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:
1.20XX annual total room business 10000 rooms, with an average monthly turnover 10000 rooms. The room occupancy rate is 0, and all indicators are higher than 20XX 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.
extreme
Looking back on 20XX's work, I feel that 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 guarantee of 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 will save work throughout the year and make every effort 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. In 20XX, I completed the following work:
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.
Tisso
Xxxx is the first year of hotel opening, and working in xxxx is an important stage for hotels and departments 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 operation and carries out work in employee 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, show the learning materials to employees on the spot according to the theory, and let employees operate in person and give on-site guidance, so that employees can master the basic operating skills. I've practiced my basic skills. As long as you practice more, the goal of improving work efficiency will be realized. Through these trainings, employees' working hours have reached industry standards. The check-in time for the reception guests in the front hall also lasted about three minutes, and the front desk staff of the conference row room had 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 good sleeping conditions, 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 available in the cupboard of each room for the convenience of guests. In addition, the room also distributes free fruit every day, and the bedroom and bathroom of the room are equipped with flowers. Room flowers and free fruits are the services that important guests bring when they stay in other hotels, but in our hotel, as long as guests stay at the counter price and the agreed price, they can get a free seasonal fruit every day, and all guests will send 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 bring more free services to facilitate guests' lives according to the situation, and bring guests a home-away atmosphere. Next year, the Housing Department will implement the Floor Butler Service Scheme. In modern high-class hotels, butler service is a highly respected service. 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 layout of the rooms and strive to bring warm and comfortable living atmosphere to the guests.
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. Personality is the maintenance of the carpet, and the housekeeping department attaches great importance to it, 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.
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 problem of air conditioning leakage in the room in summer. Some time ago, the guest complained that the bathroom in the room smelled bad. After investigation, it was found that the floor drain in the bathroom did not bend back, which led to the odor being directly emitted indoors. The housekeeping department and the engineering department immediately asked for instructions and decided to replace the floor drains in all rooms, which completely changed the problem of odor in the bathroom. Although some facilities and equipment have been improved through the efforts of engineers in the past year, there are still many problems in the overall maintenance of our rooms, which need to be solved by the engineering and housing management departments in next year's work.