Summary of room attendant's work

Once you do something, there will always be experience and lessons. In order to facilitate the future work, it is necessary to analyze, study, summarize and concentrate the experience and lessons of the past work, and rise to the theoretical level to understand. The following is my summary of the work of room attendant, welcome to refer to it!

Summary of Room Attendant's Work (1): As the main business and image department of xx Hotel, all staff of 20xx laid a good foundation for the hotel to further serve the society with down-to-earth work and thoughtful and meticulous service under the leadership of leaders and the full cooperation of all departments in the first half of the year. In 20xx, the housekeeping department completed the following work:

1. Report on the completion of economic indicators and some figures:

20xx has an annual turnover of 5.82 million yuan and a profit of 1, 9 1, 000 yuan. Among them, the turnover of individual customers is 3010.9 million yuan, the turnover of long rooms is 2.48 million yuan, the income of conference rooms is 73,000 yuan, and the turnover of other teams and conferences is 77,000 yuan. The net income of room health care products 1.465 yuan, customer compensation income of 5346 yuan, dry cleaning of 67 pieces (external washing), net income of 227 yuan, washing of clothes (washed by hotel disinfection personnel) 1 piece, and income of 1.239 yuan. The cost of breakfast allocated to the restaurant is 1580 yuan.

20xx rooms were rented out 146 10 in the first half of the year, with an average occupancy rate of 47.9%, of which 78 rooms were rented out by individual guests, accounting for 53.5% of the rented rooms, and 6,036 rooms were rented out in Longbin Room in the first half of the year, accounting for 410.3% of the rented rooms. (Among them, the service center is 1.3%. (I started to move in in May 1 1). The Third Institute of Iron and Steel, the Survey Institute and the Geological Institute have rooms *** 1376, accounting for 9.4% of the rented rooms (1-came back on June 26th), and Luoyang Petrochemical Company has 440 rooms. 12.4% of the number of rented houses, 18 10, accounting for 12.4% of the number of rented houses), and invested 180 in Tian Fang, accounting for 65438+o.34 %(6 of the number of rented houses (in June, The number of rooms rented by conference teams and other rooms is 1583, accounting for 4% of the rented rooms. Conference rooms are rented for 32 times a year, including 4 times a day on the third floor, 73 times a day in Conference Room 2, 29 times a day in Conference Room 3 and 0 times a day in Conference Room 4.

2. Management indicators and other work completion:

(1) At the beginning of the year, the housekeeping department re-formulated various management systems and post standards according to the actual situation, such as the job responsibilities of the service desk, the daily hygiene inspection system, the room, the work station, the environmental hygiene standards, and the management system of the room membrane. Further standardized the conference reception process, maintenance records, cleaning vehicle items placement standards, left-behind items storage system, loss reporting system and key management system, so that employees have a clear goal and direction, and the quality of room service has reached a higher level.

(2) any management is the management of people first. People can do their best, do their own jobs and do their own duties, then other problems will be solved. Therefore, the guest room should be managed first and the personnel should be divided. Standardize the system of special person in charge from squad leader to employees in all districts and posts to further improve the quality of management and hygiene. In order to further refine the hygiene and management, the guest room is divided into three areas, namely, the middle building, the north building A area and the north building B area. Each monitoring in the conference room is divided into an area, and the personnel in each floor area are basically unchanged. The warehouse management and disinfection work should be handled by special personnel. Make people do their best and put them in place at all levels.

(3) In order to ensure the quality of rented rooms, the system of rounds should be strictly implemented.

The main business of the hotel is room rental, and customer satisfaction is the greatest recognition of our work. In order to bring a comfortable and comfortable rest environment to the guests, we strictly implement the system of ward rounds such as employee self-inspection, squad leader survey and management personnel spot check in terms of room hygiene, facilities, equipment and articles, so as to ensure that omissions are minimized. And make records of rounds, timely feedback and timely correction, so that guests feel at home and welcome more repeat customers.

(4) Open source and reduce expenditure, reduce costs and increase efficiency, and strengthen employees' awareness of energy conservation.

Based on the idea that saving is to create profits, we should put an end to waste and implement the regional responsibility system for small items. The monitor of each district is responsible in the morning, and takes back the remaining items at night to make records, so as to make the receipt and delivery clear and the accounts clear. Surplus toothpaste, shampoo, etc. Was left as a cleaning agent. The remote control of the room air conditioner is set to 28 degrees in summer and 20 degrees in winter. Electrical appliances such as air conditioners and televisions can make people unable to walk. The old batteries of the air conditioner remote controller and TV remote controller replaced by the door lock continue to be used, and the corridor lights are turned on and off by special personnel in the morning and evening, which also improves the energy-saving awareness of employees.

