted no less than other contact services. The guest at the hotel is only in the room, so he tries to get a living condition that is no worse than homemade, forget problems and enjoy new experiences. The service staff should always politely greet guests, keep the conversation going (at the request of the client), make them feel ready to help in the financial sense, such services have no price, but contribute to the growth of the authority of the institution.

In the activities of the room service service, a significant role belongs to the moral qualities of the staff - honesty, indifference to other people's things. Clients trust the staff, and it must justify this trust. Constant contact with personal belongings guests, including those with precious ones, should not be tempted to abuse. In European hotels, there is a bureau or a lost and found office, where the staff transfers all the speeches left by the guests.

And although the room service does not sell rooms, it purchases equipment, but is responsible for replenishing and updating inventory, equipment in the rooms and the non-residential part of the hotel. The duties of this service and - planning their expenses, which must be consistent with the total cost and filed a separate budget plan of the planning department.

The room service is headed by a manager in hotels of considerable size - the deputy director of the hotel for service. The manager of the service is subordinate to those on duty on the floors, the head maid, the head of the linen, the maids, the housekeeper, the supervisor, the steward, the seamstress, the cleaners (Fig. 62) 2):

Figure 62. Organizational and functional structure of the room service in hotels with a large capacity

Room Service Manager. Functional duties of the head of the service related to:

Quality control of service, condition of equipment and comfort in rooms, public and official premises;

Necessary measures aimed at maximizing income from payment for hotel accommodation, increasing the occupancy of hotel rooms;

Monitoring the system of tariffs for services in rooms, determining in cooperation with economic department and commercial service of the optimal tariff;

Efficient use of subordinate personnel and control in order to fulfill duties in a timely manner;

Organization of control and management of the operation of security systems in the hotel to ensure the safety of guests and staff, their property;

Selection of personnel capable of effectively performing functional duties in the service;

Preparation and analysis of reports on checking and forecasting the use of the number of rooms within 3 days, 10 days, 3 months and 12 months, which cover studies of booking, non-arrival, blocks no. Omer, "luxury", special offers for the purpose of constant control over the rooms, which ensures a high share of their employment at the most average cost of a room;

Careful control over consumables (detergents, bed linen, dishes, etc.), monitoring the market for consumables, concluding agreements on their supply;

Overseeing and managing the operation of the hotel laundry to ensure the efficient preparation of the clean linen needed to maintain the high standard of the rooms and the restaurant;

Coordination of work with other services (service of reception and accommodation, booking, engineering and operational, commercial);

Ensuring the improvement of the professional and qualification level of subordinates;

Regular inventory;

Maintaining the principles of high culture and morality in the team

Scientific qualification and personal requirements for the position of room service manager to:

Vocational training required activity profile in specialized educational institutions and internship in a hotel establishment for at least a year;

Knowledge of foreign languages of international communication;

Perfect knowledge of the technology of service in rooms, public areas of the hotel, performance standards functional duties service personnel;

Hotel security skills

The working day of the service manager often runs from 7:45 to 18:00. The working day begins with a check with senior night shift cleaners cleanliness of the lobby, recreation areas, corridors, the state of readiness of rooms to receive guests. After checking the premises of the hotel, the service manager checks the technical documentation - records in. The service log, reports for the previous day, analyzes the forecast of hotel room occupancy and specifies the number of guests who are leaving, arrived recently, are interested in arrival. GSR guests in order to ensure the necessary preparation for the reception. In the morning, the service manager organizes a meeting with the participation of the seniors on the floors, the head of the linen, the housekeeper, and other personnel of the service, determines the problems of the service, and gives an order. After the meeting, the head of the service checks the budget of the service, agrees on an order for the purchase of the necessary production materials, equipment, corrects repair work for the engineering and maintenance service. He also controls the state of the inventory of vacant rooms and outfits received from the operational services. The manager must take care of the educational and qualification level of subordinates, participate in the training of personnel, hired, organize and train the leaders of individual production units of the service, meet with applicants who want to get a job. During working hours, the manager must constantly keep in touch with the reception and accommodation services, booking services to coordinate problems with the filling and release of rooms, commercial department, laundry, on which the comfort in the rooms depends.

The service manager controls the maintenance of technical documentation related to the turnover of linen, chemicals maintenance of premises, hygiene products, inventory, technological household appliances, coordinates the work of service employees, evaluates their work, draws up work schedules, is responsible for the condition of furniture, room equipment, public and service premises, takes care of the aesthetic appeal of comfort rooms.

The head of the service is obliged to ensure the necessary measures in the work of the service to avoid theft. In some hotels, the maid is given a subscription to control customers and do not allow them to enter other people's rooms. According to the subscription, violation of this rule threatens the maid with urgent releases.

