The problem of drinks: the cost of a single drink is higher than that of a hotel of the same grade in Shenzhen, and the customer's consumption psychology and hobbies are not fully grasped to purchase drinks and make them into rooms. In the third quarter of 2005, we investigated the drinks in individual hotel rooms in Shenzhen and made corresponding adjustments. We cancelled pistachios and replaced soda with Wang Laoji, which achieved a little success, and maintained a monthly miscellaneous income of about 30,000 rooms in the last two quarters.
Second, the quality of service and health:
In 2005, the service quality remained relatively stable, and July and August were the periods when the customer service complaint rate was high. The main reason is that the housing rate is the highest in this period, the employee turnover is serious, the new employees can not integrate with other employees as soon as possible after entering the department, and there is a lack of team consciousness and the correct guidance of grassroots managers. Based on these factors, the department has carried out a series of internal rectification. First of all, we should start with the mentality of the old employees, do more ideological education, make the old employees more deeply aware of their role in hotels and departments, and make the old employees realize that hotels and departments attach importance to themselves, so as to achieve the goal of bringing new things with the old. In addition, in the constant combing of complaints, we found another factor of the problem, which lies in the over-service of department employees and the lack of family services. Either make the guests bored, or make them unable to appreciate the hotel's attention to the guests. After going to two extremes, without making guests feel at home, the department launched a series of interesting departmental and team training, coupled with the personal experience of managers, to avoid the deterioration of this phenomenon in the later period and get better.
Chapter II: Year-end Summary of Housekeeping Department 20 1 1
20 1 1 has become history, and we will usher in a new year. In order to create a good situation in 20 12, compared with 20 1 1, we should plan ahead and summarize the work of 201.
20 1 1, my housekeeping department has done the following work:
1: 20 1 1 is a busy year for the housekeeping department as a whole.
Fourth, increase revenue and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of our hotel and the department with the highest hotel cost. Based on the idea that saving is to create profits, we should start from myself and start from scratch to put an end to all waste phenomena, mainly in: 1. The department has been asking employees to insist on recycling disposable low-value consumables for guests. 2. Ask the waiter to turn off all the power when tidying up the room, and unplug the electric card after checking out. Don't use running water for a long time when taking a bath in the bathroom. This way, day after day, it saves a lot of water and electricity for the hotel.
Five. Adhere to the departmental assessment and strive to create a good working atmosphere for employees.
Select an excellent employee every month, stimulate the enthusiasm of employees, fully mobilize the initiative, consciousness and enthusiasm of employees, thus forming a benign competition situation that encourages the advanced and spurs the backward, and avoiding doing well and doing poorly.
6: 20 12 will strengthen systematic training for employees.
/kloc-in October, the prices and contract versions of this year's individual, long private room, conference group room and travel agency group room were worked out.
Plan Valentine's Day activities and promotions in February, strengthen financial management, formulate warehouse management system, and implement separate management of switchboard and service center.
In March, according to the seasonal changes, adjust the preferential policies of Zone A and Zone B of Jinhaiyue Hall, reduce gifts, improve the service function of Zone C. Pay close attention to marketing, implement the hotel marketing plan, and do a good job in distribution or sales. Formulate the workflow and reward and punishment system of western restaurants. Formulate the articles of association of Shanda membership card.
In April, the responsibilities of the hotel department were revised, the workflow of the hotel department was drawn up, the preparations for the opening of the swimming pool were carried out, and the rooftop layout of the western restaurant was completed. Organize marketing staff to sell diamond cards and discount cards, and plan Mother's Day activities.
In May, a new menu was compiled, seasonal dishes were changed, the service function of Chinese food area C was changed, and the executive package was launched. We strengthened the sales of swimming pools, repaired the water leakage in guest rooms and bathrooms, repaired the ceiling and moldy wallpaper in western restaurants, repaired the floors of Chinese and western kitchens, and cleaned the dust-proof net of Chinese food air conditioners. Complete the production of outdoor inkjet advertisement on the east outer wall of Economic Building. Plan preferential activities for Children's Day on June 1st.
