Summary of hotel room work

Through our unremitting efforts, we have made some achievements in our work, but there are also many shortcomings. The following is a summary of the hotel room work I organized for you. Welcome to read, for reference only. I hope it helps you.

Summary of hotel room work (1) 1. Only by learning and mastering your own business can you be in an invincible position in your work.

I clearly realize that only by studying business theory knowledge seriously can I complete my job with high standards and high quality. In all work, we should take learning as the leading factor, constantly improve our comprehensive quality, and always take the initiative in the face of difficulties and doubts.

2, a clear attitude, keep in mind the mission.

I hold the attitude of "being diligent in asking questions, learning while practicing", humbly ask old comrades, and ask them if they don't understand, and put the theory into practice. Only by establishing a rigorous learning attitude can we learn useful knowledge, and only by remembering our responsibilities and missions can we make achievements for the hotel. How much contribution a person can make depends not only on his professional quality, but also on his political quality. Only by applying what you have learned, being conscientious and down-to-earth in future work can we live up to the expectations of leaders, make proud achievements and realize self-worth.

3, ideological and political performance, moral quality and professional ethics

Can conscientiously implement the party's basic line, principles and policies, and learn political theory through newspapers, books and magazines; Abide by the law and study legal knowledge seriously; I love my job, have a strong sense of responsibility and dedication, actively study professional knowledge, have a correct working attitude, conscientiously complete all tasks assigned by superior leaders, do my job well, and actively increase revenue and reduce expenses for the hotel, saving energy and reducing consumption.

4, unity and mutual assistance, love the collective

In my work practice, I have participated in many collective tasks and get along very closely with my colleagues. In this process, I strengthened the most precious and important team consciousness. On the basis of trusting yourself and others, unify your thoughts and actions. At work, we remind each other and complement each other. Communication is the most important thing in all work. Only by dealing with information timely, effectively and clearly can work efficiency be greatly improved.

5. In the construction of major reception services and maintenance and repair projects, bravely shoulder heavy burdens, take the lead in fulfilling the responsibilities and obligations of old comrades, give full play to the vanguard and exemplary role, work hard, be diligent and frugal, be willing to contribute, and vigorously strengthen the construction of their own style.

A, improve the initiative of work, do things simply and decisively, and don't drag your feet;

B, work should pay attention to practical results, pay attention to results, and all work should be completed around the goal;

C, improve the overall situation, and measure the work by whether it can make others' work smoother;

D, seize every opportunity, improve business skills, strengthen the usual work summary;

Thinking and practice of fine chemical industry.

Summary of hotel room work (2) 1. Brand management, the hotel focuses on eight major tasks.

1, personnel adjustment

The hotel sales department opened the front desk and other positions, and there were xx salespeople in the first half of the year alone, which was more than twice that of star-rated hotels. The team of hotel general managers analyzes the reasons, and the key is people, which is the responsibility of the main managers. So the hotel decisively adjusted the sales manager and reduced the number of employees to X, which enhanced the sense of post competition and the sense of responsibility for active promotion.

2. Broaden channels

The original decomposition index of the sales department depends on people and lacks scientific basis. It is difficult for the hotel to complete the business indicators on schedule. In view of the poor market research, reasonable positioning and channel division in the first half of the year, the general manager team studied and approved the "sales plan" for the second half of the year after adjusting the department managers. Among them, on the basis of the original three natural sales channels, such as agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and set up special personnel to take charge of the channels, and break down the indicators according to the proportion of the tourists of each channel to the total tourists of the hotel.

3. room reward

As a business-oriented characteristic hotel, the marketing strategy is mainly to receive business guests and individual customers of the agreement company, supplemented by online booking and exhibition teams. Referring to the successful experience of some peer hotels, the general manager team has worked out a certain percentage of commission reward for the front desk receptionist of the sales department after selling the house at a price higher than that of the agreement company. This room reward policy greatly mobilized the enthusiasm and service attitude of the receptionist.

4. Window image

A, the front office of the sales department not only makes full use of the hotel's room-lifting policy, but also strengthens the promotion, and pays special attention to shaping the window image of the hotel.

B, reasonable sales control room, to ensure the maximum benefit of the hotel. For example, this year's auto show and housing exhibition, reasonable operation ensures the satisfaction of guests and the best interests of the hotel. The occupancy rate exceeded 100% for several days in a row, and the average house price also rose sharply. Second, improve the workflow and establish various inspection systems. Strengthen the revision and improvement of the front desk reception checkout and handover workflow, especially the use of "guest settlement bill" during checkout, which reduces the time for guests to wait for checkout and changes the cumbersome and error-prone situation of checkout.

