Work summary and plan of housekeeping department

Work summary and plan of housekeeping department

The summary and plan of the Ministry of Home Affairs, I believe everyone knows that people from all walks of life are not easy to work. Everyone is working hard for their own work and a better life in the future. Let's take a look at the summary and plan of housekeeping department.

Summary and Plan of Housekeeping Department 1 Housekeeping Department's Work in the First and Twenty Years.

1, operating income.

As a front-line business service department, the guest room always takes creating a clean, comfortable, quiet and warm rest environment as its primary task. In 20** years, I checked in 10603, with 8408 groups, and the occupancy rate was 54. 8%。 (20** year occupancy rate is 67%, and 20 10 year occupancy rate is 77. 6%。 There are 226 residents in quadrangles throughout the year (252 in 20** years and 236 in 20 10 years), with an occupancy rate of 34. 5%,。 Receive more than one meeting throughout the year. In order to provide convenience for guests and improve profits, the fruit bowl made by the manager of the housekeeping department is worth 88,535 yuan, with a cost of 54,204 yuan, a profit of 34,333 yuan and a profit of 38%.

2, service first, quality first.

In 20** years, the guest room received the provincial university sports meeting, important leaders and meetings, which ensured the smooth completion of the government reception in our park. At the same time, it also strengthened the service for corporate customers. This year, we received business meetings such as travel agencies, home appliance sales, Inel beauty clubs, and social influential conference services such as entertainers staying in quadrangles, focusing on promoting wedding rooms in quadrangles and improving the cash utilization rate of quadrangles.

Always adhere to the combination of management and service. First of all, strengthen the supervision of the sanitary quality of guest rooms, ensure that each rented room is in the best state, and implement the responsibility system step by step: employees are responsible for the rooms they clean; The foreman must strictly check the sanitary quality and equipment of the rooms on the floors under his jurisdiction one by one; The manager knows the room cleaned by every employee like the back of his hand.

Supervision and inspection; Resolutely put an end to guest complaints caused by sanitary quality problems, which will affect the reputation of the hotel. At the same time, it is emphasized that the rooms returned on the same day must be cleaned on the same day. Ensure the maximum profit of non-storable room resources. And according to the record of the day's ward round, make the next day's planned sanitation, clean and maintain the room in a targeted manner, and improve the sanitary quality of the room and the service life of the room equipment and facilities.

The department strictly implements the system of pre-shift meeting and post-shift meeting, and insists on solving minor problems in time. In the training and management of employees, starting from reality, employees have problems at work, help employees analyze the causes of the problems, find solutions, and explain them at regular meetings to avoid the same problems from happening again at work.

3, heavy training, tree image.

In order to adapt to the rapid changes in the hotel industry, learning hotel service knowledge is a compulsory course for each of us. Every quarter, the department will make a training plan and training assessment according to the actual situation to improve the room service level. The problems in daily work will be explained as cases at the morning meeting, so that the training can be dissolved in the work, so that employees can memorize them and avoid problems. Explain to new employees separately, and guide them at any time when they encounter problems, so that they can adapt to work faster.

20** years, public health places to implement quantitative health supervision and evaluation level. In order to improve the quality and shape the brand image, under the instruction of Mr. Chen, the housekeeping department transformed two small single rooms, 2223 and 23 17, into special linen rooms and disinfection rooms, and formulated relevant systems and standards. After inspection and acceptance, it won the "A-level unit of public health credibility".

In the annual Samsung review, it passed the review smoothly.

This year, many employees in the housekeeping department took the initiative to contact the guests after picking up the items left by the guests and handed over the mobile phones and money to the owner in time. Guo and Hao, conference room staff, worked overtime to prepare for the meeting. Wang Huayu obeyed the arrangement, moved at any time, worked hard and never complained. As an old employee and elder sister, Peng Qiao worries about the work of the housing management center everywhere.