In June, we reorganized the staffing of Chinese food, continued to hire excellent marketing personnel, celebrated the Dragon Boat Festival and Children's Day, adjusted the summer products of western restaurants, and completed the ordering of cherry blossoms in hotel brochures.
In July, in order to save costs, the hotel purchased some materials by itself, promoted new Chinese dishes, and launched western-style selected afternoon tea and summer drinks. Sellable towels have been added to the guest room, and the disposable items in the guest room are all colored. Start leakage maintenance of guest rooms.
In August, the hotel elevator was painted and replaced, the central air conditioner and boiler were cleaned, and the disposable articles in the guest room were customized again.
In September, according to the operation of Chinese food, the Chinese food business was stopped in time, and the work of dismissing employees, returning suppliers' materials and counting assets was carried out around the suspension of Chinese food. At the same time, the western restaurant carried out Mid-Autumn Festival activities with the theme of climbing mountains and enjoying the moon, and achieved good results.
/kloc-The reception of the Golden Week in October was well done. At the same time, due to the holding of the high-tech fair, the house price was adjusted in time and the operating income was increased. In order to save energy and reduce consumption, the opening time of central air conditioning in autumn and winter is specially formulated.
1 1 month, some uniforms in the hotel were replaced and the fan coil units in the guest rooms were cleaned. At the same time, in order to improve the staff accommodation, the staff dormitory was moved from Li Antang to Shangbu, and the staff shuttle bus was cancelled.
/kloc-The office was relocated in October and February, and the hotel was comprehensively arranged and planned with the emphasis on Christmas, which basically achieved the expected results.
5. Be responsible for the training and use of middle-level and above managers, and supervise the training of hotels.
Middle-level managers are the backbone of the hotel. Cultivating one's own outstanding talents requires a harmonious working environment, affirmation of outstanding talents' ability and respect for their personality. At present, the hotel adopts the principle of selecting talents according to their abilities, so that sages are in front, capable people are in the middle and wise people are around, giving full play to the subjective initiative of talents, and strengthening supervision, restraint and management in a responsible attitude towards subordinates.
Training is of great significance for hotels to adapt to changes in the environment, meet the needs of market competition, meet the needs of employees' own development and improve the efficiency of hotels. Training can improve the skills and comprehensive quality of employees, thus improving the quality and efficiency of employees' work, reducing mistakes, reducing costs and improving customer satisfaction; Employees can understand and master their work at a higher level and enhance their work confidence. To this end, the club has carried out a lot of training this year, requiring all departments to make training plans every month. Taking the second quarter as an example, the cumulative training time was 242.5 hours, including April 10 1.5 hours, May 67.5 hours and June 73.5 hours. The average training course of the department is 6 sessions/month, and the average monthly training hours are about 8 hours, which is close to the upper-middle level of the training hours index of excellent enterprises.
The hotel has initially established a unified trainer system, and the human resources department has strengthened the ability guidance training for basic trainers, and organized a "training skills practice course" and some basic management and professional knowledge courses. Strengthen the training and examination, and organize the preparation of *** 12 test papers for various positions in western food, front office, housekeeper, financial cashier and other departments. It will lay a foundation for the assessment of post confirmation, transfer and promotion in the future.
6. Mobilize employees to make joint efforts to improve democratic management; Care about the lives of employees and constantly improve their working and living conditions.
1. Set up the email address of the general manager and establish communication channels between employees and the general manager. Since the establishment of the general manager's mailbox, the club has received the following complaints 12 times (see the figure below):
In view of the problem of work clothes mentioned by employees, the housekeeping department was immediately asked to order the summer uniforms of the engineering department.
In response to complaints from individual departments and employees and employee complaints, the hotel immediately launched an investigation to clean up unqualified personnel in time.