The head maid delegates the production tasks of the head of the service, coordinates the work of the maid team, and monitors the condition of the premises. The duties of the head maid include:

Distribution of production tasks according to professional requirements;

Organization of cleaning of rooms, common areas and office premises, keeping them clean and tidy;

Reception of rooms during the departure of the client;

Control over the safety of property and inventory in the rooms and common areas assigned to it, over the storage of linen, its condition, the technical condition of the equipment in the rooms and their office premises

Cooperation with the duty personnel of the engineering and technical service to eliminate technical malfunctions;

Clear control over the state of filling the rooms, promptly informing the reception and accommodation service, booking;

Receiving orders for additional paid services;

Regular inventory of property and inventory (at least twice a year) in assigned premises;

Maintenance of technical documentation for monitoring and evaluating the work of subordinate personnel and accounting for material and technical resources in assigned premises

The head maid must have experience working in a hotel, know the technology of service impeccably. In European hotels with their own standards of service, the authority of the head maid is extremely high, she teaches, transfers experience to new generations of bedchambers.

The duty of the head maid is to ensure a high level of comfort in the rooms. In some cases, her duties include resolving conflict situations between subordinates and clients. In special cases about services. IN /. R-persons can only be the head maid.

Housemaid. The team of maids is numerous in the structure of hotels. The maid cleans, ventilates the rooms, bathrooms, changes bed linen, monitors the availability of the necessary hygiene products in the bathrooms, trusts the condition of the furniture, the technical condition of household appliances, etc. The main task of the maids is to clean the rooms, regardless of their status - they are busy or free.

Professional and qualification duties of a maid:

Perfectly know the cleaning technology in compliance with the instructions and the procedure for replacing linen is established;

Be able to use technical cleaning equipment, know chemicals and how to use them for washing and cleaning;

To be tolerant, kind, honest in relations with customers, sociable and accurate, not to damage the equipment of the rooms and the technical means that are used in the work;

Fulfill the instructions of the head of the service, the person on duty on the floor, guests in accordance with the list of services;

In four or five star hotels know one foreign language international communication;

Control the logistics in the rooms, urgently inform the head maid or the head of the service about conflict situations with guests (theft, damage to equipment, inadequate behavior of guests in the room, etc.);

Notify the head maid or the head of the service about technical malfunctions in the room that may threaten the life, health, property of guests;

Control usage paid services in the room, register them and report to the head maid or reception for issuing an invoice;

Check room availability and promptly notify reception and accommodation service of changes in room status

Requirements for the individual characteristics of the maid:

Irreproachable appearance(to have uniform accepted at the hotel, always clean, ironed, neat hair, make-up, etc., use an identity identifier indicating the last name, first name, and position)

Age: significant physical activity and volume of work determine the age limits of 20-50 years old, the average age in European hotels is 20-40 years old;

Physical Characteristics: Pass regularly medical checkup, be healthy (in case of infectious diseases, the maid is not allowed to work);

Psychophysical data: to be balanced, affectionate, neat, quickly carry out professional tasks for guests

To work in a hotel Europe,. The US maid must complete the training at a special training course. In individual states -. UK,. Switzerland and other maids are prepared in specialized self-learning institutions. To get a job in a hotel, a maid must have a mandatory internship for 6 months. In fashionable hotels, they hire on the recommendation from the previous place.

depending on the type and class of the hotel establishment, each maid cleans from 16 to 20 rooms during the working shift. The number of rooms and the time for cleaning the room are determined by the standards of the country, trade union or individual hotel corporations, hotels. For example, in. The US cleaning rate per maid is 17 rooms per night. Greece - 14. According to the regulations. The Swiss Union of Hotel Owners, the arrival time of the room in which the guest lives is 20 minutes, the free room -. ZO x xv.

The standards in the work of a maid are significantly affected by the type of building, category, equipment of the room. Service in an apartment room costs twice as much effort and time, so the rate for cleaning such rooms is half as much. It takes a lot of time to clean rooms in old hotels and deluxe rooms.

In some hotel corporations, in order to save the salary fund and encourage staff, permanent rooms are assigned to the best maids. This approach to the organization of the technological process allows you to better study the rooms, organize service more efficiently, and reduce the number of supervisory personnel.

The duty of the maids is to guarantee the safety of guests and their property in the rooms. Life safety is associated with constant monitoring of the state of life support systems and household appliances. To avoid theft of valuables (jewelry, money, works of art, etc.) in the rooms, guests are offered, as already mentioned, special safes. The maid must inform about the probability of saving valuables for the time being, she controls the stay of guests in the room to avoid (in case of their inadequate behavior) a threat to the property of the hotel company and to the life and health of other guests.

The maid's working day starts at 8 o'clock and lasts 8 o'clock. Before the start of the work shift, she registers with the service manager or his deputy, receives a sector in the hotel, keys to the rooms for which she reports to. Key accounting log, and returns the keys at the end of the working day.

According to modern labor standards, a maid's working day lasts 8 hours over a 5-day working week. The maids work in three shifts and have an annual month's leave. In room service with different changes, the norms of maids can have significant deviations. Evening shift maids get rooms ready for bed, do significantly less work, and can run 2-3 times more rooms than the morning shift, which is more focused on day-to-day cleaning. The night shift is the least numerous in terms of the number of attendants and provides cleaning of service premises and common areas. Night shift functions associated with cleaning and cleaning carpets, curtains, dusting, wiping furniture, doors, window sills, railings, etc.

In the service management structure, the maid reports directly to the head maid, in general, to the service manager

The cleaning lady ensures compliance with the proper sanitary condition common areas - lobby, hall, corridors, stair areas, elevators, bathrooms, service premises area adjacent to the hotel. The duties of cleaners also include washing walls, windows, doors, cleaning and disinfection of equipment in public sanitary facilities.

