Summary of hotel cleaning staff's work

Cleaning is just a business in the property service management industry. It embodies the clean image of industry units, and also leaves a first impression on the owners and the use of visual senses. The following is a summary of the work of the hotel cleaner I selected for you, hoping to help you!

Summary of the work of hotel cleaning staff (1) has been employed for more than a year in a blink of an eye. According to the work arrangement of the company manager, he is mainly responsible for the daily operation of the restaurant floor and the training of the department. Now he will make a work summary report and briefly outline his work plan for next year.

First, the hall ground site management

1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply etiquette and politeness to every point of their work, and employees should supervise each other and make progress together.

2. Insist on checking gfd before class. Those who fail gfd can only be employed if they are qualified. Correct me immediately if I find any appearance problems in my post and supervise the use of guests' manners, so that employees will develop a good attitude.

3. Strictly grasp the post positioning and service awareness, improve service efficiency, rationally allocate service personnel during the peak meal period, and support busy areas at any time with the foreman or encouragement as the center. Other personnel should carry out their duties, clarify their respective work contents, and carry out division of labor and cooperation.

4. Advocate efficient service, and require employees to serve guests as soon as possible when they need service.

5. Item management From large items to small items, whether it is customer damage or natural damage, everything needs to be well documented, implemented by someone, supervised by someone, and followed by a single person.

6, the management of public * * * regional health, require cleaning personnel to see foreign bodies or dirt must be cleaned up immediately. The sanitary requirements of each area are that the sofa surface, surroundings, dining table and ground should be clean and free from water stains, and placed neatly without inclination.

7. Dining time, because the guests are concentrated in the store, there will often be a phenomenon of guests queuing, and guests will be impatient. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive every table of guests, busy but not chaotic.

8. Buffet is a new item in the restaurant. In order to further improve the quality of buffet service, the General Implementation Plan of Buffet Service was formulated, which further standardized the operation process and service standards of buffet service.

9. Establish a restaurant case collection system, reduce the probability of customer complaints, collect restaurant customers' complaints about service quality and quality, and provide an important basis for improving daily management and service. All restaurant employees will analyze and summarize the collected cases and propose solutions to the problems, so as to make the daily service more targeted and reduce the probability of customer complaints.

Second, the daily management of employees

1. As an important part of restaurant employees, whether new employees can quickly integrate into the team and adjust their transition mentality will directly affect the service quality and team building. According to the characteristics of new employees and their entry conditions, special training is conducted to adjust the mentality of new employees, face up to the role change and understand the characteristics of the catering industry. Let new employees make full psychological preparation, alleviate the dissatisfaction caused by the unsuitable role change, and accelerate the pace of integration into the catering team.

2. Pay attention to the growth of employees, always pay attention to employees' mentality, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them.

3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management more standardized and effective. Combined with the case study of daily restaurant, employees have a new understanding and understanding of daily service and formed a consensus on daily service consciousness.

Third, there are shortcomings in the work.

1, in the process of work, the details are not enough, the work arrangement is unreasonable, and the priorities are not very clear in the case of more work.

2. There is a lack of communication between departments, and problems are often discovered only after they have gone wrong.

3. There are not many interactive links in the training process, which reduces the vitality and vitality.

Four. working face

1, do a good job in internal personnel management, and achieve strict system and clear division of labor in management.

2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of discussion, and build the service quality seminar into an exchange platform for all service personnel to learn from each other, share service experience and stimulate their thoughts.

3. On the basis of the existing service level, innovate and upgrade the service, focus on service details and humanized service, improve the entry qualification of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily service, establish quality service windows, create service highlights, and innovate service brands on the basis of brands.

4, in the management of goods responsibility to people, rules to follow, well documented, someone to implement, someone to supervise.

5. Strengthen the maintenance of member customers.

V. Overall management of restaurant planning.

1, strict management system, employment training system, clear job evaluation grade division, enhance employees' sense of competition, improve personal quality and work efficiency.

2. Enhance employees' welfare awareness, strengthen cost control and save expenses. Cultivate employees to develop good habits of saving, use water and electricity rationally, find waste, stop it in time, and strictly implement relevant punishment systems.

3. Strengthen inter-departmental coordination.

4. Pay attention to food safety and hygiene, and do a good job in various safety management.

5. Carry out multi-channel publicity and promotion activities, and cooperate with surrounding companies to increase the membership rate.

Summary of the work of hotel cleaning staff (II) First of all, on behalf of all the staff of XXXXX Property Management Office, I would like to express my heartfelt thanks to the leaders at all levels of the company, especially Comrade Mao Shun, the general manager of the property company. Secondly, I would like to thank other brothers for their support and help.

All staff of XXXXX management office will unite and help each other, overcome all kinds of difficulties, and better do the work and tasks of property service and management. The following is a summary of 20xx's work:

First, improve the property services and work completion.

