Summary of the work of hotel room attendants

A summary is a written material that reviews and analyzes the performance of study and work life during a specific period of time. It can make us more efficient, so let us write a summary Bar. So do you really know how to write a summary? The following is a complete summary of the work summary of the hotel room clerk that I will share with you. I hope it can be helpful to everyone.

Summary of the work of hotel room attendants 1

20__ is about to pass. This year is a busy year and a glorious year. The hotel has the care and support of superior leaders Under the correct leadership of Manager XX and through the concerted efforts and diligent work of all employees, great achievements have been achieved. The occupancy rate has always remained above 90%. The hotel's performance has reached new highs, and improvements have been made in safety, health, service, etc. The relevant departments and the guests have received unanimous praise. As an employee of the hotel, I have achieved good results through my own efforts. I have been rated as an outstanding employee by the hotel many times and received rewards. I mainly do my job well from the following four aspects.

1. Respect leadership and obey orders.

In daily work, we must deeply understand the leader's intentions, accept the leadership, obey the arrangements, and do as the leader requires. Do not shirk or argue, do not play tricks, work without complaints, and work hard. Be able to treat leaders' praise and rewards correctly without being arrogant or impetuous; be able to promptly correct shortcomings in work pointed out by leaders without giving up. Able to complete the tasks assigned by leaders, he is often praised by hotel and guest room managers.

2. Observe rules and disciplines and provide good service.

Comply with the rules and regulations set by the hotel, never be late, never leave early, go to and from get off work on time, handle the relationship between family and work well, have no leave records throughout the year, and be fully present at work. Strictly follow the work process and leadership requirements to provide good service, so that no dead ends are left when cleaning the room, and it is spotless and neat. When serving guests, be able to use civilized language correctly, be careful, enthusiastic, and patient, and try to respond to the guests' requests as much as possible. If you are satisfied, if you are not satisfied, explain it clearly to the guest and obtain the guest's understanding. During the ward inspection, if it is discovered that hotel items are damaged, check them with the guests in a timely manner. When compensation is needed, state the facts clearly and explain the reasons to satisfy the guests.

3. Unity and cooperation, regardless of gains and losses.

Get along with the hotel staff, be united, help each other, and care for your colleagues. At work, after completing your work, you can help other colleagues in a timely manner, be not afraid of hardship or tiredness, be available when called, and do not be petty. When misunderstandings occur with colleagues, focus on work, communicate well, eliminate misunderstandings, and ** *Do a good job together. In daily life, you should greet your colleagues when they are sick. When your colleagues are sick, you can call them in time to greet them and visit them in the hospital. When your colleagues have something to do at home, you can help them in a timely manner after getting to know them clearly, so as to enhance friendship and promote work.

4. Learn with an open mind and strive to improve.

Although I have been working as a housekeeper for seven or eight years, I pay attention to the basic skills and safety training organized by the hotel every time and take proactive actions. Make sure your ears, eyes, mouth, heart and hands are present. Take notes when studying, listen carefully, ask if you don’t understand, study in time when you get home, and deepen your impression. At work, think carefully and apply it correctly. If you don’t understand or don’t know, ask your boss or colleagues to help you understand. Leave no blind spots and bring your service level and personal quality to a new level.

Existing deficiencies and problems:

1. Sometimes the work enthusiasm is not high, not very active, and there is a phenomenon of procrastination. Sometimes there are many check-outs, time is tight, the room is not cleaned carefully, and there are still some things left out. During ward rounds, there are many supplies, and sometimes people forget to register, causing losses to individuals and units.

2. The service level needs to be improved. Civilized and polite expressions are rarely used, the attitude is blunt, and the initiative is lacking.

In the new year, with the care and support of superior leaders and the correct leadership of a certain manager, I will do my job seriously, strive to improve my service level, unite my colleagues, and be proactive , be able to be obedient, serve, and learn, and work together with all hotel employees to unite, coordinate, and work together to make the hotel prosperous in the new year, with performance improving by leaps and bounds, and achieving greater success again.

