Summary of hotel guest room work

5 summaries of hotel guest room work

Because it is my first job, I have put in a lot of effort in the hotel room department. After all, it is natural for aspiring hotel employees to hope Being able to gain recognition from leaders and colleagues through hard work at work, the following is a summary of hotel guest room work that I have compiled for everyone, I hope it can help everyone!

Hotel guest room work summary (selected part 1)

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The winter vacation of 20__ is a winter vacation with special commemorative significance for me. Because, during this winter vacation, I worked my first job in my life and earned my first pot of gold. These two firsts have special meaning to me. Although I don’t work long hours and don’t make much money, I am very pleased that my abilities have been trained and I have a clearer understanding of life. In the future, I will understand my parents on some issues and spend more money. reason.

Next, let’s talk about my job. Although it is only a part-time job, it is as important to me as a formal job. I think if I can do this job well, I will also Will do other jobs well. I found a job as a room attendant at Qinzheng Hotel in Fuping County, which was actually an internship opportunity. My major is tourism management, and my major mainly covers three major areas: hotels, scenic spots, and travel agencies, so I want to use my vacation to intern in a hotel to familiarize myself with various hotel departments and the organizational structure and operations of each department. Generally, hotels will not recruit temporary workers. If they do, it will cause the loss of talents trained by the hotel. The hotel will not engage in such a loss-making business. But I couldn't find a suitable internship position based on my ability, so I had to ask for help from my parents. My father happened to have a friend who was a manager in a hotel. With his help, I found a temporary job in the hotel.

Since I am interning in Qinzheng, it is necessary to introduce some specific situations of Qinzheng Hotel. Qinzheng Hotel is a comprehensive hotel integrating tourism, business accommodation, catering and entertainment. The hotel is located in the middle section of Renmin Road in Fuping County, which is known as a prosperous commercial street. It has convenient transportation conditions and a unique geographical location. The hotel has a business area of ??more than 6,000 square meters and more than 80 luxurious guest rooms. It also has a restaurant, business center, foot bath, chess and card room and many other services, and has an independent parking lot. The main departments of the hotel include housekeeping department, catering department, engineering department and security department. The hotel has a general manager and several department managers. The department I am interning in is the guest room department. The guest room department is mainly responsible for the daily life of the guests. The guest room department is the core department of the hotel. Those who win the guest rooms win the world. When I first arrived at the hotel, I was a little excited. It was the first time for me to come into contact with many things at that time. I felt very fresh and a little curious. I used to listen to teachers talking about hotels. Only when I actually arrived at the hotel did I know, oh, The hotel turned out to be like this, clearly displayed in front of me like a painting. In this way, I unveiled the mystery of the hotel. I forgot to introduce the organizational structure of the housekeeping department. The housekeeping department is headed by the room manager. Below the room manager is the supervisor. Below the supervisor is the foreman. Below the foreman is the waiter. I am one of them.

I was a little nervous on my first day at work. I spoke cautiously and was afraid of making mistakes. This may be related to the fact that I had just arrived in a new environment and was a little uncomfortable with it. At that time, a brother who was about the same age as me and a few years older than me came to me and said, "You are Zhang Wenda. From today on, you will work in the housekeeping department. If you have anything you don't understand, you can ask me." I asked others for advice." Later, I found out that he was Supervisor Fan, who was nicknamed "Fan Paopao". Maybe it was because he had the same surname as the teacher who escaped during the Wenchuan earthquake. However, others called him so. In fact, he is quite good. He is conscientious at work, rarely makes mistakes, and does not regard himself as a superior. The waiters in the housekeeping department of our hotel are all women. Suddenly a boy like me came and injected a new vitality into the housekeeping department. My daily job is to make the bed, clean the bathroom, and dust. In the first three days, I followed Director Fan. He taught me step by step. I learned quickly and quickly mastered the essentials of making a bed. For example, in the formal way of making a bed, you need to pull out the bed first and then lay the sheets. , and the force when shaking the sheets should not be too large or too small. If it is too strong, the sheets will tilt early, which is a waste of time; if it is too small, the sheets will not be able to wrap the bed. The correct way is to pull the mattress apart first, and then pull it out. Swing the sheet to the head of the bed, hold one end of the sheet with both hands, use the power of the air to swing the sheet flat, and then wrap the bed. When wrapping a bed, pay attention to the inner wrapping at 45 degrees and the outer wrapping at 90 degrees. After making the bed, it’s time to put on the quilt cover. The specific method is to first put the quilt core into the quilt, and then throw the quilt cover in the same way as making the bed. You can throw it with a little more force. It is best to throw the quilt cover in one go. , after shaking it off, all that's left is to corner the quilt cover. Cornering can make the bed feel skinny and increase the ornamental value of the bed. The last step is to set the pillow, which is relatively simple, so I won’t go into it. Place the pillows and lay down the bed flags, and then the bed is ready. Next, it’s time to clean the bathroom. The bathroom mirror and shower door are the core of the bathroom, so you should pay special attention when cleaning. Sprinkle some glass cleaner in the bottle on the brush, and then use the brush to wipe the surface of the glass. Finally, use a scraper to scrape off the water stains on the glass surface.

