Chapter 1090: Capricious Punishment
It was past 11 o'clock, close to 12 o'clock, and the hotel was busy. There were many people waiting in the small waiting area and the small front desk, but these guests seemed quite satisfied, and no one seemed particularly impatient.
It was the peak check-out period, and no one could demand that their own people get the relevant procedures done as soon as they came.
Feng Yiping took a look and saw two staff members, one male and one female, at the front desk. They were very efficient and had the right expressions. At least they were not the cold faces of those in government offices, nor were they the polite and self-conceited front desk staff of some five-star hotels. They had the right movements. When handing over the change and invoice, they used both hands and bowed slightly. They also used the right polite language, and always addressed "you" in their words, which was completely in accordance with the training. Their tone was also right, not the mechanical and formulaic tone, but rather friendly and natural, and they spoke from the heart...
Not bad.
But it is not without disadvantages. It should be that the time is too tight. When communicating with customers, there is no eye contact. For example, when saying goodbye, "Here is your invoice and change, please keep it, thank you!"
After that, he bowed slightly and said, "Welcome to our store again, I wish you a pleasant journey, goodbye!"
He glanced at it quickly, without any eye contact, and immediately received the next person, "Hello, please show your room card and prepaid deposit voucher."
Feng Yiping also often stays in hotels. He knows that such treatment will make some guests who check out feel a little bit ignored, or similar to me, once I check out, I can no longer enjoy the enthusiasm of staying in the hotel before, and the tea is cold before I leave.
In fact, even if you only look at the guests enthusiastically for one or two seconds, you can eliminate their feelings. It can't be said that it can make them leave happily, but at least they will feel more comfortable when they leave.
Feng Yiping and a few people stopped here to observe, and immediately attracted some people's attention. A man in a suit and tie in the waiting area, standing next to a suitcase with his hands folded, suddenly had his eyes lit up, and immediately touched his colleague next to him and whispered, "That seems to be Feng Yiping?"
The man turned around blankly and saw, oh, it's true, and immediately felt like he had seen a star, excited and eager to move, but did not dare to get close.
Feng Yiping always smiled at customers, and smiled and gestured to them. The two were flattered and nodded quickly.
The store manager who was helping at the front desk also found Feng Yiping at this time, and hurriedly trotted over, "Mr. Feng,"
The man and woman at the front desk heard the noise and saw clearly that it was Feng Yiping who came, and they were also shocked, and their attitude became more correct.
"Take me to the linen room," Feng Yiping didn't waste time with the store manager, "Wenhua, you stay here,"
He didn't want this store to be tipped off.
The store manager naturally knew the reason for the arrangement, and nervously led the way in front, "Please come this way,"
…………
The so-called linen room in the hotel is a room where quilts, sheets, pillowcases, towels and other cotton products, which are generally called "linens", are stored.
Hotels and many other service industries must have such rooms, but there is no limit on the number. Yijia generally guarantees more than two rooms according to the size and specific layout of the branch.
This room is located at the corner of the second floor and is very large. At this time, there are several service carts waiting at the door.
In order to avoid some problems that often occur in economy hotels later, Yijia stipulated at the beginning that the linens in the hotel should be replaced with clean ones first, so as to avoid the room attendants being too lazy to replace some linens that do not look too dirty in order to save trouble.
For example, if you are responsible for ten rooms, take back all the dirty linens in these ten rooms first, and then give you clean ones in full, so as to eliminate the possibility of your laziness from the source.
"Hello, everyone. Don't be affected by us," Feng Yiping walked in from the door that was opened. A middle-aged woman who was doing the receiving and sending and registration inside stood up quickly, "Do your thing, I'll take a look myself."
The air in the linen room was good, not only without odor, but also relatively fresh.
The cabinets, windowsills, and floors all looked relatively clean and without stains. The linens on the shelves were covered with cloth to ensure that the linens sent from the laundry would not be contaminated.
The room was also very tidy, without other irrelevant debris. Feng Yiping nodded, "Where are the receiving and sending records?"
The woman quickly brought him a book to show him. He scanned the number of items collected and issued on one day, as well as the number of items handed over to the laundry. Excluding the damaged items, the total amount was consistent, at least there was no problem from the account.
"Have we sampled and tested the items washed by the laundry?" he asked the store manager.
In detail, there are unspoken rules or shady dealings in all walks of life. For example, in the laundry, the most easily manipulated thing is the detergent additive.
The price of a ton of washing powder is tens of thousands, usually more than 20,000, while the price of a ton of liquid alkali is usually only about 500 yuan, and the cost is only 1/40 of the former at most. Sometimes the laundry factory will inevitably do some tricks.
And the effect of washing is visually judged, and the liquid alkali may be more "clean".
However, the linens washed with liquid alkali will cause skin itching and even induce skin diseases because of the strong alkalinity and excessive alkali and chlorine.
