Time always slips away in a hurry and our work has come to an end. Looking back on our past work, we have gained a lot. Let's write a work summary for this year's work. So how do you write it? The following is a summary essay of 202 1 hotel room work (5 selected articles) for reference only. Let's have a look.
Summary of hotel room work 1 With the ringing of the New Year bell, we bid farewell to the highly competitive and fruitful year of 2004 and warmly welcome the bright and hopeful year of 2005. At the end of the year, the summary report on the work done by the housekeeping department in one year is as follows:
1.202 1 year total room business 1 ten thousand, monthly completion 1 ten thousand. The room occupancy rate is 0, and all indicators are higher than that in 2020, but there is still a certain distance from the business indicators issued by the hotel.
Second, this year's specific work:
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 have been 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 guest history and establish a complete guest history file.
2. In order to create a hygienic and comfortable environment for the guests, the floor is strictly in accordance with the hotel hygiene standards, and the guests change linen every time they walk, and the cups and toilets are disinfected; In the maintenance of equipment and facilities, the walls of guest rooms are thoroughly cleaned to keep the ground bright; Take cost-saving measures, such as repairing the reported damaged linen and using it.
3 3. 10/At the end of 0/0, the hotel transformed the coffee shop and developed the characteristic business project of Anhua tea smashing. After a series of preparations such as personnel training, commodity procurement, publicity and promotion, it was officially opened to the public on128. Judging from the marketing situation in these two months (this article belongs to the owner, please visit the website for more articles), the guests gradually accepted Anhua's tea smashing, and the turnover increased steadily.
In April and September, the hotel divided the PA department into housekeeping department, adjusted and trained PA personnel, clarified their job responsibilities, improved their work enthusiasm and sense of responsibility, and the hotel's sanitary situation was completely new and made obvious progress.
This year, under the guidance of hotel leaders, Qi Xin, all the staff of the department, worked together to implement the service concept of "doing everything well and receiving every guest well" in every job, cooperated tacitly and pursued perfection, and achieved gratifying results. For example, the spirit of employees' hard-earned money has been praised by guests many times, and their warm and thoughtful service attitude has been well received 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 hotel room work 2 * * Eco-hotel has been in business for almost a year from land reclamation to trial operation. In this year's work, thank you for asking questions at all levels and your colleagues' guidance and concern. Let me learn a lot of valuable things, let me constantly improve myself in my usual work and improve my ability to do things. In this year, through my unremitting efforts, I was recognized by the leaders and completed a role change.
As the head waiter in the bathing area of the bathing department, I also entered a brand-new working environment, in a brand-new environment. All work will start from scratch, and many things will be explored while doing, so that they can be comfortable in their work. I know I'm playing a connecting role and coordinating the left and right. What I do every day is also trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the daily work of the supervisor, which requires us to have a strong sense of work, a correct attitude, rapid work efficiency and comprehensive efforts. My daily duties are: 1. Carry out the instructions of the supervisor and manage my employees well.
2. Supervise employees to serve guests, organize on-site deployment of employees, and ensure service quality.
3. Check the gfd, courtesy and working attitude of the subordinate employees, and lead the subordinate employees to do a good job of sanitation and cleaning, and strictly record the attendance of the employees in this class.
4, responsible for the recipients of the team's goods, fill in the recipients list and submit it to the supervisor for review, and then receive custody.
5. Hold a pre-shift meeting regularly every day to convey the instructions and notices of our store and various departments, summarize the work situation and precautions of the previous shift, and put forward the service requirements of each position.
6. Regularly check the equipment and facilities in the area to ensure that the facilities and equipment in the business area are in good condition.
Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes mistakes are inevitable in my work, and I will take a warning from the problems that arise. If I want to get good grades, I must be self-reliant and redouble my efforts. I always believe that speaking by strength is better than luck. The smooth development of the usual work can not be separated from the concern of hotel leaders and the support of colleagues. The hotel is a big family, and its achievements have been achieved through the joint efforts of Qi Xin. The new year is a new starting point, and the past achievements will become history. We should make persistent efforts in our future work and strive to set new goals for ourselves, which will be carried out in the following aspects:
First, we will devote ourselves to maintaining the hotel guest relationship, actively promote the establishment of customer relationship management, and actively establish effective guest history files through our efforts, so that the guest management can be truly effective and scientific.
Secondly, it is an iterative process to transform customer information into positive customer relationship by establishing the idea of "customer-centered" and communicating with customers in a meaningful way to understand and influence customer behavior, so as to ultimately improve customer acquisition, customer retention, customer loyalty and customer profitability.
