Summary of house work 1
How time flies! The first half of the year has just passed! If it weren't for the impact of the epidemic, I think our hotel business would be better! In the first half of this year, hotels were mostly used for special isolation work. The specific work of our housekeeping department is summarized as follows:
First, actively cooperate with the national room service.
Our hotel has always been a hotel that actively responds to the call of the country. In the first half of the year, the main job of our housekeeping department was to actively cooperate with the work of the country and carry out a series of room services related to the needs of the country. We have accepted many customers from the mainland and abroad. When they need help, we will help them in time to make them feel at ease in our hotel. In this series of room service, our housekeeping department has always kept close contact with the hospital to ensure the safety of guests and employees as much as possible.
Second, keep the room clean and tidy.
The most important thing in hotel room service is to keep it clean and tidy. The first half of this year is a special half year, which requires us to maintain a high level of health. In the first half of the year, our housekeeping department sent a large number of employees to maintain the sanitary condition and carry out daily disinfection and cleaning. Even for customers who have stayed in the hotel for a long time, we have done a good job of disinfection and cleaning at home, and carefully kept the room clean and tidy, so that every customer who comes to our hotel can repeatedly praise our hygiene and reassure them. Our housekeeping department is very satisfied with this evaluation. After all, we really took this matter seriously in the first half of the year, which is a small thing worth mentioning, so that everyone can live with more peace of mind!
Third, expand room training in the first half of this year.
Our housekeeping department was busy in the first half of the year, but this is not the reason to stop us from conducting room training. In the first half of the year, our housekeeping department still tried its best to find time to train the staff of our housekeeping department, so that everyone can get the praise of in-house customers in a more orderly work. The training in the first half of this year mainly focused on how to receive overseas tourists, which improved the English level of some employees with poor English, and also taught all housekeeping staff how to treat those guests who need isolation more politely, so that these guests would not be too afraid of affecting their physical and mental health.
The main work of our housekeeping department in the first half of the year is almost the above. These jobs seem nothing, but in fact they kept us busy in the first half of the year. What new challenges will our housekeeping department and our hotel face in the second half of the year? You can only keep in good condition as much as possible and respond positively.
Summary of house work II
I'm Xu _ _, and the busy year is coming to an end. Looking back on this year's work, I have gained a lot. It is necessary to sum up the gains and losses in this year's work in order to go up a storey still higher next year. This is a summary of my work.
Overall review of work:
The profit of an enterprise is the first goal and the only guarantee for its survival. The work of a department should also focus on the center of the enterprise. As a service department, the housekeeping department's primary task is to clean up and provide a clean, quiet, comfortable and warm rest environment for guests, but at the same time, we should also generate income and save expenses for enterprises. Over the past year, with the joint efforts of all staff and department managers, all the parts with business indicators have completed the tasks given to us by the villa leaders at last year's work meeting. While trying to generate income, we also don't forget to save money. The department saves work throughout the year and tries its best to reduce costs on the premise of ensuring the quality of work and not affecting customer service. We know that every penny saved is the group's profit.
I finished the following work in _ _ _ _:
1. Learn and standardize the terms of post service, and strive to improve the quality of customer service. In order to reflect the professional quality of hotel staff, I am not familiar with the terms of service of each post and am not standardized. Among my colleagues, I learned the service language of the post in the training of the manager in charge of the group room, and then absorbed it into my own use as a language guide for my communication with guests. Since I standardized the implementation of the terms of service, my communication with customers has been greatly improved. Therefore, in any period of work, it is important to stick to good things and learn new things by reviewing old things. I will strengthen my study and application.
2. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the company, and the capital cost is also high. Based on the idea that saving is to create profits, my colleagues and I will start from ourselves and put an end to all waste phenomena, mainly in the following aspects: ① Recycling disposable low-value consumables, such as toothpaste, for customers to use as cleaners; (2) required to return to the floor of the aisle lights off every morning, night shift after six o' clock; Unplug the electric card after checking out; The implementation of the room day after day can save a lot of electricity for the company.
