Summary of the work of the enterprise service manager
Summary of the work of the enterprise service manager. Through summary and planning, we not only saw the existing problems, but also saw the new direction of our work. How to write a good work summary? Below is a sample summary of the work of an enterprise service manager that I compiled for you. Welcome to read! Summary of the work of the corporate service housekeeper 1
1. The work situation of the housekeeper department in 20**
1. Operating income.
As the front-line operation and service department, the guest room always takes creating a clean, comfortable, quiet and warm rest environment for guests as its top priority. In 20**, 10,603 individual rooms and 8,408 group rooms were occupied throughout the year, with an occupancy rate of 54.8%. (The occupancy rate was 67% in 20** and 77.6% in 20xx.) The courtyard house had 226 guests throughout the year (252 times in 20** and 236 times in 20xx), and the occupancy rate was 34.5%. Reception meetings are held throughout the year. In order to provide convenience to guests and increase profits, the managers of the housekeeping department produced fruit plates worth 88,535 yuan throughout the year, with a cost of 54,204 yuan and a profit of 34,333 yuan, a profit of 38%.
2. Service first, quality first.
In 20**, the guest room successively received the Provincial University Student Games, important leaders and meetings, ensuring the smooth completion of the government affairs reception of our park. At the same time, it also strengthened its services to business customers. This year, it received business meetings such as travel agencies, home appliance sales, Yinael beauty salons, and socially influential conference services such as entertainment stars staying in courtyards. The wedding rooms in courtyards were promoted as a focus. Improved the cash utilization rate of Siheyuan.
Always adhere to mobile management and integrate it with service work. First of all, we should increase the supervision of the hygiene quality of guest rooms to ensure that each rental room is kept in the best condition and implement a level-by-level responsibility system: employees are responsible for the rooms they clean; the foreman must check the hygiene quality and equipment of the rooms on the floor under his jurisdiction one by one. Strict inspection; the manager conducts comprehensive supervision and inspection of the rooms cleaned by each employee; resolutely prevent guest complaints caused by hygiene quality issues from affecting the hotel's reputation. It is also emphasized that rooms must be cleaned on the same day when checking out. Ensure that the profit of non-storable room resources is maximized. And based on the day's ward rounds records, a hygiene plan for the next day is made, and the guest rooms are cleaned and maintained in a targeted manner to improve the hygiene quality of the guest rooms and the service life of the guest room equipment and facilities.
The department has a strict meeting system before and after work, and insists on solving small problems in a timely manner without leaving the night. In terms of employee training and management, we should proceed from reality. When employees have problems at work, we will help them analyze the causes of the problems, find solutions, and explain them in regular meetings to avoid the same problems from recurring at work.
3. Pay attention to training and build image.
In order to adapt to the rapid changes in the hotel industry, learning hotel service knowledge is a required course for each of us. Every quarter, the department will formulate training plans and training assessments based on actual conditions to improve the service level of guest rooms. Usually, problems in daily work are explained as cases in morning meetings, so that the training can be integrated into the work so that employees can memorize it and avoid problems. Provide individual explanations to new employees and provide guidance at any time when they encounter problems so that they can adapt to work faster.
In 20**, quantitative hygiene supervision and assessment levels began to be implemented for public health places. In order to improve the quality and build the brand image, under the instructions of Mr. Chen, the housekeeping department renovated the two small single rooms 2223 and 2317 into dedicated linen rooms and disinfection rooms, and formulated various related systems and standards. After the assessment and acceptance, they won the "A-level unit for health credibility in public places".
In the annual Samsung review, it successfully passed the review.
During this year, many employees in the housekeeping department actively contacted the guests after picking up items left by guests, and promptly handed over their mobile phones, money and belongings to the owners. Conference room staff Guo Suping and Hao Liying worked overtime to prepare for the meeting. Wang Huayu obeyed the arrangements and was mobilized at any time. They worked hard and never complained. As an old employee and eldest sister, Peng Qiao is always worried about the work of the housing center.
4. Improve the quality of guest rooms and ensure the quality of hardware.
Under the guidance of the park leaders, the department has successively replaced all quilts in the guest rooms this year, and replaced 50 mattresses in the spring. In view of the guests' complaints about the dirty bedside cloth in the room, we led the guest room staff to modify the bedside cloth into leather cloth, which facilitates cleaning and improves the overall beauty of the room. This year, 19 guest rooms in Juxian Building will be renovated, and the room rates will be unified across the park. The function room was renovated in the spring. In order to carry out daily engineering maintenance work, we check in advance, communicate in time, and track maintenance to ensure that the guest room rental will not be affected by the engineering room.