When the bathroom is finished, wipe the furniture with a rag and the room will be tidied.

Next is the work of the supervisor and foreman. They are responsible for checking the room. After checking the room, they can change the room status. If it is a dirty room (vd), it means that the room needs to be sorted and cleaned before guests can move in. If it is a clean room (vc), it means that this room can be occupied, and there is an occupied room (oc), which means that the guest will stay in the hotel for more than 24 hours. Generally, the occupied room needs to be cleaned. These are all professional terms for hotels. I have never heard of them before. It seems that the hotel is very deep! The rooms in our hotel mainly include standard rooms, deluxe suites, deluxe business rooms, and couple rooms. The standard rooms are Two beds and a TV. In addition to a bed and a TV, the deluxe business room also has a mahjong table. The deluxe suite has an extra living room and a computer than the deluxe business room. The TV is a large-screen LCD TV. Except for the mahjong table, the other furnishings in the couple's room are no different from those in the deluxe business room. The sheets, quilt covers, and pillowcases are all in pink, giving people a warm and comfortable feeling. Pink is the color that can represent love, so our hotel The couples room has always been very popular.

Although I only worked at Qin Zheng for less than a month, I gained a lot. The harmonious relationship between Qin Zheng’s employees and managers is an effective guarantee for the high occupancy rate of Qin Zheng Hotel, and this rapport The relationship is even more reflected in the hotel's year-end dinner. At the dinner, everyone's face was full of enthusiastic expressions, and everyone was talking and laughing, whether it was the general manager, department managers, supervisors, foremen, or even We are ordinary waiters, and when we gather together, perhaps only at this moment are we all equal. Let us forget the differences in our identities and enjoy the happiness of that moment! The general manager and the managers toasted to the employees one after another and thanked them. They have worked hard over the past year, and ordinary employees have responded in kind, creating a happy atmosphere. Hotel Room Department Internship Diary

Now that I have resigned, I will never forget Qinzheng Hotel. It was Qinzheng Hotel that gave me an opportunity to show myself. I will also never forget my masters - __, they have changed me a lot. In the past, I would sometimes be lazy and not fold the quilt, but now, I am very skilled at making beds. Without their selfless help, I might not be able to do it. In just thirty days, through getting along with them, I realized some truths: Everything is difficult at the beginning. No matter what kind of work you do, the most important thing is persistence. The initial stage may be tiring, but as long as you get past the initial stage, everything will be fine. will become smooth; the power of the team is unparalleled, a good team is like an invincible iron army; don't always complain about others, look for problems from yourself; deal with people of different personalities and levels, What should we pay attention to (I would like to ask for your opinions on this issue). Of course, before parting, the general manager and my department manager gave me some advice: I must learn English well, especially when communicating with foreign guests in some high-end hotels, English must be used. Regardless of Germans, Japanese or Thais, they all speak English. English, now 50% of the foreign guests in some hotels are Japanese, so if you have the opportunity, you should also learn Japanese. However, sometimes it is used inappropriately, which may cause unnecessary misunderstandings. For example, some waiters are serving foreigners. After serving the guests, I said "not at all", and the guests were not happy. The reason is that "not at all" is said in the context of acquaintances or friends, which means it doesn't matter. The correct way to say it is "you are welcome" . In short, it is very important to learn English well. Look at Li Yang, tens of thousands of people came to listen to his open-air lectures, and Yu Minhong, New Oriental is blossoming all over the country. These two people are excellent at English. One is a strong speaker. , a good grammar. Forget it, let’s just talk about it here. My first internship was a bittersweet experience, and I earned a meager amount of money, which is nothing to mention. Summary of hotel guest room work (selected part 2)