3. In order to do a good job in room hygiene and service, leaders often assess and evaluate our room cleaning skills and rounds. It is found that our operation is not standardized and scientific. In view of the existing problems, the employees above class level in the area held a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits. We also kept practicing in the off-season, carefully cleaned and inspected every room, and achieved certain results through examination, which improved the sanitary quality of the room and reduced the overtime of rounds.
4. The leaders adopt centralized training, special training and individual guidance training for employees, which greatly improves the hotel awareness of employees and further deepens the service concept. Smiling with voices has become the conscious action of employees. We have a vivid understanding of what personalized service is. From sensibility to rationality, the whole group has formed a good atmosphere of "all work is to satisfy customers". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.
For various reasons, there are some problems in my work:
1. It is easy to bring personal emotions to work. When you are happy, you are warm and thoughtful, and when you are unhappy, you are somewhat negligent. In the future, you should strive to overcome this situation in your work and truly establish the consciousness that customers are God in your mind.
2. The cleanliness of rooms and public areas needs to be further improved.
3. The service standard of each post needs to be further strengthened.
4. The facilities and equipment maintenance plan has not been put in place.
5. Due to the thoughtlessness in changing shifts, it is considered that minor problems do not need to be handed over clearly, which leads to such problems. If I don't know the little things, it will easily lead to big mistakes. I must take strict precautions to avoid mistakes in the future.
About next year, my plan is:
1, live every day well.
2. Improve service measures to improve customer satisfaction.
3, strengthen education and training, strengthen the quality of employees.
4. Standardize management and promote the healthy and orderly development of enterprises.
5. Strengthen marketing and constantly adjust the customer structure.
6. Do a good job in individual customer sales.
7. Reasonable booking in peak season to maximize sales.
8. Standardize the message service, so that guests can feel our professional management level and hotel service level.
9. Learn more and enrich yourself.
Practice has proved that with the intensification of market competition, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we must first innovate ideas, adjust business strategies and policies in time, optimize the design of our own products, make the strategy innovative and changeable, and constantly innovate business policies according to different seasons, so as to keep the room occupancy rate at a high level under the severe situation.
In the coming _ _ _ _ _, we will set sail again and embark on a new journey. I will set higher standards for myself, work hard and create new benefits for the company.
Finally, I hope everyone can go to a new level next year, thank you!
Summary of house work 3
This year, our department has completed the following work:
1, standardize the terms of service of each district and post, and improve the quality of customer service. In order to reflect the professionalism of hotel staff, in 2004 1 month, in view of the nonstandard and inconsistent service terms of all posts in our department, our department called on all districts to collect the service terms of all posts in this area, and then bound them into a book as a language guide for our communication with guests, and also as a teaching material for our training of new employees. Since the implementation of standardized terms of service, the communication between employees and customers in our department has improved significantly. However, in the later period, many employees were lax about this and were not strict with themselves, showing signs of returning to their original places. This is also a pity, but it is good to persist, and it is important to look back on the past and learn new things. Our department will intensify supervision and inspection.
2, in order to ensure the quality of room sales, strictly implement the "three-wheel system". The hotel's main income comes from guest rooms, and it is engaged in guest room work. The first thing to do is how to make the guest room a qualified commodity for sale, 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, employee self-inspection, foreman investigation and spot check, to ensure that omissions are reduced to a minimum, and we also increase the analysis of rework orders and rounds records.
3. Implement the first question responsibility system. The implementation of the first inquiry responsibility system requires a lot of information from the front desk, switchboard and service center, such as sea, land and air traffic information, tourism information, telephone numbers of important units, etc. , as well as the flexibility of employees to handle things and the potential to solve customer service needs. The first question responsibility system is that all preparations have been made before the formal implementation, requiring all positions to collect information extensively, strengthen training and study, and expand their knowledge in order to better serve the guests. Since the first inquiry responsibility system was officially implemented this year 1 month, the work has made great progress compared with last year. Last year, there were many incidents that delayed guests' time and made them angry and complain because of changing services. This year, nothing happened.
