The housekeeping department's year-end summary of the work plan for 2114 and next year will soon become a thing of the past, and we will usher in the new year, but you can't forget what concrete and useful work we have done in the past year? What we have to do is not perfect? Inspired by events, etc? There are more than 14 jobs to be done. In 2115, we created a good situation and made progress. We should take preventive measures, sum up our work experience in 2114, sum up experiences and lessons, and carry out promotion work next year. In 2114, I completed the following tasks: 1. Each region, location, service years, and improve the quality standards of customer service. Irregular? Fan's terms of service, which we serve in every position, are reflected in the uneven phenomenon of professional hotel staff. In October, 2114, at the request of the Ministry of Education, all places and collection pipes kept the terms of service in a different position fine and rough, which is bound to be a book. Close the communication language guide and textbooks will be used for the training of new employees. Since the implementation of the official exchange rate for passengers, the term of service in the standard has increased significantly. However, in the latter stage, many people are somewhat lax, demanding themselves strictly and returning to their original signs, which is regrettable, but good things are more important in persistence, and I will strengthen supervision and inspection when I am old. 2。 To ensure the quality of room sales, strictly implement the three systems. Hotel rooms, the main source of income in the room, first of all, how to make a qualified indoor sales goods, including rooms, facilities, equipment and products, effectively improve the room. Our department strictly implements three systems of self-examination of employees, and the foreman is responsible for spot checks and checks at all levels, striving to minimize omissions and rework. According to statistics, in 2114, the test data of a single analysis and room supervisor's ward round record index reflected a more intuitive one. 3 housekeeping department. Carry out the first inquiry responsibility system. Carry out the requirements of the first inquiry responsibility system, such as a large amount of information in the center of the lobby, switching, serving front-line posts, first inquiry responsibility system, implementing land, sea and air traffic information, tourism information, an important unit, telephone number, etc., but also have great flexibility and adaptability. The staff's ability to handle things to meet the various preparations for customer service needs, extensively collect information, and strengthen training and learning in order to expand. The first question about the responsibility system, since October this year, this work has made great progress for the guests, and the reason for the delay in resale last year was that the guests complained angrily, not together this year. 4 technical training and technical training experts, effectively improve the level to carry out medical and health services, Housekeeping Department, from August this year's use, technical evaluation and evaluation of the actual operation room off-season training raised floor staff, cleaning room operators skilled staff skills and integration is very irregular, unscientific, white-collar staff held a special meeting to analyze existing problems, staff retrained staff, correct bad operating habits. Improve the effectiveness of quality assessment, and the clinic has a round of overtime. Create a free wheel system, and give full play to the foreman's staff to concentrate more time and energy on the backbone of management and staff training. Teachers' room, a deeper understanding, enhanced the staff's sense of responsibility in 11, this year, the guest room, signed a "round agreement" with the team's staff backbone to carry out their own self-examination and self-correction, and the staff participated in the management, which fully reflected the value, and the hotel staff believed that their staff's enthusiasm. So far away, so two big mistakes 4, reducing the workload of the foreman wheel, more and more time and energy, in the actual work of management personnel and training, played an important management function. 6。 Various interest groups, in order to enrich their spare time, so as to improve the quality of the staff, in the past two years, my shop has expanded its sources, and it is often some external groups, my guests, such as teams from Japan and some Southeast Asian countries, who provide good services to foreign guests' language communication barriers and promote the structure. When we come to the store to practice foreign language professional internships, we run our employees every day (English, Japanese). Considering the development of accounting from abroad, it is strange to have a computer, computer staff, and the business floor of the hotel. The opening and moving of computer and art partly reflects the value of the professional knowledge of hotel staff. On the one hand, the increase of knowledge workers enriches their spare time to cut costs, reduce costs and improve efficiency, and start from scratch. Hotel rooms, which are the main revenue-generating departments, are also a department with cost performance. Our department is called all employees of the company to start and eliminate all self-waste. From scratch, employees' skills evaluation and energy-saving evaluation projects are aimed at improving employees' awareness of energy saving, mainly in the following aspects: 1 Housekeeping Department has asked staff to restore discounted consumables, such as toothbrushes that can be used as cleaning agents, and comb recovery can be sold to waste collection stations (2 Energy-saving measures for air-conditioning in computer rooms, such as saving electricity charges after the arrival of one day, and the sum of hotels before implementation (3) Land acquisition management department's budget target for project cost control rooms and hotels in the project area, the reasonable division of labor shall not exceed 85. The quota of% really exceeds the application projects fixed in this field every month, and the department managers collected previously are selected, because their work, through instructions, passengers and goods collection responsibilities, strives to create a good working atmosphere. The employees of the excellent department appraisal department choose to adhere to the classified guidance for employees, and insist on rewarding each excellent employee with "internal information" published in 31 yuan in May to stimulate the enthusiasm of employees and fully mobilize their enthusiasm and consciousness. Advanced forms encourage health promotion. In order to avoid doing a good job or doing a bad job, more innovative, who manages the housing management department, gives full play to the real level of foreman management, which leads to the enthusiasm of team staff. In October, the long-awaited "housekeeper team's evaluation plan function stood out, so some teams no longer dawdle around, a place to stay, and no longer silently abide by the convention, but catch up with the monthly assessment results of each team. Around the green transformation, try to dress up the perfect face. At the door of our Ministry, "the emblem is green with the fence of beer garden and the side door of B, C, construction and comprehensive transformation cultivation. There are more than 1,111 trees in 511 stores of Furong 311, Andrographis paniculata 211 and Huang Jinmei, and sisal, papaya and Zibei 1112 are evergreen, and some improvements have been made, and the surrounding public green space is * * *. 11。 Engineering maintenance files, tracking the status of the maintenance room. Since this year, the service center has established engineering maintenance files to record some special maintenance items, so as to repair the rooms, keep track of the country in time, and better understand the operating room facilities for a period of time in order to protect the integrity of facilities and equipment auction rooms more effectively. 11。 The organization of the internal audit department and domestic service are close to the implementation of ISO-9111 quality management system, hotels and restaurants, and the Ministry resolutely implements the requirements of quality objectives based on departments? What is the quality target for this year? According to the monthly service records and monthly quality objectives, the data analysis part of the analysis summarizes the hotel service quality and the beneficial help for the improvement of service quality. The fourth part is the internal audit twice a month and the testing of each division in June. The main purpose is to work in accordance with the ISO quality management system and seriously implement the requirements, but also to prepare for the certification audit. The hotel held its first meeting to determine the purpose and scope of the internal audit. The auditors were divided into two groups, and the cross unqualified audit report issued a standard unqualified audit deadline for rectification. Through the organization and implementation of the internal auditors of this department, the internal audit found out the rectification activities of 63 unqualified projects, which is a form of movement, but it also tests whether it is a manual process. In the Theory and Practice Department of the Business Office, we believe that some running programs are flawed and irregular. The fan is not suitable for the current work. If it is not corrected in time, it will have adverse consequences. At the same time, some work plans in June this year have not been taken into account. In front of the office, according to our own business, the new housing legislation, the attention to house arrangement, the usability management system, the work plan of scanning service, the long-term living room and work plan, the new clothes that the distribution center closely cooperates with the program, and the importance of excellent customer service, Take off your clothes to match the guest laundry coding program, "Return to the guest laundry process, send and receive the guest room and restaurant supplies, revise the work plan, introduce the ISO-9111 quality management system management department to provide more mature and perfect standardized information services, so that guests can feel that our professional management and service level are reflected in the details, and believe in small messages and writing will leave an unforgettable and wonderful feeling of warmth. My previous message format was not uniform, and the same thing was in different messages, but it was very different. This year, the staff of our information service, central hall and service center discussed the voicemail service. How to do better, and finally form a unified model to standardize the writing of the same type of things, a message is sent to different customers, which is consistent, and the guests may not know, but only when we know our progress, the way of staying at 13 nights has changed in the past, making our service more personalized and humanized, can we throw caution to the wind? "Open", because the weather forecast says that on the basis of tomorrow, the card, range and reminder card are placed on the bed. For example, during the European Olympic Games, during happy festivals, guests send some promotional videos one day, such as convenience stores, life and travel guests, and several guests praise them. Generally speaking, service has always been our goal to exceed the expected guests, calling on employees to be a guest with a heart, concern and viewing habits, to obtain more detailed information, including the purpose of nationality, to provide customers with specific characteristics, services, service innovation needs divergent thinking, and to know what kind of services can impress guests. To this end, we rebounded in 2114 compared with previous years, but the distance from innovative services. 