Five Summaries on Housekeeping Department (1)
Time flies, the busy year is coming to an end, and 20 years have passed. Looking back on the work of this department this year, there are many gains and experiences. Under the correct guidance of hotel leaders, the close cooperation of all departments and the joint efforts of all staff, the housekeeping department can make progress in a calendar, focusing on business-oriented work in employee training, service, facilities and equipment maintenance, product quality control and so on. In order to go to work next year, the work done by the housekeeping department this year is summarized as follows:
First, complete the task.
The total business volume in 20__ years was 2.3 million, and it was 2.2 million by the end of June 1 65438+1October, with an average monthly completion of110,000. The average room rate of Housekeeping Department is RMB/room, and the average occupancy rate of rooms is%. This year, the work of the Housekeeping Department closely revolved around the central work and management policy of the hotel from beginning to end, and was based on management and strict management according to the overall objectives and requirements of the hotel. Especially in terms of business indicators, through everyone's efforts, the room income has been further improved. In order to achieve the business targets issued by the company and let more guests know and know our hotel, we signed a cooperation agreement with Ctrip.com and eLong.com at the beginning of this year, and made a lot of preparations before signing the agreement, including comparing with other hotels of the same star level, setting online room rates and counter-commissions, reviewing contracts, collecting hotel pictures and various materials, etc., which should be thanked. When the first online booking fax came, everyone was very happy. Through our joint efforts, the hotel's income has increased, and it has also won unanimous praise from online guests, which is enough to prove that our work has been recognized by more guests. Not only online customers, but also tourists from travel agencies account for 50% of the total tourists in summer, especially the series tour of _ _ _ _ _, and the cost of each group is about 40,000-50,000 yuan. This year, the new _ _ _ _ guests go to Qin for inspection every year, and they are divided into three groups, and their room and board consumption is also about 40 thousand yuan. Through the subsequent return visit, the reception of our hotel was recognized. By the end of June 1 1, more than 50 meetings of various types had been received, and all the staff were evacuated from the venue, ensuring the smooth completion of each meeting. In the off-season of rooms, in order to adapt to the development and changes of the hotel industry, special room activities are launched to give preferential prices to old customers. In addition to these, we also cooperated with _ _ net and achieved good economic and advertising benefits. Through these activities, the popularity of the hotel has been improved, making up for the gap in the off-season.
Secondly, training.
The housekeeping department is the window of the hotel, and every employee should face the guests directly. The working attitude and service quality of employees directly reflect the service level and water management level of a hotel.
Ping, the employees in the hotel are highly mobile, and the training work is relatively difficult, which requires regular and repeated training. Although the staff have gone through two stages of theoretical study and practical operation, there is still a big gap with our standards in business skills, service skills and improvisation. In view of this phenomenon, before entering the summer vacation, we made a detailed training plan, conducted training for two months, and adopted various training methods. In terms of business skills training, we should first master the workflow and standards, show them to employees on the spot according to the theoretical learning content, and let employees operate in person and guide them on the spot, so that employees can master the basic operating skills. The training content includes all the rules and regulations of the hotel. The front desk and cashier should master certain sales skills. When selling rooms, they should flexibly and actively introduce various room types to the guests, keep every guest and improve the occupancy rate of the hotel. All positions are trained according to their job skills and service standards. Especially in _ _, the assistant manager of the lobby drew up different oral English training contents for different positions and conducted English training for one month, which laid the foundation for receiving foreign guests in summer. After the summer vacation, the skills of new employees at the front desk and the time and quality of employees on the floor were assessed one by one. After a series of trainings this year, I deeply feel the importance of departmental training. In next year's work, the housekeeping department will also conduct targeted training according to each position.
Thirdly, in terms of service and health.
After new employees enter the department, they can't integrate with the old employees as soon as possible, and the old employees lack group consciousness. Based on these factors, department heads and above get together to express their opinions. First, start with the mentality of the old employees and do more ideological education, so that the old employees can more deeply understand their role in the department, and let the old employees realize that the department attaches importance to themselves and is willing to drive new people. In addition, in the continuous work, another factor of the problem was found. The employees in this department lack family service and do not make guests feel at home. Therefore, the department uses the morning meeting time every day to emphasize service, how to serve and how to serve, and carries out a series of case studies to analyze and solve the problems found in the work, so that the staff can know what is wrong, what is right and how to solve similar situations. , enriched their service knowledge, enhanced their professional ability, and established a correct professional concept.
