What preparations should the front office manager make before the hotel opens?

It is of great significance for the front office manager to make preparations before and after the opening of the hotel It is also a challenge for professionals engaged in hotel management. Using the countdown method, the hotel opening preparation work is operated as a project, and the practice proves that it has strong operability.

I. Tasks and Requirements of Hotel Opening Preparations

The preparation work before the opening of the hotel is mainly to establish the departmental operation system, and make full preparations for the opening and post-opening operation from the aspects of people, money and materials, including:

(a) Determine the authority and responsibility of each department of the hotel.

After the managers of all departments arrive at their posts, they should first be familiar with the plane layout of the hotel, and it is best to visit it on the spot. Then according to the actual situation, determine the jurisdiction of the hotel and the main responsibilities of each department, and report specific suggestions and ideas to the general manager in writing. The top management of the hotel will convene relevant departments to discuss and make a decision. In the division of areas and responsibilities, managers of various departments should proceed from the overall situation and have a good sense of service. According to the requirements of professional division of labor, it is best to implement centralized management of hotel cleaning work. This is conducive to the unification of standards, the improvement of efficiency, the reduction of equipment investment, equipment maintenance and personnel management. The division of responsibilities should be clear, preferably in writing.

(2) Design the organizational structure of hotel departments.

In order to design the organization scientifically and reasonably, the managers of hotel departments should comprehensively consider various related factors, such as hotel scale, grade, building layout, facilities and equipment, market positioning, business policy and management objectives.

(three) to develop a list of goods procurement

There are many affairs before the opening of the hotel, and the procurement of business supplies is a very energy-consuming work. It is very difficult to complete this task only by the purchasing department, and all business departments should assist them to complete it together. Whether it is the purchasing department or the hotel department, the following questions should be considered when making the purchasing list of the hotel department:

1. The architectural features of this hotel.

The types and quantities of purchased goods are closely related to the characteristics of buildings. For example, the guest room floor usually needs to be equipped with a work car, but for some villa-style buildings, the work car will not play a role; In addition, the number of some cleaning equipment is directly related to the number of rooms on each floor. For hotels with about 18-20 rooms on each floor, the housekeeping manager needs to decide whether the main cleaning equipment on each floor is one set or two sets. In addition, the configuration of some equipment and supplies in the housekeeping department is also related to the labor organization and related business volume of the housekeeping department. For example, the dining car in the catering department needs to consider whether it can reach the dishwashing room. Can the massage table enter the door of the massage room, and so on?

2. Industry standards.

The National Tourism Administration issued the industry standard "Quality and Equipment Requirements for Room Supplies in Star Hotels", which is the main basis for room managers to make a purchase list.

3. The design standard and target market positioning of the hotel.

Hotel managers should proceed from the reality of the hotel, make a list according to the designed star standard and refer to the national industry standard. At the same time, according to the hotel's positioning, they should also consider the target market's demand for room supplies, their preference for dining environment and some behavior habits.

4. Industry development trend.

Hotel managers should pay close attention to the development trend of the industry and have a certain sense of being ahead of the times in the provision of goods, and should not be too traditional and conservative. For example, it is a useful attempt for a hotel to reduce unnecessary guest items in the room according to the needs of guests. The catering department has reduced the tableware and arrangement such as gold and big red, and added some elegant arrangements.

5. Other circumstances.

When making the material purchase list, the relevant departments and personnel should also consider other related factors, such as occupancy rate and the financial situation of the hotel. The design of the purchase list must be standardized, which usually includes the following columns: department, number, project name, specification, unit, quantity, reference supplier, remarks, etc. In addition, all departments need to determine the equipment standards of related projects when making the purchase list.

(4) assist in purchasing.

Although the managers of hotel departments do not directly undertake the procurement task, this work has a great influence on the opening and operation of each department. Therefore, the managers of all departments of the hotel should pay close attention to and participate in the procurement work properly. This can not only reduce the burden of the purchasing manager, but also ensure that the purchased goods meet the requirements to a great extent. Managers of hotel departments should regularly check the availability of various items against the purchase list, and the inspection frequency should gradually increase with the approach of opening.