In view of the general complaints of employees about poor food and inconvenient commuting, the club has taken the following measures:
First of all, the staff dormitory was adjusted in time, and the staff dormitory was moved from Li Antang, which is half an hour's drive, to Shangbu Industrial Zone. At present, employees only need to walk for ten minutes to and from work, which is not limited by the shuttle bus time. The rest of employees has been fully guaranteed and fully affirmed by employees.
Secondly, staff dining is also a prominent problem. Originally contracted to Zhenghefeng Restaurant, in order to maximize profits, most of the food provided by the restaurant to employees is leftover food in the sales area, which is not only bad in taste, but even spoiled food. Employees generally report that they don't have enough to eat, and their work mood is affected, which is also one of the reasons for the high turnover rate of employees. In order to change this situation, after discussion, the club leaders decided to hold a staff meal in the office area on the 26th floor. Since the meal was started on February 6th, 65438, the food was clean and delicious, and was well received by the staff.
Thirdly, in view of the continuous strengthening of the enforcement of labor law in Shenzhen Special Economic Zone this year, the club has strengthened the management of employee employment procedures and labor contracts, and purchased social insurance for each employee in accordance with relevant laws and regulations. Although this will lead to a slight increase in wage costs, it will also play an inestimable role in improving employees' sense of belonging and avoiding potential legal risks.
Through the implementation of the above measures, we can see that the turnover rate of the club reached the lowest in June 5438+February, only 4%. And gradually established a fast and effective communication channel between employees and the general manager.
2. Carry out employee cultural activities as far as possible according to the existing conditions, organize employees to Dameisha and Wu Tongshan by department, and hold employee tea parties. , enhance corporate cohesion. Hold employee birthday parties every month, celebrate employees' birthdays in the form of big families, give sincere wishes and enhance employees' sense of belonging.
3. Regularly compile and publish the hotel's internal publication "Window of Civilization", update the staff's publicity window every month, and build a bridge between the hotel and the staff.
On July 14 this year, I was appointed by Chairman Wang Bin and the head of * * Headquarters to be responsible for the preparation of * * Hotel. Due to many problems left over from the previous period, all the work is at a standstill. In order to make the work smoothly enter the state, I mainly carry out the following work: First, solve the problems left over from the previous project, organize the blue prints.the design, redefine the thinking and speed up the main project construction. At present, all projects are in the final stage.
Due to personnel changes in the early stage, some partners did not communicate well, which led to paralysis of the main body, shutdown of the construction site and emotional turmoil of employees. In this case, I realized that only by immediately solving the problems left over from the previous period and speeding up the main body construction can we promote the progress of the preparatory work and stabilize the people's hearts. With the support of Chairman Wang Bin and the leaders of the head office, I organized personnel to conduct the blue prints.the design, redefine ideas, terminate the contracts of non-cooperative decoration companies, and attract competent, qualified and experienced contractors to cooperate. Now, the following major projects have been completed:
1, weak current project: laying telephone lines, video lines and network lines; Electrostatic floor engineering of control room and comprehensive machine room. Cable facilities are 90% completed. At present, only the satellite receiving system project is under negotiation.
2. Equipment engineering: complete the installation of air conditioning main engine, water pump, boiler and villa water heater. At present, the unfinished projects include power supply and gas equipment.
3. Decoration project: finish painting the exterior wall of the villa and 90% decoration of the villa; 90% of the main building decoration (including water, electricity, ground, wall and ceiling); Marble of hotel exterior wall is 80% completed.
4. Other projects: complete the outer fence, the art gallery in the middle of the villa and the shopping center of the hotel. Garden project, seaside leisure pavilion completed 90%; Hotel parking lot completed 90%; Hotel fountain completed 90%; Grassland lighting completed 90%;
Second, widely disseminate information, carry out various bidding activities, select samples of various equipment, materials, materials and machinery and equipment, and sign contracts.
