饭店管理实务英语课程教学支持资源
主
编:郭 淑 梅
副主编:李松柏 杜宗斌
HOTEL OPERATIONS AND
MANAGEMENT
DIALOGS BETWEEN A TRAINER AND A TRAINEE
CONTENTS
Chapter One: Hotel History and Hotel Organization
Chapter Two: Front Office Department
Chapter Three: Housekeeping Department (1)
Chapter Four: Housekeeping Department (2)
Chapter Five: Housekeeping Department (3)
Chapter Six: Food & Beverage Department (1)
Chapter Seven: Food & Beverage Department (2)
CONTENTS
Chapter Eight: Food & Beverage Department (3)
Chapter Nine: Security Department
Chapter Ten: Sales & Marketing Department
Chapter Eleven: Accounting Department
Chapter Twelve: Engineering Department
Chapter Thirteen: Human Resources Department
Chapter Fourteen: Trends for Hospitality Industry
Chapter One: Hotel History and Hotel Organization
Unit1: Evolution of Hotel Industry
Unit 2: Categories of Hotels
Unit 3: Hotel Outline and Its Organization Chart
Chapter One: Hotel History and Hotel Organization
Chapter Objectives:
 Evolution of hotel industry
 Categories of hotels
 Basic functions of each department
 Responsible area for departmental or divisional
heads and above
 Hotel organization chart
Unit 1: Evolution of Hotel Industry
I.
Transportation development
caravansary
Stagecoach
in
England in 1658
cars
planes
Unit 1: Evolution of Hotel Industry
II. Evolution of hotel industry
A. First lodging chain in 1769 in North America
B. Multi-unit lodging chain in 20th century
C. American hotel tycoons
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Ellsworth Statler
Ernest Henderson
Conrad Hilton
Kenmmons Wilson
Unit 1: Evolution of Hotel Industry
D. Concept of time-sharing
E. Travel and tourism contribution to the
economic clout in the world
Unit 2: Categories of Hotels
I.
Hotels classification according to their
locations
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Downtown hotel
Resort hotel
Suburban hotel
Motel
Airport hotel
Unit 2: Categories of Hotels
II. Hotels classification according to their
rates
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Boutique hotel
Luxury / deluxe hotel
Upscale hotel
Mid-tier hotel and motel
Economy / limited service hotel
Unit 2: Categories of Hotels
III. Hotels classification according to their
room structure, configuration and facilities
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All-suite hotel
Extended-stay properties / apartment hotel
Resorts and time-share properties
Inns
Casino hotel
Cruise ships
Unit 3: Hotel Outline and Its Organization Chart
I.
1.
Basic functions of each department
Front Office
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Front Desk
Concierge
Business Center
PABX
Transportation
Kiosk
Duty Manager or Assistant Manager
Executive floor
Unit 3: Hotel Outline and Its Organization Chart
2. Housekeeping
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Floor
Laundry
Mini-bar
Lost and Found
Health Club/Fitness Center etc
Unit 3: Hotel Outline and Its Organization Chart
3. Food and Beverage department
 Outlets
 Kitchens and etc
Unit 3: Hotel Outline and Its Organization Chart
4. Sales & Marketing Department focus on
analyzing the marketing plan to reach potential
customers, then sell and book reservations.
5. Accounting Department tracks all incoming
revenue and outgoing cash. It balances the
books and has close communication with the
General Manager and others with power to
decide how money is made and spent.
Unit 3: Hotel Outline and Its Organization Chart
6. Engineering or Maintenance Department
maintains most of the equipment and
machinery on the property and keeps it in
working order.
7. Security Department addresses concerns
ranging from handling hazardous (19) waste
to securing the building against any threats and
protecting the property / the staff, and their
belongings.
Unit 3: Hotel Outline and Its Organization Chart
8. Human Resources Department oversees all
matters relating to staff, from recruiting and
hiring to setting salary ranges and benefits.
Unit 3: Hotel Outline and Its Organization Chart
II.
Responsibilities for departmental or divisional heads and
above General Manager
 Resident Manager
 Executive Housekeeper
 Front Office Manager
 Food & Beverage Manager
 Sales and Marketing Director
 Financial Controller
 Chief Engineer
 Chief Security
 Human Resources Manager
Unit 3: Hotel Outline and Its Organization Chart
III.Hotel organization chart
(See page 17)
Chapter Two: Front Office Department
Unit 1: Guest Check-in and Check-out
Procedure
Unit 2: Job Descriptions for Concierge Staff and
Working Procedures
Unit 3: Job Descriptions for Business Center
Staff and Working Procedures
Unit 4: Job Descriptions for Operators and
Working Procedures
Chapter Two: Front Office Department
Chapter Objectives:
 Guest check-in and check-out procedure
 Job descriptions for concierge staff
 Working procedures for concierge staff
 Job descriptions for Business Center staff
 Working procedures for Business Center staff
 Job descriptions for Operators
 Working procedures for Operators
Unit 1: Guest Check-in and Check-out Procedure
I.
Check-in procedure
Guest arrives at the hotel.
Guest
without
reservation-walk-in
Guest
reservation
with
Group/meeting
group
Greet a guest and ask him/her
whether he/she has a reservation
or not.
Introduce room types plus
special attractions, including
the room rate
Find the reservation for this
guest, and confirm the
particulars via computer
Confirm the group name, no. of rooms, any
changes. Distribute keys to the local guide/
organizer and ask his or her signature and
contact no. Confirm the need for wake-up
calls, breakfast time, and luggage pick-up
time and other details.
Allocate the room(s)
Assist the guest in filling the Registration Card and confirm the
mode of payment and handle accordingly.
Make the room key, fill in the welcome card
Ask the bellboy to escort the guest to his/her room, update
the information in the computer and do the filing accordingly.
Unit 1: Guest Check-in and Check-out Procedure
II.
Long stay guest check-in
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Block the room in advance
Ask Housekeeping Department to prepare welcome gifts
according to hotel policy
Welcome letter with GM’s signature
Make a room key and ask the bellboy to test it
Double check with Housekeeping regarding gifts on check-in
day
Pass the reservation sheet, RC and room key to Duty
Manager (DM) who will assist the guest with check-in when
the guest arrives.
DM or Front Desk staff will be responsible for keying the
relevant data into the computer
Unit 1: Guest Check-in and Check-out Procedure
III. Registration card
The following information is usually
printed on the RC: the guest’s name, sex,
date of birth, the valid card no., the
detailed address, date of arrival and
departure, room rate, mode of payment etc.
The following is the sample of Registration
Card.
Unit 1: Guest Check-in and Check-out Procedure
Surname姓
Name名
Nationality国籍
Date of Birth出生年月日
Type of Identification证件种类
No. 号码
Type of Visa签证种类
Validity 有效期
Yr年
Sex性别
Mth.月
Day日
Permanent Address永久住址
Date of Arrival
抵达日期
Hosted by接待单位
Method of Payment
付款方式
Date of Departure
离店日期
Room No.房号
Purpose of Stay停留事由
Travel旅行
Business商务
Official官方活动
Cash现金
Credit Card信用卡
Traveler’s Check旅行支票 Company公司
Others 其它
Remarks备注
The rate is subject to 15% surcharge and any
other applicable government tax. Safe box
provided at the Front Desk or in the guest room is
available for use free of charge.
房价另加收15%服务费及有关政府税款。 酒店前
台及房间内的保险箱可免费供您使用。
Front Desk Staff
员工签名
Guest Signature
客人签名
Unit 1: Guest Check-in and Check-out Procedure
IV. Welcome card
The details such as the guest’s name, room
no., date of arrival/ departure, staff on
duty, room rate are usually printed on the
card, meanwhile the room key and
breakfast coupon are also inserted in it.
Unit 1: Guest Check-in and Check-out Procedure
V.
Check-out procedure
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Politely ask the guest to return the room key
Inform Housekeeping to look in the rooms for mini-bar
consumption and forgotten items.
Present the bill to the guest
Write an invoice with information provided by the guest
Settle the account according to mode of payment
Say farewell using the guest’s name and extend an
invitation to come again
Sort out any checks, credit card slips or cash
Settle the account in the computer
Unit 1: Guest Check-in and Check-out Procedure
VI. Payment authorization form
If a guest’s bill is paid by another guest staying
in the hotel, confirm with the guest who will
pay, look at the payment authorization form to
make sure these previous arrangements have
been made, print the bill and get the “paid for”
guest to sign it. Transfer the amount to the
paying guest’s room account in the computer.
Unit 1: Guest Check-in and Check-out Procedure
I,
Room No hereby authorize XXX hotel to
charge / transfer 本人兹授权XXX酒店，将以下费
用转入本人账户。
All expenses 所有费用
Specified expenses such as 下列指定费用:
room charge only
仅限房费
food & beverage only
仅限餐饮费
laundry & valet only
仅限洗衣、烫衣费
mini-bar items only
仅限房间内小酒吧消费
telephone charge only
仅限电话费
others
其它
Unit 1: Guest Check-in and Check-out Procedure
incurred by 指定消费者为
of Room No.
of Room No.
of Room No.
into my account.
I will be responsible for the expenses incurred by the above guests.
本人愿意承担以上指定消费者的费用。
Date and Time
日期和时间
Guest Signature
授权人签名
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
I.
Job descriptions for concierge staff
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Pick-up a guest at airport, train station,
passenger harbour or bus terminal
Open the car door for a guest
Open and close the door
Bell service
Inquiry
Car rental service
Handle tickets such as theater, sports events etc.
Luggage storage ETC.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
II.
Escort a guest to his room inside the hotel
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Get the room key from the Front Desk colleague or guest
and conform the room no.
Hold the elevator door and invite the guest to go in first,
stand near the elevator control panel
Start a small talk if the guest is not too tired
Invite the guests to go out the elevator first
Press the doorbell then knock on the door before entering
the room
Put the luggage on the rack or any place the guest wishes
Introduce the room facilities if the guest comes to the hotel
the first time
Leave the room by moving backward two or three steps if
the guest has no other requirements, meanwhile wish the
guest “ Have a pleasant stay with us.”
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
Attention: Here is more detail about showing facilities in
the guest room:
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Window curtains: close if dark outside, leave it open if light.
Locations of air-conditioner and temperature regulator.
Safe box inside the cabinet.
The items inside the writing table drawers, especially the
hotel service directory.
Mini-bar selection.
Bed control panel.
Power socket, hair-dryer and shower sprinkler inside the
bathroom.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
III. Handle a group’s luggage at arrival
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Take the luggage from the bus
Verify the total amount, check for damage and
inform the guide / organizer immediately if any.
On the group luggage sheet, you also note actual
amount of luggage and compare it to the number
recorded by night shift staff, then write the bus
number and ask the driver to sign his name for
confirmation.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
 Attach luggage tags on each item for distribution.
 Confirm assigned room numbers with Front
Desk and distribute everything to each guest
room according to the rooming list. Make a note
of where each piece goes in case of mix-up and
need to correct it later.
 If luggage arrives first before their owners, it
should be held together with a luggage net or a
rope and put in front of the luggage store room.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
IV. Handle luggage at check-out
1.
When a guest asks to pick up suitcases downstairs,
ask for his name and room number, how many
pieces to carry, and time he plans to check out.
2.
Write these particulars on the work sheet.
3.
Decide whether you need a trolley and which size
based on number and bulk of articles.
4.
If a colleague calls you to pick up luggage from
the guest’s room, ask for guest’s name, room
number, your colleague’s name and department.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
5. Before you enter the guest’s room, press the
door bell and announce your department’s
name.
6. If on one is in the room, check whether the
luggage is ready to go, also check whether
the guest forgot anything. Attach the
luggage tag-departure and put everything
near the store room.
7. If the guest is still in the room, ask whether
he/she wants to check out or store the items.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
8. For storage, fill in the luggage tag-storage （行李
临时寄存卡）,ask the guest to sign his name, and
present one copy to him/her. Tell him/her to show
this copy to the concierge when he/she is ready for
pick up.
9. For immediate check out, telephone the Front Desk
so they can handle the check-out formalities.
10. Escort the guest to Front Desk and wait in an
appropriate place until check-out is completed.
11. Carry luggage to the car and put it in the trunk,
courteously close the car door after the guest is
inside while wishing him a nice trip.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
V.
1.
2.
Handle group luggage on departure
Collect items according to the group room
list. Meanwhile look for any damage or
tears on each piece of the luggage.
Put the group’s luggage together in an
appropriate place so the guide or organizer
can check everything, then ask him or her
to sign the group luggage sheet.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
3. Put suitcases and traveling gear (such as
cameras, sports equipment or other odd
shaped items) into the bus after the Front
Desk staff finish checkout, then double
check amount of pieces with driver and ask
him to sign his name on the working sheet.
4. Come back to the counter to finish sorting
out the relevant documents and file it all
properly according to the filing system.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
VI. Handle luggage storage
No matter how familiar you are with the guest,
ask him or her to fill in the luggage tag-storage.
Explain to the guest the conditions regarding the
storage. Store the luggage properly in the store
room, and then record it in the luggage storage
book.When the guest comes to the Concierge to
fetch his / her luggage, ask the guest to show the
valid ID card and verify it, ask the guest to sign
according to the working procedure, then record
it.
Unit 2: Job Descriptions for Concierge Staff and Working Procedures
NO
Guest Name
客人姓名
Received by
接收人
Date日期
Remarks备注
---------------------------------------------------------------------------------Luggage Tag-Storage行李/物品暂时寄存卡
NO
Guest Name
客人姓名
Received by
接收人
Date日前
Remarks备注
Description
品名
No. of PCs
件数
XXX Hotel Name
Conditions of Storage
Please do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage of the deposited article and its contents.
The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items not claimed. Prior
arrangement in writing is required to keep storage items beyond three months.
请勿将贵重物品寄存在行李部。本酒店对寄存物品的损失或遗失概不负责。逾期三个月, 酒店有权处理无人认领的行李。若欲寄存行李超过三
个月，请提前用书面形式向酒店提出申请。
--------------------------------------------------------------------------------Conditions of Storage
Please do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage of the deposited article and its contents.
The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items not claimed. Prior
arrangement in writing is required to keep storage items beyond three months.
请勿将贵重物品寄存在行李部。本酒店对寄存物品的损失或遗失概不负责。逾期三个月, 酒店有权处理无人认领的行李。若欲寄存行李超过三
个月，请提前用书面形式向酒店提出申请。
Guest Signature 客人签名
Unit 3: Job Descriptions for Business Center Staff and Working Procedures
I.
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Job descriptions for Business Center staff
Photocopying,
Sending faxes,
Tying documents,
Meeting room rental,
Printing name cards/ business cards for hotel
guests,
Translation and interpretation services,
Equipment rental such as VCR, VCD, printer and
notepad computer etc
Handling airline tickets in some hotels etc
Unit 3: Job Descriptions for Business Center Staff and Working Procedures
II.
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How to provide photocopy service for a guest
Greet the guest
Ask the guest how many copies he wants to make,
Confirm no. of copies and make the copies accordingly
Confirm room no. with the guest after photocopying
Fill out a bill according to the Business Center tariff
Ask the guest to sign on the bill
Post the charge to his room account in the computer
Imprint the credit card and ask the guest to sign on the
imprinted bill, then
Key in the type of credit card, card no. and expiry date
as well as guest’s room no. in the computer
Unit 3: Job Descriptions for Business Center Staff and Working Procedures
III. How to send a fax
1.
The procedure in sending a fax
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Make sure the information includes country code and city
code as well as the fax no.
If it is not clear, always ask the guest for clarification.
Meanwhile inform the guest that the charge is based on
transmission time.
If the guest is in a hurry, ask him or her to sign the bill first
and say that when you finish, you will send the original
documents, fax-sending report and bill to his or her room.
Note down the guest name, room no., country code, city code,
and fax number on the fax sending record sheet.
Write a bill by using the fax report and tariff sheet for proper
charges.
Post the bill into guest’s room account by computer.
Unit 3: Job Descriptions for Business Center Staff and Working Procedures
2. Attention
If the fax cannot be sent out according to
the number provided, try at least three
times, if it does not work, contact the guest,
inform him or her of the situation and ask
for further instructions. If the guest is not
in his room, leave a voice message to contact
BC.
Unit 3: Job Descriptions for Business Center Staff and Working Procedures
3. How to leave a voice message
When you leave the voice message, you could say, “Good
Morning / Afternoon/Evening, this is Jessica speaking
from the Business Center. We could not send your fax
though we tried three times. Would you please contact
us at extension XXX when you are available? Thank
you!”
Unit 3: Job Descriptions for Business Center Staff and Working Procedures
IV. How to type a document for a guest
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Quickly look through the article to find any words
or characters you do not recognize before typing
documents
Ask the guest politely for clarification
Ask if photocopies of the typed pages are required
Process the documents according to the guest’s
instructions
Write a bill and ask the guest to sign it
Post the charge to his or her room account
Unit 3: Job Descriptions for Business Center Staff and Working Procedures
Ask colleagues for help if you cannot
recognize the guest’s handwriting.
Always
remember
the following points
Do not bother the guest with one or two words
at one time, note all the difficulties and then
ask.
Practice recognition of handwriting whenever
you have free time.
Always keep your hands clean otherwise the
documents handled by you become dirty.
Unit 3: Job Descriptions for Business Center Staff and Working Procedures
V.
How to provide meeting room rental for
the guest
Get the following details
from the hotel guest: name
and room number, time,
date and how many hours
for using the meeting room,
no. of persons, if any
equipment is needed, if
drinks are to be provided,
and
the
method
of
payment.
Get the following details from the
guest in a community: time, date
and how many hours for using the
meeting room, no. of persons, if any
equipment is needed, if drinks are
to be provided, and the method of
payment as well as the company’s
name, contact no.
Go over all the requirements to make sure nothing has been
left out then quote a rate according to BC tariff sheet.
Half an hour before the meeting starts, prepare the
meeting room according to the guest’s request.
Guide the guests to the booked meeting room when
they come to the BC and serve the guests during the
meeting.
Ask the renter to sign and pay the bill, then post
it to the computer.
Clean the meeting room and reset up the
meeting room according to the hotel standard.
Unit 4: Job Descriptions for Operators and Working Procedures
I.
Job descriptions for operators
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Answer and transfer the outside call
Provide confidential service for the guest
Screen the call for the guest
Wake-up call service
Handle fire alarms etc.
Unit 4: Job Descriptions for Operators and Working Procedures
II. Answer and transfer the outside call
Always answer the telephone within three rings.
1. If the caller is from outside, greet the guest
like this:
“ Ninhao, XXX hotel, how may I help you?”
in a clear, friendly and natural voice.
2. If the caller is from inside the hotel, say
“Ninhao, Operator Jessica speaking. How
may I help you?”
Unit 4: Job Descriptions for Operators and Working Procedures
3. If the outside caller wants to call somebody in , say,
Sales & Marketing, respond like this:
“Thank you for calling, I will transfer you to Mr. Wang
in Sales & Marketing Department right now.”
4. If you do not understand what the outside caller
says,
Repeat the number or department title for clarification.
For example, “ What you want to call is XXXX,
correct?” Or simply say, “Sorry, I did not hear you,
would you please repeat the number?”
Unit 4: Job Descriptions for Operators and Working Procedures
5. If the line is busy, say
“ Sorry, the line is busy, would you like to leave a
message or call back later?”
6. If nobody answers the phone after we transfer it,
“ Sorry, there is nobody answering the phone call,
would you like to leave a message or call back later?”
7. If somebody phones the hotel by mistake, respond
Politely tell the caller, “ Sorry, you dialed a wrong
number.”
Unit 4: Job Descriptions for Operators and Working Procedures
8.
If the outside caller wants us to transfer the call to our hotel
guest, do as follows:
Firstly, ask the caller for the guest’s name and room number.
Then check the computer to see if the information provided by the
caller is correct, also check if the guest requests confidential service.
If the guest does not require confidential service, and the
information is correct, you simply transfer the call to the guest’s
room.
If the guest does require confidential service, you tell the caller,
“ Sorry, Sir /Madame, there is no such a guest in our hotel. ” Do not
transfer the call to a confidential room.
Unit 4: Job Descriptions for Operators and Working Procedures
9. What if the guest is not in the room?
Suggest the caller leave a voice mail message.
Reasons:
This is more convenient for the caller,
meanwhile it leaves you free to deal with other
incoming calls.
Unit 4: Job Descriptions for Operators and Working Procedures
10. How to take a message ?
Ask the caller’s name, his/her company’s name,
a contact number and the message itself.
Repeat everything to make sure it is correct.
Be sure to ask whether it is urgent or not. If it
is, print the message and send it to the guest
room immediately.
Unit 4: Job Descriptions for Operators and Working Procedures
11. A telephone message slip
To:
Date:
Department / Room No.:
Time:
From:
Co. Name
Tel No.
Content
Taken by :
Unit 4: Job Descriptions for Operators and Working Procedures
III. Confidential service
The hotel guest does not allow any calls to
be put through to his room.
IV. Screen the call
The hotel guest allows certain calls to be put
through to his room. However the operator
needs to check with the guest before
transferring the calls.
Unit 4: Job Descriptions for Operators and Working Procedures
V.
How to provide Wake-up call service for
the guest
Remarks:
A wake-up call is very important, it has to
be exactly according to request, otherwise
people will be late for the meetings, flights
or appointments and it will reflect badly
on the hotel.
Automatic wakeup calls
Personal wake-up
call
Ask the guest’s name, room no.
and the time for wake-up call
Repeat the facts and
wish the guest a pleasant
“ Good Night”.
Note the details on the
wake-up call record
sheet
Set the wake-up call time on
the machine.
At the correct time call the
guest saying,
“ Good
Morning, Mr. /Mrs. This is
your XXX hour wake-up call.
Have a nice day!”
Make a mark on the wake-up
call record sheet to show it
was done.
Unit 4: Job Descriptions for Operators and Working Procedures
VI. How to handle fire alarm calls
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Get the informer’s name.
Confirm location with the informer.
Record these information in the fire alarm record book.
Call both the Fire Control Center in Security Department
and Duty Manager who will go to the site immediately to
check.
Staff from Fire Control Center will give PABX the reason for
the fire alarm which the operator will write carefully and
completely on the record sheet.
If the fire is serious and everybody must leave the hotel
premises, follow the fire evacuation procedure set up by the
hotel.
Chapter Three: Housekeeping Department (1)
Unit 1: Making a bed
Unit 2: Cleaning the Guest Bathroom
Unit 3: Cleaning the Guest Room and Pest Control
Unit 4: Cleaning Public Area / Carpet Spot Cleaning
/ Cleaning the Office and Locker Room
Chapter Three: Housekeeping Department (1)
Chapter Objectives:
 Know how to make a bed
 Know the procedures in cleaning the guest
bathroom
 Know the procedures in cleaning the guestroom
 Criteria in selecting the pesticide in pest control
 Know how to clean the public area
 Know how to do the carpet spot cleaning
 Know the procedure in cleaning the offices and
locker rooms
 Grooming standard for hotel staff
Unit 1: Making a bed
I.
Items required in making a bed