4. Improve the quality of guest rooms and ensure the quality of hardware.

Under the guidance of the leaders of the park, all guest rooms have been replaced with quilts this year, and 50 mattresses have been replaced in spring. Aiming at the problem of dirty bedside cloth reflected by guests, the room staff were led to modify the bedside cloth into leather cloth, which was convenient for cleaning and improved the overall aesthetics of the room. The Juxian Building renovated this year has rooms 19, and the whole park has a unified price. This multifunctional hall was renovated in the spring. In order to do a good job in daily engineering maintenance, we check in advance, communicate in time and follow up the maintenance to ensure that the room rental will not be affected by the engineering room.

5, control material consumption, open source and reduce expenditure.

Strengthen employees' awareness of saving, and advocate controlling the waste of energy such as water and electricity. At the same time, this year, we will adhere to the principle that small items will be delivered from the warehouse in different regions, and the responsibility will be assigned to people, and accounting will be made on a monthly basis. Under the guidance of Mr. Chen, the bottled shampoo and shower gel in the room were changed, and a large package of shampoo and shower gel was prepared. Combs are recycled, cleaned, disinfected and packaged for reuse, saving costs. The items arranged in the wedding room and the wedding supplies left by the guests are recycled, which increases the income and saves the cost.

6. Participate in group activities in the park to enhance team spirit.

Actively lead the department staff to participate in various activities held in the park, achieve excellent results and enhance team spirit. Good results have been achieved in the sports housekeeping department in spring and summer. At the same time, cooperate with the general office to make various preparations to ensure the smooth progress of the activities.

Second, there are problems at work.

1. The service quality needs to be further improved. In particular, conference reception and VIP reception procedures need to be standardized and further training is needed.

2. The storage and collection of small items and cleaning products still need to be strictly controlled in terms of standardization and institutionalization.

Third, the next three-step work plan

1. Cooperate with the quality supervision department to strengthen the training of personnel quality and service quality, improve the service quality, and make the service quality tend to be standardized and humanized. From courtesy and practical operation to a specific training, to a standardized level, from courtesy and practical operation to a standardized level, so that everyone can be mobilized at any time and work in any position.

2. Continue to strengthen the sanitary management of guest rooms, so as to achieve "employee self-inspection, ministerial inspection and manager spot check", which cannot be sloppy at all. The self-inspection of employees includes the maintenance of hygiene and facilities and equipment. The minister must enter the room for inspection every day when he checks in, leaves the room and the room is vacant, and keep inspection records. The manager checks at least 20 rooms every day and keeps inspection records. The minister or manager of the long compartment goes in to check every day.

3. Establish a regular inspection system for hardware (cold and hot water, air conditioning, TV, lighting, electrical switches) to avoid accidents. Every week, the manager and the minister jointly check the room facilities, equipment and hygiene. 4. Strengthen storage management in warehouses and disinfection rooms, strictly control scrapping standards and save costs. The above is my work report on 20 12 and my work plan on 20 13. In the new year, please continue to supervise and help my work. I hope we can get more gains and achievements through our efforts.

Summary and Plan of Housekeeping Department 2: Summary of Housekeeping Work

Last year was a year of rapid development, upgrading and bumper harvest. This year, under the leadership of the company and with the support of leaders at all levels of developers, A Property Management Office always implemented the principle of "owner first". According to the actual situation of a property company, while providing good service, the annual work summary of property management was straightened out and improved, and the management requirements of "engineering programming, standardized operation, utilization and scientific management" were initially realized, which made the property management work in the early stage of the community gradually embark on the standardized track, and the property management work achieved certain results and was well received by the owners of the community. The annual work of property management is summarized as follows:

First, complete the daily work target management

(1) Housing management Housing management is one of the important contents of the annual work summary of property management. In order to do this work well, we have established a sound housing management file, formulated a housing management system, formulated a detailed management plan, and sent people to check it regularly. There is no damage to the decoration of the household house, the appearance is unified, and there is no behavior that damages the structure of the house. The vacancy rate is 95%.

(2) Management of public facilities and equipment In order to ensure the normal life of residents in the community, we have formulated a perfect maintenance plan and emergency plan for the management of public facilities and equipment, so that daily inspections are registered and minor repairs are recorded. The maintenance telephone was answered 24 hours a day, and minor repairs 17 times and emergency repairs were completed for 3 times throughout the year, which met the management requirements of facilities and equipment maintenance in place, timely maintenance and normal operation.

(III) Greening Management In order to create a beautiful living environment for the owners, we strictly implement greening management measures, actively cooperate with and supervise the construction and maintenance work of greening companies, timely issue rectification notices and rationalization suggestions for the problems existing in the construction and maintenance process of greening companies, make simple warning signs and fences when greening warning signs are not in place, and strengthen greening protection management, so that the green space is basically free from damage, trampling and public phenomena, and green.

(IV) Management of Environmental Sanitation In terms of environmental sanitation, in view of the gradual improvement of the residential environment, we organized regular and irregular cleaning, formulated strict cleaning procedures and assessment methods, and bagged and fixed-point stacked decoration garbage, centralized transportation management, strengthened the sanitary inspection of the residential area, and ensured the cleanliness and beauty of the residential area.

(V) Public security prevention in residential areas Public security prevention and fire fighting in residential areas are the top priority of property management. In order to provide a safe and comfortable living environment for the owners, we pay close attention to the public security and fire control work in the community, regularly conduct on-the-job training and assessment for security personnel, formulate strict on-the-job assessment standards, adhere to morning exercises and meetings every day, improve the physical quality and daily work management of employees, and strictly implement the working procedures and patrol inspection system. Security personnel are required to carefully inspect, perform their duties in a civilized manner, observe discipline in a civilized manner, and be brave in management when encountering bad people and things, so that the security work last year was in a good state.

Second, the key work completed this year

(1) Strengthen service management and improve service quality;

(1), and establish a community-based and humanized management service concept.

After check-in, adhere to the family-oriented, humanized management and "people-oriented" service spirit; The needs of the owners are the center of our work. In order to provide services and let owners enter the community, we feel a warm feeling. We provide special care services to the owners with difficulties in living in the community and provide quality services, such as 1- 1-50 1. The master's husband is a sailor. Because he has not been to work for a long time, there are only the master and children at home. In addition, it also provides free agency services such as telephone, broadband, electricity saving, etc., so that the owners have a feeling of "it is difficult to find a property" and the service work has been well received by the owners.

(2) Doing a good job in maintenance service is an important part of property management, so we are very concerned about the timely rate and completion rate of maintenance work.

In order to do a good job in the maintenance of houses and related facilities, we worked closely with developers, construction teams and manufacturers to determine the maintenance procedures and methods, and successfully completed the goal of no legacy maintenance before the year. This year, * * received 157 maintenance complaints, completed 152, and completed 13 1 piece in time, with a completion rate of 96.8% and a timely rate of 83.4%. In terms of public facilities and equipment, we timely and regularly carry out maintenance and inspection of various facilities, and timely repair and deal with problems when found. For example, on February 30, 65438, the floating ball valve of the residential reservoir broke down. After inspection by the management personnel, in order to let the owners use water normally, we actively carried out emergency repairs first, and then notified the manufacturers to investigate the reasons to ensure that the owners' normal water use work was not affected.

(3) Strengthen the management of residential decoration.

Decoration management of residential quarters is an important part of early property management, which involves the service life and safety of properties and the integrity and beauty of residential quarters. We have done a lot of work in this regard, and formulated detailed management systems according to the actual situation and management requirements of residential quarters, such as decoration instructions and roof garden management regulations. , and adhere to the daily inspection of decoration households, make records, solve problems in time, and adhere to the principle. Last year, * * * handled 32 cases of illegal construction, and these cases have been rectified. Ensure that the main structure of the house is intact. In terms of housing appearance, adhere to the system to ensure that the appearance of the community is unified, intact and beautiful.

(4) Listen carefully to the opinions of the owners and solve problems for the residents in time.

Good work suggestions and management suggestions from the owner are our working principles. Therefore, we can carefully record the problems reflected by the residents, deal with them in time, improve communication with the owners, patiently explain them to the owners, and solve the problems for the residents in time, such as parking the owners' cars and decorating the sand piles for the owners. Our service concept of "thinking for the owner and taking the owner as the center" has achieved good results and won unanimous praise from the owners.

