Summary is a written material to review and analyze the performance of study, work and life in a certain period of time, which can make us more efficient, so let's write a summary. So do you really know how to write a summary? The following is a summary of the work of hotel room attendants that I share with you, hoping to help you.

The year of 1

21__ is about to pass. It is a busy year and a glorious year. With the care and support of the superior leaders, under the correct leadership of manager, and through the concerted efforts and hard work of all employees, Qi Xin, the hotel has made great achievements, the occupancy rate has always remained above 91%, and the hotel's performance has reached new highs, in terms of safety, hygiene and safety. As an employee of the hotel, I have achieved good results through my own efforts, and I have been rated as an excellent employee and rewarded by the hotel many times. I mainly do my job from the following four aspects.

1. Respect leaders and obey orders.

In the usual work, deeply understand the intention of the leader, accept the leader, obey the arrangement, and do it according to the requirements of the leader, without passing the buck, without being clever, without complaining and working hard. For leaders to praise and reward, they can treat them correctly, without arrogance or rashness; For the deficiencies pointed out by the leaders in the work, they can be corrected in time, and they will not give up. Able to complete the tasks assigned by the leaders, often praised by the hotel and housekeeping manager.

second, obey the rules and discipline, and do a good job in service.

abide by the rules and regulations formulated by the hotel, do not be late, do not leave early, go to work on time, handle the relationship between family and work well, have no leave record all year round, and be full-time at work. Do a good job of service in strict accordance with the workflow and leadership requirements, so as to keep the room clean, spotless, clean and tidy. When serving guests, you can correctly use civilized language, be careful, enthusiastic and patient, try to meet the requirements put forward by guests, and explain them clearly for the guests to obtain their understanding. When the hotel items are found to be damaged during rounds, check with the guests in time. When compensation is needed, clarify the facts and reasons to satisfy the guests.

third, unite and cooperate, regardless of gains and losses.

get along with hotel staff, do a good job of unity, help each other, and care for colleagues. At work, after the completion of your own work, you can help other colleagues in time, not afraid of hardships and tiredness, be on call and not be narrow-minded. When there is a misunderstanding with your colleagues, you should focus on your work, communicate well, eliminate misunderstandings, and do a good job together. In our daily life, we should ask our colleagues about deficiency and cold. When they are sick, we can call them and visit them in the hospital in time. When our colleagues have something at home, we should pay attention to help them in time, so as to enhance our friendship and promote our work.

fourth, learn with an open mind and strive to improve.

Although I have worked in room service for seven or eight years, I pay attention to the basic skills and safety training organized by the hotel every time, and take the initiative in action. Do it by ear, by eye, by mouth, by heart and by hand. Take notes when studying, listen carefully, ask questions if you don't understand, study in time when you get home, and deepen your impression. At work, try to figure it out carefully and apply it correctly. If you don't understand or can't, consult your leaders and colleagues, understand it, and leave no blind spots, so that your service level and personal quality can reach a new level.

Existing shortcomings and problems:

1. Sometimes, the work enthusiasm is not high, and there is procrastination. Sometimes there are many check-outs, the time is tight, the room is not carefully cleaned, and there are still omissions. When making rounds, there are many supplies, and sometimes people forget to register, which has caused losses to individuals and units.

2. The service level needs to be improved. Polite language is used less, attitude is blunt, and initiative is lacking.

in the new year, with the care and support of the superior leaders and under the correct leadership of the manager, I will conscientiously do my job, strive to improve my service level, unite my colleagues, be proactive, be obedient, serve and learn, and work together with all the hotel staff to make the hotel prosperous in the new year, with rapid progress and high performance.

A Summary of the Attendant's Work in Hotel Housekeeping Department 2

Housekeeping Department, as the main business and image department of _ _ Hotel, laid a good foundation for the hotel to further serve the society with down-to-earth work and thoughtful and meticulous service under the leadership of the leaders and the full cooperation of all departments in the first half of 21 years. In 21__, the housekeeping department completed the following work:

1. Report on the completion of economic indicators and some figures:

In 21 _ _, the annual turnover was 5.82 million yuan and the profit was 1.9 million yuan. Among them, the turnover of individual passengers is 3.19 million, the turnover of long private rooms is 2.48 million yuan, and the income of conference rooms is 7. 31,111 yuan, and the turnover of other teams and conferences is 7. 71 thousand yuan The net income of room health care products is 1465 yuan. The customer compensation income is 5346 yuan. 67 pieces of dry cleaning (external washing). The net income is 227 yuan, 161 pieces of washed clothes (washed by hotel disinfection personnel), and the income is 1239 yuan. Allocate breakfast fee to the restaurant. 81 thousand yuan Film washing costs 49517. 9 yuan. The above figures are based on finance except for laundry expenses.