C, strong supervisor's on-site supervision. By increasing the platform time for supervisors to go to the front desk, all kinds of difficult problems of guests were solved in time, which played an inspection and supervision role in employee smile service. Strengthen the double inspection of supervisors and foremen. The supervisor and foreman are required to check and sign the household registration book of each shift every day to enhance the sense of responsibility of the supervisor and foreman. There were no mistakes and omissions in household registration, visitor registration and online delivery this year. In short, under the leadership of the general manager, the front office has created one record after another for the hotel, paying close attention to implementation, grasping the opportunity and promoting it efficiently.

5. Complaint handling

The sales department, especially the front desk, is the facade of the hotel, and it is also the place where guests ask questions, reflect the situation, make suggestions and complain relatively. Based on the tenet of "guests first, service first" and "completely satisfying guests", from department manager to supervisor, foreman and even receptionist, we can not only be polite and enthusiastic, but also resolve conflicts and properly handle complaints from large and small guests. Over the past year, the sales department * * * has received and handled the complaints of guests, which has reduced the economic losses of about RMB for the hotel and won more repeat customers.

Second, respect the leadership and obey the command.

In the usual work, deeply understand the intention of the leader, accept the leader, obey the arrangement, do it according to the requirements of the leader, do not shirk, do not be clever, have no complaints at work, and work hard. Praise and reward for leaders can be treated correctly, without arrogance or rashness; Those who can correct the deficiencies pointed out by the leaders in their work in time will not give up. Being able to complete the tasks assigned by the leaders is often praised by the hotel and housekeeping managers.

Third, obey the rules and discipline and do a good job in service.

Abide by the rules and regulations formulated by the hotel, don't be late, don't leave early, go to work on time, handle the relationship between family and work, have no leave record all year round, and go to work on time. Do a good job of service in strict accordance with the workflow and leadership requirements, and keep the room clean, spotless and tidy. When serving guests, we can use civilized language correctly, be careful, enthusiastic and patient, try our best to meet the requirements put forward by the guests, and explain them clearly for the guests to gain their understanding. Check with the guests in time when the hotel items are found damaged during the rounds. When compensation is needed, clarify the facts and reasons to satisfy the guests.

Fourth, unite and cooperate, regardless of gains and losses.

Get along with hotel staff, do a good job of unity, help each other and care about colleagues. At work, I can help other colleagues in time after my work is completed, and I am not afraid of hardship and fatigue, and I am on call and careless. When there is misunderstanding with colleagues, we should focus on work, communicate well, eliminate misunderstanding and do a good job together. Ask colleagues about deficiency and cold in daily life. When they are ill, we can call the hospital to visit them in time. When our colleagues have something at home, we should pay attention to helping them in time to enhance our friendship and promote our work.

Five, learn with an open mind and strive to improve.

Although I have been doing room service for 78 years, I always pay attention to the basic skills and safety training organized by the hotel and take the initiative in action. Do it with your ears, eyes, mouth, heart and hands. Take notes when studying, listen carefully, ask questions if you don't understand, and study in time when you get home to deepen your impression. In the work, try to ponder carefully and use it correctly. If you don't understand or won't, please consult more leading colleagues, find out, leave no blind spots, and let your service level and personal quality go to a new level.

Six, in order to ensure the quality of the rental room, strictly implement the system of rounds.

The main business of guest rooms is that customer satisfaction is the greatest recognition of our work. In order to provide guests with a comfortable and comfortable rest environment, we strictly implement the system of ward rounds such as employee self-inspection, monitor survey and manager spot check in terms of room hygiene, facilities and equipment to ensure that omissions are minimized. And make records of rounds, timely feedback and timely correction, so that guests feel at home and welcome more repeat customers.

Seven, efforts to expand the long-term housing business.

Long private rooms are the main source of hotel economy. In order to achieve the satisfaction of the guests in the long private room, we should know the living habits and requirements of the guests in time and provide personalized service. Such as: mail receiving and dispatching, schedule adjustment, entertainment, laundry, etc. Consult customers regularly, and their opinions are the basis for our improvement. Our waiter treats the guests as family, and even the living habits and personalities of the guests in each room can be told one by one.

Summary of hotel room work (3) 1. Scientific decision-making, with the cooperation of Qixin, the hotel has achieved four achievements a year.

