Summary of housing department's work

Introduction: Many people must have written a work summary, especially at the end of the year, so how to write the work summary of the housing management department? Where is the summary of the work of the Housing Department? Next, I will bring you the collected model essay on the work summary of the housing management department. Welcome to read!

Summary of Housing Department's work: "Time flies and a new year has begun. Under the guidance of hotel leaders. We have accumulated experience in hotel management and learning, and made progress in exploration and development. Some achievements have been made, but there is still a big gap from the requirements of the leaders. The work of 1* and the work plan of 12 are summarized and reported as follows:

(divided into guest rooms and lobby)

First, strict management system, improve management procedures:

Hotel rules and regulations need to be constantly adjusted and revised according to the actual situation of the hotel, consistent with the actual operation and management of the hotel, and effectively play the role of regulating hotel operation, which is the basic work of hotel regularization construction. It is the guarantee of the benign operation of the hotel, standardizing the behavior of personnel, coordinating the relationship between all parties, ensuring the quality of service, avoiding arbitrariness and safeguarding the interests of the hotel. Now the hotel management system has been basically improved, which has laid a solid foundation for the development and promotion of the first hotel in Jiangnan. Avoid the wrong practice that power is greater than system. Manage people and things with the system; Instead of employing people to manage people.

Second, the hotel status analysis and objectives:

At present, after renovation and decoration, the hotel has become a new comprehensive hotel integrating high-end catering and cooking clubs, guest rooms, business meetings and luxury KTV clubs in Jiangnan area, and is in a leading position in the local hotel and hotel industry. Hotels have many advantages, but under the premise of such fierce market competition, the situation requires us to further strengthen management and improve efficiency. Profit is the lifeblood of hotels.

At present, hotel management is rather chaotic, and the "management mode" is mainly manifested as "rule by man" management. Managers often appear random management, and hotel rules and regulations are ineffective, which is not conducive to the construction and development of hotels. The service quality of the customer department needs to be optimized. From the complaints and feedback of the guests, it is found that the hardware and software of the hotel do not match; The service quality of employees needs to be improved, and employees should actively and consciously serve the guests and put an end to the phenomenon that the guests move easily; The untidiness, carelessness and untimely equipment maintenance of Gfd also affect the overall service quality of the hotel.

Three. The overall objectives and requirements of the hotel housekeeping department in the new year:

In 20 1* year, we will face more intense market competition and more severe forms. We should take "profit" as the lifeline of the hotel, and take the concept of income generation from operation, profit creation from management, excellent service, safety and stability as the concept. Combined with the actual situation of hotel operation, management and service, we should improve the quality, change the concept, enhance the overall service consciousness and saving concept of the department, actively do a good job in the quality and knowledge education of "everyone is a salesman" employees, and make further preparations for increasing hotel income.

In order to successfully complete the hotel business tasks for the next year, this department must do the following work:

(a), with efficiency as the goal, do a good job in front desk sales.

Cooperate with the sales department to increase promotion efforts, broaden sales channels, tap potential internally, expand customer sources, and work hard on all-staff marketing and all-staff service. Everyone is a waiter, there is service in marketing, and there is marketing in service, so that our new and old customers feel at home, give them more personalized services, reasonably promote our rooms and restaurants, and ensure the maximization of hotel interests.

The front hall is the window of the hotel, the facade of the hotel, and a relatively concentrated place for guests to ask questions, reflect the situation, make suggestions and complain. In line with the tenet of "guests first, service first" and "completely satisfying guests", we should not only be polite and enthusiastic, but also resolve conflicts and properly handle complaints from large and small guests.

(2), the division of labor in place, pays special attention to the guest room work.

In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department makes reasonable arrangements for the daily work according to the requirements of the hotel, and also regulates the gfd of each employee, so as to keep all employees consistent in their thoughts and behaviors and ensure that all the work in the guest room can be put in place. Summarize last week's work at the team weekly meeting, arrange and write the work for next week, and incorporate the contents of hotel-related documents into it, fully embodying the "rigorous, meticulous and pragmatic" work style.

(3), to reduce consumption as the core, do a good job of maintenance.

On the basis of the original expenditure of the department, put forward the requirements of energy saving and consumption reduction to the employees of the department; Efforts should be made to save expenses, reduce costs, and strengthen education and training on energy saving and consumption reduction of hydropower, energy consumption and rational use of materials.

