How to write the annual summary of the hotel housekeeping manager?

2009 is the first year of hotel opening, and the work in 2009 is an important stage for hotels and departments to lay the foundation. According to the overall planning of the hotel, with the care and support of the hotel leaders and the efforts of all the staff in the room service department, the room service department closely focuses on the business and carries out work in employee training, service, facilities and equipment maintenance, product quality control and so on. The specific development of the above work last year is reported as follows:

I. Training

Before the hotel opened, employees went through three stages: military training, theoretical study and hotel practice. However, after the opening of the hotel, employees still have a big gap with our standards in business skills, service skills and improvisation. In response to this phenomenon, the housekeeping department also responded to the call of the hotel and always put training in the first place in room work.

According to the actual situation of employees, the department has formulated a detailed training plan and adopted various training methods for training. In terms of business skills training, we must first master the workflow and standards, and practice for employees on the spot according to the theoretical learning content, so that employees can operate in person and guide them on the spot, so that employees can master basic operating skills. I've practiced my basic skills. As long as you practice more, the goal of improving work efficiency will be realized. Through these trainings, employees' working hours have reached industry standards. The check-in time of the reception guests in the front hall is also kept at about three minutes, and the front desk staff of the meeting room has completely mastered the skills. Some time ago, due to the shortage of staff in the concierge department, the service quality of the concierge department decreased obviously. Through the recent personnel supplement and training, the service quality of the concierge department has been significantly improved. After the ups and downs in the quality of work in recent months, the Housing Department has deeply felt the importance of departmental training. In next year's work, the housing management department will carry out targeted training according to each position.

Secondly, in terms of services.

Whether a hotel can retain its guests depends on software, that is, service. In order to provide guests with a good sleeping condition, the housekeeping department has specially prepared pillows with various fillings, such as buckwheat pillow, chrysanthemum pillow and cassia seed pillow, for the convenience of guests who don't like soft pillows, and spare quilts are also provided in the cabinets of each room for the convenience of guests. In addition, the room also provides free fruit every day, and the bedroom and bathroom are equipped with flowers. Sending flowers to the room and free fruits are the services provided by important guests in other hotels, but in our hotel, as long as guests check in at the counter price and the agreed price, they will get a free seasonal fruit every day, and all guests will provide flowers when they check in, enjoying the treatment that only important guests in other hotels can enjoy. This measure has also been recognized by our customers. Although giving fruits and flowers free of charge every day increases the operating cost, the indirect benefits are far higher than his costs. In the future work, the housekeeping department will also provide more free services to facilitate guests' lives according to the situation, and provide guests with a home-away living atmosphere. Next year, the Housing Department will implement the Floor Butler Service Scheme. Butler service is a highly respected service in modern high-star hotels. The department will carry out this work according to its own situation, and the housekeeping department will break the existing service mode and management mode and improve the service quality and management level.

In addition, the housekeeping department will also increase the warm arrangement of rooms and strive to provide guests with a warm and comfortable living atmosphere.

The ultimate of hotel service is personalized service, satisfaction and surprise service, which is also the service goal that housekeeping department has been pursuing. How to realize personalized service? The housekeeping department held a departmental meeting for this purpose, asking each employee to pay attention to the daily life of the guests at work. Only in this way can we discover the habits of guests and provide targeted services.

Guest 330 is a guest of Dafu Company and has been staying in the hotel for a long time. One day, when the housekeeping staff was cleaning the room, they found a lot of cold medicine on the guest's desk and saw that the guest was covered with two quilts, so they reported the matter to the morning shift foreman. Because the hotel stipulates that we can't buy medicine for our guests, so to show our concern, the floor foreman prepared hot ginger soup, but the guests didn't come back in the afternoon, so the early shift foreman gave it to the middle shift foreman. At about 1 1 in the afternoon, the guests returned to their rooms, and the waiter immediately sent the cooked ginger soup to their rooms. When the guests saw this bowl of hot ginger soup, their gratitude was beyond words.

Three. Maintenance and maintenance of facilities and equipment

As we all know, the room service area accounts for nearly 70% of 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, in the maintenance of facilities and equipment, the room service department strictly implements the maintenance regulations of facilities and equipment, regularly flips mattresses, waxes furniture for maintenance, and strictly operates and uses cotton fabrics, room appliances and facilities in the right way to prolong their service life. In particular, the housekeeping department attaches great importance to carpet maintenance, requiring employees to do some cleaning in time as long as they find some stains on the carpet in their usual work, which can not only reduce the washing times of the carpet, but also maintain the overall hygiene of the carpet.