Hygienic quality is the lifeline of guest rooms, and it is also one of the standards to measure hotels. As always, the floor adheres to the three-level rounds system. In order to improve the overall sanitary quality of guest rooms and strengthen the supervision of sanitary quality of guest rooms, due to the limited personnel, it is required to implement unattended floors and rooms to people, and the detailed sanitary and ventilation work should be carried out simultaneously with the local area, with the same standard! In terms of hygiene, it is worth mentioning that when there is no doorman, the front desk supervisor and the assistant manager of the lobby lead the front desk staff to take the initiative to take charge of the sanitary area of the doorman, cleaning the revolving door and two side doors in the lobby every morning and afternoon, scrubbing the steps outside the lobby, etc ... In addition, PA's two aunts have a large area under their jurisdiction, and the hygiene of the lobby, stairs and small and medium-sized conference rooms on the first to third floors needs to be cleaned repeatedly every day, and there has never been any sanitary corner, especially during the wedding reception peak. In the whole year's work, the guest room has been in a state of lack of staff, and employees in all positions are United and cooperative on call, helping each other and saving the lifeline of the guest room.
Four. Maintenance and maintenance of facilities and equipment
As we all know, housekeeping area accounts for nearly 70% of the business area, and investment also accounts for a large proportion of the overall investment. Whether the equipment room facilities can reach the specified service life is the key to directly affect the efficiency and long-term development. Therefore, in the maintenance of facilities and equipment, the housekeeping department strictly implements the maintenance regulations of facilities and equipment, turns mattresses regularly, waxes furniture regularly, and operates and uses cotton fabrics, room appliances and facilities strictly in the right way to prolong their service life. Especially for carpet maintenance, employees are required to do "stain cleaning" in time as long as they find some stains on the carpet in their usual work, which can not only reduce the washing times of the carpet, but also maintain the overall hygiene of the carpet.
In the overall maintenance of the room, the housekeeping department and the engineering department conducted a comprehensive investigation of the air conditioning in the room, which solved the problems of water leakage in the air conditioning of the room and the ceiling of some rooms in summer. The guest complained that the bathroom in the room smelled bad. After investigation, it was a sewer pipe problem, which caused the smell to be directly emitted into the room. The engineering department tried every means to improve the problem of room odor. After a year's work and the efforts of the employees of the engineering department, many facilities and equipment have been improved, but there are still many problems in the overall maintenance of our room, which need the cooperation of the engineering department to solve.
In addition, in order to ensure the unified coordination of room decoration, the newly equipped 16 room was simply decorated, and the corridor and room door were changed in color, which relatively reduced the probability of guest complaints.
Five, energy saving and safety awareness
In daily work, actively respond to the call of the hotel and pay attention to saving and controlling costs. Within the jurisdiction of the guest room, set the opening and closing time of the lights. When there are no more guests in the guest room or guest room, turn off all air conditioners and lights, so that the lights go out when people leave, and strictly control the consumption of disposable consumer goods. Waste soap and toothpaste are recycled and used to wash rags and clean furniture dirt. Collect the used bottle caps of guests and reuse them. Through this work, the hotel saved a lot of expenses, in addition to saving every piece of paper and pen, and did its part for the hotel.
While all the work is going smoothly, we actively participate in various activities and trainings organized by the hotel, especially the fire training and drills organized by the security department. Everyone has learned a lot of fire fighting knowledge and escape essentials, which are closely related to ourselves. Through training, we realize that when any work can be carried out smoothly, "safety" comes first, which can never be ignored. According to the requirements of the public security department, the front desk registered each guest in detail and entered it into the computer, and operated in strict accordance with the relevant regulations, and participated in various safety meetings organized by the public security department, which provided a guarantee for the smooth development of daily work.
With the New Year's bell ringing, we bid farewell to 20__, 20__, which is coming soon. We are faced with more intense market competition, opportunities and difficulties coexist, and we have to face, meet and challenge the gap between the goal and reality. With the strong support and help of hotel leaders and colleagues in various departments, the housekeeping department will work with colleagues to create a new future of _ _ _.