While the above-mentioned main works are in full swing, the sample selection of all kinds of equipment, materials and materials and the selection of mechanical equipment are also in full swing. Under the communication with Chairman Wang Bin and the relevant leaders of the partners, supplemented by years of experience in the hotel industry, the sample selection and finalization were completed. When selecting suppliers, the bidding method is adopted. In the bidding process, we strictly follow the principles of fairness, legality, equal competition, honesty and credibility, and adhere to the working procedures of qualification examination, on-the-spot investigation, group deliberation and reporting for approval to sign contracts with suppliers. At present, a series of contracts have been signed for central air conditioning, kitchen equipment, greening engineering, gas engineering, room locks, cleaning machines, staff clothing, room supplies and so on. 50 contracts totaling 6,543,800+0,802,600 yuan. (List of signed contracts attached)
Three, establish the staffing, structure, step by step and orderly recruitment, ensure the personnel reserve, strengthen personnel training.
In August this year, the hotel established a staff establishment of 307 people. Combined with the characteristics of the hotel, the organizational structure is constructed and the personnel salary standard system is formulated. At present, Asia Bay Hotel has been established as an organic whole with division of labor and cooperation among various departments under the leadership of the general manager. In terms of personnel recruitment, in order to ensure efficient work, save and control labor costs, Bay Hotel adopts a step-by-step approach to recruit personnel. For departments with large job gaps, various recruitment methods have been adopted to make up for them as soon as possible. In addition to recruiting in the talent market and the labor market, we also publish recruitment information online, and ask the labor and employment agencies to help publish information and recommend people. Through the relationship between the Labor Bureau and colleagues, the hotel has 222 employees, including 7 administrative offices, 28 financial departments and 32 front office departments. There are 36 housekeepers, 36 catering departments, 9 marketing and promotion departments, 5 human resources departments, 3 kitchens1person, 3 purchasing departments, 25 engineering departments1person and 25 security departments. The above data does not include some employees who joined after New Year's Day in 2005 and 40 interns who have been implemented.
At present, there are three universities that have signed the "School-enterprise Cooperation Agreement" with the hotel: Tianjin Business School, Xiamen Nanyang College and Straits Industry and Trade School. The internship period is from June 3rd, 2005 to June 30th, 2005. These interns were selected by the human resources department and interviewed by relevant departments, which basically met the requirements of hotel training. After all interns enter the store for internship, the human resources department will not only make perfect accommodation, allowances and work arrangements, but also sign an "internship agreement" with each intern to ensure the stability of our hotel interns. Now students from Nanyang University and Straits Industry and Trade have come to my hotel to start their internships. The number of employees in the hotel has reached about 85% of the establishment (307), which has ensured the number of employees in the hotel's trial operation. Except for the housekeeping department, the catering department and the engineering department, which do not need to be fully staffed because of the gradual opening of the hotel, the employees of other departments have reached more than 96% of the total number of employees in the department. Next, the year is approaching, and the human resources department mainly informs peers to find out the whereabouts of people who want to quit in the future in some high-star hotels, so as to make a good backup for those who need it in our hotel.
In order to keep up with the training of new employees during the trial operation of the hotel, Bay Hotel has started to carry out two training courses to systematically train all employees who have entered the hotel. The training contents include: hotel software and hardware introduction, hotel gfd standard, the importance of manners and etiquette, hotel English, personal cultivation, professional ethics, fire safety knowledge, sales skills of all employees, etc., which not only strengthens employees' understanding of the hotel in an all-round way, broadens their understanding of the hotel, but also greatly enhances their knowledge.
Fourth, standardize management, complete the establishment of rules and regulations, and realize electronic office.
After nearly half a year's efforts, Asia Bay Hotel has established a relatively complete set of management system, post responsibility system and operation process. Complete the standard cost menu accounting of Chinese food, western food and lobby bar. Make a comprehensive inventory of hotel assets, establish a complete set of physical account and system of assets, and ensure the safety of hotel assets. Complete the initialization of financial background computer software to ensure the stability of computer account establishment.
