How to write a summary of the work of the housekeeping department

Summary refers to written materials that summarize and summarize the experience or situation in work, study or thought at a certain stage. It can help us find the rules in study and work, and let us do it. Write your own summary. So how should we write a summary? The following is a summary of the work of the housekeeping department compiled by the editor. I hope it can help everyone!

Summary of the work of the housekeeping department 1

Time flies It’s so fast, the first half of the year has passed in a flash! If it weren’t for the impact of the epidemic, I think our hotel business would be even better! In the first half of this year, most hotels were used for specialized isolation work. Our guest room department specifically The work is summarized as follows:

1. Actively cooperate with the country’s work to provide room service

This hotel has always been a hotel that actively responds to the country’s call. In the work of our room department in the first half of the year , the main job is to actively cooperate with the work of the country and perform a series of guest room services related to the needs of the country. We have accepted many customers from the mainland, as well as many customers from abroad. When they need help, we provide them with timely help so that they can stay in our hotel with peace of mind. In this series of room services, our housekeeping department has also maintained close contact with the hospital to ensure the safety of our hotel guests and employees as much as possible.

2. Conscientiously maintain the quality of clean and tidy guest rooms

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 keep our health status at a high level. In the first half of the year, our housekeeping department sent a large number of employees to maintain sanitary conditions and carry out daily disinfection and daily cleaning. Even for customers who stayed in the hotel for a long time, we also did the work of disinfecting and cleaning customers at their door. We conscientiously maintain the quality of clean and tidy guest rooms, so that every customer who comes to stay in our hotel will praise us for the hygiene and reassure them. Our housekeeping department is pleased with this evaluation. After all, we really took this matter very seriously in the first half of the year. It is a small thing worth mentioning to make everyone feel more at ease!

3. Expand the guest room training in the first half of this year

In the first half of the year, our guest room department was busy, but this is not a reason to prevent us from conducting guest room training. In the first half of the year, our housekeeping department still tried every means to squeeze out time to train our housekeeping department employees, so that everyone can work in a more orderly and orderly manner and get praise from hotel guests. The training in the first half of this year mainly focused on how to receive overseas tourists. It improved the English proficiency of some employees whose English was relatively backward. It also taught all housekeeping department employees how to treat guests who need to be quarantined more politely. , so that these residents will not have excessive impact on their physical and mental health due to fear.

The main work of our housekeeping department in the first half of the year was almost the above. These tasks may seem like nothing, but in fact they made 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? We can only stay in good shape as much as possible and deal with them proactively.

Housekeeping Department Work Summary 2

I am Xu __. The tense and busy year is about to end. Looking back on my work this year, I have many gains and achievements. experience. In order to take the department's work to a higher level next year, it is necessary to summarize the gains and losses in this year's work. Let's summarize my work below.

Overall review of work:

Profitability is the first goal of an enterprise and the only guarantee for its survival. The work of a department must also focus on the central work of the enterprise. Make a fuss. As a service department, the housekeeping department is our first priority to provide guests with a clean, quiet, comfortable and warm resting environment, but at the same time we are also responsible for generating revenue and reducing expenses for the company. Over the past year, through the joint efforts of all employees and department managers, the parts with operating indicators have completed the tasks assigned to us by the leaders of the villa at last year's work meeting.

While working hard to generate income, we also do not forget to save. The department carries out the saving work throughout the year, and does its best to reduce costs while ensuring the quality of work and not affecting customer service. We are fully aware of every penny saved. The money is the group's profits.

In ____, I completed the following work:

1. Learn and standardize the service terms of the position, and strive to improve the quality of customer service. In order to reflect the professionalism of hotel staff, in view of the fact that I am not familiar with and non-standardized the service terms of each position, I learned the service terms of the position among my colleagues and during the training of the manager in charge of the guest rooms of the group, and carried out the essence retention. Remove the bold and then absorb it for use as my language guide for communicating with guests. Since I started standardizing my service terms, my communication with customers has improved significantly. So in any period of work, the most important thing is persistence, reviewing the past and learning new things. I will increase the intensity of learning and application of this.

2. Increase revenue and reduce expenditure, reduce costs and increase efficiency, starting from scratch. The guest room department is the main revenue-generating department of the company, and its cost is also very high. Based on the idea that saving is creating profits, my colleagues and I start from ourselves, start from scratch, and eliminate all waste. The main performance In: ① Recycle disposable low-value consumables for guests, such as toothpaste, which can be used as a cleaning agent ② It is required to turn off the aisle lights on the check-out floor every morning and turn them on after six o'clock in the night shift; unplug and remove after check-out If the electricity card is implemented day after day, the company can save a lot of money in electricity bills.

