Annual work summary, hotel housekeeping staff.

Article 1:

In 20XX years, with the support and help of company leaders and colleagues, I completed my work well according to the requirements

Annual work summary, hotel housekeeping staff.

Article 1:

In 20XX years, with the support and help of company leaders and colleagues, I completed my work well according to the requirements of the company. Through study and work, there has been a new breakthrough in working methods and great changes have taken place in working methods. The work of this year is summarized as follows:

1, standardize the terms of service of each district and post, and improve the quality of customer service. In order to reflect the professional quality of hotel employees, the manager and minister have trained new and old employees for many times in view of the nonstandard and inconsistent service terms of various positions in the housekeeping department. Trained, such as room making process, standardized terms of service, customer service, etc.

2. In order to ensure the quality of room sales, bedding should be replaced one by one, and towels should be replaced at any time according to the requirements of guests. 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.

The housekeeping department is the hotel cost department. In line with the concept that saving is to create profits, our department calls on all employees to start from themselves, from scratch, and put an end to all waste. Strengthen employees' awareness of energy saving, which is mainly manifested in: 1 Recycle disposable low-value consumables, such as toothpaste, which can be used as cleaning agent; 2. Unplug the electric card after check-out; 3. Turn off the lights and air conditioner when doing guest room work; 4. Turn off the lights at the elevator entrance. This daily implementation has saved a lot of electricity for the hotel.

4. Whether the guest room facilities can reach the specified service life is the key to directly affect the hotel's benefit 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 turns mattresses, waxes furniture, and regularly maintains them, correctly operates and uses the electrical appliances and facilities in the room, and prolongs 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.

5, 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 room hygiene and service. The Housekeeping Department won the first and second place in the 4th Skills Competition held by the Head Office in the first half of this year. In the second half of this year, from June 5438+ 10, the company's housekeeping department took advantage of the off-season to conduct technical training activities for employees on all floors, and learned the skills and theoretical knowledge of cleaning rooms, making beds and making tables, from which it was found that the operation of employees was very irregular and unscientific. In view of the existing problems, the company leaders held a special meeting to analyze the existing problems, retrain employees and correct their bad operating habits. And successfully held this year's first skills competition. Li Dan of our class won the second place. The company passed this series of trainings and competitions this year. The overall quality and work skills of employees have achieved certain results. The sanitary quality of the room has improved.

In the next year, I will assist the leaders and ministers in the daily work of the housekeeping department. Reasonable arrangement of floor attendant's duty and shift change. Do a good job in reception and arrangement, deal with the problems found in the work in time, and report to the leaders in time if there are any problems. Strengthen the inspection and maintenance of facilities and equipment, strictly control the daily hygiene quality of guest rooms, arrange the planned hygiene reasonably, and do a good job in floor safety, fire prevention and hygiene. Lead by example, supervise and inspect the floor service personnel to do a good job in service. Do a good job in ideological work while doing a good job in service, so as to achieve unity, friendship, mutual assistance and progress. Earnestly perform their duties and accomplish other tasks assigned by their superiors. Try to do your job well.

In the following days, I will work hard, try to correct my shortcomings, carry forward my advantages, strive for greater achievements and create higher value for the hotel.

Article 2:

Leaders:

Hello, I'm Xu, and the busy 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.

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.

At XXXX, 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) require the walkway lights on the return floor to be turned off every morning and turned 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 company.

3. In order to do a good job in guest room hygiene and service, leaders often assess and evaluate our guest 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.

4, facilities and equipment maintenance plan is not in place.

5. Due to the thoughtlessness in hand-shift, it is considered that small problems do not need to be handed over clearly, which leads to such and 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.

About next year, my plan is:

1, live every day well.

2. Improve service measures to improve customer satisfaction.

3, strengthen education and training, strengthen the quality of employees.

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

5. Strengthen marketing and constantly adjust the customer structure.

6. Do a good job in individual customer sales.

7. Reasonable booking in peak season to maximize sales.

8, standardize the message service, let the guests feel our professional management level and hotel service level.

9. Learn more and enrich yourself.

Practice has proved that with the intensification of market competition, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we must first innovate ideas, adjust business strategies and policies in time, optimize the design of our own products, make the strategy innovative and changeable, and constantly innovate business policies according to different seasons, so as to keep the room occupancy rate at a high level under the severe situation.

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

Finally, I hope everyone can go to a new level next year, thank you!