202 1 Work Plan of Hotel Room Manager

The first 202 1 hotel room manager's work plan

First, implement hierarchical management, attach importance to execution, and constantly promote the construction of departmental management system.

After the continuous efforts of several generations of managers, the housekeeping department has now formed a set of management systems and operational procedures, as well as the work plan of the hotel room supervisor. However, in the face of the increasingly personalized needs of guests, more and more post-90s employees have become the new force of service, and it is obviously not enough to rely solely on the unchanging management system and operation process. The most important thing is that managers should strengthen their sense of responsibility, optimize the management mode, effectively implement hierarchical management, implement execution, and take "quality control as the main line" as planned to do all the management work step by step.

1, thoroughly study and implement execution, cultivate a solid work style and pay attention to the effectiveness of management.

The key to execution lies in the effective execution of various tasks by managers. Their work execution directly affects the satisfaction of guests and the realization of decision-making goals. In order to improve the execution ability, the department will strive to adhere to the "three more", "three faster" and innovation.

(1) Managers insist on going to the site more and paying more attention to details and employees.

(2) Managers insist on transmitting information quickly, solving problems quickly and training employees quickly.

(3) Managers should have a sense of innovation in their work. First of all, they should have a sense of innovation, constantly learn and update their knowledge, be brave in exploration, practice management with professionalism, improve in practice and improve in perfection.

2. Deepen service, improve facilities and ensure the quality of customer service.

(1) Deeply understand the connotation of service, cultivate employees' service consciousness of taking the initiative to think of guests, and develop the behavior habit of "hospitality, kindness and consideration for others".

(2) Strengthen the planning of service reception, distinguish the responsibilities of personnel at all levels, and control the quality of dynamic management. For large or important service reception work, make a detailed service work plan in advance, consider more detailed requirements, do a good job in specific division of labor and responsibilities, and clarify service requirements and post responsibilities.

(3) With the support of company leaders and the cooperation of engineering department, further improve the maintenance of room service equipment and facilities, improve customer service efficiency, and enhance the overall style and competitiveness.

3. Strengthen the awareness of throttling, strengthen commodity management, and control operating costs as much as possible. Improve the cost management control system and strictly manage the daily expenses of all employees through rules and regulations; Do a good job in the maintenance of materials and equipment, let everyone have the concept of commodity depreciation, and strengthen the effective regulation of commodity energy consumption; To put an end to the waste of all kinds of energy, every team in the department is required to shoulder the responsibility of saving lives, saving expenses and reducing consumption.

4, clear responsibilities, layers of checks, to ensure the quality of health work.

In the first half of xx, it is considered to post the operating standards of room sanitation and cleaning in the department workshop in graphic form, requiring every employee to master them skillfully and implement the "three-level system" of room sanitation inspection. First, the cleaner's self-inspection will solve the problems existing in operation; Followed by the foreman's careful investigation, solve the problems existing in the standard, and ensure that every room is a qualified product; Finally, it is the spot check of the supervisor to solve the general problems and carry out targeted training.

5. Be vigilant, always be vigilant, and ensure the safety management quality of the department. We should always keep in mind the safety policy of "prevention first, always be alert" and the fire protection policy of "prevention first, combining prevention with elimination", adhere to the principle of "tightening inside and loosening outside", clearly understand the social security situation in Conghua area, especially around the company, and cultivate an atmosphere in which everyone is responsible for security and safety management.

6, change ideas, step by step, to ensure the quality of the maintenance department.

Housekeeping department will carry out regular sanitary cleaning in a planned way according to the law of room height, and make corresponding file records.

Second, pay attention to the needs of employees, pay more attention to employees, and constantly strengthen the construction of the workforce.

Combined with the main working characteristics of "eating together, working together and getting along day and night", all departments should always put the work of employees in an important position. Managers should advocate the work style of setting an example, do more criticism and self-criticism, strengthen communication with employees, and cultivate a good working atmosphere. They should hold regular "employee heart-to-heart meetings", consult employees' suggestions and opinions on department management with an open mind, be frank and open-minded, know everything and say everything, and enhance mutual trust. At the same time, we should teach employees how to get along and learn to respect, tolerate and be harmonious.

Third, strengthen the golden rule of human resource management, which is "salary is the reward of employees today, and training is the rice bowl of employees tomorrow", standardize employee training, do a good job in on-site training supervision, and promote post success.

(1) Strengthen the basic training for new employees.

