Summary of the work of enterprise service housekeeper, through summary and planning, we not only see the existing problems, but also see the new direction of our work. How to write a good work summary? The following is a summary essay on the work of corporate service housekeeper compiled by me for you. Welcome to read!
Summary of the work of corporate service housekeeper 1 the work of the housekeeper department in the first and twentieth years.
1, operating income.
As a front-line business service department, the guest room always takes creating a clean, comfortable, quiet and warm rest environment as its primary task. In 20** years, I checked in 10603, with 8408 groups, and the occupancy rate was 54.8%. (The occupancy rate is 67% in 20** years and 77.6% in 20xx years. There are 226 residents in Siheyuan (20 * * 252 times, 20xx 236 times), and the occupancy rate is 34.5%. Receive more than one meeting throughout the year. In order to provide convenience for guests and improve profits, the fruit bowl made by the manager of the housekeeping department is worth 88,535 yuan, with a cost of 54,204 yuan, a profit of 34,333 yuan and a profit of 38%.
2, service first, quality first.
In 20** years, the guest room received the provincial university sports meeting, important leaders and meetings, which ensured the smooth completion of the government reception in our park. At the same time, it also strengthened the service for corporate customers. This year, we received business meetings such as travel agencies, home appliance sales, Inel beauty clubs, and social influential conference services such as entertainers staying in quadrangles, focusing on promoting wedding rooms in quadrangles and improving the cash utilization rate of quadrangles.
Always adhere to the combination of management and service. First of all, strengthen the supervision of the sanitary quality of guest rooms, ensure that each rented room is in the best state, and implement the responsibility system step by step: employees are responsible for the rooms they clean; The foreman must strictly check the sanitary quality and equipment of the rooms on the floors under his jurisdiction one by one; The manager knows the room cleaned by every employee like the back of his hand.
Supervision and inspection; Resolutely put an end to guest complaints caused by sanitary quality problems, which will affect the reputation of the hotel. At the same time, it is emphasized that the rooms returned on the same day must be cleaned on the same day. Ensure the maximum profit of non-storable room resources. And according to the record of the day's ward round, make the next day's planned sanitation, clean and maintain the room in a targeted manner, and improve the sanitary quality of the room and the service life of the room equipment and facilities.
The department strictly implements the system of pre-shift meeting and post-shift meeting, and insists on solving minor problems in time. In the training and management of employees, starting from reality, employees have problems at work, help employees analyze the causes of the problems, find solutions, and explain them at regular meetings to avoid the same problems from happening again at work.
3, heavy training, tree image.
In order to adapt to the rapid changes in the hotel industry, learning hotel service knowledge is a compulsory course for each of us. Every quarter, the department will make a training plan and training assessment according to the actual situation to improve the room service level. The problems in daily work will be explained as cases at the morning meeting, so that the training can be dissolved in the work, so that employees can memorize them and avoid problems. Explain to new employees separately, and guide them at any time when they encounter problems, so that they can adapt to work faster.
20** years, public health places to implement quantitative health supervision and evaluation level. In order to improve the quality and shape the brand image, under the instruction of Mr. Chen, the housekeeping department transformed two small single rooms, 2223 and 23 17, into special linen rooms and disinfection rooms, and formulated relevant systems and standards. After inspection and acceptance, it won the "A-level unit of public health credibility".
In the annual Samsung review, it passed the review smoothly.
This year, many employees in the housekeeping department took the initiative to contact the guests after picking up the items left by the guests and handed over the mobile phones and money to the owner in time. Guo and Hao, conference room staff, worked overtime to prepare for the meeting. Wang Huayu obeyed the arrangement, moved at any time, worked hard and never complained. As an old employee and elder sister, Peng Qiao worries about the work of the housing management center everywhere.
4. Improve the quality of guest rooms and ensure the quality of hardware.
Under the guidance of the leaders of the park, all guest rooms have been replaced with quilts this year, and 50 mattresses have been replaced in spring. Aiming at the problem of dirty bedside cloth reflected by guests, the room staff were led to modify the bedside cloth into leather cloth, which was convenient for cleaning and improved the overall aesthetics of the room. The Juxian Building renovated this year has rooms 19, and the whole park has a unified price. This multifunctional hall was renovated in the spring. In order to do a good job in daily engineering maintenance, we check in advance, communicate in time and follow up the maintenance to ensure that the room rental will not be affected by the engineering room.
