200886111743924

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

Unit1: Evolution of Hotel Industry
Unit 2: Categories of Hotels
Unit 3: Hotel Outline and Its Organization Chart

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

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
 Ellsworth Statler
 Ernest Henderson
 Conrad Hilton
 Kenmmons Wilson

D. Concept of time-sharing
E. Travel and tourism contribution to the
economic clout in the world

I. Hotels classification according to their
locations
 Downtown hotel
 Resort hotel
 Suburban hotel
 Motel
 Airport hotel

II. Hotels classification according to their
rates
 Boutique hotel
 Luxury / deluxe hotel
 Upscale hotel
 Mid-tier hotel and motel
 Economy / limited service hotel

III. Hotels classification according to their
room structure, configuration and facilities
 All-suite hotel
 Extended-stay properties / apartment hotel
 Resorts and time-share properties
 Inns
 Casino hotel
 Cruise ships

I. Basic functions of each department
1. Front Office
 Front Desk
 Concierge
 Business Center
 PABX
 Transportation
 Kiosk
 Duty Manager or Assistant Manager
 Executive floor

2. Housekeeping
 Floor
 Laundry
 Mini-bar
 Lost and Found
 Health Club/Fitness Center etc

3. Food and Beverage department
 Outlets
 Kitchens and etc

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.

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.

8. Human Resources Department oversees all
matters relating to staff, from recruiting and
hiring to setting salary ranges and benefits.

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

III.Hotel organization chart
(See page 17)

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 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 with
reservation
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.

II. Long stay guest check-in
 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

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.

Surname 姓 Name 名 Sex 性别
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 Mth. 月 Day 日
Permanent Address 永久住址
Date of Arrival Date of Departure Room No. 房号
抵达日期离店日期
Hosted by 接待单位 Purpose of Stay 停留事由
Travel 旅行 Business 商务 Official 官方活
动
Method of Payment Cash 现金 Credit Card 信用卡
付款方式 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

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.

V. Check-out procedure
 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

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.

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

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

I. Job descriptions for concierge staff
 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
 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.”

Attention: Here is more detail about showing facilities in
the guest room:
 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.

III. Handle a group’s luggage at arrival
 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.

 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.

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.

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.

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.

V. Handle group luggage on departure
1. Collect items according to the group room
list. Meanwhile look for any damage or
tears on each piece of the luggage.
2. 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.

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.

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.

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. 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

II. 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

III. How to send a fax
1. The procedure in sending a fax
 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.

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.

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!”

IV. How to type a document for a guest
 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

Always remember
the following points
Ask colleagues for help if you cannot
recognize the guest’s handwriting.
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.

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
 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.

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?”

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?”

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.”

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.

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.

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.

11. A telephone message slip
To: Date:
Department / Room No.: Time:
From:
Co. Name Tel No.
Content
Taken by :

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.

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 wake-
up 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.

VI. How to handle fire alarm calls
 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.

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 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

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.

II. How to make a bed
1. Pull the bed away from the headboard and
strip the bed
2. Lay bottom sheet right side up
3. Change quilt protector
4. Put pillow(s) into the pillow case(s) and put
them it in the middle near headboard
5. Put bed cover/ spread
6. Push the bed against the headboard and make
sure all look tidy.

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.

 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.

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

II. How to clean the guest bathroomCleanthebasin,vanitytopand
mirrors
Cleanthebathtub
Cleantheshowerstall
Cleanthetoiletbowl
Cleanthebathroomfloor

Remember to replenish the guest amenities
such as
 toothbrush
 toothpaste
 comb
 glass
 soap
 body lotion
 shampoo
 shower cap, etc.

I. How to clean the guest room
Draw the sheer
curtains and black-
out curtains
Rubbish
disposal
Remove used linen
and make bed
Dusting
Clean the
bathroom
Replenish
supplies
Vacuum
the floor
Self check Start cleaning the next
guest room

Attention:
Always clean the guest room in one
direction, either clockwise or counter-
clockwiseto
eliminate criss-crossing the room.

II. Criteria in pesticide selection
 No odor ( or not fragrant odor)
 Highly effective
 Harmless to the human beings

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.

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.

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.

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.

 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.

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
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
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.

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.

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

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

2. Procedures in cleaning the staff locker room

Tidy up
Discard all rubbish
Clean rubbish bins
Clean walls
Clean top of lockers
Wipe the surface of lockers
Clean mirrors
Clean counter and basins
Clean shower areas
Clean toilets
Clean urinals
Mop the floor
Report defects
Finish the
scheduled cleaning

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.

 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.

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

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:

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.

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.

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.

II. Night Card
The night card has well-wishing words like
“ Hope you have sweet dreams” printed on
it.

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.

 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.

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.

 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.

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.

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.

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

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.

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.

3. When a VC room is found to be VD ( vacant
and dirty),
Call the Office Coordinator immediately to
change the status.

4. The purpose of checking room status again
and again, every two hours, is
To ensure actual room status conforms with
computer list.

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.