3. In order to do a good job in the sanitation and service of the guest rooms, the leaders often assess and evaluate our room cleaning skills and ward rounds. From this, we found out whether there were any non-standard and unscientific problems in our operations. In response to the existing problems, the district leaders and above held a special meeting to analyze the existing problems, retrain the employees, and correct the bad operating habits of the employees. We also used the off-season to practice continuously and carefully cleaned and inspected each room. Through the assessment, we achieved certain results. The sanitary quality of the rooms was improved and the number of overtimes for ward rounds was reduced.

4. The leaders adopted centralized training, special training, individual guidance training and other methods for employees, which greatly improved employees' hotel awareness, further deepened the service concept, and made employees consciously take a smile. We have a clear understanding of what personalized service is, from sensibility to rationality, and the entire group has formed a good atmosphere of "all work is to satisfy guests." This deepens employees' comprehensive review and improvement of early job training, department training, and team training from theory to practice.

Due to various reasons, there are some problems in my work:

1. It is easy to bring personal emotions to work. When I am happy, I am enthusiastic and thoughtful, and when I am unhappy, I am negligent. , try to overcome this situation as much as possible in the future, and truly establish in your mind: the consciousness that the customer is God.

2: The cleanliness of rooms and public areas needs to be further improved.

3: The service standards of each position need to be further strengthened.

4. The facility and equipment maintenance plan has not been implemented in place.

5. Due to poor consideration when handing over the class, I thought that small problems did not need to be explained clearly, which led to the occurrence of problems of this kind. The school does not know that small things can easily lead to big mistakes. We must take strict precautions in the future to avoid mistakes. .

My plans for next year are:

1. Do every job carefully every day.

2. Refine service measures to improve guest satisfaction.

3. Strengthen education and training and enhance the quality of the workforce.

4. Standardize management and promote the healthy and orderly development of enterprises.

5. Strengthen marketing and continuously adjust the customer source structure.

6. Do a good job in sales to door-to-door individual customers.

7. Make reasonable reservations during peak seasons to maximize sales.

8. Standardize the message service to make guests feel our professional management level and hotel service level.

9. Learn more other things and enrich yourself.

Practice has proved that as market competition intensifies, guests have more options to choose hotels. To improve the hotel's "marketing competitiveness", we must first innovate concepts, timely adjust business strategies and policies, optimize and design our own products, Only by making strategies innovative and changeable, and operating policies constantly and flexibly introducing new ones according to different seasons, can the guest room occupancy rate continue to maintain a high level under severe circumstances.

In the coming days of ____, we will set sail again and embark on a new journey. I will hold myself to higher standards and work hard to create new benefits for the company.

Finally, I hope that by today next year, everyone will step onto a new level and reach a higher level. Thank you!

Housekeeping Department Work Summary 3

This year, our department completed the following tasks:

1. Standardize the service terminology of each district and position to improve the quality of customer service. In order to reflect the professionalism of hotel staff, in January 2004, in view of the non-standard and inconsistent service terminology of various positions in our department, our department called on each district to collect the service terminology of each position in the district, and carry out the process of retaining the essence and eliminating the rough. , and then bound into a volume, which serves as a language guide for our communication with customers. At the same time, it will also be used as a teaching material for training new employees. Since the implementation of standardized service terms, our staff have made significant improvements in customer communication. But in the later period, many employees relaxed about this, were not strict with themselves, and showed signs of returning to the original state. This is also a pity, but the most important thing is persistence, and the most important thing is to review the past and learn the new. Our department will do this Increase supervision and inspection efforts.

2. In order to ensure the quality of guest room sales, the "three-level room inspection system" is strictly implemented. The hotel's main revenue comes from guest rooms. When working in guest rooms, the first thing to bear the brunt of is how to make the guest rooms a qualified product for sale, which includes room hygiene, facilities and equipment, items, etc. In order to effectively improve the guest room quality pass rate, our department strictly implements The "three-level ward rounds system" includes employee self-examination, foremen's census, and spot inspections, which ensures checks at all levels and strives to minimize omissions. It also adds "Rework Order" analysis and "Ward Inspection Records" to check each guest room. It is more intuitive to use data to reflect the existing problems in the inspection of indicators. According to statistics, the guest room quality compliance rate of our department in 2004 was 98%.

3. Implement the first-inquirer responsibility system. Implementing the first-inquirer responsibility system requires front-line positions such as front offices, switchboards, and service centers to master a large amount of information, such as sea, land, and air traffic information, tourism information, and various other information. The phone numbers of important units, etc., as well as the employees' ability to respond flexibly to deal with things and their ability to solve customer service needs. The first question responsibility system requires all preparatory work to be done before it is officially implemented. It requires each position to collect information extensively, strengthen training and learning, and expand their knowledge in order to provide better services to guests. Since the first question responsibility system was officially implemented in January this year, the work has made great progress compared to last year. Last year, there were many cases of customers being angry and complaining due to delays in customer service due to service changes. This year, there are no cases.