Cleaners should not create inconvenience for guests, their presence should be hardly noticeable, and cleaning of common areas should be carried out with the least disturbance to guests. In the cleaning mode, the morning and evening hours are considered optimal.

Some large hotels in the structure of the economic service distinguish structural links - specialized teams of cleaners who perform certain functions in the care of common areas: cleaning carpets; curtain care; sometimes - cleaning of products from fabrics, furniture, etc.

The cleaners are subordinate to the head maid and the attendant on the floor

The linen manager is responsible for the safety of linen, uniforms and other fabric products used in the hotel, changes linen - gives out clean linen to maids and accepts used linen, checks the condition of linen, ensures its repair, restoration, delivers linen to the laundry and accepts it after washing .

The linen manager is a financially responsible person. Of great importance in her work is the control of working resources, and it is necessary to use them. A journal of accounting for the main working resources (room bills, uniforms, restaurant linen, etc.). The maintenance director should check the linen manager periodically.

The technological process of servicing the head of the linen necessitates constant communication with the commercial service, which provides the hotel with consumable resources, service departments - laundry, dry cleaning, tailoring and linen repair.

The castellan is subordinate to the head of the linen, prepares the used linen for washing, changes the linen upon delivery and receipt from the laundry, takes into account the type and quality of the linen

Seamstress repairs, darns and labels linen. In the management structure, she is subordinate to the senior linen, if necessary, she helps the housekeeper in preparing the linen for washing, sorting and issuing the maid to the maid.

Supervisor. In some European hotels, there is a supervisor position in the structure of the room service, who monitors the compliance of maids with cleaning standards. His duties also include transferring information about the state of the room stock to the reception and placement service. The supervisor reports to the head of the service.

Steward. The position of a steward exists in some hotels. US high category ("luxury", business hotels). Its task is to provide rooms with clean towels, replace fresh flowers, provide a neat look around the bed, and the room - an attractive aesthetic appearance. Often the position of a steward is occupied by specialists in design, interior design. Stewards start work in the afternoon.

Laundry and dry cleaning. Medium to large hotels in functional structure must-have modern laundry and dry cleaning with the use of computerized machines for washing, dry cleaning, drying t and ironing clothes and clothes. This link is managed by the laundry director, who more often reports to the room service manager.

In small hotels, the maintenance of laundry and dry cleaning is not economically efficient. The need for a special room or re-equipment of the room for a laundry is financially costly. It is often preferable to use the premises for conferences, recreational activities and others. The conclusion of a cooperation contract with a laundry at the same time determines the rental of bed linen in separate batches or by the piece. However, the experience of renting linen is not always justified: laundry facilities often supply poor quality linen. The best option for small hotel enterprises is to buy linen on their own and conclude a contract for it. Pruning and ironing. In any case, it is the duty of the room service manager to strictly supervise the hotel bedding.

Leading hotel corporations use automated systems to control the quality of bed linen. The economic effect of their use is significant savings financial resources, ehanization of heavy physical labor, multifunctional nature of functions. For example, the American hotel "Chicago Hilton and Towers" (the hotel has 1620 rooms) has a semi-automated system for monitoring the quality of bed linen, carries out its sorting, inventory. This system saves between $70,000 and $100,000 annually. If earlier 47 people worked in the hotel laundry, then due to the use of automated machines - only 1 machine - less than 17.

In the technological infrastructure of a hotel enterprise, the functions and place of laundry and dry cleaning are generally similar. For example, for the activities of these structural units, spacious premises are necessary, special equipment - washing, drying and ironing machines, equipment for automated sorting, assembly, computerized accounting, etc.

Technology Complications production processes due to the use of modern automated systems, chemicals increases the requirements for the position of the head of this link in hotels. He must know the technology and use of household chemicals, find typical problems and be able to localize them. Laundry and dry cleaning staff should have similar knowledge.

Hotel dry cleaners use special equipment for labeling clothes, which speeds up the sorting process and eliminates misunderstandings with customers. The guest puts his linen in a special bag r along with a completed form with a list of all things that are given to the dry cleaner.

The form of a list of things that are transferred to the laundry or dry cleaning is a weighty document for registering clothes. Behind him, a laundry or dry cleaning worker checks a list of the contents of the package. In addition, dry cleaners often attach an informant with a client code to things. Large hotels have special category workers who receive and register an order, provide delivery, determine the invoice, etc. The head of the laundry and dry cleaning should always initiate proposals aimed at improving the efficiency of these departments in order to increase the profit of the enterprise. Innovations may also relate to the introduction of new services - express laundry for an additional fee, starching clothes and more.

Laundry and dry cleaning are closely interconnected with other services and divisions of the hotel, including the reception and accommodation service, where customer accounts are transferred in the technological process, these production fields are subordinate to the room service, in financial transactions - to the financial and economic service.

Cleaning technology. Distinguish between daily cleaning of rooms, after the departure of guests and general. Every day, the maid performs the current and selective cleaning of the rooms, in the following sequence: first of all - in the booked rooms, then - in the rooms that are vacant, and lastly - in the occupied rooms they clean when the guests are not in the room, for this agree with the client on the cleaning time. If guests are in the room, cleaning permission must be obtained.