Five Summaries on Housekeeping Department (2)
Du Ming New Century Hotel in Songjiang, Shanghai was officially opened in the first year. The leaders and employees of all departments worked hard, and the hotel gradually moved towards the normal operation track. The annual revenue has also exceeded 100 million yuan, passing the national five-star evaluation. At this moment, it is necessary for us to sum up the achievements, experiences and shortcomings of the past year, so as to foster strengths and avoid weaknesses, forge ahead and make greater progress in the next 20 years. The main work in the past 20 years is summarized as follows:
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 are housing management and health work 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. Many employees are praised by guests for their good customer service. 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.
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 bed for middle shift is formulated, and the requirements and norms of night bed 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.
Do a good job in employee training and communication.
Employees are the main body of customer service and work, and their working ability and professionalism directly determine the service level of the hotel. This year, we have mainly done the training of related equipment cleaning and mid-shift service, at the same time, we have increased communication with employees, kept abreast of their ideological trends, and mobilized employees to realize their ideals in the hotel industry through their own efforts.
In a word, this year is a bumper harvest year, the hotel was successfully rated as five-star and the business was booming. Believe in 20__, it can do better!
Five Summaries on Housekeeping Department (3)
Time flies, time flies, 20__ has quietly come to us inadvertently. In the past year, there have been many gains and experiences. As an important department of the hotel, housekeeping department provides clean, quiet, comfortable and warm rest environment for guests, and it is our primary task to provide humanized quality service. At the same time, it is also responsible for generating income and saving expenses for enterprises. The quality of the whole department will greatly affect the service quality and economic benefits of the hotel. Over the past year, through the joint efforts of all staff and department managers, we have successfully completed all the indicators assigned by the hotel to our department, and the service quality, favorable rate and economic income have been greatly improved compared with last year. Looking back on this year's performance, I am still quite satisfied. Although I have always been discouraged and often complained, I still like this job in my heart. On this occasion, it is necessary to review and sum up the work, achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, strive for progress, and strive for better results in the new year.
1, in terms of health: strictly implement the ward round system, pay attention to the quality of details, record the inspection results in detail, and make healthy makeup; Implement sub-regional cleaning responsibility system and over-piecework system to improve the enthusiasm and effectiveness of employees; Standardize various operation procedures and steadily improve work efficiency.
2. Equipment and facilities: According to the actual situation of moldy wallpaper, moldy decorative board and poor lighting in the guest room area every day, contact the engineering department or foreign engineers for targeted maintenance to improve the service life and quality of guest room facilities and equipment. At the same time, contact PA to arrange daily carpet decontamination, carpet washing and marble mirror maintenance reasonably.
3. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the hotel, and it is also a department with high cost. In line with the idea that saving is to create profits, we call on all employees to start from themselves and from scratch to put an end to all waste. The main manifestations are as follows: ① Employees are required to recycle disposable low-value consumables such as PA shower gel and shampoo, and toothpaste can be used as cleaning agent. (2) adjust the floor lighting according to the actual situation of the guests every night; Ask to unplug the power card and turn off the air conditioner after check-out; The room air conditioner was turned on before the guests arrived in advance, and so on, which saved a lot of electricity for the hotel. (3) In order to control the cost of goods, according to the actual budget indicators of hotel guests, the responsibility for collecting goods from guests lies with people.
4. Training: Make a monthly training plan and implement it to individuals. Conduct targeted training for the room center and floor service classes. At the same time, it has made clear provisions in daily work, such as check-out standard, turndown standard, lighting control standard time, item rental standard and item placement standard. Aiming at the phenomenon that the employees in the floor service class are older and the language is not standardized and unified, the standard post service language specification is used for scenario simulation drills; Conduct spot checks on ground lighting, air conditioning and night beds every day. If employees' operation is found to be irregular and unscientific, they will analyze the existing problems, retrain employees and correct their bad operating habits. Let employees feel the importance and practicability of training in their daily work. Through training and assessment, certain results have been achieved, and the quality of room hygiene has been significantly improved.