(5) The inspection work of epidemic prevention station, public security department of sub-bureau and technical supervision bureau has been fully prepared. In July, 34 evaluation data of the quantitative grading table for health supervision of accommodation industry in epidemic prevention station have all passed the test, which has been well received by the approved grade.

(6) Strive to expand the business of long private rooms.

Long private rooms are the main source of hotel economy. In order to satisfy the guests in the long private room, we should know the living habits and requirements of the guests in time and provide them with personalized services.

Summary of Room Attendant's Work (II): The year of 20xx is about to pass. This is a busy year, but also a brilliant year. With the care and support of the superior leaders and the correct leadership of the manager, the hotel has made great achievements through the concerted efforts of all employees, Qi Xin. The occupancy rate has always been above 90%, and the hotel's performance has reached a new high, which has been affirmed by relevant departments and guests in terms of safety, hygiene and service. As an employee of the hotel, I have achieved good results through my own efforts, and I have been rated as an excellent employee and rewarded by the hotel many times. I mainly do my job from the following four aspects.

First, respect the leadership and obey the command. In the usual work, deeply understand the intention of the leader, understand the leader, obey the arrangement, do it according to the requirements of the leader, don't shirk, don't be clever, have no complaints at work, and work hard. Praise and reward for leaders can be treated correctly, without arrogance or rashness; Those who can correct the deficiencies pointed out by the leaders in their work in time will not give up. Being able to complete the tasks assigned by the leaders is often praised by the hotel and housekeeping managers.

Second, obey the rules and discipline and do a good job in service. Abide by the rules and regulations formulated by the hotel, don't be late, don't leave early, go to work on time, handle the relationship between family and work, have no leave record all year round, and go to work full-time. Do a good job of service in strict accordance with the workflow and leadership requirements, and keep the room clean, spotless and tidy. When serving guests, be able to use polite expressions correctly, be careful, enthusiastic and patient, try to meet the requirements put forward by the guests, and explain them clearly for the guests to gain their understanding. Check with the guests in time when the hotel items are found damaged during the rounds. When compensation is needed, clarify the facts and reasons to satisfy the guests.

Third, unite and cooperate, regardless of gains and losses. Get along with hotel staff, do a good job of unity, help each other and care about colleagues. At work, after your own work is completed, you can help other colleagues in time, not afraid of hardship and fatigue, be on call, and don't pay attention to your eyes. When there is misunderstanding with colleagues, we should focus on work, communicate well, eliminate misunderstanding and do a good job together. Ask colleagues about deficiency and cold in daily life. When they are ill, we can call the hospital to visit them in time. When our colleagues have something at home, we should pay attention to helping them in time to enhance our friendship and promote our work.

Fourth, learn with an open mind and strive to improve. Although I have done room service for 78 years, I always pay attention to the basic skills and safety training organized by the hotel, and I am also very active in action. Do it with your ears, eyes, mouth, heart and hands. Take notes when studying, listen carefully, ask questions if you don't understand, and study in time when you get home to deepen your impression. In the work, try to ponder carefully and use it correctly. If you don't understand or won't, please consult more leading colleagues, find out, leave no blind spots, and let your service level and personal quality go to a new level.

Existing deficiencies and problems:

1, sometimes the work enthusiasm is not high, not working hard, and there are delays. Sometimes there are many check-outs, the time is tight, the room is not cleaned carefully, and there are still omissions. When making rounds, there are a lot of materials, and sometimes people forget to register, causing losses to individuals and units.

2. The service level needs to be improved. Politeness is rarely used, attitude is blunt, and there is no initiative.

In the new year, under the care and support of the superior leaders and the correct leadership of the manager, I will conscientiously do my job, strive to improve the service level, unite my colleagues, forge ahead with my heart, obey, serve and learn, and work together with all the hotel staff to make the hotel prosperous, achieve rapid progress and create new achievements in the new year.

