Annual work summary of hotel room service

Annual work summary of hotel room service (5 articles in common)

Summary is a written material to review and analyze the study, work and life or their completion, including achievements, existing problems, experiences and lessons, which can give people the motivation to work hard. Let's learn to write a summary together. Have you figured out how to write a summary? The following is my summary of the annual work of hotel room service (5 general articles), which is for reference only and I hope to help you.

annual work summary of hotel room service (5 general articles) 1

I was transferred to the security department of xx Hotel on 2xx, and I have been working for 12 months. Although the working hours are short, the spirit of learning while working is fully carried forward, and the fire safety work of xx Hotel in 2xx and the temporary tasks assigned by the hotel's superiors are successfully completed.

The work in 2xx is summarized as follows:

1. Basic work:

When I first took over the security department, I found that the employees in the department were not active in their work attitude, poor in their work coordination ability, and weak in their sense of responsibility, and there were often phenomena such as missing posts, missing posts, dozing off, not deploying the work, ignoring the management, not asking questions, not doing things, and being inflexible in their work. After nearly a month's observation and thinking, I decided to start with the mentality of employees. Adjust employees' working mentality, actively communicate with each other, help employees establish self-confidence in their work and cultivate their team awareness and business skills. In the work, we constantly encourage employees to constantly train employees and learn from each other's strengths. As the head of the department, I insist on setting an example by myself, and insist on leading the work at the forefront. Give appropriate rewards to security guards who work actively and study hard. Those who are not motivated and slacking off will be removed from this department without mercy. In addition, the interview of candidates should be strictly controlled, and the candidates who fail to meet the employment standards of the Security Department should be determined not to give new employees work pressure, so that they can adapt to their jobs as soon as possible, and should be managed at different levels and refined at different levels.

The above working methods have achieved great results and laid a good foundation for future work.

with a stable and good working attitude, all the staff of the security department assisted all departments to complete various temporary tasks such as ordering food and delivering food, carrying goods, site construction, emergency rescue and disaster relief, etc. * * * for 457 times, handled 3 guest complaints, assisted the public security department in public security work for 6 times, handled 1 civil case of hotel employees, and received 13 inspections of public security and fire control related units. In addition, the 1-day safety activity organized by the Group Administration Center in 2xx and the 11-day monitor installation supervision from 2xx to November x were successfully completed, which was well received by the hotel management company general manager office, various departments and related units of the hotel.

2. Document registration:

The scope of work involved by the security department ranges from the safety and fire control of the whole hotel to the information of the department. From 2xx to 2xx, the security department's on-duty registration book, the security department's parking registration book, the guest luggage access registration book, the fire-fighting equipment inspection record form, the hotel's safety and fire prevention plan, the hotel's fire emergency rescue plan and the hotel's emergency plan were established and revised in combination with the actual work needs of the hotel. While all documents are registered for use, they will be constantly rectified according to actual needs. Each registration book will be checked by the department head after use, and will be sorted and saved.

At present, because the hotel management company is a social service industry, employees in various departments change frequently. In the middle of 2xx, I drew up the fire training materials and made the slide teaching template by myself. It is decided that before the arrival of the 2xx Universiade, all employees of the hotel management company will be given a fire training according to the actual situation of the hotel management company. The purpose is to let all employees know the fire hazards and emergency treatment, be familiar with the fire control organization of the hotel management company, and be familiar with what to do and how to do it in the event of a fire.

Third, the main problems:

1. In 2xx, the staff training of the Security Department was insufficient, mainly in two aspects: courtesy and general maintenance of the equipment used by the Security Department. In 2xx, while strengthening the training of new and old employees in the security department, we began to revise the training materials. Moreover, according to the actual situation, a new equipment maintenance and fault registration of the security department is drawn up, so that it can be reported for approval before use and included in the handover after use.

2. The humanized management system should be expanded in the management of the security department, and the main experience should be in the system of sick leave and personal leave for security guards, so as to avoid passive and mechanical management.

