Hotel Room Department 2019 Work Plan

I spent my time in joy in 2019. After a year of hard work, all the staff in our hotel room department got the rewards they deserved. Looking back at our work for a year, we can say that we have been doing very well! Many previous efforts have been worthwhile today. In 2019, the work of the hotel room department was very smooth, and it was praised by the superiors! After completing the work summary of 2019, we have more expectations for 2019, and we hope that the year will be better than one year. For this reason, we will continue to do the good things in the past, and we have a deep understanding of the shortcomings. To improve, and work in the hotel room department 2019 work focus on the following aspects:

First, cultivate the observation ability of employees, provide personalized services, create service brands. With the development of the industry, the business philosophy and service concept of the hotel industry are constantly updated. It is not enough to make customer satisfaction, but also to make guests unforgettable. This requires the provision of personalized services based on standardized services. The hotel service pays attention to "thinking what the guests think, and urgency for the guests." Service personnel should pay attention to observe and touch the psychology of the guests. When the guests have not yet stated the requirements, they will provide the service at the fastest speed. As we often say, "just want to sleep, you will send a pillow." Imagine if customers are unforgettable about such services? The department will focus on training employees to provide personalized services based on their living habits. In the daily work, by encouraging training, collecting and sorting, system regulation and training rewards, this becomes the conscious action of employees and promotes the improvement of service quality as a whole.

1. Encourage training: For the waiters who have excellent performance at work and praised by the guests, the department will classify them as the backbone to cultivate their service awareness and service quality to a higher level, based on this position, striving for first-class service.

2. Collecting and sorting: Departmental management personnel strengthen on-site management in daily work, and discover typical examples of personalized service from front-line services, collect and sort them, and put them into file.

3. System specification: The typical cases of sorting are promoted, and they are continuously supplemented and perfected in practice, so as to form systematic and standardized data, and as a standard to measure the quality of service, the fuzzy management vectorization management transition.

4. Training rewards: The compiled materials can be used as training materials, so that new employees can understand the requirements of the work and the learning objectives from the beginning, so that the old employees can find out the gaps through comparison, so as to improve the employees' understanding. For employees who have outstanding performance at work, the department rewards and rewards in various forms, so that employees can form a good atmosphere of advanced and more contributions. The core of business is to create products, and the core of the hotel is to create services. In daily service, employees are required to provide “five-hearted” services in accordance with the standards of simplicity, convenience, quickness, and good service. Jane: The work program is as simple as possible, the work instructions are as simple and straightforward as possible, and the feedback is to be concise. It is convenient to let the guests go from the store to the store. Fast: Your needs are met at the fastest speed. Jie: The waiter's response should be agile. The customer's words and deeds can be quickly understood and responded to, and then the service is good: the customer should have the feeling of "value" after receiving the service. Things are hotel products: service. Five-hearted service: Care for the key guests, wholehearted service for ordinary guests, caring for special guests, patient service for discerning guests, and enthusiasm for those who have difficulties.

Second, the surrounding greening environment remediation, indoor green plant variety replacement Since the end of October 2008, the hotel and Xingyuan Greening Company suspended the contract, the peripheral greening has been managed by the PA staff, due to lack of technology and experience, some green plants are not maintained Too good, plus Shanghai South this year, lack of rain, there has been a phenomenon of death. Next year, the dead plants will be replaced, some flowering plants will be planted as much as possible, and some southern fruit trees will be planted in the outer area to add some joy to the hotel. Now the hotel has a problem of single indoor plants and low grades. Next year, we will contact a suitable greening company to reach an agreement to completely solve this problem. Sixth, the replacement of business floor customer supplies At present, after the renovation of the business floor rooms, the guests feel higher grades, but the guest goods of the room have not been replaced, and the grade is general, very uncoordinated. It is planned to replace the guest items on the business floor, such as: changing the tea bags into bulk tea, replacing the packaging box of the bathroom products with an environmental protection bag, etc., thereby improving the room grade.

Third, reduce service links, improve service efficiency Service efficiency is an important part of the service, many complaints are caused by the lack of efficiency of services. Any requests and services offered by the guests are expected to help them resolve as soon as possible, rather than being pushed and pushed, so it is imperative to implement a "one-stop" service. After checking in at the hotel, we are not sure about the various service calls. Although we made a small phone call on the phone, most of the guests will not look at it seriously. When they need service, they pick up the phone and dial a phone number. And the phone will always be transferred around, so it is very inconvenient for the guests, so that the satisfaction of our customers is greatly reduced. Our department will improve service efficiency from reducing service links.