202 1 Personal Work Summary of Hotel Housekeeping Department

1.202 1 personal work summary of hotel housekeeping department

20xx quietly left in a hurry. Looking back on the past and looki

202 1 Personal Work Summary of Hotel Housekeeping Department

1.202 1 personal work summary of hotel housekeeping department

20xx quietly left in a hurry. Looking back on the past and looking forward to the future, it is difficult to be calm. Over the past year, with the deep concern of department leaders and the sincere help and support of colleagues, I have been constantly pushing myself to hone my body and mind in practice. After several storms, my professional level and comprehensive ability have been greatly improved. On this occasion, it is necessary to sum up the achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, forge ahead, and firmly welcome the brand-new 20xx year.

1. With a pragmatic attitude, study hard on theory and constantly improve yourself.

1) Attitude is everything.

Everything in life is determined by your attitude. Only by taking everything seriously can your life and work be healthy and smooth, and all the difficulties will turn into a passing sight before your eyes. Only by putting a correct attitude can we calmly face the complicated world. Correct attitude and respect for every job, in fact, any job is a stage to show your ability. Our knowledge, resilience, determination, adaptability and coordination that we have studied hard at the cold window should be displayed on such a stage. Without it, you are nothing.

2) Pay attention to integrating theory with practice, work diligently, and constantly improve business ability.

Insist on solving practice with the guidance of theory in work, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, foresight and creativity in our work. Since I arrived in the hotel for one year, I have paid attention to transforming theoretical knowledge into a scientific way of thinking, into a correct grasp of practical work, into a way of thinking to guide work, actively studying new situations, solving new problems, expanding my thinking space and constantly improving my business ability.

3) Based on its own positioning, strengthen communication and improve comprehensive management ability.

Communication is not only a kind of management, but also a kind of skill, which is a person's exertion of his comprehensive ability. Both managers and ordinary waiters are the core elements of the competitiveness of enterprises, and doing a good job of communication is undoubtedly the premise for all the work of hotels to go smoothly. Good and effective communication is not only the lubricant of work, but also a powerful guarantee for the smooth implementation of work.

2. Improve the overall quality of guest rooms and create a high-quality and warm living environment.

1) pragmatic work pays attention to practical results, strictly controls the quality of rooms and ensures high-quality room sales.

(1) Strengthen employee awareness education and clarify their own responsibilities. I have always warned employees that hygiene is our lifeline. Each of us should finish a room like a painter finishes a painting, and we must be responsible for it, so as to establish the sense of responsibility of employees and cultivate their sense of accomplishment.

(2) Strengthen inspection. Room hygiene, floor foreman is the key person to ensure the quality of room hygiene, and the last link to control the quality of room products, which directly affects the quality of service to guests. During the rounds, all the unqualified aspects of hygiene were found to be reworked by employees. Let every employee clean the room in a targeted and planned way, and strengthen employees' awareness of self-planning. Through repeated inspection and supervision, the sanitary quality of guest rooms has been obviously improved.

2) Establish brand service awareness and improve comprehensive service level.

Under the leadership of the department, the process of room service has been improved and developed in the work, and employees have been trained in practice, which has increased a lot of customer service experience. Always adhere to the five-character service policy of departments such as "quiet", "fast", "accurate", "diligent" and "meticulous", and strictly supervise the effect of employees' implementation of the five-character policy, so as to find, point out, criticize, educate, correct and improve in time, which effectively improves the service efficiency and is well received by guests.

3. Strengthen staff training and standardize work flow.

Employees are the main body of customer service and work, and their working ability and professionalism directly determine the service level of the hotel. This year, the department mainly carried out a series of lectures on refined room management and refined service, and strengthened the training of staff in room service technology, sanitary operation technology and night bed service in middle shifts. This series of theories and skills training measures fundamentally enhance the service skills of employees and effectively improve the overall quality of employees.

4. Implement "humanized" management and truly be the "caring person" of employees.

During the Spring and Autumn Period and the Warring States Period, there was a record of "human factor comes first" in classical political science, which shows that human factor comes first at any time and in any period.

In the management of employees, we don't adopt simple procedural management mode, but study the problems existing in employees' work from the actual situation. Use simple and powerless punishment to warn employees, and help employees analyze the causes of problems, find solutions to problems, and avoid similar problems from happening again. Fully mobilize the enthusiasm and initiative of employees through humanized management means.

Shortcomings in the work of 5.20xx and prospects of 20xx.

1), 20xx years of insufficient work:

(1) I have been involved in the hotel industry for a short time, and my experience is not rich enough, so I have not considered the problem thoroughly.

