Hotel guest room monthly work summary (3)

Overall review of work:

Profitability is the first goal of an enterprise and the only guarantee for its survival. The work of a department must also focus on the central work of the enterprise. Make a fuss. As a service department, the housekeeping department is our first priority to provide guests with a clean, quiet, comfortable and warm resting environment, but at the same time we are also responsible for generating revenue and reducing expenses for the company. Over the past year, through the joint efforts of all employees and department managers, the parts with operating indicators have completed the tasks assigned to us by the leaders of the villa at last year's work meeting. While working hard to generate income, we also do not forget to save. The department carries out the saving work throughout the year, and does its best to reduce costs while ensuring the quality of work and not affecting customer service. We are fully aware of every penny saved. The money is the group's profits.

In xxxx I completed the following work:

1. Learn and standardize the service terminology of the position, and strive to improve the quality of customer service. . In order to reflect the professionalism of hotel staff, in view of my unfamiliarity and irregularity with the service terminology of each position, I learned the service terminology of the position among my colleagues and during the training of the manager in charge of the guest rooms of the group, and carried out the practice of retaining the essence. Remove the bold and then absorb it for use as my language guide for communicating with guests. Since I started standardizing my service terms, I have made significant improvements in my communication with customers. So in any period of work, the most important thing is persistence, reviewing the past and learning new things. I will increase the intensity of learning and application of this.

2． Increase revenue and reduce expenditure, reduce costs and increase efficiency, starting from scratch. The guest room department is the company's main revenue-generating department, and its costs are also very high. Based on the idea that saving is creating profits, my colleagues and I start from ourselves, start from scratch, and eliminate all waste. The main performance In: ① Recycle disposable low-value consumables for guests, such as toothpaste, which can be used as a cleaning agent ② The aisle lights on the check-out floor are required to be turned off every morning and turned on after six o'clock in the night shift; unplug and remove after check-out If the electricity card is implemented day after day, the company can save a lot of money in electricity bills.

3. In order to do a good job in the sanitation and service of the guest rooms, the leaders often assess and evaluate our room cleaning skills and ward rounds. From this, we found out whether there were any non-standard and unscientific problems in our operations. In response to the existing problems, the district leaders and above held a special meeting to analyze the existing problems, retrain the employees, and correct the bad operating habits of the employees. We also used the off-season to practice continuously and carefully cleaned and inspected each room. Through the assessment, we achieved certain results. The sanitary quality of the rooms was improved and the number of overtimes for ward rounds was reduced.

4. The leaders adopted centralized training, special training, individual guidance training and other methods for employees, which greatly improved employees’ hotel awareness, further deepened the service concept, and made employees consciously take a smile. We have a clear understanding of what personalized service is, from sensibility to rationality, and the entire group has formed a good atmosphere of "all work is to satisfy guests." This deepens employees' comprehensive review and improvement of early job training, department training, and team training from theory to practice.

Due to various reasons, there are some problems in my work:

1. It is easy to bring personal emotions to work. I am enthusiastic and thoughtful when I am happy, and I am negligent when I am unhappy. , try to overcome this situation as much as possible in the future, and truly establish in your mind: the consciousness that the customer is God.

2: The cleanliness of rooms and public areas needs to be further improved.

3: The service standards of each position need to be further strengthened.

4． Facilities and equipment maintenance plans have not been implemented.

5． Due to poor consideration when handing over the class, I thought that small problems did not need to be explained clearly, which led to problems of this kind and that. The school did not know that small things can easily lead to big mistakes. We must take strict precautions in the future to avoid mistakes.

My plan for next year is:

1. Do every job carefully every day.

2. Refine service measures to improve guest satisfaction.

3. Strengthen education and training and enhance the quality of the workforce.

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

5. Strengthen marketing and continuously adjust the customer source structure.

6. Do a good job in sales to door-to-door individual customers.

7. Make reasonable reservations during peak seasons to maximize sales.

8. Standardize the message service so that guests can feel our professional management level and hotel service level.

9. Learn more other things and enrich yourself.

Practice has proved that as market competition intensifies, guests have more options to choose hotels. To improve the hotel’s “marketing competitiveness”, we must first innovate concepts, timely adjust business strategies and policies, optimize and design our own products, Only by making strategies innovative and changeable, and operating policies constantly and flexibly introducing new ones according to different seasons, can the guest room occupancy rate continue to maintain a high level under severe circumstances.

In the coming days of xxxx, we will set sail again and embark on a new journey. I will hold myself to higher standards and work hard to create new benefits for the company.

Finally, I hope that today, next year, everyone will step onto a new level and reach a higher level. Thank you!