(4) Strengthen the management of department personnel on the principle of lean.

Reasonable staffing, according to the actual situation of hotels and departments, with the principle of lean and efficient employment, to cultivate outstanding talents; The quantity is suitable, so that the competent can go up, the mediocre can go down, and the mediocre can go down; Give full play to the subjective initiative of talents, control the expenditure of human resources and adjust the settlement and purchase of personnel according to the needs of hotel operation.

(5) Take the "training plan" as a reference and do a good job in training.

Formulate departmental training plans and organize employees of this department to carry out on-the-job business training, so that employees' work can be promoted and displayed. Enhance the overall cohesion, centripetal force and affinity of the hotel merger department, strengthen the quality education of employees and the cultivation of business knowledge, and improve the core competitiveness of the hotel.

(6) Establish the business philosophy of "Safety is more important than Mount Tai"

As a public place, the safe operation of the hotel is the overriding responsibility. In order to ensure the smooth operation of the hotel and the safety of life and property of guests, hotels and employees, safety is an important content. All employees in the department should bear in mind that "safety is more important than Mount Tai".

Four, the front office work summary this year and next year's plan:

In this year, with the constant turnover of personnel, all the staff in the front office can still overcome difficulties, forge ahead in unity and successfully complete all the reception tasks assigned by the hotel. Throughout the year, * * * received numerous teams and meetings, which were well received by the guests in the whole reception process. In the past year, the front office has done the following work:

(a), strengthen business training, improve the quality of employees.

As the facade of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel. Therefore, the training of employees is the focus of our work. This year, detailed training plans have been made for several departments: for the switchboard, we have trained the language skills of answering calls; Train baggage handling and storage services in the baggage office; Accept cashier etiquette, house sales skills, business work handling and other training; Only through training can employees further improve their business knowledge and service skills, and better provide quality services to guests.

(2) Instill the employees with the awareness of "increasing revenue and reducing expenditure" and control costs.

"Open source and reduce expenditure, open source and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the hotel's call to carry out cost-saving activities and control costs.

(3) Strengthen the sales awareness and skills of employees and increase the occupancy rate.

According to the market situation, actively promote the sales of scattered rooms. While giving preferential policies to the hotel, the receptionist flexibly grasps the room price according to the market situation and the check-in situation on the same day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has increased. We emphasize the purpose of the receptionist: "As long as the guests come to the front desk, we should try our best to keep them" and strive for more occupancy.

(d) Pay attention to the coordination among departments.

Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is a problem, you can actively coordinate with this department to solve it, so as to avoid things from getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

(five) to strengthen the management of various reports and data.

According to the regulations of the Public Security Bureau, the front desk will check in for each guest and input it into the computer, while the information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau through the hotel's customs declaration system in time, and the notice issued by the Public Security Bureau will be seriously implemented to remind and store each guest's valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly.

(6) Existing problems:

1, the service lacks flexibility and initiative;

2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;

3. Some new employees are not skilled in their work;

4. The copier in the business center is aging, and the effect of the copier is not good, which affects the income of the business center.

(7) According to the new sales target and task of the hotel business department, and in order to cooperate with the sales department to complete the task, formulate the work plan of the 20 1* department:

1, continue to strengthen training, improve the overall quality of employees and improve service quality;

2. Stabilize the labor force and reduce employee mobility;

3. The aging of "hardware" and the supplement of "software" make up for the aging of equipment by improving service quality;

4. Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel.

The new year has begun, and all the staff in the front office will provide the best service to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".

Five, the computer room department work summary this year and next year's plan:

(1) I completed the following work in 1*.

1. Standardize the terms of service of all departments and posts, and improve the quality of customer service.

Since the implementation of standardized terms of service, the communication between employees and customers in our department has improved significantly. However, in the later period, many employees were lax about this, and they were not strict with themselves, showing signs of returning to nature. This is also a pity, but it is good to persist, and it is important to review the old and learn the new. Our department will intensify supervision and inspection.

2. In order to ensure the quality of room sales, strictly implement the "three-level rounds system".

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 product, including room hygiene, facilities and articles. In order to effectively improve the qualified rate of room quality, our department strictly implements the "three-level ward round system", that is, employee self-inspection, foreman survey and supervisor spot check to ensure that omissions are minimized.