3. The work order is not strict enough, and the work is strictly deployed at different levels under the principle of strict hierarchical management. So that the work of hierarchical deployment can be implemented every day and everyone, and the importance of hierarchical deployment will be promoted as an important basis for assessment.

4. Report to general manager office and try to change the previous management mode and management system, reverse the concept of the word management, and truly lead employees with flexible thoughts and actions.

In 2xx, the security department of xx Hotel has set new goals for itself, and will be pragmatic and innovative under the leadership of the hotel management company, and resolutely complete the tasks assigned by the superior.

the year 2xx is coming to an end. Here, in order to thank general manager office, the hotel management company, and all departments for their care and help during the year, on behalf of all the security guards of xx Hotel, I wish general manager office, the hotel management company, and all employees of all departments a happy New Year and all the best! Summary of the annual work of hotel room service (5 general articles) 2

xx is the first year of the hotel's opening, and the work of xx is an important stage for the hotel and the department to lay a foundation. According to the overall plan of the hotel, with the care and support of the hotel leaders and the efforts of all the staff of the room service department, the room service department closely focuses on business and carries out work in employee training, service, facilities and equipment maintenance, product quality control and other aspects. Now, we will report the specific development of the above work last year:

1. Training

Before the opening of the hotel, employees went through three stages: military training, theoretical study and hotel internship, but after the opening of the hotel, there is still a big gap between employees and our standards in terms of 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 the training work in the first place.

according to the actual situation of employees, the department has made a detailed training plan and adopted various training methods for training. In the aspect of business skills training, we should master the working procedures and standards first, and practice them for employees on the spot according to the theoretical learning content, and let employees operate in person and guide them on the spot, so that employees can master the basic operating skills. The basic skills have been practiced. As long as you practice more, the goal of improving work efficiency will be realized. Through these trainings, the working hours of employees have reached the industry standard. The check-in time for the reception guests in the front hall is also kept at about three minutes, and the front desk staff of the conference row room have fully mastered their 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 improved obviously. After the ups and downs of work quality in recent months, the housing department deeply feels the importance of departmental training. In next year's work, the housing department will carry out targeted training according to each position.

second, in terms of service

whether the hotel can retain guests depends on the software, that is, the service. In order to provide guests with a good sleeping condition, the housekeeping department specially prepared pillows with various fillings, such as buckwheat pillows, chrysanthemum pillows and cassia pillows, for the convenience of guests who don't like soft pillows, and spare quilts are also equipped in the cabinets of each room for the convenience of guests. In addition, the room is also provided with free fruit every day, and the bedroom and bathroom are equipped with flowers. The delivery of flowers and free fruit in the room is a service provided by important guests in other hotels, but in our hotel, as long as the guests stay at the counter price and the agreed price, they will get a free seasonal fruit every day, and all guests will be provided with flowers when they stay, enjoying the treatment that only important guests can enjoy in other hotels. This measure has also been recognized by our customers. Although giving free fruits and flowers every day increases the cost of operation, the indirect benefits brought by it are far higher than his cost. In the future work, the housekeeping department will also provide more free services that are convenient for guests' lives according to the situation, and provide guests with a living atmosphere of home away from home. Next year, the housing department will implement the floor butler service plan. 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 to improve service quality and management.

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

The ultimate of hotel service is personalized service, satisfaction and surprise service, which is also the service goal pursued by the housekeeping department. How to achieve personalized service? The housekeeping department held a departmental meeting for this purpose, requiring every employee to pay attention to the daily life of the guests at work. Only in this way can we discover the habits of the guests and provide targeted services. Guest 33 is a guest of Dafu Company and has been staying in the hotel for a long time. One day, when cleaning the room, the staff of the housekeeping department found a lot of cold medicine on the guest's desk, and saw the guest covered with two quilts, so they reported the matter to the morning shift foreman. Because of the hotel regulations, we can't buy medicines for our guests, so in order to show our concern, the floor foreman prepared a hot ginger soup, but the guests didn't come back in the afternoon, so the early shift foreman handed it over to the middle shift foreman. When the guest returned to his room around 11: pm, the waiter immediately sent the boiled ginger soup to his room. When the guest saw this bowl of hot ginger soup, his gratitude was beyond words.