A piece of clean sheet
A clean quilt cover
One or two pillow cases
A clean bed spread etc.
Unit 1: Making a bed
II. How to make a bed
1.
2.
3.
4.
5.
6.
Pull the bed away from the headboard and
strip the bed
Lay bottom sheet right side up
Change quilt protector
Put pillow(s) into the pillow case(s) and put
them it in the middle near headboard
Put bed cover/ spread
Push the bed against the headboard and make
sure all look tidy.
Unit 1: Making a bed
Attention:
 Take guest’s belongs off the bed and hang the
guest’s clothes in the closet or fold them properly
and place them on a table or a chair.
 The sheet and quilt must be stripped one by one
to prevent wrapping guest’s clothing in them.
 Bed should be aired for a few minutes.
 Put quilt and pillows on a chair instead of carpet
for hygiene reasons.
 Put soiled linen into the laundry bag.
Unit 1: Making a bed
 Change mattress pad if it is stained. Turn
mattress according to schedule, usually once in a
quarter, and record it if it is due. Before turning
the mattress, remove any items on or near the
bed to make sure nothing is broken. Notice the
cleanliness of the mattress pad, change it if
necessary. Make sure mattress is placed
correctly on box to prevent damage.
 Regularly check mattress and bed spring box to
see if they are correctly placed.
Unit 2: Cleaning the Guest Bathroom
I.
Items required in cleaning the guest
bathroom







all-purpose cleaner
sponge
dry and damp cloths for dusting toilet bowl,
bath tub, and floor (identified by the colors of
cloth)
brush
basket
gloves, and
scrubbing pad
Unit 2: Cleaning the Guest Bathroom
II. How to clean the guest bathroom
Clean the bathroom floor
Clean the toilet bowl
Clean the shower stall
Clean the bathtub
Clean the basin, vanity top and
mirrors
Unit 2: Cleaning the Guest Bathroom
Remember to replenish the guest amenities
such as








toothbrush
toothpaste
comb
glass
soap
body lotion
shampoo
shower cap, etc.
Unit 3: Cleaning the Guest Room and Pest Control
I.
How to clean the guest room
Draw
the
sheer
curtains and blackout curtains
Vacuum
the floor
Replenish
supplies
Self check
Rubbish
disposal
Clean the
bathroom
Start cleaning the next
guest room
Remove used
and make bed
Dusting
linen
Unit 3: Cleaning the Guest Room and Pest Control
Attention:
Always clean the guest room in one direction,
either clockwise or counter-clockwiseto
eliminate criss-crossing the room.
Unit 3: Cleaning the Guest Room and Pest Control
II. Criteria in pesticide selection
 No odor ( or not fragrant odor)
 Highly effective
 Harmless to the human beings
Unit 3: Cleaning the Guest Room and Pest Control
III. Methods used in controlling pests





Spray pesticide on floor and furniture surfaces. We
only do this when guests are not present. Clean the
surfaces after a waiting period.
Leave the pesticide in certain areas where pests or
insects are found.
Machines that attract and kill the flies and mosquitoes
are also effective.
Rat-traps can be placed in certain areas where rats are
known to be.
Adhesive paper can be hung to catch flying insects in
staff/storage places that are off limits to guests.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
I.
Definition of Public Area
It includes two parts, one is for the guest use and
the other is for the staff use. The guest area is the
lobby, guest lavatories, lifts and escalators, outlets,
and banquet areas. The staff area is the entrance,
elevators, and staircase used only by staff plus
lockers and staff canteen.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
II. Procedures in cleaning the hotel lobby



