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★ Summary of the work of the hotel housekeeping department ★
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★ Letter of commendation to hotel room staff ★
★★★★★ Resignation Report of Hotel Room Manager ★★★
Summary of housekeeping supervisor's work 1:
Dear President Liu, President Hu and colleagues, hello everyone!
First of all, in the past year, with the efforts of all the cadres and employees in the housekeeping department, the daily work of the housekeeping department has been carried out in an orderly way, and everyone has improved on the original basis in terms of hospitality and language norms. This is inseparable from the dribs and drabs of our daily work. Someone once said that "seriousness is ability, and execution is level" has some truth. Because the trivial work of our housekeeping department requires everyone's hard work spirit. The implementation of every job in the housekeeping department depends on everyone's consistent serious, patient, careful and thoughtful service. Thank you here! thank you
In the year of 20__, with the careful guidance of hotel leaders and the concerted efforts of Qi Xin, the total business volume of rooms was 1, 832,730,000 yuan, and rooms were rented 1, 4675 rooms, with an average occupancy rate of 43% and 6 1%.
According to the above data, combined with the annual analysis, the total room income has decreased compared with 20__ _, and there are many reasons for the decline: 1. Since the "eight regulations" of the central government, large-scale conference activities in the county have basically not been held, the consumption of all units directly under the county has been simplified, and the number of tourists has also decreased significantly. 2. Some of the hotel's own hardware facilities and equipment are too old, especially the carpet stains are too heavy and the wallpaper falls off, which also has a certain impact on us.
Secondly, in the new year, our housekeeping department should achieve new development and higher level. We should develop our advantages, find out problems, analyze problems and explore practical solutions. Combined with the actual work at ordinary times, the existing problems are described as follows:
1. As the head of housekeeping department, I must strengthen the study of innovative theory, keep pace with the times, improve my own management and service quality, be familiar with the various systems of this department, standardize my reception language and service etiquette, and live in harmony with employees.
2. In the daily reception service process, the service skills of employees are not in place.
Then, in order to be in place, it is necessary to improve the service quality of employees, strengthen their service awareness, do a good job in assisting new employees, formulate training plans, do a good job in skills training for employees, and supervise their implementation. Ensure that every employee can master the skills needed for the job, and the hospitality service should be warm, active, polite, patient and thoughtful.
3. In terms of energy saving, employees lack energy-saving awareness.
To fill these gaps, we must: control materials, increase revenue and reduce expenditure, strengthen employees' awareness of saving, advocate controlling energy waste such as water and electricity, and control costs. Some hotel facilities and equipment are obviously aging, so it is necessary to carry out targeted maintenance and maintenance of guest rooms, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove carpet stains and arrange carpet washing reasonably.
4. The guest room hygiene inspection system is not implemented enough.
In order to further implement this system and improve the sanitary quality of guest rooms, we should strengthen the supervision of the sanitary quality of guest rooms, ensure that each guest room is in the best state, and implement the responsibility system step by step: employees are responsible for the rooms they clean; The foreman in charge should strictly check the sanitary quality and articles of the rooms on the floors under his jurisdiction one by one; Comprehensively supervise and inspect the rooms cleaned by each employee on duty; Resolutely put an end to guest complaints caused by sanitary quality problems, which will affect the reputation of the hotel.
In a word, in the new year, under the direct leadership of General Manager Liu and General Manager Hu, I will, as always, cooperate with the foreman, live in harmony with the staff, help the staff improve their work quality and service quality, establish a sense of teamwork, increase cohesion, do my best to do a better job, and strive to create better social and economic benefits for the hotel in the new year.
Finally, I wish leye county Hotel a prosperous business and rolling financial resources in the new year! I wish you all a happy new year, a happy family and all the best!
