Model essay on personal annual work summary of hotel rooms

# Work Summary # Introduction When the work reaches a certain stage or comes to an end, it is necessary to go back and carefully analyze the work done by the research institute, affirm the achievements, find out the problems, sum up the experience and lessons, raise awareness, and clarify the direction, so as to further do a good job and express these in words. This is the work summary. This article is a "model essay on personal annual work summary of hotel rooms", not for you to read.

A summary of personal annual work in a hotel room

The hectic 20xx year is coming to an end. During this year, under the correct guidance of the hotel, with the care and support of the hotel leaders, with the hard work of the staff and the close cooperation of various departments, our housekeeping department successfully passed the re-evaluation work of the Municipal Tourism Commission. It laid a relatively stable foundation for next year's work. The following is a brief report on one year's work:

First, pay attention to service quality, health quality, and do a good job in reception and re-evaluation.

Creating a clean and comfortable environment is one of our goals. To this end, in the first quarter, our hotel completely renovated the rooms on the third and eighth floors. Installed a computer and a smart toilet. Replaced the backrest of the bed, the decorative cloth of the sofa and the chair. The selection and placement of items have been carefully studied and discussed, striving for perfection and ensuring the grade and comfort of the room. And the bedding in the room (including sheets, pillow cores and quilts) has been completely updated.

There are green plants in the room and roses on the bed. Make our room more warm, embody the green concept, and let customers feel the value for money. Not only that, the antique furniture in the elevator hall also reflects the noble and elegant cultural heritage of the hotel. And with the close cooperation of all departments, we worked overtime to overcome all kinds of difficulties, and completed the layout and clean maintenance of the rooms in the first time, which made our contribution to the hotel's revenue.

1) In order to ensure the sales quality of guest rooms, the "three-level guard system" is strictly implemented. The hotel's main income comes from guest rooms, and it is engaged in guest room work. The first thing to do is how to make the guest room sell a qualified commodity, including room hygiene, facilities and equipment, and articles. In order to effectively improve the qualified rate of guest room quality, our department strictly implements the "three-level rounds system", that is, employees' self-inspection, foreman's general survey and manager's spot check to ensure that omissions are minimized, and the "foreman and manager's rounds record" is carefully filled in. To this end, we have also developed seven habits:

Habit 1: in order to ensure the normal use of the nozzle, we use ten tablets a day for cleaning and maintenance.

Habit 2: In order to ensure the quality and cleaning times of carpets, besides carpets, we have to clean ten floor mats every day.

Habit 3: In order to ensure the sanitary quality of the room, make a room carefully on each floor every day, and let the foreman and manager personally check and implement the problem.

Habit 4: in order to improve the overall work of the housekeeping department, we set 4 pm every day as the self-inspection of our department. Participants include the foreman and manager of each bid section, and record the problems found to lay the foundation for tomorrow's work.

Habit five, in order to ensure the indoor air quality, employees have developed the habit of opening the window first for ventilation when making rounds.

Habit six, in order to save electricity, develop the habit of turning off the power supply every time you make rounds.

Habit 7. Employees have developed the habit of turning back more in the process of work (only by turning back more can they develop the good habit of self-examination, better discover their own shortcomings and correct them in time).

2) There are many uncertain factors about the cleanliness of public areas due to the large flow of people. In view of this characteristic, we should adjust the personnel arrangement in time, formulate the work flow, and make every effort to ensure the health quality to meet the standard.

3) In order to receive each group of guests well and provide them with the most comfortable, fastest and enthusiastic service, we adjust the staff in time to ensure the check-out speed and quality during the check-out peak hours and reduce the waiting time of guests.

4) The service quality of the venue directly affects the turnover rate of a conference team. Therefore, we arranged the meeting place in strict accordance with the requirements of the meeting, with reasonable table type, standardized goods placement, bright lighting, in-place service and clean and comfortable conference room as a whole.

It is precisely because in the daily service work, our employees are down-to-earth, serious and responsible, rely on their own persistence and love for the hotel, and measure the service quality with customer satisfaction as the standard.

Second, carry out training.

Due to various reasons, the turnover of housekeeping staff is quite large, and the newly recruited staff are unfamiliar with the work, which causes considerable difficulties in management and greatly inhibits the quality and improvement of service. In order to solve this problem, we have conducted a comprehensive and systematic training for employees, from gfd to politeness, from entering the door to cleaning quality, from theory to practice, and repeatedly taught them tirelessly until they can operate independently.

In addition, we have strengthened the training of housekeeping center, because housekeeping center is the center of the hotel, and every phone call and detail can reflect the image and service quality of the hotel. One-on-one intensive training and follow-up supervision are carried out from a series of services such as telephone answering, customer service, left-behind items handling and check-out, emphasizing the importance of their posts and nipping many bad factors in the bud.

