Summary of personal work in hotel housekeeping department

1. Personal Work Summary of Hotel Housekeeping Department

A new year has begun. Looking back on the work in 20xx years, with the correct guidance and help of the hotel leaders, and with the United cooperation and continuous efforts of everyone, we can lead the housekeeping staff to successfully complete all the work of the hotel. There are still some shortcomings in the service details, which require us to constantly improve and improve, continue to carry forward the team spirit, and strive to achieve better results next year. The following is a summary of my work in the past year:

1. Personnel management

Hotel is a service-oriented industry, and the quality of employees directly affects the rise and fall of the hotel. Therefore, the improvement of staff quality and service quality is the most critical link in hotel management. There are many people in the guest room and the work is trivial. The completion of each job requires the joint efforts of employees, so personnel management is very important. In addition to regularly learning some rules and regulations of the hotel and the etiquette operation knowledge provided by the quality supervision department to the guest room, I will also analyze and correct the problems encountered in health service and the ideological trends of employees the day before the morning meeting every day, and guide them in a good way to improve the service quality and personnel quality. We also hold a staff meeting in the guest room from time to time to summarize the good aspects of the work and the aspects that need improvement. Praise the good and warn of the existing problems. Let employees know what they should do and how to do it. So as to further improve personnel quality and service quality.

2. In terms of room health service.

For 20xx years, the sanitary quality of housekeeping department has remained relatively stable. Sanitary quality is the lifeline of guest rooms, and no department can be careless. As always, the guest room adheres to the purpose of "employee self-inspection, monitor inspection and manager spot check". When the guest room is short of staff for a period of time, we make corresponding adjustments in time and arrange the shifts flexibly. In this case, the quality and quantity of guest rooms can still be guaranteed, and the uniformity of guest rooms has been further improved. In terms of service, supervise employees to abide by store rules and regulations and provide services in strict accordance with service norms, standards and processes.

3. Safety management

Housekeeping occupies a large area in the hotel's operating area, and the investment also accounts for a large proportion of the hotel's overall investment. Whether the guest room facilities can reach the specified service life is the key to directly affect the hotel's efficiency and long-term development. Therefore, the housekeeping department strictly implements the maintenance regulations of facilities and equipment, and conducts timely and regular inspections on electrical switches, water switches, door locks, door chains, heating, air conditioners, etc. from the safety aspect, so as to nip in the bud and prevent leakage and theft. Put rodenticide, cockroach medicine and so on. Regularly and timely prevent and control the harm of pests to guest rooms, observe and disinfect them in time to prevent the spread of infectious diseases. Remind the old, weak, sick and disabled guests in time to avoid falling and scratching.

4. Problems at work

The quality of service needs to be learned from senior management, and the quality of personnel needs to be further improved. In particular, the operating procedures of conference receptionists need to be standardized and further training is needed. It is necessary to further strengthen the system of room inspection and regular inspection to prevent problems before they happen. The storage and collection of small items and films need to be strictly controlled in standardization and institutionalization.

5. The next work goal

Cooperate with quality supervision departments to strengthen personnel quality and service quality training, improve service quality and standardize service quality. Continue to strengthen the sanitary management of guest rooms, so as to achieve "employee self-inspection, monitor inspection and manager spot check", which cannot be sloppy at all. Strengthen storage management in warehouses and disinfection rooms, strictly control scrapping standards and save costs. Pay attention to the work style of the department, strengthen humanized management, unite as one, and form a good working atmosphere.

2. Personal work summary of hotel housekeeping department

A hectic year is coming to an end. Looking back on this year's work, I have gained a lot. It is necessary to sum up the gains and losses in this year's work in order to go up a storey still higher next year. This is a summary of my work.

1. Overall review of work

As a service department, the housekeeping department's primary task is to clean and provide a clean, quiet, comfortable and warm rest environment for the guests, but at the same time, we should also generate income and save money for the hotel. Over the past year, with the joint efforts of all staff and department managers, all the parts with business indicators have completed the tasks given to us by hotel leaders at last year's work meeting. While trying to generate income, we also don't forget to save money. The department will save work throughout the year and make every effort to reduce costs on the premise of ensuring the quality of work and not affecting customer service. We know that every penny saved is the group's profit.

2. Work achievements

Learn and standardize post service language, and strive to improve customer service quality. In order to reflect the professional quality of hotel room staff, in view of my unfamiliarity and nonstandard service terms of each position, I learned the service terms of this position among my colleagues and in the training of the group room manager, and then absorbed them for my own use as a language guide for my communication with guests. Since I standardized the implementation of the terms of service, my communication with customers has been greatly improved. Therefore, in any period of work, it is important to stick to good things and learn new things by reviewing old things. I will strengthen my study and application.

