Self-identification of hotel linen staff

Four self-assessments for hotel linen employees Self-assessment for hotel linen employees 1

In 20xx, with the care and support of leaders at all levels of the base and the guidance and help of the hotel manager, in With the strong cooperation of all departments of the hotel, with the purpose of improving service quality and building a first-class team as the goal of customer first, we united as one and worked pragmatically, and successfully completed various plans formulated by the housekeeping department and made great contributions to the business development of the hotel. Due contributions, the work of the past year is now summarized as follows:

1. Based on unified thinking and solid work, ensure the smooth development of all work. On the premise of analyzing and summarizing the gains and losses of daily work, the housekeeping department formulated a phased work plan based on the purpose of "continuous improvement". On this basis, each position, combined with its own actual situation, successively formulated daily work plans for employees. , weekly work plan, monthly work plan, etc., and organize employees in their respective positions to study carefully and unify their thinking, cognition, and standards. The planned work completed by each position throughout the year is as follows:

1. Training: While completing the basic training plan, employees at each position have added monthly training based on actual conditions: basic fire protection knowledge training, service awareness training, new Quality policy, goals, excellent employee standards and other training. In terms of onboarding training for new employees, the department has developed a complete set of onboarding training schedules for new employees based on the actual conditions of each position. The training is conducted by dedicated personnel and the time is changed from the original three days of unified training to one week.

2. Floor work: In order to cooperate with hotel maintenance, the housekeeping department regularly replaces floors; the rooms are cleaned as planned throughout the year, and the air conditioners, screens, curtains, and furniture in the rooms are inspected. The maintenance and cleaning completion rate is 100; in terms of guest room cleaning: first, the department formulates unified standards and organizes employee training and induction. Foremen and supervisors

will inspect one by one, find out problems in time and rectify them, effectively The service and cleanliness standards of our guest rooms have been improved; the lobby PA has carried out targeted cleaning, wiping and regular maintenance of corridors, aisles, corridors, floors and walls.

3. In terms of linen management and control: First of all, in view of the large flow of linen, the housekeeping department distributes it quantitatively in the workrooms on each floor, and the excess linen is placed in the warehouse, and employees collect and return it every day Keep good records, and promptly communicate with the laundry company to count, count, register and sign receipts to achieve effective control and ensure that the accounts are consistent; secondly, if linen damage is discovered during the ward inspection, find the customer in a timely manner and ask for compensation.

4. Good people and good deeds: This year, there have been many good people and good deeds among guest room employees who have picked up money and returned it to guests. Since the service, our company’s employees have picked up guests and returned them 52,136 yuan in cash, 16 mobile phones of various types, and 1 necklace. , 2 pieces of jade accessories, an Yibo watch, bank cards, driver’s license, ID card, etc. The cumulative amount reached about 100,000 yuan. A large number of good people and good deeds have also established a good reputation for our hotel!

2. Effectively carry out energy conservation and consumption reduction work.

In order to effectively achieve the purpose of energy saving and consumption reduction, according to the actual situation of the hotel, the department first carried out "energy saving and consumption reduction" training work, and strengthened the energy saving of employees through department training and repeated explanations by the foreman. Instill awareness of consumption reduction, such as employees not taking the elevator unless there are special circumstances, reusing used roll paper, closing curtains in summer to reduce room temperature, etc. Secondly, formulate corresponding management systems, such as: clear opening and closing times for corridors, etc. It clarifies the turn-on degree and switching time of lights in each position and area, etc. The garbage classification and collection management system clarifies how daily garbage is processed, classified, collected, transported and stored. Through the establishment of these systems, both the daily operations of employees and the daily supervision of management have become rules-based and systematic.

We firmly believe that energy saving and consumption reduction work, like other tasks we are implementing, is a step-by-step and continuous improvement task. From concept to practice, it requires a process. It is by no means as simple as doing hygiene, nor is it as simple as pulling the curtains and saving money. Simple, we hope that through energy conservation and consumption reduction work, we will not only effectively control the operating costs of the hotel, but also enable employees to develop good habits of energy conservation and consumption reduction and establish an environmentally friendly and low-carbon service concept in their daily work.

