Personal image is very important in cleaning service etiquette.

Personal image is very important in cleaning service etiquette.

Cleaning service refers to the cleaning of the floor, wall, ceiling, balcony, kitchen, bathroom and other parts of the room by professional cleaning personnel using cleaning equipment, tools and drugs. The doors and windows, glass, cookers, sanitary ware and furniture are treated in a targeted manner to achieve the purpose of cleaning the environment, sterilizing and preserving the goods.

Usually, what we think of as cleaning literally means keeping clean, but in real life, cleaning is synonymous with a profession, or there will be no such terms as cleaning company, cleaning car, cleaning products and cleaning personnel. The purpose of cleaning is to provide customers with satisfactory cleaning services. How to do this is about cleaning service etiquette.

The difference between cleaning service etiquette and general etiquette is that it emphasizes the quality of service provided by cleaning circle. Therefore, there are specific requirements for the content of cleaning, the personal image of cleaning staff and the image of cleaning company.

Cleaning service

Cleaning service etymology English cleaning service Cleaning service refers to the use of cleaning equipment, tools and chemicals by professional cleaning personnel to clean the floor, wall, ceiling, balcony, kitchen, bathroom and other parts of the room; The doors and windows, glass, cookers, sanitary ware and furniture are treated in a targeted manner to achieve the purpose of cleaning the environment, sterilizing and preserving the goods.

In terms of cleaning service quality, with the improvement of professional level and the intensification of market competition, cleaning service is no longer the clean guerrilla in people's impression. Cleaning services include formal service system, service etiquette and formal company, modern cleaning equipment and professionally trained cleaning personnel. They have uniform uniforms, standardized services and decent manners, which have been recognized by people and become an indispensable member of modern urban life.

Cleaning service has become an indispensable part of people's daily life. Imagine a 30-story building, how much garbage is discharged every day. If there is no cleaning staff, the garbage is estimated to swallow up half the building.

Everyone knows that there are very few cities without air pollution now, so if a house that has been left for two years is unoccupied, you can imagine how thick the dust will be. If you let yourself clean up, you may not be able to clean up in two days. But the cleaning staff can use their professional knowledge to restore the original appearance of the house within half a day, as clean as ever. This is my experience. Don't believe it.

The cleaner's cleaning skills pass, and the cleaning service etiquette can also satisfy customers. Because they all received professional etiquette training and professional knowledge training before entering the company.

The image of the cleaner

As a cleaner, although the contact environment is not clean, there is no good image when facing customers, and they will be rejected or not used by customers. Therefore, it is very important to have a clean and tidy personal image. This is what the cleaning company requires of its employees:

Behavioral requirements:

Hair should be neat, not long, and the headdress should not be too big or too much.

Clothes and shirts should be changed frequently to keep them clean and tidy.

No tattoos, no beards, no nails, no stains on nails.

Leather shoes are clean and shiny, and they are often oiled.

It is not allowed to bring BP machines and mobile phones to work (except for managers).

Don't bring extra jewelry (except wedding rings)

Don't have a strange hairstyle and don't dye your hair other than black.

Don't eat any smelly food or spray smelly perfume during working hours.

Dress of cleaning personnel:

Cleaners must work in accordance with regulations and keep clean and tidy.

Fasten your coat, don't wear sleeves, don't show your underwear belt, and keep the famous brand straight.

Wear black cloth shoes or leather shoes, white socks or flesh-colored stockings.

Dress peripheral employees are not allowed to wear their own clothes.

Working in a bad environment, no nudity (men are not allowed to bare their backs, women are not allowed to bare their limbs)

Polite language of cleaning staff

Hello, please, sorry. Thank you, sir, madam. It's okay. You are welcome to interrupt me.

Say hello before you talk to people.

When asking each other, please end the question. Thank you. If you make a mistake, you must say sorry.

Say sorry for giving each other trouble.

For the leaders of our company, when they meet for the first time every day, they say that you should add manager XXX or director XXX in front of you.

When you meet the general manager and deputy manager, don't be greeted by the surrounding guests. Stay where you are and wait for the leader to leave before you do the work.

Title:

Treat the elderly: grandpa, grandma, old comrades, old gentlemen, old masters.

Treat young people: comrades, teachers, gentlemen, brothers, big sisters, etc.

Treat comrades of the PLA: comrades of the PLA, comrades.

Treat people from other places who come to Beijing: comrades or teachers.

Treat foreign guests: sir, madam and young lady.

When cleaning:

When someone interferes with cleaning, he should say, excuse me, please make way for me to clean this place.

When you meet passers-by in cleaning, you should say, I'm sorry, I bumped into you. At the same time, we should accept each other's criticism with an open mind.

If you meet someone asking for directions, you should tell them what you know politely. If you don't know, you should say, sorry, I don't know. Ask someone else

If the local people report environmental health problems, please rest assured that we will solve them as soon as possible, or in order to solve your problems as soon as possible, please contact the Environmental Sanitation Department directly. And tell the other party the contact number.

When you hear criticism, you should say: Thank you for your concern about our work, and we will definitely improve our work in the future. And report the opinions put forward by the other party to the environmental sanitation department in time.