3. Implement the first question responsibility system.

The implementation of the first question responsibility system requires a lot of information from front-line positions such as room service center, the flexibility of employees to handle things and the ability to solve customer service needs. All positions are required to collect information extensively, strengthen training and study, and expand their own knowledge in order to better provide services to guests.

4. Carry out technical training, cultivate technical experts, and effectively improve the practical level of computer room staff.

In order to do a good job in guest room hygiene and service, the housekeeping department takes advantage of the off-season to conduct technical training activities for floor staff, and to assess and evaluate the staff's room cleaning and rounds. It is found that the operation of employees is very irregular and unscientific. In view of the existing problems, lead the staff above the class to hold a special meeting, analyze the existing problems, retrain the staff and correct the bad operating habits.

5. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch.

Guest room is the main revenue-generating department of the hotel and the department with the highest cost. In line with the concept that saving is to create profits, all employees in the department should start from themselves, from scratch, and put an end to all waste. At the same time, in the skills assessment of employees, energy conservation is also taken as an assessment item, with the purpose of strengthening employees' awareness of energy conservation, which is mainly manifested in:

① Require employees to recycle disposable low-value consumables for customers, such as toothpaste, which can be used as cleaning agent, and toothbrushes and combs can be sold to waste collection stations after recycling.

(2) Daily requirements include cleaning the check-out room and turning off the lights, and unplugging the electric card after check-out; The room air conditioner is turned on before the guests arrive in advance, and other power-saving measures are implemented day after day, saving a lot of electricity for the hotel.

(3) In order to control the cost of goods, according to the budget indicators issued by the hotel to the departments, the goods recipients of various departments are reasonably divided. Each department applies for goods with a quota every month, and the goods received shall not exceed 85% of the quota. If it is really necessary to exceed the quota due to work needs, it can only be collected after the manager's instructions, and the responsibility for collecting guest items lies with people.

6. Adhere to departmental assessment and strive to create a good working atmosphere for employees.

Under the guidance of "Excellent Staff Selection Scheme", the department insists on selecting excellent staff every month, arousing their work enthusiasm, fully mobilizing their initiative and consciousness, forming a benign competition situation that encourages the advanced and spurs the backward, so as to avoid doing badly.

7. Establish engineering maintenance files and track the maintenance status of guest rooms.

The Butler Center has established engineering maintenance files to record some special maintenance items, so as to track and understand the maintenance status of rooms in time, thus more effectively ensuring the integrity of facilities and equipment in rooms for sale, and at the same time better understanding the operation status of facilities and equipment in a room for a period of time.

8. Ensure that check-out is timely and accurate.

Ensuring the timeliness and high accuracy of ward rounds has always been a major difficulty in our department. If it is not done well, it will not only leave a bad impression on the guests, but also bring economic losses to the hotel. Through continuous exploration, according to the characteristics of hotel guests, in the absence of exact check-out time, they will take the initiative to find the relevant person in charge or ask the switchboard for the wake-up time to find out the wake-up time of the guests, then calculate the check-out time of the guests and make personnel arrangements in advance; According to statistics, the timeliness and accuracy of checking out this year have been significantly improved compared with last year. However, some problems in the check-out did not agree with the previous receipt, but we will continue to work hard in line with the principle of safeguarding the interests of the hotel.

Summary of Housekeeping Work II As the New Year bell rings, we bid farewell to the 20 1* year and warmly welcome the 20 1* year full of hope. In the past year, all the staff in the housekeeping department worked hard with one heart and one mind, closely focused on the work objectives put forward by the hotel leaders, worked hard and worked hard, actively completed the tasks assigned by the superior leaders, and successfully completed the annual income tasks and various business indicators. On the basis of daily work, the department constantly learns service skills and strives to improve the level of business management. We should be strict in thinking, practical in work and practical in service, and improve the quality of work in all directions. 20 1* with the strong support and cooperation of various departments, the average occupancy rate of rooms has reached? * * * Receive and sell guest rooms, and realize operating profit of RMB, including team income of RMB, personal income of RMB and conference income of RMB.

Looking back and summing up the work, achievements, experience and shortcomings of the past year when we bid farewell to the old and welcome the new, so as to help Chang Yang to make full use of its strengths and avoid its weaknesses, make great efforts to make progress and create new achievements in the new year.