Summary of the work of hotel room service attendants 2

As the main business and image department of __ hotel, all employees in the first half of 20__ under the leadership of the leaders and the full efforts of all departments With the cooperation, with practical work and thoughtful and meticulous service, we have laid a good foundation for the hotel to further serve the society. In 20__, the guest room department completed the following work:

Report on the completion of one economic indicator and some figures:

In 20__, the annual turnover was 5.82 million yuan and the profit was 1.91 million yuan. Yuan. Among them, the turnover of individual guests is 3.19 million yuan, the turnover of long-term private rooms is 2.48 million yuan, the revenue of conference rooms is 73,000 yuan, and the turnover of other team and conference rooms is 77,000 yuan. The net income from guest room health products is 1,465 yuan. Customer compensation income was 5,346 yuan. Dry cleaning (outside washing) 67 pieces. The net income is 227 yuan, 161 pieces of laundry (washed by hotel disinfection staff), and the income is 1,239 yuan. Allocate 158,000 yuan for breakfast expenses in the restaurant. The film washing fee is 49517.9 yuan. The above figures, except for clothing washing costs, are based on finance.

Guest Rooms In the first half of 20__, 14,610 rooms were rented out, with an average occupancy rate of 47.9%, of which 7,813 were rented out by individual guests, accounting for 53.5% of the total number of rooms rented out. In the first half of the year, 6,036 rooms were rented out, accounting for 41.3% of the total rental rooms. (Among them, there are 105 service centers, accounting for 0.72% of the number of rental rooms, (move-in started on May 11), and 1,376 rooms of the Third Railway Institute, Survey Institute, and Institute of Geology, accounting for 9% of the number of rental rooms. 4%, (January to April, and back on June 26), Luoyang Petrochemical 440, (January to May) accounted for 3% of the number of rental houses, Tiangang 1810, accounting for 12.4% of the number of rental houses , 1810 housing trusts, accounting for 12.4% of the number of rental housing), 180 housing investments, accounting for 1.2% of the number of rental housing, (starting June 1), China Oil Reserve 262 housing investment, accounting for 1.2% of the number of rental housing. 1.8% of the number of rental rooms (occupancy started on June 8), 51 times (January, April, May and June) accounted for 0% of the number of rental rooms. 34%. There are 1,583 rooms for conference groups and other rentals. Accounting for 4% of the rental housing stock. The conference rooms were rented out for 321 times throughout the year (including 41 times rented out on the third floor, 73 times rented out in the second meeting room, 29 times rented out in the third meeting room, and 177 times rented out in the fourth meeting room.).

2. Management indicators and other work completion status:

(1) At the beginning of the year, the housekeeping department re-formulated various management systems and job standards based on the actual situation, such as: " Service Desk Job Responsibilities", "Daily Hygiene Inspection System", "Guest Rooms, Branches, Environmental Hygiene Standards", "Guest Room Film Management System", etc. The conference reception procedures, maintenance records, cleaning vehicle item placement standards, leftover item storage system, damage reporting system, key management system, etc. have been further standardized, so that employees have clear goals and directions for their work, and the quality of guest room service has been improved. One step at a time.

(2) Any kind of management is the management of people first. If people can perform their talents, duties and responsibilities, then other problems can be easily solved. Therefore, the guest room first manages and divides the personnel. The system of dedicated personnel from squad leaders to employees in each area and position has been standardized to further improve the quality of management and sanitation. In order to further refine the sanitation and management, the guest rooms are divided into three areas for management, namely the middle building, area a in the north building, and area b in the north building. The conference rooms have monitors in charge of each area. The number of employees in each floor area remains basically the same. . Dedicated personnel are responsible for warehouse management and disinfection work. Let people give full play to their talents and do their best at every level.

(3) In order to ensure the quality of guest room rentals, the room inspection system is strictly implemented.