5. Team building: Through a series of training and assessment, a good atmosphere has been formed in which the old employees such as Liang, Ge Guohua, and Wang set an example first and the new employees catch up. In the usual work, the flexible handling of customer service and the improvement of customer satisfaction have won the praise and affirmation of customers.
Through a year's work, I found that I have many shortcomings, the most serious of which are summarized as three shortcomings:
1, foreman skills need to be further improved, especially weak skills such as ward rounds.
2. There is still much room for improvement in implementation and supervision.
3, the daily work efficiency is not efficient enough, lack of sense of urgency.
The above three points are the most urgent ones I have found in my own shortcomings this year. I should learn from them in my future work and strive to improve and further improve myself.
Through daily work, I personally feel that the department has some areas that need improvement:
1, room hygiene needs further improvement, especially in details.
2. The service language of all employees lacks standardization.
3. The comprehensive quality, service skills and professional level of employees are uneven and need to be further strengthened.
4. All kinds of training and assessment mechanisms of the department are progressing in groping, and there is still room for further improvement.
In view of the above shortcomings, I have some suggestions and opinions: 1, which can strengthen the training of various positions and strengthen the service skills and service awareness of employees. 2, after targeted training for all staff, quarterly assessment, mid-year appraisal, year-end appraisal and other systems, the survival of the fittest. 3. We can improve the process and standard of training and evaluation, make the training and evaluation more reasonable and improve the quality of all employees.
Next year will also be a year of opportunities and challenges. The work of the department closely revolves around the five standards. While trying to complete the business indicators issued by the hotel, I have the following ideas about myself and the work of the department:
1. Establish a systematic training system and assessment system for room service center and floor service personnel, which will not be improved in future work.
2. Establish records of employees' outstanding deeds and commend them at the regular meeting of the department every Monday, which can motivate employees and serve as a reference for year-end assessment.
3, in the training of employees, formulate corresponding processes and standards, and further refine the training, and conduct targeted training in all aspects.
4. Establish the warehousing system of the department's secondary warehouses, implement the warehousing signature registration items, conduct statistical management, strictly control and save costs.
The above is my work summary and plan for the past year, the existing shortcomings and improvement plans. To sum up, I firmly believe that under the leadership of the hotel leaders and department managers, all the staff will work together with Qi Xin and Qixin, and * * * will do its best for the management policy of the hotel 201X. In short, as the head waiter of the hotel housekeeping department, I will try my best to cooperate with the department manager in my future work. Do a good job in all the work of this department, and contribute to the hotel's service level, management level, training level, quality inspection, enhancing the cohesion of employees, improving the basic quality of employees and implementing the "five constructions"!
Five Summaries on Housekeeping Department (4)
With the New Year's bell ringing, we bid farewell to the highly competitive and fruitful year of 2004 and warmly welcome the bright and hopeful year of 2005. At the end of the year, the summary report on the work done by the housekeeping department in one year is as follows:
1.20__ year total room business 10000 rooms, with monthly completion 10000 rooms. The room occupancy rate is 0, and all the indicators are higher than 20 years, but there is still a certain distance from the business indicators issued by the hotel.
Second, this year's specific work:
1. The front desk is the external window of the hotel. In order to strengthen the standardized management of the front desk, this year, the front desk staff have been trained many times, including service awareness, room introduction and sales, telephone answering skills and other specific work. Insist on checking the OK room every day; Collect guest history and establish a complete guest history file.
2. In order to create a hygienic and comfortable environment for the guests, the floor is strictly in accordance with the hotel hygiene standards, and the guests change linen every time they walk, and the cups and toilets are disinfected; In the maintenance of equipment and facilities, the walls of guest rooms are thoroughly cleaned to keep the ground bright; Take cost-saving measures, such as repairing the reported damaged linen and using it.
3 3. 10/At the end of October, the hotel transformed the coffee shop and developed a special management project in anhua tea-tea smashing. After a series of preparations such as personnel training, commodity procurement, publicity and promotion, the hotel was officially opened to the public on128. Judging from the marketing situation of two months, the guests gradually accepted Anhua's smashing tea, and the turnover increased steadily.
In April and September, the hotel divided the PA department into housekeeping department, adjusted and trained PA personnel, clarified their job responsibilities, improved their work enthusiasm and sense of responsibility, and the hotel's sanitary situation was completely new and made obvious progress.
