The general situation of Warm Hotel is as follows: the hotel * * * has 15 floors, each floor has 16 rooms, three restaurants, ten private rooms in seafood restaurant and a table for 15. ...

The year-end summary of the housekeeping department's work plan for 2004 and next year is about to become a thing of the past, and we will usher in a new year, but you can't forget what concrete and beneficial work we have done in the past year? What we have to do is not perfect? Inspired by events, etc? There are more than 04 jobs to be done. In 2005, we created a good situation and made progress. It is necessary to nip in the bud, sum up the work experience in 2004, sum up the experience and lessons, and then carry out the promotion work next year. In 2004, I completed the following tasks: 1. Each region, location, length of service, and improve the quality standard of customer service. Irregular? Fan's terms of service, every post we serve, are reflected in the uneven phenomenon of hotel professionals. In June, 2004, 65438+ 10, at the request of the Ministry of Education, the terms of service in various places and the centralized management of a different post were kept fine and rough. This must be a book, and the teaching materials will be used as training for new employees. Since the implementation of the official exchange rate for passengers, the service period in the standard has increased significantly. However, in the later period, many people were somewhat lax, demanding themselves strictly and returning to the original signs. It is a pity, but the good thing is more important to persist, and I will strengthen supervision and inspection when I am old. 2。 Ensure the quality of room sales and strictly implement the three systems. Hotel rooms are the main source of income. First of all, how to make a qualified indoor sales commodity, including rooms, facilities, equipment and products, and effectively improve rooms. Our department strictly implements the three systems of employee self-inspection, and the foreman is responsible for spot checks and checks at all levels to minimize omissions and rework. According to statistics, in 2004, the single analysis and the inspection data of the ward round record index of the room director were more intuitive. Housekeeping department. Implement the first question responsibility system. Implement the requirements of the first inquiry responsibility system, such as the large amount of information in the lobby center, transfer, service front-line posts, the first inquiry responsibility system, the implementation of land, sea and air traffic information, tourism information, an important unit, telephone number, etc. , but also has great flexibility and adaptability. Staff's ability to handle things to meet customer service needs, various preparations, extensive collection of information, and strengthening training and learning to expand. The first question is the responsibility system. Since June 65438+ 10 this year, this work has made great progress compared with the same period last year, which caused angry complaints from customers and we are not together this year. 4. Technical training and expert technical training have effectively improved the level of medical and health services. Since August this year, the off-season training of the practical operation room has improved the skilled skills and integration of floor employees and clean room operators. White-collar employees held special meetings to analyze existing problems, and employees retrained employees to correct bad operating habits. To improve the effectiveness of quality assessment, there is a round of overtime work in outpatient department. Create a free wheel system, give full play to the role of foreman, and focus more time and energy on management backbone and employee training. Teachers' room, a deeper understanding, enhanced the sense of responsibility of employees. This year, the guest room signed a "round agreement" with the staff backbone of the team to conduct their own self-examination and self-correction, and the staff participated in the management, and was responsible for the foreman's vacation work, which fully reflected the value, and the hotel staff believed in the enthusiasm of their employees. So far away, then two big mistakes. 4. Reducing the workload of the foreman wheel, more and more time and energy have played an important management function in the actual work and training of managers. 6。 Various interest groups, in order to enrich their spare time and improve the quality of the staff, my store has expanded the number of customers in the past two years, often some external groups, my guests, such as teams from Japan and some Southeast Asian countries, who provide good services and promote the structure for foreign guests' language communication barriers. Come to the store to practice as a foreign language professional, and run employees (English, Japanese) every day. Considering the development of accounting from abroad, it is strange to have a computer, computer personnel and the business floor of the hotel. The opening and moving of computers and art partly reflects the value of hotel staff's professional knowledge. On the one hand, the increase of knowledge workers enriches their spare time to cut costs, reduce costs and improve efficiency, starting from scratch. As the main revenue-generating department, hotel rooms are also a cost-effective department. Our department is called "all employees of the company should set out, put an end to all self-waste, and start from scratch". The skill evaluation and energy-saving evaluation project of employees aims at improving employees' awareness of energy saving, mainly in the following aspects: 1 Housekeeping Department has asked employees to restore discounted consumables, such as toothpaste, toothbrushes and combs that can be used as cleaning agents, and recycle them for sale to. Energy-saving measures for air conditioning in the computer room, such as saving electricity one day after the