(2) In the management of employees, there is a lack of rationalization in thinking, and too much trust and understanding for employees, which affects the actual work.

(3) Staff training is not systematic, so it is necessary to improve the systematic training system.

2) Expect 20xx:

(1) study hotel management expertise, work hard, accumulate industry experience, constantly enrich yourself and improve comprehensive ability. Look up to the predecessors in the industry, see more, listen more, ask more, think more, and do your job diligently.

(2) Resolutely implement the instructions of the hotel management, complete the tasks assigned by the supervisor in time, and manage employees based on their own work.

(3) Comprehensively promote comprehensive staff training, strengthen staff room service technology and sanitary operation technology training, carry out large-scale room operation skills training, improve staff service efficiency, ensure room service quality and sanitary quality, and promote the overall level of rooms to a new level.

(4) According to the standard operating standards of five hotels, strengthen the training of staff's room standard operating skills, supervise staff's standard operation, cultivate staff's good habits of standard operation, and create a good standard operating atmosphere.

(5) Establish the concept of all employees' innovation, correctly guide the concept of employees' service, conduct a big discussion on innovative services, stimulate employees' thinking, and create a good atmosphere for all employees' innovation.

In 20xx years, I will redouble my efforts, foster strengths and avoid weaknesses, go up a storey still higher and promote the cause. With the long-term unremitting efforts of all staff, I firmly believe that X Hotel will be able to set up its own golden signboard, sail and sail, and finally be brilliant!

2.202 1 personal work summary of hotel housekeeping department

A hectic year is coming to an end. Looking back on this year's work, I have gained a lot. It is necessary to sum up the gains and losses in this year's work in order to go up a storey still higher next year. This is a summary of my work.

1. Overall review of work

As a service department, the housekeeping department's primary task is to clean and provide a clean, quiet, comfortable and warm rest environment for the guests, but at the same time, we should also generate income and save money for the hotel. Over the past year, with the joint efforts of all staff and department managers, all the parts with business indicators have completed the tasks given to us by hotel leaders at last year's work meeting. While trying to generate income, we also don't forget to save money. The department will save work throughout the year and make 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 group's profit.

2. Work achievements

Learn and standardize post service language, and strive to improve customer service quality. In order to reflect the professional quality of hotel room staff, in view of my unfamiliarity and nonstandard service terms of each position, I learned the service terms of this position among my colleagues and in the training of the group room manager, and then absorbed them for my own use as a language guide for my communication with guests. Since I standardized the implementation of the terms of service, my communication with customers has been greatly improved. Therefore, in any period of work, it is important to stick to good things and learn new things by reviewing old things. I will strengthen my study and application.

Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the hotel, and the capital cost is also very high. In line with the concept that saving is to create profits, my colleagues and I will start from ourselves and 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 crossing light on the return floor and turn it on after six o'clock in the night shift; Unplug the electric 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 room hygiene and service, leaders often assess and evaluate our room cleaning skills and rounds. It is found that our operation is not standardized and scientific. In view of the existing problems, the employees above class level in the area held a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits. We also kept practicing in the off-season, carefully cleaned and inspected every room, and achieved certain results through examination, which improved the sanitary quality of the room and reduced the overtime of rounds.

Leaders adopt centralized training, special training and individual guidance training to employees, which greatly improves the hotel awareness of employees and further deepens the service concept. Smiling with voices has become the conscious action of employees. We have a vivid understanding of what personalized service is. From sensibility to rationality, the whole group has formed a good atmosphere of "all work is to satisfy customers". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.

3. There are problems at work

It is easy to bring personal emotions to work. Warm and considerate when you are happy, and careless when you are unhappy. In the future, I will try my best to overcome this situation in my work and truly establish the consciousness that customers are God in my mind. The cleanliness of rooms and public areas needs to be further improved. The service standard of each post needs to be further strengthened. The maintenance plan of facilities and equipment has not been put in place. Due to the thoughtlessness in changing shifts, it is considered that small problems do not need to be handed over clearly, which leads to such problems. If I don't know the little things, it will easily lead to big mistakes. I must take strict precautions to avoid mistakes in the future.

4. Work plan for next year

Do every job well every day. Improve service measures and improve customer satisfaction. Strengthen education and training to improve the quality of employees. Standardize management and promote the healthy and orderly development of hotels. Strengthen marketing and constantly adjust customer structure. Do a good job in personal customer sales. Reasonable booking in peak season maximizes sales. Standardize message service, so that guests can feel our professional management level and hotel service level. Learn more and enrich yourself.