5. Control material consumption, increase revenue and save money.
While strengthening employees' awareness of conservation and advocating the control of waste of water, electricity and other energy, this year we insist on sending small items out of the warehouse by region, assigning responsibilities to each person, and accounting every month. Under the guidance of Mr. Chen, the bottled shampoo and body wash in the room were replaced with large packages of shampoo and body wash. Recycle combs, clean, disinfect and repackage them to save costs.
Recycle and save wedding room decoration supplies and wedding supplies left by guests for multiple uses to increase income and save costs.
6. Participate in group activities in the park to enhance team spirit.
Actively lead department employees to participate in various activities held in the park, achieve excellent results, and enhance team spirit. The athletic stewardship department achieved good results in both the spring and winter seasons. At the same time, we will cooperate with the general office to make preparations to ensure the smooth progress of the event.
2. There are problems at work.
1. The quality of service needs to be learned from high-level personnel and the quality of personnel needs to be further improved. In particular, conference reception and VIP reception procedures need to be standardized and require further training.
2. The storage and collection of small items and cleaning supplies need to be strictly controlled in terms of standardization and institutionalization.
3. The next three steps of the work plan
1. Cooperate with the Quality Supervision Department to strengthen training in terms of personnel quality and service quality, improve service quality, and standardize service quality and humaneness change. From etiquette and courtesy, practical operations, one by one specific training, to achieve a standardized level. From etiquette, politeness, and practical operations, one specific training to achieve a standardized level, so that every person can be transferred to another position at any time, and everyone can be in any position. Go to work.
2. Continue to strengthen guest room hygiene management, and achieve "self-examination by employees, inspection by ministers, and random inspection by managers" without any carelessness. Employee self-examination includes hygiene and maintenance of facilities and equipment. Ministers must enter and inspect guest rooms, guest rooms, and vacant rooms every day, and have inspection records. Managers randomly inspect at least 20 rooms every day and keep inspection records. The director or manager of the long private room must check in every day.
3. Develop a regular inspection system for hardware (hot and cold water, air conditioners, TVs, lights, electrical switches), etc. to avoid unexpected accidents. Weekly managers and ministers jointly inspect room facilities and equipment for sanitation.
4. Strengthen the management of storage in warehouses and disinfection rooms, strictly control scrap standards, and save expenses. The above is my work report on 20xx and my work plan for 20xx. In the new year, I ask all leaders and colleagues to continue to supervise and help my work. We hope that our efforts will lead to more gains and achievements. Summary of the work of corporate service stewards 2
With the influence of national policies and economic conditions in 20**, the hotel industry is facing increasingly severe tests, and competition between industries has become increasingly fierce. In the past six months, , our housekeeping department, under the correct guidance of the group company, with the care and support of the hotel leaders, with the hard work of the employees, and with the close cooperation of various departments, we made timely changes, adapted to market demand, and achieved good results. The following is a summary of the work in the past six months:
1. Establish and improve the department regular meeting system and implement the work
Regularly hold department staff meetings and department managers The meeting strengthened communication and cooperation among the entire department staff. The housekeeping department holds a staff meeting every month. Employees in the entire department sit down together to summarize the work of the previous month, arrange and plan the work for the next month, report on problems that arise, and review the company's new regulations and policies. Communicate departmental requirements. In addition, regular meetings of housekeeping department managers are held every Friday. Each manager reports on the problems found in the area he is responsible for each week. The department manager records all problems and arranges their implementation.
2. Strictly implement the ward rounds system to ensure product quality
Due to geographical reasons, the hotel has a small immigrant population and serious staff turnover. New employees cannot interact with other employees as soon as possible after entering the department. Integration, lack of group awareness, and lack of correct guidance from grassroots managers. Based on these factors, the department launched a series of internal rectifications. First, it started with the mentality of old employees, and did more ideological education work to make the old employees more in-depth. Realize the role they play in the hotel and the department, so that the old employees can understand the importance the hotel and the department attach to them, so that they can lead the new with the old. In addition, in the continuous sorting out complaints, they have discovered Another factor in the problem lies in the over-service and lack of friendly service by the department staff, which either makes the guests feel bored or makes the guests unable to realize that the hotel attaches great importance to the guests. It goes to two extremes and fails to make the guests feel at home. The department A series of department and team trainings were carried out, and coupled with the personal experience of the management staff, the deterioration of this phenomenon was avoided and improved in the later period.
Hygienic quality is the lifeline of guest rooms. No sloppiness can occur in any aspect of the department. Guest rooms continue to adhere to the three-level ward rounds system and have been continuously improved under the continuous guidance of hotel leaders.