1, operating income

The hotel has increased its operating income by adjusting sales staff, broadening sales channels, introducing room-lifting incentives and linking catering performance. The annual revenue of the hotel was 10000 yuan, more than last year 10000 yuan, exceeding x; Among them, room income 10000 yuan, office income 10000 yuan, restaurant income 10000 yuan and other income 10000 yuan. The annual average occupancy rate of rooms is X, and the annual average house price is X/ room. The occupancy rate and average price of hotel rooms are higher than the average level of four-star hotels in the city.

2, management to create profits

By paying close attention to management, tapping potential, reducing expenditure and rationally employing workers, the store advocates economy and strict control in labor cost, energy cost, material consumption and purchasing warehouse management. The annual operating profit of the hotel is 10000 yuan, and the operating profit rate is%, which is 10000 yuan and% higher than last year. Among them, labor cost 10000 yuan, energy cost 10000 yuan and material consumption 10000 yuan respectively account for the total revenue of the hotel.

3. Excellent service

By introducing brand management, the hotel strengthens the training of employees' basic code of conduct "gfd, smile and greet", strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of reception departments and posts, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an unannounced visit to the annual evaluation of star-rated hotels, and our store only deducted 2 points, and got high marks for its excellent service, ranking among the best hotels in the region. In addition, in the reception service of large-scale events, our sales department, front office, guest room, property, restaurant and other departments or positions all received letters of commendation from the event organizing Committee, all praising: "The warm and thoughtful service of hotel staff provided us with the necessary logistics support in our daily life, which enabled us to successfully complete this event."

4. Safety and stability

By formulating the security plan for large-scale events, the hotel has achieved the "six defenses" of daily fire prevention and theft prevention, and almost no accidents occurred throughout the year. Under the care and guidance of the general manager of the hotel, store-level leaders hold feedback meetings of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol frequently and strictly prevent and control. With the cooperation of relevant departments, group prevention and control are carried out to ensure that all activities are foolproof and the hotel is safe and stable. The security class of the hotel security department was also rated as advanced class.

Second, keep pace with the times, promote development and make hotels stand out.

The hotel general manager team took the lead in setting an example, organizing and guiding party member cadres and all employees to seriously study and understand the spirit of the Fourth Plenary Session of the 16th CPC Central Committee. According to the actual situation of hotel operation, management and service, keep pace with the times, improve quality and change ideas. Surviving in the wave of market competition makes the whole hotel field highlight gratifying changes in the second half of the year. Mainly manifested in the positive mental state of cadres and employees. The hotel general manager's general meeting and small meeting repeatedly emphasized that cadres and employees should have a sense of urgency, be self-motivated and cultivate "spirit". Hotel management service is not high-tech, and there is no profound knowledge. The key is people's subjective initiative, people's mental state, loyalty and dedication to hotels, and understanding and application of the true meaning of management and service. Store-level leaders also encourage and guide everyone to broaden their horizons, study hard and unite and cooperate by organizing various training exchanges for department managers, supervisors, foremen and employees. In the process of completing the hotel's business indicators, management objectives and reception tasks, realize your own value and feel the joy of life. Third, brand management, the hotel focuses on eight major tasks.

(A) to benefit as the goal, do a good job in sales.

1, personnel adjustment. Hotel sales department set up front desk and other positions, and only the sales staff gained a reputation in the first half of the year, which was more than twice that of star-rated hotels of the same size. The team of hotel general managers analyzes the reasons, and the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales manager and reduced the number of staff to five, which enhanced the sense of post competition and the sense of responsibility for active promotion.

2. Broaden channels. The original decomposition index of the sales department depends on people and lacks scientific basis. It is difficult for the hotel to complete the business indicators on schedule. In view of the poor market research, reasonable positioning and channel division in the first half of the year, the general manager team studied and approved the "sales plan" for the second half of the year after adjusting the department managers. Among them, on the basis of the original three natural sales channels, such as agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and set up special personnel to take charge of the channels, and break down the indicators according to the proportion of the tourists of each channel to the total tourists of the hotel. In this way, first, the channel division is scientific; second, the decomposition index is reasonable; third, it can stimulate everyone's sense of responsibility and initiative in promotion; fourth, it can gradually reduce staff and increase efficiency; fifth, it can obviously promote the improvement of sales performance.

3, the room has a reward. According to the hotel's marketing strategy of positioning itself as a business-oriented characteristic hotel, focusing on receiving business guests and individual customers of the agreement company, supplemented by the online booking and exhibition team, and referring to some successful experiences of peer hotels, the general manager team has formulated a certain percentage of commission reward for the front desk receptionist of the sales department after selling the house at a price higher than that of the agreement company. This incentive policy greatly mobilized the hospitality staff's enthusiasm for promotion and service attitude, and made the hotel's personal income rise from 10000 yuan in the first half of the year to 10000 yuan in the second half of the year, an increase of about%.