Empty and clean the standing ashtrays as well
as the ashtrays spread around the lobby such
as on the Duty Manager’s Desk and near the
public telephone.
Clean the entrance constantly throughout the
day. If it snows or rains, put a foot mat or a
piece of narrow carpet near the entrance so
guests won’t slip on the wet surface and to
protect the floor.
Replace any furniture moved elsewhere by
guests.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
III. How to clean the guest lavatories
Before entering guest lavatories to clean
them, knock on the door and say
“ Housekeeping”. If there is no reply, you
may enter. If a guest is using the toilet,
wait outside until it is vacant. Remember
to place a plastic cone at the entrance while
you are cleaning.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
The procedure for cleaning public rest rooms:
 Refill all soap dispenser and towel dispensers
 Empty all trash cans
 Use a cloth dipped in diluted disinfectant solution, damp
wipe all fixtures such as mirror, pipes, faucets and dispensers.
Spot clean cubicle partitions and door handles if necessary.
 Rinse cleaned surfaces, wringing the cloth under the tap as
needed.
 Use the same diluted disinfectant, clean tops and bottoms of
toilet seats and all exterior surfaces. Dry these surfaces with
a soft cloth. Do the same for exterior surfaces of urinals,
including pipes.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
 Use cleansers for the wash basins.
 Do not use abrasives but clean toilet bowls and inside
urinals with the appropriate detergent. Be careful not to
drip on the floors or chrome parts. The solution must
stay on the fixture for several minutes.
 For floors, use a very wet mop to apply disinfectant
solution. Do not wring the mop, allow excessive
solution to drip back into the bucket. Allow the floor to
remain wet for several minutes to maximize the
effectiveness of the solution. Use a squeegee, push
excess solution toward the floor drain then rinse with
clean water stored in a bucket with wringer.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
IV. Procedures in cleaning the outlets
Pull out tables and chairs,
pick up crumbs on seats
and under tables
Wipe seats, bar stools, and bar counters
with proper cleaner. Leather stuff must be
carefully
cleaned
and
maintained
periodically.
Pick up large pieces of debris around each
table before vacuuming to save wear and
tear on vacuums.
Vacuum around each table
Wipe window frames or other
surfaces, table posts, table legs,
metal floor vents with a cloth
damped with all-purpose cleaner
Wipe the hostess’ desk
Clean
the
telephone sets
Spot clean walls or
any stains on the
carpet.
Clean the foot place or
treadle or handle that
opens the outlet door
Use the vacuum to clean any
staircases,
accessories,
decorations, or light fixtures.
Dust
and
polish
metal chairs, paying
particular attention
to chrome parts,
since the fingerprints
can show easily
Polish foot rails
Dust tables and chairs
or any wood surfaces
with a chemically
treated cloth
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
V.
How to do the carpet spot cleaning



Start cleaning from outside rim to center with
cloth and sponge. Do not use brushes because
they damage the carpet piles.
Use a sponge to absorb remaining detergent to
avoid corroding and damaging the carpet.
Always remember: no matter what stain you
are removing, the last step is to comb the
carpet using the hand brush or pile lifter to
raise the pile up to its normal height.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
VI. How to clean the office
1. Start with picking up the trash and empty
all trash bins, waste baskets and ashtrays.
Wipe all trash bins, waste baskets and
ashtrays with damp cloth. Wash them if
necessary.
2. Clean the windows.
3. Do dusting
4. Do vacuuming
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
VII. How to clean the staff locker room
1.
Items used in cleaning the staff locker room








broom
dust pan
cloth
mop
toilet brush
scrubbing pad
toilet cleaner and
all-purpose cleaner
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
2. Procedures in cleaning the staff locker room
Tidy up
Clean shower areas
Discard all rubbish
Clean toilets
Clean rubbish bins
Clean urinals
Clean walls
Clean top of lockers
Wipe the surface of lockers
Mop the floor
Report defects
Clean mirrors
Finish
the
scheduled cleaning
Clean counter and basins
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
VIII. The detailed grooming standard for hotel staff




Put on a clean uniform that has no buttons missing,
damages or tears. Do not roll up the cuffs or
sleeves.
Change from a dirty, wrinkled uniform or one with
body odor in the uniform room.
Female staff wear skin color stockings and black
shoes, male staff wear black socks and black shoes.
Finger rings are limited to one ring per person,
either engagement ring or marriage ring.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
 Female staff are not allowed to wear large or
hanging earrings, bracelet or jewelry.
 Male staff’s hair should not reach his collar.
Female staff’s long hair should be tied up, short
hair should not reach her shoulder. All hair pins
and clips should be black.
 Keep fingernails short and clean. Do not polish
nails during work.
 Wear a name tag properly. If it looks old or
breaks, change it in Human Resources
Department.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
Attention:
 Take a shower every day.
 Brush your teeth every day, especially after
meals, for fresh breath.
 Men must be cleanly shaven at all times.
 Wash your hands frequently, it is essential to
do so after using the toilet and before meals.
Chapter Four: Housekeeping Department (2)
Unit 1: Providing Turn-down Service
Unit 2: Managing Mini-bar Beverage/
Conducting Linen and Uniform Inventory
Unit 3: Checking Room Status
Unit 4: Handling Guest Laundry
Chapter Four: Housekeeping Department (2)
Chapter Objectives:
 Know how to provide turn-down service for
the guest
 Know to how to manage mini-bar beverage
 Know how to conduct linen and uniform
inventory
 Know how to check room status
 Know how to handle guest laundry
Unit 1: Providing Turn-down Service
I.
Procedure in providing turn-down service
The first step is to rinse all used glasses in
the wash basin with hot water and empty
the rubbish bin.
The second step is to turn down the bed as
follows:
Unit 1: Providing Turn-down Service
1. Fold bed cover and store it inside the
luggage bench / cabinet.
2. Take a quilt corner by the telephone side
and fold into a triangle.
3. Place pillow properly, smoothing creases.
Pillow opening should not show up.
4. Put breakfast menu card on folded quilt,
parallel to pillows.
5. Guest questionnaire goes on the folded quilt
if guest is checking out the following day.
Unit 1: Providing Turn-down Service
6. Place night card on top of the pillow in
center.
7. Put slippers near the bed.
8. Close day and night draperies.
9. Wash drinking glasses and tidy the
bathroom. See that the shower curtain is
inside the bath tub and the foot mat is near
the bath tub. Replenish any used amenities.
10. Fill ice bucket 1/2 full.
Unit 1: Providing Turn-down Service
11. Have a look around to be sure everything is done
before leaving the guest room.
12. Leave entrance ceiling light and bedside table light
on.
13. If the guest is in the room, say, “ Good Night, Mr.
or Mrs. XXX.”
14. Fill the working report including in and out time,
number of guest and note anything special. Mark
down time of D.N.D. or guest refuse service
( G.R.S).
15. Slip a “ Privacy Card” under the door.
Unit 1: Providing Turn-down Service
II. Night Card
The night card has well-wishing words like
“ Hope you have sweet dreams” printed on
it.
Unit 1: Providing Turn-down Service
III. Privacy Card
Words like “ We could not provide the
turn-down service due to the DND, if you
require this service later, please contact
XXX No., we will be happy to assist you.”
are on the Privacy Card.
Unit 2: Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
I.
How to manage mini-bar beverage



Two copies are made for a mini-bar check. The
first copy is for the guest and shows amount
consumed. The second copy is left inside the
mini-bar for stock replenishment.
For consumption in a checked out room, fill in
the check and hand the first copy to your
supervisor, who will pass it on to Front Desk
receptionist twice a day, noon and 16:00 hour,
and staff there will handle it.
At 2:00 am anybody on night shift will start to
restock items on each floor.
Unit 2: Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
 There are two keys, one for the room attendant
to take items out and put in the mini–bar in each
guest room, the other key is for staff who
restocks items in each floor pantry.
 As you check mini-bars, pay attention to the
quality of the beverage date of manufacture,
storage period and expiry date. If the quality is
not up to the standard, inform the supervisor so
he or she can handle it.
Unit 2: Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
II. How to conduct linen inventory






Linen inventory is conducted on monthly basis.
The job is completed within one day.
Linen is kept in one place, not moved from one
area to another while being counted.
Before inventory day, normally one day in
advance, the laundry department
distributes clean bedding / towels, etc. to linen
storage place for each outlet
according to the par level.
Unit 2: Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
 Each outlet is responsible for its own inventory.
 There are five parts to the count: each floor
( pantry + guest rooms), each outlet,
 health club, laundry, and general store.
 The laundry supervisor, in charge of linen and
uniforms, submits a monthly inventory report to the
Executive Housekeeper, Financial Controller and
the General Manager.
Unit 2: Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
III. How to conduct uniform inventory




Conducted on a monthly basis
Closed system, uniforms are held in one place
to ensure an accurate count
Done in one day, normally takes 4-5 hours
Relevant department heads keep track of costs
for uniforms.
Unit 2: Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
IV. “One for one” principle in uniform
management
Staff get one clean shirt for a dirty one
handed in to the Uniform Room; another
aspect is that the same uniform can not be
shared by two staff.
Unit 3: Checking Room Status
I.
What to check ?





Check vacant rooms
Check out of order rooms
Record the status on a daily room assignment
sheet
Check occupied rooms
The room status shown on a computer screen
must conform to the actual status
Unit 3: Checking Room Status
II. What if?
1. How about a contradictory status? A guest
room is listed VC, but maybe guest
belongings are still in this room.
Inform the Housekeeping coordinator. Then
Duty Manager, and Assistant Housekeeper
will check for a possible “ sleeper” or an
incorrectly up-dated room status from the
previous day’s work.
Unit 3: Checking Room Status
2. When you knock on a door of a VC room
and suddenly a guest answers,
Politely apologize for disturbing him/her;
explain that you are conducting a daily room
check and then excuse yourself. Do not run
away from the guest.
Unit 3: Checking Room Status
3. When a VC room is found to be VD ( vacant
and dirty),
Call the Office Coordinator immediately to
change the status.
Unit 3: Checking Room Status
4. The purpose of checking room status again
and again, every two hours, is
To ensure actual room status conforms with
computer list.
Unit 4: Handling Guest Laundry
I.
Procedures in handling guest laundry




At about 10:00 A.M. every morning check all
occupied rooms for laundry requests from
guests.
Mark down room number and name of guest
and any special request on the laundry list.
Write down your name and time of pick-up on
the top right of the laundry list.
Tie the laundry bag firmly to protect the
guest’s belongings.
Unit 4: Handling Guest Laundry
 Do not put laundry just anywhere. It goes in the
pantry then in the linen chute, at an outlet so the
laundry staff can pick it up.
 The charge will be posted to the guest’s account
by laundry staff.
 If a guest requests express service, contact
Laundry Office to inform them of this. Confirm
pick-up time with them.
 Clean laundry is put in the guest room according
to instructions, such as hung in the closet, or
folded and put on the table
Unit 4: Handling Guest Laundry
II.
Sample of laundry list
XXX Hotel
湿洗Laundry
干洗Dry Cleaning
No. XXXXXX1
熨衣Pressing
如需服务请按XXX NO For service, please press XXX No.
房号 Room No.
客人姓名 Guest Name
客人签名 Guest Signature
日期 Date
时间 Time AM/PM 上午/下
午
特别指示 Special instructions
Unit 4: Handling Guest Laundry
 普通服务：上午11：00前收取的衣物即日可送回
 Same day service: collected by 11:00, delivered on the same day.
 加快服务（四个小时）下午2点钟前收取的最后的衣物，即日
可送回，百分之五十附加费。
 Express Service (4 hours)， latest collection by 14:00, delivered
on the same day. 50% surcharge.
 熨衣服务 早上七时至晚上六时，收衣一小时内送回。
 Pressing service (1 hour) Pressing is available from 07:00 to
18:00.
 隔夜熨衣于早晨八点中归还。
 Overnight pressing returned by 08:00.
Guest Count
贵客点数
Hotel Count
酒店点数
Laundry Items
洗衣项目
Normal shirt
普通恤衫
Blouse
女装恤衫
Sport/T-shirts
运动衣/T恤
Jacket
外套
Dress
连衣裙
Skirt
短裙
Pants/Jeans
西裤/牛仔裤
Shorts
短裤
Pyjamas(2pcs)
睡衣裤（二件/套）
Night Gown
睡袍
Undershirt
内衣
Underpants
内裤
Socks/Stockings (Pair) 短袜（每对）
Handkerchief
手帕
Price RMB
Laundry洗衣价格（RMB）
Guest Count
贵客点数
Hotel Count
酒店点数
Dry Cleaning / Pressing Items
干洗/熨衣
Suit (2 pieces)
西装（二件/套）
Jacket / coat
外套
Slacks / pants
西裤
Shirt / blouse
恤衫
Skirt
短裙
Skirt ( full pleated)
打摺短裙
Dress
连衣裙
Dress (evening)/ Tuxedo 晚礼服
Vest
背心
Sweater
毛线衣/羊毛衫
Tie / scarf
领带/纱巾
Overcoat / long coat 大衣
Shirts return □ On hanger
衬衫交回
挂起
Plus 15% surcharge 加收15%服务费
□ Starch
浆
Total amount 总计
□ Folded
折叠
Price RMB 价格（RMB）
Dry Cleaning
干洗
Pressing
熨衣
Unit 4: Handling Guest Laundry
Remarks:
1. Should the list be omitted or not itemized, the hotel
count will be taken as correct.
2. All laundry / valet/dry cleaning is accepted by the
hotel at owner’s risk. While the utmost care will be
exercised by the Hotel. The liability of the Hotel is
limited to Ten times the value of the laundry/
valet/dry cleaning charges. The Hotel shall not be
responsible for any further loss or damage
howsoover arising.
3. Shirts will be folded and blouses will be on hanger
unless otherwise requested.
Unit 4: Handling Guest Laundry
说明：
1. 如客人未填写衣物数量，将以本饭店所计
数量为准。
2. 本饭店若在正确的洗涤操作下若造成衣物
的任何损坏，最高赔偿额不超过衣物洗熨
单价的10倍。衣物上的装饰品和衣兜里的
物品损坏或遗失，饭店概不负责。
3. 送还衣物时，除非有特殊要求，否则男衬
衫将以折叠方式送回，女式衬衫将挂架送。
Chapter Five: Housekeeping Department (3)
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
Unit 2: Handling the Daily Work Report
Unit 3: Handling Lost and Found
Unit 4: Scheduling Guest Room Maintenance
Chapter Five: Housekeeping Department (3)
Chapter Objectives:
 Master categories of keys in a hotel
 Job descriptions for an Order Taker
 How to handle the Daily Work Report
 How to handle Lost and Found
 Reasons in scheduling guest room
maintenance
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
I.
Categories of keys in a hotel
The first category is MKA (紧急万能钥匙)，which
can open all guest rooms, including double-locked
rooms, from both inside and outside. Normally only
General Manager and Duty Manager have control of
MKA.
The second category is MKB (总万能钥匙)， which
can open all guest rooms excluding double-locked
rooms. The Assistant General Manager, Director of
Rooms or Executive Housekeeper and Floor
Supervisor will have these keys.
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
The third category is Area Master Key (区域
万能钥匙)， which can be held by Floor
Team Leaders and a room attendant for
afternoon shift.
The last category is the floor master key ( 楼
层万能钥匙)， which room attendants have
on any shift.
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
II. How to manage a master key if you are a
room attendant?



