Summary of Housekeeping Department's Work: A Complete Collection of 5 Articles

The writing process of summary is not only a process of reviewing one's own social practice, but also a process of improving people's ideological understanding. Do you know what the housekeeping department's work summary has? The following is my collection of five summaries of housekeeping work _ personal summary of housekeeping at the end of the year. I hope I can help you.

Summary of Housekeeping Work Part I

With the ringing of the New Year bell, we bid farewell to the highly competitive and fruitful year of 24 and warmly welcome the bright and hopeful year of 25. At the end of the year, the summary report on the work done by the Housekeeping Department in one year is as follows:

First, the total business volume of rooms completed in 2__ year was 1,, with an average monthly occupancy rate of 1,. All the indicators have increased compared with those in 2__ year, but there is still a certain distance from the business indicators issued by the hotel.

Second, the specific work of this year:

1. The front desk is the external window of the hotel. In order to strengthen the standardized management of the front desk, this year, the front desk staff were specially trained many times, including service awareness, room introduction and sales, telephone answering skills and other specific work; Insist on checking the OK room every day; Collect and sort out the guest history, and establish a complete guest history file.

2. In order to create a hygienic and comfortable environment for the guests, the floors are strictly in accordance with the hotel hygiene standards, and linen is replaced every time a guest walks, and the cups and toilets are disinfected; In the maintenance of equipment and facilities, the wall of the guest room was thoroughly cleaned to keep the ground bright; Take cost-saving measures, such as mending the reported damaged linen and using it.

3. At the end of October, the hotel transformed the coffee shop and developed the special business project of Anhua tea-smashing. After a series of preparatory work, such as personnel training, goods procurement, publicity and promotion, it officially opened to the public on October 28th. From the marketing situation of two months, guests gradually accepted Anhua tea-smashing, and the turnover increased steadily.

in April and September, the hotel divided the PA department into the housekeeping department, adjusted and trained PA personnel, clarified their job responsibilities, improved their work enthusiasm and sense of responsibility, and the hotel's hygiene situation took on a new look, which made obvious progress than before.

this year, under the guidance of hotel leaders, all the staff in the department made concerted efforts to put the service concept of "doing everything well every day and receiving every guest every day" into every work, cooperated tacitly and pursued perfection, and achieved gratifying results, such as the spirit of employees' finding money without hesitation was praised by guests many times, and the warm and thoughtful service attitude was praised by guests. However, there are still some shortcomings in the work, such as service awareness and flexibility in dealing with problems in the work, which need to be continuously improved and self-improved in the future work.

Summary of Housekeeping Department II

According to the overall plan of the hotel, with the care and support of the hotel leaders and the efforts of all the staff, the Housekeeping Department has closely focused on business-oriented and carried out work in employee training, service, maintenance of facilities and equipment, product quality control and other aspects. Now we will report on the specific development of the above work last year:

1. Training

According to the actual situation of employees. In the aspect of business skills training, we should master the working procedures and standards first, and practice them for employees on the spot according to the theoretical learning content, and let employees operate in person and guide them on the spot, so that employees can master the basic operating skills. The basic skills have been practiced. As long as you practice more, the goal of improving work efficiency will be realized.

second, in terms of service

in terms of service, the plan made by the hotel and the work that has been implemented and its effects are described

third, the maintenance and maintenance of facilities and equipment

third, the quality of products

The products of the housekeeping department are to provide clean, hygienic, safe and comfortable rooms for guests.

1. In terms of hygiene

The housekeeping department disinfected the articles in the room in strict accordance with the hygiene standards.

insist on changing the bedding for one guest, and change the towels at any time according to the requirements of the guests. Bedding and towels are required to be disinfected at high temperature when washing. The sanitary ware in the bathroom insists on using the cleaning agent with disinfection function. The cups in the room are disinfected by 84 immersion and high temperature, and the telephone, TV remote controller and all switches are disinfected by alcohol.

2. Room cleaning

In order to ensure that the guests have a clean living environment, the department requires that the guest rooms should be cleaned at least three times a day. After 9: a.m. and before 12: a.m., all guest rooms must be thoroughly cleaned, after 14: p.m. and before 17: p.m., and the rooms should be turned on and cleaned once after 18: p.m. and before 22: p.m. In addition to the three times of cleaning that must be done, you can always accept the guest's request to clean the room, even if a guest asks to tidy the room after midnight. We also arrange for special service.