Routine cleaning includes airing the premises, cleaning and washing dishes, making beds, cleaning the table, nightstands, bathrooms, dusting, caring for flowerpots. The duty of the maid is to check the condition of the furniture and equipment of the rooms. If the room consists of several rooms, you need to clean first of all in the bedroom, then in the living room and other rooms, and finally clean the bathroom.

Daily selective cleaning of the room is most often carried out in the afternoon at the request of guests for a fee or if it is cleaning specified in the daily routine. The maid's duties are to take out the garbage from the room, clean and wash the dishes, wipe the dining table, change the bed linen, change the bed linen, clean the bathroom, prepare the bath, replace the towels, wash or mechanized floor cleaning.

All types of cleaning in the hotel rooms are carried out with the obligatory use of cleaning equipment and the necessary consumables. It is technologically expedient to use cleaning equipment, keeping them in proper condition - important measures in compliance with the norms of the sanitary and epidemiological regime.

If the guest has left laundry for washing, the maid passes it in a special bag to the head maid, and she - to the laundry. The head maid draws up a receipt with a list of linen, notes the cost of washing, and then puts a clean order form on the table and hangs a new laundry bag in the bathroom. If malfunctions of plumbing equipment, electrical equipment, water supply, household appliances are found in the room, it is necessary to submit an application to the control center of the engineering and operational service, write it down in a journal and follow up on the implementation of the application.

When guests leave, the maid must check that they have not forgotten things, as well as the condition of the equipment in the room, replace bedding and towels, information material, after which the room is cleaned

General cleaning of the entire living area is carried out at least once every 10 days in the absence of guests in the room. It is associated with wet cleaning, wiping furniture, removing stains on the floor, hernia and coating, upholstered furniture, washing bathrooms with a special solution.

According to generally accepted standards in the hotel industry, the room cleaning scheme covers the following steps:

Ventilation (opening windows for 20-30 minutes or using air conditioning systems), comfortable aerodynamic characteristics of the premises must be ensured half a day before the arrival of guests in the room

Cleaning of large debris;

Removing dirty linen from bedding;

Clean linen - next to the bed; the bed with bedding remains for a certain period of time for airing;

Towels, bathrobe, etc. are taken from the bathroom;

Wash sinks and glasses; bath and toilet;

During the drying period of the bath and sinks fill the bed;

Clean the floor, balcony (if it is provided in the room) with a vacuum cleaner;

In the living room they wipe the dust on all objects;

In the bathroom, the floor is washed, towels, bathrobes, etc. are replaced;

Restore and replace used inventory (soap, matches, toilet paper, etc.)

The work of the maid is checked by the person on duty on the floor during the working shift, he, according to the norm, must inspect 100 rooms, and during a thorough check, the norm is 35 rooms. In the process of a quick check, lasting 3-5 minutes, the duty officer must find out whether the room was ventilated (special attention should be paid to extraneous odors in the sanitary and hygienic premises of the room), the quality of cleaning in the living quarters and bathrooms (removal of plaque, stains on the sink, facing tiles, in the toilet, shower, bathroom, like a made bed, shabby gunpowder) a thorough check (7-10 min) concerns a detailed study of the quality of cleaning, changing linen, towels in the bathroom, replenishing used related materials, removing stains on carpet, upholstered furniture, replacement of information material, technical condition household appliances. Any remarks regarding the quality of service of the maid must be taken into account in perspective.

The room service service should have premises for production use for the head of the service to organize coordination work, training, trainings, corporate events, etc. .

On each floor in hotels, there should also be technological rooms for service personnel, where inventory, room care products, personal belongings, etc. are stored.

Allocate units for the implementation of repairs, washing the uniforms of hotel employees. In especially large hotels, there is a structural unit of nannies for child care. She works sporadically, in her work, the staff of other services, who in her spare time has the opportunity to earn extra money. Guests in such situations pay directly to the staff.

Consequently, the scope of work and the distribution of responsibilities among the staff of the economic service significantly depends on the size of the hotel, its location, the surrounding area, and is included in the structure of the hotel co. A complex, for example, a green zone, then the functions of this service may include maintaining the order and cleanliness of its territory.

Each room has a special description in the form of a separate card. It contains data on the state of the room - the structure of the inventory, malfunctions, missing items, etc. In European hotels, it is common practice to conduct an inventory twice a year - inside and at the end of the year. In the inventory process, bed linen, blankets, towels, dressing gowns and other fabric products, linen that are used in a restaurant, in the caretaker's room, in the laundry are taken into account. Similarly, dishes, interior items, etc. are taken into account. According to the experience of the room service in hotels, about 10% of all inventory needs to be replaced or restored annually.