Make sure that the floor number, date and
your signature is properly put in the record
book to be sure no one else has signed out the
same key.
Put it in your trouser pocket while working.
If you have any magnetic items or hard items
in your pocket, move them to another pocket.
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
 Be careful not to bend or break the keys, but if that
happens, inform the order taker or your supervisor.
 Do not lend your keys to anyone after you signed
them out.
 After finishing your shift, sign in the key in the
Housekeeping office.
 Write the time, date, and your floor number in the
record book. Then you can leave the hotel for
home.
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
III. Job descriptions for an Order Taker


Ensure guest satisfaction, that is, handle
guest’s request promptly;
Communicate effectively by taking requests,
writing them in certain log books and passing
messages to relevant people or doing the
follow-up job as well;
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
 Keep accurate record books. For example, in
Housekeeping, note down necessary information,
be responsible for receiving lost and found items,
record situations about pest control, keep track
of the number of pagers and their latest status,
release and record master keys distribution,
keep reports about discrepancy rooms, follow-up
with the baby-sitter service, and so on.
 Fill in flower order request form and make
necessary arrangements with florist.
 Be flexible and willing to do other jobs assigned
from time to time
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
IV. Sample of flower order request form
Date
Guest Name/
Staff Name
Room No./
Department
Time or
Date
Needed
VIP
Code
Rate
Flower
Type
Cost
Handled
By
Remarks
Unit 1: Controlling Keys and Master Keys / Job
Descriptions for an Order Taker
V.
Who will usually call Order Taker to
request flowers?
Floor attendant upon guest’s request,
guests themselves, Food & Beverage staff,
Sales & Marketing staff, Duty Manager.
Unit 2: Handling the Daily Work Report
I.
1.
2.
3.
4.
How to handle Daily Work Report as a
staff on AM shift
Fill the report accurately and as soon as
you start your shift to include:
“Time in” and “ time out” or the shift you
work.
Physical room status after the room is cleaned.
Actual number of guests in your area.
Items on loan to the guest.
Unit 2: Handling the Daily Work Report
5. Welcome amenities, namely, put special amenities
such as flower basket, bottle of red wine, fruits or
welcome chocolate according to VIP Code, different
levels of VIP do not have the same amenities.
Different hotels have different special amenities for
their VIP members.
6. Any missing items in the guest rooms
7. D.N.D , G.R.S, Sleep out and Skip.
8. Every day at 16:00 hour, physical status of room
checking.
Unit 2: Handling the Daily Work Report
At the end of your shift, your Supervisor
collects the report and gives it to Housekeeping
Office.
Unit 2: Handling the Daily Work Report
II. VIP categories and coding system
VIP 等级以及代码
目的：
制订此程序方针的目的在于确保酒店对客服务保持一致性，为酒店的贵宾赠品配送
提供统一规范的标准。
程序：
1、根据客人的重要程度，把VIP客人分为A.B.C三类。
、根据客人的重要程度， 把VIP客人分为A、B、C三类。
．1 A级标准：政府官员、大集团总经理以上，协议价使用行政套房的客
2. VIP赠品等级需总经理、副总、部门总监以及经理签字方可赠送：
人。
2．1 A级VIP赠品需总经理签字；
1．2 B级标准：经理、媒介、演艺界明星、市政府、酒店同行、协议价
2．2 B级VIP赠品需副总经理、销售总监和房务总监签字；
使用套房的
2．3 C级VIP赠品需销售经理、前厅部经理签字。
客人；
1．3 C级标准：回头客、长住客、大型活动的协调人。
3、控制成本。
4、接待VIP客人
4．1 A级VIP客人由总经理、副总、销售总监和房务总监在前台接待给客人做房间登
记入住时陪同接待；
4．2 B级VIP客人由总监级以下的部门经理在前台接待给客人做房间登记入住时陪同
接待；
4. 3 C级VIP客人由大堂副理在前台接待给客人做房间登记入住时陪同接待。
5、所有VIP房间每日都加送XXX当地日报。
备注：后附果篮等级标准
果篮等级
级
A
名称
单位
数量
香蕉
个
2
苹果
个
1
橙子
个
1
橘子
个
2
葡萄
斤
0.7
猕猴桃
个
1
红酒
瓶
1
小吃
碟
点心
碟
总成本
单价
（元/斤）
合计金额
（元）
B
名称
单位
数量
香蕉
个
2
苹果
个
1
橙子
个
1
橘子
个
2
葡萄
斤
0.7
猕猴桃
个
1
点心
碟
总成本
级
单价
（元/斤）
合计金额
（元）
C
名称
单位
数量
香蕉
个
1
苹果
个
橙子
个
橘子
个
2
葡萄
斤
0.7
总成本
级
单价
（元/斤）
合计金额
（元）
Unit 2: Handling the Daily Work Report
III. How to handle Daily Work Report as a
staff on PM shift



Clean the corridors of guest floors by
vacuuming the carpet, dusting the pictures and
wiping picture glass
Clean staff staircases and staff elevators
Clean guest elevators and standing ashtrays
Unit 2: Handling the Daily Work Report
 Provide turn-down service for both occupied
rooms and new arrivals. For newcomers, note
down the time of turn-down service and change
the room status as well.
 Check VC rooms. Both occupied rooms and
rooms with VC status are checked at this time to
ensure that everything is running smoothly
according to our standard.
 Remember to fill in the reports properly and
hand them in to the supervisor before a room
attendant finishes the duty at 22:00 hour.
Unit 3: Handling Lost and Found
I.
How to handle Lost and Found items




Hand in any lost and found items to Housekeeping staff
who are in charge of this issue. They will record it and
keep it in a special place.
If you can not leave your post just then, inform
Housekeeping Office so they can send somebody to get
it.
Fill in the lost and found record.
For items found in staff areas, Housekeeping
Department will inform Human Resources Department,
who will put a message on the staff notice board so the
loser will know where it is.
Unit 3: Handling Lost and Found
II. Sample of a Lost and Found record
Lost and Found Record
Date:
Time:
Room No.:
Location:
Description of the item:
_________________________________
_____________________________
Finder’s information HSKP Verification
Name:
Handled by:
Department:
Returned by:
Unit 3: Handling Lost and Found
III. Guidelines for disposing of lost and found items
which nobody claims





General items are kept for three months then are
donated to the finder.
Valuable items are kept for six months then the General
Manager decides what to do with them.
Unopened beverages bought outside the hotel, and
other non-hotel stuff, are kept for three months then
given to the finder.
Beverages provided by the hotel, no matter whether
they are opened or unopened, are returned to Food &
Beverage Department. Opened bottles are kept one
week then poured down the drain.
Opened food packages are keep three days then thrown
away.
Unit 3: Handling Lost and Found
IV. How are items recorded and handled in the
Lost and Found section?
Everything needs to be:




Verified;
Checked against a Lost and Found Record;
Given a number according to sequence;
Recorded on the Master Lost and Found
Record
Unit 3: Handling Lost and Found
 Owners may be looking for lost belongings so items
should be recorded and kept right away.
 Be careful to put on a label properly, then it is easier
to read.
 Recording is normally done by the Coordinator or
the Supervisor, while the Housekeeping Manager’s
job is to put them in Lost and Found.
 Only Supervisors and Housekeeping Manager have
access to this area.
Unit 3: Handling Lost and Found
 A guest is not allowed access to the Lost and Found
section.
 Clothes like shirts, shorts, underwear, are recorded
first and sent to Laundry for washing, then placed
accordingly.
 Items are kept and stored logically according to day
and month.
 The label should be facing outside for easy retrieval.
Unit 3: Handling Lost and Found
V.
Date
日期
Location
地点
Sample master lost and found record
Guest Name
客人姓
Detailed Description
物品详细描述
Finder
捡拾者
Recorded by
记录者
No.
号码
Claimed by
提取者
Date
提取日期
Issued by
发放者
Remarks
备注
Date
日期
Room No.
房间号
No.
编号
Description for the
item
遗留物品名称
Sent by
客房部送物
人
Received by
洗衣房
接受人
Returning Date
送还日期
Sent by
洗衣房
送物人
Received by客
房部接收人
Remarks
备注
Unit 4: Scheduling Guest Room Maintenance
I.
What areas does scheduling work cover?




weekly duty roster
monthly linen inventory and guest room
general cleaning
quarterly guest room furniture inventory
maintenance scheduling and guest room
general cleaning, both done on a yearly basis
Unit 4: Scheduling Guest Room Maintenance
II. Reasons for doing careful and detailed
planning work





ensure enough employees are on duty to
provide satisfactory service for our guests,
expand the life of our furniture and fixtures,
control the cost of linen thus maximize profit,
improve and maintaining cleanliness of guest
rooms, and above all,
provide a clean, comfortable and highstandard environment in the hotel.
Unit 4: Scheduling Guest Room Maintenance
III. How to do guest room maintenance work?




It’s according to plan.
Arrange for specific staff to be in charge of
preparing necessary tools and cleaning
detergents.
Start work.
Communicate with Engineering and Front
Desk about each room status to ensure the
hotel has sufficient room categories to rent
every day. The rooms are blocked and released
accordingly.
Unit 4: Scheduling Guest Room Maintenance
 Engineering Department and Housekeeping do
maintenance together, pay attention to the room
category.
 Another factor the Housekeeping Dept. needs to
consider is occupancy. If it is too high, the
maintenance job has to be postponed.
 Another reason the Housekeeping Dept. needs to
communicate with Front Desk and Engineering
is to give them time to prepare for certain jobs.
Chapter Six: Food & Beverage Department (1)
Unit 1: Serving Breakfast in a Chinese Restaurant
Unit 2: Serving Chinese Lunch
Unit 3: Serving Chinese Dinner
Unit 4: Private Dining Room (PDR) Service
Chapter Six: Food & Beverage Department (1)
Chapter Objectives:
 How to set up breakfast table in a Chinese
Restaurant
 How to serve guests during the meal
 How to set up lunch table in a Chinese Restaurant
 How to take orders
 The sequence in serving dishes
 How to close the outlet
 How to prepare the Private Dining Room
 How to do fish portioning
Unit 1: Serving Breakfast in a Chinese Restaurant
I.
How to open the outlet




Get the key from Front Desk or Security
Department.
Open the outlet and turn on the lights.
Walk around to check that the lights, tables,
chairs, and all equipments are in good
condition.
In case of damaged furniture and equipment,
contact Engineering Department.
Unit 1: Serving Breakfast in a Chinese Restaurant
II.
How to set up breakfast table in a Chinese
Restaurant





Place the bone plate one inch from table edge with soya
dish above it.
Put chopsticks holder on right hand side then the tea
cup on the tea saucer to the right of the holder.
Shark’s fin bowl and spoon inside with the handle
facing left go to the left side of bone plate.
Put an ashtray, toothpick holder, and flower vase at
center of the table.
The dimsum menu goes around the ashtray and
toothpick holder, covering them so guests can’t see
them when they approach the table. Turn the contents
of the menu facing outside.
Unit 1: Serving Breakfast in a Chinese Restaurant
III. No. of captain orders and its respective
usage
4 copies: first copy is for kitchen, second
for cashier, third for pantry and last for the
outlet.
Unit 1: Serving Breakfast in a Chinese Restaurant
IV. How to remove ashtrays
1. Remove ashtrays if there are two cigarette
butts in them.
2. Put several clean ashtrays on a tray.
3. Place a clean one on top of a dirty one and
remove both from the table.
4. Leave the bottom dirty one on the tray,
return the clean one to the table.
Unit 1: Serving Breakfast in a Chinese Restaurant
V.
How to serve guests during a meal



Remove ashtrays if there are two cigarette
butts in them.
Pour tea into cups from guest’s right hand side.
Start from the oldest person or main guest or
person of highest rank then move clockwise.
Change the guests’ hot towels when dirty.
Unit 1: Serving Breakfast in a Chinese Restaurant
VI. How to load the rectangular tray to reduce
breakage and improve efficiency



Stack things of similar size together to carry
more at once;
Place fragile and small items such as glassware
and spoons along one edge of tray;
Put big items such as plates, empty bottles
along opposite side then carry the tray with
heavy side closest to your body.
Unit 2: Serving Chinese Lunch
I.
Lunch table set-up