Summary of housekeeping supervisor's work II:
The busy period of land reclamation has passed, and the hotel is gradually on the right track from trial operation to formal operation. Looking back on these two months' work, I have gained a lot. As an important department of the hotel, the housekeeping department will directly affect the external image and economic benefits of the hotel. Thanks to the trust of the leaders, I have the honor to be the head of housekeeping department, and I also feel full of pressure and motivation. In the past two months, with the careful guidance of the hotel leaders and the concerted efforts of all the staff in the room, Qi Xin, through her own unremitting efforts, the housekeeping department has overcome the factors such as the rectification of the closet in the room, water accumulation in the bathroom, room noise and many engineering maintenance projects. In this way, all the work can be carried out smoothly in a planned way, ensuring the steady progress of the housekeeping department. Some achievements have been made, but there are still many shortcomings. Looking back on the work in the past two months, the summary is as follows:
First of all:
Guest room section
1. Item management and cost control: recycle items, strengthen employees' awareness of saving, and reuse consumables. Such as shower gel, shampoo and room tapes.
2. Hygiene: Strictly implement the rounds system to ensure that all rooms have been cleaned and the environment meets hotel standards. Standardize the standard and quantity of items placed in various parts, and cooperate with ward rounds to check the location of items. Secondly, check the walkways, stairs, elevators and service places according to hotel standards to keep the environment in line with hotel standards.
3. Service quality: At the initial stage of trial operation, the customer service complaint rate was high. The main reason is that the housing rate in this period is the highest. During the trial operation, many new employees have never been engaged in the service industry before, which leads to the inability to integrate with other experienced employees as soon as possible and the lack of group awareness. In this regard, a series of internal rectification have been carried out. First of all, we should start with the mentality of the old employees and do more ideological education, so that the old employees can more deeply understand their roles and responsibilities in the hotel and its parts, and let the old employees realize their importance to the hotel and its parts, so as to achieve the purpose of bringing the old with the new, avoid the recent deterioration of this phenomenon and win the unanimous praise of the guests. This is all the staff in our guest room.
4. Personnel management: handle affairs impartially and adhere to principles; Care for employees, close the distance between departments and employees, and play a connecting role; Set an example, be strict with yourself, make a clear position and play an exemplary role.
5. Engineering: Engineering maintenance project is one of the key points of the guest room. The high occupancy rate of guest rooms makes the progress of engineering maintenance slow, and old engineering projects are often not handled in time. In the middle period, there were some problems, such as stagnant water in the bathroom, broken glass of TV cabinets, replacement of door closers, indoor mural decoration and so on. In this regard, the guest room and the project have been coordinated many times to ensure the planning and timeliness of the engineering maintenance project, and the problem has been solved in time.
Secondly:
Foreground part
The lobby is the lobby of the hotel, where guests ask questions, make suggestions and complain about their dissatisfaction. Every employee should face the guests directly, and their work attitude and service quality can directly reflect the service level and management level of a hotel.
1, handling guest complaints
As a supervisor, I properly handle complaints, large and small, and solve all kinds of difficult problems of guests in time. After the treatment, I found the shortcomings and corrected them under the leadership of the department manager, and gradually matured after repeated summary and improvement.
2, do a good job of coordination between departments.
Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, entertainment and other departments. When there is a problem, I can coordinate with the head of the department in time to avoid things getting worse and solve the problem at the same time. For example:
Coordinate the use of breakfast rolls with the catering department, coordinate the delivery of fruit bowls with the entertainment department, as well as the collection of invoices and the use of POS machines. Keep the daily turnover of the entertainment and catering department. Here, I would like to thank the heads of various departments for their support to my work, so that my work can be carried out smoothly.
3. Do a good job in cashier management
Every cashier is required to master his own work content and process skillfully and apply it to his work, so as to really play the role of supervision and inspection and lay a good foundation for financial accounting. Standardize pre-shift preparation, normal operation flow, checkout workflow, POS machine use, invoice management, general ledger on the day of night shift settlement, cash and bill handover procedures after work, etc.
Next year's work plan is divided into the following points:
First, cooperate with the department manager to complete various business indicators of the department and do a good job in management.
Second, strengthen the internal quality inspection of the department to ensure that there is no problem in health and service work.
Three, through training to improve job skills, operating procedures, speed up the operation, improve work efficiency.
The above is my summary and plan for the work of the department. I firmly believe that under the leadership of the hotel leaders, all employees in our department will work together with Qi Xin to do their best for Haiyun Hotel. As the head of housekeeping department, I will try my best to cooperate with the department manager to do all the work of this department, improve the basic quality of employees and contribute my strength!
20__ is a brand-new year and a year of self-challenge. I will try my best to correct the shortcomings in my work in the past year, do a good job in the new year and do my part for the development of the company.