The material base and standards of service in the rooms. In European hotels, the standard set of equipment in the living room consists of: a bed, a table, two armchairs, a sofa, a coffee table, a floor lamp, two bedside tables, two lamps by the bed (table or wall), TV, telephone (fax), wardrobes ( dresser with drawers), mini-bar with drinks and snacks. The bathroom must have: a bathtub (bath-jacuzzi - in the suites of hotels of the highest category) and (or) a shower cabin, a bidet and a toilet bowl, a lamp, a mirror. Additionally, related materials can be offered in the room: a match and (a box in the living room and one in the bathroom), 15 flaps (6 regular, 6 for skirts, 3 with a trouser clip) plastic bag for dirty linen or clothes with an information sheet attached to it and prices for laundry and dry cleaning; shopping bags imprinted with the hotel logo; fabric bags with lavender against moths and for scenting clothes in the closet; safe (if there are special rooms in the hotel) for storing valuables; writing set; envelopes; fax paper pen; pencil; folder and other stationery; postcards with a photo of a hotel, city or country; telephone directory of the main services of the hotel; telephone directory additional services hotels; the phone has a notebook with a pen. In the bathroom per person should be: 2 x bath towels, 2 face towels, 2 small towels for body mat; robe; slippers; shampoo for body and hair; soap for body and hands; lotion for rubbing the body after taking a bath; hair conditioner, bath cap; ear cleaning sticks; make-up remover tampons; sewing kit; shoe polish; toothpaste; Toothbrush; shaving cream; machine for shaving; toilet water after shaving after shaving.

The list of inventory of the main functional rooms of the room is an arbitrary minimum, the hotel establishment adjusts. The volume of related services can be increased. This entails additional costs, but at the same time attracts guests and encourages the use of a large volume of services. For example, in some hotels and rooms they offer a coffee maker, free coffee and tea, in others - ironing boards, irons. The latest on the servant is widely used in. USA, however Europe - with caution through fire dangerspeku.

The rooms with IN /. R-persons. Guests of this category mainly book comfortable rooms of the category "suite" ("presidential suite * 1). In addition to the safe, the room has a mini-bar with a wide selection of spirits and snacks, a refrigerator, etc., the service is provided by several people, often maid under the supervision of a duty officer on the floor on the opposite side.

In the bathroom in the event of an emergency power outage, there should be a candle with a candlestick, as well as an evacuation plan in several languages, posted in an accessible place for viewing. In luxury hotels x, in high-end rooms, audio equipment is used to confirm the luxurious living conditions, while simultaneously requiring compliance with the comfort conditions specified in the hotel. Sometimes a spare pillow and a spare blanket are included in the inventory structure. Pillows are used from feathers, and in case of an allergy at the guest - reserve foam rubber pillows.

The minibar must be closed before guests enter the room. The client receives the mini-bar key together with the room keys. The mini-bar should have a price list for products. Today, the service of providing a bar and billing for its use is predominantly computerized. In some hotels, the range of drinks in the bar in all rooms is controlled by a responsible employee, who determines the cheunok.

Use of detergents and cleaners. In the activities of the room service today, a wide range of detergents and cleaning products are used. There are the following types:

Universal;

For cleaning the floor (separate for cleaning marble, concrete, ceramic tiles);

Air fresheners;

Disinfectants;

For cleaning metal surfaces;

Alcohol (white (medical) for rubbing metal surfaces, giving shine; blue (technical) for cleaning and disinfecting various surfaces, including gender);

Polish for furniture, floors, rubbing copper surfaces;

Shampoos for cleaning carpets; refrigerators, ceramic tiles, polyethylene products

On floors with rooms, special linen rooms are used, where everything is stored. expendable materials, household appliances, auxiliary equipment, etc.

The maid trolley is an important element in the cleaning process, it has a special design adapted for moving in small rooms and transporting the necessary funds. It consists of two tiers - on the top they carry clean linen, inventory that needs to be replaced or restored in the rooms, on the bottom - funds and inventory, the maid uses in the process of work.

The use of electronic locking systems in hotels is primarily associated with a set of security measures in the hotel, ensuring the high efficiency of the technological process (first of the reception service and once the offset), comfortable rooms for customers and staff.

The electronic lock consists of two parts - mechanical and electronic. The first is similar to a typical mortise lock with a mechanism with two (external and internal) overlays, which, in addition to functional ones, also have a decorative value. The electronic component is connected with a built-in microcomputer and a clock mechanism for correcting work in time with electronic card. Another electronic component - an electronic plastic magnetic card with an individual code - performs the function of a key. An electronic key card is made using a special technology, which guarantees absolute accuracy and compatibility with the information identification device for each lock. The substance from which electronic keys are made does not accumulate static current, is not exposed to moisture, dust, and is resistant to mechanical stress. The use of an electronic card is controlled from a central console located in the reception.

The so-called time window is recorded on the client's electronic card - his stay and use of hotel services. After the end of the period of stay or non-payment of services, the client does not have the opportunity to get into the room without the intervention of the hotel staff. Simultaneously with an electronic card in modern hotels, locks are used with the simultaneous opening of doors with a mechanical key.

Each electronic lock stores information about all door openings with a mechanical key card, most electronic lock systems remember information about unsuccessful attempts to use the lock. Locks of modern manufacturers store information about 250-5900 uses of the lock on average (5900 is the latest version of Saflok "flok" locks).

The locks can work in stand-alone mode (off-line) or be combined into a common power supply network (on-line). In any case, after a power outage, they work offline, we get a charge from finger batteries.