1. In 20 1*, the Housing Department completed the following work:

1. Establish and improve the departmental regular meeting system and training system. In order to ensure the stability of the quality of guest room products, the department established the morning meeting system according to the work requirements, and arranged and requested the work of the day at the morning meeting, so that employees could understand that "today's service is tomorrow's market", set up the sales of all employees ideologically, raise their words and deeds to the height of sales, and make employees realize that the quality service they provide for their guests supports sales, so that all employees can maintain a high degree of ideological consistency and ensure that all work can be put in place. At the weekly class meeting of the department, each manager is required to summarize last week's work and arrange next week's work, and the department manager comments and supplements, which fully embodies the "rigorous, meticulous and pragmatic" work style.

2. Standardize the service terms of each district and post, and improve the professionalism of customer service. In view of the nonstandard and inconsistent service terms of various posts in this department, this department has collected the professional service terms of various posts, removed their essence and standardized them as a language guide for our communication with customers, and also for us.

Training materials. Since the implementation of the standardized terms of service, the employees in our department have significantly improved their language communication with customers. In order to effectively improve the quality of guest room products, our department strictly implements the "three-level ward round system", so as to check at all levels, strive to minimize omissions, strengthen supervision and inspection of management personnel, and analyze and rectify problems found on the spot.

3, people-oriented, pay attention to the working conditions of employees, increase training efforts and training methods, so that the quality of service can be better improved. Due to the working characteristics of the hotel, the quality and comprehensive ability of new employees recruited by various departments are different. Most of them come from low-star hotels or have never worked in hotels. Their understanding and operation ability is weak, which brings great difficulties to department management, frequent service failures and health quality problems, and the department work is in a passive situation. To this end, the department has formulated detailed training plans and training contents for new employees and systematic training plans and training contents for on-the-job employees, and the department manager is personally responsible for training and supervision. And make a special assessment of each training content, so that the training work can be deeply consolidated. At the same time, the department collects complaint cases and problems found in daily work every week and month, and the management personnel focus on research, find out the crux of the problem, and conduct special training for employees to solve the problems in service and management one by one through training.

4. Standardize departmental systems and operational procedures, and pay attention to service details management. To build a first-class team, we must first do a good job in the construction of managers themselves. In order to achieve high-quality service and high-quality management in the past year, the department has revised the systems and processes that are not applicable to the current work, and added some procedures and systems that were not considered in the previous work; The departmental management system has been further improved, and the management work has become more standardized, procedural and standardized. In terms of detail service, we always insist on providing VIP guests with turndown service and warm message service for weather forecast, so as to provide guests with a home-away living atmosphere.

5. Establish various file management ledgers and do a good job in the maintenance of facilities and equipment. Whether the guest room facilities can reach the specified service life will directly affect the efficiency and long-term development of the hotel. Therefore, in the maintenance of facilities and equipment, the department has established engineering maintenance files in the room service center to record some special maintenance items, which is convenient for tracking and understanding the maintenance status of rooms in time, thus ensuring the integrity of room facilities and equipment. The department has worked out the maintenance plan of mattress turnover, furniture waxing and stainless steel products, strictly implemented the maintenance procedures of cotton products and the correct operation procedures of room electrical equipment, and extended its service life through various measures. In particular, the security team should strengthen the maintenance of carpets and require employees to clean them in time as long as they find stains on the carpets in their daily work, which can not only reduce the washing times of carpets, but also maintain the overall wear and tear of carpets. 10, the department cooperated with the engineering department to conduct a comprehensive investigation of room air conditioning, which solved the air leakage problem of room air conditioning in summer.

6. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Guest room is the main revenue-generating department of the hotel and the department with the highest cost. In line with the concept that saving is to create profits, our department calls on all employees to start from me, from scratch, and put an end to all waste, with the aim of strengthening employees' awareness of energy conservation. Mainly manifested in:

1. Quantify the disposable low-value consumables used by customers in all districts, take stock once every 15 days, and put the responsibility on every employee. The daily consumption statistics are filed for future reference, so as to achieve quantitative assessment.

2. The department has been asking employees to recycle disposable low-consumption products for customers, such as toothpaste as a cleaner and soap to return to the washing center to clean tablecloths; Shampoo and shower gel are recycled and refilled; According to the actual water injection situation in the guest room and the boiler room of the engineering department, the opening time of the boiler can save costs every day, 250 yuan.