Summary of Housekeeping Supervisor's Work III:
20__ will soon become history, and we will usher in a brand-new year. Although it has passed, we can't forget what concrete and beneficial work we have done in the past year. Is our work not perfect? Did we get inspiration from it? In order to create a good situation in 20__ and make progress compared with 20__, we should sum up our work experience in 20__ and draw lessons to promote our work next year. The following work was completed within 20__ years:
First of all, 20__ is a busy year for the whole housekeeping department.
The first is to do a good job in daily service management, often go to the scene, point out problems in time and conduct training to ensure the quality of customer service. Check the cleanliness of guest rooms at any time, check the cleanliness of public areas in time, arrange the planned sanitation reasonably, and maintain the facilities and equipment well.
Second, in 20__ years, comprehensively count the engineering maintenance of housekeeping department, record the engineering maintenance of each room and public * * * area in detail, make the engineering maintenance list and pass it on to the engineering department. Because a large part of engineering maintenance is a problem left over from the overall renovation of the hotel, the progress of engineering maintenance is relatively slow, so in 20__ years, the engineering maintenance of each area is recorded in detail in the engineering maintenance list, and the maintenance status is followed up in time.
Standardize the terms of service of each post and improve the quality of customer service. In order to reflect the professional quality of hotel service personnel, in the first half of the year, we made corresponding requirements for our employees, such as Mandarin, polite expressions, gfd and so on. After a period of time, due to various reasons, many employees were lax about it, didn't ask much of themselves and didn't stick to it. This is also a pity, but good things depend on persistence, and we will increase training and supervision.
3. In order to ensure the quality of room products, the practical skills were tested. The overall effect is not good, which has been obviously improved after on-site guidance, and the practical skills training for 20 years needs to be strengthened.
4. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the hotel and the department with the highest cost of the hotel. Based on the idea that saving is to create profits, we should start from me and stop all waste phenomena, mainly in the following aspects: ① The department has been asking employees to insist on recycling disposable low-value consumables for customers; (2) ask the waiter to turn off the light in the bathroom when doing the room, unplug the electric card after checking out, and do not use tap water when doing the bathroom. This daily implementation will save a lot of water and electricity for the hotel.
5. Adhere to the departmental assessment and strive to create a good working atmosphere for employees. Select 1 2 outstanding employees every month to stimulate the enthusiasm of employees, fully mobilize the initiative, consciousness and enthusiasm of employees, form a healthy competition situation to encourage the advanced and spur the backward, and avoid doing badly.
Six, 20__ years will strengthen the systematic training of employees.
The brain drain of the department leads to the increase of new employees in our department. To improve the quality of service, we must first start with new employees. To make new employees have high service awareness and skills, it is necessary to train new employees systematically, which requires our managers at all levels to make a lot of efforts. This work will be a focus of our department's work next year.
Constantly improve their own and comprehensive ability, increase the training of department employees, ensure the quality and hygiene of room service, raise the overall level of rooms to a higher level, strengthen rotation training, cultivate department generalists, and avoid the loss of employees affecting the normal operation of the department.
Seven, their own problems
1. Insufficient communication between colleagues and departments,
We haven't grasped all kinds of transactions carefully enough.
3. Insufficient inspection of training, arrangement and layout,
We firmly believe that under the wise decision of hotel leaders, the spirit of sincere unity of hotel managers and the joint efforts of Qi Xin and * * *, we believe we can do better next year. Let's unite, forge ahead and innovate, and strive for the future of Huimin International Hot Spring Hotel!
Summary of Housekeeping Supervisor's Work IV:
The hectic 20 years are coming to an end. Looking back on this year's work, there are many gains and experiences. As an important department of the hotel, the housekeeping department will directly affect the external image and economic benefits of the hotel. Thanks to the trust of the leaders, I have the honor to be the head of housekeeping department, and I also feel full of pressure and motivation. In order to better carry out the relevant work of the department next year, it is necessary to summarize this year's work and plan next year's work. First of all, make a summary of this year's work:
In this year's work, I worked in strict accordance with the instructions issued by the department manager. In practical work, I formulated strict assessment systems and inspection standards for different jobs. First of all:
1, in terms of health: strictly implement the system of ward rounds, record the inspection results in detail, and do a good job in health sleep. Standardize the standard and quantity of items placed in various parts, and cooperate with ward rounds to check the location of items. Implement the guest room cleaning responsibility system to improve the enthusiasm and effectiveness of employees.