Three. Maintenance and maintenance of facilities and equipment

The maintenance of facilities and equipment is the basis for the hotel to improve efficiency and long-term development. Therefore, in the maintenance of facilities and equipment, the housekeeping department strictly implements the maintenance regulations of facilities and equipment, regularly turns over mattresses, waxes furniture, and strictly operates and uses cotton fabrics, room appliances and facilities and equipment in the right way to prolong their service life.

In particular, the housekeeping department attaches great importance to the maintenance of carpets, and requires employees to do "spot-like" cleaning in time as long as they find some stains on carpets in their usual work, which can not only reduce the washing times of carpets, but also maintain the overall hygiene of carpets. In the overall maintenance of the room, we check the facilities and equipment every day, find problems, and timely repair and acceptance.

Fourth, reducing this part should be effective.

Reducing costs and expenses is a task that our housekeeping department has been carrying out. From the reasonable arrangement of personnel to the procurement and distribution of consumables, we strictly control and ensure unnecessary expenses. At the same time, this year, we require employees to turn off the air conditioning and lighting in time when cleaning the room to ensure unnecessary waste, strengthen the scrapping procedure and replacement procedure of cotton products to save money, and also cultivate employees' awareness of economy, environmental protection and economy.

Five, the safety awareness alarm bell rang.

Safety work is very important for individuals and hotels. We not only require employees to be careful on the way to and from work, but also have a sense of self-protection, and pay attention to fire prevention and theft prevention in the workplace. A violent incident happened in our hotel in the first half of the year, which sounded the alarm for the safety of our hotel. Protecting guests' property and personal safety is our top priority.

The second article is a summary of personal annual work in hotel rooms.

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. I completed the following work in 20XX.

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 department is the main revenue-generating department of the company, and the capital cost is also high. Based on the idea that saving is to create profits, my colleagues and I will start from ourselves and put an end to all waste phenomena, mainly in the following aspects: ① Recycling disposable low-value consumables, such as toothpaste, for customers to use as cleaners; (2) require the walkway lights on the return floor to be turned off every morning and turned 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 guest room hygiene and service, leaders often assess and evaluate our guest 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.

Second, there are some problems in the work.

1. It is easy to bring personal emotions to work. When you are happy, you are warm and thoughtful, and when you are unhappy, you are somewhat negligent. In the future, you should strive to overcome this situation in your work 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.

4, facilities and equipment maintenance plan is not in place.

5. Due to the thoughtlessness in hand-shift, it is considered that small problems do not need to be handed over clearly, which leads to such and 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.

Third, about next year, my plan.

1, live every day well.

2. Improve service measures to improve customer satisfaction.

3, strengthen education and training, strengthen the quality of employees.

4. Standardize management and promote the healthy and orderly development of enterprises.

5. Strengthen marketing and constantly adjust the customer structure.

6. Do a good job in individual customer sales.

7. Reasonable booking in peak season to maximize sales.

8, standardize the message service, let the guests feel our professional management level and hotel service level.

9. Learn more and enrich yourself.

Practice has proved that with the intensification of market competition, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we must first innovate ideas, adjust business strategies and policies in time, optimize the design of our own products, make the strategy innovative and changeable, and constantly innovate business policies according to different seasons, so as to keep the room occupancy rate at a high level under the severe situation.

The third article is a summary of personal annual work in hotel rooms.

The year of 20xx is the first year of hotel opening, and the work of 20xx 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 now reported as follows: 1. 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 should first master the workflow and standards, show the learning materials to employees on the spot according to the theory, and let employees operate in person and give on-site guidance, so that employees can master the 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 for the reception guests in the front hall also lasted about three minutes, and the front desk staff of the conference row room had 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 good sleeping conditions, 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 available in the cupboard of each room for the convenience of guests. In addition, the room also distributes free fruit every day, and the bedroom and bathroom of the room are equipped with flowers. Room flowers and free fruits are the services that important guests bring when they stay in other hotels, but in our hotel, as long as guests stay at the counter price and the agreed price, they can get a free seasonal fruit every day, and all guests will send 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 bring more free services to facilitate guests' lives according to the situation, and bring guests a home-away atmosphere. Next year, the Housing Department will implement the Floor Butler Service Scheme. In modern high-class hotels, butler service is a highly respected service. 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 layout of the rooms and strive to bring warm and comfortable living atmosphere to the guests.

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. Personality is the maintenance of the carpet, and the housekeeping department attaches great importance to it, 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 housekeeping 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.