A week's guest room work summary report is 700 words

Unconsciously, I have been practicing in the hotel for a week. Time flies, looking back on this week is not as boring as I thought. On the contrary, every day at work makes me feel full and happy!

From the day I checked in, the hotel gave me a serious but warm feeling. The three managers of the human resources department (actually called Sister Closer ~) are very strict and concerned about me, which makes me feel very nervous and strange about this strange place. After receiving the internship plan, Manager Xiao personally introduced me to the corporate culture and rules and regulations of the hotel, and took me to the hotel staff area for a complete walk, letting me know where the commuting passage, dressing room and canteen are, and also told me some trivial things that should be paid attention to during working hours. As a new employee, I was moved by the kindness and patience of Manager Xiao, which strengthened my confidence in hard work.

After understanding the contents other than finished products, Manager Xiao took me to the golden fashion floor on the 26th floor, handed me over to the floor hygienist Liu, and started my first day's work. As I have never been exposed to hotel work, I know very little about it. Peng introduced the work content to me while working. Only then did I know that the work of hotel rooms was so complicated and important.

But one bite won't make you fat. I can only learn a little and practice a little. Sister Peng Li told me that there are 24 rooms on each floor of the hotel, except the 22nd floor, because there is a service center. Four corners have four corner covers, 0 1, 02, 2 1, 22 is four big beds, and the others are golden fashion. Each floor is different, but it's all the same. Then he taught me to clean things in the guest room. The first thing is to clean the room. The main content is how to make the bed. The whole process of making the bed includes throwing sheets, covering the quilt and flattening it, combining three threads and covering the pillowcase. The combination of three lines means that the center line of the quilt should coincide with the center line of the bed and sheets. Every step of making the bed requires that the sheets should be neatly wrapped in the mattress, and the quilt should correspond to the corner of the quilt cover, and can be thrown a few times; Put on a pillowcase, so the pillow will be full of pillowcases. In addition to making the bed, we also clean the room, including dust removal, floor absorption and bathroom cleaning. Dust wiping is also an important link. Right-hand wet rags and left-hand dry rags should be wiped in place at every corner, and items should be put back in their original places. Sucking the floor is sucking the dust and hair on the floor of the room. Similarly, every corner should be sucked under the bed. Next is the work of the bathroom, changing clean towels, cleaning the toilet, bathroom floor, and finally making up guest supplies. The cleaned rooms are divided into walking rooms and houses. The walking room should be thoroughly cleaned, and the housing should be mainly decorated. Bedding should be changed every three days, but guest supplies should be replenished every day. After studying and working in Golden Fashion for three days, I went to study in Waterbed Building 23. My master, Liu Jianrui, is a "lake" with five years' experience in guest room work. I am surprised at the speed and quality of cleaning the room. If Peng's work style is vigorous and powerful "Shaolin School", then Jane Ruimei's work style is based on Roukegang's "Wutang School". Both of them have their own characteristics, but their works are so excellent. Sister Jianrui told me that waterbed is a special project of our hotel, which is very important. Every room should be carefully cleaned. Square waterbeds and round waterbeds have different kinds of bedding, so we must distinguish them clearly. Every time you vacuum, you should suck in the corner, under the sofa and under the bed. I benefited a lot from her rigorous and gentle working style. Time passed quickly, and three days passed. Leaving the waterbed floor, I went to the last floor-16 business floor. The teacher who took me is Liu Hongjie, a gold medal winner who works hard! ! ! Or a new job consultant! Different is different. Sister Hong Jie's smile all the time made me really feel the joy of working, and her gentle teaching method made me remember what she taught me. I have to say that she is a very attractive person, and I am looking forward to working with such a master these three days!

Chapter 2 1, Overview of Market Expansion

Due to the wrong address choice yesterday, the efficiency of handling cards was greatly reduced. Today, our team members summed up yesterday's experience, and discussed the location of dispatch in advance-Ming Xiu building materials market. Because of its large market area, it is a brand store of various building materials, and guests have consumption power unless there is really no demand. Besides, in case we can't achieve our goal, we can retreat to Ming Xiu Road or Beihu Road and continue to deal with it, so that we can attack, retreat and defend. Because the goal is clear and the position is correct, all the players have overfulfilled their goals and tasks, and everyone will return home with a full load.

It is often said that the right choice is more important than hard work. In the marketing process, we should spend more time to understand the market and analyze the target market. When we meet people, we will ask about shops and office buildings. In fact, it is blindly looking for customers. Even if you sweat and waste your breath, you can't find or just find a small number of customers we want. As a store manager, in the future marketing work, we must know the market environment around the hotel as soon as possible, make an accurate marketing plan, find the most effective customer resources with the least cost and the shortest time, so as to quickly find out the marketing situation.

Second, Manager Sun gave us a lesson, explaining the importance of rules and regulations and giving vivid examples. Rules and regulations are a very hot pot. It will be very hot the first time you touch it, and it will still be very hot the second time. The effective implementation of rules and regulations is the basic condition to ensure the smooth development of all work. Anyone who violates the rules and regulations must be punished accordingly. Similarly, whoever safeguards the interests of the hotel and does more things that are conducive to improving hotel management and improving hotel economic benefits will be rewarded accordingly. He also gave an example. What are the advantages of wolves? Under everyone's thinking, the wolf has the advantages of 10 or more, unity and cooperation, strong discipline, loyalty, perseverance and explosiveness. It is impossible for a person to come up with so many advantages in a short time, which shows that a person's thinking and ability are extremely limited and he can't accomplish a set goal, and brainstorming is a good way to achieve the goal.

Third, this week, I learned the contents and handling methods of guest complaints. The main contents of hotel complaints include three items: facilities and equipment complaints, service quality complaints and other complaints. Ways to deal with guest complaints: first of all, apologize to the guests, appease them and strive for their understanding; Secondly, we should listen carefully to the guests' complaints and deal with the problems in time; Third, we should not make any excuses for ourselves; Fourth, take the interests of the guests as the starting point and safeguard the interests of the hotel.

Guest complaints not only mean that some of the guests' needs have not been met, in fact, complaints are also a poor evaluation of hotels, service quality and hotel staff management. It is human nature that any employee in any hotel doesn't want guests to complain about their work. However, even the most prestigious hotels in the world will encounter complaints from guests. We should be good at turning the negative side of complaints into the positive side, and urge ourselves to keep working by handling complaints to prevent the recurrence of complaints. To correctly understand the guest's complaint behavior, we should not only see the negative impact of the complaint on the hotel, but more importantly, we should seize the favorable factors implied in the complaint, turn passivity into initiative and turn passivity into positivity.

Guest complaint behavior is actually a barometer of the management quality of grass-roots hotels. Through complaints, hotels can find work loopholes that they can't find in time. Through the complaint, we can urge the hotel to plug the loopholes in time, prescribe the right medicine and solve the work quality problems that may exist for a long time and seriously affect the reputation of the hotel. Even if the guests are deliberately picky and unreasonable, the hotel can learn from it, accumulate experience, improve management quality, constantly improve the system and service reception work.