3.202 1 Personal Work Summary of Hotel Housekeeping Department

The year of 20xx is the first year of hotel opening, and the work of xx is an important stage for hotels and departments to lay the foundation. According to the overall planning of the hotel, with the care and support of the hotel leaders and the efforts of all the staff in the room service department, the room service department closely focuses on the business and carries out work in several aspects such as staff training, service, facilities and equipment maintenance and product quality control. The specific work carried out last year will be summarized and reported:

1. culture

Before the hotel opened, employees went through three stages: military training, theoretical study and hotel practice. However, after the opening of the hotel, employees still have a big gap with our standards in 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 training in the first place in room work.

According to the actual situation of employees, the department has formulated a detailed training plan and adopted various training methods for training. In terms of business skills training, we must first master the workflow and standards, and practice for employees on the spot according to the theoretical learning content, so that employees can operate in person and guide them on the spot, so that employees can master basic operating skills. I've practiced my basic skills. As long as you practice more, the goal of improving work efficiency will be realized. Through these trainings, employees' working hours have reached industry standards. The check-in time of the reception guests in the front hall is also kept at about three minutes, and the front desk staff of the meeting room has completely mastered the 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 has been significantly improved. After the ups and downs in the quality of work in recent months, the Housing Department has deeply felt the importance of departmental training. In next year's work, the housing management department will carry out targeted training according to each position.

2. In terms of services

Whether a hotel can retain its guests depends on software, that is, service. In order to provide guests with a good sleeping condition, the housekeeping department has specially prepared pillows with various fillings, such as buckwheat pillow, chrysanthemum pillow and cassia seed pillow, for the convenience of guests who don't like soft pillows, and spare quilts are also provided in the cabinets of each room for the convenience of guests. In addition, the room also provides free fruit every day, and the bedroom and bathroom are equipped with flowers. Sending flowers to the room and free fruits are the services provided by important guests in other hotels, but in our hotel, as long as guests check in at the counter price and the agreed price, they will get a free seasonal fruit every day, and all guests will provide flowers when they check in, enjoying the treatment that only important guests in other hotels can enjoy. This measure has also been recognized by our customers. Although giving fruits and flowers free of charge every day increases the operating cost, the indirect benefits are far higher than his costs. In the future work, the housekeeping department will also provide more free services to facilitate guests' lives according to the situation, and provide guests with a home-away living atmosphere. Next year, the Housing Department will implement the Floor Butler Service Scheme. In modern high-class hotels, butler service is a highly respected service. 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 and improve the service quality and management level.

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

The ultimate of hotel service is personalized service, satisfaction and surprise service, which is also the service goal that housekeeping department has been pursuing. How to realize personalized service? The housekeeping department held a departmental meeting for this purpose, asking each employee to pay attention to the daily life of the guests at work. Only in this way can we discover the habits of guests and provide targeted services. Guest 330 is a guest of Dafu Company and has been staying in the hotel for a long time. One day, when the housekeeping staff was cleaning the room, they found a lot of cold medicine on the guest's desk and saw that the guest was covered with two quilts, so they reported the matter to the morning shift foreman. Because the hotel stipulates that we can't buy medicine for our guests, so to show our concern, the floor foreman prepared hot ginger soup, but the guests didn't come back in the afternoon, so the early shift foreman gave it to the middle shift foreman. At about 1 1 in the afternoon, the guests returned to their rooms, and the waiter immediately sent the cooked ginger soup to their rooms. When the guests saw this bowl of hot ginger soup, their gratitude was beyond words.

3. Maintenance and maintenance of facilities and equipment

As we all know, the room service area accounts for nearly 70% 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 room service department strictly implements the maintenance regulations of facilities and equipment, regularly flips mattresses, waxes furniture for maintenance, and strictly operates and uses cotton fabrics, room appliances and facilities in the right way to prolong their service life. In particular, the housekeeping department attaches great importance to carpet maintenance, requiring employees to do some cleaning in time as long as they find some stains on the carpet in their usual work, which can not only reduce the washing times of the carpet, but also maintain the overall hygiene of the carpet.

Although the Housing Department has made some achievements in the first half of the year, it has also exposed some shortcomings in its operation during this period. In view of these shortcomings, the housing and construction sector will continue to improve its work in the next year, and continue to carry out various tasks around the strategic thinking of "taking management as the center" and "creating brands to promote development". While ensuring the completion of business objectives, it will continuously improve service quality, improve service facilities, and enhance the visibility and reputation of enterprises in provincial capital cities where hotels gather. Strive 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 housekeeping department.