(2) Strive to improve the management level and improve the quality of property management;

(1), organize employees to carry out employee ethics and management skills training to improve their professional quality. The comprehensive quality of managers is closely related to the quality and level of property management services. In view of this situation, combined with the fact that most residents in the residential area are new employees and have been in contact with property management for a short time, I have formulated detailed training plans and assessment methods, regularly trained employees in ideas and owner management level, and regularly conducted security business skills examinations, which enriched employees' thinking and improved their management skills. Last year, * * * organized six personnel trainings and four skill examinations.

(2) Establish and improve scientific management methods by using advanced management methods; We keep up with the pace of social development and use computers to manage the charging accounts and management schemes of various files in the community, which greatly improves the work efficiency, makes the foundation and work of the management office reach a new starting point and lays a solid foundation for future Excellence.

(3) Do a good job in external coordination and management; Good external coordination is the key to the smooth development of property management. To this end, we worked closely with the developers and actively contacted Hongshan Real Estate Bureau, Urban Management Bureau and Telecommunications Bureau to successfully complete the sanitation operation; Apply for house number, entrustment contract, service agreement filing, telecommunication bureau agreement signing, etc.

Three. Existing problems and lessons

Although we have made some achievements in our work last year, there are still many places that need to be improved and strengthened.

First, the overall quality of managers is not high, the sense of service is not strong, all aspects are not considered comprehensively, and the practical ability needs to be improved;

Second, there is not enough communication and understanding with the owners.

Third, the management of equipment and facilities needs to be strengthened. In view of the above problems, we will learn from the experience and lessons of 20XX years' work, strive to improve employees' owner skills and management level, and do a better job.

In the new year, we will speed up the pace, constantly improve our own property management level, constantly improve the management of the community, and contribute to the early entry into the excellent property management community and the development of a property company.

Work summary and plan of housekeeping department 3. Work Summary and Work Plan of Hotel Housekeeper Department in 20xx

Executive housekeeper: Yang * *

20xx 65438+ February

On May 25th, 20xx, accompanied by Juan's "Chinese Dream, My Dream", I hope to join the * * International Hotel and create a * * dream with all the leading colleagues present. Time flies, 20xx years are about to pass. With the support and help of the leaders, the housekeeping department has successfully completed all the work and drawn a beautiful blueprint with * * *. The beautiful blueprint is enviable, and the grand goal is inspiring. In order to lay the foundation for the grand goal of next year, we will now report the 20xx summary and 20xx plan as follows:

catalogue

Comparison of various incomes

The total income is 10347355.25 yuan.

Comparison of various costs

System-gradually improve and standardize the quality of customer service in each region and post.

In the face of the decline in service quality caused by the rapid loss of employees since the opening of our store, in order to re-establish and cultivate the professional quality of existing hotel employees, our department requires all districts to collect the original service system versions of each post in this district, and formulate the first draft of the departmental operation manual (the official version is being sorted out and improved) as our daily work guide and as a teaching material for training new employees. In addition, a, fruit and flower standard, b, gym system, c, linen receiving and dispatching system, d, room item placement standard and room piece-rate wage standard have been added. Since the implementation of standardized services, our staff have significantly improved the standardization of various service indicators. Especially since the system specification, there has never been any difference in asset management and control, which has solved the problem of staff turnover caused by asset loss compensation before.

Training-without training, there is no progress.

A: In order to improve the service quality of employees and customers and ensure the quality of all aspects of room sales, this department conducts training once a week, and makes training plans according to the different priorities of floors and cleaning departments. Since mid-September, we have carried out detailed training one by one, focusing on gfd, manners and etiquette, which are urgently needed to be solved in employees' work. The purpose is to make employees try their best to be generous and decent in their work, and to be fully prepared to solve problems.