The main business of the hotel is room rental. Customer satisfaction is the greatest recognition of our work. In order to provide guests with a comfortable and comfortable rest environment, we have improved the room hygiene, facilities and equipment, and equipment, etc. In terms of supervision, we strictly implement the ward inspection system: employee self-examination, squad leader census, and manager spot inspection, ensuring checks at all levels and striving to minimize omissions. We also keep records of ward rounds, give timely feedback, and make timely corrections to make guests feel at home and welcome more repeat customers.

(4) Increase revenue and reduce expenditure, reduce costs and increase efficiency, and enhance employees’ awareness of energy conservation.

In line with the idea that saving is creating profits, and to eliminate waste, we implement a squad leader regional responsibility system for the distribution of small items. The squad leaders of each district will take charge in the morning, and the remaining items will be collected and recorded in the evening, so that the dispatch and receipt are clear. Accounts are clear. Keep any unused toothpaste, shampoo, etc. left over by guests to use as detergent. The remote control of the guest room air conditioner is usually adjusted to 28 degrees in summer and 20 degrees in winter. Electrical appliances such as air conditioners and televisions are shut down when people are away. The air conditioner remote control and TV remote control are still in use with the old batteries replaced by the door locks, and a dedicated person is responsible for turning on and off the corridor lights in the morning and evening. This also improves employees' awareness of energy conservation.

(5) Full preparations have been made for inspections by departments such as the Epidemic Prevention Station, Branch Public Security Section, and Technical Supervision Bureau. In July, all 34 evaluation items of the accommodation industry health supervision quantitative grading scale of the epidemic prevention station passed the test, and were praised by the approved grade ___.

(6) Strive to expand the private room business.

Long private rooms are the main source of hotel economy. In order to achieve the satisfaction of long-term private rooms, we will promptly understand the customers' living habits and requirements for existing long-term private rooms and provide personalized services. Such as: sending and receiving emails, adjusting work and rest time, leisure activities, laundry, etc. Regularly consult customers for their opinions, their opinions are the basis for improvement of our work. Our waiters treat guests like family members, and can even tell the guests' living habits and personalities in each room one by one.

(7) In order to effectively improve the service level and business capabilities of employees, in July, we cooperated with the Quality Supervision Department to conduct further training on politeness and etiquette for service desk employees, and conducted practical operations and training in accordance with regulatory requirements, 11 In September, we cooperated with the Quality Supervision Department to conduct a practical assessment of all employees in the guest room. Three employees in the guest room, Teng Huairong, Li Xin, and Liu Xin, won awards, which further improved the employees' service awareness.

(9) Provide conference reception services

Conference rooms have low costs and high profits. The conference reception staff worked overtime regardless of the meeting time and worked hard without complaint, which was well received by the participants.

(10) In terms of safety, we must regularly release rats, cockroaches, etc., promptly prevent and control the harm of pests to guest rooms, observe and disinfect in time. Prevented the spread of infectious diseases. Conduct timely and regular inspections of electrical switches, water switches, door locks, door chains, heaters, etc. to prevent leaks and leaks before they occur. Promptly remind the elderly, weak, sick and disabled guests to avoid falls and scratches. There was no major safety incident in the guest rooms in 20__.

(11) Shortcomings in the guest room work in 20__:

A manager has less time to check the unit irregularly on public holidays and after get off work.

The second foreman has strong labor ability but poor management ability.

Three employees suffered serious attrition and sick leave. As a result, planned work cannot be completed on time.

The key arrangements for the work of the three guest rooms are as follows:

(1) Carry forward the achievements of the previous stage and further strengthen the management level and service quality. Conduct training on the standardization of meetings, service desk services, and reception. To improve the overall service level of employees in essence and detail.