4. Carry out technical training, cultivate technical experts, and effectively improve the practical level of guest room staff. In order to improve the sanitation and service of guest rooms, the housekeeping department has taken advantage of the off-season since August this year to carry out technical training activities for floor employees, and assess and evaluate employees' room cleaning skills and ward rounding skills. It was found that the employees' operations were very irregular and unscientific. In response to the existing problems, the district leaders and above held a special meeting to analyze the existing problems, retrain the employees, and correct the employees' bad operating habits. Through the assessment, certain results have been achieved. The hygiene quality of the rooms has been improved and the number of overtimes in ward rounds has been reduced.

5. Establish a "ward rounds-free system" to give full play to the backbone of employees, allowing the foreman to have more time and energy to focus on management and employee training. In order to deepen employees' understanding of guest room work and strengthen their sense of responsibility, in October this year, the housekeeping department signed the "House Round-Free Agreement" with the key staff of each team to allow employees to self-examine and correct their own work, and to allow employees to self-examine and correct their work. Employees participate in management and are responsible for replacing the foreman during his vacation, which fully reflects the employees' own value and the hotel's trust in them, making employees more enthusiastic about their work.

So far, none of the four people who have applied for exemption from ward rounds has made major work mistakes. In this way, the foreman's workload in ward rounds is reduced, and more time and energy are devoted to employee management and training, allowing the foreman to truly fulfill his job functions as a grassroots manager.

6. Carry out various "interest classes" to enrich employees' spare time life, thereby improving the quality of employees. In the past two years, with the continuous expansion of our hotel's customer source structure, we often have overseas groups, such as Japanese groups and groups from some Southeast Asian countries, staying at our hotel. The barrier in language communication with our guests has become the biggest obstacle for us to provide good service to foreign guests. problem. In order to keep pace with the times, we used the foreign language major interns who came to the hotel to set up a "foreign language interest class" to train our employees in daily (English, Japanese) language; considering the development of the hotel's business floor, we added Computers and network cables were installed, and the employees were all unfamiliar with computers. We also ran a computer class and an art class. On the one hand, this reflects the value of employees with special skills in the hotel. On the other hand, In terms of aspects, it has increased the knowledge of employees and enriched their spare time life

7. Increase revenue and reduce expenditure, reduce costs and increase efficiency, starting from scratch. The housekeeping department is the main revenue-generating department of the hotel, and it is also the department with the highest cost. In line with the idea that saving is creating profits, our department calls on all employees to start from themselves, start from scratch, and eliminate all waste. At the same time, energy conservation is also included as an assessment item in the employee skills assessment, with the purpose of strengthening employees' awareness of energy conservation. This is mainly reflected in the following: ① The housekeeping department has always required employees to recycle disposable low-value consumables for guests, such as toothpaste, which can be used as a cleaning agent After use, toothbrushes and combs can be recycled and sold to scrap collection stations. ② It is required to turn off the aisle lights on the check-out floor every morning and turn them on after six o'clock in the middle shift; unplug the power sign after check-out; turn on the air conditioner in the room before the guest arrives and other energy-saving measures, so that every day Implemented day after day, the hotel has saved a lot of electricity bills. ③In order to control the cost of items, the guest room property management has reasonably divided the items for each management area according to the budget indicators issued by the hotel to the department. Each area has a quota for the items it applies for every month, and the goods cannot be received. 85 that exceeds the quota, if it is really necessary to exceed the quota due to work needs, can only be collected after the department manager has given instructions, and the person responsible for receiving customer supplies must be assigned.

8. Persist in doing a good job in department evaluation and strive to create a good working atmosphere for employees. Guided by the "Excellent Employee Selection Plan", the department insists on selecting 5 outstanding employees every month, each with a reward of 30 yuan, and publishes it in the "Internal Information" to stimulate employees' work enthusiasm and fully mobilize their initiative and Consciousness, thus forming a healthy competition situation that encourages advanced and promotes backward, and avoids doing good and bad things in the same way. In order to make the management work of the housekeeping department more standardized and innovative, the real management level of the foreman should be fully utilized, and the purpose of stimulating the work enthusiasm of the team members. In November this year, the long-awaited "Housekeeper Department Team Evaluation Plan" began to be implemented. Through merit evaluation, some advanced teams can stand out, and some people who have been dawdling in the team no longer have a place to stay and no longer abide by the rules, but strive to catch up. The results of team evaluations are posted on a list every month so that foremen and employees of each team can more intuitively understand the results and rankings of their teams. After one month of operation, the expected results were achieved.

