The hotel’s annual guest room work summary

Summary is a comprehensive and systematic summary of a period of study, work or its completion. It can clarify the direction of the next step of work, avoid detours, make fewer mistakes, and improve work efficiency. It is time Write a summary. So how to write a new summary? The following is a summary of the hotel’s annual guest room work that I collected for everyone. You are welcome to learn from and refer to it. I hope it will be helpful to everyone. Summary of the hotel’s annual guest room work 1

The tense and busy 20xx year is about to pass. During this year, under the correct guidance of the hotel, with the care and support of the hotel leaders, and with the hard work of the employees, our guest room department With hard work and close cooperation from various departments, the hotel successfully passed the star re-evaluation work of the Municipal Tourism Commission. This laid a more stable foundation for next year’s work.

1. Focus on service quality and health quality as the key, and do a good job in reception work and star re-evaluation.

Creating a clean and comfortable environment is one of our goals. To this end, our hotel has carried out a comprehensive renovation of the guest rooms on the third to eighth floors in the first quarter. Computers and smart toilets are installed. Replaced the bedside backrest, sofa, chair decorative fabrics, etc. The addition and placement of items have been rigorously and carefully studied and discussed, striving for perfection to ensure the class and comfort of the guest rooms. Moreover, the bedding (including sheets, pillow cores, quilts) in the room has been comprehensively updated. Green plants were also planted in the room and roses were placed on the bed. It makes our rooms more warm, embodies the green concept, and makes customers feel value for money. Not only that, antique furniture is also placed in the elevator hall to reflect the hotel's noble and elegant cultural heritage. And with the close cooperation of various departments, we worked overtime and overcame various difficulties to complete the placement and cleaning and maintenance of the guest rooms as soon as possible, making our contribution to the hotel's revenue.

2. Implementation of training work

Due to various reasons, the turnover of employees in the housekeeping department is quite large, and the newly recruited employees are not familiar with many jobs, which causes considerable difficulties and difficulties in management. This has greatly inhibited service quality and improvement. In response to this problem, we have conducted comprehensive system training for our employees, from appearance to etiquette, from entry standards to cleaning quality, from theory to practice, and we have taken the trouble to teach them repeatedly until they can operate independently.

In addition, we have intensified training for the housekeeping center, because the housekeeping center is the hub of the hotel, and every phone call and every detail can reflect the hotel's image and service quality. We have conducted one-on-one intensive training and follow-up supervision on a series of services including answering phone calls, guest service, handling leftover items, and checking out, emphasizing the importance of their positions and eliminating many bad factors. bud.

3. Maintenance and maintenance of facilities and equipment

Maintenance and maintenance of facilities and equipment are the basis for improving hotel efficiency and long-term development. Therefore, when it comes to the maintenance of facilities and equipment, the housekeeping department strictly implements the facilities and equipment maintenance regulations, regularly flips mattresses, regularly waxes and maintains furniture, and strictly operates and uses cotton fabrics, room electrical appliances, and facilities and equipment in correct ways to extend their service life. . Especially for the maintenance of carpets, the housekeeping department attaches great importance to it and requires employees to do "spot" cleaning in time whenever they find spot stains on the carpet during their daily work. This will not only reduce the number of times the carpet is washed, but also Can maintain the overall hygiene of the carpet. Regarding the overall care and maintenance of the room, we inspect the facilities and equipment every day and report problems for repair and acceptance in a timely manner.

4. Cost reduction and expenditure reduction are effective

Cost reduction, expenditure reduction and expense compression are a task that our guest room department has always implemented. From the reasonable arrangement of personnel to the purchase and distribution of consumables, we are strictly controlled to ensure unnecessary expenses. At the same time, this year we require employees to turn off air conditioning and lighting in time when cleaning the room to ensure unnecessary waste. Strengthen the scrapping and replacement procedures for cotton products. Saving expenditures also cultivates employees' awareness of economic and environmental conservation.

5. Safety awareness alarm bells are always ringing

Safety work is crucial to both individuals and hotels. We not only require our employees to be cautious and aware of self-protection on their way to and from get off work, but also to pay attention to fire prevention and theft prevention in the workplace.

In the first half of the year, a violent incident occurred in our hotel, which sounded the alarm for the safety of our hotel. Protecting the property and personal safety of our guests is our top priority and a top priority. Remind guests of valuables storage, door insurance, and the use of anti-theft chains to fundamentally protect guests' personal and property safety. On November 10, we carried out fire safety training and drills to ensure that everyone knows the "four abilities" and understands the use of fire protection facilities and equipment to prevent accidents. Summary of the hotel's annual guest room work 2

Time flies and the years change. We bid farewell to the glorious 20xx and ushered in the wonderful 20xx. In the past year, the guest room department has made the right contribution to the group company. Under the leadership of Ding Qianghua, the general manager of the hotel, all employees of our department worked hard, were proactive, strictly abided by the rules and regulations of the hotel, and successfully completed the task indicators assigned by the group company. They were highly praised by the leaders. Now we will The work report is as follows:

1. Our department has completed the following tasks

1. Standardize the service terms of each branch and position to improve the quality of customer service

Since the implementation of standardized service terms, our staff have made significant improvements in customer communication. But in the later period, many employees became lax about this, were not strict with themselves, and showed signs of returning to their original ways. 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 Checking System" is strictly implemented.

The hotel's main business income comes from guest rooms. When engaging in guest room work, the first thing to bear the brunt of is how to make the guest rooms a qualified product for sale. It includes room sanitation, facilities and equipment, supplies, etc. In order to effectively improve the guest room quality qualification rate, our department strictly implements the "three-level ward inspection system", that is, employee self-examination, foreman census, and supervisor spot inspection, so as to ensure that all levels are checked and strive to Minimize omissions.