1. Overall review of work:

Profitability is the first goal of an enterprise and the only guarantee for its survival. The work of the department must also be closely centered on the central work of the enterprise. As a service department, the housekeeping department is our first priority to provide guests with a clean, quiet, comfortable and warm resting environment, but at the same time we are also responsible for generating revenue and saving expenses for the company. Over the past year, through the joint efforts of all employees and department managers, the parts with operating indicators have completed the tasks assigned to us by the leaders of the villa at last year's work meeting. While working hard to generate income, we also do not forget to save. The department carries out the saving work throughout the year, and does its best to reduce costs while ensuring the quality of work and not affecting customer service. We are fully aware of every penny saved. The money is the group's profits.

2. In 20__, I completed the following work:

1. Learn and standardize the service terms of the position, and strive to improve the quality of customer service. In order to reflect the professionalism of hotel staff, in view of the fact that I am not familiar with and non-standardized the service terms of each position, I learned the service terms of the position among my colleagues and during the training of the manager in charge of the guest rooms of the group, and carried out the essence retention. Remove the bold and then absorb it for use as my language guide for communicating with guests. Since I started standardizing my service terms, my communication with customers has improved significantly. So in any period of work, the most important thing is persistence, reviewing the past and learning new things. I will increase the intensity of learning and application of this.

2. Increase revenue and reduce expenditure, reduce costs and increase efficiency, starting from scratch. The guest room department is the company's main revenue-generating department, and its cost is also very high. Based on the idea that saving is creating profits, my colleagues and I start from ourselves, start from scratch, and eliminate all waste. The main performance is At this moment:

①Recycle disposable low-value consumables for guests, such as toothpaste, which can be used as a cleaning agent

②Require the aisle lights on the exit floor to be turned off every morning , turn it on after six o'clock during the night shift; unplug the power card after checking out; if the room is implemented day after day, it can save the company a lot of electricity bills.

3. In order to do a good job in the sanitation and service of the guest rooms, the leaders often assess and evaluate our room cleaning skills and ward rounds. From this, we found out whether there were any non-standard and unscientific problems in our operations. In response to the existing problems, the district leaders and above held a special meeting to analyze the existing problems, retrain the employees, and correct the bad operating habits of the employees. We also used the off-season to practice continuously and carefully cleaned and inspected each room. Through the assessment, we achieved certain results. The hygiene quality of the rooms was improved and the number of overtime during ward rounds was reduced.

4. The leadership has adopted methods such as centralized training, special training, and individual guidance training for employees, which has greatly improved employees' hotel awareness, further deepened the service concept, and made employees consciously take a smile. We have a clear understanding of what personalized service is, from sensibility to rationality, and the entire group has formed a good atmosphere of "all work is to satisfy guests." This deepens employees' comprehensive review and improvement of early job training, department training, and team training from theory to practice.

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

1. It is easy to bring personal emotions to work. When I am happy, I am enthusiastic and thoughtful, and when I am unhappy, I am enthusiastic and thoughtful. I have neglected myself, and I will try my best to overcome this situation in my work in the future, and truly establish in my mind the consciousness that the customer is God.

2. The cleanliness of rooms and public areas needs to be further improved.

3. The service standards of each position need to be further strengthened.

4. The facility and equipment maintenance plan has not been implemented in place.

5. Due to poor thinking when handing over the class, I thought that small problems did not need to be explained clearly, which led to problems of this kind and that. The school did not know that small things can easily lead to big mistakes, and must take strict precautions in the future to avoid mistakes. .