Cleaning service content and common sense

Cleaning can be divided into daily cleaning service, company cleaning service, housekeeping cleaning service and property cleaning service according to service objects. The clients are different, but the contents and requirements of cleaning services are basically the same.

Cleaning service content:

Environmental sanitation cleaning is a very important work link, which is related to the self-image and vitality of a department and institution. A good sanitary environment is an indispensable guarantee for work, so it is an arduous and trivial task to do a good job in environmental sanitation and cleaning.

Sweep the floor and mop the floor: sweep the floor with a broom in one hand and an ash hopper in the other, and put it into the ash hopper while sweeping; Drag backwards and clean the mop every 3m2 according to the texture of the floor and floor tiles.

Use of towel: Fold it into 8 sides, and the reverse side can be 16 sides.

Wipe the desk: according to the type of desk, use different cleaners and use Bayesian and furniture wax to wipe the wood along the stripes.

Cleaning of stainless steel products: prepare two towels and stainless steel water. First, wipe the dust off them with a dry towel, spray stainless steel water on another towel and wipe along the stripes. Don't get wet.

Cleaning of glass doors: ① Soak the glass doors with water soaked with detergent and scrub them one by one; (2) After each piece is scrubbed, scrape the residual cleaning agent on the glass from top to bottom with a glass scraper; ③ Wipe the scraper film with a semi-dry and semi-wet towel every time you scrape the glass scraper, so as to wipe off the cleaner on the scraper film, and then proceed to the next step; (4) After cleaning, the tools should be put back to the designated place.

Cleaning of copper products: prepare two towels and copper brightener. (1) Wipe the dust with a dry towel first; ② Spray the copper brightener on the towel and wipe it along the stripes (don't spray too much and don't get wet).

Cleaning of ordinary ashtrays: ① Pick out the cigarette butts in the ashtrays, then pour the stone rice into the filter screen to clean the ashtrays, clean and dry them, and replace them with clean stone rice; (2) Immersing the stone rice in the sieve in water, turning over and washing off the ash; (3) put the washed stone rice into a washing bucket, and add detergent or bleach to scrub it repeatedly; (4) Put the washed rice in the designated place, dry it and put it back in the designated place in time for future use.

Cleaning of washbasin: Clean the washbasin with a clean and bright towel at least once a day, and then clean it with clear water. Carefully wipe the stains that are particularly difficult to remove with a scouring pad, and finally clean them with a towel.

Cleaning of urinal: firstly, pour toilet cleaning water for scrubbing to remove stains on urinal, and then clean it with clear water.

Toilet cleaning: firstly, pour toilet cleaning water for scrubbing. Then clean with clean water, and finally dry the water around the toilet with a towel.

Garbage collection: collect garbage once every morning and once at night. When collecting floor garbage, choose the appropriate time and passage, only use the cargo elevator or fire elevator, not the passenger elevator, and avoid taking the elevator with customers; Don't scatter garbage on stairs, floors or roads; After dumping garbage, clean all temporary garbage containers with water or cleaning tools, and then cover them with garbage bags; Clean the garbage after using the car, and then put it back.

Clean common sense:

Household faucets don't need much dirt for a long time. I suggest you squeeze toothpaste into a toothbrush, spray a little face wax after cleaning, and then wipe it with a dry towel.

Usually leather and wooden furniture should be waxed regularly, and products such as Bellevue can be used. Only by more maintenance at ordinary times can you use it frequently.

White desktop chairs at home are easy to get dirty, and rags are not easy to wipe off dirty marks. Try squeezing toothpaste on a clean rag and gently wiping it, and the stains on the furniture will be removed. Don't push too hard, and don't hurt the paint.

Hot cups and plates placed directly on the painted surface of furniture will leave a circle of hot marks. Generally, you only need to wipe it with kerosene, alcohol, toilet water or strong tea dipped in a wet rag, or gently wipe it with iodine or coat it with a layer of vaseline oil. Wipe the burn marks with a rag every two days to eliminate the burn marks.

Combustion products, such as fireworks, soot or unlit matches; Sometimes it will leave scorch marks on the paint of furniture. If it's just a paint burn, you can wrap a fine hard cloth on the toothpick and gently wipe the trace. Then apply a layer of wax to remove the scorch marks.

Making tea on the coffee table with a fireproof board will leave ugly spots after a long time. At this time, you can sprinkle some water on the table, wipe it with tin foil paper in the cigarette case, and then scrub it with water to wash away the traces of tea.

If the furniture backboard is deformed in a large area due to moisture, it should be replaced, and the furniture must be leveled with four foot pads, otherwise it will be deformed due to uneven stress. Don't install a mirror on the push-pull wardrobe door easily, because the mirror is too big and heavy, which will make the cupboard door fall off and change tracks.

The electroplating switch of electrical appliances will lose its luster and be eroded by sweat if it is frequently contacted. Vaseline can be applied frequently to prevent salt erosion.

If the paint surface of furniture has scratches and does not touch the wood, it can be painted on the wound surface of furniture with crayons or pigments of the same color as the furniture to cover the exposed background color, and then coated with a thin layer of transparent nail polish.

