Summary of hotel room work in 2019
First, in XX, our department completed the following work:
1. Standardize the service terms of each district and each post to improve the quality of customer service. In order to reflect the professionalism of hotel personnel, in the XX year of the XX, there was a phenomenon of non-standardization and non-uniformity in the service terms of various positions in our department. Our department called on all districts to collect the service terms of each position in the district, and to carry out the fine and coarse After binding, it will be used as a language guide for our communication with customers. At the same time, it will also serve as a teaching material for our new employees. Since the implementation of the standard service language, our staff has significantly improved the communication with customers. However, in the later period, many employees have slackened on this, and they are not strict with their own requirements. There are signs of returning to the original. This is also a regrettable place, but good things are insistent, and you are new and warm, and our department will Increase the intensity of supervision and inspection.
2. In order to ensure the quality of the sale of the rooms, the "three-level rounds system" is strictly implemented. The hotel's main income comes from the guest room, working in the room, the first thing is how to make the room to a qualified product for sale, including room hygiene, facilities and equipment, equipment, etc., in order to effectively improve the room quality pass rate, our department strictly enforces “Three-level rounds of ward rounds”, that is, employee self-examination, foreman census, and supervisors, to ensure that the omissions are minimized, and that the “rework list” analysis and the “supervisor rounds record” are added. The inspection data of the various indicators of the room to reflect the existing problems is more intuitive. According to statistics, the quality compliance rate of our department in XX is 98%.
3. Implementation of the first question responsibility system implementation of the first question responsibility system requires a large amount of information in the front line, the switchboard, the service center, such as the traffic information, travel information, telephone numbers of important units, etc. Employees have the flexibility to handle things and the ability to solve customer service needs. The first question responsibility system is to prepare all the preparations before the formal implementation, requiring all positions to collect information, strengthen training and learning, and expand their own knowledge to better serve the guests. Since the first-in-one accountability system was officially implemented in January this year, the work has made great progress compared with last year. Last year, there were many delays in the guest’s time due to the transfer of services, which made the guests angry and complained about incidents.
4. Carry out technical training, train technical experts, and effectively improve the practical level of room personnel. In order to improve the sanitation and service of the guest room, the housekeeping department will use the off-season from August this year to carry out technical training activities for the floor staff, and to assess and evaluate the staff's cleaning room skills and rounds. It is found that the operation of the employees is very irregular and unscientific. For the existing problems, the people in the district leadership class meet specifically to analyze the existing problems, retrain the employees, and correct the bad working habits of the employees. Through the assessment, we have achieved certain results, the quality of the room has improved, and the phenomenon of round-the-clock rounding has been reduced.
5. The establishment of a “free-check-in system” will give full play to the backbone of the staff, so that the foreman has more time and energy to focus on management and employee training. In order to enable employees to deepen their understanding of the work of the room and strengthen their sense of responsibility, in October this year, the Guanjia Department and the staff of each team signed the "Free House Agreement", allowing employees to self-check and correct their work, and Let employees participate in the management, responsible for the shift work during the foreman vacation, fully reflect the employees' own value and the trust of the hotel, so that employees are more enthusiastic about the work. So far, no one in the application for exemption of the four people has experienced excessive work mistakes. In this way, the workload of the foreman in the rounds is reduced, and more time and energy are devoted to the management and training of the employees, and the functions of the grassroots managers are truly played.
6. Carry out a variety of "interest classes" to enrich the staff's spare time, thus improving the quality of employees. In the past two years, with the continuous expansion of the source structure of our store, there are often some overseas groups, such as the Japanese group and some countries in Southeast Asia, who have stayed with me, and the obstacles in language communication with our guests have become the largest foreign service for us. problem. In order to keep pace with the times, we used interns who came to the store to practice foreign languages, started a "foreign language interest class", and gave our employees daily language training. Considering the development of the hotel business floor, we added computers and opened them. Network cable, employees are very strange to the computer, we also set up a "computer class", and also opened an "art class", this move, on the one hand reflects the value of the staff with special expertise in the hotel, on the other hand, grow The knowledge of employees has enriched the spare time of employees.
7. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. The guest room department is the main revenue-generating department of the hotel, and it is also the department with the highest cost of the hotel. In the spirit of saving is the idea of creating profits, our department calls on all employees to start from the self and start from scratch to prevent all waste. At the same time, in the employee skill assessment, energy conservation is also used as an assessment project. The purpose is to strengthen employees' awareness of energy conservation. The main performances are as follows: 1 The housekeeping department has been asking employees to recycle disposable low-value consumables such as toothpaste. After use, the toothbrush and comb can be recycled to the waste collection station. 2 Request the walkway lights on the returning floor every morning to be closed, and then turn on after 6:00 in the middle shift; check the power card after check-out; the air-conditioning in the room is turned on before the guest arrives, and so on. The implementation of the day has saved the hotel a lot of electricity bills. 3 In order to do a good job in the cost control of the goods, the property management of the house and the property is based on the budget indicators issued by the hotel to the department, and the items used in each management area are reasonably divided. If it exceeds 85% of the quota, if it is necessary to exceed the work requirements, it must be approved by the department manager before it can be received, and the customer supplies the responsibility to the person.