Place a Lazy Susan stand and glass top in the
center of the table. Clean it with glass detergent
and cloth.
Each place setting is laid out the same as for
dimsum plus a silver spoon beside the chopsticks to
the left.
Put ashtrays, toothpick holder and flower vase in
the table center as well as soya holder and vinegar
holder.
The menu goes around the ashtray and toothpicks
with logo facing outward.
Unit 2: Serving Chinese Lunch
 A divided dish and a plate with snacks go
between vinegar holder and soya dish that is in
front of the bone plate. Chili sauce and mustard
are inside the divided dish.
 Put one bottle of wine/ liquor near an ashtray if
the outlet is promoting a certain beverage at the
moment.
 Place folded napkin on each bone plate.
 Chairs are set around the table, one for each
plate.
Unit 2: Serving Chinese Lunch
II. Contents of daily briefing







Daily special
Items which are not available for the day
Hotel information such as what events are
being held in the hotel that day
Hotel VIP guests’ names
Previous (10) day’s revenue
Daily training items
Follow-up jobs
Unit 2: Serving Chinese Lunch
III. How to taker orders



Take drink orders first
Use the Captain Order, notebook or
computer to record guests’ decisions,
meanwhile
Repeat everything to make sure it is correct
Unit 2: Serving Chinese Lunch
IV. How to serve dishes during lunch
Generally, dimsum is first, then




cold dishe;
soup;
hot dishes such as sweet and sour pork with
pineapple, or stir-fried beef;
whole fish;
Unit 2: Serving Chinese Lunch
 chicken;
 green vegetables such as bean curd and broccoli ;
 rice or noodles, including fried rice and
dumplings;
 fruit is last course.
This is for Cantonese cuisine served in this
order to guests from southern China. If
guests are from northern China, the staff
serve dimsum last because northerners like
to eat them instead of rice or noodles.
Unit 3: Serving Chinese Dinner
I.
The last order time
Around 21:50 hour.
Unit 3: Serving Chinese Dinner
II.
How to close the outlet





Place the dirty glassware, chinaware, etc in stewarding
and clean them as well. After cleaning, store them
properly in the cabinets.
Make a list of dirty linen to be washed in Laundry in
the record book so next morning staff can replace the
linen.
Write any follow-up jobs in the log book such as flowers,
birthday cake or special parties.
Switch off all air-conditioners, lights, TV sets. Take hot
towels out of the towel heater.
Check for belongings left behind in our outlet. If there
is, note down in the log book so your colleagues can
trace the guests to return them.
Unit 3: Serving Chinese Dinner





Put out any lit cigarette butts in ashtrays.
Switch off the gas stoves.
Lock all cabinets and storage places.
Lock the gate of our outlet as you leave.
The outlet manager or supervisor will send the key
to Front Desk or Security Department according to
hotel regulations.
 Send the log book to Room Service or F&B office.
Unit 4: Private Dining Room (PDR) Service
I.
How to prepare the PDR




PDR is set up as per request such as: number of
guests, table and seating arrangements, tabletop
requirements.
If the guest’s history has been recorded, it will state
his/ her likes, dislikes and special requirements.
Use that as a guide.
Special requirements may include certain table
decorations, a baby chair, a wine basket or warmer
Chinese wine, vegetarian menu with no pork, no
lard, preference for rock sugar.
Provide one menu for three to four people. When
the menu has been selected by the host guest, place
it on the table.
Unit 4: Private Dining Room (PDR) Service
 Have all condiments and sauces ready according to
the menu.
 Service staff assigned to PDR check whether the
kitchen is in order, ready for service.
 The manager introduces himself/herself to the host
or organizer and finds out what kind of party is to be
held.
 The service staff must know who the host/organizer
is, who the guest of honour is and how they should
be addressed.
 Service staff check whether wines/ liquors/beverage
displayed inside the service bar meet the host’s
requirements.
Unit 4: Private Dining Room (PDR) Service
II.
How to do fish portioning



Before serving a whole fish, pre-set small bowls with
spoons, one per guest, at the service station. Also have
two additional bone plates ready to lay the fish head
and tail ( 1/2 fish head and 1/2 fish tail on each plate).
When serving PDR guests, put the fish on the table with
fish head facing the guest of honour. Politely ask the
host if he/she prefers the fish to be portioned.
If yes, take the fish to the service cart or service station
after showing it to everyone, especially the host and
guest of honour.
Unit 4: Private Dining Room (PDR) Service
 Move spring onion and ginger onto a side of the plate.
 Cut in the middle of the fish and move the meat to
both sides. If the guest wants the fish to be deboned,
cut off the head and tail first then remove the big
bone carefully and put it on a bone plate. Be sure
there is no meat left on the bone.
 Cut meat into equal portions according to number of
guests, put it into the pre-set small bowls with a little
spring onion, ginger and soya sauce on top then
serve.
 Serve the fish head and tail to the guest of honor and
the host
Unit 4: Private Dining Room (PDR) Service
III. The frequency in changing hot towels
during a meal
Hot towels need to be changed at least two
or three times for PDR guests.
Chapter Seven: Food & Beverage Department (2)
Unit 1: Breakfast Buffet in a Western Restaurant
Unit 2: Serving Lunch / Dinner Buffet in a Western
Restaurant
Unit 3: Serving A-La-Carte in a Western Restaurant
Unit 4: Handling Guest Complaints
Chapter Seven: Food & Beverage Department (2)
Chapter Objectives:
 Mise-en-place for breakfast buffet in a Western
Restaurant
 How to set up lunch/dinner table in a Western
Restaurant
 How to serve guests during the meal
 The sequence in serving a-la-carte in a Western
Restaurant
 Reasons for guests to make complaints
 How to handle a guest’s complaint
 Tips conducive to staff in handling complaints
Unit 1: Breakfast Buffet in a Western Restaurant
I.
Mise-en-place for breakfast buffet in a Western
Restaurant






Get the outlet key from Security Department or Front
Desk.
Open the door, turn on the lights, check if lights, tables,
chairs or any equipment need maintenance.
Put coffee beans into the coffee machine, switch it on then
place a coffee jug or tea pot ready to catch brewed liquid.
Put ice into the ice bucket.
Switch on the fruit squeezer.
Get the stove ready for making omelets.
Unit 1: Breakfast Buffet in a Western Restaurant
II. How to serve breakfast buffet?



Take away soiled plates promptly,
Pay attention to the dirty ashtrays,
Change sets of fork and knife if necessary.
(Please note there
is no candle for
breakfast set-up.)
Unit 2: Serving Lunch / Dinner Buffet in a Western
Restaurant
I.
How to set up lunch /dinner buffet in a
Western Restaurant






Place the fork 2cm from edge of table.
Knife is 8 inches away, parallel to fork.
Spoon goes to the right side of the knife.
Put BB ( bread and butter) plate next to fork.
Water goblet is 1 inch away from and in front
of the knife.
Coffee cup is placed on a saucer with the
handle at 5 o’clock and a teaspoon next to the
handle.
Unit 2: Serving Lunch / Dinner Buffet in a Western
Restaurant
 Vase with flowers goes in the center of table.
 Place salt and pepper shaker 1 inch from flower
vase.
 Sugar bowl is also 1 inch away from flower vase.
 Don’t forget an ashtray in the center of table.
 Folded napkins go between fork and knife.
 Arrange chairs around the table, one for each
napkin.
Unit 2: Serving Lunch / Dinner Buffet in a Western
Restaurant
II. How to serve guests during the meal?
1.
2.
3.
4.
Pull chairs out for guests when they arrive.
Take the drink order starting with the lady
then move clockwise.
When guests go to pick up food, staff can assist
guests, perhaps by putting food on their plates
when necessary etc.
Help guests carry dishes to the table if they
have two plates.
Unit 2: Serving Lunch / Dinner Buffet in a Western
Restaurant
5. Unfold the napkin for the guest, touching a
minimum of it, edges only.
6. Stand on right hand side of the guest. “ Enjoy
your meal please, Sir / Madam.” If you know
the guest’s name, make sure to address him by
name.
7. Leave the table discreetly.
8. Take away the soiled plates as soon as possible,
changing bread and butter plates frequently if
guests eat seafood.
Unit 2: Serving Lunch / Dinner Buffet in a Western
Restaurant
9. Fold napkins and put them on the table if guests
leave to pick up more food.
10. Change cutlery after salad before main course,
then again change cutlery to dessert fork and
knife before guests have dessert.
11. Upsell a second drink, i.e. coffee or tea with
dessert.
12. Help carry seafood if guests order from the
show kitchen.
Unit 2: Serving Lunch / Dinner Buffet in a Western
Restaurant
III. How to close the outlet




Clear and reset the tables for breakfast
Switch off lights, coffee machines, and other
equipments.
Lock the door and send the key to Security
Department or Front Desk in some hotels.
Remember to send the log book to F&B office.
Unit 3: Serving A-La-Carte in a Western Restaurant
How to serve a-la-carte
 Service sequence is: appetizer, soup, salad, main
dish and dessert.
 Before you pick up an order from the kitchen,
check everything carefully, that it is the correct
dish for that table and person, that the
accompanying sauce or dressing goes with that
order.
 Serve hot food on a warmed plate, cold food on a
chilled plate.
Unit 3: Serving A-La-Carte in a Western Restaurant
 Use the oval tray to carry more dishes at the
same time.
 Say the name of dish as you present it to the
guests.
 Take away soiled plates and change cutlery for
each course.
 Do not forget to say “ Enjoy your meal, Sir or
Madam” after you finish serving.
Unit 4: Handling Guest Complaints
I.
Reasons for guests to make complaints










Needs of our guests have not been met.
We have not worked to our own standard.
Delayed orders, guests are impatient.
Wrong order was served.
Billing was incorrect.
Not enough attention paid to guests.
We give false promises.
Mix-up in reservations.
Poor food hygiene.
Guests are in bad mood/having a bad day.
Unit 4: Handling Guest Complaints
How to handle guests’ complaints
II.




First step is to allow guests to blow off their steam.
Listen attentively and never interrupt the speaker.
Second step is to clarify facts so you can identify the
problem.
Third step is to summarize the situation and offer
alternatives as a solution.
Last step is to say what you intend to do. Ask the guest
for feedback about your plans, he may have a better
idea/solution. Then you take action.
Thank guests for bringing this matter to your attention.
Remember: promise only what you can do.
Unit 4: Handling Guest Complaints
III. Do’s and don’ts in handling complaints






Do listen carefully, do not panic and do not interrupt,
let the speaker finish his or her complaint.
Do accept his or her feelings with empathy.
Do clarify the complaint by repeating it back in your
own words, then ask what the guest would like you to
do. At this stage, be non-committed.
Take action if you can.
Thank the guest for bringing this matter to you.
Do not argue, saying “it is your mistake, not mine”.
Unit 4: Handling Guest Complaints
 Do not offer excuses like “ I have a bad
headache”.
 Do not blame others, “ it is my colleague’s fault”.
 Do not take it personally, “why are you pointing
finger at me?”
 Do not make the customer feel small, “no one
else complains. Why do you?”
 Do not make false promises, “ I am sure that my
manager will agree with you and give you 50%
discount.”
 Do not ignore or brush off a complaint.
Unit 4: Handling Guest Complaints
IV. Tips conducive to staff in handling guests’
complaints







Ignore personal remarks and insults as the guest is mad
with the hotel, not with you.
Tell guests that you will help if they give you a chance.
Listen carefully, ask questions so you understand the
problem.
Remember that you can not help if you have no facts.
Apologize when you know the hotel is at fault.
Try to remain calm at all times.
Be honest as you handle the situation.
Chapter Eight: Food & Beverage Department (3)
Unit 1: Room Service
Unit 2: Setting-up a Banquet
Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge
Unit 4: Outlets Communication with Kitchen and Stewarding
Chapter Eight: Food & Beverage Department (3)
Chapter Objectives:
 How to provide Room Service
 Mise-en-place coffee break
 How to set up boardroom style banquet
 How to take beverage, dessert orders and
place them
 What issues do outlets need to communicate
with Kitchen and Stewarding
Unit 1: Room Service
I.
Who collects the doorknob menus?
The security patrol collects them at 02:00
hour and 05:00 hour every morning on
each guest floor.
They verify room number and time food
needs to be served. If the room no. is
missing, security should fill it in.
Unit 1: Room Service
II.
1.
2.
3.
4.
How to provide Room Service
Twenty minutes before delivery, staff sets up
items on a pre-set tray / trolley. The standard is
just like the table set-up in a western restaurant.
Start at the earliest request time, keep delivering
until finished.
Staff should announce “ Room Service” before
entering the guest room.
Set the tray down according to a guest’s request.
Unit 1: Room Service
5. Present the bill and ask the guest to sign it.
6. As the Room Service staff leaves the guest
room, says something like “I wish you an
enjoyable meal.”
7. Back at Room Service, give the bill to Order
Taker who will post it to the guest’s account.
8. Remove the tray upon guest’s instruction or
room attendant’s call.
Unit 2: Setting-up a Banquet
I.
Styles in setting up banquet rooms
Classroom style, board room style, theater
style and U-shape hollow square and etc.
Unit 2: Setting-up a Banquet
II.
Mise-en-place coffee break







Have enough oblong tables for the number of people
attending and cover them with table cloths.
Get coffee, tea, and milk jugs and arrange them nicely
on the table.
Get the Bread and Butter ( BB) plates.
Place coffee cups and saucers next to BB plates.
Hot water goes on top of the trolley and decanters
under its shelf.
Put an oval tray on the tray stand next to the table for
dirty dishes.
Set up number of tables needed. Look at table cloths
for cleanliness and good repair. Get skirting from the
banquet store and check their condition.
Unit 2: Setting-up a Banquet







Lay out the tablecloth smoothly and fold it in properly.
Skirt sides of tables, iron them with a skirting iron.
Set saucers in a straight line of five each, leave space at
center of table.
Place cups on saucers with handle at 5 o’clock position.
Set teaspoons at right hand side of cups.
Check condition of warmer, tape its electric cord down so
nothing can catch on it and cause an accident. Place it at
center of table.
Sugar bowls go in front of warmer. White sugar, raw sugar
and diet sugar are put into separate bowls.
Unit 2: Setting-up a Banquet
III. How to set up boardroom style banquet





