Summary of Room Manager's Work in the First Half of the Year

Summary of the work of the room manager in the first half of the year 1 Looking back on the work in the past six months, with the support and help of leaders and colleagues, our front office has completed its work well. There are xx employees in the front office of the hotel. Through continuous study and training and employees' own efforts, great changes have taken place in work style and the quality of work has been improved. For example, xx, xx, xx have made some progress in manners, appearance and work skills. Let's summarize and review the work in the front office for half a year.

I. Operational aspects

As of June 30th, 20xx, the cumulative turnover of the hotel in the first half of the year was xx yuan, accounting for xx% of the estimated revenue in the first half of the year. Among them, bill signing accounts for xx% of the total income, team reception accounts for xx% of the total income, and personal reception accounts for xx% of the total income. * * * Rent for xx nights, including xx nights for individuals and xx nights for groups, with an average house price of xx yuan. The average monthly occupancy rate in the first half of the year was xx%.

Second, strengthen business training and improve the quality of employees.

As we all know, the front office staff always face the guests directly, and their working attitude and service quality reflect the service level and management level of a hotel. Therefore, the training of employees is the focus of our work. In the past six months, we have made a detailed training plan on etiquette, gfd and communication skills: for the switchboard, we have trained the language skills of answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in May and June this year, we trained all the staff in the front office for two months, striving to keep the employees in the best image, smiling and full of energy, welcoming the guests with our most beautiful side, providing quality services for the guests, and making every guest experience our sincerity and enthusiasm when entering the hotel.

Service skills have always been the focus of our training. We carry out training in strict accordance with the training plan, assess employees in stages, strengthen on-the-job training, and let employees apply what they have learned. Strengthen business training, take each batch of reception tasks seriously, and formulate detailed training plans and reception plans according to different stages and teams. In case of large reception tasks, we let the reception staff run in ahead of time, including the whole effective registration process and the cooperation between the conference group and the conference center, which require good business and communication skills and normal and strict training. All the staff in the front office know that only by constantly enriching themselves can all the reception tasks be completed in a down-to-earth manner. In the case of limited personnel, we require managers to personally guide the work, find problems, feedback information, negotiate and adjust in time, and achieve the best service standards.

Third, strengthen employees' sales awareness and skills, and improve the occupancy rate.

The front office is a comprehensive department that organizes tourists, sells rooms and provides various services for guests. It has the characteristics of centralized service items and wide service scope. Because the supervisor's time is not long, through the communication with the front office staff, it is found that the front office work needs to be improved. I will continue to work hard in the future, and strive to make the front office service of our hotel active, enthusiastic, patient, meticulous and efficient, so that guests can build a good family. Friction will inevitably occur between departments at work, and the quality of coordination at work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

Housekeeping manager's work summary in the first half of the year. The hectic first half of the year is coming to an end. Looking back on the work in the first half of the year, I have gained a lot. As an important department of the hotel, its work will directly affect the hotel's external image and economic benefits. Thanks to the trust of the leaders, I have the honor to be the head of housekeeping department, and I also feel full of pressure and motivation. In order to better carry out the related work of this department in the second half of the year, it is necessary to summarize the work in the first half of the year:

First of all, in terms of health

Strictly implement the system of ward rounds, record the inspection results in detail, and do a good job in sanitary makeup. Standardize the standard and quantity of items placed in various parts, and cooperate with ward rounds to check the location of items. Implement the guest room cleaning responsibility system to improve the enthusiasm and effectiveness of employees. Standardize various operation procedures and steadily improve work efficiency.

Second, commodity management and cost control

Control materials, increase revenue and reduce expenditure, do a good job in material recovery, strengthen employees' awareness of saving, advocate the control of energy waste such as water, electricity, etc., implement the responsibility system for material management, set up a consumable account, and control costs.

Third, the equipment and facilities

Because the facilities and equipment have been used for a long time and are obviously aging, all posts are required to carry out targeted maintenance, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove carpet stains and arrange carpet washing reasonably.

Fourth, training.

