Year-end summary of hotel housekeeping department

Summary refers to the written materials that social groups, enterprises, units and individuals review, check, analyze and evaluate after a certain period, a certain project or a certain work is completed, so as to affirm achievements, gain experience, find out gaps, learn lessons and have some regular understanding. You can make clear the direction of the next work, make fewer detours, make fewer mistakes and improve work efficiency. I think we need to write a summary. How should I write a summary? The following is my year-end summary of the hotel housekeeping department. Welcome to reading. I hope you will like it.

Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

First, there are many aspects of 20xx that are worth learning and keeping in the whole room:

Standardize the service terms of each district and post to improve the quality of customer service. 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 they were not strict with themselves, showing signs of returning to nature. 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.

In order to ensure the quality of room sales, the system of rounds is strictly implemented. 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 sell a qualified commodity, including room hygiene, facilities and equipment, and articles. In order to effectively improve the qualified rate of room quality, our department has strictly implemented the rounds system, and the effect is also very effective.

In addition, 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 room hygiene and service, we took advantage of this year's off-season to conduct technical training activities for floor staff to assess and evaluate their room cleaning skills and rounds. It is found that the operation of employees is very irregular and unscientific. In view of the existing problems, the leaders also hold a special meeting for staff above class once a week to analyze the existing problems, retrain employees and correct their bad operating habits. Through the inspection, certain results have been achieved, which improves the sanitary quality of the room and reduces the phenomenon of overtime rounds.

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. 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 purpose of strengthening employees' awareness of energy conservation, which is mainly manifested in: ① requiring employees to recycle disposable low-value consumables for customers, such as toothpaste that can be used as a cleaning agent, recycled toothbrushes, combs, etc. (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 guest room property management makes a reasonable division of goods recipients in each district according to the budget indicators issued by the hotel to the departments. Each district applies for a quota of goods every month, and the goods received shall not exceed 85% of the quota. If it is really necessary to exceed the quota due to work needs, it can only be collected after the instructions of the department manager, and the responsibility for collecting the guest items lies with the people.

Adhere to departmental assessment and strive to create a good working atmosphere for employees. The department rewards the model ambassador with 100 yuan every month and posts it in the store, which stimulates the enthusiasm of employees, fully mobilizes the initiative and consciousness of employees, and forms a benign competition situation that encourages the advanced and spurs the backward, avoiding doing well and doing badly.

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. In 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 sanitary condition of the hotel 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.