(five) to participate in or be responsible for the design and production of uniforms.

It is a common practice for hotel departments to participate in the design and production of uniforms. At the same time, it is pointed out that the housekeeping department is responsible for the washing, storage and replenishment of uniforms, and the housekeeping manager often has his unique appreciation ability in the choice of uniform styles and fabrics.

(six) the preparation of hotel work manual.

Workbook is a guide to the work of the department and the basis for the training and assessment of the staff of the department. Generally speaking, the work manual should include job responsibilities, work procedures, rules and regulations and operation forms.

(seven) to participate in employee recruitment and training.

The personnel department and the hotel department managers are responsible for the recruitment and training of employees in all departments of the hotel. In the process of employee recruitment, the personnel department initially screens candidates according to the overall requirements of hotel work, and the managers of hotel departments are responsible for the good access. Training is a major task before the opening of the department. Managers of hotel departments should make feasible departmental training plans, select and train departmental trainers, guide them to prepare specific teaching plans, supervise the implementation of training plans, and ensure that the training work achieves the expected results.

(eight) the establishment of hotel departments property files.

It is of great significance to establish the property files of all departments of the hotel before opening for the future management of all departments of the hotel. During this period, many hotel managers neglected this work and lost the opportunity to master first-hand information.

(9) Track the progress of the hotel decoration project and participate in the acceptance of the hotel department.

The acceptance of hotel departments is generally attended by infrastructure department, engineering department, hotel department and other departments. All departments of the hotel participate in the acceptance inspection, which can largely ensure that the decoration quality meets the standards required by the hotel. Before participating in the acceptance, all departments of the hotel should design an acceptance checklist for all departments of the hotel according to the situation of the hotel, and train the personnel of the participating departments accordingly. After acceptance, the department should keep a checklist for future follow-up inspection.

(10) is responsible for the basic cleaning of the whole store.

In the infrastructure cleaning work of the whole store. Each department of the hotel is responsible for cleaning all the infrastructure in its area, as well as cleaning the lobby and other related public areas. The success of infrastructure cleaning before opening directly affects the protection of hotel products. Many hotels have left permanent regrets because of their neglect of this work. Before the opening of the hotel, all departments of the hotel should work with the hotel senior management and relevant responsible departments to determine the infrastructure cleaning plan of each department, and then the PA team of the housekeeping department will train the employees of each department on cleaning knowledge and skills, equip each department with necessary appliances and detergents, and inspect and guide the cleaning process.

(eleven) simulation operation department

After all the preparations are basically ready, all departments of the hotel can carry out departmental simulation operation. This is not only a test of preparation, but also a solid foundation for formal operation.

Second, the hotel opening preparation plan

Making the hotel opening preparation plan is the key to ensure the normal work of all departments before the hotel opening. There are many forms of opening preparation plan, and hotels usually use countdown to ensure the normal opening preparation. Countdown method can be expressed in two forms: table and text. The following is a tabular pre-opening work plan for reference only.

Example: the preparation work plan before the hotel opens.

The schedule allows the completion time, and the person in charge prepares the notes.

April

(operation) 1. Human resources and marketing. Food and beverage department, 3. The housekeeping manager entered the site to work.

4. Make a hotel recruitment plan.

5. Make the hotel organization chart. Late design.

7. Staffing, 8 people. Salary plan. 4. 1-4. 15 1. Follow up the renovation progress.

April

(engineering) 1. Civil construction completed, 2. Fine decoration has begun.

3.4 dormitory. Logistics work began,

5. Fire fighting, air conditioning, water, electricity and gas pipelines are completed.

Install windows

7. Guest room. Restaurant lobby decoration

8. Communication system wiring 4. 1-

4. 1 - 5.30

1. 1 - 4.30

1. 1 - 4.30

2. 1 -

3. 10- 1. The key point is the staff dormitory.

May

(operation) 1. Employees sign in and go through the formalities of entering the store.