5, control material consumption, open source and reduce expenditure.
Strengthen employees' awareness of saving, and advocate controlling the waste of energy such as water and electricity. At the same time, this year, we will adhere to the principle that small items will be delivered from the warehouse in different regions, and the responsibility will be assigned to people, and accounting will be made on a monthly basis. Under the guidance of Mr. Chen, the bottled shampoo and shower gel in the room were changed, and a large package of shampoo and shower gel was prepared. Combs are recycled, cleaned, disinfected and packaged for reuse, saving costs. The items arranged in the wedding room and the wedding supplies left by the guests are recycled, which increases the income and saves the cost.
6. Participate in group activities in the park to enhance team spirit.
Actively lead the department staff to participate in various activities held in the park, achieve excellent results and enhance team spirit. Good results have been achieved in the sports housekeeping department in spring and summer. At the same time, cooperate with the general office to make various preparations to ensure the smooth progress of the activities.
Second, there are problems at work.
1. The service quality needs to be further improved. In particular, conference reception and VIP reception procedures need to be standardized and further training is needed.
2. The storage and collection of small items and cleaning products still need to be strictly controlled in terms of standardization and institutionalization.
Third, the next three-step work plan
1. Cooperate with the quality supervision department to strengthen the training of personnel quality and service quality, improve the service quality, and make the service quality tend to be standardized and humanized. From courtesy and practical operation to a specific training, to a standardized level, from courtesy and practical operation to a standardized level, so that everyone can be mobilized at any time and work in any position.
2. Continue to strengthen the sanitary management of guest rooms, so as to achieve "employee self-inspection, ministerial inspection and manager spot check", which cannot be sloppy at all. The self-inspection of employees includes the maintenance of hygiene and facilities and equipment. The minister must enter the room for inspection every day when he checks in, leaves the room and the room is vacant, and keep inspection records. The manager checks at least 20 rooms every day and keeps inspection records. The minister or manager of the long compartment goes in to check every day.
3. Establish a regular inspection system for hardware (cold and hot water, air conditioning, TV, lights, electrical switches) to avoid accidents. Every week, the manager and the minister jointly check the room facilities, equipment and hygiene.
4. Strengthen storage management in warehouses and disinfection rooms, strictly control scrapping standards and save costs. The above is my work report and work plan for 20xx. In the new year, please continue to supervise and help my work. I hope we can get more gains and achievements through our efforts.
Summary of the work of enterprise service housekeeper in 2 20** years, with the influence of national policies and economic forms, the hotel industry is facing more and more severe tests, and the competition among industries is becoming increasingly fierce. Over the past six months, under the correct guidance of the group company, with the care and support of hotel leaders, with the efforts of employees and the close cooperation of various departments, our housekeeping department has made timely changes in line with market demand and achieved good results. The work in the past six months is summarized as follows:
First, establish and improve the system of departmental regular meetings and implement the work.
Regular departmental staff meetings and departmental manager meetings have strengthened the communication and cooperation of the whole department. Housekeeping department holds a staff meeting once a month, and all the staff of the department sit together to summarize the work of last month, make the work plan for next month, report the problems, and convey the new regulations of the company and the requirements of the department. In addition, a regular meeting of housekeeping management personnel is held every Friday. Each manager reports the problems found in his area every week, and the department manager records all the problems and arranges their implementation.
Second, strictly implement the rounds system to ensure product quality.
Due to geographical reasons, the hotel has a small foreign population and a serious brain drain. After entering the department, new employees can't integrate with other employees as soon as possible, lacking group consciousness and correct guidance from grass-roots managers. Based on these factors, the department has carried out a series of internal rectification, starting with the mentality of the old employees, and doing more ideological education to make the old employees more aware of their roles in hotels and departments. Let the old employees realize the importance that hotels and departments attach to them, and let them bring the old with the new. In addition, in the process of constantly sorting out complaints, another factor of the problem is the over-service of the department staff and the lack of family service, which either makes the guests feel bored or makes them unable to understand the hotel's attention to the guests. They went to two extremes and didn't make the guests feel at home. The department has conducted a series of departmental and team training, plus the personal experience of managers.
Sanitary quality is the lifeline of guest rooms, and no department can be careless. As always, guest rooms adhere to the three-level rounds system, and are constantly improved under the constant guidance of hotel leaders. In the first half of this year, the room occupancy rate and renewal rate of this hotel were generally high. In this case, the daily update and cleaning of the room is earlier, and the daily check-in time of the guests is also early. In order to provide rental rooms to the front desk in time, the rooms are almost always in a state of "grabbing rooms", and there is a long-term shortage of people on each floor. Even with these objective factors, the department has been tolerated and trusted by hotel leaders. Delaying employees to go to work and leave work to make up for the vacancy in special time periods, hiring hourly workers and managers to rob rooms, further improving the spirit of unity and cooperation, helping each other on call, and keeping the lifeline of rooms.
Third, pay close attention to staff training and effectively improve the practical level of department personnel.
Strengthen personnel quality training and strive to improve service quality. Due to various reasons, the turnover of room staff in the housekeeping department is quite large, and there are many new employees, who are unfamiliar with the business and are very difficult to manage, which greatly inhibits the quality and improvement of service. In order to solve this problem, we have conducted a comprehensive and systematic training for employees, from gfd to politeness, from entering the door to cleaning quality, from theory to practice, and repeatedly taught them tirelessly until they can operate independently. The department has made an internal training plan according to the actual situation. On-the-job training for new employees, including basic knowledge, workflow, standard requirements, etiquette norms, etc. Then, according to each employee's mastery level, arrange the old employees with excellent business skills, so that new employees can enter the role faster and better. At the same time, strengthen the training of old employees. Make a training plan according to the current situation and problems of employees every month and conduct targeted training.
In daily work, I will comment on the problems at the regular meeting before class, analyze and correct them in time. Through all kinds of training, new employees can understand the job requirements and learning objectives from the beginning, and old employees can find the gaps and make up for the deficiencies through comparison, thus improving their understanding. For employees who have made outstanding performance in their work, the department will commend and reward them in various forms, and take the opportunity of the group's technical competition to carry out departmental skills competition activities, so that employees can form a good working atmosphere of diligence, rigor, scrambling and caring. It can improve employees' own quality and business skills, and make their mental outlook look brand-new. It also makes all the work of the department go on in an orderly way, and all the reception work can be done vividly. In addition, we have strengthened the training of housekeeping center, because housekeeping center is the center of the hotel, and every phone call and detail can reflect the image and service quality of the hotel. One-on-one intensive training and follow-up supervision are carried out from a series of services such as telephone answering, customer service, left-behind items handling and check-out, emphasizing the importance of their posts and nipping many bad factors in the bud.
Fourth, from scratch, open source and reduce expenditure, reduce costs and increase efficiency.
Reducing costs and expenses is a task that our housekeeping department has been carrying out. From the reasonable arrangement of personnel to the procurement and distribution of consumables, we strictly control and ensure unnecessary expenses. At the same time, this year, we require employees to turn off the air conditioning and lighting in time when cleaning the room to ensure unnecessary waste, strengthen the scrapping procedure and replacement procedure of cotton products to save money, and also cultivate employees' awareness of economy, environmental protection and economy. To this end, this department formulates the management system of equipment and materials, clearly defines the specific responsibilities of employees in this department, and uses them reasonably. For example, the room will recycle the unused advanced bath liquid used by the guests to the room service center for further treatment and reuse; In summer, try to turn on the air conditioner after the guests arrive, and draw sunshade curtains to reduce the room temperature at ordinary times to save money; Adjust the ground lighting and turn off some spotlights appropriately. At the same time, the department has also formulated a strict system of electricity, water and gas consumption, and conducted inspections at any time to check whether the facilities and equipment in various regions are normal and prevent waste.
Under the premise of ensuring the quality of work and not affecting customer service, the laundry room tries to reduce the cost as much as possible. In the process of ironing linen, we use centralized ironing to minimize the use time of steam, formulate and implement a steam shutdown signature system, reduce the combustion time of steam boilers in boiler rooms, achieve the purpose of saving the use of natural gas, and make contributions to the energy saving and consumption reduction of hotel engineering departments. When washing guests' clothes, they are also sorted first, and then washed centrally according to the color and fabric of the clothes, which can also save the consumption of water, electricity, gas and detergent. Secondly, in the use of detergent, according to the prescribed dosage, the method of weighing and reading scale is adopted, which largely avoids unnecessary labor waste. When washing articles, the method of sorting first and then centralized washing is adopted, and articles that can be washed together on the same day are washed as much as possible, thus avoiding full-load startup, saving a lot of water, electricity and steam, and saving a drop of water.