Housekeeping Department Work Summary 4

Time flies, another year! We have grown for another year with the steady pace of Blue Sky Hotel. The hotel is like a big family, where we, a group of people with destiny and lofty ideals, gather together to work hard! We work together from top to bottom and unite as one, hoping to make the company usher in a brighter spring in the new year!

Work can only be achieved through continuous efforts and summary. In the face of fierce market competition, as a grassroots manager of the hotel room department, I should make my own work summary and plan in order to recognize the new situation. The development direction accepts fresh and scientific development ideas. The following is the annual work summary and plan:

1. Everything you do at work must be done in a standardized manner.

At present, there are new employees in our department, and it is inevitable that there will be small episodes of one kind or another in the work. The root cause of these problems is basically that the work procedures are not followed, so the training of new employees must be strengthened. As a grassroots management foreman, you should also provide on-site supervision and guidance to them to ensure that each new employee is proficient in work skills and can work independently before taking up the job. This prevents mistakes in daily work that may lead to customer complaints and affect service quality and company efficiency.

2. The work assigned by superiors must be communicated to subordinates accurately and quickly, and inspections must be done. It seems that this is a very simple and easy task to complete, but problems often occur during the execution process. For example, the supervisor told the foreman that it costs 90 cents to do something, and the foreman conveyed it to the waiter that it cost 90 cents. The waiter listened to 90 cents, but only did 80 cents. If the responsible supervisor or foreman checks the work he has arranged, he may make some amends. Or vice versa?... This is only communication between three levels. If there are a few more levels, the consequences can be imagined. Therefore, as a foreman, bridging 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 real objects, and they will suffer various degrees of damage and aging, man-made or non-man-made. Therefore, in daily work, various furniture and tools must be regularly inspected and effectively maintained. For example, regular mattress rotation, faucet inspection and warranty, conference room tables and chairs maintenance, etc. Our department must supervise and supervise the maintenance of facilities and equipment, such as the care and replacement of fire extinguishers, and work closely with other departments.

4. Retain repeat customers and long-term private rooms and develop new customer sources. (1) Increase visits to customers and summarize their opinions. (2) Improve service quality, beautify guest room interiors, and provide some personalized services and value-for-money services to make guests feel at home. (3) Close contact and cooperation with the front desk. The needs of staying customers are summarized at the front desk. If a guest room is needed, an accurate and quick response can be made.

5. Supervision and interaction within the team. In order to make our work system more harmonious, the internal work of the housekeeping department can be divided into transparent and fair scoring and assessment. The purpose of mutual supervision and common progress has been achieved. On the premise of sufficient funds, employee interaction and training can be arranged to increase the torque within the team.

6. Resource conservation. You can try to recycle the remaining daily necessities used by customers as cleaning supplies, turn off the lights regularly, save resources for the company and save money for our employees!

7. The improvement of business and theory is comprehensive. Improvement of capabilities. I suggest that the company can take out time after work to organize some theoretical knowledge training courses to improve our capabilities and quality starting from the lowest level of the company. There is nothing to say about the working ability of the grassroots. The improvement of the professional quality of new and old employees is a necessary measure to enrich the company's internal culture and improve the company's overall image.

The above is my summary of the company's work over the past year and my preliminary ideas for the work in the new year. We all hope to summarize the truest things in our hearts so that we can learn from each other and provide opinions and suggestions for each other's work. Finally, I hope that our hotel, a harmonious family, will be more united and love each other in the new year, and jointly write a new chapter for the hotel!

Housekeeping Department Work Summary 5

__ is the first year since the hotel opened. The work in __ is an important stage for the hotel and the department to lay a solid foundation. According to the overall plan of the hotel, the housekeeping department, with the care and support of the hotel leaders, has worked hard with the efforts of all housekeeping department employees. With hard work, the Housekeeping Department has focused on operations and carried out work in several aspects such as employee training, services, facilities and equipment maintenance, and product quality control. The specific progress of the above work last year is now reported:

1. Training

Before the opening of the hotel, although the employees went through three stages of military training, theoretical study and hotel internship, after the opening of the hotel, the employees left us in terms of business skills, service skills and on-the-spot response. There is still a big gap in the standards. In response to this phenomenon, the housekeeping department also responded to the hotel's call and always put training work at the top of the guest room work.

Although the Housekeeping Department has achieved some results in the first half of the year, some shortcomings have also been exposed during this period of operation. The Housekeeping Department will continue to improve its work in response to these shortcomings in next year's work and continue to focus on We carry out all work with the strategic thinking of "creating brand and seeking development" as the center. While ensuring the completion of business goals, we will continue to improve service quality, improve service facilities, and increase corporate visibility and reputation in the provincial capital where hotels are gathered. We strive to provide guests with a clean, safe, comfortable and homely atmosphere! At the same time, we also hope that hotel leaders and brother departments will continue to support the work of the Housekeeping Department. The above is my work report for this year. Thank you!