In addition to the function of an electronic lock, an electronic card is used in non-cash payments within the hotel. All points of sale (POS - Point of Sale) install special devices to identify information on the card. Such devices, in particular, are used in the trading floors of a restaurant, bar, fitness center, etc. The information entered on the card is protected by non-standard recording methods that are not available to them for other systems, including POS-terminals.

Hotel lock systems also use smart cards, where more information can be recorded, they provide a high degree of security. The main disadvantage of smart cards is their significantly higher cost. New models of electronic locks from leading manufacturers allow the use of magnetic and smart cards. In this embodiment, magnetic cards are used by customers, while smart cards are used by the staff of the goth ale or. TO /. R guests. To apply information on magnetic smart cards, a special device is used - an encoder.

The system of electronic locks is controlled by receptions using the following special equipment:

Mini-terminal - provides prompt production of electronic key cards of any level of protection with a personal code;

Encoding device electronic key- writes the newly created code to a new electronic key;

The communication device is used as an interface between the encoding device and the door lock in case the codes match;

Electronic key confirmation system - for checking keys

With the first use in a certain lock, a new electronic card made in the reception automatically changes the code of the previous one. So, stolen or lost keys cannot be used if the client is St. Promptly announced the fallout.

Electronic keys are used in various modes of operation - "client", "maid", "comprehensive service", "mini-bar", "engineering service", "administration", "accident", "spare key", "one-time pass key" , "emergency", "spare key", "one-time key".

The hotel guest receives a key in "client" mode, the code of which is compatible with the lock of his room. In housekeeping, room service personnel with minibars, key cards are coded for access only to the approx premises assigned to these personnel. For employees of the engineering and technical service, specially coding key numbers for which the application was received. The director and other representatives of the administration use a key with a code, provides access to each room of the hotel. In emergency situations, the "emergency" mode of operation is used, when the locks are blocked within the floor, building or the entire hotel building or the entire hotel.

IN emergency related to power outages, preventive maintenance of the technical condition of the computer network, etc., for guests who have arrived at the hotel, pre-made prick cards are used. These keys are kept in the hotel's safe. For one-time access to the room, a single-use key-card is issued.

The electronic lock information system is controlled using a special software, which provides for different levels of access, a personal password and other security systems. According to the access level and official duties the receptionist only issues guest electronic cards, the personnel manager produces cards and so on. At the same time, all actions of the operator are recorded in the protocol in order to obtain information about the electronic lock card, number, operator at the required moment.

Lock systems are also used in common areas - a conference room, a swimming pool, a fitness center, parking lots, etc. The access parameters are set by the software. It allows you to set up a list of access points for a specific user, and also fixes the time during which access will be performed.

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 service is headed by a manager; maids, floor attendants, supervisors, stewards and some other categories of workers are subordinate to him.

The maids do the cleaning. This is their main responsibility. Rooms are cleaned regardless of whether they are occupied or free.

Room cleaning is daily, and after the departure of the guest - general. Every day, the maid performs the current and (if necessary) intermediate cleaning of the rooms.

When cleaning the room after the guest's departure, the maid's functions additionally include the acceptance of the room, the change of bed linen and towels, the replacement of information materials available in the room. General cleaning of the rooms and the entire residential part of the hotel is carried out at least once every 10 days.

Food service

This division is an integral part hotel business because 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 “bedroom”, a person must first eat deliciously, and only then sleep.

When organizing service in restaurants (cafes) of hotel complexes, they usually offer following conditions meals: full board (three meals a day - breakfast, lunch and dinner); half board (two meals a day - breakfast plus lunch or dinner); breakfast only (single meal).

In all hotels, special attention is paid to breakfast service. Breakfast starts the day of the guests, and its organization largely determines whether the start of the day for the guests will be good or bad. Unlike lunch and dinner, almost all guests staying at the hotel come to breakfast. There are the following types of breakfasts:

· Continental breakfast. It includes coffee, tea or hot chocolate, sugar, cream (milk), lemon, two types of marmalade, jam or honey, a selection of baked goods, butter. On Sundays, breakfast is complemented by a cold egg. In many European countries, continental breakfast is included in the price of hotel accommodation;

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

· English breakfast. In the classic version, an English breakfast begins with morning tea or coffee (possibly hot chocolate) brought to the room. It also includes sugar, baked goods, toast, butter, jam, honey, preserves. It can be supplemented with egg dishes (scrambled eggs with ham or bacon, fried eggs on bread, scrambled eggs with ham or mushrooms, 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, the usual drinking water with ice cubes, fruit juices, fresh fruits (grapefruit, watermelon, berries with milk or cream) or fruit compote (plums, peaches), cereal dishes (corn, rice flakes), a small portion of meat, pie; champagne breakfast. The time for this breakfast is from 10.00 to 11.30. Coffee, tea, alcoholic drinks (champagne, wine), small cold snacks and hot dishes, soups, salads, desserts are offered. Offer form - buffet. A champagne breakfast is usually served on formal occasions;

· late breakfast. It is an alternative to breakfast and lunch. Delivery time - from 10.00 to 14.00. The components included in both breakfast and lunch are used: hot and cold drinks, buns, butter, jam, sausage, cheese, soups, hot meat dishes, Dessert. Offer form - buffet.