2. The hotel new employee induction training,

3. Start market research and make marketing plan.

4. Print all kinds of reports and documents

5. Customize employee training clothes

6. Customized tableware, room supplies and entertainment facilities

5. 1 - 6.30

5.20 - 6.30

5.25-6.30 personnel

manager

Department manager 1. Combining local and foreign recruitment,

2. Finance is allocated by the board of directors.

May

(Project) 1. Complete dormitory 2. Design and order beds and quilts.

3. Weak current system and boiler installation

4. Clean up the outdoor site and make a greening plan.

5. Customize kitchen equipment and facilities, 5.20-7. 10

5. 1 - 6.30

5. 1 - 6.25

5. 1 - 6.25 1.

June

(operation) 1. Arrange employees to practice in cooperative stores.

Step 2 make a banquet list and plan

3. Customize marketing supplies and start early intervention in marketing.

4. Make plans for the opening ceremony

5. Make a purchase plan for interior and exterior decoration.

6. Dining room and meeting furniture enter the site

7. Check the completion of engineering and equipment installation in all parts of the hotel. 6. 10—6.20

6. 10 - 6.20

6. 10 - 6.20

6.20 -

6. 10 - 6.20

6. 10-6.30 personnel

Departments and personnel

Sales department

Department. purchase

Buy 1. Ensure that employees eat and live.

2. Training venues and equipment

3. The equipment is printed with the hotel logo.

June

(engineering) 1. Installation and debugging of air conditioning system

2. electrical appliances. Installation and debugging of communication system

3. Installation and debugging of kitchen equipment and facilities

4. The renovation project is completed and cleaned up.

6. 10 - 6.30

6. 10 - 6.30

6. 15 - 6.30

July

(operation) 1. Arrange employees to practice in cooperative stores.

Step 2 make a banquet list and plan

3. Customize marketing supplies and start early intervention in marketing.

4. Make plans for the opening ceremony

5. Make a purchase plan for interior and exterior decoration.

6. Dining room and meeting furniture enter the site

7. Check the completion of engineering and equipment installation in all parts of the hotel 8. 15-9.05.

8.20 - 8.30

8.20 -

8. 15 - 8.30

8. 15 - 8.25

8. 15-8.30 personnel

Sales department

Sales department

Marketing department. head office

Department. purchase

engineering department

July

(engineering)

enforcement regulations

-Housekeeping Department

(a) three months before the start of business

It is the responsibility of the project coordinator or the hotel manager to contact the project contractor, but the housekeeping manager must establish this communication channel for future contact.

(2) two months before the opening.

1. Participate in selecting materials and styles of uniforms.

2. Understand the number, category and bed specifications of guest rooms, and confirm the orientation of all kinds of guest rooms.

3. Understand the configuration of other supporting facilities such as hotel recreation.

4. Make clear whether the housekeeping department uses computers.

5. Be familiar with the design blueprints of all regions and make field trips.

6. Understand the relevant orders and the list of existing items (linen, forms, guest supplies, cleaning supplies, etc.). ) .7. Know all the orders that have been executed and supplement the orders that have not been executed.

8. Ensure that all the ordered items can be in place one month before the opening of the business. Before the opening of the business, negotiate with the general manager and relevant departments about the storage and control methods of the main items, and establish the workflow of order acceptance, warehousing and inquiry.

9. Check whether the necessary furniture and equipment are omitted, and ensure that the expenditure does not exceed the budget.

10. If the hotel doesn't have a laundry room, it is necessary to inspect the local laundry room and draft a washing contract outside the store.

1 1. Decide which work items should be outsourced, such as pest control, exterior wall and window cleaning, and conduct corresponding bidding and negotiation for these projects.

12. Organization of the design department.

13. Write the job descriptions of each position in the department and make the training plan before the class starts.

14. Implement employee recruitment.

(3) One month before opening.