arrival of the goods, and the sum of hotels before implementation (3) The reasonable division of labor between the land acquisition management department and the budget target of the project cost control room and hotels in the project area shall not exceed 85. The quota of% really exceeds the application items fixed in this field every month. Choose the department managers who were recruited before, because their work strives to create a good working atmosphere through instructions, passengers and goods collection duties. The staff of the assessment department of excellent departments choose to adhere to the classified guidance for employees, and insist on rewarding every excellent employee with the "internal information" released by 30 yuan in May, so as to stimulate the enthusiasm of employees and fully mobilize their enthusiasm and consciousness. Advanced forms encourage and promote health. In order to avoid doing well or badly, be more innovative, manage the housing management department and give full play to the real level of foreman management, thus driving the enthusiasm of team employees. 1 1, behind which is the competition situation of one year. The long-awaited evaluation plan function of the "housekeeper team" comes to the fore, so some teams stop fooling around and find a place to stay. Instead of following the routine silently, we should catch up with the team's monthly assessment results. Each team foreman should learn his team's achievements and more intuitive ranking, and this month we should consider the expected results. Try to dress up a perfect face around the green transformation. My department's mouth "emblem green with beer garden fence, B, C, construction, comprehensive transformation of cultivation side doors." Hibiscus 300, Andrographis paniculata 200, Huang Jinmei 500 stores 1 1,000 trees, sisal, papaya, purple shell evergreen, improved, the surrounding public * *. 10。 Engineering maintenance files, tracking the status of the maintenance room. Since the beginning of this year, the service center has established engineering maintenance files to record some special maintenance items, so as to carry out room maintenance, track the country in time, and better understand the operating room facilities for a period of time, so as to protect the integrity of the auction room of facilities and equipment more effectively. 1 1。 The organization of the internal audit department, the domestic service is close to the implementation of ISO-900 1 quality management system, hotels and guesthouses, and based on the requirements of departments and departments to resolutely implement quality objectives? What is the quality goal this year? According to the monthly service records and monthly quality objectives, the data analysis part analyzes and summarizes the service quality of the hotel and its beneficial help to improve the service quality. The fourth part is the internal audit twice a month and the test of each business department in June. The main purpose is to work in accordance with the ISO quality management system and seriously implement the requirements, but also to prepare for certification audit. The hotel held its first meeting to determine the purpose and scope of internal audit. Auditors are divided into two groups, and cross-issue standard unqualified audit reports, and unqualified audits are rectified within a time limit. The internal audit found out the rectification activities of 63 unqualified projects through the organization and implementation of the internal auditors of the department. This is a form of exercise, but it also tests whether it is a manual process. In the theoretical and practical departments of commercial offices, we think that some operating procedures are flawed and irregular. The fan is not suitable for the current work. If it is not corrected in time, it will have adverse consequences. At the same time, some work plans for June this year were not taken into account. In front of the office, according to our own business, new housing legislation, attention to housing layout, usability management system, work plan of scanning service, long-term living room and work plan, new clothes that the distribution center closely cooperates with the program, and the importance of excellent customer service, take off your clothes to match the guest laundry coding program, "Return to the guest laundry process, send and receive room and restaurant supplies, and modify the work plan, With the introduction of ISO-900 1 quality management system, the management department will provide more mature and perfect standardized information services, so that guests can feel that our professional management and service level are reflected in the details. I believe that small messages and words will leave unforgettable and beautiful warm feelings. My previous message format was not uniform, and the same thing was in different messages, but it was very different. This year, the staff of our information service, central hall and service center discussed the voice mail service. How to do it better, and finally form a unified model to standardize the writing of the same kind of things. A message sent to different customers is consistent. Guests may not know it, but only we know our progress. 13 night accommodation has changed the past, making our service more personalized and humanized. Have we put caution behind us? "Open", because the weather forecast says that on the basis of tomorrow, put the card, scope and reminder card on the bed. For example, during the European Olympic Games and festive festivals, some promotional videos were sent by guests one day, such as convenience stores, life and tourists, and several guests praised them. Generally speaking, service has always been our goal of exceeding customers' expectations. We call on employees to be attentive, attentive and have viewing habits, to obtain more detailed information, including the purpose of nationality, and to provide specific and distinctive services for customers. Service innovation requires divergent thinking and to know what kind of services can impress customers. To this end, we rebounded in 2004 compared with previous years, but there is still a long way to go to innovate services. 