8. Adhere to the department's evaluation work and strive to create a good working atmosphere for employees. Guided by the "Excellent Staff Selection Program", the department insists on the evaluation of 5 outstanding employees each month, each of which rewards 30 yuan, and publishes it in "Internal Information" to stimulate employees' enthusiasm for work and fully mobilize their initiative. Consciousness, thus forming a benign competition situation that encourages advanced and spurs forward, and avoids doing the same. In order to make the management of the housekeeping department more standardized and more innovative, give full play to the true management standards of the foreman, and focus on the enthusiasm of the team members. In November of this year, the long-awaited "Tamekeeper's Team Evaluation Program" was implemented. Through evaluation, some advanced teams stand out, and some of the people who are in the team no longer have a place to live, no longer obey the rules, but rise up. The monthly results of the team evaluation will be announced, so that the team leaders and employees can more intuitively understand the achievements and rankings of their teams. Through the operation of one month, the expected effect was obtained.
9. Carry out a greening renovation of the periphery and try to dress up a perfect face for the hotel. Our department has carried out a comprehensive renovation of the “store emblem green belt” at the front entrance of the hotel, the beer garden exterior wall and the side doors of the b and c buildings. A total of 500 golden plums, 300 shochu sang, 200 Jiulixiang, purple More than 1,000 plants, sisal 12, and 10 papaya trees have made certain improvements in peripheral greening.
10. Establish engineering maintenance files to track the maintenance status of the rooms. Since the beginning of this year, the service center has set up engineering maintenance files, and recorded some special maintenance items to facilitate timely tracking and understanding of the room maintenance status, thus more effectively guaranteeing the integrity of the facilities and equipment of the rooms to be sold, and better understanding one room. The facilities and equipment of the room are in operation for a period of time.
11. Organize the internal audit of the department, and gradually make the work of the guest room department close to the iso-9001 quality management system. Since the implementation of the iso-9001 quality management system in the hotel, our department has resolutely implemented it and required each branch to rely on the “quality objectives” of the hotel and the department. Developed the “Annual Quality Objectives” of each segment, and produced a “Monthly Quality Objective Analysis Report” based on monthly service summary and work records, providing information for service quality analysis of departments and hotels for quality of service. Improvements have provided helpful help. Our department conducted two internal audits in April and June respectively. The main purpose is to verify whether the work of each branch is carried out in accordance with the requirements of the ISO quality management system and to prepare for the hotel identification work. The audit will convene the first meeting to determine the purpose, basis and scope of the audit. The internal auditors will be divided into two groups to conduct cross-audit. If the audit fails, an unqualified report will be issued and the rectification will be made within a time limit. A total of 63 unqualified items were found in the two internal trials and all were rectified. By organizing such activities, it is an exercise for our internal auditors, and it is also a test of whether the work of the housekeeping department is carried out according to the "Operation Manual" program. In the process of combining theory with practice, we feel that some running programs are vulnerable and irregular, and they are not applicable to the current work. If they are not corrected, they will cause adverse consequences. In June this year, the housekeeping department made the "Key Management Regulations". Revised. At the same time, there are some work programs that we have not considered. In view of this, the front office department has added the “Regulations on the Management of Visiting Houses”, “Precautions for Rowing Houses”, “Single Management System” and “Scanning” according to the development of its own business. Service Work Program", "Working Procedures for Room Handling Extension", "Customer Checking Program", "Special Handling in Customer Service", "Customer Checking Program", "Guesting Code" Programs, "Returning Clothes Programs", "Rooms and Restaurants". The revision and introduction of the above work program will make the room department iso-9001 quality management.
12. Standard message service, so that guests feel our professional management level and hotel service level. The service is reflected in the details, a small message letter, the proper writing, and the warmth of writing will leave an unforgettable feeling. The previous messages of our department have different formats, and the rituals are not uniform. The same thing is different for different people. In order to standardize our message service, this year, the front office and service center will discuss how to put "message service". To do better, and finally form a unified writing mode, the same type of things, and then give a message to different guests, can be consistent, perhaps the guests can not notice this, but only we know our own progress.