Make a monthly training plan and implement it to individuals. Conduct targeted training for different personnel. Various standards are also clearly defined, such as the time of rounds, workload, hygiene standards, cleaning time, cleaning standards, etc. Let employees feel the importance and practicability of training in their daily work.

Verb (abbreviation of verb) personnel management

Handle affairs impartially, adhere to the principle, firmly believe that "service is no small matter", report to the department manager in time if it damages the name and interests of the hotel, and deal with it according to the department system without mercy; Caring for employees, treating employees as their relatives, narrowing the distance between departments and employees, and playing a connecting role; Set an example, be strict with yourself, make a clear position and play an exemplary role.

The work of intransitive verbs is insufficient.

Room hygiene needs to be further improved, and post service language needs to be further strengthened. The comprehensive quality, service skills and professional level of service personnel and managers are uneven and need to be further strengthened. The management of floor cloth is rather chaotic. The local carpets on the floor often appear as a whole, and the local carpets are dirty and unattended.

In view of the above shortcomings, I need to continue to strengthen the training of various positions and strengthen the service skills and service awareness of employees. Strengthen the team building of managers, conduct quarterly assessment and mid-year assessment system for managers, and survive the fittest. Strengthen the supervision of linen, implement the real-name custody system, take stock once a month, and investigate the relevant responsible persons for the problems that arise. Strengthen communication and coordination with PA, and increase the maintenance of guest room carpets and floors. In addition, PA machine is too large, which will waste resources when dealing with local dirty carpets. Therefore, all post personnel will be provided with relevant training on local decontamination and decontamination.

In short, as the head of the housekeeping department, I will try my best to cooperate with the department manager to do all the work of the department in the future, and contribute to improving the service level, management level, training level, quality inspection, enhancing the cohesion of employees, improving the basic quality of employees and cooperating with the hotel to implement brand building!

Room manager's work summary in the first half of the year. Through the efforts in the first half of the year, I have successfully completed the work of the hotel housekeeping department. Now let me sum up the work of the hotel housekeeping department in the first half of the year.

I. Training

Complete the study and assessment of two SOP processes every month, organize employees to carry out training in a unified way, and each team leader will strengthen the assessment of team employees, enhance their business skills and improve their quality and professionalism. Group Tea should understand the training and assessment of knowledge, make a training schedule according to the requirements of the department, arrange employees to study according to the progress of the schedule, and then be assessed by the team. Conduct case training early every day to improve employees' ability to solve and deal with problems. Analyze vivid cases of posts to avoid the recurrence of such cases and improve service quality.

Arrange special training for the shortcomings found in the work. The foreman should organize employees to conduct on-site training and guidance for the irregular placement of items found in unannounced visits; In view of the present situation that there are many items left behind for a period of time, the staff are arranged to carry out ward round training to guide the staff to find blind spots that are easy to ignore in ward round. Cross-training of room service and switchboard personnel has been carried out in batches since xx. Through the cross-learning between the employees of the two positions, the professional level and comprehensive quality have been improved, and they are also familiar with the workflow and operational skills of each position, which is convenient for the smooth merger of the two positions in the next stage.

Second, management.

Since the first half of the year, the occupancy rate has remained high, especially in xx. All employees work overtime, help each other, and complete sanitation and various customer services. Vacancy of post foreman leads to excessive area in charge, which affects the quality of management and control. Later, the floor of xx was assigned to xx Company to assist in inspection and control, which reduced the workload of the foreman. Since the cooperation, the health quality and personalized service have been stable.

In the first half of the year, the overall service quality was relatively stable, the group questionnaires all exceeded the departmental assessment indicators, and the monthly score of the guest transfer was relatively stable, with no ups and downs; Our excellent service can be reflected in confidential letters and online reviews, which have been well received by guests. In particular, the number of online individual customers has increased significantly, which puts great pressure on us, and the overall hardware level of xx building is insufficient. We have improved the satisfaction of our guests through various personalized services and won a good reputation.

Third, reception services.