When organizing breakfasts, lunches and dinners are used various methods services: a la carte, a part, table d'hôte, buffet, buffet service, room service.

There are special rules for serving guests in rooms:

The order (breakfast, lunch, dinner) must be served either on a tray or on a mobile service trolley or table. The waiter must carry the tray in his left hand. Right hand must remain free to open or close the door, rearrange any item 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;

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 have breakfast in 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 a table in a restaurant;

If the guest is going to sit at a table in the room or on the balcony, then the table should be covered with a tablecloth. The tray can be put on the table or rearrange all items 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 something himself. In any situation, the waiter must be delicate.

The specifics of a hotel restaurant, unlike a city one, is that its work is closely linked not only with the restaurant service itself, but also with all other departments of the hotel. In general, a hotel restaurant that is empty during lunch and dinner is a major concern for many managers. And in Russia, the days when the network was poorly developed Catering. Now the guest tends to go to the city, especially when it is a large enough city where there is something to see and where to eat. And if breakfast can be sold to the guest “forcibly”, including it and the accommodation service in one package, then special programs should be developed for lunch and dinner. For example, if breakfast is organized on a buffet basis, then you can offer the same at lunchtime. True, before introducing a buffet, you need to carefully calculate everything. Practice shows that 30 visitors is enough to offset the cost of a buffet. Anything over 30 people goes to "profit", less - to "loss". However, these figures are realistic, provided that the cost of the menu and the average amount of food consumed by visitors during the organization of the buffet are correctly calculated. This, in turn, depends on the level of professionalism of the key figures of the restaurant - the director and the chef.

If the hotel is located in a high-traffic area, you might consider building an outdoor terrace. The summer cafe will not only bring income, but also serve as a good advertisement for the hotel restaurant, attracting outside customers there. The restaurant service of the hotel should not forget about the banquet service. If the restaurant does not have banquet halls, you can organize off-site banquet services at various venues in the city, offering high-quality service and a varied menu, which will bring significant additional income.

You should decide in advance who will clean the hall: the hotel's Housekeeping service or specially hired people. The same can be said about the staff of cooks and waiters: either human resources are redistributed within the existing restaurant service, or staff is recruited from outside. In the latter case, temporary and financial resources for training.

When solving a personnel problem, one should not forget about the productivity of employees. A simple calculation of the “efficiency factor” may surprise only waiters: 10 waiters work 5 days a week for 8 hours. Each of them receives a weekly salary of $ 100. If during this time the restaurant served 500 visitors, then the productivity of one waiter is 0.8 hours per visitor, which in monetary terms will be $2 per visitor. If we evaluate the productivity of waiters during breakfast, this indicator will undoubtedly be higher, and during lunch and dinner, most likely the opposite. So, it is necessary to look for ways to reduce costs. It is most profitable to introduce hourly wages for staff, i.e. send a few waiters home for lunch and dinner.

Security Service

The security service ensures the maintenance of order and security of hotel customers.

In recent years, the problem of security has become very relevant, especially in the hospitality industry. International conflicts, a wave of crime and terrorism, illicit trafficking in weapons and explosives - all these factors cannot but affect the level of safety of the lives of guests and hotel staff in all countries of the world.

The hotel complex is characterized by threats of a natural, man-made, environmental, terrorist, criminal nature. The most dangerous now has become the threat of a terrorist act, which can lead to a large number of victims, creating an atmosphere of fear, disrupting the normal operation of the hotel, and losing the positive tourist image of the hotel or the region as a whole.

Special attention should be given to the professionalism of the security staff, as well as the technical means of protection at the facility.

In order to have a constant influx of tourists, to successfully conduct business, it is necessary to improve the security system of the hotel, i.e. regularly carry out a set of organizational, methodological, technical and other measures to ensure the full autonomy of the hotel in resolving security issues, including in the event of terrorist threats.

The daily work of security officers includes a thorough inspection of the protected area (every 2 hours), constant communication with all duty services of the hotel complex, exchange of information about suspicious persons and objects, etc. It is also important to establish active cooperation with territorial law enforcement agencies. When conducting mass events concerts, the premises must be inspected by a cynologist with a dog trained to search for explosives.

Need to constantly improve technical means protection. It is desirable that video surveillance be organized in the central hall, as well as on the floors of the hotel.

It is necessary to develop instructions on measures fire safety. All employees should be allowed to work only after passing the fire drill (which is noted by their signature in a special journal). Equipped smoking areas, the procedure for de-energizing electrical equipment, evacuation plans for people, a fire warning system, etc. - all these are elements of the fire safety system. It is also necessary to know about the features of fire safety at facilities with a mass stay of people. In particular, 50 or more people are not allowed to stay in rooms with one emergency exit at the same time. Do not obstruct escape routes and exits.

In the room of the control room of the hotel, an instruction should be posted on the procedure for the actions of the personnel on duty upon receipt of a fire signal and a malfunction of fire automation systems. Recently, requirements have been introduced for the installation of thermal sensors that respond to an increase in temperature (up to 30--35 ° C) and smoke. In the hotel rooms it is impossible to arrange various kinds of industrial and warehouses containing explosive and flammable substances. All hotel guests must be familiar with the fire safety rules.