5. Establish market positioning, strengthen marketing promotion, conduct market research, and improve hotel visibility.
With the recovery of tourism economy, the number of star-rated hotels in Xiamen has gradually improved and increased, and international brand hotels have been stationed one after another. Xiamen hotel industry is facing fierce market competition. According to the hotel's situation, it is determined that the hotel's market position is business tourism and holiday hotel, and the tourist source position is multinational enterprises, foreign-funded enterprises, large enterprises, dignitaries, local companies and overseas companies with high consumption capacity. In order to achieve the goal of "know yourself and know yourself, and win every battle", the hotel organizes marketing personnel to conduct market research, field visits and exchanges in the surrounding areas, and negotiate cooperation with senior office buildings around the island, international travel agencies and online reservation centers. At present, 4 19 companies and 56 travel agencies have signed agreements.
Through the key sales return visits to large enterprises, multinational groups, foreign-funded enterprises and listed companies, the feedback information is as follows: Asia Bay Hotel is a five-star hotel with reasonable price, reasonable room price and unique geographical environment, which is suitable for receiving senior guests. Villa hotels are rare and attractive in Xiamen. Travel agencies and online reservations are also interested in the Asia Bay Hotel. Many travel agencies have visited the hotel and expressed their satisfaction. In the future, Asian Gulf Hotel will arrange teams from Japan, South Korea, Europe and the United States. This shows that enterprises and travel agencies have high expectations for hotels, and the idea of positioning hotels as high-end, business-integrated business travel and holiday hotels is correct.
The above is the work I was responsible for during my tenure as the general manager of the club and Bay Hotel this year. Due to the heavy task of giving consideration to both sides, there are inevitably omissions and deficiencies in the work. Please criticize and correct the company leaders.
Chapter 4: Report on the work of the manager of the hotel housekeeping department.
Dear leaders and colleagues,
Hello everyone!
A new year has begun. Looking back on the work of 20 10, with the correct guidance and help of the hotel leaders, we can lead the housekeeping staff to successfully complete all the work of the hotel. There are still some shortcomings in the service details, so we need to constantly improve and improve, continue to carry forward the team spirit, and strive for 20 1 1 to achieve new success. The following is a summary of my work in the past year:
(a) the implementation of job responsibilities:
Personnel management: Hotel is a service-oriented industry, and the quality of employees directly affects the rise and fall of the hotel. Therefore, the improvement of staff quality and service quality is the most critical link in hotel management. There are many people in the guest room and the work is trivial. The completion of each job requires the joint efforts of employees, so personnel management is very important. In addition to studying some rules and regulations of the hotel regularly, the quality supervision department will train the guest room on etiquette operation knowledge, and I will also analyze and correct the problems encountered in the health service and the staff's ideological dynamics the day before the morning meeting every day, and guide them in a good way to improve the service quality and personnel quality. We also hold a staff meeting in the guest room from time to time to summarize the good aspects of the work and the aspects that need improvement. Praise the good and warn of the existing problems. Let employees know what they should do and how to do it. So as to further improve personnel quality and service quality.
Room sanitary service: The sanitary quality of 20 10 housekeeping department remains relatively stable, and the sanitary quality is the lifeline of the room. No part of the department can be sloppy. As always, the office adheres to the purpose of "employee self-inspection, monitor inspection and manager spot check". When the room was short of staff for a period of time, we made corresponding adjustments in time and arranged the shifts flexibly. In this case, we have made efforts in service, urging employees to abide by the rules and regulations of the store and provide services in strict accordance with service specifications, standards and procedures.