1. Determine the room layout standard according to the design requirements of the hotel.

2. Formulate a series of standards and systems such as departmental inventory.

3. Make plans for the use and management of guest room keys.

4. Formulate the safety management system of housekeeping department.

5. Develop procedures for receiving and using chemicals (such as cleaning agents).

6. Formulate inspection and maintenance procedures for guest room facilities and equipment.

7. Formulate a unified management system.

8. Establish a guest room quality inspection system.

9. Develop procedures for handling lost items.

10, formulate relevant regulations for houses to be repaired.

1 1. Establish the service standard of "VIP" rooms.

12. Develop cleaning procedures for guest rooms.

13. Determine the price of guest laundry room and design the corresponding table.

14. Determine the relevant service regulations of guest laundry room.

15, Operation Table of Design Department.

16. Make employee training plan before opening.

(five) twenty days before the opening.

1. Review the design scheme of laundry room.

2. Contact the cleaning supplies supplier, so that it can supply all the necessities in place at least one month before the opening of the business, so as to ensure the normal "land reclamation" of the hotel.

3. Prepare a room acceptance form for room acceptance.

4. Examine and approve the wages and benefits of employees in this department.

5. Check and approve the equipment standards of all fabrics and articles.

6. Implement employee training plan before opening.

(six) fifteen days before the opening.

1. Review the cleaning and maintenance plans and procedures for marble and other special surface materials.

2. Formulate the supply procedures for guest supplies and cleaning supplies.

3. Make other floor cleaning methods and maintenance plans.

4. Establish inspection and reporting procedures for OK rooms.

5. Determine the communication channels between the Front Office and Housekeeping Department.

6. Make employee incentive plan (reward and punishment regulations).

7. Formulate the cycle and working procedures for guest room planning and sanitation (such as turning over mattresses).

8. Make cleaning and maintenance plans for all front and back offices, and define the cleaning and maintenance responsibilities of all relevant departments.

9. Establish document management procedures for housekeeping department and laundry room.

10. Continue to implement the employee training plan.

(seven) the tenth day before the opening.

1. According to the expected demand, cooperate with the financial department to establish a set of total inventory standards for fabrics, utensils and guest items.

2. Check the delivery and receiving dates of all rooms.

3. Prepare enough cleaning supplies for cleaning before opening.

4, determine the storage standard of warehouse items.

5. Ensure that all guest room items are placed on the shelves according to specifications and standards.

6. Re-check the quantity and quality of furniture and equipment with the general manager and relevant departments, and confirm and modify them.

7. Prepare detailed cargo storage and control procedures with the Chief Financial Officer to ensure the accuracy, reliability and rationality of all expenses before opening.

8. If the hotel has its own laundry room, it should get in touch with the social commercial laundry room in order to get necessary assistance when necessary.

9. Continue to implement the employee training plan.

(eight) the seventh day before the opening.

1. Confirm with the engineering manager whether the spare parts of the laundry equipment have arrived.

2. Formally determine the organization of housekeeping department.

3, according to the needs of the work and other specifications, work out the personnel allocation scheme.

4. Obtain the design standard specifications of guest rooms.

5. Check the guest rooms with the project director according to the list to ensure that each room meets the standards.

6. Establish the scrapping procedures for clothes and uniforms.

7. According to the tasks and requirements of sewing workers in the store, determine what kind of sewing workers are needed and establish outreach targets for emergencies.

8. Draw up the list of people who enjoy laundry discounts in the store and relevant regulations.

9. Prepare to clean the guest room for the first time.

(nine) the fifth day before the opening.

1, start cleaning the rooms one by one, and equip them with guest supplies.

2. Wash all fabrics before use. Sampling washing test must be carried out before comprehensive washing to determine the best washing method for various fabrics in future business.

3, according to the project delivery plan, in conjunction with the project leader acceptance one by one and supervise the relevant areas and projects.

4. Start cleaning the background area and other public areas.

Third, the trial operation before opening

The trial operation before opening is often the busiest and most prone to problems in hotels. Studying the characteristics and problems at this stage will help reduce the problems and ensure the smooth transition of the hotel from preparation before opening to normal business. During the trial operation before opening, room managers should pay special attention to the following issues:

Positive attitude

When the hotel enters the trial operation stage, many problems will emerge. In this regard, some housing managers will show impatience and blame their subordinates too much. The correct way is to adopt a positive attitude, that is, to complain less about subordinates, encourage them more and help them find solutions to problems. In the communication with other departments, we should not focus on who should be held accountable, but should study how to solve the problem.