Third, you must set an example in the hotel, be dedicated, have a decent style and be elegant and generous. Self-confidence, decisiveness, composure, wisdom, liveliness, delicacy, sincerity and efficiency are the descriptions of the position of the foreman in the bath area, and they are also the self-requirements of the foreman. As the end of today's report, it is also used to encourage you, please consider it!
Thank you!
Summary of hotel room work 3 The trial operation of the hotel has exceeded 1 year. Thanks to the efforts of superiors and colleagues, the hotel has been operating normally from trial operation to opening. All colleagues have invested a lot of sweat and passion and gained good results. The work of the Department is summarized as follows:
I. Business:
Since September 30th, 20 14, the room occupancy rate has been from 39. 93%, the average house price is 388. 26 yuan. With the continuous improvement of facilities and services, the room occupancy rate has increased to 82 by September 30 this year. 38%, the average house price increased to 4 1 1. 76 yuan; The guests mainly come from government departments, large state-owned enterprises and institutions, and hotel members. Less individual customers, long-term housing, online booking, etc. , leading to greater fluctuations in hotel occupancy and room prices.
Second, personnel:
Due to the small local population in Wuhai, enterprises are mainly state-owned enterprises. It is difficult to recruit hotel employees, which reduces the quality of recruitment; The overall cultural level of guest room staff is relatively high, and their age is relatively large, and their acceptance ability is relatively poor. Additional staff have been in a state of vacancy. Since March 20 14, the room occupancy rate has been rising continuously, which leads to the increasing work intensity and slow improvement of work quality. In August and September, the room occupancy rate reached a new high, and many employees felt tired and relaxed about the quality of their work, which is also a very regrettable place. In the near future, we should try our best to treat every employee "openly, fairly and justly". Employees who do well are rewarded internally, and those who do not reach the designated position are punished according to the system. Employees can work hard. Recently, hotel staff have supplemented some temporary workers from the opposite school, which has helped the shortage of personnel. Our department will strengthen the supervision and inspection of new and old employees and strive to improve the quality of work.
Third, staff training and customer service.
1, courtesy:
Standardize the service terms of each district and post to improve the quality of customer service. In order to reflect the professional quality of hotel staff, we have organized employees to accompany us for many times in view of the irregular and inconsistent service terms in various positions in the housekeeping department, as well as the shyness and low quality of some employees. Standardize service terms, treat guests politely and so on.
2. Business skills:
Training for employees of different positions and types of work, with 65,438+0 hours of routine training once a week, such as room arrangement procedures for waiters, room collection and return procedures for guests' clothes, inspection standards for housekeepers, carpet cleaning for PA employees, room knocking procedures, etc. And irregular case analysis training to improve the standardized service of employees. Provide standardized services for guests.
Fourth, health:
In order to ensure the quality of room sales, change the bedding for a guest every day, and change the towel at any time according to the guest's requirements. Strictly implement the "three-level rounds system". The hotel's main income comes from guest rooms, and it is engaged in guest room work. The first thing to do is how to make the guest room sell a qualified product, including room hygiene, facilities and articles. In order to effectively improve the qualified rate of guest room quality, our department strictly implements the "three-level ward round system", that is, employees' self-inspection, foreman's general survey and manager's spot check, to ensure the checks at all levels.
PA member is required to divide the public * * * area, with responsibility to people, create posts and responsibilities, clean regularly and check irregularly, and do it and clean it, so as to minimize omissions.
Verb (abbreviation for verb) Maintenance of equipment and articles:
Insufficient investment in linen for hotel opening, coupled with many factors such as compensation for opening damage, the laundry factory did not wash in time, which further increased the difficulty of guest room floor; Because all the equipment used in this department is purchased from other places (such as vacuum cleaner, carpet cleaner, crystal face machine, etc.). ) and can not be maintained in time, the equipment will have different degrees of problems, thus reducing the service life of the machine and increasing the cost. The above problems are reflected to the relevant departments for processing.
Six, energy saving:
Require employees to do a good job of saving, so that people turn off the lights, and put forward strict requirements for employees to use the elevator, "three ups and four downs." When washing the bathroom, use a watering can and cleaner with high decontamination and low foam to reduce water consumption. Make full use of work tools and office supplies.
Work plan:
202 1, 1 year 10, we will continue to do well the guest room work under the leadership of our superiors, carry forward the excellent work style, make up for the shortcomings in the work, make reasonable planning, arrangement and summary of the work, tap all positive factors, formulate measures and do well the work of various departments, and never reduce the efficiency because the work of the departments is not in place. The existing plans are as follows
First, increase the supplementary work of room staff.
Two, to further improve the number of linen, reasonable management of linen.