Five, the establishment of equipment maintenance files, tracking the maintenance status of the computer room, to ensure that the equipment and facilities are in good and effective condition.
The maintenance of facilities and equipment is the basis for the hotel to improve efficiency and long-term development. Therefore, in the maintenance of facilities and equipment, the housekeeping department strictly implements the maintenance regulations of facilities and equipment, regularly turns over mattresses, waxes furniture, and strictly operates and uses cotton fabrics, room appliances and facilities and equipment in the right way to prolong their service life. In particular, the housekeeping department attaches great importance to the maintenance of carpets, and requires employees to do "spot-like" cleaning in time as long as they find some stains on carpets in their usual work, which can not only reduce the washing times of carpets, but also maintain the overall hygiene of carpets. In the overall maintenance of the room, check the facilities and equipment every day, report and accept the problems found in time, and make a special maintenance account for future reference. In the first half of the year, air conditioning and exterior wall cleaning were completed, and several important maintenance works are being carried out, namely, grinding and polishing marble and repairing the painted parts of furniture. The completion of these projects has ensured the normal operation of the hotel to a certain extent.
Six, promote the implementation of departmental performance appraisal, and strive to create a good working atmosphere.
In the implementation and supervision of evaluation, the foreman is an important executive layer. This year, under the guidance of the department and the hotel, the housekeeping department has refined and quantified the job content of the post under the department, and formulated the relevant salary assessment plan.
The formation of this scheme is not only aimed at the evaluation of employees' salary grades, but also based on the evaluation results to form a comprehensive and objective evaluation of employees' work situation and work quality, which can play a guiding role in the management of departments. For the assessment, the department foreman and supervisor are important assessment executive layers, which are directly related to the accuracy of the assessment results. In the next year's work, the department will pay more attention to the assessment process and understand the implementation process, progress, employee opinions and problems. And before the assessment, communicate with the foreman and supervisor in depth the ideas, requirements and objectives of the assessment plan, deepen the supervisor's understanding of the assessment plan and process, make them fully grasp the assessment points in the implementation process, reduce the deviation in the implementation process, and make the assessment results fair, just and open. Only in this way can the assessment really play its role, sum up the results with the assessment, and turn the results into actual effects, thus guiding the management of the department.
Enrich room products and find ways to increase income.
The department also actively brainstormed, enriched the mini-bar products to meet the needs of guests, adjusted the mini-bar drinks in the room, adjusted the additional floors of the mini-bar according to the hotel customers' situation, and increased the variety of some items sold in the mini-bar, which not only ensured the provision of this service for guests, but also better controlled the cost of the mini-bar.
Eight, there are shortcomings:
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 various fields, such as room stainless steel polishing, toilet water tank cleaning, hot water bottle descaling, telephone cup disinfection, carpet cleaning, mattress turning and so on. However, due to the extensive cleaning and maintenance scope of the housekeeping department, there are many kinds of equipment and facilities. Due to the remaining problems of the project, carpets, room shower glass, marble floors and bathroom floors.
3. The personnel quality is not mature enough, the personnel fluctuates greatly, there is a lack of skilled staff, and the departmental team has not formed a ladder construction.
4. Insufficient maintenance of green plants.
5, the lack of communication skills for customer service, especially when the night shift employees communicate with the guests, the language is not euphemistic enough, which often leads to complaints from the guests due to improper use of language.
6. The overall safety awareness and fire awareness of employees are not strong enough, so it is necessary to strengthen the improvement in this respect.
7. Lack of grassroots personnel.
Nine, the second half of the work plan:
1. Strengthen training to improve service quality and product quality.
2, strengthen the maintenance of equipment and facilities, to ensure good and effective.
3. Cultivate the work style of the department, form a good working atmosphere, and ensure the stability of personnel.
4. Brainstorm ideas, enrich products and increase income.
5. Pay attention to the cultivation of core personnel and implement the successor plan.
6. Cooperate with five-star hotel evaluation.
Through summary and planning, we can see both the existing problems and the new direction of work. Facing the past, I hope that under the leadership and guidance of the hotel management team, I can meet the new challenges with a brand-new look. Through my own efforts, I will further improve the management and service level of the department, stabilize the staff of the department, improve the service quality of the department, and grow and progress together with the hotel.