3. In terms of safety

4. According to the above summary, put forward the work plan

and then summarize the full text in the last paragraph

. There is a long way to go, opportunities and difficulties coexist, and the gap between goals and reality requires us to face and meet challenges. Here, I will earnestly follow the instructions of the hotel leaders and call on all the staff of the department to unite and work hard to make the guest room work in by going up one flight of stairs.

Summary of Housekeeping Department Part III

Looking back on the work of 2 years, I think I have gained a lot. In order to work in by going up one flight of stairs next year, it is necessary to sum up the gains and losses in this year's work. Here is a summary of my work. Overall review of the work:

The profit of an enterprise is the first goal, and it is also the guarantee for the survival of the enterprise. The work of a department should also closely focus on the central work of the enterprise. As a service department, housekeeping department is our primary task to clean up and provide guests with a clean, quiet, comfortable and warm rest environment, but at the same time, we are also responsible for generating income and saving expenses for enterprises. Over the past year, with the concerted efforts of all staff and department managers, all the parts with business indicators have completed the tasks assigned to us by the leaders of the villa at last year's work meeting. While striving to generate income, we also don't forget to save money. The department runs through the saving work throughout the year, and makes 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 profit of the group. In 2__ years, I completed the following work:

1. Learn and standardize the service terms of the post, and strive to improve the quality of customer service. In order to reflect the professional quality of hotel staff, I am unfamiliar with and irregular in the service terms of various posts. I learned the service terms of posts among my colleagues and in the training of the manager in charge of the group's guest rooms, and then absorbed them into my own use as a language guide for my communication with guests. Since I standardized the implementation of service terms, I have improved my communication with customers significantly. As a result, in any period of work, it is important to persist in good things and learn new things by reviewing old ones. I will intensify my study and application.

2. Open source and reduce expenditure, reduce costs and increase efficiency, and start from scratch. Housekeeping department is the main revenue-generating department of the company, and its capital cost is also very high. Based on the idea that economy is to create profits, my colleagues and I will start from ourselves and start from scratch to put an end to all waste phenomena, mainly in the following aspects: ① recycling disposable low-value consumables for customers, such as toothpaste, which can be used as cleaning agent; ② requiring the walkway lights on the returning floor to be turned off every morning and turned on after six o'clock in the night shift; Unplug the electricity 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 room cleaning skills and rounds. From this, it is found that there are irregular and unscientific problems in our operation. In view of the existing problems, the staff above the class level in the district hold a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits. We also use the off-season to keep practicing, carefully clean and check every room, and through the assessment, we have achieved certain results, improved the sanitary quality of rooms, and reduced the overtime phenomenon of rounds.

4. The leaders adopted centralized training, special training and individual guidance training for employees, which greatly improved the hotel awareness of employees, further deepened the service concept, and smiling with voice has become the conscious action of employees. There has been an image understanding of what personalized service is, from sensibility to rationality, and the whole group has formed a good atmosphere of "all work is to satisfy guests". Thus, it has deepened the comprehensive combing and improvement of employees' pre-job training, departmental training and team training from theory to practice.

Due to various reasons, there are some problems in my work:

1. It is easy to bring personal emotions into my work. I am warm and thoughtful when I am happy, and I am negligent when I am unhappy. In the future, I will try my best to overcome this situation in my work and truly establish in my mind that the customer is God's consciousness.

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.

Summary of Housekeeping Department Part IV

1. Operation: In 2__ years, the total business volume of rooms was 14__ 17 19 yuan (including the total housing income of _ _ _ yuan and the miscellaneous amount of rooms of _ _ _ _ yuan), and the average monthly turnover was _ _ _ _ _ yuan (including the average monthly housing income of _ _ _ yuan, and the monthly rooms).

according to the above data, combined with the annual analysis, all the indicators of guest rooms have increased compared with those in 2 years, but there is still a certain gap from the business indicators (1.2 million per month) issued by the hotel, mainly due to the influence of the first quarter and September, but it has basically maintained an upward trend. Under the instructions of the hotel leaders, the income of guest rooms is "as high as possible", "without vacancies" and "to retain every guest".