Room 21__ The number of rooms rented in the first half of the year was 14,611, with an average occupancy rate of 47. 9%, of which 7,813 were rented by individual guests, accounting for 53% of the rented rooms. 5%。 The number of long private rooms rented in the first half of the year was 6136, accounting for 41% of the rented rooms. 3%。 (There are 115 service centers, accounting for 1.5% of the number of rented houses. 72%, (check-in started on May 11), there were ***1376 rooms in the Third Railway Institute, Survey Institute and Geological Institute, accounting for 9% of the rented rooms. 4%, (from October to April, and returned on June 26th), there are 441 rooms in Luoyang Petrochemical Company, accounting for 3% of the rented rooms (from October to May), and 1,811 rooms in Tiangang, accounting for 1.2% of the rented rooms. 4%, with 1,811 rooms, accounting for 1.2% of the number of rented rooms. 4%), Tianfang invested 181 times, accounting for 1. 2%, (starting from June 1st), 262 times of oil storage, accounting for 1. 8%, (checked in on June 8), Sinopec 51 times, (October, April, May, June) accounted for 1 of the number of rented rooms. 34%。 The number of meeting teams and other rental rooms is 1583. It accounts for 4% of the number of rented houses. Conference rooms are rented for 321 sessions throughout the year (including 41 sessions on the third floor, 73 sessions in the second conference room, 29 sessions in the third conference room and 177 sessions in the fourth conference room). )。

2. Management indicators and other work completion:

(1) At the beginning of the year, the housekeeping department re-formulated various management systems and post standards according to the actual situation, such as: Job Responsibilities of Service Desk, Daily Hygiene Inspection System, Hygienic Standards for Rooms, Stations and Environments, and Room Film Management System. The conference reception procedures, maintenance records, items placement standards of sweepers, left-over items storage system, loss reporting system and key management system were further standardized, which made the staff work have a clear goal and direction, and made the room service quality go up a step.

(2) any management is the management of people first, and people can do their best, do their duties and do their part, then other problems will be solved easily. Therefore, the guest room first manages and divides the staff. Standardize the system of special person in charge from squad leader to employees in each district and post, and further improve the quality of management and hygiene. In order to further refine the hygiene and management, the guest room is divided into three areas, namely, the middle building, the north building A area and the north building B area. The meeting room is divided into one area for each monitor, and the staff in each floor area is basically unchanged. The warehouse management and disinfection work shall be handled by special personnel. Make people do their best and put them in place at all levels.

(3) In order to ensure the quality of room rental, the patient rounds system is strictly implemented.

The main business of the hotel is room rental, and the satisfaction of customers is the greatest recognition of our work. In order to provide guests with a comfortable and comfortable rest environment, we strictly implement the ward round system in terms of room hygiene, facilities and equipment, and goods equipment, such as self-inspection by employees, general survey by squad leaders and spot check by managers, so as to ensure that the omissions are minimized at all levels. And make a good record of ward rounds, give timely feedback and correct them in time, so that guests can feel at home and welcome more repeat customers.

(4) increase revenue and reduce expenditure, reduce costs and increase efficiency, and strengthen employees' awareness of energy conservation.

in line with the idea that saving is to create profits, we should put an end to waste, and implement the regional responsibility system for small items. The squad leaders in each district will take charge in the morning, and the remaining items will be taken back at night to make records, so as to make the delivery and receipt clear and the accounts clear. Toothpaste, shampoo, etc., which are not used up by guests, are left as cleaning agents. The remote control of room air conditioner is adjusted to 28 degrees in summer and 21 degrees in winter. Electrical appliances such as air conditioners and televisions can stop people from walking. The old batteries of the air conditioner remote controller and the TV remote controller replaced by the door locks continue to be used, and the corridor lights are switched on and off by someone in the morning and evening. Thus, the energy-saving awareness of employees is also improved.

(5) The inspection work of epidemic prevention stations, public security departments of sub-bureaus and technical supervision bureaus has been fully prepared. In July, 34 items of the quantitative grading scale for health supervision of accommodation industry in epidemic prevention station have all passed the examination and been well received by the approved grade.

(6) Strive to expand the business of long private rooms.

long private rooms are the main source of hotel economy. In order to achieve the satisfaction of the guests in the long private room, we can know the living habits and requirements of the customers in time and provide personalized services. Such as: mail receiving and dispatching, schedule adjustment, leisure, laundry, etc. Consult customers regularly, and their opinions are the basis for our work improvement. Our waiters treat guests as family members, and even the living habits and waiters in each room can tell them one by one.