Management of controlling losses, increasing income and reducing expenditure: In line with the idea that saving is to create profits, put an end to waste, and implement the regional responsibility system for small items. The monitor of each district is responsible for the morning, and takes back the remaining items at night and makes records, so as to make the receipt and delivery clear and the accounts clear. 20 10, and the average deposit rate of small items is 30%. . (Small items cost an average of RMB per month. ) Since May 20th, the original film washing company has moved to another place for some reason, and several companies have been re-inspected. Considering the company's location, washing quality, washing price, and whether the service is in place, we chose a more suitable one in Dagang, and the film washing fee in each room was less than that in 2.8 yuan. In order to save electricity, the remote control of the room air conditioner is adjusted to the appropriate temperature in summer and winter, and people stop when they leave the air conditioner, TV and other electrical appliances. The batteries of the air conditioner remote controller and the TV remote controller will continue to be used with the old batteries replaced by the door locks, and the corridor lights will be switched on and off by special personnel sooner or later. After the guest checked out, the drinking fountain was turned off by the ward round staff, which improved the staff's awareness of energy saving.
Management of conference reception and use of OK hall: There are many conferences at the end of this year, and my department staff and I have made great efforts in conference reception. Because the hotel has only four meeting rooms, the number of people, the layout of tables and the time requirements for each meeting are different. After the marketing list was issued, I carefully analyzed the people who followed the meeting, the layout of the table (including how many tables and chairs were used, and sometimes I had to move the tables and chairs back and forth downstairs), reminding me of the checkout and the meeting time. When the meeting comes, we can reach the satisfaction of the participants after consulting with the attending supervisor. Sometimes, there will be a big meeting on the third floor at noon and in the evening. Because of the shortage of manpower, our managers basically leave the market and set up a stage with the employees to direct. The use time of the OK hall is flexible, and it is often used suddenly, so it is not necessary to make an appointment in advance. In this case, we can be on call, and I came immediately after hearing the call to use the OK hall many times. Never delayed the use of the OK hall in time.
Management of long private rooms: Long private rooms are an important source of hotel economy. In order to achieve the satisfaction of the guests in the long compartment, it is necessary to know the schedule and life requirements of the customers in time and provide personalized service to the existing long compartment. Consult customers regularly, do regular cleaning, mail sending and receiving, entertainment and laundry for customers.
Regular inspection, maintenance and safety management of facilities and equipment: Housekeeping occupies a large area in the business area of the hotel, and the investment also accounts for a large proportion of the overall investment of the hotel. Whether the guest room facilities can reach the specified service life is the key to directly affect the hotel's efficiency and long-term development. Therefore, in the maintenance of facilities and equipment, the housekeeping department strictly implements the maintenance regulations of facilities and equipment, such as disinfection and cleaning of drinking fountains in rooms every three months and scrubbing of air-conditioning networks every three months. Bath curtains, screen windows and gauze curtains are cleaned three times a year, and mattresses are turned once a quarter. Strictly operate and correctly use cotton fabrics, room utensils and facilities to prolong their service life. Especially for carpet maintenance, we attach great importance to it, requiring employees to do some cleaning in time as long as they find some stains on the carpet in their daily work, which can not only reduce the washing times of the carpet, but also maintain the overall hygiene of the carpet. ..... and make records, avoid negligence loopholes, better serve customers from nuances, make guests feel at home, and welcome more repeat customers. In terms of safety, electrical switches, water switches, door locks, door chains, heating, air conditioning, etc. Should be checked regularly, so as to prevent leakage and theft before it happens. Rodents and cockroaches should be put in regularly to prevent pests from harming guest rooms, observe disinfection in time to prevent the spread of infectious diseases, and remind the elderly, the sick and the disabled guests in time to avoid falling and scratching.
(2) Problems in the work
1. The quality of service needs to be learned from senior management, and the quality of personnel needs to be further improved. In particular, the operating procedures of conference receptionists need to be standardized and further training is needed.
2. It is necessary to further strengthen the system of room inspection and regular inspection in order to nip in the bud.
3. The storage and collection of small items and films need to be strictly controlled in standardization and institutionalization.