3. Implement strict lighting management system. According to the weather conditions, turn off the floor corridor and hall lights in the morning shift and turn them on in the evening shift, and only keep a small amount of lights after the early hours of the evening, and adjust them according to the weather changes, according to the two schemes of summer and winter; The switch of the aisle fan is also clearly defined; Unplug the power card after check-out and put an end to the ever-burning lamp. The light bulbs of various lamps are reasonably arranged and unified, which ensures the full coordination of indoor lighting and achieves the purpose of energy saving and consumption reduction.

4. In order to control the cost of goods and reasonably divide the consignees in each district, the items and cleaning agents applied for in each district should be fixed every month, and the consignees should not exceed 85% of the quota. If it is really necessary for work, it must be approved by the department manager before it can be collected, and the responsibility of the recipient should be implemented to the people.

7. There is no end to charity. 10, the public health group of the department and the guest room group successively found several valuables left by guests in the lobby sofa, bathroom and room, including mobile phones, cameras, a lot of cash, etc. All the valuables collected are returned to the guests through the assistant manager and the front desk staff, which brings a good reputation to the wine. Among them, 1 person was commended by the hotel and 3 people were praised by the guests. During the preparation for the opening of the hotel, all the staff of the department worked overtime, 16 hours a day, trying to complete the task. In order to beautify the green environment around the hotel, the department often organizes employees to weed and pick up stones on the grass outside after work. Make our environment more beautiful. Team spirit and the good deeds of the department are worth learning and carrying forward. We will certainly maintain this good atmosphere and enhance the cohesion and team spirit of the department.

8. Safety is more important than Mount Tai. Safety is the lifeline of the hotel. Room safety is a very important content in room service. The purpose of safety work is to ensure the personal and property safety of guests and make them feel comfortable and at ease. In terms of safety work, we have done the following work: 1, from the preventive measures and handling methods of hotel emergencies to the inspection requirements of various electrical equipment. Starting from bit by bit, the person in charge of safety in each area is defined, and the working principle of "whoever is in charge is responsible" is emphasized. 2. Improve the safety awareness of employees in this department. Require department employees to report suspicious people or things in time, and pay attention to whether there are idle people on the floor and whether there are high-power appliances or suspicious items in the room. 3. Strengthen the regional inspection system. Require the responsible person of each district to strengthen the daily regional inspection, and the department manager will lead the department manager to conduct self-examination and self-correction on the area under the jurisdiction of the department regularly, and rectify the problems on the spot when found, so as to strengthen the sense of responsibility of the management personnel. Especially at night, strengthen the number of people on duty at night to inspect the building, pay attention to check whether there is any abnormality and make records.

Second, the problem of the past year.

1, the personnel quality is not mature enough, the personnel fluctuates greatly, there is a lack of skilled staff, and the departmental team has not formed a ladder construction.

2. The professional knowledge of department managers needs to be improved, and the learning of star service knowledge needs to be strengthened. For some jobs with strong professional skills, such as the understanding of business knowledge hotels, the technology is not tough enough. Lack of management awareness, the management of people and things is not enough, and the knowledge of carpet cleaning and maintenance needs to be strengthened; The maintenance and renovation technology of marble floor needs to be further improved.

3. There are still many problems in management details to be further discovered and solved, the sense of responsibility and professional level of department managers need to be strengthened, and the technical level and sense of responsibility of washing personnel need to be improved.

According to the work plan, this year's maintenance plan is being implemented in all districts, such as polishing the stainless steel in the guest room, cleaning the toilet tank, descaling the hot water kettle, disinfecting the telephone cup, cleaning the carpet and turning over the mattress. However, due to the extensive cleaning and maintenance scope of the housekeeping department, there are many kinds of equipment and facilities. Due to the problems left over from the project, the maintenance work such as carpet, room shower glass, marble floor and toilet floor decontamination has not yet been put in place.

5. Because there are many new employees, their business skills are not skilled enough, they are not careful enough when checking out, and the speed is slow, which affects the check-out time of guests. The overall staff on the floor and PA are older and the service efficiency is slower.

6, the lack of communication skills for customer service, especially when the front office staff communicate with the guests, the language is not euphemistic enough, and the improper use of language often causes complaints from the guests.

7. The overall safety awareness and fire awareness of employees are not strong enough, so it is necessary to strengthen the improvement in this respect.

8. Lack of personnel. Therefore, it is difficult to recruit people from all positions in the department.