Basic guest room service includes: welcoming preparations, greeting services, and services during the stay (bed making, turndown service).

Basic contents of room service

The main contents of room service include preparations before guests arrive and greetings upon arrival, as well as services during the guests' stay.

The service work consists of three parts: the farewell to guests when they leave the store, and the follow-up work after they leave.

I. Welcoming Preparations and Greeting Services

(I) Welcoming Service Standards

The standard procedure for welcoming guests is shown in Figure 4-3.

(Note: The phrase "see Figure 4-3 for details" has been removed here.)

(II) Preparations before guests arrive at the store

1. Understand customer situation

Before guests arrive at the hotel, please refer to the reception notice provided by the front desk to learn more about the hotel's operations.

Information about guests on each floor, including their check-in time, length of stay, and check-out time.

Information such as room, number of people, nationality, identity, receiving organization, and payment method; also, information about the guests' religious beliefs.

The guest's ethnic customs, lifestyle, activity schedule, and special requirements should be considered.

2. Arrange and tidy the room

Based on the guest situation, arrange and organize the guest rooms in a targeted manner according to the reception standards and specifications.

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When arranging a room, respect the guests' religious beliefs or ethnic customs.

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Thoroughly inspect the facilities, equipment, and cleanliness of the guest rooms.

And upon the arrival of the guests

Beforehand, adjust the room temperature.

If guests arrive at night, preparations must be made in advance.

Turndown service.

3. Prepare to welcome guests

Based on the guest category and the hotel's service standards and specifications, determine and implement the welcoming measures.

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Such as tidying one's appearance, regulating one's emotions and mindset, and preparing a tray, tea, etc.

Scented towels, ready to welcome guests.

(III) Greeting guests upon arrival

1. Elevator welcome

When guests step out of the elevator, the staff should greet them with a smile.

If there is no bellhop to guide you, the staff should ask for your room number.

Guests present their room key cards, and if necessary, assistance is provided for carrying their luggage and leading them to their rooms.

2. Lead them into the room

The waiter walks to the side and slightly in front of the guest, about 2-3 steps away, to guide them forward.

Turn to the side when turning or going up or down stairs.

Face the guests and gesture with your hand to indicate the direction to proceed.

Strictly follow the room entry procedure; open the door upon arrival.

Guests should be allowed to enter the room first.

If guests arrive at night, they should first enter the room and turn on the corridor light before being invited into the room.

3. Introduction and Explanation

Upon entering the room, ask the guest for their preference regarding luggage placement, and briefly explain how to use the room's facilities and amenities, as well as the hotel's amenities.

Special services include politely asking guests if they require any additional services.

When making an introduction, be careful not to disturb the guests too much.

Or it could cause misunderstandings among guests.

After saying goodbye to the guests, you should take three steps back facing them before turning around and leaving the room, gently closing the door behind you while facing inwards.

Close it gently.

4. Tea service

Hotels that adopt a guest room service center management model

Scented towels and tea are generally not provided.

If guests request tea

When serving tea, the waiter should prepare the tea and deliver it to the guest's room as quickly as possible.

Hotels that adopt a floor service model, in the guest

After a person enters the room, the staff should provide scented towels and tea as needed.

For this service, the teaware must be clean and undamaged; the amount of tea leaves should be appropriate.

Pour boiling water over the cup until it is 70% full; cover the cup and place it on a tray.

If you require hot towels, they can be placed on the same tray.

First, offer the towel, then the teacup.

5. Duty Log

After returning to the service counter or work area, the waiter must fill out the duty log.

II. Room services during the guest's stay

Room service during a guest's stay is the main component of hotel room service.

(I) Making a bed

The standard procedure for making a bed is shown in Figure 4-4.

(Note: The phrase "as shown in Figure 4-4" has been removed here.)

(ii) Turndown service

The standard procedure for turndown service is shown in Figure 4-5.

(Note: The phrase "see Figures 4-5" has been removed here.)

1. Wake-up service

The wake-up service is divided into telephone wake-up and human wake-up.

Wake-up calls are usually provided by the hotel's switchboard, and guests...

You can either inform the switchboard by phone about your wake-up request, or have a room attendant record it and notify the switchboard.

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If the wake-up call time arrives and the phone rings but fails to wake a sleeping guest, the room attendant should knock on the door until the guest responds.

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To provide more attentive service, room attendants will also remind guests of relevant matters on time upon request.

This expands the scope of the wake-up service to include various occasions such as meeting guests, attending meetings, or contacting clients by phone.

2. Item rental service

The amenities provided in the guest rooms only meet the basic needs of guests. To meet guests' special requests, the housekeeping department should also...

Irons, ironing racks, cribs and other items are available for guests to rent, as clearly stated in the Service Guide.

Guests should sign a "Rental Item Registration Form" when renting items, and the form should specify the item being rented.

Precautions.

When waiters change shifts, the status of item rental services is also part of the shift handover.

Please be aware of the need to reclaim the leased property.

For items that have not been returned after the rental period, the staff should proactively inquire, but be careful about how they phrase it.

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If a customer causes damage due to improper use, they shall compensate the customer according to the extent of the damage.