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 the capital cost is also very high. In line with the concept that saving is to create profits, my colleagues and I will start from ourselves and put an end to all waste, mainly in the following aspects: recycling disposable low-value consumables for customers, such as toothpaste, which can be used as a cleaner. Every morning, it is required to turn off the crossing light on the return floor and turn it on after six o'clock in the night shift; Unplug the electric card after checking out; The implementation of the room day after day can save a lot of electricity for the hotel.

In order to do a good job in room hygiene and service, leaders often assess and evaluate our room cleaning skills and rounds. It is found that our operation is not standardized and scientific. In view of the existing problems, the employees above class level in the area held a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits. We also kept practicing in the off-season, carefully cleaned and inspected every room, and achieved certain results through examination, which improved the sanitary quality of the room and reduced the overtime of rounds.

Leaders adopt centralized training, special training and individual guidance training to employees, which greatly improves the hotel awareness of employees and further deepens the service concept. Smiling with voices has become the conscious action of employees. We have a vivid understanding of what personalized service is. From sensibility to rationality, the whole group has formed a good atmosphere of "all work is to satisfy customers". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.

3. There are problems at work

It is easy to bring personal emotions to work. Warm and considerate when you are happy, and careless when you are unhappy. In the future, I will try my best to overcome this situation in my work and truly establish the consciousness that customers are God in my mind. The cleanliness of rooms and public areas needs to be further improved. The service standard of each post needs to be further strengthened. The maintenance plan of facilities and equipment has not been put in place. Due to the thoughtlessness in changing shifts, it is considered that small problems do not need to be handed over clearly, which leads to such problems. If I don't know the little things, it will easily lead to big mistakes. I must take strict precautions to avoid mistakes in the future.

4. Work plan for next year

Do every job well every day. Improve service measures and improve customer satisfaction. Strengthen education and training to improve the quality of employees. Standardize management and promote the healthy and orderly development of hotels. Strengthen marketing and constantly adjust customer structure. Do a good job in personal customer sales. Reasonable booking in peak season maximizes sales. Standardize message service, so that guests can feel our professional management level and hotel service level. Learn more and enrich yourself.

3. Personal work summary of hotel housekeeping department

Looking back on 20xx's work, I feel that I have gained a lot. It is necessary to sum up the gains and losses in this year's work in order to go up a storey still higher next year. This is a summary of my work.

Overall review of work:

The profit of an enterprise is the first goal and the guarantee of its survival. The work of a department should also focus on the center of the enterprise. As a service department, the housekeeping department's primary task is to clean up and provide a clean, quiet, comfortable and warm rest environment for guests, but at the same time, we should also generate income and save expenses for enterprises. Over the past year, with the joint efforts of all staff and department managers, all the parts with business indicators have completed the tasks given to us by the villa leaders at last year's work meeting. While trying to generate income, we also don't forget to save money. The department will save work throughout the year and make every effort to reduce costs on the premise of ensuring the quality of work and not affecting customer service. We know that every penny saved is the group's profit.

In 20xx, I completed the following work:

1. Learn and standardize the terms of post service, and strive to improve the quality of customer service. In order to reflect the professional quality of hotel staff, I am not familiar with the terms of service of each post and am not standardized. Among my colleagues, I learned the service language of the post in the training of the manager in charge of the group room, and then absorbed it into my own use as a language guide for my communication with guests. Since I standardized the implementation of the terms of service, my communication with customers has been greatly improved. Therefore, in any period of work, it is important to stick to good things and learn new things by reviewing old things. I will strengthen my study and application.

2. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping is the company's main income-generating department, and the cost is also high. In line with the concept that saving is to create profits, my colleagues and I will start from ourselves, from scratch, and put an end to all waste, mainly in the following aspects:

① Recover disposable low-value consumables for customers, such as toothpaste, which can be used as cleaning agent.

(2) Every morning, it is required to turn off the crossing light returning to the floor and turn it on after six o'clock in the night shift; Unplug the electric card after checking out; The implementation of the room day after day can save a lot of electricity for the company.

3. In order to do a good job in room hygiene and service, leaders often assess and evaluate our room cleaning skills and rounds. It is found that our operation is not standardized and scientific. In view of the existing problems, the employees above class level in the area held a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits. We also kept practicing in the off-season, carefully cleaned and inspected every room, and achieved certain results through examination, which improved the sanitary quality of the room and reduced the overtime of rounds.

4. The leaders adopt centralized training, special training and individual guidance training for employees, which greatly improves the hotel awareness of employees and further deepens the service concept. Smiling with voices has become the conscious action of employees. We have a vivid understanding of what personalized service is. From sensibility to rationality, the whole group has formed a good atmosphere of "all work is to satisfy customers". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.

For various reasons, there are some problems in my work:

1), easy to bring personal emotions to work, warm and thoughtful when happy, and mild when unhappy. Try to overcome this situation in the future and truly establish the consciousness that customers are God in your mind.

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

3) The service standard of each post needs to be further strengthened.