Managers of all departments and groups need to attend the training in person. Whether in theory or in practice, managers have the responsibility to make a detailed training plan, check and evaluate the training effect within a time limit, and provide targeted counseling for latecomers to ensure the standardization, systematicness and effectiveness of the pre-job training process.

(2) Pay attention to on-the-job training and do a good job before and after work.

Diligence is good at diligence, but not good at leisure. In order to maintain a good service level, on-the-job training is essential. To this end, it is necessary to hold regular team meetings, daily pre-shift and post-shift meetings, weekly summary meetings and monthly team summary meetings to strengthen communication and understanding between employees and managers, exchange information, unify thoughts, raise awareness, clarify practices, and correct and solve problems in work in time. Effectively strengthened the team building, deepened understanding, greatly improved the team's sense of cooperation, and the overall service level was better played.

(3) Adapt to the future development direction of the company after transformation, and do a good job in cultivating reserve forces.

Fourth, management.

(1) Strengthen communication and interaction, discuss problems in daily management, improve learning enthusiasm, delve into business, cultivate excellent operating skills and solid work style, and further consolidate and improve the overall management level.

(2) Strengthen internal management, do a good job in quality control, strengthen the service consciousness of "details determine success or failure", establish the purpose of "customer first, service first", refine every detail of serving customers, constantly improve management operation procedures, and implement operation procedures, service standardization and management standardization into actual service management, so as to consolidate the management foundation.

(3) Continue to improve the cost control system, formulate energy-saving measures with comprehensive scientific data analysis under the premise of not affecting the opening of the department, and at the same time vigorously advocate the wind of energy conservation among the staff to seek profits.

(4) Strengthen team building, organize ideological education activities for employees, enhance mutual trust, correctly handle the relationship between management and being managed, do more positive publicity, establish a good professional style, and enhance the cohesion of enterprises and the sense of belonging of employees.

(5) Strengthen the excavation and cultivation of reserve backbones, further strengthen the competitive consciousness of post success, do a good job in business operation training and assessment, control labor costs, cultivate a multi-functional and well-trained echelon staff and take the road of sustainable development.

(6) Strengthen maintenance work.

Verb (abbreviation for verb) Other aspects

(1) Only by strengthening the study of business skills can we find the essence of the problem. I hope the company will give some excellent and advanced employees in the department opportunities to go out for training, study and observation.

(2) Strengthen quality awareness, treat habits that are not problems as normal habits as problems, and react quickly at the same time. Sensitivity to problems should be strengthened, and the habit of passively rectifying problems should not be formed.

(3) Do a good job in communication and coordination between managers and employees, and exchange views with each other. In order to seek mutual understanding, support and help each other and achieve the goal of * * * progress.

(4) Further emphasize the efficiency and smoothness of information transmission. Work instructions and tasks must be completed within the specified time, and the work should be efficient.

Page 2 Hotel Room Manager 202 1 Work Plan

First, cultivate employees' observation ability, provide personalized services and build service brands.

With the development of the industry, the management concept and service concept of the hotel industry are constantly updated. It is not enough to satisfy customers, but also to make them unforgettable. This requires providing personalized services on the basis of standardized services. Hotel service pays attention to "thinking what guests think and being anxious about what guests are anxious about". Service personnel should pay attention to observation, guess the psychology of the guests, provide services as quickly as possible when the guests have not said their requirements, and send pillows as soon as they want to sleep, as we often say. Imagine if customers will never forget such service. The department will focus on training employees how to provide personalized services according to the living habits of guests. In daily work, by encouraging training, collecting and sorting, standardizing the system and rewarding training, it will become the conscious action of employees and promote the improvement of overall service quality.

1. Encourage training: the department will train waiters who have excellent work performance and are well received by guests, so as to raise their service awareness and quality to a higher level, base themselves on their posts and strive for first-class service.

2. Collection and collation: Department managers strengthen on-site management in their daily work, look for typical examples of personalized services from front-line services, collect and collate them, and summarize them into files.

3. System standardization: the typical cases sorted out will be popularized and constantly supplemented and improved in practice, thus forming systematic and standardized data as a standard for measuring service quality and realizing the transition from fuzzy management to quantitative management.