4, carry out technical training, cultivate technical experts, and effectively improve the practical level of computer room staff. In order to do a good job in guest room hygiene and service, the housekeeping department began to carry out technical training activities for employees on off-season floors in August this year to assess and evaluate their skills in room cleaning and rounds. It is found that the operation of employees is very irregular and unscientific. In view of the existing problems, the district leaders held a special meeting to analyze the existing problems, retrain employees and correct their bad operating habits. Through the inspection, the necessary effect has been achieved, the sanitary quality of the room has been improved and the phenomenon of overtime rounds has been reduced.
5. Establish a "ward round-free system", give full play to the backbone role of employees, and let the foreman have more time and energy to focus on management and employee training. In order to deepen employees' understanding of room work and strengthen their sense of responsibility, in June of this year, 5438+ 10, the housekeeping department signed an agreement on exemption from rounds with the backbone employees of each shift, allowing employees to check and correct their work, and let employees participate in the management and take charge of the shift work during the foreman's vacation, which fully reflected their own values and the trust of the hotel, and made employees more enthusiastic about their work. So far, none of the four people who applied for exemption from ward rounds made a big mistake in their work. In this way, the workload of the foreman's rounds is reduced, and more time and energy are spent on the management and training of employees, which really plays the role of a grass-roots manager.
6. Carry out various "interest classes" to enrich employees' spare time life, thus improving employees' quality. In the past two years, with the continuous expansion of the customer structure of our store, there are often some overseas delegations, such as Japanese delegations and teams from some Southeast Asian countries. The language communication barrier with guests has become the biggest problem for us to serve foreign guests well. In order to keep pace with the times, we have set up a "foreign language interest class", which uses interns who come to the store to practice foreign languages to train employees in daily (English and Japanese) aspects. Considering that the hotel business floor has added computers and opened network cables, employees are not familiar with computers. At the same time, we have set up "computer classes" and "art classes", which on the one hand reflect the value of employees with special skills in the hotel, on the other hand increase their knowledge and enrich their spare time.
7. 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 the department with the highest cost of the hotel. In line with the concept that saving is to create profits, our department calls on all employees to start from themselves, 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 aim of strengthening employees' awareness of energy conservation. The main points are as follows: ① Housekeeping department has been asking employees to recycle disposable low-value consumables for customers, such as toothpaste, toothbrushes and consumables. (2) Every morning, it is required to turn off the crossing light returning to the floor and turn it on after six o'clock in the middle shift; Unplug the power card after checking 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, the room property management has made a reasonable division of goods collection in each district according to the budget indicators issued by the hotel to the departments. Each district has a quota for the goods it applies for every month, and the receipt does not exceed 85% of the quota. If it is really necessary to exceed the quota due to work needs, it must be approved by the department manager, and the responsibility for receiving customers should be implemented to people.
8. Insist on the assessment of departments and strive to create a good working atmosphere for employees. Under the guidance of "Excellent Staff Selection Scheme", the department insists on selecting five excellent employees every month, and each employee rewards 30 yuan, which is published in internal information to stimulate the enthusiasm of employees, fully mobilize the initiative and consciousness of employees, and form a benign competitive situation that encourages advanced, spurs backward and avoids doing well and doing poorly. In order to make the management of housekeeping department more standardized and innovative, give full play to the real management level of the foreman, and motivate the team staff as the main purpose. In June this year 165438+ 10, the long-simmering "housekeeping team evaluation scheme" was implemented. Through the appraisal, some advanced teams and groups stand out, and some people who muddle along in the team no longer have a place to live, no longer stick to the rules, but catch up. The results of team evaluation will be posted every month, so that the foreman and employees of each team can understand their team's achievements and rankings more intuitively. After a month's operation, the expected effect has been achieved.
Summary of Housekeeping Department Work 4
Time flies, another year! With the steady pace of Blue Sky Hotel, we have grown for another year. The hotel is like a big family, which brings together people with lofty ideals to sweat together! We cooperate from top to bottom and unite as one, hoping to make the company usher in a redder spring in the new year!