Set up tables in the center of the room.
Get skirting from the banquet store, check
their conditions, attach with pins or skirting
clips, iron with a skirting iron.
Check tablecloths, cover tables, iron wrinkles
with a regular iron.
Arrange chairs in a straight row along edge of
table.
Get foolscap paper and pencils from the
banquet office.
Unit 2: Setting-up a Banquet
 Put a paper on table in front of each chair with
pencils to the right showing hotel logo.
 Set goblets in front of foolscap paper.
 Set water pitcher underliner in center. Use a
dessert plate and small paper napkin to make an
underliner.
 Set water pitcher in center of table.
 Use two sherbet glasses together with saucer as
an underliner for sweets.
Unit 2: Setting-up a Banquet
 Put sweets in one glass, leave another empty,
put both to right of dessert plate.
 A clean ashtray goes to left of dessert plate.
 Put a floral centerpiece in middle of table.
 Place whiteboard at front of room in center.
 Three marker pens of different colors (blue,
red and black) and eraser are put on slot of
the whiteboard.
Unit 2: Setting-up a Banquet
 Reception table with a floral
centerpiece is set outside next to
entrance.
 Don’t forget to iron its table cloth and
skirting as well.
 Post this event at the banquet office in a
prominent place so every staff can see it.
Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge
I.
How to take beverage, dessert orders and
place them





Open the drink list, present it to the guest from
his / her right hand side.
Observe sequence of “lady first, and VIP first”,
begin with them.
Try suggestive selling.
Repeat it the order.
Place appropriate cutlery and napkin.
Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge
 Serve lady and VIP first from their
right.
 Drinks are put on their right hand side.
 Place snacks to left of drinks.
 Turn cut section of cake toward guests.
Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge
II. How to serve guests




Stand a little distance away in an appropriate
place, ready to give service, such as:
Replace dirty ashtrays with a clean one.
When table becomes dirty, stand on right hand
side of the guest, bend over and say “Excuse
me, may I clean your table?”
Serve a toothpick holder upon request, put it
on the table in front of guest who asked for it.
Unit 4: Outlets Communication with Kitchen and Stewarding
I.
What issues do outlets need to communicate with
Kitchen
1.
2.
3.
4.
5.
When a cake is ordered for a birthday party, Service staff
give pastry staff details such as the weight, ingredients
and style.
When the event order for a function has been decided,
kitchen staff should be told what to prepare by Order
Taker. For special requests on the order, say, vegetarian
food only, Service staff should tell kitchen.
The available list
When there is new promotion, both kitchen and service
staff need to know.
If there is a complaint about food, for example, not enough
flavor or too salty, Kitchen should be informed by servers.
Unit 4: Outlets Communication with Kitchen and Stewarding
II.
1.
2.
3.
What issues do outlets need to communicate with
Stewarding
For banquets, Stewarding needs to know how many
are attending to prepare sufficient chinaware,
glassware, and silverware.
They use the same figures to have enough hands
available for clean up.
If chinaware is not up to standard in an outlet,
Stewarding is called to rinse and clean them
thoroughly with detergent.
Chapter Nine: Security Department
Unit 1: Safety and Fire Prevention Guidelines/
Dealing with the Fire Situation
Unit 2: Preventing Theft
Unit 3: Patrolling in the Hotel
Unit 4: Job Descriptions for Fire Control Center staff
Chapter Nine: Security Department
Chapter Objectives:
 Safety and fire prevention guidelines in the
hotel
 How to deal with the fire situation
 What do Security staff need to do when
patrolling the hotel
 Job descriptions for Fire Control Center
staff
Unit 1: Safety and Fire Prevention Guidelines/
Dealing with the Fire Situation
I.
Guidelines for safety and fire prevention in
the hotel



Prevention is from two aspects.
One is about guests. For example, guests are
not allowed to bring the inflammable or
explosive materials onto hotel premises. They
are forbidden to smoke in bed or use an
electric stove inside their room.
The other aspect is about the hotel itself.
Unit 1: Safety and Fire Prevention Guidelines/
Dealing with the Fire Situation
 No department can install temporary electrical
wires without approval from Security. Once
approved, it must be properly done by
Engineering.
 When we have to use dangerous items like latex,
gasoline, alcohol and paint, we are very careful
that they are not used close to a fire source.
Leftovers of the above items must be stored
properly.
 When we have to use a fire, Security Department
is informed and sufficient fire extinguishers
must be ready around this area.
Unit 1: Safety and Fire Prevention Guidelines/
Dealing with the Fire Situation
 Items in hotel storage are kept according fire
prevention rules, such as they cannot be put adjacent
to anything that creates heat (ex. Lights) and fire
exits must be provided.
 Hotel employees can only smoke in a designated area
or they will be punished according to the Staff
Handbook.
 Any employee who spots a fire should immediately
report it to the Fire Control Center in Security
Department.
Unit 1: Safety and Fire Prevention Guidelines/
Dealing with the Fire Situation
II. What areas does Security staff usually
check to prevent fires?






Boiler room
Transformer station
Elevator cage
Air-con room
Satellite
Receiving place, etc.
Unit 1: Safety and Fire Prevention Guidelines/
Dealing with the Fire Situation
III. In case of fire, how does Security staff handle it?



Once a fire incident is confirmed by Duty Manager and
Security staff /Assistant Executive Housekeeper, they’ll
inform their superiors immediately if unable to put out
the fire with extinguishers.
In a really serious situation, the Fire Department will be
called. In the meantime, the internal fire alarming
system and command system will be initiated. The
smoke exhaust system should be on.
Evacuate guests and hotel employees to a safe place via
fire exits.
Unit 1: Safety and Fire Prevention Guidelines/
Dealing with the Fire Situation
 Remember to never use elevators once there is a
fire.
 Move valuables and explosive items to a safe
place.
 When firemen arrive at the hotel, they need to be
briefed about the situation so Security staff will
work with them.
 Guests and employees cannot return to the hotel
without permission.
Unit 2: Preventing Theft
I.
What can the hotel staff do to prevent theft?




Front Desk staff locks safe boxes securely and opens
them with a guest present.
The hotel has special electronic locks to protect both
hotel and guests’ property.
Housekeeping Staff should have a good control of the
room keys. Room Attendants always take keys with
them, don’t entrust them to other’s care.
Security staff enforces patrol work. Being alert when
patrolling the hotel is important. If suspects are found,
staff questions them and send them to the police station
if an act of crime is confirmed. If unconfirmed but still
suspicious, they report it to the police and wait for
further instructions
Unit 2: Preventing Theft
II.
1.
2.
If a guest claims something valuable is missing,
how does Security staff handle it?
Security staff responsible for this kind of issue
will work with the Duty Manager, and Assistant
Executive Housekeeper.
Security staff will lead an investigation, for
example, they will look on the computer to find
out who may have entered the guest room during
certain periods of time. Various Room
Attendants on duty will be asked questions.
Unit 2: Preventing Theft
3.
4.
5.
If an investigation shows that the hotel staff has
nothing to do with the case, the above-mentioned
people can help the guest to recall where he has
been, which people have come to his room. If
there is still no result, police will be phoned so
they can take over this case.
The hotel will assist police and guests whenever
possible.
An incident report will be filled in for the hotel’s
reference
Unit 2: Preventing Theft
III. Sample Incident Report
Date
Time
Location
Room No.
Manager on Duty
Duty Manager / Asst.
Manager
Security on Duty
Guest Name
Sex
Security be Reported (Date)
Passport No./ ID No.
Guest Contact No.
Nationality
Security be Reported
(Time)
Guest Permanent Address:
Description
Actions taken
Follow-up work
Supporting documents
Pictures if necessary
Guest signature
Security
Signature
Police Signature
Unit 3: Patrolling in the Hotel
I.
What does Security staff need to do when
patrolling the hotel?




Each and every security staff must be highly alert when
they patrol the hotel.
Once suspects are found, staff ask why they are there, and
report abnormal situations immediately.
While on duty, they fill in a patrol work sheet, carefully
noting problems. They report these problems to relevant
departments to be solved.
Apartments, offices and guest rooms are checked for
properly locked doors, or if they enter these rooms, they
lock doors after they make sure everything is okay.
Security staff are not allowed to enter guest rooms alone.
Unit 3: Patrolling in the Hotel
 If they find people quarreling/fighting, or drunkards
making trouble, they will try all means to stop it then
report the case to their superior immediately.
 If windows/doors in some offices are open/unlocked at
night, first they need to see if anything unusual has
happened or if any people are inside, they close windows
and lock doors. On the following day, they report the
situation so the office can be more careful next time .
 If street girls are found lingering on guest floors at night,
even disturbing guests, they will question them, ask them
to leave, report this to their superior rightaway.
 Security staff in charge of fire prevention check each
guest floor on a daily basis.
Unit 3: Patrolling in the Hotel
II. When Security staff checks each guest floor,
what is his focus?



They focus on the status of fire facilities and
watch that guests are not using fire inside
rooms.
They look at the condition of corridor lights
and exit lights.
They see whether exits are blocked or not. If
blocked, items are removed then relevant
departments are informed.
Unit 4: Job Descriptions for Fire Control Center staff
Main responsibilities for Fire Control Center staff
There are five main aspects:
1. Center is on duty 24 hours a day. Staff needs to
be familiar with various types of firefighting
equipments, do small troubleshoot work.
2. Go to fire sites to verify location, report such
alarms. Know how to monitor situations
displayed on screens, report to their superior
once a problem arises.
Unit 4: Job Descriptions for Fire Control Center staff
3. Handle an alarm according to procedures
set up by Security Department.
4. Once a fire occurs, calmly activate various
systems that put out and control flames.
5. Test equipments as required, keep notes on
operational status of all.
Chapter Ten: Sales & Marketing Department
Unit 1: Handling Reservation
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
Unit 3: Following up a Sales Call
Unit 4: Handling Visiting Patrons
Chapter Ten: Sales & Marketing Department
Chapter Objectives:
 Job responsibilities for Reservation staff
 Reservation form
 How to prepare for a sales call
 How to make presentation during a sales call
 Follow up a sales call
 How to handle a visitor
Unit 1: Handling Reservation
I.
Job responsibilities for Reservation staff




answer questions on the telephone or to a
person at the desk,
reserve rooms for specified (1) dates,
send faxes to guests to confirm (2) booked
rooms,
produce reports of their work for the
management etc..
Unit 1: Handling Reservation
II. Reservation form
订房单
Room Reservation Form
预订
取消
更改
□ Reservation
□ Cancellation
□ Amendment
先生/太太/小姐
Mr. / Mrs./Miss
入住日期
航班号/预计抵达时间
Arrival Date __________ Flight No./ETA_______________
离店日期
航班号/预计离开时间
Departure Date________ Flight No./ ETD______________
房数
房类
No. of Rooms _________ Room Type________________
入住人数
房价
No. of Person (s)______Room Rate_________________
备注
Remarks:__________________________________
订房人
电话
Booked by__________ Tel: __________________
公司名称
Company Name________________________________
礼遇品
贵宾
Amenities_________ VIP □ yes □ No
确认书
Confirmation □ yes □ No
经办人
日期
Taken by___________
Date___________________
批准人
日期
Approved by__________ Date___________________
输入人
日期
Key in by_____________ Date__________________
Unit 1: Handling Reservation
III. Group Instruction Form
Group Instruction
团队指令
□New Booking 新预订
□Amendment 更改
□Cancellation
取消
Group Name 团名_______________
Group Code 团号----------Local Travel Agency 本地旅行社__________Nationality 国籍-----------Arrival Date 抵店日期___________ Carrier交通工具_____ETA抵达时间
Departure Date离店日期_________ Carrier交通工具____ ETD离开时间
Room Requirements房间要求
Single单人房__________________
Room Rate房价_______
Twin 双人房_______________
Room Rate房价_______
Triple三人房________________
Room Rate房价_______
Total No. of Pax 总人数________
Deposit定金______________
Complimentary Room 免费房_______
Commission 佣金____
Tour Guide Bed 陪同床__________
Rate 价格_________
Meals Requirements 用餐要求
Date Time
日期 时间
Breakfast Lunch Dinner
早餐
中餐
晚餐
Venue
地点
Pax Rate
人数 餐价
Payment Instructions 付款指令
Remarks备注:
Issued by 发件人:
Date 日期：
--------------------------------------------------------------------------White Copy/ FO Pink One/Sales Office Green One/F&B Yellow One /Accounting
白联 前厅部
粉联 营销部
绿联 餐饮部
黄联 财务部
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
I.
Property knowledge includes



General description, such as location,
history and layout.
Types of guestrooms, special rooms, sizes,
amenities, security.
F&B: number of outlets, business hours,
menus, seating capacity, types of seating,
special promotions.
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
 Meeting / banquet facilities: how many
rooms, seating capacity, services
offered, menus, procedures.
 Audiovisual equipment available plus
rental fee.
 VIP reception: types, charges.
 Transportation available, rates.
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
 Recreational facilities on property.
 Business Center services.
 Tourist attractions in community and
surrounding area.
 Average daily rate for
peak/low/shoulder seasons, be aware of
present guest mix.
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
II. Reasons of doing research about the
competitors
 Downplay the hotel’s features and services in
which competitors have advantages and play
up where the hotel is better.
 Knowing about competitors enables sales
people to sell with confidence.
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
III. Information channel about the competitors





newspapers,
TV,
magazines,
the competitors’ internal bulletins,
business directories,
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers




trade journals,
the competitors’ promotions,
exhibitions, and even from
the hotel’s clients.
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
IV. Functions of thoroughly prepared sales
calls