3. Implement the first-inquiry responsibility system

The implementation of the first-inquiry responsibility system requires front-line positions such as the housekeeping center to have a large amount of information and the flexibility of employees to handle things. Ability to solve customer service needs. Each position is required to collect information extensively, strengthen training and learning, and expand their knowledge in order to better provide services to guests.

4. Carry out technical training, cultivate technical experts, and effectively improve the practical level of guest room staff

In order to do a good job in the sanitation and service of the guest rooms, the housekeeping department takes advantage of the off-season to conduct floor inspections Employees carry out technical training activities to assess and assess their room cleaning skills and ward rounding skills. It was found that the employees' operations were very unstandardized and unscientific. In response to the existing problems, the leaders and above held a special meeting to analyze the existing problems, retrain the employees, and correct the employees' bad operating habits.

5. Increase revenue and reduce expenditure, reduce costs and increase efficiency, start from scratch

Guest rooms are the main revenue-generating department of the hotel, and they are also the department with the highest cost. With the idea of ??profit in mind, all employees in the department start from themselves, start from scratch, and eliminate all waste. At the same time, in the employee skill assessment, energy conservation is also an assessment item. The purpose is to strengthen employees' energy conservation awareness, which is mainly reflected in:

① Require employees to recycle disposable low-value consumables for guests. For example, toothpaste can be used as a detergent, and toothbrushes and combs can be sold to scrap collection stations after recycling.

② It is required to turn off the lights when cleaning the room every day, unplug the power sign after check-out, turn on the air conditioner in the room before the guest arrives, etc., and adopt energy-saving measures every day. After one day of implementation, the hotel saved a lot of electricity bills.

③In order to control the cost of items, the manager reasonably divided the items received by each sub-department based on the budget indicators issued by the hotel to the departments. The items requested by each sub-department every month were equal. There is a quota, and the goods received must not exceed 85% of the quota. If it is indeed necessary to exceed the quota due to work needs, it must be approved by the manager before it can be collected, and the person responsible for receiving the customer supplies must be responsible.

6. Persist in doing a good job in department evaluation and strive to create a good working atmosphere for employees

The department follows the "Excellent Employee Selection Plan" as a guide and insists on selecting outstanding employees every month , stimulate employees' enthusiasm for work, fully mobilize their initiative and consciousness, thereby forming a healthy competition situation that encourages advanced and spurs backward, and avoids doing the same good and bad things.

7. Establish engineering maintenance files to track guest room maintenance status

The housekeeping center has established engineering maintenance files to record some special maintenance projects to facilitate timely tracking and understanding of guest room maintenance status. , thus more effectively guaranteeing the integrity of the facilities and equipment of the rooms to be sold, and at the same time providing a better understanding of the operating status of the facilities and equipment of a room over a period of time.

8. Ensuring timely and accurate check-in and check-out has always been a major difficulty for our department. If it is not done well, it will not only leave a bad impression on the guests, but also leave a bad impression on the guests. And it will bring economic losses to the hotel. Through continuous exploration, according to the characteristics of the guests staying in the hotel, if there is no exact check-out time, we will take the initiative to find the relevant person in charge or ask the switchboard if there is a wake-up time, understand the guest's wake-up time, and then calculate the guest's check-out time. According to statistics, the timeliness and accuracy of check-out this year have been significantly improved compared to last year. However, we have not yet reached a consensus with the front office on some check-out issues, but we will continue to work hard based on the principle of safeguarding the hotel's interests.

2. Work shortcomings and experiences

1. The "please clean now" sign is missing, causing the guest to be unable to notify the waiter in time when he requests cleaning; when the guest washes his hands, the ring and There is no special place for storing accessories, so they can easily get lost.

2. The training scope of employees is narrow and limited to sub-departments and departments. We hope to get more professional and higher-level hotel talents for training.

3. The IC card printing system is aging, which reduces the receptionist’s work efficiency and frequently causes waiters to come to open rooms.

4. Ineffective health and epidemic prevention, lack of investment, and unprofessionalism have resulted in unsatisfactory prevention and control of the "four pests".

5. The peripheral plants are not well maintained, the indoor plants are uncoordinated, and the varieties are monotonous.

3. The main tasks planned to be completed in the next year:

1. Continue the department’s energy saving and consumption reduction work, and seek the cooperation of the engineering department to improve the guest rooms from the perspective of environmental protection and economics. Use water for adjustment; it is recommended to replace some guest items in the hotel with more environmentally friendly and cost-effective guest items, strengthen the management and control of materials and energy consumption, make rational use of every material, and eliminate waste and useless purchases.

2. In order to improve the quality of business guest rooms and promptly renovate and decorate the current status of hotel rooms, the hotel plans to renovate the floor guest rooms. The department will pay close attention to the decoration trends and provide timely and proactive support to various projects. Preparatory work is carried out and arranged, and accurate adjustments need to be made in a timely manner for the rational use of department manpower.

3. Organize and implement department skills competitions to enhance employees’ skills and operational literacy.

4. Cooperate with relevant departments to change employee uniforms. According to the plan, the uniforms of employees in relevant departments will be adjusted and replaced next year.

5. Facilities and equipment maintenance plans shall be arranged and implemented in a timely manner. According to the work plan, large-scale maintenance plans are implemented in the off-season, and small-scale and small-scale equipment maintenance such as maintenance of lobby floors, polishing of stainless steel products in guest rooms, cleaning of toilet water tanks, and descaling of hot water kettles, etc.

6. Cooperate with the Human Resources Department to recruit personnel who are missing relevant positions in the department.