Successfully completed the reception work of each Golden Week, all posts cooperated closely and followed up as planned, and completed various assessment indicators, basically realized the "0" complaint of service quality and the "0" occurrence of safety accidents, and accumulated some reception experience in the Golden Week; The opening of xx EMU has brought us a large number of passengers. After a period of reception work, the post combed and formulated the summary and ideas of EMU customer reception, which provided guidance for the next stage of work. Effective follow-up of xx service. Since the first half of the year, a number of housekeepers have been sent to follow up VIP guests and groups, which has gained a good reputation. While doing a good job of reception, the housekeeper actively promoted products such as hotel room delivery, which increased income. At the same time, actively assist the hotel conference housekeeper to do the work of conference assistant housekeeper and complete the conference reception of each batch. According to different reception work, the basic formation convention should be done in advance and good results have been achieved; Innovate the layout of honeymoon rooms and increase the selling points of hotel products.

Fourth, the team and personnel.

A number of employee care activities, such as employee care plan, SMS blessing, singing birthday songs for birthday employees and giving gifts, have been unanimously recognized by employees and improved employee satisfaction; Organizing many batches of outdoor team activities increases the communication opportunities of employees, relaxes the body and mind while working, and enhances the cohesion of the team.

Hold a monthly quality inspection analysis meeting every month to analyze the problems existing in the post last month and evaluate and reward the work of each team, which has played a certain incentive role; On the basis of team questionnaire assessment, gradually implement the reward and punishment system of foreman KPI assessment, so that the assessment indicators can be decomposed into teams and teams, and the rewards and punishments are clear, which is conducive to achieving the assessment indicators efficiently; According to the career orientation schedule, four employees, two foremen and two receptionists have been trained in the first half of the year.

Room manager's work summary in the first half of the year. The busy first half of the year is coming to an end. Looking back on the work of this department in the first half of the year, there are many gains and experiences. It is necessary to sum up the gains and losses in the first half of the year in order to get a higher level of work in the second half.

I. Cleaning work

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. In the first half of the year, through the joint efforts of all employees and department managers, all the parts with business indicators have completed the tasks assigned at the beginning of the year.

Second, reduce costs.

While trying to generate income, we also don't forget to save money. In the first half of the year, the department will save work throughout, and try its best 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 profit of the apartment. In this regard, the laundry department has done a very outstanding job. At the beginning of the year, a strict delivery and procurement system was established, and the foreman, supervisor and manager checked at all levels, and the monthly delivery volume was strictly controlled to a minimum, and there was no surplus goods in the factory.

Third, washing work.

In the use of detergent, it should be used in accordance with the prescribed dosage, and the method of weighing scale should be adopted to avoid unnecessary human waste to a great extent. In the washing of articles, we should adopt the centralized washing method, and wash all washable articles together as far as possible to avoid starting the machine at full load, which saves a lot of energy to a great extent and increases the workload of employees invisibly, but employees have no complaints. The consciousness of saving a drop of water and a little bit is gradually formed in the consciousness of laundry staff. On the guest room floor, while ensuring customer service and increasing guest room income, we strive to control costs and let every employee establish a sense of contract in their daily work.

Fourth, work improvement measures

The guest room is gradually replaced by three-in-one instead of the original small bottles of shampoo, conditioner, shower gel and other guest products, which greatly saves expenses and reduces costs. The service of cold water and ice cubes is stopped in the guest room, and only added to the guests when they need it, saving water and energy.

Waste utilization, discarded sheets should be turned into inner pillow bags. Strictly control the delivery and loss reporting rate of linen, and establish a one-to-one washing system in the floor and laundry room, which greatly reduces the loss rate and loss reporting rate of linen. The seven water heaters on the seventh floor were all turned off, which brought a lot of inconvenience to the staff, but the work of saving electricity was implemented.

Room manager's work summary in the first half of the year. At the beginning of five years, I came to xx on the recommendation of my friends. When I realized that I could come to xx, I was very excited, and I cherished this opportunity very much. I studied hotel management in college, but I never had a chance to practice it. I've always wanted a chance to apply what I've learned. Finally came to xx with a dream-chasing heart. When I first arrived at the hotel, I studied hotel culture and theory courses. The following is a summary of my hotel work in the first half of the year.