It has been nearly a year and a half since the turn-key of XXXXX community, and the community management has gradually entered the formal management stage. All property services and community construction are constantly improving step by step, and the staff of various departments cooperate with each other in their work to continuously improve and complete all the work of property services.

Mainly in the following aspects:

1, community security work-security

Community safety plays an important role in community management. In order to provide a safe and comfortable living environment for the owners, we first pay attention to the public security management of the community and regularly conduct on-the-job training for public security personnel. Strictly implement working procedures, patrol inspection and patrol system. Security personnel are required to check carefully, perform their duties in a civilized manner, be polite and disciplined, and do their jobs well.

There are 16 security guards in our community, including 1 team leader, 3 garage administrators, 2 central controllers, 3 security monitor and 6 security guards. Each class is guaranteed to have five security guards on duty in turn, and the security guards are trained in professional knowledge of property management and related positions every week to improve their comprehensive quality and establish a good company image.

2, health management-cleaning

In order to improve the cleaning work of the community, strict cleaning procedures have been formulated, each floor is cleaned every day, the decoration garbage is bagged, piled up at fixed points, and centralized transportation management is adopted to ensure the cleanliness and beauty of the community.

6 cleaning staff, cleaning squad leader 1 person, 4 internal guards, and external guards 1 person. Provide professional skills training for cleaning staff every week to master work skills, save time and improve work efficiency and quality. Conduct irregular and irregular spot checks on internal security work, and clean up in time if it is found that it does not meet the daily hygiene standards, and implement a strict reward and punishment system; Foreign security personnel are required to clean up the garbage in the park in the morning, noon and evening, and all kinds of garbage are found to be cleaned in time. Strengthen the daily work management, so as to achieve the goal of cleanliness, improve their service awareness and company philosophy.

3. Public facilities and equipment management-daily maintenance

Engineering maintenance is one of the main work contents of property management in the stage of property right management. In order to ensure the normal life of the owner, our management office strengthens the management of the engineering maintenance department, and requires the engineers to rush to the scene as soon as possible after receiving the information about the owner's repair application from the front desk, properly solve the related problems, and feed back the maintenance results to the front desk.

During March of 20xx, due to the failure of the underground water pump, the water meters on the 4th and 5th floors of Building 1 turned loudly, and the water level in the high area was low, so the water could not be used normally, which directly affected the normal life of the owners. After receiving the repair report, the front desk will send a work order to the engineering maintenance master, find out the fault point in the shortest time, and contact the general contractor, namely Dongfang Jian 'an Company, to cooperate. After many repairs, the matter was solved and won the unanimous praise of the owners.

In April of 20xx, the weather became hotter and hotter, and more and more users used air conditioners, and the electricity consumption also increased accordingly, resulting in the loss of all switches in the owner's home. The owner proposed to solve it as soon as possible to avoid unnecessary losses. After careful inspection of the line by the electrician and the relevant staff of the power supply bureau, it was found that the reason for the power outage was the insufficient load capacity of the main switch in the basement of the residential area. As this matter involves replacing the total distribution capacity, it is still being solved.

20xx165438+1October, the weather was cold, and the municipal heating company provided emergency heating. Because of the poor construction quality of the newly installed heating meters in our community this year, there have been many cases of water leakage, and the owner's home has also been flooded. All employees in the engineering department worked overtime day and night, sacrificing a lot of personal rest time, especially Wang Chen, the monitor of engineering maintenance, who didn't rest for a month.

4. Greening management

In order to create a beautiful living environment for the owners, strictly implement the greening management measures, actively cooperate with the supervision, construction and maintenance work of the greening company, timely issue rectification notices and rationalization suggestions for the problems in the construction and maintenance of the greening company, and urge them to rectify.

The green area of our community is relatively limited, and the types and quantities of green plants are limited. In March, the leaders of the company found some problems during the acceptance of greening, such as: the joints of the fountain pool wall were not well polished, the survival rate of trees was low, the planting of sisal in the community was unreasonable, the road surface was not well polished, and the imitation wood floor was unqualified. For these problems in the construction, our management office issued a rectification notice to the greening company in time, suggesting that they solve them in a short time.

So far, these problems have been basically solved, which has met the requirements of community greening and created a good living environment for owners.

Summary of Hotel Cleaner's Work (III) Under the unified leadership of the company and the joint efforts of department employees, the company has completed various tasks arranged by the company for 20 xx years, which has been recognized by the owners.

Cleaning is just a business in the property service management industry. It embodies the clean image of industry units, and also leaves a first impression on the owners and the use of visual senses. As the saying goes: look at the ground through the door, sit down and touch the bench. This is the normal state of people's habitual psychology when checking their health.

First, clean standardization.

On the basis of last year, the work content was refined and the big grading standard was strict. Different areas and different parts have specific scoring evaluation. This is convenient for operation and inspection.

