How do hotel room staff write in-depth and good impressions?

The tense and busy year is coming to an end soon. Looking back on the work of the department this year, there are many gains and experiences. 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. This year, the work of the housekeeping department has always been centered around the central work and management policy of the apartment. In accordance with the overall goals and requirements of the apartment, it is team-oriented, strictly managed, and pays close attention to service quality, especially in terms of business indicators. After everyone Due to our efforts, the revenue from the guest rooms has been greatly improved, and the business indicators set by the school have been exceeded. Here is a summary of the work of the department:

As a service department, the guest room department should do a good job Cleaning and providing guests with a clean, quiet, comfortable and warm resting environment is our top priority, 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 school at the beginning of the year. As of the end of October, the apartment had achieved an income of 3.25 million yuan, of which the guest room department had achieved an income of 1.81 million yuan. Compared with last year, the income has increased to a certain extent. 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 profits of the apartment. The laundry department has done an outstanding job in this regard. At the beginning of the year, a strict picking and purchasing system was established. Foremen, supervisors, and managers are all responsible for checking. The monthly picking volume is strictly controlled to a minimum, and there are no excess goods in the factory. When using detergent, use it according to the prescribed amount, adopt the method of weighing and reading the scale, and the foreman will check it. In this way, unnecessary human waste is avoided to a large extent, and the method of concentrated washing is adopted for the washing of items. , put all the items that can be washed together as much as possible, so as to avoid starting the machine when it is not full, saving a lot of energy, and at the same time, the workload of employees has also increased. , because we undertake a lot of outside work, items from multiple hotels are often washed together. Employees must mark items from different hotels with different marks before washing. After washing, they must also place items according to the different marks. Only when they are separated can the next process be carried out. The hard work and tediousness of the work are hard to imagine for those who have never done this work. Especially in summer, when the weather is hot, the temperature in the workshop is very high, let alone working or just staying for a while. Even though the employees were soaking wet, they didn’t complain at all and kept working hard every day. The awareness of saving a drop of water and saving a point gradually formed in the consciousness of the laundry department employees. The guest room floor strives to control costs while ensuring customer service to increase guest room revenue, and let every employee establish a sense of appointment in their daily work.

Several measures taken by the department:

1: The guest rooms are gradually replaced by three and one, replacing the original small bottled guest supplies such as shampoo, conditioner, bath gel, etc. It greatly saves expenses and reduces costs.

2: Stop providing cold water and ice services in the guest rooms, and only replenish them when guests request them, thus saving water and energy.

3: In response to the municipal government’s environmental protection requirements, some consumer products (such as toothpaste, soap, combs) have canceled their original outer packaging and used recycled paper packaging, which not only meets environmental protection requirements , and the price has dropped, which can be described as killing two birds with one stone.

4: Waste utilization, turn the discarded sheets into inner pillow bags.

5: Strictly control the delivery and loss reporting rate of linen, and establish a one-to-one replacement and washing system on the floor and laundry room, which greatly reduces the loss rate and loss reporting rate of linen.

6: The seven hot water heaters on seven floors were turned off. Although it brought a lot of inconvenience to the employees' work, the energy saving work was implemented to the fullest.

There is another important task for the guest rooms this year, the renovation work on the 13th and 14th floors. During the land reclamation period, all the staff of the housekeeping department overcame many difficulties in order to put the newly renovated guest rooms into use one day earlier. Carrying forward the spirit of not being afraid of hardship and tiredness, on the basis of completing his own work every day, he worked overtime and worked continuously. He completed the placement and cleaning of the room items in a short time, ensuring the timely rental of the guest rooms. We have made our contribution to increasing the hotel's revenue. In terms of employee team building, the department actively responded to the call of the building management committee, worked hard to train the department's business backbone, and built a second-tier team. This year, four people from the department have been sent to Shanxi and Baotou by Zhongfan Company to engage in hotel management work. Their work has also been recognized and praised by local owners, Zhongfan leaders and building leaders. At the same time, they themselves are also on this assignment They have been trained at work and have made great progress in both business knowledge and management level. They said that they have benefited a lot from this expatriate activity and learned many things that they could not learn in the building. Currently, there is one employee in the housekeeping department who is engaged in management work in Tianjin. In daily work, the department also attaches great importance to the construction of a team of managers. We know that only by cultivating a team of managers with excellent ideological levels and business knowledge can we lead this department well. The department holds a meeting of managers above the foreman level once a week. At the meeting, everyone discusses the problems existing in the department's work, speaks freely and works together to ensure that everything is implemented and everyone is given feedback. The foreman is required to implement everything to the end. When it comes to employee management, we do not adopt simple formulaic management methods, but proceed from the actual situation. When employees have problems at work, we do not simply punish them, but help employees analyze the reasons for the problems. Find ways to solve problems and avoid similar problems from recurring. Doing a good job in the ideological work of employees is also a focus of the department's work this year. Only when employees are in a comfortable mood can they devote their enthusiasm to work and provide customers with high-quality services. An important task in the building this year is to implement the employee salary system The adjustment is a very thorny and complicated task, because it involves the vital interests of every employee. In order to do the job well and avoid unnecessary human turbulence, we have done in-depth and meticulous work and adopted a pair of In the same way, we repeatedly emphasized the purpose, significance and implementation plan of this salary adjustment, so that employees can fully understand that the hard work pays off. After repeated and tireless work, after the implementation of the new salary plan, the department did not have any dissatisfaction. Stability factor: Although many of our employees have very low salary increases, through this incident, we have deeply realized that as long as our work is done properly, deeply and carefully, the vast majority of employees will understand and support it.