Summary of Room Attendant's Work (3): I came to xxxx under the recommendation of my friends, and I was very happy to study in Beijing. I cherish this opportunity. I have studied hotel management for five years, but I have never practiced it. I want to start from scratch, which is a good opportunity, so I came to Beijing to study with enthusiasm. At first, I studied Jinjiang culture and theory courses. I know a lot about Jinjiang culture. I am also very happy that I am from Jinjiang. After ten days of theoretical courses, I can't wait to come to xxxx store with uneasy feelings. In the first week, I was assigned to the guest room. I thought I could bear hardships, and I was fully prepared. I came to the guest room, mainly to learn from the elder sister of the guest room to clean and make the bed. Although I was fully prepared, I was still very tired on the first day, and even doubted whether I could persist. With the encouragement of my eldest sister in the room, I made up my mind to encourage myself to stick to it. During the six-day study in the room, I learned the process of cleaning a room in the hotel, the most basic bed making, the cleaning of the bathroom and the simple room service method, and got a preliminary understanding of the basic goods sold in the hotel.

In the second week, I was assigned to a restaurant, and I learned a series of basic restaurant service methods from a senior restaurant waiter, such as how to set the table, remove the table, order food, serve food and pass food. And have a further understanding of the service process of the restaurant.

In the third week, 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 make people move. 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 period, my hotel guests have a deep understanding of some basic front desk daily operations, such as how to check in and check out, and have carried out practical operations.

The days of internship are ending day by day. 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 handle my own interests and those of hotels, how to handle interpersonal relationships among colleagues and how to adjust my mentality. What I learned more is that a waiter should have a strong sense of service. In a chat with the manager of a department, 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 should have the same consciousness to colleagues."

Summary of Room Attendant's Work (IV): More than 90% employees in our company are young employees. I want to ask you a question: "Are you ready for the development of the company?"

Maybe you will say, "I'm just an ordinary employee, working in an ordinary position." What can we do is a matter of leadership! " "

There I will say loudly: "You are wrong! In the process of the company's operation and development, although we are just ordinary members in ordinary posts, our practical actions of loving our posts and being dedicated are the cornerstone of the company's development and progress! The hotel work of the company is also a bridge of market economy, which is related to the health and happiness of millions of food consumers and connects people's hearts! "

A working plane

These days, I learned about the hotel's guiding principles, layout construction, division of departments, work distribution, personnel positioning and other natural conditions. The function of the general department is the office, which is an important department to contact leaders and employees. I am honored to be a member of this small group. Although it is trivial to collect meal tickets every day, it can reflect the rigorous and advanced management of our hotel. Quality inspection is an indispensable and important guarantee department for any enterprise. As a service industry, quality inspection is the most important. Both the sanitary condition of guest rooms and the gfd of catering staff will affect the business development of our hotel. From the initial "only understanding" and "seeing" to this moment, I have a pair of eyes that see everything. This is my progress, but also a great harvest. I'm not saying how great I am. But I was moved by such a group of United, dedicated and pragmatic people. Dedication is selfless, so warmth and passion are fiery, so they shine. This is the wealth and growth capital of the enterprise!

Second, the existing problems.

For various reasons, there are many problems in my work:

1, 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. Due to the thoughtlessness during the shift change, 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 little things, it will easily lead to big mistakes, so I must take strict preventive measures in the future to avoid mistakes.

Third, learning experience.

International hotels, as operating places under public institutions, have their unique advantages, and they have become the best in the same industry in terms of management system and development scale. The overall quality of employees has also been affected in the specific atmosphere of the university. Leaders can be far-sighted, consider the interests of employees while exploring external markets, and have the concept of knowing the overall situation and taking care of the overall situation. Although this is a new enterprise, it is also a dynamic and creative enterprise. Every day, I really learned a lot these days. Besides some basic skills and common sense of service, I also learned how to be a man, how to handle the interests of myself and the hotel, how to handle the interpersonal relationship 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 the manager of a department, 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 should have the same consciousness to colleagues."

4. Rational recommendation

The development of things has two sides. As a new enterprise, under the impact of the wave of market competition, it is bound to show its own weakness and contradictions. As long as we find a solution to the problem, we will become better if we go up a storey still higher. Competition is also the biggest driving force for enterprise development. The key is to master the skills of avoiding competition, enhance the sense of innovation, dare to break the traditional concept, management concept and management innovation, and gradually move closer from market-oriented to people-oriented management mechanism, thus shaping a brand enterprise with unique characteristics.

Five plans for next year

Honor is only an affirmation of my previous work, and it is the motivation for me to do my essential work well. The next step is a starting point. With new goals and challenges, there should be new improvements. In the next step, I will be strict with myself with the conditions of excellent employees, diligent in reporting, diligent in learning and diligent in summing up, so as to contribute to the development of the hotel!