4. Regarding next year, my plan is:

1. Do every job carefully every day.

2. Refine service measures to improve guest satisfaction.

3. Strengthen education and training and enhance the quality of the workforce.

4. Standardize management and promote the healthy and orderly development of enterprises.

5. Strengthen marketing and continuously adjust the customer source structure.

6. Do a good job in sales to door-to-door individual customers.

7. Make reasonable reservations during peak seasons to maximize sales.

8. Standardize the message service so that guests can feel our professional management level and hotel service level.

9. Learn more other things and enrich yourself.

Practice has proved that as market competition intensifies, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we should first innovate concepts, timely adjust business strategies and policies, optimize and design our own products, Only by making strategies innovative and changeable, and operating policies constantly and flexibly introducing new ones according to different seasons, can the guest room occupancy rate continue to be at a high level under severe circumstances.

In the coming days of 20__, we will set sail again and embark on a new journey. I will demand myself with higher standards and work hard to create new benefits for the company.

Finally, I hope that on this day next year, everyone will step onto a new level and reach a higher level. Thank you! Summary of hotel guest room work (selected part 3)

< p> Halfway through 20__, it’s time to write a work summary according to the hotel’s regulations. Looking back on the work of the past six months, I am personally quite satisfied with my work performance. As a member of the housekeeping department, I have adhered to the hotel's rules and regulations for employees in the past six months. I have not experienced any dereliction of duty, and I have not received any complaints about myself in terms of customer satisfaction. As an ordinary employee, I have also maintained my professionalism. In the past six months, I have not shown any irresponsible behavior such as being late, leaving early, or being absent from work. I also maintain a high degree of professionalism at work. Work hard while persisting in learning, and have clear goals for your career development. To achieve this goal, you will also actively express yourself and show your efforts at work. Now, I will make a summary of my work performance in the hotel room department during the past six months.

As an employee of the hotel's housekeeping department, we adhere to the requirements of the housekeeping department leaders at work, and insist on treating customers politely when in contact with guests. We also respond positively to guests' requests, as long as they are We will actively help them solve problems that comply with hotel regulations.

Actively help guests check out and make room reservations. After guests check out, they will also do a good job in disturbing the room as soon as possible, so as not to affect subsequent guests' room check-in. In the face of the leadership's work arrangements for me, as long as it is a task that I can do, I will actively complete it as assigned by the leadership. I will not shirk or procrastinate. I will not show off when facing a task that I cannot solve. I will explain the situation to the leader. Therefore, in the past six months of work, my performance has been quite good, and my boss has quite recognized me.

In terms of study, I know that as a hotel employee, the hotel is a company that is developing and making progress. If I stay still, I will be eliminated by the hotel sooner or later, so I have always persisted. I will actively participate in relevant training activities in the hotel to learn things that are beneficial to my work, deepen my own ideological construction, and have a better sense of service to help guests. As a hotel employee, I must also master a lot of information so that I can answer guests well when they ask me. Therefore, in the past six months, I have been persisting in absorbing knowledge from the outside world, knowing the conditions of various roads, and understanding Local tourism and food sceneries, so that I can provide them with good reference when facing out-of-town guests. It is precisely because of this that my satisfaction among guests has always been good, and my satisfaction among housekeeping staff ranks among the highest.

In the second half of the year, I will not relax my requirements on myself. I will make more efforts to become a better myself. Summary of hotel guest room work (selected part 4)

At the beginning of the year, I came to __ under the introduction of a friend. When I knew that I could come to __, I was very excited and cherished it. This time, I studied hotel management in college, but I have never had the opportunity to practice it. I have always wanted to have an opportunity to apply what I have learned. Finally, the opportunity came. With a dream-chasing heart, I came to __ , 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.

1. Guest room work

After the training, we were assigned to various positions. In the first week after arriving, I was assigned to the guest room, and I have worked with my parents since I was a child. I think I am very capable of enduring hardship, and I am also well prepared to endure hardship. In the housekeeping department, I mainly follow the master to learn to clean the room and make the bed. Although I was fully prepared before, the first day of work was really... It was unbearable for me, and I began to have doubts about the things I had always insisted on, but Master always encouraged me. She always said that you must persist in everything. If you shrink back when you encounter difficulties, what will you do in the future? Well, persistence is the most important thing in anything, and I am very grateful to Master for the encouragement at that time. If it hadn't been for her, I probably wouldn't have persisted.