In the first half of the year, the hotel's room occupancy rate and occupancy rate were relatively high overall. Under this circumstance, the daily room renewal request for urgent cleaning was relatively early. In addition, the daily check-in time of the guests was also very early. In order to The front desk provides rental rooms in a timely manner, so the guest rooms are almost kept in a state of "rushing for rooms", and the floors have been short of staff for a long time. Even if these objective factors appear, the department is still in the hotel With the tolerance and trust of the leadership, corresponding adjustments were made in a timely manner, such as: arranging for PA team personnel to be supplemented; delaying employees' work and off work to fill vacancies in special time periods, hiring external hourly workers, and managers to compete for housing, etc., which further improved the performance of the company. The spirit of unity and cooperation allowed us to be on call and help each other, thus keeping the lifeline of the guest room.
3. Pay close attention to employee training and effectively improve the practical level of department personnel
Strengthen the quality training of personnel and strive to improve service quality. Due to various reasons, the turnover of guest room staff in the housekeeping department is quite large, and there are many new employees who are not familiar with the business, which causes considerable difficulties in management and greatly inhibits the quality and improvement of service. In response to this problem, we have conducted comprehensive system training for our employees, from appearance to etiquette, from entry standards to cleaning quality, from theory to practice, and we have taken the trouble to teach them repeatedly until they can operate independently. The department has formulated an internal training plan based on the actual situation. New employees are given induction training when they join the company. They are trained on basic knowledge, work processes, standard requirements, and etiquette. Then they are assigned to work and business skills are arranged based on the mastery of each employee. Excellent senior staff guidance enables new employees to enter their roles faster and better. At the same time, we increase the training of old employees and formulate targeted training plans every month based on the current employee status, problems and other aspects. Conduct training to enable employees to continuously improve and apply the knowledge they have learned.
In daily work, the problems that arise will be reviewed at the regular meeting before class, and they will be analyzed and corrected in a timely manner. Through various trainings, new employees can understand the job requirements and learning objectives from the beginning, so that old employees can find gaps and make up for their shortcomings through comparison, thereby improving employees' awareness. For employees with outstanding performance at work, the department commends and rewards employees in various forms, and uses the group's technical competition as a starting point to carry out department skills competition activities, so that employees can create a good working atmosphere of diligence, rigor, competitiveness, and care. It improves the employees' personal qualities and business skills, and refreshes their mental outlook. It also enables the department's work to be carried out in an orderly manner, and all reception work can be done well. In addition, we have stepped up training for the housekeeping center, because the housekeeping center is the hub of the hotel, and every phone call and every detail can reflect the hotel's image and service quality. We have conducted one-on-one intensive training and follow-up supervision on a series of services including answering phone calls, guest service, handling leftover items, and checking out, emphasizing the importance of their positions and eliminating many bad factors. bud.
4. Start from scratch, increase revenue and reduce expenditure, reduce costs and increase efficiency
Reducing costs, reducing expenses, and compressing expenses are a task that our guest room department has always implemented. From the reasonable arrangement of personnel to the purchase and distribution of consumables, we are strictly controlled to ensure unnecessary expenses. At the same time, this year we require employees to turn off air conditioning and lighting in time when cleaning the room to ensure unnecessary waste. Strengthen the scrapping and replacement procedures for cotton products. Saving expenditures also cultivates employees' awareness of economic and environmental conservation. To this end, the department has formulated a management system for equipment and supplies, clearly stipulating the specific responsibilities of department employees to ensure reasonable use. For example, guest rooms recycle unused high-end bath liquids used by guests and send them to the housekeeping center for processing and reuse; in summer, they try to turn on the air conditioner after guests arrive, and they usually draw blackout curtains to lower the room temperature to save in various aspects; Adjust floor lighting and turn off some spotlights appropriately. At the same time, the department has also formulated strict systems for the use of electricity, water, and gas, and conducts inspections at all times to check whether the facilities and equipment in each area are normal and eliminate waste.
The laundry room does its best to reduce costs while ensuring the quality of work and not affecting customer service. In the process of ironing linens, we use a centralized ironing method to minimize steam. use time, and formulate and implement a steam shutdown signature system to reduce the burning time of steam boilers in the boiler room, achieve the purpose of saving natural gas, and contribute to energy saving and consumption reduction of the hotel engineering department. When washing guest clothes, we also sort them first, and then wash them together according to the color and fabric of the clothes. This can also save the consumption of water, electricity, gas and detergent. Secondly, when using detergent, use it according to the prescribed amount, adopt the method of weighing and looking at the scale, which can avoid unnecessary human waste to a large extent, and adopt the method of classifying first and then washing in a concentrated manner when washing items. , put all the items that can be washed together on the day as much as possible, so as to avoid starting the machine when it is not full, saving a lot of water, electricity, and steam to a great extent, saving a drop of water, The consciousness of saving one kilowatt hour of electricity has gradually formed in the consciousness of laundry room employees.