Third, pay attention to customer service, provide standardized services, further provide personalized services on standardized services, reduce and avoid complaints, and improve customer satisfaction.
Fourth, intensify efforts to cultivate and improve the quality of employees in all aspects, make more suitable services, and formulate more flexible and effective measures to retain existing guests, attract new guests, and drive good benefits.
Five, the long-term persistence of health work, as a key work to grasp.
Six, continue to follow up maintenance projects, telephone, network instability, wallpaper from damage, air conditioning power supply improvement, refrigerator heat dissipation, etc.
Summary of hotel room work 4 What is the most important department of the hotel? I think the most important department in a hotel is the housekeeping department. Hotel room is the most important commodity of the hotel and the biggest profit source of the hotel, which is also the reason why most customers choose to go to the hotel. With this view of the hotel, I chose to practice in the housekeeping department of the hotel. After a short time, I have my own understanding of hotel room work.
Summary:
First, do a good job in cleaning hotel rooms.
After staying in the hotel, guests attach great importance to the cleanliness of the room, which is also an important first impression after entering the room. Therefore, in our usual work, we should pay special attention to the cleanliness of the guest room, whether after the guest checks out or when the guest asks for cleaning. This requires us not only to take the cleaning work seriously, but also to pay attention to the cleaning of some details and keep the room clean and tidy at all times, which is also the most important work of our housekeeping department every day.
Second, protect and respect the privacy of guests.
This is a great standard for guests to be satisfied with our work. It is necessary to respect and meet some special and reasonable requirements of the guests, but also to keep the guest's housing information confidential. Try not to disturb the guests, and do not cause unnecessary trouble to the guests during their stay. After entering the guest room, you can't tamper with the guest's things and reveal some information of the guest, so our room service will ensure the safety of the guest.
Third, be kind to the guests in the room and be amiable.
Although our main job is to clean and clean the guest room, we should greet the guests in a friendly way. Greet the guests with honorific words, let the guests feel our enthusiasm and warmth towards the guests, and make the hotel room feel at home, which is what we should strive to do in our usual work.
Fourth, learn relevant room service skills.
There are many skills we need to learn in the daily work of guest rooms, such as the skills of making beds, the skills of placing items and so on. Only by learning these skills, we can not only simplify our usual work, reduce the pressure of work, but also greatly improve the efficiency of cleaning and tidying our rooms. Clean up more dirty rooms for the hotel, relieve the pressure of insufficient rooms in the hotel, welcome more guests to stay, create more value for the hotel, and let customers believe in our work ability and express satisfaction with our work ability.
I believe that if I continue to work hard in these places, I can adapt to my guest room work more and more and make myself do better and better in my work. I believe that in the near future, I am not only a grass-roots staff member of the housekeeping department, but also a room manager, leading the staff of the housekeeping department to make the room better.
Summary of hotel room work 5 With the ringing of the New Year bell, we bid farewell to the highly competitive and fruitful year of 2004 and warmly welcome the bright and hopeful year of 20021year. At the end of the year, summarize and report the work done by the housekeeping department for one year.
1.202 1 year total room business 1 ten thousand, monthly completion 1 ten thousand. The room occupancy rate is 0, and all the indicators are higher than those in 2005, but there is still a certain distance from the business indicators issued by the hotel.
Second, this year's specific work:
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 have been 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 guest history and establish a complete guest history file.
2. In order to create a hygienic and comfortable environment for the guests, the floor is strictly in accordance with the hotel hygiene standards, and the guests change linen every time they walk, and the cups and toilets are disinfected; In the maintenance of equipment and facilities, the walls of guest rooms are thoroughly cleaned to keep the ground bright; Take cost-saving measures, such as repairing the reported damaged linen and using it.
3 3. 10/At the end of October, the hotel transformed the coffee shop and developed a special management project in anhua tea-tea smashing. After a series of preparations such as personnel training, commodity procurement, publicity and promotion, the hotel was officially opened to the public on128. Judging from the marketing situation of two months, the guests gradually accepted Anhua's smashing tea, and the turnover increased steadily.
In April and September, the hotel divided the PA department into housekeeping department, adjusted and trained PA personnel, clarified their job responsibilities, improved their work enthusiasm and sense of responsibility, and the hotel's sanitary situation was completely new and made obvious progress.
This year, under the guidance of hotel leaders, Qi Xin, all the staff of the department, worked together to implement the service concept of "doing everything well and receiving every guest well" in every job, cooperated tacitly and pursued perfection, and achieved gratifying results. For example, the spirit of employees' hard-earned money has been praised by guests many times, and their warm and thoughtful service attitude has been well received 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.
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