(7) In order to effectively improve the staff's service level and business ability, in July, we cooperated with the Quality Supervision Department to further train the service desk staff in manners and etiquette, and carried out practical work and training according to the requirements of the specification. In October, we cooperated with the Quality Supervision Department to conduct an actual assessment of all the staff in the guest room. Three employees in the guest room, Teng Huairong, Xin Li and Liu Xin, won awards, which greatly improved the staff's service awareness.

(9) Do a good job in meeting reception service

The meeting room has low cost and high profit. Despite the overtime work in the meeting time, the conference receptionists worked hard and were well received by the participants.

(11) In terms of safety, rats, cockroaches, etc. should be put in regularly, and the harm of pests to guest rooms should be prevented in time, observed and disinfected in time. Preventing the spread of infectious diseases. Check electrical switches, water switches, door locks, door chains, heating, etc. in time and regularly, so as to prevent leakage before it happens. Remind the old, weak, sick and disabled guests in time to avoid falling and scratching. There was no major safety accident in the guest room for 21 years.

(11) Shortcomings in the guest room work in 21 years:

A manager has less time to visit the company irregularly on public holidays and after work.

the management of the second foreman has strong labor ability and poor management ability.

3. Staff turnover and sick leave are serious. As a result, the planned work cannot be completed on time.

The thoughts on the key work arrangement of the third housekeeping department are as follows:

(1) Carry forward the achievements of the previous stage and further strengthen the management level and service quality. Conduct training on standardization of meetings, service desk and reception. To improve the overall service level of employees in essence and detail.

(2) Make a small reform on the sanitation system and the visiting system: record and quantify the number of rooms checked out, rooms checked in and bathrooms planned by the waiters every day, and give them a monthly rating and reward. And I want to introduce the system of ward round exemption, and voluntarily apply for ward round exemption. If there is no problem in January, I will give appropriate rewards.

(3) implement a reward and punishment system for saving small items, and reward those who record monthly assessments every day and save a certain amount. In the distribution of small items, the squad leader is in charge, designing forms and filling them out every day. The small items received by each person every day are related to the number of rooms to be checked out for management.

(4) Strengthen communication and cooperation with the Engineering Security Department and the General Department in the use of maintenance items, so that the old ones can be repaired and used as far as possible without replacing them with new ones, reduce maintenance costs and reduce unnecessary losses for the hotel. (5) The middle building is replaced with new film, and the room is not discounted. And prepare to launch 1-2 waiters in the middle building, and voluntarily apply for ward rounds.

(6) After the exit of Luoyang Petrochemical Company's long private room, the hotel economy was in crisis. In order to improve the hotel's turnover, increase its popularity in the society, and contribute more to the hotel's profit, we should give correct marketing guidance to the waiters: for example, we want to take several measures in the guest room, such as contacting the house, meeting, dining, wedding banquet, etc. If the turnover income exceeds a certain amount, we can give appropriate changes to the posts and positions in the guest room. Objective To create more economic benefits for hotels.

thank all departments for their good cooperation with the guest room. I hope everyone will unite and cooperate in 21__ years, and * * * will contribute to a better tomorrow of the hotel.

summary of the work of hotel room attendants 3

I came to _ _ _ under the introduction of a friend, and I was very happy to get the news that I was coming to study. I cherish this opportunity. I have studied hotel management for five years, but I haven't practiced it. I want to start from scratch, which is a good opportunity, so I came to study with enthusiasm. At first, it was a learning brocade. I accept the culture of Jin _, and I am happy to be a Jin _ person. After ten days of theoretical courses, I can't wait to come to _ _ _ _ shop with uneasy feelings. In the first week of coming, I was assigned to the guest room. I thought I could bear hardships. When I came to the guest room, I mainly studied room cleaning and bed making with the elder sister of the guest room. Although I had made full preparations, I was still tired on the first day. I even doubted whether I could persist. With the encouragement of the elder sister in the room, I made up my mind to encourage myself to persist. During the six-day study in the room, I learned the process of cleaning a room, the most basic methods of making beds, cleaning toilets and simple room service in the hotel, which gave me a preliminary understanding of the basic goods sold in the hotel. In the second week, I was assigned to a restaurant and learned a series of basic restaurant service methods, such as how to set the table, remove the table, order food, serve food and pass food, from a senior restaurant waiter. And have a further understanding of the service process of the restaurant. In the third week, I was assigned to the front desk. I like the job of reception at the front desk very much, but I am very uneasy. I don't know whether I can be competent for this job, but what makes me happy is that most of the hotel employees are so warm and friendly. They are not cold and blunt to us because we are interns. After being tired, a sweet smile from colleagues and a common "_ bitter" will make people moved. The front desk is a hotel. The service of the front desk is basic.