conference reception: there are only two conference rooms in the hotel, and the multi-function hall on the fourth floor is called "multi-function conference hall", but it can't meet the needs of many business meetings and training conference guests. First, the ports for guests to access the Internet are limited, and only one port can be provided. In this way, guests have to bring their own corresponding equipment, which causes some trouble to the guests. It is recommended to buy a set of related equipment, keep it in the computer room, and register and collect it temporarily when needed for room meetings. Second, the meeting whiteboard is of poor quality, which is not easy to keep. It has been replaced several times in a year, and there are many training meetings in hotels. For training meetings, the guests are not easy to use and shake, and the words written by others are not easy to read. It is recommended to buy an electronic whiteboard, which avoids the replacement cost of ordinary whiteboard and the cost of whiteboard pen. Third, the area is limited, so it is not convenient to set up what guests want. Meetings with a large number of people can't be picked up, and meetings with a small number of people are too expensive. It is suggested that the hotel let the sales department flexibly set prices according to the number of guests, meeting content and meeting cost. Fourth, there is no place for guests to rest, and there is only one bathroom nearby the conference room, which is still shared by men and women. The executive meeting room on the 15th floor can only accommodate 2 people, which is a small meeting room. Its disadvantages are as follows: firstly, there are no customized table covers, such as table covers and tables used by 2 people for meetings with 1 people, and the tables are patchwork, so one more table cover can be customized to facilitate meetings with fewer people; Second, there is no audio equipment.

problems with drinks: compared with hotels of the same grade in Shenzhen, the cost of individual drinks is relatively high, and the consumption psychology and hobbies of guests have not been fully grasped to purchase drinks and make them into rooms. During the third quarter of _ _ _ _, we investigated the drinks in individual hotel rooms in Shenzhen, and made corresponding adjustments. We cancelled pistachios and replaced soda with Wang Laoji, which had a slight effect and kept the miscellaneous income of rooms at about 3, per month during the last two quarters.

Second, the quality of service and hygiene:

The quality of service remained relatively stable in _ _ _ _ _ years, and the period of high complaints about customer service was July and August. The main reasons for this were the housing rate during that period, the serious brain drain, the inability of new employees to integrate with other employees as soon as possible after entering the department, the lack of group consciousness and the lack of correct guidance from grass-roots managers. The department has carried out a series of internal affairs rectification. First, we should start with the mentality of the old employees and do more ideological education, so that the old employees can be more deeply aware of their roles in hotels and departments, and let the old employees realize the importance that hotels and departments attach to them, so as to bring the old with the new. In addition, in the constant combing of complaints, we found another factor of the problem, which lies in the over-service and lack of family service of the department employees. It either bored the guests or made them unable to appreciate the hotel's attention to the guests. After going to two extremes, without making the guests feel at home, the department launched a series of interesting department and team training, coupled with the personal experience of the managers, which avoided the deterioration of this phenomenon in the later period and got better.

sanitary quality is the lifeline of the guest room, and any link of the department should not be sloppy. As always, the guest room adheres to the purpose of "employee self-inspection, minister inspection and manager spot check" and has been continuously improved under the constant guidance of hotel leaders. On the whole, the occupancy rate and renewal rate of rooms in this hotel are relatively high. In this case, the daily renewal of rooms is relatively early, and the daily check-in time of guests is also early. In order to provide the front desk with rental rooms in time, the rooms are almost kept in a state of "rushing for rooms", and for a period of time, the rooms have been kept short of staff. Even with these objective factors, the department is still under the tolerance and trust of hotel leaders. The corresponding adjustment was made in time, and the original situation of all fixed floors of the health class was changed to the situation of single fixed floors, special personnel replacing floors, three people moving to and from work to make up for the vacant posts in special time periods, and the rest were flexibly arranged, which further improved the spirit of unity and cooperation, achieved on-call and mutual help, and kept the lifeline of the guest room.

Third, supporting facilities and equipment:

In order to improve the occupancy rate of guest rooms, the hotel issued the relevant work arrangements for _ _ _ _ at the end of _ _ _ _ _, one of which was to take _ _ _ _ _ as the year of improving guest facilities and equipment. During this year, hotels and departments increased the collection of guests' opinions around this work, and strengthened communication with peers, and also gave suggestions to employees.