 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

II. Sample of laundry list
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
XXX Hotel No. XXXXXX1
湿洗 Laundry 干洗 Dry Cleaning 熨衣 Pressing

 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
Price RMB
Laundry 洗衣价格（ RMB ）
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

Guest Count
贵客点数
Hotel Count
酒店点数
Dry Cleaning / Pressing Items
干洗 / 熨衣
Price RMB 价格（ RMB ）
Dry Cleaning
干洗
Pressing
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 □ Starch □ Folded
衬衫交回挂起浆折叠
Plus 15% surcharge 加收 15% 服务费
Total amount 总计

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.

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

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.

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.

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.

 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.

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;

 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

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

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.

I. 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:
1. “Time in” and “ time out” or the shift you
work.
2. Physical room status after the room is
cleaned.
3. Actual number of guests in your area.
4. Items on loan to the guest.

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.

At the end of your shift, your Supervisor
collects the report and gives it to Housekeeping
Office.

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：
、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
房的客人。
1 ． 2 B 级标准：经理、媒介、演艺界明星、市政府、酒店同行、
协议价使用套房的
客人；
1 ． 3 C 级标准：回头客、长住客、大型活动的协调人。
1 、根据客人的重要程度，把 VIP 客人分为 A.B.C 三类。
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：
2 ． 1 A 级 VIP 赠品需总经理签字；
2 ． 2 B 级 VIP 赠品需副总经理、销售总监和房务总监签字；
2 ． 3 C 级 VIP 赠品需销售经理、前厅部经理签字。
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

A 级
名称单位数量单价
（元 / 斤）
合计金额
（元）
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
果篮等级

B 级
（元 / 斤）
合计金额
（元）
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

C 级
（元 / 斤）
合计金额
（元）
香蕉个 1
苹果个
橙子个
橘子个 2
葡萄斤 0.7
总成本

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

 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.

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.

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:

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.

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

 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.

 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.

V. Sample master lost and found record
Date
日期
Location
地点
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

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

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 high-
standard environment in the hotel.

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.

 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.

Unit 2: Serving Chinese Lunch
Unit 3: Serving Chinese Dinner
Unit 4: Private Dining Room (PDR) Service
Unit 1: Serving Breakfast in a Chinese Restaurant

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

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.

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.

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.

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.

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.

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.

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.

 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.

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

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

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;

 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.

I. The last order time
Around 21:50 hour.

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.

 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.

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.

 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.

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.

 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

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.

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 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

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.

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.)

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.

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.

Restaurant
II. How to serve guests during the meal?
1. Pull chairs out for guests when they arrive.
2. Take the drink order starting with the lady
then move clockwise.
3. When guests go to pick up food, staff can assist
guests, perhaps by putting food on their plates
when necessary etc.
4. Help guests carry dishes to the table if they
have two plates.

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.

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.

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.

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.

 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.

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.

II. How to handle guests’ complaints
 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.

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”.

 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.

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

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.

II. How to provide Room Service
1. 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.
2. Start at the earliest request time, keep delivering
until finished.
3. Staff should announce “ Room Service” before
entering the guest room.
4. Set the tray down according to a guest’s request.

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.

I. Styles in setting up banquet rooms
Classroom style, board room style, theater
style and U-shape hollow square and etc.

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.

 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.

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.

 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.

 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.

 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.

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.

 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.

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.

I. What issues do outlets need to communicate with
Kitchen
1. When a cake is ordered for a birthday party, Service staff
give pastry staff details such as the weight, ingredients
and style.
2. 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.
3. The available list
4. When there is new promotion, both kitchen and service
staff need to know.
5. If there is a complaint about food, for example, not enough
flavor or too salty, Kitchen should be informed by servers.

II. What issues do outlets need to communicate with
Stewarding
1. For banquets, Stewarding needs to know how many
are attending to prepare sufficient chinaware,
glassware, and silverware.
2. They use the same figures to have enough hands
available for clean up.
3. If chinaware is not up to standard in an outlet,
Stewarding is called to rinse and clean them
thoroughly with detergent.

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 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

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.

 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.

 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.

II. What areas does Security staff usually
check to prevent fires?
 Boiler room
 Transformer station
 Elevator cage
 Air-con room
 Satellite
 Receiving place, etc.

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.

 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.

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

II. If a guest claims something valuable is missing,
how does Security staff handle it?
1. Security staff responsible for this kind of issue
will work with the Duty Manager, and Assistant
Executive Housekeeper.
2. 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.

3. 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.
4. The hotel will assist police and guests whenever
possible.
5. An incident report will be filled in for the hotel’s
reference

III. Sample Incident Report
Date Time Location Room No.
Manager on Duty Duty Manager / Asst.
Manager
Security on Duty
Guest Name Sex Nationality Security be Reported
(Date)
Passport No./ ID No. Guest Contact No. Security be Reported
(Time)
Guest Permanent Address:
Description
Actions taken
Follow-up work Supporting documents
Pictures if necessary
Guest signature Security
Signature
Police Signature

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.

 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.

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.

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.

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.

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 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

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..

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__________________

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
日
期
Time
时间
Breakfast
早餐
Lunch
中餐
Dinner
晚餐
Venue
地点
Pax
人数
Rate
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

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.

 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.

 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.

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.

III. Information channel about the competitors
 newspapers,
 TV,
 magazines,
 the competitors’ internal bulletins,
 business directories,

200886111743924

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