2. Front Desk Work

Later I was assigned to the front desk. I liked the front desk job very much, but I was very nervous. I didn’t know whether I was qualified for this job, but What makes me happy is that most of the hotel employees are so warm and friendly. They are not indifferent to us because we are interns. After working hard, colleagues give us a sweet smile and say something ordinary but... "Thank you for your hard work" will move people. The front desk is the facade of a hotel and the place where guests form their first impression of the hotel. The services at the front desk basically cover all the services that the hotel can provide. Therefore, front desk staff need to have sufficient understanding of various departments of the hotel to provide guests with satisfactory and thoughtful services. During the study, I gained an in-depth understanding of some basic daily front desk operations such as how hotel guests check in and check out, and performed practical operations.

I have indeed learned a lot these days. In addition to learning some basic skills and service knowledge, I also learned how to be a good person, how to deal with my own interests and the interests of the hotel, and how to deal with colleagues. The interpersonal relationships between employees, how to adjust their mentality, and what I understand more is that as a waiter, you should have a strong sense of service. When chatting with a department manager, the manager mentioned service awareness. I strongly agree with his point of view: "Service awareness not only requires waiters to have the concept and desire to provide quality services to guests, but also requires that their colleagues have the same awareness." The same awareness. ”

The first half of the year is coming to an end, 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 the second half of the year. Here, I will work harder and use the knowledge I have learned to make my own efforts for the development of __ hotel. I hope __ hotel will get better and better tomorrow. Summary of Hotel Guest Room Work (Selected Chapter 5)

As the saying goes: "Three hundred and sixty years of work will lead to the number one scholar." In reality, in all walks of life, there is actually no difference between noble and mean. If there is, it depends on whether our mentality, thoughts and behaviors are noble or mean, and has nothing to do with profession; at the same time, there is no difference between ordinary and extraordinary. The so-called ordinary and extraordinary depends on how we do it and whether we use our intentions, rather than what we think there are ordinary and extraordinary jobs and careers in this world.

I am a room attendant at __ hotel. I want to be extraordinary in an ordinary position.

In order to work better in the future, the work summary of 20__ and the work plan for the next year are now as follows:

1. Know how to smile and be good at smiling.

Nowadays, smiling has become an essential professional quality in all walks of life, especially in the service field. Smile is a world language that does not require translation. It conveys a message of kindness, friendliness and joy. Smiling doesn't take much effort, but it can produce endless charm. The recipient becomes rich, but the giver does not become poor. It is fleeting, but often leaves lasting memories. At work, I will make my smile my business card and make my diners feel like a spring breeze.

2. Diligence can make up for one's shortcomings is a good lesson, every minute of hard work equals talent.

Only hard work can lead to better results. Diligence means hard work, hard work, and paying more than others. Fast means efficiency. Han Yu, a great writer in ancient my country, once said: "The work is accomplished by hard work but idle by play; the success is achieved by thinking and destroyed by casualness." The reason why our motherland has prospered is inseparable from the diligence of the people.

Once upon a time, people's consistent self-centeredness caused China to suffer humiliation for hundreds of years. Today, diligence has made China prosperous step by step. The country is like this, and so is our __. As a server, I have to work a hundred times more diligently than ordinary people to create a more comfortable dining environment and make ____ better!

3. When it comes to hospitality, thoughtfulness is the foundation and most important.

Since you are thoughtful, you must take the initiative to do a good job and provide services. You must be good at observation and understand how to think from others' perspective, so as to do what the guests can't think of and provide advanced services. In the future work, I will continue to make the diners feel at home, think about what the guests think, and pay attention to the guests' concerns.

4. Maintain a strong psychological quality.

Be able to maintain a good psychological and spiritual state, be able to be favored without being arrogant, be humiliated without being humbled, and deal with it calmly.