Cleaning service etiquette

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)

smiling service

1, the service industry can't do without a smile. Smiling service can enhance your affinity and narrow the distance with the owners, so as to better meet the needs of the owners.

2. The meaning of a smile. A smile is a symbol of self-confidence. A person fully respects himself, attaches importance to himself, has ideals and ambitions, and fully sees the value of his existence. He must pay attention to strengthening his self-image, staying young and smiling.

3. Smile is a full display of etiquette. A knowledgeable, courteous person must have great respect for others. Even if he meets a stranger, he will not hesitate to give a smile as a gift to others generously.

4. Smile is the reflection of harmonious life. Real life is rich and colorful, that is, there are warm spring with sunny days and flowers in full bloom, as well as cold winter with snow-covered flowers withered. The journey of life is both frank and bumpy. But as long as our faces are full of smiles and we forget our troubles, people on this big stage of life will feel happy, peaceful, harmonious and peaceful.

5. Smile is a sign of mental health. A mentally healthy person will be able to combine a good mood, a happy mood, a warm enthusiasm, a kind heart and a smile.

6. Smile is a kind of capital. Can create economic value and social benefits.

7. Smiling is a respect for others, a tribute to love and sincerity, and a beautiful and silent language in social life.

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 the glass door: ① Soak the water stained with detergent with an applicator and scrub the glass door one by one; (2) After each scrubbing, scrape the residual cleaning agent on the glass from top to bottom with a glass scraper; ③ Wipe the film of the glass scraper with a semi-dry and semi-wet towel every time to remove the cleaning agent from the film of the scraper, 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.

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.