How do hotel room staff write good articles with depth?

A hectic year is coming to an end. Looking back on the work of this department this year, there are many gains and experiences. It is necessary to sum up the gains and losses in this year's work in order to go up a storey still higher next year. This year, the work of the housekeeping department closely focused on the central work and management policy of the apartment from beginning to end. According to the overall goal and requirements of the apartment, the team is the main body, strict management, pay close attention to service quality, especially in business indicators. Through everyone's efforts, the income of the room has been greatly improved, exceeding the management index issued by the school. The following is a summary of the work of the Ministry:

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. Over the past year, through the joint efforts of all staff and department managers, all the parts with business indicators have completed the tasks assigned to us by the school at the beginning of the year. By the end of 10, the apartment income was 3.25 million yuan, of which the income of housekeeping department was 1 8 1 0,000 yuan, which was an increase over last year. While trying to generate income, we also don't forget to save money. The department will save money throughout the year. Under the premise of ensuring the quality of work and not affecting customer service, do our best to reduce costs. 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. In the use of detergent, the foreman checks the scale according to the prescribed dosage, which largely avoids unnecessary human waste. In the washing of articles, all washable articles are washed together as much as possible, which avoids starting without full load, saves a lot of energy to a great extent, and invisibly increases the workload of employees. Because we undertake a lot of outdoor work, we often wash the goods of several hotels together. Employees should put different labels on the goods in different hotels before washing, and then separate the goods according to different labels before proceeding to the next process. The hard and tedious work is hard for people who have never done this job to imagine, especially in summer, the temperature in the workshop is very high, even if they work for a while, they will be soaked, but the employees have no complaints every day. 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.

The Ministry has taken several measures:

1: The guest room was gradually replaced by three rooms and one living room, replacing the original small bottles of shampoo, conditioner, shower gel and other guest products, which greatly saved expenses and reduced costs.

2. Stop the service of cold water and ice cubes in the guest room, and only replenish them to the guests when they need them, saving water and energy.

3. In response to the requirements of the municipal government for environmental protection, some guest articles (such as toothpaste, soap and combs) are packed with recycled paper instead of the original packaging, which not only meets the requirements of environmental protection, but also reduces the price, killing two birds with one stone.

4. Waste utilization, discarded sheets should be turned into inner pillow bags.

5. 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.

All the seven water heaters on the seventh floor were turned off, which brought a lot of inconvenience to the staff, but the work of saving electricity was implemented.

This year, there is another important work in the guest room, the renovation of the 13 and 14 floors. In the period of land reclamation, in order to make the newly renovated rooms put into use one day earlier, all the staff in the housekeeping department overcame many difficulties and carried forward the spirit of not being afraid of hardship and fatigue. On the basis of completing their jobs, they worked overtime every day and fought continuously, finishing the arrangement and cleaning of guest rooms in a short time, ensuring the timely rental of guest rooms and making our contribution to the hotel's income increase. In the construction of staff, the department actively responded to the call of the building management Committee, and strived to cultivate the business backbone of the department and do a good job in the construction of the second echelon. This year, four people from this department were sent to Shanxi and Baotou by China Lunch Company to engage in hotel management. Their work has also been affirmed and praised by local owners, lunch leaders and building leaders. At the same time, they themselves have been trained in this assignment, and their business knowledge and management level have made great progress. They said that this assignment benefited them a lot and they learned a lot that they couldn't learn at all in the building. At present, there is another employee in the housekeeping department who is engaged in management work in Tianjin. In the usual work, the department also attaches great importance to the construction of management team. We know that only by cultivating a management team with excellent ideological level and professional knowledge can we lead this department well. This department holds a meeting of managers above the foreman once a week. At the meeting, everyone discussed the problems existing in the work of the department, spoke freely and worked together to ensure that everything was implemented by everyone and there was feedback. Ask the foreman to carry everything through. In the management of employees, we don't adopt simple stylized management methods, but proceed from the actual situation. When employees have problems at work, we don't simply punish them, but help employees analyze the causes of the problems and find solutions to avoid similar problems from happening again. Doing a good job in the ideological work of employees is also a focus of this department's work this year. Only when employees are in a good mood can they put their enthusiasm into their work and provide high-quality services to their guests. An important task of this year's building is to adjust the salary system of employees, which is a very difficult and complicated task because it involves the vital interests of every employee. In order to do a good job and avoid unnecessary personnel turmoil, we have done in-depth and meticulous work. Take a one-on-one approach and repeatedly emphasize the purpose, significance and implementation plan of this salary increase, so that employees can fully understand that everything comes to him who waits. After the implementation of the new salary scheme, there are no unstable factors in the department, although many of our employees have low salary increases. Through this incident, we also deeply realize that as long as our work is done in place, in-depth and meticulous, the vast majority of employees will understand and support it.

