Introduction: Many people must have written the work summary, especially at the end of the year, so how to write the work summary of the housing department? Where is the summary of the work of the housing department? Next, I'll bring you the collected model essay on the work summary of the Housing Department. Welcome to read it! A summary of the work of the housekeeping department

"Time flies and a new year begins. Under the guidance of hotel leaders. We have accumulated experience in hotel management and study, made progress in exploration and made progress in development. Some achievements have been made, but it is far from the requirements of leaders. The work in 1* year and the work plan in 2112 are summarized and reported as follows:

(divided into two parts: guest room and front office)

1. Strict management system and perfect management procedures:

The rules and regulations of the hotel need to be adjusted and revised constantly in combination with the actual situation of the hotel, which is consistent with the actual operation and management of the hotel, and effectively plays a role in standardizing the operation of the hotel. This is the basic work of hotel regularization construction. It is the guarantee of the hotel's benign operation, standardizing the behavior of personnel, coordinating the relationship between all parties, ensuring the quality of service, avoiding arbitrary, and safeguarding the interests of the hotel. Now the hotel management system has been basically improved, which has laid a solid foundation for the development and promotion of the first hotel in Jiangnan. Avoid the wrong practice that power is greater than system. Use the system to manage people and things; Instead of employing people to manage people and things.

second, the analysis of the hotel's current situation and objectives:

at present, the hotel has been rebuilt and renovated to form a comprehensive new No.1 hotel in the south of the Yangtze River, which integrates high-grade dining clubs, guest rooms, business meetings and luxury KTV clubs, and is in a leading position in the local hotel and hotel industry. Hotels have many advantages, but under the premise of such fierce market competition, the situation requires us to further strengthen management and improve efficiency, and profit is the lifeblood of hotels.

At present, hotel management is rather chaotic. The "management mode" is mainly manifested in the management of "rule by man". Casual management and other phenomena often occur in managers, and hotel rules and regulations exist in name only, which is not conducive to the construction and development of hotels. The service quality of the guest department needs to be optimized. From the complaints and feedback of the guests, it is found that the hardware and software of the hotel do not match; The service quality of employees needs to be improved, and employees should actively and consciously serve the guests, and put an end to the phenomenon of guests talking and moving; Gfd's untidiness, carelessness in cleaning and hygiene, and untimely equipment repair and maintenance also affect the overall service quality of the hotel.

Third, the overall objectives and requirements of the hotel room service department in the new year:

In 211 * years, we will face more intense market competition and more severe forms. We should take "profit" as the lifeblood of the hotel, and take the concepts of revenue generation through operation, profit creation through management, service excellence, safety and stability creation as the concepts. Combining with the actual situation of hotel operation, management and service, we should improve our quality, change our concepts, enhance the overall service awareness and saving concept of the department, and actively do a good job in the quality and knowledge education of "everyone is a salesman" staff, so as to further prepare for increasing hotel revenue.

In order to successfully complete the hotel business tasks for the next year, this department must do the following:

(1) Take the benefit as the goal and do a good job in the front office sales

Cooperate with the sales department to increase sales promotion, broaden sales channels, tap potential internally, expand customers, and work hard on all-staff marketing and all-staff service, and everyone is a waiter, all of whom are salesmen and have services in marketing.

The front office is the window of the hotel, the facade post of the hotel, and also a relatively concentrated place for guests to ask questions, reflect the situation, make suggestions and complain. In line with the tenet of "guests first, service first" and "completely satisfying guests", in addition to being polite and enthusiastic, we must also resolve contradictions and properly handle complaints from large and small guests.

(2), division of labor in place, do a good job in guest room work

In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department makes reasonable arrangements for the daily work according to the requirements of the hotel, which also regulates the gfd of each employee, so that all employees can keep consistent in their thoughts and behaviors and ensure that all guest room work can be implemented in place. Summarize last week's work in the weekly meeting of the team, arrange and form words for next week's work, and incorporate the contents of hotel-related documents into it, fully embodying the "strict, detailed and practical" work style.