(2) Make a small reform to the sanitation system and the visiting system: record and quantify the number of rooms checked out, the number of rooms checked in, and the number of planned bathrooms for each waiter every day, and quantified. Levels will be assessed monthly and rewards will be given. We also want to introduce a ward inspection-free system, and voluntarily apply for ward inspection-free. If there are no problems in the ward inspection-free room for one month, appropriate rewards will be given.

(3) Implement a reward and punishment system for saving small items, and reward each person who records monthly assessments every day and saves a certain amount. We take a more detailed approach to the distribution of small items. The squad leader is responsible for designing forms and filling them out every day. The small items received by each person every day are compared with the number of room check-outs for management.

(4) Strengthen communication and cooperation with the Engineering Security Department and the General Department on the use of maintenance items, so that old ones that can be repaired are not replaced with new ones as much as possible, so as to reduce maintenance costs and provide the hotel with Reduce unnecessary losses. (5) The mezzanine floor will be replaced with new films and the rooms will not be discounted. We are also planning to introduce 1-2 waiters in the middle building and voluntarily apply for exemption from ward rounds.

(6) After Luoyang Petrochemical’s private rooms withdrew, the hotel economy suffered a crisis.

In order to increase the hotel's turnover, increase its popularity in society, and contribute more to the hotel's profit creation, we need to provide correct marketing guidance to the waiters: we want to take several measures inside the guest rooms, such as being able to contact housing, conferences, dining, wedding banquets, etc. If the turnover income exceeds a certain amount, appropriate changes in positions, positions, etc. within the guest room can be given. The purpose is to create more economic benefits for the hotel.

Thanks to all departments for their good cooperation in guest room work. I hope that in 20__ everyone will unite and work together to contribute to a better tomorrow for the hotel.

Summary of the work of hotel room attendants 3

Under the introduction of a friend, I came to ____ and got the news that I would study in ____. I was very happy and cherished this opportunity. , I have studied hotel management for five years, but I have never practiced it. I want to start everything from scratch. This is a good opportunity, so I came to _study with enthusiasm. At the beginning, I studied Jin_ culture. and theoretical courses, I accept Jin_’s culture very much, and I am also happy to be a Jin_ person. After the ten-day theoretical course, I couldn’t wait to come to the ____ store with anxiety. The first thing I came to was I was assigned to the guest room this week. I thought I could endure hardships and was fully prepared. When I came to the guest room, I mainly learned from the guest room sister how to clean the room and make the bed. Although I was fully prepared, the first I was still so tired that I just complained and even doubted whether I could persevere. With the encouragement from the guest house sister, I made up my mind and encouraged myself to persevere. During the six days of guest room study, I learned the process of cleaning a room. The most basic bed making, bathroom cleaning and simple room service methods in the hotel gave me a preliminary understanding of the basic products sold in the hotel. In the second week, I was assigned to a restaurant and learned a series of basic restaurant service methods from senior restaurant waiters on how to set up the table, remove the table, order, serve, and pass the dishes. And have a better understanding of the service process of the restaurant. In the third week, I was assigned to the front desk. I liked the front desk job very much, but I was very nervous. I didn’t know if I could do the job. But what made me happy was that most of the hotel employees were so enthusiastic. Friendly, they are not indifferent to us because we are interns. After hard work, a sweet smile from colleagues or an ordinary "_It's hard" will move people. The front desk is a hotel The facade is where guests form their first impression of the hotel. The services of the front desk basically cover all the services that the hotel can provide. Therefore, the front desk staff needs to have sufficient understanding of various departments of the hotel to provide guests with satisfactory and thoughtful services. During the study, I had an in-depth understanding of some basic front desk daily operations such as how hotel guests check in and check out and carried out practical operations. The internship days ended like this day by day. I did learn a lot during these days. In addition to learning some basic skills and service knowledge, I also learned how to be a human being, how to deal with my own interests and the interests of the hotel, how to How to handle the interpersonal relationships between colleagues and how to adjust my mentality. What I learned more is that as a waiter, I should have a strong sense of service. When chatting with a department manager, the manager mentioned service awareness. I strongly agree with his point of view: "Service awareness not only requires waiters to have the concept and desire to provide quality services to guests, but also should have the same attitude towards their colleagues." Awareness. ”

Summary of the work of hotel room attendants 4

More than 90% of the employees in our company are young employees.

