A short collection of five speeches on the annual work summary of hotel housekeeping department.

As time goes by quietly, the new year is opening its arms to us. Presumably, you should be preparing the annual work summary of the hotel housekeeping department! We need to sum up the gains and losses this year. Are you considering how to write the annual work summary of the hotel housekeeping department? Now, I recommend you to read the short speech of Annual Work Summary of Hotel Housekeeping Department. Please collect this page immediately for reading again!

The annual work summary speech of the hotel housekeeping department is brief (article 1). A new year has begun. Looking back on the work of xx years, with the correct guidance and help of the hotel leaders, we can lead the housekeeping staff to successfully complete all the work of the hotel. There are still some shortcomings in the service details, which require us to constantly improve and improve, continue to carry forward the team spirit, and strive for another success in xx. The following is a summary of my work in the past year:

(a) the implementation of job responsibilities:

Personnel management: Hotel is a service-oriented industry, and the quality of employees directly affects the rise and fall of the hotel. Therefore, the improvement of staff quality and service quality is the most critical link in hotel management. There are many people in the guest room and the work is trivial. The completion of each job requires the joint efforts of employees, so personnel management is very important. In addition to studying some rules and regulations of the hotel regularly, the quality supervision department will train the guest room on etiquette operation knowledge, and I will also analyze and correct the problems encountered in the health service and the staff's ideological dynamics the day before the morning meeting every day, and guide them in a good way to improve the service quality and personnel quality. We also hold a staff meeting in the guest room from time to time to summarize the good aspects of the work and the aspects that need improvement. Praise the good and warn of the existing problems. Let employees know what they should do and how to do it. So as to further improve personnel quality and service quality.

About the sanitary service of guest rooms: the sanitary quality of the housekeeping department remained relatively stable on 20 17, and the sanitary quality was the lifeline of the guest rooms. No part of the department can be sloppy. As always, the guest room adheres to the purpose of "employee self-inspection, monitor inspection and manager spot check". When the guest room is short of staff for a period of time, we make corresponding adjustments in time and arrange the shifts flexibly. In this case, in terms of service, supervise employees to abide by store rules and regulations and provide services in strict accordance with service specifications, standards and processes.

Management of controlling losses, increasing income and reducing expenditure: In line with the idea that saving is to create profits, put an end to waste, and implement the regional responsibility system for small items. The monitor of each district is responsible for the morning, and takes back the remaining items at night and makes records, so as to make the receipt and delivery clear and the accounts clear. The average savings rate of small items in xx is 30%. . (Small items cost an average of RMB per month. ) Since May 20th, the original film washing company has moved to another place for some reason, and several companies have been re-inspected. Considering the company's location, washing quality, washing price, and whether the service is in place, we chose a more suitable one in Dagang, and the film washing fee in each room was less than that in 2.8 yuan. In order to save electricity, the remote control of the room air conditioner is adjusted to the appropriate temperature in summer and winter, and people stop when they leave the air conditioner, TV and other electrical appliances. The batteries of the air conditioner remote controller and the TV remote controller will continue to be used with the old batteries replaced by the door locks, and the corridor lights will be switched on and off by special personnel sooner or later. After the guest checked out, the drinking fountain was turned off by the ward round staff, which improved the staff's awareness of energy saving.

Management of conference reception and use of OK hall: There are many conferences at the end of this year, and my department staff and I have made great efforts in conference reception. Because the hotel has only four meeting rooms, the number of people, the layout of tables and the time requirements for each meeting are different. After the marketing list was issued, I carefully analyzed the people who followed the meeting, the layout of the table (including how many tables and chairs were used, and sometimes I had to move the tables and chairs back and forth downstairs), reminding me of the checkout and the meeting time. When the meeting comes, we can reach the satisfaction of the participants after consulting with the attending supervisor. Sometimes, there will be a big meeting on the third floor at noon and in the evening. Because of the shortage of manpower, our managers basically leave the market and set up a stage with the employees to direct. The use time of the OK hall is flexible, and it is often used suddenly, so it is not necessary to make an appointment in advance. In this case, we can be on call, and I came immediately after hearing the call to use the OK hall many times. Never delayed the use of the OK hall in time.

Management of long private rooms: Long private rooms are an important source of hotel economy. In order to achieve the satisfaction of the guests in the long compartment, it is necessary to know the schedule and life requirements of the customers in time and provide personalized service to the existing long compartment. Consult customers regularly, do regular cleaning, mail sending and receiving, entertainment and laundry for customers.