(3), focusing on consumption reduction, do a good job in maintenance work

On the basis of the original expenses of the department, put forward the requirements for energy saving and consumption reduction to the employees of the department; Strive to save expenses, reduce costs, strengthen education and training on energy conservation and consumption reduction in water and electricity, energy consumption and rational use of materials

(4), strengthen personnel management in departments on the principle of being lean

, and train outstanding talents according to the actual situation of hotels and departments and on the principle of being lean and efficient; Quantity is applicable, let the capable go up, let the flat go down, and let the mediocre go down; Give full play to the subjective initiative of talents, control the expenditure of human resources and adjust the settlement and purchase of personnel according to the needs of hotel operation.

(5) Do a good job in training with reference to the "training plan"

Formulate departmental training plans and organize employees in this department to carry out on-the-job business training, so that employees' work can be promoted and displayed. Enhance the overall cohesion, centripetal force and affinity of the hotel merger department, strengthen the quality education of employees and the cultivation of business knowledge, and improve the core competitiveness of the hotel.

(6) Establish the business philosophy of "Safety is more important than Mount Tai"

As a public place, the hotel's safety management is the overriding responsibility. In order to ensure the smooth operation of the hotel and the lives and property of guests, hotels and employees, safety is an important content. All employees in the department should bear in mind that "safety is more important than Mount Tai".

IV. Summary of the work of the Front Office Department this year and the plan for the next year:

In this year, despite the constant turnover of personnel, all employees of the Front Office Department were able to overcome difficulties, unite and forge ahead, and successfully complete various reception tasks assigned by the hotel. Throughout the year, * * * received numerous teams and meetings, which were well received by the guests during the whole reception process. In the past year, the front office has done the following tasks well:

(1) Strengthening business training and improving the quality of employees

As the facade of a hotel, every employee should directly face the guests, and the working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have formulated detailed training plans for several departments: for the switchboard, we have trained the language skills of answering calls. Train the baggage handling and storage services at the baggage office; Receive cashier's etiquette and courtesy, house selling skills, business work handling and other training; Only through training can employees further improve their business knowledge and service skills, and can they better provide quality services to their guests.

(2) instilling in employees the awareness of "increasing revenue and reducing expenditure" and controlling costs

"increasing revenue and reducing expenditure" is the pursuit of every enterprise, and the front office staff actively responded to the call of the hotel to carry out activities of saving and reducing expenditure and control costs.

(3) Strengthen employees' sales awareness and skills, and improve the occupancy rate

Actively promote the sale of scattered rooms according to the market conditions, while the receptionist flexibly grasps the room price according to the market conditions and the occupancy situation of the day while offering preferential policies to the hotel, which has significantly increased the number of scattered guests at the front desk and improved the occupancy rate, emphasizing the receptionist's purpose of "as long as guests come to the front desk, we should try our best to let them stay" and strive for it.

(4) Pay attention to the coordination among departments

Hotels are like a big family, and friction will inevitably occur between departments in their work, and the quality of coordination will be greatly affected in their work. The front office is the central department of the whole hotel. It has a close working relationship with catering, sales, guest rooms and other departments. If there is a problem, we can actively coordinate with this department to avoid the deterioration of things, because everyone's * * * is for the hotel. Failure to solve and deal with it will bring certain negative effects to the hotel

(5), and strengthen the management of various reports and data

The front desk will register each guest in accordance with the regulations of the Public Security Bureau and input them into the computer, while the information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel customs declaration system, and the notice issued by the Public Security Bureau will be seriously implemented to remind and deposit the valuables of each guest. Designate a special person to be responsible for all the reports and data in the front office, classify and file the reports and report them monthly.

(6) Existing problems:

1. Lack of flexibility and initiative in service;

2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;

3. Some new employees are not skilled in their own jobs;

4. The copier in the business center is aging, and its effect is not good, which affects the income of the business center.

(7) According to the new sales objectives and tasks of the hotel business department, in order to cooperate with the sales department to complete the tasks, the department work plan for 211* years is formulated:

1. Continue to strengthen training, improve the comprehensive quality of employees and improve service quality;

2. Stabilize the workforce and reduce the mobility of employees;

3. "Hardware" aging and "software" supplement, to make up for the deficiency of equipment aging by improving service quality;

4. Improve the sales skills of the front desk staff, increase the occupancy rate of individual customers, and strive to complete the sales tasks assigned by the hotel.

The new year has begun, and all the staff in the front office will provide the best service to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".