Third, on the premise of stabilizing the workforce, give full play to the subjective initiative of employees. The company has always believed that only a stable workforce can ensure the long-term stability and gradual improvement of the department's service quality. Therefore, the department attaches great importance to caring for employees in daily work and life. Department leaders have also repeatedly emphasized that supervisors and foremen at each position should pay attention to matters related to the vital interests of employees, no matter how big or small, and must implement them to the end. . When talking to employees, listen carefully to their voices, and provide timely help to resolve their reasonable requests. Once it is discovered that an employee's thoughts are fluctuating, appropriate measures must be taken before the employee's work is affected. Especially when employees make mistakes, they must not adopt simple programmed punishment methods. Instead, they must proceed from the actual situation and focus on helping employees analyze and solve problems, supplemented by punishment, to avoid similar problems from happening again. It appeared that while stabilizing the workforce, the department also formulated corresponding systems to motivate employees' work enthusiasm: First: the reward and punishment regulations are more detailed, with a total of 60 reward and punishment regulations in the department, so that employees can evaluate their daily work every day For self-evaluation, the department management can fairly record each employee's work performance against the standards; second: include the scoring standards of supervisors and foremen at each position. One of them clearly states that if an employee makes a work mistake, the foreman or supervisor They will assume certain responsibilities; third: the comprehensive results of all employees (including supervisors and foremen) at the end of the month will be included in the performance appraisal; fourth: there will be a monthly selection of outstanding employees, based on their usual work performance and the recognition of most colleagues. You can report rewards (50-200 yuan); at the same time, the department also consciously trains employees with long-term outstanding performance and top grades as the backbone of the housekeeping department and as the second echelon of foremen and supervisors, allowing them to participate in part of the work of foremen and supervisors. Make the department's organizational structure more mature and stable.

4. Work plan and specific measures for 20xx.

Although this year, through the efforts of all staff in the housekeeping department, our team has transformed from a beginner to a learner, and the department has achieved certain results, we also clearly see that this is far from the hotel leadership. There is still a certain distance to our requirements. The work efficiency is not high, the facilities and tools are damaged, and the work is still old-fashioned. This also points out the direction for the work of the housekeeping department in 20xx. The work ideas for 20xx are now organized as follows:

1. Training: On the basis of consolidating the existing training system, the department will try out diversified training methods.

1) Set up individual assessment awards: such as: Work Efficiency Award - refers to fast, accurate and error-free work; Unity and Obedience Award - unites colleagues and obeys distribution; Best OK Room Award - Hygiene Clean and standard use of facilities and equipment. The establishment of these awards inspires employees' work enthusiasm.

2) Establish case analysis documents: The supervisor will summarize the cases in the daily work of each position in the department (such as guest complaints, recurring problems discovered during inspections, etc.), and the department will hold a service quality analysis meeting at the end of the month to analyze Analyze customer complaints, problems discovered during quality inspection, etc. during the month and make a summary. After new employees join the company, case studies will be compiled to train new employees to ensure that the same problem does not happen again.

3) Improve the training mechanism for employees to perform multiple functions in one position: In this regard, although the department has consciously conducted multi-functional training for employees in some positions in 20xx, it is still lacking in general. , the department will improve and improve some incentive and penalty measures in 20xx, which can effectively alleviate the department's staff shortage during the peak season.

4) Training for supervisors and foremen: In 20xx, the department will further cultivate the management and training capabilities of supervisors and foremen, and create more platforms for them to showcase their strengths and cultivate their self-learning abilities. And guidance cannot stop, including the learning of some professional knowledge. The main purpose is to allow them to enhance their initiative, increase their self-confidence and improve their management capabilities.

2. Improve department service quality:

1) Continuously improve department quality system documents: require all department employees to identify any discrepancies between actual operations and rules and regulations in daily operations All reports should be reported to the foreman in a timely manner. After the foreman summarizes the results every month, the department manager will be responsible for convening relevant personnel for discussion and revision. The revised document will be re-trained in a timely manner, and employees who put forward revision opinions will be given bonus points and included in the performance appraisal at the end of the month.

2) Instill a sense of service and ownership among department employees. The department has always believed that only when the service awareness of managers is strengthened can they better supervise employees and bring the department's overall service quality to a higher level. First, we must take good care of the tools and public facilities in our hands; second, when other departments are involved in daily work, we should do a good job in communication, filling seats, etc. based on the principle of division of labor without separation of duties, and guest satisfaction first.

3. In terms of cost control: On the one hand, the department will continue to carry out in-depth energy conservation and consumption reduction work. While doing a good job in energy conservation and consumption reduction, it will further cultivate employees to establish an environmentally friendly and low-carbon service concept. On the other hand, the department's cost control will be further refined. For example: The floor conducts self-assessment of consumable hotel linen employees every week 2

With the ringing of the New Year’s bell, we bid farewell to the fiercely competitive and fruitful 2004, and welcome the new year with enthusiasm. The year 2005 is coming, bright and full of hope. At the end of the year, the summary report of the year's work done by the guest room department is as follows:

1. The total business volume of guest rooms in 20xx is 10,000, with an average monthly completion of 10,000, the occupancy rate of guest rooms, and various indicators It has increased compared with 20xx, but there is still a certain distance from the business indicators issued by the hotel.

2. Specific work this year:

1. The front desk is the hotel’s window to the outside world. In order to strengthen the standardized management of the front desk, this year we focused on conducting multiple professional trainings for front desk staff. , including service awareness, guest room introduction and sales, telephone answering skills and other specific tasks; insist on checking OK rooms every day; collect and organize guest history, and establish a complete guest history file.