3. Maintenance and maintenance of facilities and equipment

As we all know, the housekeeping area accounts for nearly 7% 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 housekeeping department strictly implements the maintenance regulations of facilities and equipment, regularly flips mattresses, waxes furniture and maintains cotton fabrics and rooms. In particular, the housekeeping department attaches great importance to the maintenance of carpets, and requires employees to do some cleaning in time as long as they find some stains on the carpets in their usual work, which can not only reduce the washing times of carpets, but also maintain the overall hygiene of carpets.

Although the Housing Department has made some achievements in the first half of the year, it has also exposed some shortcomings during this period of operation. In view of these shortcomings, the Housing Department will continue to improve its work in next year's work, and continue to carry out various tasks around the strategic idea of taking management as the center and "creating brands for development". Under the condition of ensuring the completion of business objectives, it will continuously improve service quality and improve service facilities, so as to enhance the visibility and reputation of enterprises in provincial capitals where hotels gather. Work hard 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 work of the housekeeping department. The above is my work report this year. Thank you! Summary of the annual work of hotel room service (5 general articles) 3

The intense and busy year is coming to an end. Looking back on my work this year, I have gained a lot. In order to work in by going up one flight of stairs next year, it is necessary to sum up the gains and losses in this year's work. Here is a summary of my work.

First, the overall review of the work

As a service department, housekeeping department is our primary job to do a good job of cleaning and providing guests with a clean, quiet, comfortable and warm rest environment, but at the same time we are also responsible for generating revenue and saving money for the hotel. Over the past year, with the concerted efforts of all staff and department managers, all the parts with business indicators have completed the tasks assigned to us by hotel leaders at last year's work meeting. While striving to generate income, we also don't forget to save money. The department runs through the saving work throughout the year, and makes 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 profit of the group.

Second, work achievements

Learn and standardize the service terms of posts, and strive to improve the quality of customer service. In order to reflect the professional quality of the staff engaged in hotel rooms, in view of my unfamiliarity and irregularity in the service terms of each post, I learned the service terms of the post among my colleagues and in the training of the manager in charge of the group's rooms, and then absorbed them into my own use as a language guide for my communication with guests. Since I standardized the implementation of service terms, I have improved my communication with customers significantly. As a result, in any period of work, it is important to persist in good things and learn new things by reviewing old ones. I will intensify my study and application.

increase revenue and reduce expenditure, reduce costs and increase efficiency, and start from scratch. Housekeeping department is the main revenue-generating department of the hotel, and its capital cost is also very high. In line with the idea that saving is to create profits, my colleagues and I will start from ourselves and start from scratch to put an end to all waste, mainly in the following aspects: recycling disposable low-value consumables for customers, such as toothpaste, which can be used as a cleaner. Every morning, it is required to turn off the aisle lights on the returning floor and turn them on after six o'clock in the night shift; Unplug the electricity card after checking out; The implementation of the room day after day can save a lot of electricity for the hotel.

in order to do a good job in guest room hygiene and service, leaders often assess and evaluate our room cleaning skills and rounds. From this, it is found that there are irregular and unscientific problems in our operation. In view of the existing problems, the staff above the class level in the district hold a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits. We also use the off-season to keep practicing, carefully clean and check every room, and through the assessment, we have achieved certain results, improved the sanitary quality of rooms, and reduced the overtime phenomenon of rounds.

leaders have adopted centralized training, special training and individual guidance training for employees, which has greatly improved the hotel awareness of employees, further deepened the service concept, and smiling with voice has become the conscious action of employees. We have a vivid understanding of what personalized service is, from sensibility to rationality, and the whole group has formed a good atmosphere of "all work is to satisfy guests". Thus, it has deepened the comprehensive combing and improvement of employees' pre-job training, departmental training and team training from theory to practice.

Third, there are problems at work

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 snubbed. In the future, you will try your best to overcome this situation at work and really build up your mind: