1. Standardize the terms of service of each district and post, and improve the quality of customer service. In order to reflect the professionalism of hotel staff, in 2004 1 month, in view of the nonstandard and inconsistent service terms of all posts in our department, our department called on all districts to collect the service terms of all posts in this area, and then bound them into a book as a language guide for our communication with guests, and also as a teaching material for our training of new employees. Since the implementation of standardized terms of service, the communication between employees and customers in our department has improved significantly. However, in the later period, many employees were lax about this, and they were not strict with themselves, showing signs of returning to nature. This is also a pity, but it is good to persist, and it is important to look back on the past and learn new things. Our department will intensify supervision and inspection. 2. In order to ensure the quality of room sales, strictly implement the "three-level rounds system". The hotel's main income comes from guest rooms, and it is engaged in guest room work. The first thing to do is how to make the guest room sell a qualified product, including room hygiene, facilities and articles. In order to effectively improve the qualified rate of room quality, our department strictly implements the "three-level ward round system", that is, employee self-inspection, foreman survey and supervisor spot check to ensure that omissions are minimized, and rework sheet analysis and supervisor ward round are also added. 3. Implement the first inquiry responsibility system, which requires front-line positions such as the front office, switchboard and service center to master a large amount of information, such as traffic information, travel information and telephone numbers of important units. , as well as the flexibility of employees to handle things and the ability to solve customer service needs. The first question responsibility system is that all preparations have been made before it is formally implemented, requiring all posts to collect information extensively, strengthen training and study, and expand their own knowledge in order to better provide services to guests. Since this year's 1 month first question responsibility system was formally implemented, the work has made great progress compared with last year. Last year, there were many incidents that made guests angry and complained because of the delay in changing services. This year, there were none. 4. Carry out technical training, cultivate technical experts, and effectively improve the practical level of computer room staff. In order to do a good job in guest room hygiene and service, the housekeeping department began to carry out technical training activities for employees on off-season floors in August this year to assess and evaluate their skills in room cleaning and rounds. It is found that the operation of employees is very irregular and unscientific. In view of the existing problems, the district leaders held a special meeting to analyze the existing problems, retrain employees and correct their bad operating habits. Through the inspection, certain results have been achieved, which improves the sanitary quality of the room and reduces the phenomenon of overtime rounds. 5. Establish a "ward round-free system", give full play to the backbone role of employees, and let the foreman have more time and energy to focus on management and employee training. In order to let employees have a deeper understanding of room work and strengthen their sense of responsibility, in June this year, 5438+ 10, the housekeeping department signed an agreement on ward round exemption with the backbone employees of each team, allowing employees to conduct self-examination and self-correction, let employees participate in management, and take charge of shift work during the foreman's vacation, which fully reflected their own values and the trust of the hotel, and made employees more enthusiastic about their work. So far, none of the four people who applied for exemption from ward rounds made a big mistake in their work. In this way, the workload of the foreman's rounds is reduced, and more time and energy are spent on the management and training of employees, which really plays the role of a grass-roots manager. 6. Carry out various "interest classes" to enrich employees' spare time life, thus improving employees' quality. In the past two years, with the continuous expansion of the customer structure of our store, there are often some overseas delegations, such as Japanese delegations and teams from some Southeast Asian countries. The language communication barrier with guests has become the biggest problem for us to serve foreign guests well. In order to keep pace with the times, we have set up a "foreign language interest class", which uses interns who come to the store to practice foreign languages to train employees in daily (English and Japanese) aspects. Considering that the hotel business floor has added computers and opened network cables, employees are not familiar with computers. At the same time, we have set up "computer classes" and "art classes", which on the one hand reflect the value of employees with special skills in the hotel, on the other hand increase their knowledge and enrich their spare time. 7. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the hotel and the department with the highest cost. In line with the concept that saving is to create profits, our department calls on all employees to start from themselves, from scratch, and put an end to all waste. At the same time, in the skill assessment of employees, energy conservation is also taken as an assessment item, with the purpose of strengthening employees' awareness of energy conservation, which is mainly manifested in the following aspects: ① Housekeeping Department has been asking employees to recycle disposable low-value consumables, such as toothpaste, toothbrushes and consumables. (2) Every morning, it is required to turn off the crossing light returning to the floor and turn it on after six o'clock in the middle shift; Unplug the power card after checking out; The room air conditioner was turned on before the guests arrived in advance, and so on, which saved a lot of electricity for the hotel. (3) In order to control the cost of goods, the guest room property management makes a reasonable division of goods recipients in each district according to the budget indicators issued by the hotel to the departments. Each district applies for a quota of goods every month, and the goods received shall not exceed 85% of the quota. If it is really necessary to exceed the quota due to work needs, it can only be collected after the instructions of the department manager, and the responsibility for collecting the guest items lies with the people. 8. Adhere to departmental assessment and strive to create a good working atmosphere for employees. Under the guidance of "Excellent Employee Selection Scheme", the department insists on selecting five excellent employees every month, and each employee will be rewarded with 30 yuan, which will be published in internal information, so as to stimulate the enthusiasm of employees, fully mobilize their initiative and consciousness, and form a benign competitive situation of encouraging the advanced, urging the backward and avoiding doing well. In order to make the management of housekeeping department more standardized and innovative, give full play to the real management level of the foreman, and take the initiative of the team staff as the main purpose. In June this year 165438+ 10, the long-simmering "housekeeping team evaluation scheme" was implemented. Through the appraisal, some advanced teams and groups stand out, and some people who muddle along in the team no longer have a place to live, no longer stick to the rules, but catch up. Publish the team evaluation results every month, so that the foreman and employees of each team can understand their team's achievements and rankings more intuitively. After a month's operation, the expected effect has been achieved. 9. Greening the surrounding area and trying to dress up a perfect face for the hotel. Our department has comprehensively transformed the "shop emblem green belt" at the main entrance of the hotel, the outer wall of the beer garden, and the side doors of the B building and the C building. * * * 500 Huang Jinmei plants, 300 seven-picked hibiscus plants, 200 murraya plants, more than 65,438+0,000 perpetospermum plants, 65,438+02 sisal plants and 65,000 papaya plants have been planted. 10. Establish engineering maintenance files and track the maintenance status of guest rooms. Since the beginning of this year, the service center has established engineering maintenance files to record some special maintenance items, which is convenient for tracking and understanding the maintenance status of the room in time, thus ensuring the integrity of the facilities and equipment in the room for sale more effectively, and at the same time better understanding the operation status of the facilities and equipment in the room for a period of time. 1 1. Organize the internal audit of the department, so that the housekeeping department can gradually approach the ISO-900 1 quality management system. Since the hotel implemented the ISO-900 1 quality management system, our department has resolutely implemented it, requiring all branches to formulate their own "annual quality objectives" according to the "quality objectives" of the hotel and various departments, and make a summary according to the monthly service situation. I conducted two internal audits in April and June, the main purpose of which was to check whether the work of each division was carried out seriously according to the requirements of ISO quality management system, and to prepare for the hotel certification. The audit passed the first meeting, and the purpose, basis and scope of the audit were determined. The internal auditors were divided into two groups for cross-audit, and unqualified reports were issued for those who failed the audit, and rectification was made within a time limit. Two internal audits * * * found 63 nonconformities, all of which have been rectified. By organizing and implementing such activities, it is an exercise for the internal auditors of our department, and it is also a test of whether the housekeeping department works in accordance with the procedures of the operation manual. In the process of combining theory with practice, we feel that there are loopholes and irregularities in some operating procedures, which are not suitable for the current work. If it is not modified, it will have adverse consequences. In June this year, the housekeeping department revised the key management regulations again. At the same time, there are some working procedures that we have not considered. In view of this, according to its own business development, the front office department has added the reception room regulations, the matters needing attention in room arrangement, the vacant room management system, the scanning service working procedure and the room expansion working procedure, and the distribution center has added the guest clothes inspection procedure and the handling of special matters in guest clothes service. The revision and promulgation of the above working procedures will make the housekeeping department ISO-900/KLOC. 12. standardize the message service, so that guests can feel our professional management level and hotel service level. The service is reflected in the details. A small message letter, written properly and full of enthusiasm, will leave an unforgettable feeling. In the past, the message format and politeness in our department were not uniform, and different people left messages in different ways for the same thing. In order to standardize our message service, people at the front desk and service center focused on how to make the message service better this year, and finally formed a unified writing model. When leaving messages to different guests, they can be consistent. Maybe the guests don't know this, but only we know our progress. 13. Change the previous way of opening beds and make our service more personalized and humanized. On the basis of opening night beds in the past, we put our own weather forecast cards and some warm reminder cards on the beds of our guests. For example, during Europe, the Olympic Games, and the Happy Festival, we sent some program trailers of the day to our guests, which provided convenience for their daily life and travel in the store and were praised by them many times. In a word, it has always been our goal to provide customers with services that exceed their expectations. To this end, we call on employees to be caring people, pay attention to observing the living habits of guests, and master more detailed information of guests, including where they come from, the purpose of coming, nationality and so on. , to provide targeted services. At the same time, service innovation needs divergent thinking and understanding what kind of service can impress guests. Although the work we did in 2004 has been improved compared with previous years, there is still a long way to go to innovate services. 