Work can only be changed back to progress through continuous efforts and summary. In the face of fierce market competition, as a grass-roots manager of hotel housekeeping department, I should do my own work summary and planning, recognize the new development direction and accept fresh and scientific development ideas. The following is the annual work summary and plan:
1. Everything you do in your work should be in accordance with the procedural norms. At present, with the injection of new employees in our department, such an episode will inevitably appear in our work. The root of these problems is basically that we didn't follow the working procedures, so we should strengthen the training of new employees. As the foreman of grass-roots management, we should also give them on-site supervision and guidance to ensure that every newcomer can work independently after mastering work skills. So as to avoid mistakes in daily work leading to customer complaints and affecting service quality and company benefits.
2. The work arranged by the superior should be conveyed to the subordinate correctly and quickly, and the inspection work should be done well. It seems that this is a very simple and easy job to complete, but there are often problems in the process of implementation. For example, the supervisor told the foreman to do one thing 100%, the foreman told the waiter 90%, and the waiter listened to 90%, but only did 80%. If the supervisor or foreman will check the work he has arranged, he may make some compensation. And vice versa? ..。 This is just the transmission between the three levels.
Da, if there are a few more checkpoints, the consequences can be imagined. Therefore, as a foreman, communicating the work between superiors and subordinates is the key to team unity and improving work efficiency.
3. Maintenance of hotel facilities and equipment. Hotel facilities and equipment are all physical objects, whether man-made or non-man-made, they will be damaged and aged to varying degrees. Therefore, all kinds of furniture and tools should be regularly inspected and effectively maintained in normal work. For example, regularly rotate mattresses, check and ensure faucets, and maintain tables and chairs in conference rooms. Supervise the maintenance facilities and equipment, such as fire extinguishers, which are not in the department, and work closely with other departments.
4. Keep repeat customers and long private rooms, and develop new customers. (1) Pay more attention to the guests and summarize their opinions. (2) Improve the service quality, beautify the interior of the room, and provide some personalized services and value-added services to make guests feel at home. (3) Close contact and cooperation with the front desk, and the needs of the customers will converge to the front desk. If a room is needed, they can respond accurately and quickly.
5. Supervision and interaction within the team. In order to make our work system more harmonious, the internal work of housekeeping department can be graded and assessed transparently and fairly. Achieved the purpose of mutual supervision and mutual progress. On the premise of sufficient funds, employees can be arranged to interact and train to improve the internal torque of the team.
6. Save resources. You can try to recycle the surplus daily necessities used by customers as cleaning supplies, turn off the lights and turn on the lights regularly, saving resources for the company and saving money for our employees!
7. The improvement of business and theory means the improvement of comprehensive ability. I suggest that the company can take time off from work to organize some theoretical knowledge training courses to improve our ability and quality from the most basic level of the company. There is nothing to say about the working ability at the grassroots level. Improving the professional quality of new and old employees is a necessary measure to enrich the company's internal culture and enhance the company's overall image.
The above is my summary of the company's work in the past year and my preliminary ideas for the new year's work. We all hope to sum up the truest things in our hearts, so as to learn from each other and put forward opinions and suggestions on each other's work. Finally, I wish our hotel, a harmonious family, more unity and friendship in the new year and write a new chapter with the hotel!
Summary of Housekeeping Department Work 5
_ _ is the first year of the hotel's opening, and the work in _ _ is an important stage for the hotel and the department to lay the foundation. According to the overall planning of the hotel, with the care and support of the hotel leaders and the efforts of all the staff in the room service department, the room service department closely focuses on the business and carries out work in several aspects such as staff training, service, facilities and equipment maintenance and product quality control. The specific development of the above work last year is reported as follows:
I. Training
Before the hotel opened, employees went through three stages: military training, theoretical study and hotel practice. However, after the opening of the hotel, employees still have a big gap with our standards in business skills, service skills and improvisation. In response to this phenomenon, the housekeeping department also responded to the call of the hotel and always put training in the first place in room work.