Increase credibility, minimizing client’s
perception of risk by presenting facts about
the property as benefits.
Increase confidence in sales people
themselves because their knowledge gives
an air of authority.
Increase chance of making a sales because
the research tells sales people which person
to speak to; ask for the decision maker.
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
V.
How to make a professional image on the
potential customers



Do not smoke，eat or drink in a sales call
until client offers;
Clothes should be presentable and neat;
leave all unnecessary items (overcoat, gloves)
in a safe area before meeting client.
Be punctual ; being late gives the message
that client is not important, 50% of sales
are lost when salesperson is not on time.
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
VI. How to do presentation during a sales call



Opening: introduce yourself and property,
state purpose of your visit…
Getting client’s involvement by presenting
in a logical manner, not jumping from point
to point.
Observing body language: be alert to
negative body signals sent by client
unintentionally.
Unit 2: Preparing for a Sales Call / Negotiating
with Potential Customers
 Overcoming objections from a client by
dealing with them immediately, except
the one concerning price
 Closing should be done after building a
staircase of agreement between you and
client.
 Negotiation can be a win-win situation
for both hotel and client.
Unit 3: Following up a Sales Call
I.
Jobs for sales people to do after making a
sales call
 Manage Account Cardex
 Sign a contract
 Handle booked functions etc.
Unit 3: Following up a Sales Call
II. The purpose of updating Account Cardex
Provide tailor-made service that will
satisfy customers and guarantee repeat
business, generating more revenue for
the property.
Unit 3: Following up a Sales Call
III. Types of sales agreement / contracts
between the hotel and its clients




travel agency
corporate account
long-stay guest
event/meeting arrangements
Unit 3: Following up a Sales Call
IV. What is it usually stated in an agreement /
contract?





validity
room category and rate
cancellation or adjustment terms
check-in and check-out time
benefits and equipment/facilities provided such
as hotel shuttle bus, breakfast / lunch, benefits
for children under 12 years, laundry, fruit
basket, newspaper, etc.
Unit 4: Handling Visiting Patrons
I.
How to handle visitors?
When unexpected customers suddenly
drop in, the sales people should show
them around the hotel, invite them to
have a cup of coffee/tea. Usually though,
peoplemake advance appointments so
the sales people make preparations
accordingly.
Unit 4: Handling Visiting Patrons
II. Entertainment Request
Entertainment Request
宴客申请表
Requested by
Date
Department
申请人
日期
部门
Date Desired
Time
Location
款待日期
时间
地点
Expected Amount预计宴请金额
Name of Entertained Person / Title / No. of Pax
款待人姓名/职位/人数
Name of Company 公司名称
Reasons理由：
Approved by
批准人
Date
日期
Unit 4: Handling Visiting Patrons
III. What information does a Function
Arrangement sheet contain?





Name, address of customer
Person in charge, Contact number
Person who made booking, date
Meeting room requirements
Special arrangements such as banners,
posters and directional signs
Unit 4: Handling Visiting Patrons





Number of expected people
Function date, time
Menu
Quotation
Status of arrangement: inquiry,
tentative, definite
Chapter Eleven: Accounting Department
Unit 1: Job Descriptions for a General Cashier
Unit 2: Purchasing Department
Unit 3: Controlling Hotel Costs
Unit 4: Daily Control of Accounts Receivable
Chapter Eleven: Accounting Department
Chapter Objectives:
 Job Descriptions for a General Cashier
 How to do purchase requisition and how to
handle it by Purchasing Department
 How to control hotel costs
 How can Accounts Receivable (AR) do the
credit investigation before providing credit
ratings for the clients?
 How can AR get clients’ information about
credit?
Unit 1: Job Descriptions for a General Cashier
Job Descriptions for a General Cashier (GC)
 Collect all money /checks deposited into the drop
safe.
 Provide changes for departmental cashiers,
handle foreign money exchange.
 Reimburse or make payments in cash or check
after approval of relevant departmental heads
and Financial Controller. Prepare receipts and
remittance control ledger for all cash and checks
received and paid.
Unit 1: Job Descriptions for a General Cashier
 Safeguard money kept in the hotel by locking
General Cashier’s room from inside to prevent
unauthorized entrance.
 Guide staff in daily money related work, ex.,
opening invoices for hotel customers.
 GC performs other duties from time to time as
instructed by his /her superior.
 GC follows department procedures and when a
problem arises, reports it to a superior
immediately.
Unit 2: Purchasing Department
I.
How to do purchase requisition and how to
handle it by Purchasing Department
1.
2.
3.
Fill in a Purchase Requisition (PR) in advance.
Get your department head to sign first.
Then it will be passed on to relevant
departments, say, Accounting and GM office to
get Financial Controller and GM to approve.
Unit 2: Purchasing Department
4. Purchasing Department consolidate all
requisitions from different departments and
fill in a Purchasing Order ( PO) which needs
approval by Financial Controller and
General Manager.
5. But before filling in PO, they contact at least
three suppliers to compare prices and
quality to decide which supplier the hotel
will use.
Unit 2: Purchasing Department
II. Purchase Requisition form
Unit 2: Purchasing Department
III. The reasons of checking goods by
Receiving Department


They check quantity, quality, size and other
important particulars such as manufacture
date, expiry date so neither Purchasing Staff
nor Suppliers can take advantage of the hotel.
If items are not up to standard, the Requisition
Department will suffer and eventually the
hotel’s products or services will be affected
negatively.
Unit 3: Controlling Hotel Costs
I.
1.
How to control hotel costs
If one department wants to make some flyers,
they have to fill in an Artwork Requisition
(AR). On one hand, Accounting Department
can justify the expense in Communications;
on the other hand, the Sales people know how
much to charge clients who use posters /
banners for functions in the hotel, enough
that will cover the cost of the flyers.
Unit 3: Controlling Hotel Costs
2. If it is a VIP’s birthday or hotel employee’s
birthday, a Cake Order Form has to be
filled in. Human Resources use this so
Pastry staff in F&B know when to prepare
cakes which staff fetch themselves. If a
customer wants to hold a birthday party in
the hotel, Sales or F&B staff fill in this form
for him/her and then charge accordingly.
Unit 3: Controlling Hotel Costs
3. Sales people plus divisional /departmental
heads often have to entertain clients,
business related people, they have to fill in
an Entertainment Request and get approval
from their superiors who make sure they
aren’t entertaining family members/friends.
Unit 3: Controlling Hotel Costs
II. Artwork requisition
This part to be completed by Requisition Department. (该部分由申请部门填写)
Department部门:
Artwork Brief设计要求
Size of Product
印品规格
□ Double Side
双面
□ Single Side
单面
Paper Type ( Material ) to be Used
用纸（材料）种类
Color 颜色
Remarks 备注
This part to be completed by Art Studio.（该部分由美工室填写）
Price (RMB) 价格（人民币）
Cost:
费用
Design:
设计
Laser Typesetting:
Size
Q’ty
激光照排
规格
数量
Scanning:
Size
Q’ty
扫描
规格
数量
Positive/Negative Film:
Size
Q’ty
正片或负片
规格
数量
Miscellaneous:
杂项收费
Total:总计
Requested by
Approved by
Approved by
Approved by
(Department Head) (Art Studio Leader)
(Comm. Mgr.)
(Dir. Of Marketing)
申请部门签字
美工室负责人批准
公关部经理批准
市场总监批准
-------------------------------------------------------------------------Date
Date
Date
Date
日期
日期
日期
日期
Unit 3: Controlling Hotel Costs
III. Cake Order Form
Cake Order Form
蛋糕预订表
Name:
Tel. No.
姓名
电话
Address:
地址
Standard Cake
蛋糕标准
□ 500 grams
□ 800grams
8人 500克
12人 800克
□ 1200grams
16人1200克
Cake Specifications 蛋糕规格
Weight 重量
Type 种类
Shape 样式
Wordings 文字要求
Remarks备注
Pick Up Date领取日期
Time 时间
Place of Pick Up 领取地点
Price价格
Billing 支付方式
□ City Ledger □ In House Check □ Cash
挂帐
内部结算
现金
Department 部门
Div./Dept Head Signature
部门主管签字
Ordered by 订货人
Outlet餐厅
Position职位
Pastry Chef’s Signature糕点厨师长签名
Date日期
Time时间
Unit 4: Daily Control of Accounts Receivable
I.
How to do the credit investigation before
providing credit ratings for the clients by
Accounts Receivable (AR)?
The process of credit investigation, involves
five factors:
Unit 4: Daily Control of Accounts Receivable
Character
Capacity
Credit
investigation
Condition
Capital
Collateral
Unit 4: Daily Control of Accounts Receivable
II. How to get clients’ information about
credit by Accounts Receivable (AR)?


clients’ profiles in the hotel,
information provided by banks and credit
brokers etc.
Unit 4: Daily Control of Accounts Receivable
III. How to pressure clients to pay the hotel by
Accounts Receivable (AR)?
First of all, make the hotel credit policy known
when clients make reservations or check in.
Secondly, mail bills to clients on time.
Last of all, make a policy that finds a balance
between amount owing and difficulty in collecting.
When it costs more to keep trying, it makes more
sense to write off the debt.
Chapter Twelve: Engineering Department
Unit 1: Handling Maintenance Requests
Unit 2: Managing Engineering Tools
Unit 3: Preventive Maintenance Work Plans
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
Chapter Twelve: Engineering Department
Chapter Objectives:
 How to handle maintenance request
 How to manage engineering tools
 How to make preventive maintenance plans
 How is preventive maintenance plan
implemented
 Yearly maintenance details in hotel guest rooms
Unit 1: Handling Maintenance Requests
I.
How to handle the urgent maintenance
request (MR)



If occupied guest rooms, public area have an
urgent situation such as water/electricity/gas
leakage.
Two telephone lines are installed to handle this
kind of request and engineers respond around
the clock.
Duty Engineer’s hand phone is also on 24
hours for emergencies.
Unit 1: Handling Maintenance Requests
 When a call comes in, relevant engineers are sent to
deal with it then notify Requisition Department of the
result, including problems that could not be handled
right away and why.
 Information is recorded such as time of call,
maintenance item needed for repair, person making
the request and his/her department as well as result.
 A supplementary maintenance request is needed,
filled either by Requisition or Engineering
department.
Unit 1: Handling Maintenance Requests
II. Maintenance request
Sample Maintenance Request工程部维修申请单
Maintenance Request 维修申请 No. 000001
Requested by:__________________
Department_____________
申请人
部门
Time_________________________
Location________________
时间
地点
Detailed request______________________________________________
维修要求 ______________________________________________
______________________________________________
Engineering Department to fill in the following items
以下各项由工程部填写
Assigned to ___________________ Time____________________
分配给
时间
Completion Date_______________ Time____________________
完成日期
时间
Material used________________________________________________
所用材料 _________________________________________________
Verified by 请修部门检查人签字_______________
Reason for not completed _______________________________________
未完成原因
_______________________________________
Checked by 工程部检查人___________________
Unit 1: Handling Maintenance Requests
III. How to handle an ordinary daily maintenance
request (MR)




MR is prepared in triplicate and approved by that
department head or assistant.
Original and first copy are put in pigeon hole of
Engineering Office.
Second copy is retained by the Requisition
Department or issuer.
Engineering supervisor records details of the job
on the “Daily Maintenance Record”, then assigns it
to relevant staff, noting assignment time.
Unit 1: Handling Maintenance Requests
 As soon as Engineering staff has completed
repair, he fills in details, seeks signature from
requesting person, returns first copy to
Requisition Department and original to
Engineering.
 If the issuer can’t be found right away to sign
for completed work, first copy is returned
through pigeon hole to avoid wasting time.
Unit 1: Handling Maintenance Requests
 Engineering Supervisor records completion
time on the “Daily Maintenance Record”
then confirms with staff who did the work on
quantity of materials used and calculates the
cost.
 MRs are filed in a chronological order in a
file cabinet.
 MRs are usually handled within 2 days,
issuer is informed if there is a foreseeable
delay.
Unit 1: Handling Maintenance Requests
IV. What maintenance work is it usually involved
based on the periodic check?
It includes various checks such as energy
conservation, safety, hygiene, fire
prevention and other related work. These
are reported to Engineering Department so
Duty Engineers can handle them
accordingly.
Unit 2: Managing Engineering Tools
I.
How does Engineering Department
manage its tools?



