Summary of hotel annual guest room work

Summary is a comprehensive and systematic summary of the study, work or its completion in a period of time. You can make clear the direction of the next work, make fewer detours, make fewer mistakes and improve work efficiency. It's time to write a summary. So how to write a summary in a new way? The following is a summary of the hotel's annual room work I collected for you. Welcome everyone to learn from it, I hope it will help you.

Summary of the hotel's annual room work 1 The busy 20xx year is coming to an end. In this year, under the correct guidance of the hotel, with the care and support of hotel leaders, with the hard work of employees and the close cooperation of various departments, our housekeeping department successfully passed the star re-evaluation work of the Municipal Tourism Commission. It laid a relatively stable foundation for next year's work.

First, pay attention to the quality of service and hygiene, and do a good job in reception and star rating.

Creating a clean and comfortable environment is one of our goals. To this end, in the first quarter, our hotel completely renovated the rooms on the third and eighth floors. Installed a computer and a smart toilet. Replaced the backrest of the bed, the decorative cloth of the sofa and the chair. The selection and placement of items have been carefully studied and discussed, striving for perfection and ensuring the grade and comfort of the room. And the bedding in the room (including sheets, pillow cores and quilts) has been completely updated. There are green plants in the room and roses on the bed. Make our room more warm, embody the green concept, and let customers feel the value for money. Not only that, the antique furniture in the elevator hall also reflects the noble and elegant cultural heritage of the hotel. And with the close cooperation of all departments, we worked overtime to overcome all kinds of difficulties, and completed the layout and clean maintenance of the rooms in the first time, which made our contribution to the hotel's revenue.

Second, carry out training.

Due to various reasons, the turnover of housekeeping staff is quite large, and the newly recruited staff are unfamiliar with the work, which causes considerable difficulties in management and greatly inhibits the quality and improvement of service. In order to solve this problem, we have conducted a comprehensive and systematic training for employees, from gfd to politeness, from entering the door to cleaning quality, from theory to practice, and repeatedly taught them tirelessly until they can operate independently.

In addition, we have strengthened the training of housekeeping center, because housekeeping center is the center of the hotel, and every phone call and detail can reflect the image and service quality of the hotel. One-on-one intensive training and follow-up supervision are carried out from a series of services such as telephone answering, customer service, left-behind items handling and check-out, emphasizing the importance of their posts and nipping many bad factors in the bud.

Three. Maintenance and maintenance of facilities and equipment

The maintenance of facilities and equipment is the basis for the hotel to improve efficiency and long-term development. Therefore, in the maintenance of facilities and equipment, the housekeeping department strictly implements the maintenance regulations of facilities and equipment, regularly turns over mattresses, waxes furniture, and strictly operates and uses cotton fabrics, room appliances and facilities and equipment in the right way to prolong their service life. In particular, the housekeeping department attaches great importance to the maintenance of carpets, and requires employees to do "spot-like" cleaning in time as long as they find some stains on carpets in their daily work, which can not only reduce the washing times of carpets, but also maintain the overall hygiene of carpets. In the overall maintenance of the room, we check the facilities and equipment every day, find problems, and timely repair and acceptance.

Fourth, reducing this part should be effective.

Reducing costs and expenses is a task that our housekeeping department has been carrying out. From the reasonable arrangement of personnel to the procurement and distribution of consumables, we strictly control and ensure unnecessary expenses. At the same time, this year, we require employees to turn off the air conditioning and lighting in time when cleaning the room to ensure unnecessary waste, strengthen the scrapping procedure and replacement procedure of cotton products to save money, and also cultivate employees' awareness of economy, environmental protection and economy.

Five, the safety awareness alarm bell rang.

Safety work is very important for individuals and hotels. We not only require employees to be careful on the way to and from work, but also have a sense of self-protection, and pay attention to fire prevention and theft prevention in the workplace. A violent incident happened in our hotel in the first half of the year, which sounded the alarm for the safety of our hotel. Protecting guests' property and personal safety is our top priority. Remind guests that the use of valuables, door safety and anti-theft chain fundamentally ensures the personal and property safety of guests. In June165438+1October 10, we conducted fire safety training and drills, so that everyone can know the' four abilities' and how to use fire control facilities and equipment to prevent accidents.

Two years have passed since the summary of the hotel's annual room work, and we have sent away a brilliant 20xx year and ushered in a beautiful 20xx year. In the past year, under the correct leadership of the group company and the leadership of Ding, the general manager of the hotel, all the staff of our department worked hard, made positive progress, strictly abided by all the rules and regulations of the hotel, and successfully completed all the tasks assigned by the group company, which was unanimously recognized by the leaders.

First, our department has completed the following work.

1, standardize the terms of service of each division and post, and improve the quality of customer service.

Since the implementation of standardized terms of service, the communication between employees and customers in our department has improved significantly. However, in the later period, many employees were lax about this, and they were not strict with themselves, showing signs of returning to nature. This is also a pity, but it is good to persist, and it is important to look back on the past and learn new things. Our department will intensify supervision and inspection. 2, in order to ensure the quality of room sales, strictly implement the "three-wheel 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 room quality, our department strictly implements the "three-level ward round system", that is, employee self-inspection, foreman survey and supervisor spot check to ensure that omissions are minimized.

