Strictly control the hygiene quality and ensure the sale of high-quality rooms. The equipment and sanitary quality of guest rooms are like a person's basic skeleton, while excellent service is like a person's soul and blood, which can inject aura into people. After staying in our hotel, guests directly feel the room facilities and hygiene, and the dissatisfied result is that they will not patronize again. Therefore, I have always warned employees that hygiene is our lifeline. Each of us finishes a room just like a painter finishes a painting. Be responsible for it and have a sense of accomplishment. So at the morning meeting every day, I will emphasize what aspects of health we need to improve, and the planned health must be completed step by step. At the same time, I increased the intensity of inspection and found that health was not in rounds.

All qualified aspects will be reworked by employees. Later, I distributed 60 rooms on the third floor to the employees. Let each employee regularly clean the room he keeps. Through repeated inspection and supervision, the sanitary quality from 8F to 10F has been obviously improved. After June, I changed the middle shift foreman. I continue to emphasize the sanitary quality of guest rooms. I asked the staff to clean the guest room, remove hair and garbage, and create a comfortable and clean rest environment for the guests when they turn over the bed at night. I think we do room management, hygiene is a permanent topic for us, and we must persist in it for a long time.

The service level has been significantly improved, but it still needs to be improved and improved to a great extent. Compared with the beginning of the business, the service level has been significantly improved this year. Under the leadership of Manager Jin, the service processes have been improved and developed in the work, and employees have also been trained in practice, which has increased a lot of customer service experience. There are many employees because their customer service is very good. Especially the successful reception of several big teams this year has proved this point. However, we must also clearly see that there are obvious deficiencies in our reception service, which leads to complaints from guests. To sum up, it is mainly

There are the following aspects: (1) receiving and washing guest clothes; Things happen again and again in this respect, mainly because the waiter made mistakes in filling in the clothes, failed to check the clothes, made mistakes in accounting, failed to deliver the clothes in time, sent the clothes to the wrong room number, failed to explain relevant matters to the guests, and washed the clothes badly. We must increase the training for all employees, teach them to be careful, and remind them of mistakes. (2) the timeliness of customer service; I used to be the morning shift foreman, and now I'm the middle shift foreman. I found that employees don't go immediately after receiving service instructions when they are busy, but after the work at hand. Another thing is that the things prepared on our floor are not complete, and we can borrow what a guest wants for half a day. Also, sometimes the telephone signal is not good, which affects the information transmission. (3) handover is easy to make mistakes; Often there is no handover when the shift is changed, or employees forget the handover when they are busy, or the team knows that the night shift is not marked on the handover, so it is unclear and the handover is not verified. (4) Employees' business knowledge and ability need to be improved; Employees should know relevant business knowledge, especially the contents of meetings. The poor service ability for foreign guests can be seen from the recent reception of foreign guests by M3 crew. Doing the above four points well is just a general service, but there is still a long way to go to truly personalized service and high-quality service, and we need all of us to work together to achieve it.

Standardize the workflow of middle shift and strengthen inspection. Hotel room supervisor summarizes year-end work.

I have formulated a health plan for middle-class public areas, so that employees can focus on one or two aspects of health maintenance after completing the basic hygiene of public areas every day, with a weekly cycle unit; The assessment standard table of night beds for middle classes is formulated, and the requirements and standards of night beds are defined.

At the same time, employees are required to make greater efforts to check floors, keep keys and strictly open doors to prevent safety accidents. All kinds of lights are turned on in strict accordance with regulations, and all kinds of consumables are recycled to prevent loss and waste.