Etiquette of property cleaning service

Speaking of cleaning, I have to mention the property. Cleaning is an important part of property work, which embodies the rules and regulations of cleaning service etiquette to a certain extent.

Property cleaning service etiquette includes the following aspects:

Service attitude:

The service to the host should be smiling, pleasant and enthusiastic.

Persuade the host to be polite when leaving the workplace, and do a good job of explanation and apology.

Accept the owner's evaluation with an open mind and pleasure, listen to the owner's complaints patiently and report to the foreman in charge in time.

Walking:

Walking is not allowed to cross the road with the owner at will. Under special circumstances, you should indicate to the owner before crossing the line.

Don't cover your eyes when pushing the goods by hand to avoid danger.

When walking, you should try to turn on the oil.

Go, but don't run. Don't walk side by side, arm in arm. When you meet the boss or the boss, you should walk beside him. Don't walk between two people. Please make way and say sorry. Don't run amok and be rude.

Sitting posture:

Sit up straight, sit down gently, keep your upper body straight, your center of gravity stable, your waist straight, your hands naturally square, your knees together, look straight ahead and smile.

It is not allowed to lean forward and lean back, swing your feet and shake your legs.

Don't cross your legs and hold your chest.

Don't put your feet on the workbench or lie on it, and don't shake the tables and chairs.

Other prohibited acts:

You are not allowed to eat snacks, play with personal belongings or do things unrelated to work during office hours.

When working in the master's house, you are not allowed to rummage around, let alone take the master's things or gifts.

Don't use too many gestures when you speak, and don't use too much amplitude.

You are not allowed to walk around with a toothpick in your mouth.

No spitting or littering.

Don't tidy up your personal clothes in public.

Don't put anything under your arm.

You are not allowed to look at your watch often in front of your master.

When coughing or sneezing in front of the host, step back, cover your mouth with a handkerchief or paper towel and say you're sorry.

In the office area, don't talk and laugh at will, don't make a noise, don't make a noise, don't throw things around, don't touch things, and don't make unnecessary noise.

It is not allowed to point your hand or pen at the owner and give directions to others.

Pay attention to self-control and always pay attention to your words and deeds.

It is forbidden to put slippers or feet on the seat when riding.

Job responsibilities of cleaning staff

Cleaning staff is an important working group responsible for arduous cleaning and hygiene work in shopping malls, which directly serves merchants and customers and is also an important grass-roots organization to measure the management quality of the company. In order to standardize management and improve service quality, the post responsibility system for cleaning staff is specially formulated, and each employee must conscientiously implement:

Establish a high sense of responsibility, care about the interests of shopping malls, and strictly implement the regional cleaning responsibility system. In the process of cleaning, if any damage or abnormality of facilities and equipment is found, it should be reported to the superior supervisor or engineering maintenance personnel in time, and be responsible for managing the sanitary wares in the area to ensure that the sanitary wares are kept clean and tidy at any time, with reasonable layout, fresh and beautiful appearance, and to ensure the cleanliness inside and outside the shopping mall, leaving no sanitary corner.

Cleaning staff should strive to improve their own quality and sense of responsibility for the company, obey the work arrangement of the leader, abide by the work discipline of the company, do not be late, do not leave early, do not leave without authorization, and ask for leave from the supervisor in case of emergency. The personnel on duty shall not do anything unrelated to their jobs. Only with the approval of the supervisor can you rest in the lounge.

The sanitation of the contracted post area must meet the prescribed standards, and those who fail to meet the standards for three times in a row will be given warnings, fines and dismissal respectively. The shift supervisor on that day should make detailed records.

The cleaning staff should be warm and considerate to the merchants and customers, be dignified and polite, and regard the customers as God. The shift supervisor must deal with the customers' complaints immediately on the same day, and must not argue with the customers.

Wear clean clothes when changing shifts, dress according to the specified requirements, and wear a work card on the left chest. Shorts, vests and slippers are allowed in any workplace at any time.

Cleaning personnel should adhere to principles, unite and cooperate, and treat each other with courtesy. Don't slack off your work with personal grievances, don't equip your colleagues with work obstacles, and don't disturb the work order with any excuse.

It is not allowed to sell waste products privately with public property. If found, they will be fined separately and dismissed at the same time; Damage to sanitary tools shall be compensated according to the price. Items found shall be handed over to the supervisor in time.

The garbage in the shopping mall should be cleaned at any time, transported out of the venue or designated place in time with trash cans and garbage bags, and poured into containers. Escalators are not allowed to transport garbage. When transporting garbage, you must take the stairs. Stains and rubbish on escalators, stairs and surrounding areas must be removed in time.

Cleaning personnel have the right to discourage and stop acts that damage public health. If they can't handle or solve it, they should immediately report to their superiors and have the right to put forward some reasonable suggestions in their work.

Cleaning staff must strictly abide by the cleaning procedures of cleaning staff.

Although cleaning is hard and dirty, it is always worthwhile to get customers' smiles. As a cleaning staff, we should be proud of our profession, sincerely serve our customers, standardize ourselves with cleaning service etiquette and improve ourselves. Good service is the embodiment of your value.

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