2. In order to create a hygienic and comfortable environment for guests, the floors strictly follow hotel hygiene standards, linens are replaced after every guest, and cups and toilets are disinfected; in terms of maintenance and upkeep of equipment and facilities , the guest room walls were fully cleaned to keep the floor bright; cost-saving measures were taken, such as repairing damaged linens for reuse.

3. The hotel renovated the coffee shop at the end of October and developed the Anhua Leicha special business project. After preliminary staff training, item procurement, publicity and promotion and other series of preparations, on October 28 Officially open to the public, judging from the two-month marketing situation, customers have gradually accepted Anhua Leicha, and the turnover has increased steadily.

4. In September, the hotel divided the PA department under the management of the guest room department, conducted adjustments and professional training for PA personnel, clarified job responsibilities, improved work enthusiasm and sense of responsibility, and the hotel's hygienic situation has been improved. The new look is a significant improvement over the previous one.

This year, under the guidance of the hotel leaders, all staff in the department worked together to implement the service concept of "doing everything well every day and receiving every guest every day" into all work. The tacit cooperation and pursuit of perfection have achieved gratifying results. For example, the employees' spirit of returning money without hesitation has been praised by customers many times, and their warm and thoughtful service attitude has been praised by customers. However, there are still some deficiencies in the work, such as service awareness and flexibility in handling problems at work, which need to be strengthened. We also need to continuously improve and improve ourselves in future work.

Self-assessment of hotel linen employees 3

I was appointed as the head of the guest room department of the hotel by the relevant leaders. During the three days of probation, I found the following problems:

1. Hygiene management .

1. When cleaning the guest bathroom, you do not follow the regulations and use a bath towel to wipe the toilet floor in the bathroom.

2. Wring the dirty water from the rag onto the carpet at will.

3. The garbage from cleaning the room is not handled according to the regulations and is placed directly at the entrance of the guest passage stair for convenience, causing dirty water to flow to the floor.

4. The electrical machine room next to the item room is randomly piled with debris and is messy.

5. The housekeeping staff occupied hotel resources at will and piled collected waste in the stairwell, covering an area of ??about 7 square meters. It's like a temporary waste collection station.

6. There are dust and stains on the door head, door panel and ground wire.

7. Personal belongings in the linen room on duty are in a messy manner and are not hygienic.

8. The guest room ‘Mahjong’ was not cleaned and disinfected. (The reason is that guests still need to use it anyway)

2. Room attendant quality training and business operations;

1. Making loud noises and making private calls during working hours affects guests’ rest.

2. Improper use of consumable items and cleaning supplies, and poor dosage control, resulting in unnecessary consumption.

3. The mental state is not good during work hours, and employees generally complain about physical discomfort, headache, dizziness, and upset. (It is very likely that you need to pay more attention to menopausal symptoms!)

4. The wardrobe door panel is unclean and contains floating dust.

5. The beds are stacked unevenly and are unqualified.

6. The mouthwash cups in some guest rooms do not have paper covers in accordance with regulations. Sloppy work.

7. The vacuum cleaner did not follow the work truck, and the work truck was not placed in place and blocked the door of the guest room, which was not in compliance with the standards.

8. There are black spots and debris on the carpet, so you cannot keep vacuuming it every day.

9. Not having a correct work attitude, disobeying superiors’ arrangements, shirk work, complaining too much, or even deliberately contradicting others.

10. Being rude to superiors, gossiping, plotting to eliminate dissidents, the circumstances are serious.

3. Summary;

Only by being proactive at work can we provide customers with quality services. Attentive service and clean and tidy rooms can gain a good reputation from guests. Therefore we should standardize our operations. Improve the professional level of service personnel, and develop rewards and punishments; establish a reward system for employees. The purpose of rewards is to not only provide employees with psychological and material satisfaction, but also to motivate employees to work actively. Establish a disciplinary system for employees; the purpose of disciplinary measures is not only to promote employees' work to meet standards, but also to ensure the common and long-term interests of the hotel and employees. Self-assessment of hotel linen employees 4

Since the hotel opened in September 20xx, I have been serving as the director of the restaurant’s food delivery department. During the year of work in 20xx, my own quality and work ability have been significantly exercised and improved. In the middle of the year, the hotel arranged for me to be in charge of some logistics work such as reception service, linen, and PA cleaning for luxury guests on the second floor. Looking back on this year's busy and intense work, I have gained a lot and gained a lot of experience. I will now summarize and report the year's work as follows.

1. Overall review of work

As the tertiary industry, the hotel industry must firmly grasp the idea and establish a sense of service as the starting point for every employee to serve in the hotel industry. For an enterprise, profit is the first goal and the guarantee for its survival; the work of a department must also focus on the core work of the enterprise.

