Summary of guest room floor supervisor's work

Since the first half of the year, the housekeeping department of XX Hotel has completed all the work closely around the work outline and departmental requirements of the hotel, with the guidance and help of Manager Zhong and Manager Lai. Although some progress has been made, there are still some shortcomings:

highlight

1. culture

1. Complete the study and assessment of two SOP processes every month, organize employees to carry out training in a unified way, and each team leader will strengthen the assessment of team employees, thus enhancing employees' business skills and improving their quality and professionalism.

2. The Group has made a training schedule according to the requirements of the department, arranged employees to study according to the progress of the schedule, and then conducted assessment by the team.

3. Conduct case training early every day to improve employees' ability to solve and deal with problems. Analyze vivid cases of posts to avoid the recurrence of such cases and improve service quality.

4. According to the shortcomings found in the work, arrange special training. The foreman should organize employees to conduct on-site training and guidance for the irregular placement of items found in unannounced visits; In view of the present situation that there are many items left behind for a period of time, the staff are arranged to carry out ward round training to guide the staff to find blind spots that are easy to ignore in ward round.

5. The cross-training of room service and switchboard personnel has been carried out in several batches since April. Through the cross-learning between the employees of the two positions, the professional level and comprehensive quality have been improved, and they are also familiar with the workflow and operational skills of each position, which is convenient for the smooth merger of the two positions in the next stage.

Second, management.

1. The occupancy rate has been high since the first half of the year, especially in March and April. All employees work overtime, help each other, and complete sanitation and various customer services. The lack of principals leads to a large area in charge, which affects the quality of control. Since April, floors 7-9 have been assigned to Colin Company to assist in inspection and control, which has reduced the workload of principals, and the sanitary quality and personalized service have been stable since the cooperation.

2. In the first half of the year, the overall service quality was relatively stable. In June 5438+0-May, the group questionnaires all exceeded the departmental assessment indicators, and the scores of each month were relatively stable without ups and downs; Our excellent service can be reflected in confidential letters and online reviews, which have been well received by guests. Especially in this year, the number of online individual customers increased sharply, which brought us great pressure, especially the overall hardware level of Building 8 was insufficient. We have improved the satisfaction of our guests through various personalized services and won a good reputation. In February and May, the guest room post of Building 8 and the reception post of Building 8 were awarded the title of excellent service team of the hotel respectively, which was an affirmation of our service quality.

3. Make a special health plan to supplement the room sanitary corner. In view of the decline in health quality since the first half of the year and the lack of personnel to carry out various health plans, the post has formulated a special health plan, requiring each employee to complete the special plan while completing his own workload. Although there was some resistance at first, through continuous publicity, it was finally understood by all the staff.

4. The sales awareness of the post has been continuously enhanced. During the period of1-May, the post workers completed the contribution of room and meal, exceeding the assessment index of the department. The sales awareness of grass-roots employees has made great progress.

Plastic wrap is provided on each floor, which is convenient for employees to provide personalized service for guests, and special small gifts (Wangzi steamed buns) are provided for guests on holidays. Through our continuous efforts, personalized service has become the biggest highlight and advantage of housekeeping department.

Three. reception service

1. Successfully completed the reception work of each Golden Week, all posts cooperated closely, followed up as planned, and all assessment indicators were completed, basically achieving "0" complaints about service quality and "0" occurrence of safety accidents, and accumulated some reception experience in the Golden Week;

Since the opening of Fuxia EMU, it has brought us a large number of passengers. Through a period of reception work, this position combed and formulated the summary and ideas of EMU customer reception work, which provided guidance for the next stage of work;

3. Effective follow-up of government butler service. Since the first half of the year, the station has sent a number of butlers to follow up VIP guests and groups, which has gained a good reputation. While doing a good job of reception, the butlers actively promoted the sales products such as room delivery in the hotel, which increased their income; At the same time, actively assist the hotel conference housekeeper to do the work of conference assistant housekeeper and complete the conference reception of each batch.

4. The post should do a good job in advance for different reception work, basically form a convention and achieve good results;

5. Innovate the layout of honeymoon rooms and increase the selling points of hotel products.

Four teams and people.

1. Implemented a number of employee care activities such as employee care plan, SMS blessing, singing birthday songs for birthday employees, giving gifts, etc., which won unanimous recognition from employees and improved employee satisfaction;

2. Organize many batches of outdoor team activities, which increases the communication opportunities of employees, relaxes the body and mind while working, and enhances the cohesion of the team;

3. Hold a monthly quality inspection analysis meeting every month to analyze the problems existing in the post last month and evaluate and reward the work of each team, which has played a certain incentive role;

4. On the basis of team questionnaire assessment, gradually implement the reward and punishment system of foreman KPI assessment, so that the assessment indicators can be decomposed into teams and teams, and the rewards and punishments are clear, which is conducive to achieving the assessment indicators efficiently;

5. Establishment of personnel training mechanism. According to the career orientation schedule, four employees, two foremen and two receptionists have been trained in the first half of the year.

deficient

1. The shortage of staff and the heavy workload of employees have caused some complaints and misunderstandings of employees, and the workload arrangement has a certain pressure, which has also affected the health quality and customer service quality, which is the main severe test faced since the first half of the year;

2. The training effect is not ideal, the assessment results of the second-level SOP process are unstable, and the employees' acceptance is not high. At the same time, some teams and groups did not follow up after training and forgot. Other routine training still has the situation that employees are not motivated, feel redundant and are unwilling to participate. At the same time, on-the-job training is not innovative enough, and the form is still relatively simple;

3. The quality of hygiene has declined, and there are cases where the OK room is not OK and the room hygiene cannot be guaranteed. Careless operation of employees and inadequate inspection and control of foremen led to the decline of overall sanitary quality. In the second-level quality inspection of the department and the third-level quality inspection of the post, the frequency of rooms with less than 95 points is higher;

3. Professionalism is not high, standardized operations are repeatedly checked by departments, team execution needs to be strengthened, on-site supervision by managers is not enough, employees often do not follow the process, and there is always self-righteous thinking, which leads to many complaints from guests.