All tools are classified and registered and a
designated Storekeeper takes care of them.
Assistant Chief Engineer and Storekeeper
inspect tools monthly.
Requests for tools must be authorized by Chief
Engineer first. Tools are granted after
registration and receiver’s signature.
Unit 2: Managing Engineering Tools
 Borrowing tools is usually handled by
Supervisors. The borrowing tools
registration form is used.
 Sometimes technicians are the ones
who borrow from the Store, in the case
Personal Tools Borrowing Form is used.
 When borrowing, it is up to receivers to
check if tools are in good condition, if
not, return them within one hour.
Unit 2: Managing Engineering Tools
 Tools should be returned at the end of each
shift.
 All often-used tools are listed. Duty Engineer
and Storekeeper check that they are
complete before issuing.
 Infrequently-used tools are locked away by
Storekeeper. In case of emergency, a spare
key is sealed in an envelope and put beside
the toolbox.
Unit 2: Managing Engineering Tools
 Chief Engineer makes regular checks on
tools borrowed by any team or technician.
 Users must pay for lost tools or get fined.
 There is an attempt to repair damaged tools
but if it can’t be repaired, Chief Engineer is
the one who gives approval to buy
replacements.
Unit 2: Managing Engineering Tools
 Manual and electric safety tools are regularly
maintained by designated persons as outlined
by hotel safety rules.
 All devices and meters should be checked
and maintained regularly.
 Tools are forbidden to be taken off hotel
premises.
Unit 2: Managing Engineering Tools
II. Borrowing tools registration form
All tools belong to XXX Hotel and have a cash
value. For this reason, they must be cared for
and used correctly. As Supervisor, it is my
responsibility to ensure their proper use.
Damaged or lost tools will be examined and if
necessary, the concerned staff or I will pay for
it (them) according to Hotel policy.
Unit 2: Managing Engineering Tools
所有工具都是酒店财产，并具有一定价值，
因此必须正确使用和保管好。作为一名主管，
保证所有工具都能被利用好是我的职责。我
会对损坏的或丢失的工具进行检查，如有必
要，我或相关的员工会按酒店政策进行赔偿。
Unit 2: Managing Engineering Tools
No.
编号
Tool Description
工具名称
Condition
完好程度
Quantity
数量
Value (RMB)
价值（人民币）
Unit 2: Managing Engineering Tools
I agree that the tools listed above belong to my
section. It is my responsibility to take good
care of them. In case of loss or damage by
misuse, I will replace them or allow a deduction
from my salary for their replacement.
我同意以上所列工具属于我的管辖范围并会
尽职保管。如因使用不当造成丢失或损坏，
我愿意赔偿或从我的工资中扣取赔偿费用。
Unit 2: Managing Engineering Tools
Signed by Supervisor
领用主管签字
Date
日期
Signed by Asst. CE
副总工程师签字
Date
日期
Unit 2: Managing Engineering Tools
III. Personal tools borrowing form
Personal Tools Borrowing Form
Date
借用
Tool(s) Lent
Out
借用工具
名称
Spec.
规格
Borrowed
By
借用人签字
Department
/Section
所在部门
Date of Return
归还日期
Receiver
Signature
接收人签字
Notes
备注
Unit 2: Managing Engineering Tools
IV. Tools disposal application form
Tools Disposal Application Form 工具磨损、报废申请单
Tools Decription
工具名称
Model
型号
Quantity
数量
Unit 2: Managing Engineering Tools
Note:
This form is valid only after confirmation by
Section Head first and then approval by Duty Engineer.
The disposal tool(s) must be returned to Store for
replacement.
备注： 工具磨损、报废单需经各班组主管确认，
再经由值班工程师签字后方可生效。废旧工具返回
仓库进行更换。
Applicant
Section Head
Duty Engineer
申请人
班组主管
值班工程师
Date
Date
Date
日期
日期
日期
Unit 3: Preventive Maintenance Work Plans
I.
How to make preventive maintenance
work plans



It depends on the situation.
For a newly opened hotel, there is no need to
make preventive maintenance plans (PMP) in
the first year since suppliers or manufacturers
usually provide one year warranty on their
equipment.
Engineering needs to make plans for the
second year.
Unit 3: Preventive Maintenance Work Plans
 For a hotel running for several years, there are
preventive maintenance plans on a weekly,
monthly quarterly or yearly basis, depending on
how frequently the equipment is used.
 There is a weekly survey plan for small
equipment in guest areas.
Unit 3: Preventive Maintenance Work Plans
II. How is the preventive maintenance plan
implemented?



One Duty Engineer oversees outsourcing
projects, is fully responsible for signing a
contract, coordination work, inspection and
final payment.
Supervisors from different sections usually
take in charge of maintenance work done by
the hotel staff.
Duty Engineers supervise, spot check the work,
keep records of work done for future reference.
Unit 3: Preventive Maintenance Work Plans
III. Reasons of doing preventive maintenance
plan


Expand life spans and
Keep cost low on equipments and facilities
used in the hotel
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
I.
1.
2.
3.
4.
5.
What does Engineering Dept. maintain in
guest rooms on a yearly basis?
high voltage
low voltage
air-conditioners
toilet facilities and
decoration
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
II. What kind of maintenance belongs to a
high voltage category?







Doorbells
Power switches
Light fixtures and shades
Power sockets
Hair dryers and stands,
All light bulbs
Window openers
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
III. Low voltage maintenance includes



TV pictures, remote controls, sensor heads,
cables and wires in good working order;
Uniform sockets for TV wires and TV signals;
Wires for in-house music, see if background
music is on and sound boxes are properly fixed;
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
 Telephone (bedroom and washroom), properly
connected, clear sound, function keys work;
 Sufficient cell for magnetic doors;
 DVD players and remote controls in apartment
building;
 Intercoms function properly, including pictures,
sound.
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
IV. What do air-con engineers check as they do
yearly maintenance?




impellers,
filers,
magnetic valves,
coil pipes etc
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
V.
What do engineers check in a guest
washroom?





basins,
tubs,
showers,
toilet bowls,
toilet buoys in water tank, drainage,
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
 water pipes to see if everything works properly
or have any
 damages,
 leakages or
 foreign materials inside pipes etc.
 Conditions of mini-bar and
 water kettle in guest room are also noted.
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
VI. What do engineers check about interior
decorations in a guest room?




Ceilings, any stains or cracks;
Condition of wall paper;
Wood work, doors, frames, wall skirting, floors,
window sills, plus metal fixtures, handles,
hinges, slide slot for drawers;
Door stoppers, bolts, cat’s view; wall pictures;
Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
 Carpet condition, any cracks, damages, puffs etc.
 Wall and floor tiles in washroom, any damages,
cracks, loose parts;
 Glass door stopper for shower room, firmness of
waterproof adhesives, glass door situation;
 Glasses in windows, any cracks
Chapter Thirteen: Human Resources Department
Unit 1: Interviewing and Recruiting New Staff
Unit 2: Orientation and Training for New Employees
Unit 3: Signing Employment Contract
Unit 4: Performance Evaluation, Motivation and
Career Advancement
Chapter Thirteen: Human Resources Department
Chapter Objectives:
 How to interview an applicant
 Orientation and training for new employees
 Contents of a contract
 Purpose of signing an employment contract
 Reasons of doing performance evaluation
 Methods of motivating staff
 Conditions for career advancement
Unit 1: Interviewing and Recruiting New Staff
I.
Simple application form
Name
姓名
Sex
性别
Photo
相片
ID No.
身份证号码
Home Address
家庭住址
Contact Number
联系电话
Degree
学位
Major
专业
English Level
英语级别
Any specialty
有何特长
Targeted Position
拟应聘职位
Education Background
教育背景
Working Experience
工作简历
Other Certificates /Awards
其它证书或获奖情况
Targeted Salary
要求工资
Unit 1: Interviewing and Recruiting New Staff
II. What information should an interviewer
get from the job applicant?







knowledge about the particular job he/ she is
applying for
skills that can be used in the job
motivation for working in that position
attitude ( very important)
personal characteristics
manners
salary expectation etc.
Unit 1: Interviewing and Recruiting New Staff
III. Preparation work before an interview





Set up an interview room
Have recruitment material handy
Know reception procedure
Put together a team of interviewers
Take training if necessary
Unit 1: Interviewing and Recruiting New Staff
IV. How to become a good interviewer





Switch off your cell phone
Do not discuss any issues with each other
during interviews, to say nothing of chatting.
Evaluate applicant independently.
Do not go in and out of the room to deal with
job related issues.
Give a feedback time.
Unit 1: Interviewing and Recruiting New Staff
V.
What jobs should an interviewer do after
conducting the interview?





Sort out evaluation forms and consolidate scores.
If an applicant passes the interview, notify him/her,
perhaps for another interview or to have a physical
examination in a designated hospital.
If the applicant fails, send him/her a “thank you letter”
File the information according to each department.
Do a reference check if possible or necessary to ensure
the hotel is recruiting the right person.
Unit 1: Interviewing and Recruiting New Staff
VI. The reasons of sending “ thank you letter”
to those who fail an interview



The applicant could be the hotel’s customer in
future
Leave a good impression on the applicant
Boost the hotel image in the community.
Unit 2: Orientation and Training for New Employees
I.
Orientation training
It is to help newcomers familiarize themselves
with the organization, corporate culture,
physical surroundings etc. GM, AGM and
other department heads come to the training
room to deliver welcome speeches and outline
services/functions provided by their
departments.
Unit 2: Orientation and Training for New Employees
II. What information does the new employee
training list usually include?




Orientation
Department introduction
Basic service skills
Operational skills
Unit 2: Orientation and Training for New Employees
III. Function of the training section in the hotel



Upgrade current staff, but in a more macro
way.
Take charge of the entire training of hotel staff,
make sure training plans are made, executed
and targets met by all departments.
Train staff learn new topics etc.
Unit 2: Orientation and Training for New Employees
IV. Departmental training plan
See page 350
Unit 3: Signing Employment Contract
I.
Contents of a contract





working period,
position /title,
basic working requirements,
salary,
welfare,
Unit 3: Signing Employment Contract





probation period,
personal income tax handling,
insurance,
termination of the contract and even
the language used in this particular contract etc .
Unit 3: Signing Employment Contract
II. Purpose of signing an employment
contract
It is to define the rights and obligations of
both parties i.e. the individual employee
and the organization. In case of any
confusion or arbitration, the contract can
be referred to.
Unit 4: Performance Evaluation, Motivation and
Career Advancement
I.
Reasons of doing performance evaluation





Know strengths and weaknesses of the
employees
Provide evidence for further training
Provide evidence for promotion
Provide evidence for salary adjustment
Make the performance of the employees
conform to the organization’s strategy etc.
Unit 4: Performance Evaluation, Motivation and
Career Advancement
II. What does the performance evaluation
form usually cover?




job knowledge,
quality of work,
attitude,
job skills like communication, customer
relationship, salesmanship etc.
Unit 4: Performance Evaluation, Motivation and
Career Advancement
III. Performance evaluation form
Unit 4: Performance Evaluation, Motivation and
Career Advancement
IV. Methods of motivating staff






model award,
promotion,
personal care from upper and middle management,
long term service motivation, meeting sales target
or seasonal promotion (moon cake sales, Christmas
tickets sales, etc.) award,
year end bonus, even
training programs including foreign languages.
Unit 4: Performance Evaluation, Motivation and
Career Advancement
V.
Conditions for career advancement




The individual’s good performance,
Opportunity to advance,
Superior’s recognition of employee’s hard
work
Company’s expansion etc.
Chapter Fourteen: Trends for Hospitality Industry
Chapter Objectives:
 Trends for hospitality industry
 Strategies for hotel groups to achieve
globalization
 High-tech systems used by hotel groups
 Measures taken to protect the environment
Chapter Fourteen: Trends for Hospitality Industry
I.
Trends for hospitality industry
The industry will be more global, focused
on the customers, using more high-techs
and will be environmentally friendly.
Chapter Fourteen: Trends for Hospitality Industry
II. Strategies for hotel groups to achieve
globalization





direct foreign investment
management contracts
joint ventures ( semi ownership)
franchising
strategic alliances
Chapter Fourteen: Trends for Hospitality Industry
III. Definition of alliance
1. According to Palmer and Cole (1997), a
strategic alliance is an “ agreement
between two or more organizations
whereby each partner seeks to add to its
competencies by combining its resources
with those of a partner”.
Chapter Fourteen: Trends for Hospitality Industry
2. Howarth (1995) defined a strategic alliance as
“ a cooperative arrangement between two or
more organizations in which the partners
collectively agree on a group strategy that
helps the individual partners to achieve their
goals and objectives.
Chapter Fourteen: Trends for Hospitality Industry
IV. Advantages and disadvantages of strategic
alliances
Advantages of the alliance are:
① Immense resources to compete worldwide
effectively and efficiently;
② Minimization of capital investment;
③ Increase of market coverage;
④ Economics of scope and scale;
⑤ Increase of visibility of brand names;
⑥ Cross-marketing;
⑦ Avoiding creation of a subsidiary.
Chapter Fourteen: Trends for Hospitality Industry
Disadvantages of the alliance are:
① Conflicts among parties as to what type of
alliance they are consummating ;
② Possibility of pitfalls and high divorce rate;
③ Performance evaluation problems
Chapter Fourteen: Trends for Hospitality Industry
V.
1.
2.
3.
4.
5.
Types of alliances
hotel and an airline (Shangri-La with Asiana
Airline, see 14-1);
hotel and restaurant ( Marriott with Pizza Hut;
Hilton with Pizza Hut);
hotel and credit company ( Marriott with Visa,
Accor with American Express, Sheraton with
American Express, and Hilton with American
Express);
hotel and car-rental firm ( Holiday Inn with
Thrifty Car Rental); and
hotel and telecommunications company ( Hilton
with Telstra).
Chapter Fourteen: Trends for Hospitality Industry
VI. High-tech systems utilized by hotel groups





yield-management system,
online reservation system,
automated guest records,
computerized call accounting,
message function,
Chapter Fourteen: Trends for Hospitality Industry
 wake-up call system,
 smart cards for security and guest deposit
tracking,
 in-room computers,
 e-mail,
 voice mail,
Chapter Fourteen: Trends for Hospitality Industry




fax services,
in-room check-out and customer feed back,
touch screens and
electronic hand-held order-takers in
restaurants ( with a direct link to the kitchen
and guest account).
Chapter Fourteen: Trends for Hospitality Industry
VII. Measures taken to protect the environment


Many hotels in America encourage their
staff to car-pool to save energy and protect
cleanliness of the air
Many European hotels do not supply
disposable room amenities like tooth brush,
tooth paste, shampoo etc.
Chapter Fourteen: Trends for Hospitality Industry
 Changing linen weekly saves a lot of water
and energy
 Firms also use environmental friendly
copiers, meeting room facilities/equipments,
and interior decoration materials