4. Window image. The front office of the sales department not only makes full use of the preferential policies given by the hotel, but also pays special attention to shaping the window image of the hotel. First, reasonably sell and control rooms to ensure the maximum benefit of the hotel. For example, this year's auto show and housing exhibition, reasonable operation ensures the satisfaction of guests and the best interests of the hotel. The occupancy rate exceeded 100% for several days in a row, and the average house price also rose sharply. Second, improve the workflow and establish various inspection systems. Strengthen the revision and improvement of the front desk reception checkout and handover workflow, especially the use of "guest settlement bill" during checkout, which reduces the time for guests to wait for checkout and changes the cumbersome and error-prone situation of checkout. Strengthen the on-site supervision of supervisors. By increasing the platform time for supervisors to go to the front desk, all kinds of difficult problems of guests were solved in time, which played an inspection and supervision role in employee smile service. Strengthen the double inspection of supervisors and foremen. The supervisor and foreman are required to check and sign the household registration book of each shift every day to enhance the sense of responsibility of the supervisor and foreman. There were no mistakes and omissions in household registration, visitor registration and online delivery this year. In a word, under the leadership of the general manager, the front office has set records for the hotel one after another, paying close attention to implementation, grasping the opportunity and promoting sales efficiently. The proportion of individual guests in the total room income increased from% to%, with the highest daily income of RMB and the highest daily average house price of RMB. Reception of guests 10000 and reception of foreign guests 10000 throughout the year.

5. Complaint handling. The sales department, especially the front desk, is the facade of the hotel, and it is also the place where guests ask questions, reflect the situation, make suggestions and complain relatively. Based on the tenet of "guests first, service first" and "completely satisfying guests", from department managers to supervisors, foremen and even receptionists, we can not only be polite and enthusiastic, but also resolve conflicts and properly handle complaints from large and small guests. Over the past year, the sales department * * * has received and handled the complaints of guests, which has reduced the economic losses of about RMB for the hotel and won more repeat customers. In addition, according to the requirements of the hotel general manager team, the sales department began to change from passive sales to active sales, from disorderly work to orderly work, from inefficient negotiation to efficient negotiation, from non-basic management such as market research and analysis to monthly market research and analysis and customer room delivery ranking. , directly won a sharp rebound in sales performance. In the second half of the year, * * * achieved revenue of billion yuan, an increase of billion yuan or about% over the first half of the year.

(2) Take reform as the driving force and do a good job in catering.

In terms of management system, it took the lead in entering the market-oriented track, and the performance-linked reform measures were formally implemented in this restaurant, that is, the restaurant's operating income index was approved as 10000 yuan/month, and the total salary was controlled at 10000 yuan/month. Under certain expense and gross profit rate standards, if the income target is overfulfilled or unfinished, the corresponding proportion of total wages will be deducted according to the proportion of completed or unfinished. This performance-oriented approach will also bring some negative effects to waiters and other personnel due to invisible pressure, lack of ideological work or improper management; On the other hand, let everyone turn pressure into motivation and do business promotion consciously, so as to create benefits.

(3) Under the premise of quality, do a good job in room service.

1, team morning meeting. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has established a long-term package and a morning meeting system for individual teams according to the requirements of the hotel, arranged the work of the day, standardized the gfd of each employee, made all employees think alike, and ensured that all the work can be put in place. Summing up last week's work at the team weekly meeting, arranging and writing next week's work, and incorporating it into the contents of relevant hotel documents, fully embodies the "strict, detailed and practical" work style.

2. Security check. In addition to setting up full-time personnel in charge of safety in the department, safety knowledge training has been developed into a system that runs through the whole year, reflecting different levels and contents. From the hotel's corresponding preventive measures and emergency treatment methods to the inspection requirements of various electrical appliances. , from the beginning. Clear the person in charge of safety in each area, paste it on the wall in the form of words, and emphasize the working principles of "whoever is in charge is responsible" and "joint management". Carefully observe and inspect hotel guests, visitors and passers-by to ensure that there are no omissions. Throughout the year, the individual guest area * * * found out the rooms that the guests did not match, and the people did not match. The customer service department * * * found out the unsafe hidden trouble (the guest left the door open and closed the window; Does not meet the hotel electrical appliances use regulations).