Standardize various operation procedures and steadily improve work efficiency.
2. Goods management and cost control: control goods, increase revenue and reduce expenditure, do a good job in recycling goods, strengthen employees' awareness of saving, advocate the control of energy waste such as water and electricity, and at the same time implement the responsibility system for goods management, set up consumable accounts, and control costs.
3. Equipment and facilities: As the facilities and equipment have been used for a long time and are obviously aging, all posts are required to carry out targeted maintenance, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove carpet stains and arrange carpet washing reasonably.
4. Training: Make a monthly training plan and implement it to individuals. Conduct targeted training for different personnel. Various standards are also clearly defined, such as the time of rounds, workload, hygiene standards, cleaning time, cleaning standards, etc. Let employees feel the importance and practicability of training in their daily work.
5. Personnel management: handle affairs impartially, adhere to principles, firmly believe that "service is no small matter", and report to the department manager in time if it damages the name and interests of the hotel, and deal with it according to the department system without mercy; Caring for employees, treating employees as their relatives, narrowing the distance between departments and employees, and playing a connecting role; Set an example, be strict with yourself, make a clear position and play an exemplary role.
Next year's work plan is divided into the following points:
First, cooperate with the department manager to complete various business indicators of the department and do a good job in management.
Second, vigorously improve the quality of personnel. From service skills to the basic process of each position to simple English conversation, employees are trained and assessed in combination with actual work.
Three, through training to improve job skills, operating procedures, speed up the operation, improve work efficiency.
Fourth, strengthen the quality inspection within the department to ensure that there are no problems in health and service work.
Five, use the rest time to learn relevant business knowledge, put good and feasible things in their posts as soon as possible.
Through daily work, I found some shortcomings of the department:
1, room hygiene needs to be further improved.
2. The service language of this position needs to be further strengthened.
3. The comprehensive quality, service skills and professional level of service personnel and management personnel are uneven and need to be further strengthened.
4. The management of floor linen is chaotic.
5. Local carpets on the floor are often dirty and unattended.
In view of the above shortcomings, my rectification plan is:
1. Continue to strengthen the training of each post and strengthen the service skills and service awareness of employees.
2. Strengthen the construction of management personnel, and implement quarterly assessment, mid-year assessment and year-end assessment system for management personnel to survive the fittest.
3. Strengthen linen supervision, implement the real-name custody system, conduct monthly inventory, and investigate the relevant responsible persons for the problems that arise.
5. Strengthen communication and coordination with PA, and increase the maintenance of guest room carpets and floors. In addition, because the PA machine is too large, it will waste resources when dealing with local dirty carpets, so the personnel in each position will be trained in local decontamination and stain removal.
The above is my summary and plan of the department's work, the department's shortcomings and improvements. To sum up, I firmly believe that under the leadership of Jin, the hotel leader and department manager, all the staff in our department will work together with Qi Xin to create new products, and * * * will do its best for the hotel's business principles and policies for 20 years. In short, as the head of the housekeeping department, I will try my best to cooperate with the department manager to do all the work of the department in the future, and contribute to improving the service level, management level, training level, quality inspection, enhancing the cohesion of employees, improving the basic quality of employees and cooperating with the hotel to implement brand building!
Summary of Housekeeping Supervisor's Work V:
In the face of fierce market competition, as a hotel room supervisor, we must first do our own work and strive for it by going to the next level. Let's sum up and plan our work for the whole year.
First, strengthen communication and coordination with the front office, public relations marketing and engineering, do a good job in maintaining and cleaning the planned control room, ensure the timeliness of room rental, go to hotels of the same grade in Shenzhen more often, constantly learn from the experience of peers, effectively rectify the department, keep the room rental rate at around 90%, increase the monthly income to more than 6,543,800+0.2 million, and complete the business indicators issued by the hotel.