This year, under the guidance of hotel leaders, Qi Xin, all the staff of the department, worked together to implement the service concept of "doing everything well and receiving every guest well" in every job, cooperated tacitly and pursued perfection, and achieved gratifying results. For example, the spirit of employees' hard-earned money has been praised by guests many times, and their warm and thoughtful service attitude has been well received by guests. However, there are still some shortcomings in the work, such as service awareness and flexibility in dealing with problems in the work, which need to be continuously improved and self-improved in the future work.
Five Summaries on Housekeeping Department (5)
The hectic 20 years are coming to an end. Looking back on this year's work, there are many gains and experiences. As an important department of the hotel, the housekeeping department will directly affect the external image and economic benefits of the hotel. Thanks to the trust of the leaders, I am fortunate to be the head of housekeeping department. I feel pressure and full of motivation at the same time. In order to better carry out the relevant work of the department next year, it is necessary to summarize this year's work and plan next year's work. First of all, make a summary of this year's work:
In this year's work, I worked in strict accordance with the instructions issued by the department manager. In practical work, I formulated strict assessment systems and inspection standards for different jobs. First of all:
1, in terms of health: strictly implement the system of ward rounds, record the inspection results in detail, and do a good job in health sleep. Standardize the standard and quantity of items placed in various parts, and cooperate with ward rounds to check the location of items. Implement the guest room cleaning responsibility system to improve the enthusiasm and effectiveness of employees.
Standardize various operation procedures and steadily improve work efficiency.
2. Goods management and cost control: control goods, increase revenue and reduce expenditure, do a good job in recycling goods, strengthen employees' awareness of saving, advocate the control of energy waste such as water and electricity, and at the same time implement the responsibility system for goods management, set up consumable accounts, and control costs.
3. Equipment and facilities: As the facilities and equipment have been used for a long time and are obviously aging, all posts are required to carry out targeted maintenance, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove carpet stains and arrange carpet washing reasonably.
4. Training: Make a monthly training plan and implement it to individuals.
Conduct targeted training for different personnel. Various standards are also clearly defined, such as the time of rounds, workload, hygiene standards, cleaning time, cleaning standards, etc. Let employees feel the importance and practicability of training in their daily work.
5. Personnel management: handle affairs impartially, adhere to principles, firmly believe that "service is no small matter", and report to the department manager in time if it damages the name and interests of the hotel, and deal with it according to the department system without mercy; Caring for employees, treating employees as their relatives, narrowing the distance between departments and employees, and playing a connecting role; Set an example, be strict with yourself, make a clear position and play an exemplary role.
Next year's work plan is divided into the following points:
First, cooperate with the department manager to complete various business indicators of the department and do a good job in management.
Second, vigorously improve the quality of personnel. From service skills to the basic process of each position to simple English conversation, employees are trained and assessed in combination with actual work.
Three, through training to improve job skills, operating procedures, speed up the operation, improve work efficiency.
Fourth, strengthen the quality inspection within the department to ensure that there are no problems in health and service work.
Five, use the rest time to learn relevant business knowledge, put good and feasible things in their posts as soon as possible.
Through daily work, I found some shortcomings of the department:
1, room hygiene needs to be further improved.
2. The service language of this position needs to be further strengthened.
3. The comprehensive quality, service skills and professional level of service personnel and management personnel are uneven and need to be further strengthened.
4. The management of floor linen is chaotic.
5. Local carpets on the floor are often dirty and unattended.
In view of the above shortcomings, my rectification plan is:
1. Continue to strengthen the training of each post and strengthen the service skills and service awareness of employees.
2. Strengthen the construction of management personnel, and implement quarterly assessment, mid-year assessment and year-end assessment system for management personnel to survive the fittest.
3. Strengthen linen supervision, implement the real-name custody system, conduct monthly inventory, and investigate the relevant responsible persons for the problems that arise.
4. Strengthen communication and coordination with PA, and increase the maintenance of guest room carpets and floors. In addition, because the PA machine is too large, it will waste resources when dealing with local dirty carpets, so the personnel in each position will be trained in local decontamination and stain removal.
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