According to the actual situation of employees, the department has formulated a detailed training plan and adopted various training methods for training. In terms of business skills training, we should first master the workflow and standards, and practice for employees on the spot according to the theoretical learning content, so that employees can operate in person and guide them on the spot, so that employees can master basic operating skills. I've practiced my basic skills. As long as you practice more,
The goal of improving work efficiency has been achieved. Through these trainings, employees' working hours have reached industry standards. The check-in time of the reception guests in the front hall is also kept at about three minutes, and the front desk staff of the meeting room has completely mastered the skills. Some time ago, due to the shortage of staff in the concierge department, the service quality of the concierge department decreased obviously. Through the recent personnel supplement and training, the service quality of the concierge department has been significantly improved. After the ups and downs in the quality of work in recent months, the Housing Department has deeply felt the importance of departmental training. In next year's work, the housing management department will carry out targeted training according to each position.
Secondly, in terms of services.
Whether a hotel can retain its guests depends on software, that is, service. In order to provide guests with a good sleeping condition, the housekeeping department has specially prepared pillows with various fillings, such as buckwheat pillow, chrysanthemum pillow and cassia seed pillow, for the convenience of guests who don't like soft pillows, and spare quilts are also provided in the cabinets of each room for the convenience of guests. In addition, the room also provides free fruit every day, and the bedroom and bathroom are equipped with flowers. Sending flowers to the room and free fruits are the services provided by important guests in other hotels, but in our hotel, as long as guests check in at the counter price and the agreed price, they will get a free seasonal fruit every day, and all guests will provide flowers when they check in, enjoying the treatment that only important guests in other hotels can enjoy. This measure has also been recognized by our customers. Although giving fruits and flowers free of charge every day increases the operating cost, the indirect benefits are far higher than his costs. In the future work, the housekeeping department will also provide more free services to facilitate guests' lives according to the situation, and provide guests with a home-away living atmosphere. Next year, the Housing Department will implement the Floor Butler Service Scheme. Butler service is a highly respected service in modern high-star hotels. The department will carry out this work according to its own situation, and the housekeeping department will break the existing service mode and management mode and improve the service quality and management level.
In addition, the housekeeping department will also increase the warm arrangement of rooms and strive to provide guests with a warm and comfortable living atmosphere.
The ultimate of hotel service is personalized service, satisfaction and surprise service, which is also the service goal that housekeeping department has been pursuing. How to realize personalized service? The housekeeping department held a departmental meeting for this purpose, asking each employee to pay attention to the daily life of the guests at work. Only in this way can we discover the habits of guests and provide targeted services. Guest 330 is a guest of Dafu Company and has been staying in the hotel for a long time. One day, when the housekeeping staff was cleaning the room, they found a lot of cold medicine on the guest's desk and saw that the guest was covered with two quilts, so they reported the matter to the morning shift foreman. Because the hotel stipulates that we can't buy medicine for our guests, so to show our concern, the floor foreman prepared hot ginger soup, but the guests didn't come back in the afternoon, so the early shift foreman gave it to the middle shift foreman. At about 1 1 in the afternoon, the guests returned to their rooms, and the waiter immediately sent the cooked ginger soup to their rooms. When the guests saw this bowl of hot ginger soup, their gratitude was beyond words.
Three. Maintenance and maintenance of facilities and equipment
As we all know, the room service area accounts for nearly 70% of the hotel's operating area, and the investment also accounts for a large proportion of the hotel's overall investment. Whether the guest room facilities can reach the specified service life is the key to directly affect the hotel's efficiency and long-term development. Therefore, in the maintenance of facilities and equipment, the room service department strictly implements the maintenance regulations of facilities and equipment, regularly flips mattresses, waxes furniture for maintenance, and strictly operates and uses cotton fabrics, room appliances and facilities in the right way to prolong their service life. In particular, the housekeeping department attaches great importance to carpet maintenance, requiring employees to do some 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.
Although the Housing Department has made some achievements in the first half of the year, it has also exposed some shortcomings in its operation during this period. In view of these shortcomings, the housing and construction sector will continue to improve its work in the next year, and continue to carry out various tasks around the strategic thinking of "taking management as the center" and "creating brands to promote development". While ensuring the completion of business objectives, it will continuously improve service quality, improve service facilities, and enhance the visibility and reputation of enterprises in provincial capital cities where hotels gather. Strive to provide guests with a clean, hygienic, safe and comfortable home atmosphere. At the same time, I also hope that the hotel leaders and brother departments will continue to support the housekeeping department. The above is my work report this year. Thank you!