Three Summaries on the Annual Work of Hotel Rooms

Strictly control the hygiene quality and ensure the sale of high-quality rooms. The equipment and sanitary quality of guest rooms are like a person's basic skeleton, while excellent service is like a person's soul and blood, which can inject aura into people. After staying in our hotel, guests directly feel the room facilities and hygiene, and the dissatisfied result is that they will not patronize again. Therefore, I have always warned employees that hygiene is our lifeline. Each of us finishes a room just like a painter finishes a painting. Be responsible for it and have a sense of accomplishment. So at the morning meeting every day, I will emphasize what aspects of health we need to improve, and the planned health must be completed step by step. At the same time, I increased the intensity of inspection and found that health was not in rounds.

All qualified aspects will be reworked by employees. Later, I distributed 60 rooms on the third floor to the employees. Let each employee regularly clean the room he keeps. Through repeated inspection and supervision, the sanitary quality from 8F to 10F has been obviously improved. After June, I changed the middle shift foreman. I continue to emphasize the sanitary quality of guest rooms. I asked the staff to clean the guest room, remove hair and garbage, and create a comfortable and clean rest environment for the guests when they turn over the bed at night. I think we are housing management and health work is a permanent topic for us, and we must persist in it for a long time.

The service level has been significantly improved, but it still needs to be improved and improved to a great extent. Compared with the beginning of the business, the service level has been significantly improved this year. Under the leadership of Manager Jin, the service processes have been improved and developed in the work, and employees have also been trained in practice, which has increased a lot of customer service experience. Many employees are praised by guests for their good customer service. Especially the successful reception of several big teams this year has proved this point. However, we must also clearly see that there are obvious deficiencies in our reception service, which leads to complaints from guests. To sum up, it is mainly

There are the following aspects: (1) receiving and washing guest clothes; Things happen again and again in this respect, mainly because the waiter made mistakes in filling in the clothes, failed to check the clothes, made mistakes in accounting, failed to deliver the clothes in time, sent the clothes to the wrong room number, failed to explain relevant matters to the guests, and washed the clothes badly. We must increase the training for all employees, teach them to be careful, and remind them of mistakes. (2) the timeliness of customer service; I used to be the morning shift foreman, and now I'm the middle shift foreman. I found that employees don't go immediately after receiving service instructions when they are busy, but after the work at hand. Another thing is that the things prepared on our floor are not complete, and we can borrow what a guest wants for half a day. Also, sometimes the telephone signal is not good, which affects the information transmission. (3) handover is easy to make mistakes; Often there is no handover when the shift is changed, or employees forget the handover when they are busy, or the team knows that the night shift is not marked on the handover, so it is unclear and the handover is not verified. (4) Employees' business knowledge and ability need to be improved; Employees should know relevant business knowledge, especially the contents of meetings. The poor service ability for foreign guests can be seen from the recent reception of foreign guests by M3 crew. Doing the above four points well is just a general service, but there is still a long way to go to truly personalized service and high-quality service, and we need all of us to work together to achieve it.

Standardize the workflow of middle shift and strengthen inspection.

I have formulated a health plan for middle-class public areas, so that employees can focus on one or two aspects of health maintenance after completing the basic hygiene of public areas every day, with a weekly cycle unit; The assessment standard table of night bed for middle shift is formulated, and the requirements and norms of night bed are defined. At the same time, employees are required to make greater efforts to check floors, keep keys and strictly open doors to prevent safety accidents. All kinds of lights are turned on in strict accordance with regulations, and all kinds of consumables are recycled to prevent loss and waste.

Do a good job in employee training and communication.

Employees are the main body of customer service and work, and their working ability and professionalism directly determine the service level of the hotel. This year, we have mainly done the training of related equipment cleaning and mid-shift service, at the same time, we have increased communication with employees, kept abreast of their ideological trends, and mobilized employees to realize their ideals in the hotel industry through their own efforts.

In a word, this year is a bumper harvest year, the hotel was successfully rated as five-star and the business was booming. I believe it can do better in 20 years!

extreme

Time flies, I have worked in the * * hotel for three years, and I have to feel that time is always so fast. Since my work, I have made great progress and gained a lot in my thought, study and work under the careful training and teaching of the unit leaders and through my continuous efforts.

Consciously abide by the rules and regulations of the hotel and insist on attending every training in the hotel. I want to be positive, cherish every brick and tile of the hotel, and always devote myself to my study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition has made me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique. In learning, I strictly demand myself, and with the strong pursuit of professional knowledge and skills, I correct my work attitude and integrate theory with practice. In addition to learning professional knowledge, we also pay attention to the expansion of knowledge in all aspects, and extensively dabble in the knowledge of other departments and disciplines, so as to improve our own specialties and ideological and cultural quality, including learning to develop good living habits in life, living a full and orderly life, having a rigorous attitude towards life and a good life style, being warm and generous, honest and trustworthy, helpful, having their own good principles, and being able to live in harmony with colleagues.

At work, I have been working in the catering department, front desk, room service center and other departments since 20 years. Before I went to work in the room service center, I also participated in the self-study training of the hotel room supervisor during the hotel renovation. I was learning the operation skills of the room at that time. No matter which department I am in, I am strict with myself and study hard. It is with such a firm belief. It laid a good foundation for the smooth development of my future work.