Regular inspection, maintenance and safety management of facilities and equipment: Housekeeping occupies a large area in the business area of the hotel, and the investment also accounts for a large proportion of the overall investment of the hotel. 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, such as disinfection and cleaning of drinking fountains in rooms every three months and scrubbing of air-conditioning networks every three months. Bath curtains, screen windows and gauze curtains are cleaned three times a year, and mattresses are turned once a quarter. Strictly operate and correctly use cotton fabrics, room utensils and facilities to prolong their service life. Especially for carpet maintenance, we attach great importance to it, requiring employees to do some cleaning in time as long as they find some stains on the carpet in their daily work, which can not only reduce the washing times of the carpet, but also maintain the overall hygiene of the carpet. ..... and make records, avoid negligence loopholes, better serve customers from nuances, make guests feel at home, and welcome more repeat customers. In terms of safety, electrical switches, water switches, door locks, door chains, heating, air conditioning, etc. Should be checked regularly, so as to prevent leakage and theft before it happens. Rodents and cockroaches should be put in regularly to prevent pests from harming guest rooms, observe disinfection in time to prevent the spread of infectious diseases, and remind the elderly, the sick and the disabled guests in time to avoid falling and scratching.

(2) Problems in the work

1. The quality of service needs to be learned from senior management, and the quality of personnel needs to be further improved. In particular, the operating procedures of conference receptionists need to be standardized and further training is needed.

2. It is necessary to further strengthen the system of room inspection and regular inspection in order to nip in the bud.

3. The storage and collection of small items and films need to be strictly controlled in standardization and institutionalization.

(III) Next Work Objectives

1. Cooperate with quality supervision departments to strengthen personnel quality and service quality training, improve service quality and standardize service quality. As soon as I went to work in February of xx, I was ready to cooperate with the quality supervision department, and first gave professional training to the meeting staff, from courtesy and practical operation to specific training. It is expected to reach the standardization level.

2. Continue to strengthen the sanitary management of guest rooms, and achieve "employee self-inspection, monitor inspection and manager spot check", which can't be sloppy at all. Employee self-inspection includes the maintenance of hygiene and facilities and equipment. The monitor of each district must check the rooms, rooms and vacant rooms every day, and have inspection records. The manager checks at least 20 rooms every day and makes inspection records. The monitor and manager of the long private room go in for inspection every day. In terms of health, strive for 20 17 without guest complaints. (Refer to Article 3 for the inspection of hardware facilities).

3. Establish a regular inspection and maintenance system for hardware (faucet switch, valve under washbasin and toilet, snake hose, air conditioner, TV, electric light and electrical switch) to avoid accidents. Next year, two managers and three monitor of each guest room management area will jointly check the guest room facilities, equipment and hygiene every Wednesday afternoon. In the first week of every month, they will check the second and third floors of the AB area of the North Building and the first floor of the Middle Building. In the second week, they will inspect the fourth and fifth floors of the AB area of the North Building and the second floor of the Middle Building. In the third week, they will check the facilities, equipment and hygiene of the environmental area and the service desk. Every inspector should sign his name. Hold a meeting of all staff in the guest room once a month, announce the results, record the departments with many problems and good departments respectively, and give appropriate rewards and punishments at the end of the year.

4. Make sure that the OK room in the meeting room is used to satisfy the hotel guests every time.

5. Strengthen storage management in warehouses and disinfection rooms, strictly control scrapping standards and save costs.

6. Pay attention to the work style of this department, strengthen humanized management, unite as one, and form a good working atmosphere.

The above is my work report on xx and my outlook on 20 17. Finally, I would like to thank the hotel leaders for their support to the guest room work, all departments for their good cooperation in the guest room work, and all the staff in the housekeeping department for their support and understanding of my work. I sincerely hope that everyone will continue to unite and cooperate in the future and contribute to a better tomorrow for the hotel.

Brief introduction to the annual work summary speech of hotel housekeeping department (part two). The most important work of hotel rooms this year is the early decoration. After receiving the notice of going to work, in order to make the new room put into use one day earlier, we overcame many difficulties and carried forward the spirit of not being afraid of hardship and fatigue. On the basis of my own work, I worked overtime every day and fought continuously, and completed the indoor and outdoor sanitation work in the early, middle and late stages of cleaning, placing and decorating new and old furniture in a short time. The following is a summary of my personal work.