(two) regularly check the availability of materials.

As mentioned above, the housekeeping manager should assist in purchasing and checking the availability of materials. In practice, the housekeeping department of many hotels often ignores this work, so that many items are not in place at the critical moment of opening, which affects the department's work before opening. Items that are often forgotten are: work key chains, rags, discarded sheets, marble blades, etc.

(C) focus on process control

Before the opening, the housekeeping department had a heavy cleaning job and time was tight. Although the manager emphasized the precautions in cleaning, it is not uncommon for the waiter not to understand or "take shortcuts", such as using strong acid cleaner to remove traces and using blades to remove construction waste from glass, and not paying attention to methods. Once these problems occur, it is difficult to take remedial measures. Therefore, managers can often get twice the result with half the effort by checking and correcting in time after assigning tasks.

(D) to strengthen the protection of finished products

The most serious damage to hotel carpets, wallpapers, furniture and other finished products often occurs during the period before opening, because at this stage, there are the most construction teams in the store, and everyone is catching up with the project progress. At this time, the task of housekeeping department is also the heaviest, and it is easy to ignore protection, and it is often difficult to coordinate with engineering units. Nevertheless, domestic managers can't slack off on the protection of finished products, so as not to leave permanent regrets. In order to strengthen the protection of hotel finished products, housekeeping management personnel can take the following measures:

1. It is strongly recommended that the hotel start the guest room decoration after the air conditioning and water pipes are debugged, so as to avoid damaging the wallpaper and polluting the guest room with a lot of dust when the air conditioning is debugged.

2. Strengthen communication and coordination with decoration construction units. Supervise the management personnel of the construction unit to strengthen the management of the construction personnel. The housekeeping manager should strengthen the inspection of the floor that has not been taken over, and pay special attention to the phenomenon that the decorator uses strong acid to remove stubborn stains, because although strong acid can remove stains, the damage to sanitary ware will soon appear and is irreversible.

3, take over the floor as soon as possible, strengthen the control of the floor. Although it takes considerable energy to take over the floor in the early stage, it is very important to protect the floor. Once the floor key is taken over, the housekeeping department will be fully responsible for the protection of facilities and equipment in the guest room, and the housekeeping department needs to make specific and clear provisions on how to protect facilities and equipment. After the floor is carpeted, the housekeeping department needs to strictly control the people who enter the floor. At this time, the waiter should be arranged to be on duty on the floor, and all the people who come in and out should change into slippers prepared by the housekeeping department. The department should put some abandoned carpet heads at the exit of the floor, and put abandoned sheets in rainy and snowy weather to ensure that the carpet is not polluted.

4. Start carpet tracking. Emphasizing maintenance as soon as the carpet is laid can not only keep the carpet clean, but also help to cultivate employees' awareness of protecting the hotel's finished products from the beginning, which has a very positive impact on the future room work.

(5) Strengthen key management.

Before and during the opening of the business, the work of the department is particularly complicated, and the room manager easily ignores the management of keys. The use of universal keys is confusing, and the loss of keys is a frequent problem. This may have very serious consequences. Housekeeping department should first number all keys and equip them with key chains; Secondly, a strict system has been established for the collection of keys. For example, you must sign your name, and you are not allowed to lend the key to others at will, and you are not allowed to leave your body (use the master key as the key to get electricity).

(six) to determine the specifications of the goods.

The work of determining the specifications of goods placement should be carried out as early as the model room, but many housing managers ignore this work, so that they don't think of the training of goods placement specifications and specifications until the room is to be decorated, which is precisely the busiest time for the department. It is difficult to carry out effective training, resulting in irregular room layout and constant rework of waiters. The correct way is to include this work in the work plan before opening. After the model room is confirmed, we will begin to design the layout of items in the room, determine the layout specifications of various types of rooms, and take photos to train employees. Experienced domestic managers will also standardize the layout of floor workshops and work cars, which often can achieve good results. Check the quality of the guest room.