1, according to the standard training, in view of the job rotation and more new employees, the training is conducted by means of regular lectures on theory and on-the-job demonstrations. The squad leader teaches by hand, and the skilled workers pass on, help and lead, giving full play to the professional skills of the squad leader and mobilizing the enthusiasm of the skilled workers. In this way, students are easy to accept and master, that is, they improve their skills and narrow the distance between colleagues, killing two birds with one stone and bringing out the best in each other. Strictly control the training, explain the main points of operation, and be diligent and quick (that is, do it diligently and quickly); First rough, then fine, step by step, people walk things clearly (that is, once done thoroughly, people take all the garbage, sundries and tools away).

2. Do it according to the standard. Divided into two parts, the responsibility lies with people, and the target responsibility letter is signed, so that employees have standards in their hearts, and the daily worksheet is arranged in an orderly manner and operated accurately. Master Zhou is one of the best. The glass door and glass curtain wall in the hall are clean and transparent, and the coffee table and sofa are spotless. Master Yuan carried forward the work style of striving for perfection and cleaned the trash cans on the floor, which was not inferior to men at all and kept the main building clean and tidy.

Du Ming Building is being renovated now. In the case of small manpower and heavy workload, several masters also consciously take the standard requirements, move closer to the standard, and strive to approach and reach the standard. Their work can only be described as sweeping the floor and mopping the floor with sweat. More importantly, mobilize personnel to take positive actions without complaint. Master Lao Fan's responsibility area is the most thorough and clean at present, and it is a standard model that is difficult to see from the decoration stage.

3. Check according to the standard. Don't go through the motions in the inspection work. Put an end to chaos, even if problems are found, we should pay attention to the weight of expectations, try not to hurt harmony, and provide assistance in many ways. There is only one purpose, and the standard does not give up. Routine inspection with constant skills is an indispensable measure for cleaning standardization. Only in this way, the fence will not be a dead letter, and the sanitation of the community will win the satisfaction of the owners and users.

Second, put forward strict requirements for health.

Establishing a national health city is an important decision of the municipal party Committee and municipal government. Over the past year, we have always tightened this ambition and never dared to relax. The situation in this area has been very good.

1, the time required by the superior, strictly implemented; Do it strictly according to the standard. The cleaning time of the square used to be from 8 am to 8 pm. In order to create sanitation, the relevant departments require us to do a good job of sanitation before 6: 30, and then arrange vehicles. Without increasing the number of staff, the two students were changed to the same class in the morning and afternoon, which extended the class time and met the time requirement of creating health care. Admittedly, although the class time has been shortened, the workload has doubled. However, the two masters accepted the assignment without saying anything.

Other businesses:

1, clean the dirty day shift or check out at night.

2, public * * * area cleaning, including corridor dust, door frame cleaning, bronze desk dust, bottom corner line, telephone line dust.

3. transport linen.

4. Check the project.

5. Clean the workshop and replenish consumables.

6. Clean the vacuum cleaner.

7. Organize the office area.

Problems and solutions:

1. Clean the cashier room at night to see the actual situation. In the case of high housing rate, there will generally be more services for guests.

2. The public * * * area should be cleaned regularly, and it should be moved back under special circumstances, but relevant records should be made. Therefore, relevant PA cleaning forms should be provided and recorded in time for the next work.

3. The consumables in the workshop should be counted every day, and once they are found out of stock, they should be reported in time to facilitate the work in the middle shift.

4. Before leaving work, the work car must be packed up and checked by the foreman before leaving work-on the one hand, it is to form good work habits, on the other hand, it is also to facilitate the next shift. If you meet a guest who needs to clean the room urgently, you have to make it up before you can clean it, which delays working hours and easily causes guests to resent it.

Management:

1. The standards for placing articles in guest rooms should be promulgated and implemented as soon as possible. Up to now, there are many kinds of items with low standardization, which is not conducive to forming the impression of Mo Zhong standard in our minds, leading to how to put them as we want, or just filling them up, which essentially leads to the relaxation of thinking, the relaxation of thinking and the imaginable action.

2. Work should be programmed and standardized. It is understood that most people are more active in their work now (coming earlier) because on the one hand, they should be more United internally than before, on the other hand, they should have some procedures in their work now, knowing what to do every day, what is necessary and what is auxiliary, which is more fulfilling than before, improving their autonomy and reducing their dependence (for example, what they can't finish in the day shift is left to the night shift).

Personally, I think the things that must be completed in the day shift every day (under the normal housing rate) are as follows:

1) Do housework-clean and tidy the room.

2) Arrange the work car (add items).

3) Count linen (the quantity has been checked and added).

4) Inventory the consumables in the workshop, check for missing items and hand them in.

5) After completing the above tasks, you can complete the following auxiliary things. Vacuum cleaner cleaning, linen delivery, uncleaned rooms and public areas cleaning.

3. Strengthen the supervision system and strengthen the supervision and management of room quality.

Including the supervision between employees, the supervision from superiors to subordinates, mutual supervision is conducive to overcoming the loose work style, forming a good sense of discipline, effectively curbing the use of irregular rooms, and reducing the inconvenience and complaints of guests-for example, some rooms are not equipped with mineral water and towels.