4: The floor in the lobby was re-polished and renovated, and the carpets in the banquet hall and some guest rooms were thoroughly cleaned. Clean again thoroughly.

5: Organize employees to actively participate in table tennis, poker, tug-of-war and other activities organized by the trade union.

Shortcomings in the department’s work this year:

5: The department regularly holds special training on business knowledge every month.

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

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

3: The comprehensive quality of management personnel needs to be improved.

Prospects for next year’s work:

Next year will be a year of opportunities and challenges. The department’s work will closely focus on the center of the building and strive to complete the business indicators issued by the Management Committee. At the same time, we have the following assumptions about the work of the

department:

1: Re-standardize the service specifications of each position in the department and strengthen the service awareness of employees.

2: Each employee establishes a personal file within the department to record each person's performance so that the year-end evaluation is well-documented and avoids human factors.

3: Computerize the department’s delivery of customer supplies and cleaning agents to strictly control costs within the building’s budget.

4: Strengthen the construction of the management team, and implement quarterly evaluation, mid-year evaluation, and end-of-year evaluation systems for management personnel above foreman and above to ensure survival of the fittest.

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 guest rooms, the housekeeping department will use the off-season from August this year to carry out technical training activities for floor employees and clean rooms. Skills and ward round skills were assessed and assessed, and it was found that the employees' operations were very unstandardized 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 problems. The bad operating habits passed the assessment and achieved certain results. The hygiene quality of the rooms was improved, and the number of overtime during ward rounds was reduced

7. Increase revenue and reduce expenditure, reduce costs and increase efficiency, start from scratch. The room 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 to create 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 skill assessment. The purpose is to strengthen employees’ awareness of energy conservation, which is mainly reflected in: ① The housekeeping department has always required employees to recycle disposable low-value disposables for guests. Consumable items such as toothpaste can be used as detergents, and toothbrushes and combs can be sold to the waste collection station after recycling. ② The aisle lights on the check-out floor are required to be turned off every morning and turned on after six o'clock in the middle shift; after check-out Unplug the electricity sign; turn on the air conditioner in the room before guests arrive, etc. Energy-saving measures, if implemented day after day, save the hotel a lot of electricity bills ③ In order to control the cost of items, guest rooms Based on the budget indicators issued by the hotel to the department, the property management has reasonably divided the items received in each area. Each area has a quota for the items it applies for every month, and the items received must not exceed 85% of the quota. If it is really necessary for work, If the excess is needed, it must be approved by the department manager before it can be collected, and the person responsible for receiving the guest supplies must be assigned to the person

In view of the current problems in the guest rooms, the following work plan is drawn up:

The focus of next year’s work :

10． Establish engineering maintenance files to track guest room maintenance status. Starting from this year, the service center has established engineering maintenance files to record some special maintenance projects to facilitate timely tracking and understanding of guest room maintenance status, thereby more effectively ensuring the facilities and equipment of guest rooms for sale. Integrity, and at the same time, you can better understand the operating status of the facilities and equipment of a guest room over a period of time. 5. Strengthen regular coordination with the engineering department to resolve the current engineering problems in the guest rooms, such as "painting projects, maintenance projects of Zhaokai Company, moldy and rotten wooden boards" Deformation projects, water seepage projects, mirror glass cracking projects, overall renovation projects, black and yellow glass glue projects, door frame cracks, slow hot water supply, etc." were dealt with one by one.