I. Guest Room Work

After the training, we were assigned to different positions. In the first week, I was assigned to the guest room. From an early age, I felt that I could bear hardships and was ready to bear hardships. In the housekeeping department, I mainly learn from Master to clean the room and make the bed. Although I had made full preparations before, I really couldn't stand the first day of work and began to doubt what I had been insisting on. But master always encouraged me. She always said that you should stick to everything. If you retreat when you encounter difficulties, what can you do in the future? Persistence in everything is the most important thing. I am also very grateful to Master for her encouragement at that time. If it weren't for her, I wouldn't have persisted.

Second, the front desk work

Later, I was assigned to the front desk. I like the job of receptionist very much, but I'm not at ease. I don't know if I am qualified for this job, but what makes me happy is that most employees in the hotel are very warm and friendly. They are not cold and blunt to us because we are interns. After being tired, a sweet smile from colleagues and an ordinary but difficult sentence will move people. The front desk is the facade of the hotel. The front desk service basically covers all the services that the hotel can bring, so it is necessary for the front desk service personnel to have enough understanding of all departments of the hotel in order to bring satisfactory and thoughtful services to the guests. During the study, hotel guests have a deep understanding of some basic daily operations at the front desk, such as how to check in and check out, and have carried out practical operations.

I really learned a lot these days. In addition to some basic skills and common sense of service, I also learned how to be a man, how to deal with the interests of myself and the hotel, how to deal with interpersonal relationships between colleagues, and how to adjust my mentality. What makes me realize is that a waiter should have a strong sense of service. In a chat with a department manager, the manager mentioned service consciousness, and I agree with him very much: "Service consciousness not only requires waiters to have the concept and desire to bring quality service to guests, but also has the same consciousness to colleagues who deal with them."

The first half of the year is almost over, and I have a new understanding of the position of hotel room service. Of course, I am very grateful to my leaders and colleagues for their help during this period. In the second half of the year, I will work harder and make my own efforts for the development of xx Hotel with the knowledge I have learned. I hope the tomorrow of xx Hotel will get better and better.

Room manager's work summary in the first half of the year. How time flies! The first half of the year passed at once! If it weren't for the impact of the epidemic, I think our hotel business would be better! In the first half of this year, hotels were mostly used for special isolation work. The specific work of our housekeeping department is summarized as follows:

First, actively cooperate with the national room service.

Our hotel has always been a hotel that actively responds to the call of the country. In the first half of the year, the main job of our housekeeping department was to actively cooperate with the work of the country and carry out a series of room services related to the needs of the country. We have accepted many customers from the mainland and abroad. When they need help, we will help them in time to make them feel at ease in our hotel. In this series of room service, our housekeeping department has always kept close contact with the hospital to ensure the safety of guests and employees as much as possible.

Second, keep the room clean and tidy.

The most important thing in hotel room service is to keep it clean and tidy. The first half of this year is a special half year, which requires us to maintain a high level of health. In the first half of the year, our housekeeping department sent a large number of employees to maintain the sanitary condition and carry out daily disinfection and cleaning. Even for customers who have stayed in the hotel for a long time, we have done a good job of disinfection and cleaning at home, and carefully kept the room clean and tidy, so that every customer who comes to our hotel can repeatedly praise our hygiene and reassure them. Our housekeeping department is very satisfied with this evaluation. After all, we really took this matter seriously in the first half of the year, which is a small thing worth mentioning, so that everyone can live with more peace of mind!

Third, expand room training in the first half of this year.

Our housekeeping department was busy in the first half of the year, but this is not the reason to stop us from conducting room training. In the first half of the year, our housekeeping department still tried its best to find time to train the staff of our housekeeping department, so that everyone can get the praise of in-house customers in a more orderly work. The training in the first half of this year mainly focused on how to receive overseas tourists, which improved the English level of some employees with poor English, and also taught all housekeeping staff how to treat those guests who need isolation more politely, so that these guests would not be too afraid of affecting their physical and mental health.

The main work of our housekeeping department in the first half of the year is almost the above. These jobs seem nothing, but in fact they kept us busy in the first half of the year. What new challenges will our housekeeping department and our hotel face in the second half of the year? You can only keep in good condition as much as possible and respond positively.