B: Training was organized in September, and five permanent management laws were implemented (regular organization, regular rectification, regular cleaning, regular standardization and regular self-discipline). The implementation of the Five-Regular Law adapts to the actual work needs of employees in this department, puts forward requirements for employees' daily work, advocates starting from small things, and makes every employee develop a good habit of paying attention to everything. The safety, quality, hygiene and efficiency of the department have been rapidly improved, and at the same time, the expenses have been controlled, the work efficiency has been improved, and the working environment has been improved, basically creating an initial environment for a good department culture.

C, improve training methods, pay attention to education and guidance. Take the mode of combining centralized training with flexible training in the department, identify the characteristics and weak links of the department in combination with the knowledge structure of service personnel, and focus on the standardized training of service skills such as shop discipline, etiquette and courtesy, so as to promote the overall management level and service quality of the department. At the same time, establish and improve the system of pre-shift meeting and succession meeting, summarize the work of the previous day in time and arrange the work of the day. In addition, pay attention to education, guide employees to establish the idea of "guests first" and serve customers with the needs of customers as the main line. Managers and employees at all levels are required to carefully ponder the consumer psychology of customers in customer service and try their best to meet the reasonable requirements of customers; Change the concept of "being afraid of trouble, wasting time and effort". Strive for a breakthrough in service, make use of the reputation of guests, expand publicity, expand the image and influence of the hotel, and greatly improve the overall service quality. There is also the use of cross-training, such as changing posts, to cultivate employees' multi-functional ability, so that the personnel arrangement is more reasonable and the personnel deployment is more handy in an emergency.

13 basic work of our department

Energy saving-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 its operating cost is also high. 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 skills assessment of employees, energy conservation is also taken as an assessment item, with the purpose of strengthening employees' awareness of energy conservation, mainly in the following points:

A. The Butler Department has been asking employees to recycle disposable low-value consumables, such as toothpaste and soap, which can be reused as cleaning agents. However, in order to ensure the safety and hygiene of the articles used by the guests, we abandoned the combs and recycled slippers, shower gel and shampoo. The slippers are reused for 2-3 times after disinfection. Bath lotion and shampoo are refilled, and the effect is obvious.

B. Floor attendants recycle waste paper boards in rooms and workshops every day;

13 basic work of our department

C, every morning, it is required to turn off the walkway lights returning to the floor as far as possible, and then turn them on after the middle shift; Unplug the power card after checking out; Room air conditioning is turned on before the guests arrive in advance, and so on. This day-to-day implementation will save a lot of electricity for the hotel.

D. In order to control the cost of goods and reasonably divide the consignees in each district, each district shall apply for a quota of goods every month, and the responsibility for the consignees of guest goods lies with people.

E. the cleaning department is particularly prominent in saving work. The newly formulated working procedures have improved health work time and time again, while saving personnel and cleaning supplies.

Skills-develop technical training, cultivate technical experts, and effectively improve the actual operation level of personnel. In order to do a good job in room hygiene and service, since August this year, the housekeeping department has conducted technical training activities for the staff of the housekeeping department, assessed and evaluated the room cleaning and ward round skills of the floor staff, and assessed the telephone answering of the guest center. From this, we can find irregular and unscientific places in employee operation. In view of the existing problems, the leaders of our department held a special meeting to analyze and retrain employees and correct their bad operating habits. Through the above measures, certain effects have been achieved, the sanitary quality of rooms has been improved, and the overtime phenomenon of rounds has been reduced. The overall image and labor discipline of the housekeeping department have been improved.

Advanced deeds-In order to make employees have a positive and enterprising attitude, this department has specially set up a staff roster of housekeeping department to record the good deeds and faults of employees, and to praise and reward employees who have performed well. For example, Zhang Yaxiang on the floor found a guest's wallet (which contained a lot of cash and bank cards), Yang Jing found a guest's mobile phone hair in the lounge area of the floor corridor, and found a lot of cash in the bedside table drawer of the check-out room, and Pa Chen found cash and other money in the lobby.