The floor of the lobby has been polished and renovated, and the carpets of the banquet hall and some rooms have been thoroughly cleaned. Thoroughly clean again.

5. Organize employees to actively participate in table tennis, card throwing, tug-of-war and other activities organized by trade unions.

The shortcomings of this year's departmental work:

5. The department regularly holds special training on business knowledge every month.

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

2. The service specification of each post needs to be further strengthened.

3. The overall quality of managers needs to be improved.

Work prospect for next year:

Next year will be a year full of opportunities and challenges. The work of this department will closely focus on the central work of the building, and strive to complete various business indicators issued by the management Committee.

The work of this department has the following ideas:

1: Re-standardize the service specifications of each post in the department and strengthen the service awareness of employees.

2. Each employee establishes a personal file within the department to record everyone's performance, which is well documented in the year-end assessment to avoid human factors.

3. Computerize the department's supplies and cleaning agents every time, and strictly control the cost within the building budget.

4. Strengthen the construction of management team, and implement quarterly evaluation, mid-year evaluation and year-end evaluation system for managers above the foreman, so as to survive the fittest.

4. Carry out large-scale technical training, cultivate technical experts, and effectively improve the practical level of computer room staff. In order to do a good job in room hygiene and service, the housekeeping department has started to use the off-season in August this year to carry out large-scale technical training activities for floor staff to assess and evaluate their room cleaning skills and rounds. It is found that the operation of employees is very irregular and unscientific. In view of the existing problems, the district leaders held special meetings several times to analyze the existing problems. Retraining employees, correcting their bad operating habits, and passing the examination have achieved certain results, improving the quality of room hygiene and reducing overtime work in ward rounds.

7. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the hotel and the department with the highest cost of the hotel. In line with the concept that saving is to create profits, our department calls on all employees to start from themselves, from scratch, and put an end to all waste. At the same time, in the skill assessment of employees, energy conservation is also taken as an assessment item, with the aim of strengthening employees' awareness of energy conservation. The main manifestations are as follows: ① Housekeeping department has been asking employees to recycle disposable low-value consumables, such as toothpaste, which can be used as cleaning agent, and toothbrushes and combs can be sold to waste collection stations after recycling; (2) it is required to turn off the walkway light returning to the floor every morning and turn it on after six o'clock in the middle shift; Unplug the power card after checking out; The room air conditioner was turned on before the guests arrived in advance, and so on, saving a lot of electricity for the hotel day after day. (3) In order to control the cost of goods, the guest room property management reasonably divides the goods in each district according to the budget indicators issued by the hotel to the department. The items applied for by each district every month are fixed, and the items cannot exceed 85% of the quota. If it is really necessary to exceed the quota due to work, it can only be collected after being instructed by the department manager, and it will assume the responsibility of receiving guest supplies.

In view of the problems existing in the guest room, the following work plan is formulated:

Priorities for next year:

10. Establish engineering maintenance files and track the maintenance status of guest rooms. Since the beginning of this year, the service center has established engineering maintenance files to record some special maintenance items, which is convenient for tracking and understanding the maintenance status of rooms in time, thus more effectively ensuring the integrity of facilities and equipment in rooms for sale, and at the same time better understanding the operation status of facilities and equipment in a room for a period of time. Five, strengthen the regular coordination with the engineering department. Existing engineering problems in guest rooms, such as painting project, maintenance project of Zhao Kai Company, deformation project of moldy and rotten wooden boards, water seepage project, broken mirror glass project, overall decoration project, blackening and yellowing project of glass glue, cracks in door frames, slow supply of hot water, etc. , have been dealt with one by one.