Second, in view of the phenomenon of many permanent guests in the hotel, it is suggested that all departments collect the opinions of the guests, formulate a series of "permanent guest cards" in the front office, register the relevant information of the guests, improve the personalized and characteristic service, leave a deep and beautiful impression on the guests, and use the publicity and word-of-mouth effect of the guests to increase the reputation of the hotel.
Third, increase the face-to-face communication and coordination between employees in this department and employees in other departments, and hold more coordination meetings, presided over by department heads and attended by all employees in the department, so that employees can communicate more and think from other's perspective to ensure the normal operation of related work in the department.
Four, according to the department's work policy, constantly improve and update the department's management system, can achieve clear responsibility to people, rewards and punishments in place, be clear, clear, reasonable, rigorous and operable, so that all employees can actively and consciously abide by it.
5. Strengthen regular coordination with the engineering department, and deal with the engineering problems existing in the guest rooms one by one, such as painting project, maintenance project of Zhao Kai Company, deformation project of moldy and decayed wooden boards, water seepage project, broken mirror glass project, overall decoration project, blackening and yellowing project of glass glue, cracking of door frames, slow supply of hot water, etc.
6. The reject rate of linen is increasing gradually. Coordinate with the washing company to formulate relevant measures to improve the washing quality, strengthen the ideological and moral education and operational skills training of employees, reduce the scrap rate, and contact the washing company or relevant units in time to modify and use. A detailed list of compensation for scrapped linen in guest rooms in 2005 is attached. It is suggested that the spare linen needed by the hotel should be purchased in March to avoid the shortage of linen and the inability to rent a room in time.
Seven, strengthen the investigation of peer room wine equipment, timely corresponding rectification, take the initiative to solicit the opinions of the guests, ask the guests what kind of hotel they like to stay in, seek sales business, and strive to increase the miscellaneous income of rooms to about 40 thousand per month.
Eight, continue to solicit the opinions of guests, employees and peers, put forward a reasonable plan, and report it to the hotel leaders for approval to improve the room products. Such as: anti-theft buckle, shower goods rack, service guide, guest compensation price list and so on.
Nine, change the business guide and Chinese and English yellow pages in the guest room to ensure that guests can browse and find accurate information in the room.
Ten, for the management of employees, take hands-on teaching method, both rigid and flexible, improve their affinity, close the distance with employees, organize more departmental activities and corresponding skill competitions, cultivate departmental backbones, and improve employees' loyalty to the hotel.
Eleven, in view of the aging of some tools and guest service facilities in guest rooms, communicate with suppliers, strengthen maintenance, and arrange special maintenance work regularly and systematically.
Twelve, pay attention to the training of grass-roots management personnel in the department, teach more work experience, ensure the unity of thinking in the department, and strive to achieve one move in place.
Thirteen, formulate a regular and planned procurement system, put an end to waste and backlog in material management, and ensure the quality of purchased materials. Implement the team management system, follow the working principles of "who is on duty, who is responsible" and "who manages, who is responsible", standardize and refine the room rate, prevent waste in various ways, cooperate with the hotel to truly realize "paperless" office, and train departmental employees to use departmental computers reasonably for various operations.
Fourteen, constantly enrich themselves, improve the comprehensive ability, increase the training of department employees, ensure the quality and hygiene of room service, make the overall level of rooms go up a step, strengthen rotation training, cultivate the generalist of the department, and avoid the loss of employees affecting the normal operation of the department.
15. Indoor plants should be inspected once a week and replaced once every half month to ensure the freshness, brightness and integrity of indoor plants and improve the indoor aesthetics.
Sixteen, strengthen communication and coordination with pa, and increase the maintenance of guest room carpets and floors. Because the pa machine is too big, many dead corners of the floor can't be handled, and the manual treatment effect of the guest room is not good. It is recommended that the hotel buy a small hand-held grinder to facilitate the maintenance of the guest room floor.
Seventeen, based on the hotel power outages, typhoons, rainstorms and other phenomena in 2005, strengthen the theoretical and practical training of relevant emergency plans to avoid accidents in emergencies.
The year of 20__ has a long way to go, opportunities and difficulties coexist, and the gap between goals and reality requires us to face and meet challenges. Here, I will seriously follow the instructions of the hotel leaders and call on all the staff of the department to unite and work hard to make the guest room work by taking it to the next level.
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