5. Establish equipment maintenance files, track guest room maintenance status, and ensure that equipment and facilities are intact and effective
The maintenance and upkeep of facilities and equipment are the basis for improving hotel efficiency and long-term development.
Therefore, when it comes to the maintenance of facilities and equipment, the housekeeping department strictly implements the facilities and equipment maintenance regulations, regularly flips mattresses, regularly waxes and maintains furniture, and strictly operates and uses cotton fabrics, room electrical appliances, and facilities and equipment in correct ways to extend their service life. Especially for the maintenance of carpets, the housekeeping department attaches great importance to it and requires employees to do "spot" cleaning in time whenever they find spot stains on the carpet during their daily work. This will not only reduce the number of times the carpet is washed, but also Maintain overall carpet hygiene. Regarding the overall upkeep and maintenance of the room, we inspect the facilities and equipment every day and report problems for repair and acceptance in a timely manner, and draw up a special maintenance report account for future reference. In the first half of the year, air conditioning and exterior wall cleaning were completed, and several important maintenance activities are ongoing, including polishing and polishing marble and repairing peeling paint on furniture. The completion of these tasks ensures the normal operation of the hotel to a certain extent.
6. Promote the implementation of department performance appraisals and strive to create a good working atmosphere
The foreman is an important executive level in the implementation and supervision of appraisals. This year, under the guidance of the department and the hotel, the housekeeping department has refined and quantified the work content of the department's positions, and formulated a relevant salary assessment plan.
The formation of this plan is not only for the assessment of employees’ salary grades, but also to form a comprehensive and objective evaluation of employees’ work conditions, work quality, etc. based on the assessment results. Moreover, this kind of evaluation can play a guiding role in the management work of the department. Regarding assessment, department foremen and supervisors are important assessment execution levels, which are directly related to the accuracy of assessment results. In the work of the coming year, the department will pay more attention to the assessment process and understand the assessment execution process, progress, employee opinions and problems that arise. And before the assessment, the ideas, requirements and purposes of the assessment plan are communicated in depth with the foreman and supervisor, so as to deepen the executive level's understanding of the assessment plan and process, so that they can fully grasp the key points of the assessment during the implementation process, and reduce errors that occur during the implementation process. deviation to make the assessment results fair, just and open. Only in this way can the assessment truly play a role, using the assessment to summarize the results and turn the results into work effectiveness to provide guidance for department management.
7. Enrich guest room products and find ways to increase revenue
The department also actively brainstormed and brainstormed to enrich mini bar products to meet the needs of guests, and adjusted the mini bar drinks in the room. According to the hotel's customer base, the floor where the minibar is placed has been adjusted, and some of the varieties of items sold in the minibar have been added. This ensures that this service is provided to guests while also better controlling the cost of the minibar.
8. Insufficiencies:
1. Meticulous hygiene needs to be strengthened.
2. Equipment maintenance needs to be further strengthened. According to the work plan, this year’s maintenance plan is being implemented in all areas, such as polishing stainless steel in guest rooms, cleaning toilet water tanks, descaling hot water kettles, and telephone cups. Disinfection, cleaning of carpets, flipping of mattresses, etc. However, due to the wide range of cleaning and maintenance of the housekeeping department, there are many types of equipment and facilities. Due to the legacy of the project, carpets, room shower room glass, marble floors, bathroom floors Maintenance work such as decontamination has not been completed, and we will continue to follow up on this work in the second half of the year
3. The quality of the workforce is not mature enough, the employees are highly volatile, there is a lack of employees with skilled business skills, and the department team has not been formed. Ladder construction.
4. Insufficient maintenance of green plants.
5. Lack of communication skills in customer service. Especially the middle and night shift staff are not tactful enough when communicating with guests. Improper use of language often leads to complaints from guests.
6. The overall safety awareness and fire protection awareness of employees are not strong enough, and improvements in this area must be strengthened.
7. There is a lack of floor personnel.
9. Work plan for the second half of the year:
1. Strengthen training and improve service quality and product quality.
2. Strengthen the maintenance of equipment and facilities to ensure they are intact and effective.
3. Cultivate the department’s work style, form a good working atmosphere, and ensure the stability of personnel.
4. Brainstorm ideas, enrich products, and increase revenue.
5. Pay attention to the training of core personnel and implement the succession plan.
6. Cooperate in the five-star evaluation of the hotel.
Through summary and planning, we not only saw the existing problems, but also saw the new direction of our work. Facing the past and counting the experiences and lessons, we hope that under the leadership and guidance of the hotel management team, we can meet new challenges with a new look, and through our own efforts, we can further improve department management and service levels, and stabilize the department's workforce. , improve the service quality of the department, and grow and progress together with the hotel.