First, strive to improve the quality of customer service

In order to reflect the professional quality of the staff engaged in room service, in view of my unfamiliarity, irregularities and phenomena in the service terms of each post, I learned the service terms of this post among my colleagues and in the training of the hotel room manager, kept the essence, removed the vulgarity, and then absorbed them for my 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 study and apply them harder.

Second, strive to do a good job of reception at the front desk

The work at the front desk needs a lot of information. Although I haven't worked at the front desk for a long time, I have done my own research, collected extensive information and tried to expand my knowledge in order to better serve the guests. Although the working hours at the front desk are not long, I have worked hard and learned a lot of knowledge that can also be used in room service at ordinary times, which can be said to have benefited a lot. In order to effectively improve the qualified rate of guest room quality, that is, through the self-inspection by the hygienist and the re-inspection by the foreman, we strive to minimize omissions, and also increase the "three-dimensional" requirements of bedding and quilt with angle, brightness of furniture and speed of working process. Make the guest room work orderly and quickly, and ensure the quality completion.

Third, effectively improve my practical level.

In order to do a good job in room hygiene and service, I study floor service with floor staff, and learn and practice the skills of cleaning rooms and making rounds. Through study, I learned two parts and four steps of room cleaning procedure. If the procedure is reversed, it will lead to repeated work and delay time. I found that my operation was very irregular and unscientific. In view of the existing problems, I asked the foreman and other staff about the results of skills, methods and requirements, analyzed the existing problems, compared my operation results, and corrected my bad operation habits. Some achievements have been made, such as improving the sanitary quality of rooms, reducing the overtime phenomenon of rounds and eliminating the errors of rounds.

A Brief Introduction to the Annual Work Summary Speech of Hotel Housekeeping Department (3). Xxxx is the first year of hotel opening, and working in XXXX 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, the housekeeping department closely focuses on the business and carries out work in employee training, service, facilities and equipment maintenance, product quality control and so on. The specific development of the above work last year is reported as follows:

I. Training

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 should first master the workflow and standards, show the learning materials to employees on the spot according to the theory, and let employees operate in person and give on-site guidance, so that employees can master the 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 for the reception guests in the front hall also lasts 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.

Secondly, in terms of services.

Whether a hotel can retain its guests depends on software, that is, service. In order to provide guests with good sleeping conditions, 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 available in the cupboard of each room for the convenience of guests. In addition, the room also distributes free fruit every day, and the bedroom and bathroom of the room are equipped with flowers. Room flowers and free fruits are the services that important guests bring when they stay in other hotels, but in our hotel, as long as guests stay at the counter price and the agreed price, they can get a free seasonal fruit every day, and all guests will send 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 bring more free services to facilitate guests' lives according to the situation, and bring guests a home-away 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 layout of the rooms and strive to bring warm and comfortable living atmosphere to the guests.

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 xx 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.

Three. 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. Personality is the maintenance of the carpet, and the housekeeping department attaches great importance to it, 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.

In the overall maintenance of the room, the housekeeping department and the engineering department conducted a comprehensive investigation of the air conditioning in the room, which solved the problem of air conditioning leakage in the room in summer. Some time ago, the guest complained that the bathroom in the room smelled bad. After investigation, it was found that the floor drain in the bathroom did not bend back, which led to the odor being directly emitted indoors. The housekeeping department and the engineering department immediately asked for instructions and decided to replace the floor drains in all rooms, which completely changed the problem of odor in the bathroom. Although some facilities and equipment have been improved through the efforts of engineers in the past year, there are still many problems in the overall maintenance of our rooms, which need to be solved by the engineering and housing management departments in next year's work.

A brief speech on the annual work summary of the hotel housekeeping department (Part IV) Looking back on my work in 20XX, I feel that 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. Overall review of work:

The profit of an enterprise is the first goal and the guarantee of its survival. The work of a department should also focus on the center of the enterprise. As a service department, the housekeeping department's primary task is to clean up and provide a clean, quiet, comfortable and warm rest environment for guests, but at the same time, we should also generate income and save expenses for enterprises. 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 the villa 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. In 20XX, I completed the following work:

1. Learn and standardize the terms of post service, and strive to improve the quality of customer service. In order to reflect the professional quality of hotel staff, I am not familiar with the terms of service of each post and am not standardized. Among my colleagues, I learned the service language of the post in the training of the manager in charge of the group room, and then absorbed it into 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.

2. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the company, and the capital cost is also high. Based on the idea that saving is to create profits, my colleagues and I will start from ourselves and put an end to all waste phenomena, mainly in the following aspects: ① Recycling disposable low-value consumables, such as toothpaste, for customers to use as cleaners; (2) required to return to the floor of the aisle lights off every morning, night shift after six o' clock; Unplug the electric card after checking out; The implementation of the room day after day can save a lot of electricity for the company.

3. 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.

4. The leaders adopt centralized training, special training and individual guidance training for 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.

For various reasons, there are some problems in my work:

1. 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 somewhat negligent. In the future, you should strive to overcome this situation in your work and truly establish the consciousness that customers are God in your mind.

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

3. The service standard of each post needs to be further strengthened.

Brief introduction of the annual work summary speech of hotel housekeeping department (chapter 5) I am honored to be a member of xx Hotel. Thanks to the trust of the managers, I was entrusted with an important task, although I have accumulated a little work experience in the hotel industry. But since I came to xx, I found that I still have many shortcomings in my work. I feel that I have to keep learning, making progress and enriching myself, in order to live up to the expectations and love of the leaders.

Xx years have passed, and the guest room work is progressing smoothly with the efforts of all staff, but there are still problems. The following is a summary:

Employees are not skilled in operation and lack of service skills. Compared with regular hotels with the same star level, there is a gap in experience, and the service standardization can still be handled, but the flexible and personalized service is relatively lacking, so five-star hotels must have such services. Xx years focused on training and strengthened the service consciousness of waiters. Organize a large department training once a month. Every day, each team uses the morning meeting time to do short training, from putting towels to how to polish cups to how to clean them. Let employees learn one sentence of English every day to improve the overall quality of employees in this department. Make the hotel serve by going up one flight of stairs.

The inspection system of guest room hygiene still needs to be strengthened, and more walking management should be implemented. Departments do a joint survey once a week, and evaluate them in the form of groups and groups, and select outstanding groups and groups. Mobilize the enthusiasm of employees and promote their sense of group honor. Let employees feel that they are a group at all times and everything they do will represent the team.

Some time ago, the employee's mobility was high, indicating that there was a lack of communication with employees at ordinary times, which led to insufficient employee stability. It is necessary to communicate with employees more and understand their psychological dynamics. Give more care and help in life and work, so that employees can feel the warmth of the group and the attention of the hotel.

I will gradually correct the shortcomings summarized above, and at the same time, according to the characteristics of our hotel, I will do the following work ideas and main attack strategies for the future room work. If there are any shortcomings, please ask the leaders for advice:

Improve staff service quality, strengthen staff service awareness, and conduct comprehensive training for all employees (including new employees and old employees). And cooperate with the foreman to make a training plan, do a good job in employee skills training, and supervise the implementation. Ensure that every employee can master the skills needed for the job, and at the same time serve customers: service, initiative, courtesy and patience. Be considerate and make it match the five-star hotel.

Control materials, open source and reduce expenditure: strengthen employees' awareness of saving, advocate the control of energy waste such as water and electricity, implement the material management responsibility system, and control costs. Make sure the lights in the guest room are off. And after the meeting, employees are required to collect empty mineral water bottles and put them into the toilet tank to save water. The consumption of disposable items needs to be registered by each foreman every day. Strictly control materials.

Encourage employees to avoid the examination room. On the one hand, it is to improve the enthusiasm of employees, on the other hand, the foreman can also have time and energy to focus on training. Employees' wages are linked to benefits. Employees' wages are guaranteed, and others are directly linked to the actual number of rooms made in the month and the sanitary quality of the rooms, which will fully motivate employees and avoid doing the same thing badly.

Improve the sanitary quality of guest rooms, strengthen the supervision of sanitary quality of guest rooms, ensure that each guest room is in the best state, implement hierarchical management, and employees are responsible for cleaning the rooms; The foreman should strictly check the sanitary quality of the floors and rooms under his jurisdiction and check the supply of items one by one; Supervise and check every employee on duty to clean the room; Resolutely put an end to guest complaints caused by sanitary quality problems, which will affect the reputation of the hotel.