In the overall maintenance of the room, the room service department and the engineering department conducted a comprehensive investigation of the air conditioning in the room, which solved the problem of air conditioning leakage in the room in summer. Some time ago, the guest complained that the bathroom in the room smelled bad. After investigation, it was found that the floor drain in the bathroom did not bend back, which led to the odor being directly emitted indoors. The housekeeping department and the engineering department immediately asked for instructions and decided to replace the floor drains in all rooms, which completely changed the problem of odor in the bathroom. Although some facilities and equipment have been improved through the efforts of engineers in the past year, there are still many problems in the overall maintenance of our rooms, which need to be solved by the engineering and housing management departments in next year's work.

Third, product quality.

The product of housekeeping department is to provide clean, hygienic, safe and comfortable rooms for guests.

1, in terms of health

The housekeeping department disinfected the articles in the room in strict accordance with the star-rated hygiene standards.

Insist on changing bedding one by one, and change towels at any time according to the requirements of guests. Bedding, towels, etc. require high temperature disinfection when washing. The sanitary ware in the bathroom insists on using cleaning agent with disinfection function. The cups in the room are soaked in 84℃ for high temperature disinfection, and the telephone, TV remote control and all switches are disinfected with alcohol.

2. The room is clean.

In order to ensure that guests have a clean living environment, the department requires rooms to be cleaned at least three times a day. After 9: 00 a.m. and before noon 12: 00, all rooms must be thoroughly cleaned. After afternoon 14 and before afternoon 17, and after afternoon 18 and before 22: 00 p.m., turn on the turndown bed and tidy the room once. You can accept the guest's request to clean the room at any time except the three times you have to clean it, even if the guest asks to tidy the room after midnight. We also arrange special services.

The production of the ok room requires the foreman to check the room in strict accordance with the star standard of 100%, the supervisor to check 50% and the manager to check 20% to ensure the quality of the room.

3. In terms of security.

Safety includes the production and life safety of employees and the personal and property safety of guests.

Most of the hotel employees come from other places, and the department often carries out safety education for employees in the usual training. Don't drink and make trouble outside. You'd better go with them when you go out. For sick employees, the department manager personally visits or arranges the supervisor to solve the life problems of employees within the department's ability, such as the accommodation problem of male employees in the department. Housekeeping department specially organizes people to rent houses nearby, which is convenient for employees to go to work, and the department arranges unified management. Only by solving practical problems in employees' lives can employees feel at ease in their lives and work. Through these efforts, the department can stabilize the workforce and give employees a sense of belonging.

In the activity of "stressing civilization and cultivating new style" carried out by the hotel, the housekeeping department actively organizes employees and managers to learn. Through the study, employees have a deeper understanding of Rebecca's corporate culture and details, and achieved good results in the speech contest organized by the hotel. Through the selection competition, Yang Huan, a departmental employee, also participated in a lecture tour organized by the headquarters on behalf of XX Hotel. Through this lecture tour, the visibility and reputation of XX Hotel in the company have been improved. After the hotel organized a red song party, the housekeeping department transferred some employees to participate in the rehearsal of the hotel's cultural programs under the condition of tight manpower, and achieved remarkable results in the competition. Through these activities, the amateur life of employees is enriched, and the team consciousness and cohesion of employees are increased.

In terms of work safety, it is required to operate in strict accordance with the regulations, not to be injured by labor tools, and not to damage or be injured by equipment due to improper operation. Pay attention to whether the guests in the room bring flammable, explosive and toxic substances and high-power electrical appliances into the room. If suspicious personnel are found walking in the building, they should report to the leader in time and inform the security department according to the situation.

In order to prevent the guests from safety accidents in the room, the housekeeping department has made a lot of warm tips and put them in appropriate positions in the room to remind the guests to pay attention, which also plays the role of accident prevention and warning.

Fourth, in terms of operation.

At the beginning of opening, due to the remote location of the hotel, the room occupancy rate was not high. In view of this situation, the Room Service Department and the Marketing Department respectively signed booking contracts with Ctrip and E Long, the two most influential online booking companies in China, and launched promotional activities such as room bonus cards and special rooms on weekends. Through the continuous efforts of the marketing department and housekeeping department, the operating conditions of guest rooms are getting better day by day, with more and more repeat customers and obvious operating benefits. By the end of June 1 1, the housekeeping department had achieved a revenue of 4,984,300 yuan and a profit of 3,450,300 yuan, with an average occupancy rate of about 72%. I made my own contribution to the overall goal of the hotel.

Although the Housing Department has made some achievements in the first half of the year, it has also exposed some shortcomings in its operation during this period. In view of these shortcomings, the housing and construction sector will continue to improve its work in the next year, and continue to carry out various tasks around the strategic thinking of "taking management as the center" and "creating brands to promote development". While ensuring the completion of business objectives, it will continuously improve service quality, improve service facilities, and enhance the visibility and reputation of enterprises in provincial capital cities where hotels gather. Strive to provide guests with a clean, hygienic, safe and comfortable home atmosphere. At the same time, I also hope that the hotel leaders and brother departments will continue to support the housekeeping department. The above is my work report this year. Thank you! Work Summary of Hotel Housekeeping Department in 2009