4. Training reward: The sorted materials can be used as training materials, so that new employees can understand the work requirements and learning objectives from the beginning, and old employees can find the gaps through comparison, make up for the deficiencies and improve their understanding. For employees who have made outstanding achievements in their work, the department will commend and reward them in various forms, so that employees can form a good atmosphere of scrambling and making contributions. The core of business lies in creating products, and the core of hotels lies in creating services. In daily service, employees are required to provide "five hearts" service according to the simple, convenient, fast, sensitive and high-quality service standards. Jane: Work procedures should be as simple as possible, work instructions should be as simple and clear as possible, and feedback should be concise and to the point. Convenience: make guests feel convenient everywhere from entering the store to leaving it. Speed: We should meet the needs of guests as soon as possible. Jie: The waiter should be quick-witted, understand and respond to the guest's behavior quickly, and then provide good service: the guest should feel "value for money" after receiving the service. Things are hotel products, that is, services Five-hearted service: meticulous service to key guests, wholehearted service to ordinary guests, considerate service to special guests, patient service to picky guests and enthusiastic service to difficult guests.

The second is the improvement of peripheral greening environment and the replacement of indoor greening plant varieties.

The greening around the hotel has always been managed by PA employees themselves. Due to the lack of technology and experience, some green plants have not been well maintained, and the lack of rain in Hainan this year has caused the phenomenon of dying. Next year, we will replace dead plants, plant as many flowering plants as possible, and replant some southern fruit trees in the periphery to add some joy to the hotel. At present, there are problems of single indoor plant species and low grade in hotels. Contact the appropriate greening company next year and reach an agreement to completely solve this problem. Sixth, the replacement of guest supplies on the business floor At present, after the renovation of the guest room on the business floor, the guests are given a higher grade, but the guest supplies in the room have not been replaced, and the grade is average and very uncoordinated. It is planned to replace the guest's articles on the business floor, such as changing the tea bag into bulk tea, and changing the packing box of toiletries into an environmental protection bag to upgrade the room grade.

Third, reduce service links and improve service efficiency.

Service efficiency is an important part of service, and many complaints are caused by low service efficiency. Any requests and services put forward by guests are expected to be solved as soon as possible, rather than being pushed around by others, so it is imperative to implement "one-stop" service. After the guests check into the hotel, they don't know all kinds of service numbers. Although we made a small phone note on the phone, most of the guests didn't read it carefully. When they need service, they will pick up the phone and dial a phone number at will. The phone keeps turning, which is very inconvenient for the guests and greatly reduces their satisfaction with our service. Our department will improve service efficiency by reducing service links.

Article 3 Hotel Room Manager 202 1 Work Plan

First, the preparatory work before opening.

First of all, we must announce this year's work objectives and work arrangements, as well as the transfer of personnel. All these should be put in place, arouse everyone's work enthusiasm, adjust their work status and get into work quickly. In the new year, hotel rooms must have a new look. Strictly and carefully check all the equipment in the hotel room to ensure that everything is normal, such as water heater, bathroom, door lock, all the lights in the room, air conditioning, etc. , to a unified inspection. As long as there is a fault, it must be replaced in time, and it must not affect the customer's stay experience.

Second, we should be strict in recruitment.

At the end of last year, several domestic workers applied to the hotel for resignation due to personal arrangements. There are still several vacancies at present. Before the arrival of the room occupancy peak, I must let the room service staff arrive, otherwise it will be difficult to provide the most thoughtful service to customers. We need to recruit two room cleaners and a room supervisor. But this year's recruitment, I must meet strict requirements, I must meet the following three conditions. First of all, you must have working experience in this field for at least one year, so that you can go to work directly and seamlessly, without pre-job training and save trouble. Second, my resume is clean, and there are no major mistakes and bad records in my previous work. I feel at ease with such a person. Finally, when I was in college, I had training in personnel management related to my work or my major, which was aimed at the position of customer service supervisor, so that everyone could have their own ideas when encountering problems and solve temporary emergency problems in time and fully.

Third, market research, with the change of house prices,

I just ignored this point last year, which affected the sales of housekeeping department to some extent. I will learn a lesson this year and adjust the room price of the hotel industry at any time. We can't use the same price all year round. Now hotels also have peak season and low season, and I also know which months are popular and which months are scarce, so I want to combine the prices of other hotels in the same industry according to this actual situation.

Fourth, listen to the opinions of customers with an open mind.

What is the important factor that our housekeeping department is getting better and better? That must be the customer's opinion. This year, there will be a special service for customers who have decided to check out anonymously to fill in their experience, and they can write down what they think our hotel should strengthen. But this is not mandatory, just let the willing customers fill it out, so that we can continuously improve the service of the housekeeping department and make our housekeeping department more and more popular with consumers. This is also my opinion.