Hotel guests

I remember when I first entered the restaurant, the hotel was full of business. Although I just learned some theoretical knowledge from my alma mater, this situation could not meet the needs of my work. In order to master the service industry as soon as possible, I insist on coming to the hotel every day to learn the hotel system and theoretical knowledge. During working hours, I will learn practical operations from those seniors and help with some small things. At night, my homesickness grows day by day. At that time, the manager often gave us meetings to talk about the inconvenience of work and the dissatisfaction in his heart plus his own shortcomings, and gave spiritual encouragement to the work. After a long period of exercise, overcoming and hard work, I became a qualified waiter. What I gained the most from spending a year and a half in catering was that during the catering process, I learned the etiquette in people's most basic communication occasions and treated guests with enthusiasm, friendliness, patience and thoughtfulness. This is also what I lack in my own personality, and it also makes me understand that getting along with colleagues is also this spirit. In fact, this is also a good way to change bad personality.

Finally, I want to say that the above is just a little achievement in my work, and I can't do without the help of unit leaders and colleagues. I always believe that no matter how bright the match is, there is only light as big as a bean. But if you light a pile of matches with a match, it will burn very brightly. I hope to use my brilliant youth to ignite every guest around me and inspire my colleagues to contribute and forge ahead to create a better tomorrow.

The disadvantage is that the mood fluctuates greatly and is not gentle enough. I will constantly exercise and improve myself in my future work, and strive to become an excellent hotel worker.

Tisso

The hectic 20** is coming to an end. Looking back on this year's work, there are many gains and experiences. As an important department of the hotel, its work will directly affect the hotel's external image and economic benefits. Thanks to the trust of the leaders, I have the honor to be the head of housekeeping department, and I also feel full of pressure and motivation. In order to better carry out the relevant work of the department next year, it is necessary to summarize this year's work and plan next year's work. First of all, make a summary of this year's work:

In this year's work, I worked in strict accordance with the instructions issued by the department manager. In practical work, I formulated strict assessment systems and inspection standards for different jobs. First of all:

1, in terms of health: strictly implement the system of ward rounds, record the inspection results in detail, and do a good job in health sleep. Standardize the standard and quantity of items placed in various parts, and cooperate with ward rounds to check the location of items. Implement the guest room cleaning responsibility system to improve the enthusiasm and effectiveness of employees.

Standardize various operation procedures and steadily improve work efficiency.

2. Goods management and cost control: control goods, increase revenue and reduce expenditure, do a good job in recycling goods, strengthen employees' awareness of saving, advocate the control of energy waste such as water and electricity, and at the same time implement the responsibility system for goods management, set up consumable accounts, and control costs.

3. Equipment and facilities: As the facilities and equipment have been used for a long time and are obviously aging, all posts are required to carry out targeted maintenance, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove carpet stains and arrange carpet washing reasonably.

4. Training: Make a monthly training plan and implement it to individuals. Conduct targeted training for different personnel. Various standards are also clearly defined, such as the time of rounds, workload, hygiene standards, cleaning time, cleaning standards, etc. Let employees feel the importance and practicability of training in their daily work.

5. Personnel management: handle affairs impartially, adhere to principles, firmly believe that there is no trivial matter in service, report to the department manager in time for those who damage the name and interests of the hotel, and deal with them according to the department system, and never be soft; Caring for employees, treating employees as their relatives, narrowing the distance between departments and employees, and playing a connecting role; Set an example, be strict with yourself, make a clear position and play an exemplary role.

Next year's work plan is divided into the following points:

Cooperate with the department manager to complete various business indicators of the department and do a good job in management.

Second, vigorously improve the quality of personnel. From service skills to the basic process of each position to simple English conversation, employees are trained and assessed in combination with actual work.

Third, through training, improve the working skills and operating procedures of on-the-job employees, speed up operation and improve work efficiency.

Fourth, strengthen the quality inspection within the department to ensure that there are no problems in health and service work.

5. Use the rest time to learn relevant business knowledge and apply good and feasible things to the post as soon as possible.

Through daily work, I found some shortcomings of the department:

1 The room needs further improvement.

The service language of this position needs to be further strengthened.

The comprehensive quality, service skills and professional level of service personnel and managers are uneven and need to be further strengthened.

The linen management on the fourth floor is rather chaotic.

Local carpets on the fifth floor often appear as a whole, and some carpets are dirty and unattended.

In view of the above shortcomings, my rectification plan is:

1. Continue to strengthen the training of each post and strengthen the service skills and service awareness of employees.

2. Strengthen the construction of management personnel, and implement quarterly assessment, mid-year assessment and year-end assessment system for management personnel to survive the fittest.

3. Strengthen linen supervision, implement the real-name custody system, conduct monthly inventory, and investigate the relevant responsible persons for the problems that arise.

5. Strengthen communication and coordination with PA, and increase the maintenance of guest room carpets and floors. In addition, because the PA machine is too large, it will waste resources when dealing with local dirty carpets, so the personnel in each position will be trained in local decontamination and stain removal.

The above is my summary and plan of the department's work, the department's shortcomings and improvements. To sum up, I firmly believe that under the leadership of Jin, the hotel leader and department manager, all the staff in our department will work together with Qi Xin to create new products, and * * * will do its best for the hotel's business principles and policies for 20 years. In short, as the head of the housekeeping department, I will try my best to cooperate with the department manager to do all the work of the department in the future, and contribute to improving the service level, management level, training level, quality inspection, enhancing the cohesion of employees, improving the basic quality of employees and cooperating with the hotel to implement brand building!