(4) Take "Six Preventions" as the content, and do a good job in safety.

1, make a plan. Before daily operations, major festivals and large-scale activities, the security engineering department actively formulates security plans and emergency plans, and signs security agreements in time. Organize the safety inspection in the hotel on time, sign the safety responsibility letter with all departments, make the responsibility clear, implement it to everyone, and take responsibility.

2. Strict inspection. Strictly check the fire-fighting equipment and facilities, comprehensively test the alarm point of smoke detection system in advance, repair the broken line fault and inaccurate alarm point, and ensure the smooth and normal use of the line; Repair and replace the emergency evacuation lights and safety exits of the hotel.

(5) Focus on reducing consumption and doing a good job in maintenance.

1, eight-character requirement. According to the spirit of the notice of Beijing Municipal Party Committee and Municipal Government on saving electricity and water, the general manager's office of the hotel decided to conduct a special study, and on the basis of implementing the original management regulations of the hotel and various departments, put forward the requirements of saving energy and reducing consumption to the cadres and employees of the whole store again. That is, one must be closed, two must be small, three must be separated, four must be prevented, six must be investigated, seven must be punished, and eight must be announced.

2. fix it. Seven comrades in the maintenance team are responsible for the maintenance of equipment and facilities in various departments of the hotel. They often work late into the night to repair a part, sometimes all night. At the same time, they make reasonable arrangements for their work, such as overhauling the hotel heating equipment in advance before winter, transforming the hotel distribution box and replacing the watt-hour meter.

Step 3 buy a check. In the work, the purchasing department strives to save expenses and reduce costs, actively visits the market consulting merchants, strives to shop around, insists on comparing quality with the same price, and strictly controls the quality of incoming goods. Adhere to the principle of system, and any procurement plan with large expenditure must be approved by the leaders in advance. Do a good job in cost budget and control the expenditure of procurement expenses.

(six) to lean as the principle, do a good job in personnel work.

1, reasonable distribution. According to the spirit of the hotel general manager's office meeting and the principle of lean and efficient employment, the personnel department at the beginning of the year

On the basis of the establishment of 1000 staff, store-level leaders will come forward to coordinate with relevant departments, and then the establishment of 10 will be reduced, which will not affect the work of hotels and departments.

2. Staff recruitment. According to the needs of hotel management, control personnel expenses and adjust personnel structure. Under the leadership of store-level leaders, I went to Miyun, Huairou, Tianjin and other places for many times to contact vocational schools and recruit interns. Number of newspaper advertisements and online recruitment, including recruitment times.

(seven) with the "Guide" as a reference, do a good job in training.

1, store-level lecture. According to the all-staff training plan formulated by the hotel at the beginning of the year, referring to the basic code of conduct of 20 words for employees' hospitality, the store-level leaders organized special training for department managers, supervisors, foreman and hospitality service personnel, focusing on training management quality, service awareness, polite hospitality and case analysis. Throughout the year, * * * organized a number of trainings, with about. Through explanation, comment, communication, etc. Students have gained different degrees of understanding and promotion in their ideological understanding and daily work.

2. English teaching. Weekly report of personnel training department in the first half of the year

3. Departmental training. Each department organizes training in the hotel, and plans to train its employees on the "20-word policy" and job business content every month. For example, the front desk of the sales department should do a good job in training each position, so that "there is a theme every day and training every day". Train and assess the front office staff in stages and contents. Receptionist and cashier at the front desk use their spare time for training after work every morning; Supervisors and foremen are trained once every two weeks, and all front desk employees are trained once a month. The training content includes business knowledge, reception of foreign guests, sales promotion skills, case analysis, emergency problem handling, etc. Through training, the overall quality, English level, business level and customer satisfaction of employees have been improved. Over the past year, various departments have organized training groups by themselves, with about 2,000 participants. The two-level training combined with hotels and departments has improved the overall ideological quality, service attitude and business reception ability of employees.

4. Training evaluation. On the basis of daily business training and on-the-job training, the hotel will organize business actual combat assessment with the guest room, and reward and publicize it.

? Three or four-star standards, customer feedback, hotels still have three types of problems.

1, facilities and equipment are not perfect.

2. The management level needs to be improved. First, it is manifested in the comprehensive qualities of managers such as cultural literacy, professional knowledge, foreign language level and management ability.

3. The service quality needs to be optimized. From many inspections and guest complaints, it is found that the service quality of employees in various departments and positions in the hotel is high and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, careless cleaning and untimely equipment maintenance also affect the overall service quality of the hotel.