14。 Individual prices, increased sales revenue of rooms, independent research of front desk procedures to expand the personal market, led to sales rooms, receiving individual customers to increase sales plans, and won the support of store leaders in September this year, because of the clock sales award, aggressive employees to improve sales for the hotel FIT18111 15. Timely, accurate, timely and accurate have always been the main difficulties in Doha round negotiations. If it is done well, it will not only leave a bad impression on the guests, but also cause economic losses to the hotel. ? There is no exact check-out time for conference and tourist hotels. Through trial and error, we will take the initiative to find the person in charge or switch. If you wake up, set the time, know when to wake up, predict the check-out time of the guests before, and the staff will check in. The next day, a large number of guests noticed that more and more transition personnel took the initiative to leave-and the night shift staff continued their work for a day. The work is very difficult, however, to avoid complaints and check them out from the guests, but also to ensure the timeliness and accuracy of the round. The staff did not complain. According to statistics, this year, the timeliness and accuracy have been significantly improved, which is an increase compared with the same period of last year. However, some people checked out and did not reach the * * * knowledge before closing, but we will continue to work hard in line with the principle of safeguarding the interests of the hotel. 16。 Home delivery is more convenient and fast. The mail business entrusted to us by the luggage business is more convenient and fast to carry, so as to meet the needs of guests. In my store, my department's home delivery Haikou branch set up an agency to receive and handle mail, and the shipping industry signed an agreement in October to pilot guests. The effect is that the obvious extra income will be increased by 1.7 to promote environmental protection, green hotels to promote environmental protection and create green hotels. Starting from the beginning of this year, "green cards", offices and guests need to change bedding, and the upcoming "green card" will be placed on pillows or beds, and the bathroom is in the same basket precisely because of this local environment. This is the national water resource saving energy, hotel supplies and cleaning costs, 2411 yuan. Replacing the stranded plastic cloth laundry bag from the environmental and economic point of view, this year, all rooms are ready, instead of the original discarded cloth laundry bag, but it is not durable and ugly, if you invest once to buy a new cloth laundry bag. 2。 Change the hotel facilities of the guest facilities in the business building to improve the quality of the business rooms, the hotel renovated the commercial building, and some renovated rooms, developed or old. Initially, it was from the perspective of the development trend and economy of modern hotels, but it did not lose the consideration of turning off the power supply at the stage. The price of replacing packaged passengers such as shampoo and shower gel squeezed the suppliers to negotiate, but the plan ran aground. 3。 The skill contest is not only due to? Frequent personnel changes. The work uniforms of four hotels will not be replaced. According to the plan, the uniforms of staff in catering, housekeeping service, guest room, front-line sales department and security department, and second-line department of engineering department will be replaced this year. Unfortunately, due to the problem of hotel funds, the only principle changed is the basic food and beverage, chef service, concierge service, housekeeping service, reception service, luggage service, business center clerk clothing sales representative's end, service, clerical service and engineering. 5。 Facilities maintenance plan, according to this year's maintenance plan, the main work plan is to carry out small-scale equipment maintenance in a small area in the off-season and maintenance in our area in the peak season, such as underground lobby, stainless steel products in guest rooms, polishing and cleaning of toilet kettle dirt. However, due to guest rooms, various facilities and equipment, and wider cleaning and maintenance, this is not enough. However, due to historical reasons, at the beginning of this year, employees of our department will have to deposit for 1562 days. If it is not solved, it may allow employees to feel the economic loss of the hotel, and strengthen the use of the closed season schedule to compensate the employees for only 297.5 days accumulated by the employees. The shortage of the number of "clean" cards is that there is not enough demand, so as to inform the waiter in a clean and timely manner, the guests wash their hands frequently, and there is no special storage place for ring ornaments, which is easy to cause damage by a well-trained staff team. 3。 Aging receptionist IC card system reduces work efficiency. The prevention of health and diseases is effective, without investment and professionalism, which leads to the unsatisfactory "four evils" of prevention and treatment. 5。 The surrounding plants are protected, and the indoor light placed in 2114 is out of phase.