14。 Personal price, increase room sales revenue, independently study the front desk procedures to expand the personal market and lead to the sale of rooms, receive individual customers to increase sales plans, and get the support of store leaders in September this year. Because of the clock sales award, aggressive employees increased sales for the hotel FIT 18000 15. Timely, accurate, timely and accurate has always been the main difficulty in Doha Round negotiations. If it is not done well, it will not only leave a bad impression on the guests, but also cause economic losses to the hotel. ? There is no exact check-out time for conference and tourist hotels. Through trial and error, we will take the initiative to find the person in charge or the switch. If you wake up, set the time, know when to wake up, and predict the check-out time of the guests in advance, the staff will check in. The next day, a large number of guests noticed that more and more transition personnel left voluntarily-the night shift staff continued to work for a day. This work is very difficult, however, to avoid complaints and check them from guests, but also to ensure timely and accurate rounds. The staff did not complain. According to statistics, this year, timeliness and accuracy have been significantly improved, compared with the same period last year. However, some people checked out, and they didn't reach the knowledge of * * * before closing, but we will continue to work hard in line with the principle of safeguarding the interests of the hotel. 16。 It is more convenient and faster to deliver goods to your door. The mail business entrusted to us by the luggage business is more convenient and fast to carry and meet the needs of guests. In our store, Haikou Branch of our department set up an agent to receive and process mail, and the shipping industry 10 signed an agreement to pilot it for guests. The effect is that the obvious extra income will increase 17 to promote environmental protection, green hotels and create green hotels. From this year's "green card", offices and guests need to change their bedding. The upcoming "green card" will be placed on pillows or beds, and the bathroom will be in the same basket. It is precisely because of this local environment. This is the national water and energy conservation, hotel supplies, and so on. Replacing the stranded plastic cloth laundry bag From the perspective of environmental protection and economy, all rooms are ready this year to replace the original discarded cloth laundry bag, but it is not durable and beautiful. If you invest in buying a new cloth laundry bag at one time. 2。 Hotel facilities to change the guest facilities of the business building In order to improve the quality of business rooms, the hotel has renovated the business building, and some renovated rooms are developed or old. At first, it was from the perspective of the development trend and economy of modern hotels, but it was also considered to turn off the power supply in stages. The price of replacing the packaged passengers such as shampoo and shower gel squeezed the suppliers to negotiate, but the plan ran aground. 3。 Skills competition is not just because? Frequent personnel changes. The work uniforms of the four hotels will not be changed. According to the plan, the uniforms of staff in catering, domestic service, guest rooms, front-line sales department and second-line departments of security department and engineering department will be replaced this year. Unfortunately, due to the problem of hotel funds, the only changed principles are basic catering, chef service, concierge service, housekeeping service, reception service, luggage service, clothing sales representative of business center clerk, service, clerical service and engineering. 5。 Facilities maintenance plan, according to this year's maintenance plan, the main work plan is to carry out small-scale equipment maintenance in the off-season, and carry out maintenance in our area in the peak season, such as polishing and cleaning the stainless steel products in the underground lobby and guest rooms, and the dirt in the toilet kettle. However, due to the guest rooms, various facilities and equipment, and more extensive cleaning and maintenance, this is not enough, but due to historical reasons, employees in our department will have to wait for1at the beginning of this year. The accumulated deposits, if not resolved, may make the employees' emotions affect the hotel's economic losses, and strengthen the use of the closing season schedule to compensate the employees and wealthy consumers with only 297.5 days 1264.5 days. The insufficient number of "clean" cards means that the demand is insufficient. It is necessary to inform the waiter in time and cleanly that the guests wash their hands frequently and there is no special place to store ring ornaments. The injuries easily caused by well-trained employees, narrow and narrow fields and departments, hope to get more professional and higher-level employee training. 3。 The aging foreground IC card system reduces the work efficiency. The prevention of health and diseases is effective, without investment and professionalism, resulting in unsatisfactory prevention and treatment of "four pests". 5。 Surrounding plant protection, indoor lighting in 2004, incompatible varieties monotonous. We * * * received 78,234 meetings, * * * had more than 200 meetings, sold rooms, received 65,438+050,538 people, and received 58 letters of comments from passengers, our hotel facilities and excellent services, including 24 letters, my comments or suggestions, and 3430 inns. 20 valid complaints (at most 12, 19). As long as we attach great importance to this endless wealth and enjoy it as a hotel, we will set sail in 2005 and start a new journey in the future.