(III) Next Work Objectives
1. Cooperate with quality supervision departments to strengthen personnel quality and service quality training, improve service quality and standardize service quality. 20 1 1 prepare to cooperate with the quality supervision department as soon as you start work in February. First of all, professional training should be given to the conference staff, from politeness and practical operation. It is expected to reach the standardization level.
2. Continue to strengthen the sanitary management of guest rooms, and achieve "employee self-inspection, monitor inspection and manager spot check", which can't be sloppy at all. Employee self-inspection includes the maintenance of hygiene and facilities and equipment. The monitor of each district must check the rooms, rooms and vacant rooms every day, and have inspection records. The manager checks at least 20 rooms every day and makes inspection records. The monitor and manager of the long private room go in for inspection every day. Strive for 20 1 1 year without guest complaints. (Refer to Article 3 for the inspection of hardware facilities).
3. Establish a regular inspection and maintenance system for hardware (faucet switch, valve under washbasin and toilet, snake hose, air conditioner, TV, electric light and electrical switch) to avoid accidents. Next year, two managers and three monitor of each guest room management area will jointly check the guest room facilities, equipment and hygiene every Wednesday afternoon. In the first week of every month, they will check the second and third floors of the A B area of the North Building and the first floor of the Middle Building. In the second week, they will inspect the fourth and fifth floors in the A B area of the North Building and the second floor of the Middle Building. In the third week, they will check the facilities, equipment and hygiene of the environmental area and the service desk. The inspector will sign every time. Hold a meeting of all staff in the guest room once a month, announce the results, record the departments with many problems and good departments respectively, and give appropriate rewards and punishments at the end of the year.
4. Make sure that the OK room in the meeting room is used to satisfy the hotel guests every time.
5. Strengthen storage management in warehouses and disinfection rooms, strictly control scrapping standards and save costs.
6. Pay attention to the work style of this department, strengthen humanized management, unite as one, and form a good working atmosphere.
The above is my report on the work in 20 10 and my outlook on the work in 20 1 1 year. Finally, I would like to thank the hotel leaders for their support to the guest room work, all departments for their good cooperation in the guest room work, and all the staff in the housekeeping department for their support and understanding of my work. I sincerely hope that everyone will continue to unite and cooperate in the future and contribute to a better tomorrow for the hotel.
Chapter 5: Summary of the report of the assistant manager in the lobby;
1. Improve employees' service quality, strengthen employees' service awareness, do a good job in counseling new employees and backward employees, work out training plans with team supervisors, do regular training for employees, and supervise their implementation. Ensure that every employee can master the skills needed for the job, and at the same time be enthusiastic, proactive, polite, patient and thoughtful in customer service. Cross policy of It hotel service industry. Set up inspection-free floors or senior waiters for outstanding employees, and report to the housekeeping manager for consideration of their work treatment or as an important reference for future promotion.
2. Improve the sanitary quality of guest rooms: strengthen the supervision of the sanitary quality of guest rooms, ensure that each rented room is in the best condition, and implement the responsibility system step by step: employees are responsible for the rooms they clean; The floor supervisor and foreman must strictly check the sanitary quality and equipment of the floors under their jurisdiction one by one; The housekeeping manager or assistant manager in the lobby shall comprehensively supervise and inspect the rooms cleaned by each employee on duty; Strictly check the rooms cleaned by the piece-counter one by one, step by step, resolutely put an end to complaints caused by sanitary quality problems and affect the reputation of the hotel, and emphasize that the rooms returned on the same day must be cleaned on the same day. And make a "planned sanitary table" to clean and maintain the guest room in a targeted manner, so as to improve the sanitary quality of the guest room and the service life of the guest room equipment and facilities. Because of the oxidation problem of some stainless steel equipment in our guest room and the stubborn stains on the surface of some facilities. It has been reported to the housekeeping manager to coordinate the purchasing department to purchase the materials needed for cleaning and maintenance, such as saving stainless steel water, metal polishing, jieerliang, universal cleaning, glass cleaning, fresh air and other related maintenance cleaning products.