Strengthen guest room management from the aspects of hardware environment, software environment and cost control. In terms of hard environment, in order to create a hygienic and comfortable environment for guests, the floors are strictly in accordance with the hotel hygiene standards, the building management system is implemented, the standard procedures of check-in and check-out are adhered to, linen is replaced, and cups and toilets are disinfected. In the maintenance of equipment and facilities, thoroughly clean the room and regularly clean the carpets in the corridors and rooms; In terms of soft environment, the room attendant is smiling, efficient, enthusiastic and thoughtful, and is committed to creating a warm feeling of being at home for the guests; The copyright of Work Summary Network takes "common use, continuous innovation and bright every day" as its purpose, and strengthens cleaning management. The cleaning staff is 5xxxx, and their positions are distributed in most areas of the building, especially in public areas. The quality of environmental sanitation most intuitively reflects the overall style of the building as a four-star hotel. So cleaning is another key point of housekeeping department. Starting from two aspects, on the one hand, the responsibility is refined and trained, and the responsibility is implemented to individuals. All kinds of business operation procedures and standards make employees know by heart, and they are arranged in strict accordance with the time period and area, which improves the enthusiasm and responsibility of employees, and the sanitary condition of the building is completely new. On the other hand, strengthen supervision and inspection. The inspection link is always crucial. From the manager to the assistant, from the supervisor to the foreman, we will check at all levels, and we will not let go of a sanitary corner and a corner area to ensure that all sanitary indicators meet the five-star requirements.
Strengthen the management of uniform rooms and warehouses. In March, the size of the uniform room was reformed to adapt to the increase in the capacity of work clothes and linen. In the second half of the year, the warehouse was merged into the management of the purchasing department, and the uniform room was only responsible for the laundry of guests and the management of employees' uniforms. A clear division of labor is conducive to the systematization and institutionalization of uniform room management. First, strictly control the dressing time; second, strictly classify and hang clothes, and clearly identify them, so that employees can find work clothes in the shortest time and improve work efficiency. 1, infrastructure management. Check the room facilities carefully at ordinary times, and report for repair in time when problems are found; 1 1 At the end of the month, taking advantage of the off-season, the equipment and facilities of each floor and room were comprehensively and carefully inspected, the existing problems were recorded, and centralized maintenance was carried out with the engineering department (such as serious and large number of bath cylinder plugs), and unified material replacement was carried out to create a convenient and comfortable living environment for guests and prepare hardware for the new guest room task next year.
2. Unified management of various signs. Make all kinds of signs in guest rooms and public areas in time and guide guests correctly.
3. Material management. The acquisition process and procedures are complete, and the examination and approval system is strictly implemented. The collection, storage, distribution and scrapping of disposable consumables and food in guest rooms are carried out according to the regulations, so that the figures are accurate and the procedures are correct.
4. Working methods. Formulate work standards and processes for each position, constantly improve loopholes, ensure that employees are guided to provide services by using correct working methods, and keep all work under control.
5. Working environment, environmental protection measures and environmental sanitation. Make sure it meets industry standards. Guest rooms are inspected by the Health Bureau, and unqualified places are rectified. Formulate "Room Hygiene Management System" and "Disinfection Room Work Management Regulations", plan to equip disinfection cabinets, and put the system on the wall.
6. Occupational health and safety management. Identify the potential risks existing in guest rooms and cleaning posts, formulate measures for dangerous sources, and educate employees on self-protection during work to ensure service safety. Such as cleaning high-altitude scraping glass, storing and using corrosive chemicals.
7. Internal communication management. Ensure smooth internal communication channels, and communicate information through modern communication tools (mobile phones, pagers), morning meetings, documents and other forms. Communicate with other departments in time on some interface problems in the work, such as talking with the front desk and cashier in time and reminding each other, thus avoiding many unnecessary delays and mistakes. In order to better cooperate with other departments, under the organization of Zongshen, a tripartite coordination meeting was held among the front desk, room service center and cashier, which solved some problems in daily work and played a good communication role.
8. Customer satisfaction. The guest room is equipped with guest opinions, and the housekeeping department should register and convey the guest's opinions in time, so as to solve the guest's opinions and suggestions in time, improve our work, leave a good impression on the guests and show our respect for the guests.
9. Process monitoring and continuous improvement. Strengthen supervision and management at all levels, ensure quality service, strengthen human resource management when unqualified products are found, make good use of people, attach importance to training, distinguish rewards and punishments, and optimize resource combination.
1. Provide different levels of training for employees, and encourage employees to participate in hotel English level examination, property examination, professional title evaluation and training assessment of clocks in the building. Provide learning opportunities and various learning information, set work goals for employees, encourage employees to learn and develop themselves, and strive to improve their comprehensive quality.
2. Strengthen system management, with clear rewards and punishments, praise guests who have made outstanding contributions to the building, and punish employees who violate the rules and regulations of the building. It not only strengthens the discipline, but also stimulates the enthusiasm of employees.
3. Strengthen dormitory management, strictly implement the dormitory management system, conduct regular surprise inspections on environmental sanitation and safety hazards, and investigate and deal with overnight stays, effectively ensuring the implementation of the system and the safety of employees themselves. For those who go out, the system of registration and approval for going out shall be strictly implemented, and the knowledge of safety and self-protection shall be regularly educated to control the occurrence of various accidents of employees. The responsibility of dormitory health is to rectify in time in terms of personnel, regular inspection and unqualified.
4. Training building automatic control and fire protection knowledge, including the use of information system, internet cafe alarm system and room alarm system, fire fighting equipment and facilities in the building, alarm devices, fire exits, emergency methods in case of fire, etc. , so as to improve safety awareness and ability, nip in the bud.
The above is a summary of our annual work plan. Only by being good at planning can the work be carried out step by step and orderly, and the work performance can be virtuous circle. I believe that under the correct leadership of the leaders and the joint efforts of all the staff, the work of the housing management department will definitely reach a new level!