However, they also have ways to deal with it. In order to neutralize some of the strong alkaline substances remaining on the bedding, you can use bleaching water whose main ingredient is sodium hypochlorite. Sodium hypochlorite itself is a corrosive product, and it will have a strong irritating effect on the skin and mucous membranes after use.
In short, if you are not serious, there are pits everywhere.
If you want to do things well, sometimes it is not enough to just do your own part.
"Our branches mainly conduct sampling visual inspections, but the regional headquarters often go to the laundry factory for temporary inspections," said the store manager.
Feng Yiping nodded, this is a good idea.
"You can also pay attention to it at ordinary times, remember the license plate number of the dirty linens they pick up, and then remember the license plate number of the clean linens they send back. If you combine all the stores, you can see whether the laundry factory has really achieved the separation of clean and dirty according to the requirements."
The key to linens is hygiene. If you use the same car to pick up dirty and clean linens, the hygiene will definitely not be guaranteed.
"Okay," the store manager nodded.
"Where is the disinfection room?" Feng Yiping asked.
"Here,"
In the disinfection room, there are also two waiters waiting, handing back the cups collected from the room, replacing them with disinfected and clean cups with a label.
In this way, hotel guests at least don't have to worry about the cups in the room, which may have just been wiped with the towel used to wipe the toilet.
Not only are cups disinfected here, but the waiters' cleaning utensils are also disinfected here. The person in charge is a middle-aged man wearing a mask and gloves. However, the smell inside is not very pleasant. "Please wear this," the store manager gave Feng Yiping a mask.
Feng Yiping waved his hand to the others, "Be busy with your business,"
He went inside to take a closer look for a while, and it was not bad, everything was in good order. He looked through the mail and mail records, "Thank you for your hard work, you must keep it up,"
"How often is the corridor cleaned?" Feng Yiping asked as he walked towards the guest room.
The guest rooms are cleaned every day, but some public areas, except for particularly dirty places, really cannot be cleaned every day.
"Fixed every Friday," the store manager said, "Carpets, baseboards, stair floors, walls, fire extinguishers and other public facilities are cleaned on Fridays,"
Passing by a guest room with an open door, Feng Yiping walked in gently, and then immediately frowned.
There was a cleaning basket at the door, which contained brushes, hair balls, cleaning liquid, gloves, rags, etc. A girl wearing gloves, with her back to the door, was bending over to clean the toilet, very attentively.
What made Feng Yiping dissatisfied was that the rags that should have been separated and placed in different categories on the cleaning cart were now tangled together. The rags for cleaning the toilet might be mixed with those for cleaning the washbasin, or even with those for cleaning the remote control and the phone.
And those brushes, the floor brush with hair on it, were not separated from the other two. The other two were toilet brushes and washbasin brushes. I don’t know if the one leaning against the hair ball was a toilet brush, or a washbasin brush….
Tsk, just think about it!
The store manager understood what was going on at a glance, and immediately started to clean it up. “Is this useful?” Feng Yiping said unceremoniously.
The problem he was worried about turned out to be real.
The front desk is actually not a big problem, because it is easy to supervise, and there are many supervisors. It can be said that every guest will supervise.
Cleaning work is different. There are too few people to supervise and few opportunities, but this part is very important, so Feng Yiping is most worried about this part. Unexpectedly, there are still problems.
The store manager said embarrassedly, "We will change it immediately."
The bent female employee turned around and saw so many people behind her. She screamed in fear. Then she looked at Feng Yiping with a cold face and the store manager who was looking at her angrily. She immediately understood what was going on. Although she was wearing a mask, it can be seen that her face turned pale.
…………
When inspecting the second store, Xu Bin's deputy, Yang Huajie, the person in charge of the Shanghai hotel, ran over nervously, "Mr. Feng, I apologize to you, I ask for punishment, and we will arrange rectification immediately."
Feng Yiping didn't give him a good look, "I have said many times that the hotel has no other requirements, just to let your children and parents live in and use all the facilities with confidence, without bringing any toiletries. Have you met this requirement now? Can you let your family do this?"
"Just wash your face in the washbasin and eat biscuits with the hands that have taken the remote control and the telephone receiver? ”
Yang Huajie lowered his head, "We must strengthen professional ethics training and strengthen supervision and inspection..."
"I don't care what measures you take, I just want results, and as soon as possible, and it can't be a temporary measure that treats the symptoms, but a solution that can solve the problem from the source,"
Feng Yiping interrupted him, "In addition, I will add one more thing willfully. All staff of the hotel's regional headquarters will take the lead from tomorrow before lunch and go to each branch to clean up, just responsible for the bathroom,"
If you don't disgust these guys, they won't really take it seriously.
"Those who resist this will be severely punished according to the system,"
ps: I have set up a group, 454, 231, 228, welcome everyone to come, give more valuable suggestions, and look forward to the opportunity to communicate with you!