The hotel security system will be effective only if all the staff take part in this work, and the specific features of the enterprise are also taken into account.

B. Service

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

The service is headed by a manager who reports to doormen, bellboys, luggage carriers, elevator operators, concierges, messengers, drivers (serve rented cars and park guests' cars). Due to the importance of the first impression of customers about the 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 being escorted, the bellboys are encouraged to maintain a conversation with the guests. At the same time, it is especially important to provide information about the services provided by the hotel, about the availability and opening hours of the restaurant, cafe, bar, laundry, dry cleaning, swimming pool, gyms. In the room, the bellboy should to some extent help the guest to accommodate, i.e. explain (and at the same time check the serviceability) what and how it works (lighting, radio and television receivers, air conditioning, telephone, mini-bar).

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

Service Service Functions:

Meeting and greeting guests (doormen)

Accompanying guests to the rooms and luggage delivery, as well as assistance in accommodation in the room (Bridroom)

Concierge functions:

Purchase and delivery of theater tickets

Booking a table in city restaurants

Order and delivery of railway, bus and air tickets, information about the work of international, intercity and domestic transport

Reservation of places in a hairdressing salon, beauty salon, making an appointment with a doctor

Information about local attractions, museums, exhibitions, shops

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

Fulfillment of personal orders of clients (purchases, visas, etc.)

D. Room fund management 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 service in the Grand Avenue hotel is headed by a manager; maids, floor attendants, supervisors, stewards and some other categories of workers are subordinate to him.

The maids are cleaning. [see appendix #4] This is their main duty. Rooms are cleaned regardless of whether they are occupied or free.

Room cleaning is daily, and after the departure of the guest - general. Every day, the maid performs the current and (if necessary) intermediate cleaning of the rooms.

Cleaning of the room fund is carried out in the following sequence: first, work is carried out in the booked rooms, then in the rooms that have just been vacated by the living guests, and lastly, in the occupied premises. 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 floor attendant (shift supervisor) supervises the work of the maid shift in order to be completely sure that the premises are cleaned in accordance with the standards.

Functions of the room fund operation service:

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

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

Transferring information about free and occupied numbers to the reception service

(on duty on the floor).

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 “bedroom”, a person must first eat deliciously, and only then sleep. 4

When organizing service in the 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 (single meal).

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

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

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

English breakfast. In the classic version, an English breakfast begins with morning tea or coffee (possibly hot chocolate) brought to the room. It also includes sugar, baked goods, toast, butter, jam, honey, preserves. It can be supplemented with egg dishes (scrambled eggs with ham or bacon, fried eggs on bread, scrambled eggs with ham or mushrooms, 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. In addition, ordinary drinking water with ice cubes, fruit juices, fresh fruits (grapefruit, watermelon, berries with milk or cream) or fruit compote (plums, peaches), cereal dishes (corn, rice flakes), a small portion of meat, pie ;

Champagne breakfast. The time for this breakfast is from 10.00 to 11.30. Coffee, tea, alcoholic drinks (champagne, wine), small cold snacks and hot dishes, soups, salads, desserts are offered. Offer form - buffet. A champagne breakfast is usually served on formal occasions;

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

When organizing breakfasts, lunches and dinners, various service methods are used: a la carte, a part, table d'hôte, buffet, buffet service, room service.

There are special rules for serving guests in rooms:

the order (breakfast, lunch, dinner) must be served either on a tray or on a mobile service trolley or table. The waiter must carry the tray in his left hand. The right hand must remain free to open or close the door, rearrange any item 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;

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 have breakfast in 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 a table in a restaurant;

if the guest is going to sit at a table in the room or on the balcony, then the table should be covered with a tablecloth. The tray can be put on the table or rearrange all items 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 something himself. In any situation, the waiter must be delicate.

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

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

Head waiter - an official in a restaurant, whose duties include managing the work of waiters, meeting guests and providing them with a place at the table, monitoring their service, etc.

Buffet or bar service consists mainly in providing customers 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 (on the basis of the menu compiled and offered to customers), as well as from the banquet hall, which works on pre-order. Chefs prepare the necessary dishes, and the main responsibility of the 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, as a rule, is a chef - a person who has received a special education, qualifying him as a professional chef.

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

Although management staff do not need to be present at all times when eating places open and close, some key personnel (cashier or chef) should take responsibility for opening and closing food storage areas, turning on lights and equipment, establishing a cash register, etc. .P.

Food service features:

Servicing guests in restaurants, bars, cafes, as well as in organizing and serving banquets, presentations, etc.

Menu planning

Ensuring the supply of necessary input products

5 Room fund management 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 service is headed by a manager; maids, floor attendants, supervisors, stewards and some other categories of workers are subordinate to him.

The maids do the cleaning. This is their main responsibility. Rooms are cleaned regardless of whether they are occupied or free.

Room cleaning is daily, and after the departure of the guest - general. Every day, the maid performs the current and (if necessary) intermediate cleaning of the rooms.

When cleaning the room after the guest's departure, the maid's functions additionally include the acceptance of the room, the change of bed linen and towels, the replacement of information materials available in the room. General cleaning of the rooms and the entire residential part of the hotel is carried out at least once every 10 days.

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