V. Summary of the work of the guest room department this year and the plan for the next year:

(1) In 1* years, our department has completed the following work

1. Standardize the service terms of each division and post to improve the quality of customer service

Since the implementation of the standardized service terms, our staff have significantly improved their communication with customers. However, in the later period, many employees were lax about this, and they were not strict with themselves, and there were signs of returning to the original. This is also a pity, but the good thing is to persist, and it is important to review the past and learn the new. Our department will increase supervision and inspection.

2. To ensure the quality of room sales, strictly implement the "three-level rounds system"

The hotel's main income comes from rooms, and it is engaged in room work. The first thing to do is how to make the rooms sell a qualified commodity, including room hygiene, facilities and equipment, and articles. In order to effectively improve the qualified rate of room quality, our department strictly implements the "three-level rounds system", that is, employees' self-inspection, foreman's general survey and supervisor's spot check.

3. Implementing the first inquiry responsibility system

Implementing the first inquiry responsibility system requires a large amount of information in front-line posts, such as the housekeeping center, employees' flexibility in handling things and their ability to solve customer service needs. All posts are required to collect information extensively, strengthen training and study, and expand their own knowledge in order to better provide services for guests.

4. Carry out technical training, cultivate technical experts, and effectively improve the practical level of room staff

In order to do a good job in room hygiene and service, the housekeeping department takes advantage of the off-season to carry out technical training activities for floor staff, and assess and evaluate their room cleaning skills and rounds. It is found that the operation of employees is very irregular and unscientific. In view of the existing problems, the staff above the class are led to hold a special meeting to analyze the existing problems, retrain employees and correct their bad operating habits.

5. Open source and reduce expenditure, reduce costs and increase efficiency, and start from scratch

Guest room is the main revenue-generating department of the hotel, and it is also the department with the highest cost. In line with the idea that saving is to create profits, all employees in the department start from themselves and start from scratch, and put an end to all waste. At the same time, in the skill assessment of employees, energy conservation is also taken as an assessment item, with the purpose of strengthening employees' awareness of energy conservation, which is mainly manifested in: < p

② Turn off the lights when cleaning the check-out room every day, and unplug the power card after checking out; Room air conditioning is turned on before the guests arrive in advance, and other power-saving measures are implemented day after day, saving a lot of electricity for the hotel.

(3) In order to control the cost of goods well, according to the budget indicators issued by the hotel to the departments, the goods requisition of each department is reasonably divided. Each department has a quota for the goods it applies for every month, and the goods requisition shall not exceed 85% of the quota. If it is really necessary to exceed the quota due to work needs, it can only be collected after the manager gives instructions, and the responsibility for guest goods requisition lies with people.

6. Insist on doing a good job in departmental evaluation and strive to create a good working atmosphere for employees.

Under the guidance of "Excellent Employee Selection Scheme", the department insists on selecting excellent employees every month, arousing employees' work enthusiasm and fully mobilizing their initiative and consciousness, thus forming a benign competitive situation that encourages the advanced and spurs the backward, and avoiding doing a good job and doing a bad job.

7. Establish engineering maintenance files and track the maintenance status of guest rooms

The housekeeping center has established engineering maintenance files and recorded some special maintenance items, which is convenient for timely tracking and understanding the maintenance status of guest rooms, thus more effectively ensuring the integrity of facilities and equipment in the rooms to be sold, and at the same time better understanding the operation status of facilities and equipment in a room for a period of time.

8. Ensure timely and accurate check-out

It has always been a major difficulty for our department to ensure timely and accurate rounds. If it is not done well, it will not only leave a bad impression on the guests, but also bring economic losses to the hotel. Through continuous exploration, according to the characteristics of hotel guests, we will take the initiative to find the relevant person in charge or inquire about the wake-up time from the switchboard if there is no exact check-out time, find out the wake-up time of the guests, then calculate the check-out time of the guests and make personnel arrangements in advance; According to statistics, the timely and accurate check-out this year has been significantly improved compared with last year. However, some problems in check-out have not been reached with the previous receipt, but we will continue to work hard in line with the principle of safeguarding the interests of the hotel. Summary of the work of the Housing Department II

With the ringing of the New Year bell, we bid farewell to the 211* year and ushered in the 211* year full of hope with passion. In the past year, all the staff of the room service department worked hard as one, United as one, unswervingly focused on the work objectives put forward by the hotel leaders, worked diligently and diligently, and actively completed them.