In view of the aging of some tools and guest service facilities in guest rooms, communicate with suppliers more, strengthen maintenance, and arrange special personnel for regular maintenance in a planned way.

5. The facilities and equipment maintenance plan has not been put in place. According to the work plan, this year's large-scale maintenance plan is implemented in the off-season. Although all districts in our department are doing small-scale equipment maintenance, such as the maintenance of lobby floor, the polishing of stainless steel products in guest rooms, the cleaning of toilet water tanks and the descaling of hot water bottles. Due to the extensive cleaning and maintenance scope of the housekeeping department, there are various facilities and equipment.

13. Change the way of turning on the bed in the past, and make our service more personalized and humanized. On the basis of opening the turndown bed in the past, we put our own weather forecast cards and some warm reminder cards on our guests' beds. For example, during Europe, the Olympic Games and the Happy Festival, we sent some program trailers of the day to the guests, which facilitated the daily life and travel of the guests in the store and was praised by the guests many times. It has always been our goal to provide customers with services that exceed their expectations. To this end, we call on employees to be conscientious people, pay attention to observing the living habits of guests, and master more detailed information of guests, including where they come from, the purpose of coming, nationality and so on. , to provide targeted services. At the same time, service innovation needs divergent thinking, and we know what kind of service can impress guests. Although our work in xx has been improved compared with previous years, it is still far from innovative services.

65438+ In order to standardize our message service, this year, the front desk and the service center focused on how to make the "message service" better, and finally formed a unified writing mode. When the same type of things are left to different guests, they can be consistent.

8. Adhere to the departmental assessment and strive to create a good working atmosphere for employees. Under the guidance of the "Excellent Staff Selection Scheme", the department insists on selecting five excellent employees every month, and each employee rewards 30 yuan, which is published in the "Internal Information" to stimulate the work enthusiasm of employees, fully mobilize their initiative and consciousness, and form a benign competitive situation that encourages the advanced and spurs the backward. Avoid doing well and doing badly. In order to make the management of the Butler Department more standardized and innovative, give full play to the real management level of the foreman, and take the initiative of the team staff as the main purpose, the long-simmering "Team Selection Scheme of the Butler Department" was implemented in June this year, which made some advanced teams stand out, and some people who muddle along in the team no longer have a foothold and stick to the rules. Instead, we should grasp it every month and publish the team evaluation results, so that the foreman and employees of each team can understand their team's achievements and rankings more intuitively. After a month's operation, the expected effect has been achieved.

1. Start the opinion form: continue to solicit the opinions of guests, employees and peers, put forward a reasonable plan, report it to the hotel leaders for approval, and improve the room products. Such as: anti-theft buckle, shower goods rack, service guide, guest compensation price list and so on.

No matter the evaluation or praise given by the guests, as long as we pay attention to it and treat it correctly, it should be inexhaustible wealth for us hotel guests. In the coming days of xx, we will set sail again and embark on a new journey, and the management system will be more mature and perfect.

6. The reject rate of linen is increasing gradually. Coordinate with the washing company to formulate relevant measures to improve the washing quality, strengthen the ideological and moral education and operational skills training of employees, reduce the scrap rate, and contact the washing company or relevant units in time to modify and use.

Ten, for the management of employees, we should adopt the preaching method of combining rigidity with softness, improve affinity, narrow the distance with employees, organize more departmental activities and corresponding skill competitions, cultivate more departmental backbone forces, and improve employees' loyalty to the hotel.

Fourteen, constantly enrich themselves, improve their comprehensive ability, attach importance to the training of grass-roots managers in this department, teach more work experience, ensure the unity of thinking in this department, and strive to achieve one place. Strengthen the training of department staff, ensure the quality and hygiene of room service, raise the overall level of rooms to a higher level, strengthen job rotation training, and cultivate all-rounders in the department to avoid the loss of staff affecting the normal operation of the department.

20 14 has 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 seriously 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 by taking it to the next level.