Personalized service —— In order to improve the occupancy rate of rooms, provide personalized service for members and VIP guests, and achieve the service objectives of satisfaction and surprise: a. Set 15 floor as the member floor, with top-grade bottles of shampoo and shower gel, and put green plants in the room. B. The wedding room has been specially decorated with warmth, romance and creativity. C. In the bed opening service of VIP room, towels, pajamas and flowers are individually folded to reflect the attention to guests and the characteristics of hotel service. Mainly reflected in the reception service of Chairman Bai He, it was highly praised by the two leaders.

Main problems left over from 20xx.

Coordination-the work of this department cannot be separated from the cooperation of the brother departments. 13 work coordination mainly appears in our department's problems about basic engineering and engineering department, the replacement of damaged facilities and equipment, the procurement speed of consumables provided in basic services and the procurement department. In order to scientifically control the work progress and improve the work efficiency of our housekeeping department, it is necessary to work out a scientific completion schedule with superiors and brother departments.

Personnel flow-the flow of hotel talents should be controlled within a reasonable range. This year, there is a large turnover of staff in the department service center, and two old employees left their jobs (1 employees left their jobs due to pregnancy, 1 employees turned to financial work). It is difficult to train new employees, because it takes some time for the recruited employees to understand the situation of hotels and hotel customers. The addition of new employees in the cleaning department has caused some health problems. The same problem exists on the guest room floor. Part of the flow of personnel is normal, and the other part believes that after careful investigation, the personnel department will provide credible reports to help our work.

Cleanliness-carpets and sofas have lost their original luster due to the lack of departmental funds, and can only be kept clean by cleaning materials and labor-intensive cleaning methods. Thankless work is no longer a scientific maintenance category. Careful planning and arrangement are needed in 14 to make the hotel look cleaner.

Employee welfare-Ma Yun once said that employees leave for two reasons: A, the money is not given in place, and B, they feel wronged. In this regard, the Department holds monthly staff meetings to fully listen to and collect staff's suggestions. At present, the workflow of new employees has been followed up by a special person, equipped with a tutor and a departmental address book, and it is planned to print a departmental welcome letter next year. Carry out various trainings and activities to increase team cooperation and enhance team cohesion. At present, the following employee suggestions need to be considered by the superior leaders: 1. Solve breakfast problems for employees. 2. Give reasonable subsidies on legal holidays. 3. Solve the problem of employee's tooling washing and work shoes and socks, and unify the headdress of female employees. 4. Existing night shift subsidies in other departments. 5. Solve the customer center 12 hours working day. 6. Solve the problem that employee pension insurance is inconsistent with the same industry. 7. Improve the management image of the head waiter in housekeeping department and change the tooling. 8. Employee performance can't be equated with excess rooms (for example, if you complete the room quantity of 1 1 specified by the hotel every day, you should have performance, and the excess part is a reward for saving costs for the hotel, which belongs to personal hard work. Not equal to performance)

Main work contents in 20xx years

Strive to increase sales revenue

Do a good job in cost control.

Do a good job in internal management

Improve the service skills of employees.

Other plans to be adopted:

The intercom in housekeeping department is replaced by mobile phone or APP system to reduce room noise and improve service efficiency.

I plan to buy a three-in-one carpet vacuum cleaner to thoroughly clean carpets and sofas.

Replenish the furniture in guest rooms and presidential suites.

Add a spare roll paper rack or paper bag to the guest room.

Add a fragrance system in the lobby to upgrade the hotel.

The cotton fabrics in the guest room are regularly sterilized and dried at high temperature, with comfortable pads, and the cores are replaced with down products.

Organize grass-roots staff to exchange and study in major brand hotels.

Increase the staffing for cup disinfection.

Summarize successful experiences and counter the lessons of failure. Promoting "* * Dream" is a career that everyone is proud of all his life. Fate is doomed at the moment when dreams meet, and it is connected when walking hand in hand. Time waits for no one, and heaven rewards diligence. To realize your dream, you must strengthen your faith, make unremitting efforts and gather strength. As long as you persist in your dreams, you can see the dawn of victory; As long as we work hard without hesitation, we can enjoy the joy of harvest. As long as we work together and move forward side by side, we can create success and realize our dreams.