3, the first question responsibility system.

The implementation of the first inquiry responsibility system requires a lot of information from front-line positions such as room service center, the flexibility of employees to handle things and the ability to solve customer service needs. All positions are required to collect information extensively, strengthen training and study, and expand their own knowledge in order to better provide services to guests.

4, carry out technical training, cultivate technical experts, and effectively improve the practical level of computer room staff.

In order to do a good job in guest room hygiene and service, the housekeeping department takes advantage of the off-season to conduct technical training activities for floor staff, and to assess and evaluate the staff's room cleaning and rounds. It is found that the operation of employees is very irregular and unscientific. In view of the existing problems, lead the staff above the class to hold a special meeting, analyze the existing problems, retrain the staff and correct the bad operating habits.

5. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch.

Guest room is the main revenue-generating department of the hotel and the department with the highest cost. In line with the concept that saving is to create profits, all employees in the department should start from themselves, from scratch, and put an end to all waste. At the same time, in the skills assessment of employees, energy conservation is also taken as an assessment item, with the purpose of strengthening employees' awareness of energy conservation, which is mainly manifested in:

① Require employees to recycle disposable low-value consumables for customers, such as toothpaste, which can be used as cleaning agent, and toothbrushes and combs can be sold to waste collection stations after recycling.

(2) Daily requirements include cleaning the check-out room and turning off the lights, and unplugging the electric card after check-out; The room air conditioner is turned on before the guests arrive in advance, and other power-saving measures are implemented day after day, saving a lot of electricity for the hotel.

(3) In order to control the cost of goods, according to the budget indicators issued by the hotel to the departments, the goods recipients of various departments are reasonably divided. Each department applies for a quota of goods every month, and the goods received shall not exceed 85% of the quota. If it is really necessary to exceed the quota due to work needs, it can only be collected after the manager's instructions, and the responsibility for collecting guest items lies with people.

6. Adhere to the departmental assessment and strive to create a good working atmosphere for employees.

Under the guidance of "Excellent Staff Selection Scheme", the department insists on selecting excellent staff every month, arousing their work enthusiasm, fully mobilizing their initiative and consciousness, forming a benign competition situation that encourages the advanced and spurs the backward, and avoiding doing badly.

7. Establish engineering maintenance files and track the maintenance status of the computer room.

The Butler Center has established engineering maintenance files to record some special maintenance items, so as to track and understand 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.

8. It has always been a major difficulty for our department to ensure timely and accurate check-out and high timeliness and accuracy of rounds. If it is not done well, it will not only leave a bad impression on the guests, but also bring economic losses to the hotel. Through continuous exploration, according to the characteristics of hotel guests, in the absence of exact check-out time, they will take the initiative to find the relevant person in charge or ask the switchboard for the wake-up time to find out the wake-up time of the guests, then calculate the check-out time of the guests and make personnel arrangements in advance; According to statistics, the timeliness and accuracy of checking out this year have been significantly improved compared with last year. However, some problems in the check-out did not agree with the previous receipt, but we will continue to work hard in line with the principle of safeguarding the interests of the hotel.

Second, the shortcomings and experience in the work

1. The "Please Clean" sign is missing, which makes it impossible to inform the waiter in time when the guest asks for cleaning; There is no special place to store rings and ornaments when guests wash their hands, which is easy to lose.

2. The scope of staff training is narrow, limited to sub-departments and departments, hoping to get more professional and higher-level hotel talents for training.

3. The aging IC card printing system reduces the work efficiency of receptionists and frequently causes waiters to open rooms.

4, poor health and epidemic prevention, large investment, unprofessional, resulting in the "four pests" prevention and control work is not satisfactory.

5. The maintenance of surrounding plants is not in place, the indoor display is uncoordinated, and the varieties are monotonous.

III. Major tasks planned for next year:

1. Continue the energy-saving and consumption-reducing work of the department, seek the cooperation of the engineering department, and adjust the guest room water from the perspective of environmental protection and economy; It is suggested that the hotel replace some guest articles, adopt more environmentally friendly and cost-effective guest articles, strengthen the control of materials and energy consumption, make rational use of each material, and put an end to waste and useless purchase.

2. In order to improve the level of business rooms and renovate the hotel rooms in time, the hotel plans to decorate the floors of the rooms. The department will pay close attention to the renovation trends, actively support the preparation and arrangement in time, and make accurate adjustments to the rational use of departmental manpower in time.

3. Organize and implement departmental skill competitions to strengthen employees' skill operation literacy.

4. Cooperate with relevant departments to change employees' uniforms. According to the plan, the uniforms of employees in relevant departments will be adjusted and replaced next year.

5, facilities and equipment maintenance plan in place in time. According to the work plan, major maintenance plan, minor maintenance and minor equipment maintenance will be implemented in the off-season, such as lobby floor maintenance, room stainless steel product polishing, toilet water tank cleaning, hot water bottle descaling, etc.

6. Cooperate with the Human Resources Department to recruit the vacant staff of relevant departments.