I want to ask you a question: "Are you ready for the company's business development?"

Maybe you will say: "I am just an ordinary employee working in an ordinary position. What can we do? That's all the leader's business!"

Here I want to say loudly: "You are wrong! In the process of the company's business development and in ordinary positions, although we are just ordinary members , however, the practical actions of you and me to love our jobs and work hard are the cornerstone of the company's development!

The company's hotel work is also a bridge to the market economy, related to the health and happiness of millions of food consumers, and connecting the hearts of thousands of people. !”

One aspect of work

During this period, I learned about the hotel’s guidelines, layout, department divisions, work assignments, personnel positioning and other conditions. The General Department Performing office functions, an important department that connects leaders and employees, I am honored to be a member of this small group. Although it is trivial to collect meal tickets every day, it can reflect the strict and advanced management of our hotel. , quality inspection is a must for any enterprise and is an important safety assurance department. As a service industry, quality inspection is a top priority. Whether it is the hygienic condition of the guest rooms or the appearance of the catering waiters, they all affect the quality of our hotel. In terms of business development, I have gone from "only knowing" and "seeing" to now having a pair of insightful eyes. This is a progress and a big gain for me. I am not talking about how great I am, but how great I am. I was moved by such a united, dedicated and pragmatic group. The dedication is selfless, so it is warm, and the passion is fiery, so it shines. This is the wealth and strong capital of the enterprise!

Two existences Problems

Due to various reasons, there are many problems in my work:

1. It is easy to bring personal emotions to work. When I am happy, I am enthusiastic and thoughtful, but when I am happy, I have many problems. If you are lazy when you are happy, try your best to overcome this situation at work in the future, and truly establish the awareness in your mind that the customer is God

2. Due to lack of consideration when handing over the shift, you think that small problems are not important. It is necessary to explain clearly clearly, so that problems of this kind occur. The school does not know that small things can easily lead to big mistakes. We must take strict precautions in the future to avoid mistakes.

3. Learning experience

As a business place under a public institution, the hotel has its own unique advantages. From the management system to the scale of development, it has become the best in the industry. Outstanding, the overall quality of employees has also been influenced in the specific atmosphere of the university. Leaders can be far-sighted, develop external markets while considering the interests of employees, and have the concept of knowing the general situation and considering the overall situation. Although this is an emerging The company is a company with vitality and creativity. Every day here, I can see hope. I have indeed learned a lot these days. In addition to learning some basic skills and service knowledge, I have also learned how to be a good person, how to handle my own interests and the interests of the hotel, how to handle the interpersonal relationships between colleagues, and how to be a good person. After adjusting my mentality, I learned that as a waiter, I should have a strong sense of service. When chatting with a department manager, the manager mentioned service awareness. I strongly agree with his point of view: "Service awareness not only requires waiters to have the concept and desire to provide quality services to guests, but also should have the same attitude toward their colleagues." Awareness. ”

4. Rationalization Suggestions

The development of things has two sides. As an emerging enterprise, it will definitely show its weak side under the impact of the wave of market competition. Conflicting problems will arise. As long as we find a way to solve the problem, we will reach a higher level. Competition is also the biggest driving force for the development of enterprises. The key is to master the skills of competition to avoid competition, enhance the awareness of innovation, and have the courage to break traditional concepts. The business concept and management innovation gradually move closer from market-oriented to people-oriented management mechanism

to create a brand enterprise with great characteristics.

5. Plans for next year

The honor is just an affirmation of the previous work and the motivation for me to work hard to do the essential work. The next step is also a starting point, new goals and new challenges. , there should be a new start. In the next step of work, I will strictly demand myself as an excellent employee, report frequently, study frequently, summarize frequently, and contribute my own strength to the development of the hotel!