(7) The acceptance of room quality is often the responsibility of the engineering department and housekeeping department.

As the user department, the acceptance of housekeeping department is very important to ensure the quality of rooms. Before the acceptance, the housekeeping department should design the room acceptance list according to the actual situation of the hotel, and list the items that need to be accepted one by one to ensure that no items are omitted during the acceptance. Housekeeping department should ask the inspected unit to sign the acceptance form and keep a copy to avoid the phenomenon of wrangling in the future. The experienced housekeeping manager will list all the problems according to the room number and the category of the problems after the room acceptance, so as to facilitate the arrangement of the rework of the construction unit and the department's grasp of the situation of each room. Housekeeping department should also revise the above records every day according to the changes of the situation to keep the latest records.

(eight) pay attention to the shift of focus, so that the department work gradually transition to normal operation.

During the opening period, the work of the department is complicated, but the department manager should keep a clear head and gradually guide all the work on the normal track. In the meantime, department managers should pay special attention to the following issues: 1. The code requires employees to be polite to guests, which is required by gfd. Because the floor has not yet received guests, the dust is heavy when cleaning the infrastructure, and the uniforms are not in place. At this time, the domestic workers may not have strict requirements on the manners, manners and appearance of employees, but with the approach of opening, they should start to pay attention to these problems, especially reminding employees to speak softly, move lightly and walk lightly. Cultivating employees' good habits is the key to do a good job in guest rooms. The cultivation of employees' habits during the opening period has a great influence on future work. 2. Establish a formal communication system. Departments should start to establish internal meeting system and succession system, and start to use forms; So that the communication between departments and within departments is gradually on the right track. 3, pay attention to the background cleaning, equipment and furniture maintenance. Various cleaning and maintenance plans should be implemented gradually, instead of waiting for the problem to become serious.

(nine) pay attention to the use of vacuum cleaner training.

There will be a lot of rubbish when cleaning up the infrastructure. Many employees either don't understand the precautions in using vacuum cleaners, or use vacuum cleaners to absorb large garbage and sharp objects, and some even absorb garbage, thus damaging vacuum cleaners to varying degrees. In addition, the daily dust collection during the opening period is much larger than usual, so it is necessary to clean the garbage in the dust collection bag in time, otherwise it will affect the dust collection effect and even damage the motor. Therefore, the room manager should pay attention to the training of employees in using vacuum cleaners and conduct on-site supervision.

(ten) to ensure the provision of sufficient qualified rooms.

Most hotels in China are always in a hurry to open, and most of the robbed rooms have some problems. The common problem is that the required room number is discharged from the front office, but the housekeeping manager found that some problems could not be solved for a while, and it was not allowed to change rooms at the time, which affected the room quality and guest satisfaction. The experienced housekeeping manager will actively keep close contact with the front office manager and prepare the required rooms according to the requirements of the front office and the current situation of hotel rooms.

(eleven) in the use of computers at the same time, the preparation of artificial emergency table.

Before the opening of many hotels, due to various reasons, it is impossible to provide timely and effective training for departments using computers, which further affects the normal operation of hotels. Therefore, it is necessary for the housekeeping department to prepare a manual emergency form.

(twelve) to strengthen safety awareness training, to prevent all kinds of accidents.

Housing management personnel should pay special attention to fire hazards, and report in time when they find that the construction unit uses open flames on the floor. In addition, it is necessary to enhance the awareness of anti-theft and avoid the situation that the service personnel are too enthusiastic and just open the door for others.

(thirteen) to strengthen the training of equipment room facilities.

A common problem in many hotels at the beginning of opening is that the waiters don't fully understand the use of guest room facilities and equipment, and they can't give correct guidance and help to the guests, which brings some inconvenience to the guests, such as the use of indoor surfing bathtubs and multifunctional toilets.