14. increase the price of a single room, increase the sales revenue of the room, and implement all sales plans at the front desk. In order to expand the individual market and promote the sales of business rooms, the front office department put forward a plan to increase individual sales, which was supported by the store leaders and officially implemented in September this year. Because this sales method directly links the sales performance of the receptionist with the bonus, the enthusiasm of the employees is very high. Up to now, it has successfully increased the individual sales for the hotel 1.8 million yuan. 15. Make sure the check-out is timely and accurate. Ensuring the timeliness and high accuracy of ward rounds has always been a major difficulty in our department. If it is not done well, it will not only leave a bad impression on the guests, but also bring economic losses to the hotel. Through continuous exploration, according to the hotel's characteristics of mainly meeting groups and tour groups, in the absence of exact check-out time, we will take the initiative to find the relevant person in charge or ask the switchboard if there is a wake-up time to find out the wake-up time of the guests, then calculate the check-out time of the guests, make personnel arrangements in advance, and every time we receive a notice of large and concentrated check-out the next day, the middle shift staff will take the initiative to stay with the night shift staff and continue the work of the day. The work is very hard, but it avoids the guest complaining about the long check-out time and ensures the timely and accurate rounds. The employees didn't complain. According to statistics, the timeliness and accuracy of checking out this year have been significantly improved compared with last year. However, some problems in the check-out did not agree with the previous receipt, but we will continue to work hard in line with the principle of safeguarding the interests of the hotel. 16. Cooperate with ZJS to provide customers with more convenient and efficient mailing and luggage consignment services. At present, more and more businesses are entrusted to us by customers through email. In order to make this business more convenient and fast, and meet the needs of customers, our department cooperates with Haikou Branch of Guangzhou ZJS Express Company to set up an agency at the front desk to handle various mailing and consignment services for customers. Since the signing of the agreement on 10 at the end of June for one month, the effect has been obvious, and it has also increased an extra income for the hotel. 17. Advocate environmental protection and create green hotels. Advocate environmental protection and create green hotels. At the beginning of this year, our store put an "environmental protection card" in the guest room, which means that if guests need to change their bedding, they will put the "environmental protection card" on the pillow or bed; Putting an environmental protection basket in the bathroom is also the same meaning, saving water and energy for the country and saving 24 thousand yuan for the linen washing fee for the hotel. 2. In 2004, due to various reasons, many tasks were still planned, but they were not completed. They are: 1. Using cloth laundry bags instead of plastic laundry bags ran aground. From the perspective of environmental protection and economy, it is planned to replace all guest rooms with cloth laundry bags this year. At first, it was made of discarded sheets, but it was not durable and beautiful. If you buy a new cloth laundry bag, you will have a big one-time investment. 2. The guest supplies on the business floor have not been changed. In order to improve the level of business rooms, the hotel has renovated its business floors, and the guest supplies prepared in the renovated rooms are still old-fashioned. Originally, from the perspective of modern hotel development trend and economy, but without losing the standard of guest supplies, such as replacing guest shampoo and shower gel with boxed extrusion, this plan ran aground because of the price. Due to frequent personnel changes, the skill competition was only held in Housekeeping Department. 4. Some hotel uniforms have not been changed. According to the plan, employees' uniforms in front-line departments such as catering, housekeeping, sales and security and second-line departments of the engineering department will be replaced this year. Unfortunately, due to the hotel's financial problems, only the chef's clothes and welcome clothes for catering, the receptionist's clothes, luggage clothes and business center clerk's clothes for housekeeping department, the sales representative's clothes and clerk's clothes for engineering department were replaced, and the rest positions were not changed. 5. The facilities and equipment maintenance plan has not been put in place. According to the work plan, this year's large-scale maintenance plan is implemented in the off-season. Although all districts in our department are doing small-scale equipment maintenance, such as the maintenance of lobby floor, the polishing of stainless steel products in guest rooms, the cleaning of toilet water tanks, the descaling of hot water bottles and so on. Due to the extensive cleaning and maintenance scope of the housekeeping department and various facilities and equipment, this is still not enough. However, due to historical reasons, our department owed employees a total of 65,438+0,562 days of leave at the beginning of the year. If it is not solved, it will bring work mood to employees and bring economic losses to the hotel. Therefore, our department has stepped up arrangements for employees to take compensatory time off in the off-season. At present, our employees' accumulated leave is only 297.5 days, which costs 1 264.5 days. Third, the shortcomings in work and experience. 1. The number of "Please clean immediately" signs is not enough, which makes it impossible to inform the waiter in time when the guest asks for cleaning; There is no special place to store rings and ornaments when guests wash their hands, which is easy to lose. 2. Staff training is limited to districts and departments, hoping to get more professional and higher-level hotel talents for training. The 3.IC card printing system is aging, which reduces the efficiency of the receptionist. 4. Poor health and epidemic prevention, unprofessional, and unsatisfactory prevention and control of "four pests". 5. The maintenance of surrounding plants is not in place, the indoor display is uncoordinated, and the varieties are monotonous. 4. In 2004, * * * received more than 200 meetings, sold 78,234 rooms, received 150538 person-times, and received 58 letters of comments from guests, including 24 letters affirming the facilities and service quality of our store, 34 letters giving opinions or suggestions to our store, 30 letters of commendation from guests and 20 letters of effective complaints. No matter what comments or favorable comments the guests give us, as long as we pay attention to them and treat them correctly, they should be inexhaustible wealth for us hotel guests. In the coming year 2005, we will set sail again and embark on a new journey.