< p> A complete summary of the work of hotel room attendants 5

20__ is about to pass. This year is a busy year and a glorious year. With the care and support of superior leaders, the hotel has made great progress in XX Under the correct leadership of the manager, through the concerted efforts and diligent work of all employees, great achievements have been achieved. The occupancy rate has always remained above 90%. The hotel's performance has reached new highs, and has been recognized by relevant departments in terms of safety, health, service, etc. and unanimous praise from guests. As an employee of the hotel, I have achieved good results through my own efforts. I have been rated as an outstanding employee by the hotel many times and received rewards. I mainly do my job well from the following four aspects.

1. Respect leadership and obey orders.

In daily work, we must deeply understand the leader's intentions, accept the leadership, obey the arrangements, and do as the leader requires. Do not shirk or argue, do not play tricks, work without complaints, and work hard. Be able to treat leaders' praise and rewards correctly without being arrogant or impetuous; be able to promptly correct shortcomings in work pointed out by leaders without giving up. Able to complete the tasks assigned by leaders, he is often praised by hotel and guest room managers.

2. Observe rules and disciplines and provide good service.

Comply with the rules and regulations set by the hotel, never be late, never leave early, go to and from get off work on time, handle the relationship between family and work well, have no leave records throughout the year, and be fully present at work. Strictly follow the work process and leadership requirements to provide good service, so that no dead ends are left when cleaning the room, and it is spotless and neat. When serving guests, be able to use civilized language correctly, be careful, enthusiastic, and patient, and try to respond to the guests' requests as much as possible. If you are satisfied, if you are not satisfied, explain it clearly to the guest and obtain the guest's understanding. During the ward inspection, if it is discovered that hotel items are damaged, check them with the guests in a timely manner. When compensation is needed, state the facts clearly and explain the reasons to satisfy the guests.

3. Unity and cooperation, regardless of gains and losses.

Get along with the hotel staff, be united, help each other, and care for your colleagues. At work, after completing your work, you can help other colleagues in a timely manner, be not afraid of hardship or tiredness, be available when called, and do not be petty. When misunderstandings occur with colleagues, focus on work, communicate well, eliminate misunderstandings, and ** *Do a good job together. In daily life, you should greet your colleagues when they are sick. When your colleagues are sick, you can call them in time to greet them and visit them in the hospital. When your colleagues have something to do at home, you can help them in a timely manner after getting to know them clearly, so as to enhance friendship and promote work.

4. Learn with an open mind and strive to improve.

Although I have been working in housekeeping for seven or eight years, I pay attention to the basic skills and safety training organized by the hotel every time.

I pay attention to it in my thoughts and be proactive in my actions. Make sure your ears, eyes, mouth, heart and hands are present. Take notes when studying, listen carefully, ask if you don’t understand, study in time when you get home, and deepen your impression. At work, think carefully and apply it correctly. If you don’t understand or don’t know, ask your boss or colleagues to help you understand. Leave no blind spots and bring your service level and personal quality to a new level.

Existing deficiencies and problems:

1. Sometimes the work enthusiasm is not high, not very active, and there is a phenomenon of procrastination. Sometimes there are many check-outs, time is tight, the room is not cleaned carefully, and there are still some things left out. During ward rounds, there are many supplies, and sometimes people forget to register, causing losses to individuals and units.

2. The service level needs to be improved. Civilized and polite expressions are rarely used, the attitude is blunt, and the initiative is lacking.

In the new year, with the care and support of superior leaders and the correct leadership of a certain manager, I will do my job seriously, strive to improve my service level, unite my colleagues, and be proactive , be able to be obedient, serve, and learn, and work together with all hotel employees to unite, coordinate, and work together to make the hotel prosperous in the new year, with performance improving by leaps and bounds, and achieving greater success again.

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