How to do a good job in the management of hotel housekeeping department

First, pay attention to quality, improve service and increase room revenue.

Quality should be the starting point and the end result of all the work of tourist hotels, so as to promote the continuous improvement of hotel service quality. The hotel should establish a systematic quality inspection and supervision system, and implement any quality problems and give feedback. Quality should be all-staff, all-process and all-round management. The quality of housekeeping department includes service quality and sanitary quality. When grasping the quality of service, we should first pay attention to cultivating employees' service consciousness, let employees grasp the essence of service work, correctly understand the relationship between guests and employees, establish the idea that "guests are God" and "guests are always right", and actively implement this concept in practical work, taking providing warm and polite service to guests as part of their work and their due duties, actively providing services to guests and thinking about what guests think. Secondly, employees should be trained intensively to master service skills and enhance their adaptability. While adhering to standardized services, they should try their best to provide personalized services for their guests. Thirdly, we should guide the staff to provide "smile service" for the guests, so that the element of smile can penetrate into the "products" provided by the hotel for the guests, and at the same time try to address the guests by their names to make them feel cordial; Fourth, pay attention to service efficiency and take efficiency as one of the important standards to measure service work. The timeliness and accuracy of the services provided directly affect the satisfaction rate of guests to the hotel. Finally, always ask the guests for their opinions on the service quality, visit the guests regularly or irregularly, and improve the service quality with the opinions of the guests as the starting point.

Second, strengthen management, reduce costs and improve the economic benefits of guest rooms.

Strengthening management is an eternal topic. As the main revenue-generating department of the hotel, the housekeeping department should pay more attention to management, because its management directly affects the economic benefits of the hotel. First of all, the housekeeping department is responsible for the management of most of the hotel assets. We should register every property within our jurisdiction, regularly check whether the accounts are consistent with the facts, prevent the loss and damage of property, be aware of it, and ensure that the inventory is reasonable and not overstocked. The second is to strengthen the management of mobile needle cotton products. Because of its variety, large quantity and different storage locations, it is difficult to manage, so it is necessary to register, check whether it is correct at any time, and find and analyze the reasons in time. Third, for the management of low-quality goods, it is necessary to formulate relevant regulations, advocate environmental awareness, and try to save every seemingly insignificant item; Fourth, reasonably organize employees, arrange work, and try to save labor costs; The fifth is to implement the "saving project", starting with saving every kilowatt-hour, every ton of water and every piece of paper, so as to minimize the cost. You know, in such fierce market competition, how difficult is it to create economic benefits by increasing operating income? Only by continuously reducing costs can hotels get better economic benefits in the competition and remain invincible forever.

Third, pay attention to training, stabilize the team and improve the quality of personnel.

The characteristics of the hotel industry determine that the mobility of its employees is relatively large, and the loss of employees directly affects the service quality and hygiene of the hotel. How to stabilize the workforce should be our research topic. In order to effectively stabilize the housekeeping staff, we must first give good development space. The staff in the hotel industry tend to be younger, so we should always study the psychology of young people, communicate with employees, care about their lives and work, be strict and caring, and let employees really become friends with managers, work hard and be happy in their spare time. Secondly, to treat employees' mistakes correctly, we should give correct guidance, not "kill them with one stick", do more ideological and political work and pay attention to working methods; Third, pay attention to the training of employees and adopt various effective training methods, so that employees always have the goal to pursue and develop themselves. The training of employees is a long-term job, including not only the training of business skills, but also the training of cultural quality. It is necessary to understand and analyze the shortage of employees regularly, conduct targeted training for employees, and cultivate and bring up a high-quality workforce.

Four, strictly regulate the property management, do a good job in the maintenance of facilities and equipment.

The maintenance of hotel facilities and equipment is one of the important tasks of housekeeping department. For the maintenance of guest room facilities, it is necessary to formulate relevant specifications, adopt correct maintenance methods and maintain them in time; The maintenance of the equipment shall be carried out in accordance with the equipment instructions and precautions in operation, and the equipment shall not be damaged. At the same time, the guest room facilities and equipment, to establish accounts, so that the accounts are consistent; Establish equipment cards for equipment, record its maintenance, and designate special personnel to manage important equipment.

Five, engage in activities, entertainment, active amateur cultural life of workers.

The work of housekeeping department is very normative and boring. Repeating the same work day after day and year after year is easy to make employees feel bored. In order to stimulate the enthusiasm of employees, the housekeeping department should combine the actual situation and make use of the ready-made resources of the housekeeping department to engage in some lively, interesting and passionate activities. Such as service skill competition, personalized service display, table tennis competition, table tennis competition, karaoke competition, simulated foreign language service, gala, hometown (family) friendship forum, visiting brother hotels and other activities, not only enlivened employees' amateur cultural life, but also enabled employees to learn knowledge and skills in the activities. Only by reasonably arranging some activities can employees be freed from boring work, and at the same time, they can enhance their self-confidence and self-esteem and make them feel that they are not just cleaning.

Vi. Precautions for mobilization, security and guest room safety.

Guests' requirements for the hotel are to provide warm and thoughtful service, comfortable and elegant, clean and sanitary rooms. But these are all based on safety, and safety needs are every need of the guests. Therefore, safety management is an important part of the hotel, especially the room management. To do a good job in the safety of housekeeping department, we must first formulate the corresponding safety system, make rigid provisions on key management, cup disinfection and fire prevention, and strictly implement them; Secondly, we should guide employees to establish a solid sense of safety, always think about safety and always pay attention to safety; Thirdly, employees are often trained in safety knowledge, especially fire-fighting knowledge, so that everyone can master the use of various fire-fighting facilities and enhance their ability to deal with emergencies; Finally, it is necessary to formulate a strict reward and punishment system and implement a prudent one-vote veto system. Pay attention to safety and promote efficiency, and mobilize all employees to pay equal attention to ensure safety and no accidents.

Seven, good at learning, diligent study, and promote the continuous innovation of computer room management.

With the development of society and the continuous improvement of people's living standards, as a housekeeping manager, we should constantly study the consumption needs of guests, be good at learning the new theories and trends of room development, be diligent in learning the relevant knowledge of guest service, expand our knowledge and meet the growing demand level of guests. At the same time, guest room management should adapt to the requirements of development and innovate constantly.

In a word, it is a systematic project to manage the housekeeping department of tourist hotels well, and all aspects should be considered. Although housekeeping management is not a cutting-edge science, it is not easy to do it well.