Each of our employees must establish "brand awareness" and inherit the business service concept of "treating the store as home". As a state-owned enterprise, Xiangjinmen Restaurant not only pursues economic benefits, but also pays attention to social benefits, so each of our employees We should provide warm and thoughtful service to every guest with the fullest spirit.

As a supervisor, first of all, while mastering the functions of the department, you must be strict with yourself, be prepared and arranged before daily meetings, discover more, observe more, and do more in your daily work, Achieve strict discipline, appropriate punishment, and reasonable division of labor and assignment of work tasks. Communicate regularly or irregularly with department employees in order to have an in-depth understanding of employees’ ideological trends, and allow everyone to offer suggestions and suggestions at regular meetings, collect everyone’s opinions and suggestions on work, and better improve the performance of department employees per unit time. Work efficiency. At the end of each day's work, summarize the problems discovered during the day and formulate improvement measures.

In daily management work, I am also constantly adjusting working methods, conducting detailed analysis of specific problems, and conducting relevant job skills training, and formulating relevant detailed rules and inspections according to different job requirements within the department. Record sheets can better standardize employee behavior, assign responsibilities to people, and quantify the quality of employees' work. In addition, we carry out walk-through management to better understand each person's work at their post.

2. Work completed in 20xx

1. The service skills of the waiters in this department have been improved. This year, based on the actual skill level and job needs of the waiters in our department, the "Details of the Training Plan for Waiters" was formulated, with the purpose of establishing overall standards and requirements for the appearance, courtesy, etiquette and service skills of department employees.

2. The sanitary conditions, service quality and operating income of Haobao on the second floor have improved. Since taking over the private room on the second floor, we first inventory and clean the tableware and items, conduct inspections before each meal, urge the waiters to pay attention to service details and quality, and listen carefully to every need of the guests. And based on the actual situation of the guests, we recommend in-store dishes for the guests, being meticulous and thoughtful, thereby improving the guests' dining satisfaction and raising the standard of single-table dining.

3. The cleaning staff’s business has improved, and the carpet cleaning schedule has been reasonably adjusted. In order to provide guests with a neat and clean public dining environment and ensure that the public health environment of the entire building is standardized and standardized, I have developed an inspection record sheet and divided the public health areas into responsibilities. people, which increases everyone’s sense of responsibility for their work. The cleaning and maintenance time for carpets and marble floors in the hotel has also been reasonably adjusted. The original arrangement of cleaning one floor a week has been changed. Instead, cleaning is carried out regularly and plannedly, thus greatly saving cleaning costs.

4. Linen has been managed uniformly. The linen in the linen room is a fixed asset of the hotel and should be sent and received reasonably. The formulated "Linen Room System and Operational Procedures" puts forward clear requirements for linen management, ensuring that the quantities are clear and well-documented, and the principle of "first in, first out, last in, last out" is followed to reduce damage and loss. occurrence, reducing linen costs.

3. Problems at work

1. Too anxious in work attitude, and need to be step-by-step in terms of methods and methods.

2. Although corresponding service and management standards have been formulated for each position, they still need to be further implemented and strengthened.

3. Employees do not have a strong sense of sales promotion. The waiters do not understand some of the hotel’s special dishes, and the information communicated with guests is asymmetric.

4. Ideas for next year

1. Reasonably allocate personnel and make full use of employees so that employees in the department can achieve "one specialty and multiple abilities", not just doing their own work well. work, but also need to be competent in other positions. On the one hand, it can fully deploy personnel, and on the other hand, it can reduce hotel personnel expenses.

2. Improve the service skills and standards of waiters, provide guidance to new employees and underachievers, conduct regular training for employees, organize skill evaluations, present skill standards, and provide communication between employees Provide opportunities for communication and reward employees with outstanding performance.

3. Carry out targeted cleaning, organization and maintenance of the restaurant to improve the hygienic quality of the restaurant and the service life of the restaurant equipment and facilities.

4. In view of the large private room area on the second floor and the large number of diners, it can take advantage of birthday banquets, centenary banquets, small gatherings, etc., carry out customized marketing, and formulate corresponding menus for different consumer groups. The whole building can also carry out customized marketing according to the actual situation of each private room and the consumer group. In addition to asking the number of guests in the early stage of ordering, they also care about whether the guests have other special requirements and whether the time has special meaning, and carry out integrated marketing to make the guests Feel at home. Achieve full understanding and full marketing.

The year 20xx is coming to an end. During this year, I have gained a lot of experience at work, and my work ability has also been significantly improved. The trust of my leaders is my inexhaustible motivation, and the support of my colleagues has made my work smooth. A strong pillar of progress. In the new year, I will continue to do my job well. In life, work diligently and strictly demand yourself. You must play an exemplary role at all times and contribute your strength to the hotel. ;