In view of the aging of some guest room tools and guest service facilities, communicate more with suppliers, strengthen maintenance efforts, and arrange maintenance work by dedicated personnel on a planned and regular basis.

5. The facility and equipment maintenance plan has not been implemented in place. According to the work plan, this year's large-scale maintenance plan will be implemented in the off-season. Although small-scale and small-scale equipment maintenance is being done in all areas of our department, such as the maintenance of the lobby floor and the polishing of stainless steel products in the guest rooms. , toilet water tank cleaning, hot water kettle descaling, etc. However, since the cleaning and maintenance scope of the housekeeping department is quite extensive and there are many types of facilities and equipment,

13. Change the previous turndown method and make our The service is more personalized and humane. On the basis of turning down the bed in the past, we also place self-made weather forecast cards and some warm reminder cards on the guests' beds, such as giving them to guests during Europe, the Olympic Games, and the Happy Festival. Some of the program trailers of the day provided convenience for the daily life and travel of the guests in the store, and were praised by the guests many times. In short, it has always been our goal to provide guests with services that exceed their expectations. To this end, we call on our employees to be caring people. , pay attention to the living habits of the guests, and master more detailed information about the guests, including where they are from, the purpose of coming, nationality, etc., in order to provide targeted and distinctive services. At the same time, service innovation requires divergent thinking and understanding of what kind of Service can impress guests. Although our work in XX has improved compared with previous years, we are still far from innovative services

1. Standardize the service terminology in each area and position to improve the quality of customer service. Since the implementation of the standardized service terminology, guests will feel that our professional management level and hotel service level are reflected in the details. A small message letter is appropriately written. , the warmth of writing will leave people with an unforgettable good feeling. The formats and courtesy names of previous messages in our department were not uniform, and different people left different messages for the same thing. In order to standardize our message service, this year, before The hall and service center gathered staff to discuss how to make the "message service" better, and finally formed a unified writing model. When leaving messages for different guests on the same type of things, they can be consistent.

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, with a reward of 30 yuan for each person, and in the "Internal Information" Announcement is made to stimulate employees' work enthusiasm and fully mobilize their initiative and consciousness, thereby forming a healthy competition situation that encourages advanced and spurs backward progress, and avoids doing the same thing well and bad in order to make the management work of the housekeeping department more standardized and better. Be innovative, give full play to the real management skills of the foremen, and aim to stimulate the work enthusiasm of the team members. In November this year, the long-awaited "Steward Department Team Evaluation Plan" was implemented. Through the evaluation, some advanced teams stood out. Some people who were dawdling in the team no longer had a place to live and no longer abided by the rules. Instead, they worked hard to catch up and published the team evaluation results every month, so that the foremen and employees of each team could more intuitively understand the performance of their teams. After one month of operation, the results and rankings have achieved the expected results

1. Start the opinion form: continue to solicit opinions from guests, employees, and peers, put forward reasonable plans, and submit them to hotel leaders for approval. Improve guest room products. Such as: anti-theft buckles, shower room item racks, service guides, guest compensation price lists, etc.

l Whether it is the opinions or praises given by guests to us, as long as we take them seriously and treat them correctly, they should be endless wealth for us as hoteliers. In the coming days of XX, Here, we have to set sail again and embark on a new journey. The management system has become more mature and perfect

6. The linen scrap rate is gradually increasing. Coordinate the washing company to formulate relevant measures to improve the washing quality. Strengthen the ideological and moral education and operational skills training of employees to reduce the scrap rate. Contact the washing company or relevant units for modification and use of reusable linens in a timely manner.

10. Use rigid methods to manage employees. The gentle and step-by-step teaching method can improve one's own affinity and shorten the distance between employees. Organize multiple department activities and corresponding skill competitions to cultivate more backbones of the department and increase employees' loyalty to the hotel.

14. Continuously enrich yourself, improve your comprehensive capabilities, pay attention to the training of lower-level managers of the department, and impart more work experience to ensure that the department has unified thinking and works in one place. Increase the training of department employees to ensure the quality of guest room service and hygiene, raise the overall level of guest rooms to a higher level, strengthen job rotation training, cultivate department generalists, and avoid personnel loss that affects the normal operation of the department.

There is a long way to go in 2014, opportunities and difficulties coexist, and the gap between goals and reality requires us to face and meet the challenges. Here, I will earnestly follow the instructions of the hotel leaders and call on all employees in the department to unite and work hard to take the guest room work to a higher level.