13. Change the previous method of turning the night bed to make our service more personalized and humanized. On the basis of the previous night bed, we put our own weather forecast card and some warm reminder cards on the guest's bed. For example, during the European, Olympic, and Happy holidays, we will send some show trailers for the day. It is convenient for the living and travel of the shop guests, and has been praised by the guests many times. In short, it is always our goal to provide our guests with services that exceed their expectations. To this end, we call on employees to be a caring person, pay attention to observe the living habits of the guests, and master the more detailed information of the guests, including the people, the purpose, the nationality, etc., in order to provide targeted and characteristic services. At the same time, service innovation requires divergent thinking and knows what kind of service can impress guests. Although our work in XX has improved compared with previous years, there is still a distance from innovative services.
14. Increase the price of the room, increase the sales revenue of the room, and implement the up sall program at the front desk. In order to expand the FIT market and promote the sales of business rooms, the front office department introduced the FIT upgrade program, which was supported by the store leaders and officially started in September this year. Because of this sales method, the sales performance of the receptionist will be received. Linked directly to the bonus, the enthusiasm of the staff is very high. Up to now, the hotel has successfully increased the sales of RMB 18,000 for individual customers.
15. Make sure that check-out is timely and accurate. It is always a big difficulty for our department to ensure the timeliness and accuracy of the rounds. 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 characteristics of the hotel group, the tour group and the tour group, in the absence of the exact check-out time, we will take the initiative to find the person in charge or ask the switchboard whether there is a wake-up time to understand the guest's call. After waking up, I will calculate the check-out time of the guests, and arrange the staff in advance. Every time I receive the notice that the check-out amount is large and concentrated in the next day, the middle-class employees will take the initiative to stay with the night shift staff to check the house. I have to continue my work on the same day, and the work is very hard, but this avoids the long time for the guest to complain and check out, and also ensures the timely accuracy of the rounds. The employees have no complaints. According to statistics, this year’s check-out is timely and accurate. There was a significant increase last year. However, some of the problems on the check-out have not yet reached a consensus with the previous collection, but we will continue to work on the principle of safeguarding the interests of the hotel.
16. Cooperate with ZJS to provide customers with more convenient and fast mailing and baggage consignment business. At present, the number of customers entrusted by us to increase the number of mailings. In order to make this business more convenient and faster, and to meet the needs of our customers, our department cooperates with Haikou Branch of Guangzhou ZJS Express Co., Ltd., and sets up a representative office in the front office to handle the guests. Various mailing and consignment operations. Since the signing of the agreement at the end of October, the effect has been more obvious, and it has also added an extra income to the hotel.
17. Promote environmental protection and create a green hotel. To promote environmental protection, create a green hotel. From the beginning of this year, our store placed an “environmental card” in the room, which means that if the guest needs to change the bedding, the “environmental card” will be placed on the pillow or on the bed; the environmental protection basket in the bathroom also means this, so that is the country. It saved water energy and saved the hotel a 24,000 yuan linen washing fee.
Second, in XX years, for various reasons, there are still many unfinished work within the plan, they are:
1. Replace the plastic laundry bag with a cloth laundry bag and hang it. From the perspective of environmental protection and economy, we are preparing to replace all the rooms in this year with cloth laundry bags. They were originally processed from scrap sheets, but they are not durable and unsightly. If you buy a new cloth laundry bag, you will have a large investment.
2. Business floor guest items have not been replaced. In order to improve the grade of business rooms, the hotel has renovated its business floor. The refurbished rooms have been prepared with old-fashioned guest items. They were originally considered from the modern hotel development trend and economic point of view but without losing the grade. For example, the customer shampoo and body wash are replaced by a box-type squeeze, but this plan has not been negotiated with the supplier due to price reasons.
3. Due to frequent staff changes, the Skills Competition only held the Housekeeping Department.
4. Some hotel post uniforms have not been replaced. According to the plan, this year, the staff of the first-line department of the catering, guest room, and sales departments, and the second-line department of the Ministry of Security and the Ministry of Engineering will be replaced, but unfortunately, due to the problem of hotel funds, only the catering is replaced according to the principle of strictness. Chef's clothes, welcome clothes, front desk receptionist clothes, luggage service, business center clerical clothes, sales department sales representative clothes, clerical clothes, engineering department engineering staff's clothing, and other remaining positions were not replaced.
5. The maintenance plan for facilities and equipment has not been put in place. According to the work plan, this year's large-scale maintenance plan was implemented during the off-season, although small-scale, small-scale equipment maintenance is being done in all areas of the department, such as maintenance of the lobby floor, polishing of stainless steel products in rooms, cleaning of toilet tanks, and heat. Kettle descaling, etc., but due to the wide range of cleaning and maintenance of the room department, a wide variety of facilities and equipment, this is still not enough, but due to historical reasons, at the beginning of the year, our department owed employees a total of 1562 days of rest, such as If we don't solve it, it will bring employees a sense of work and bring economic losses to the hotel. For this reason, our department has used the off-season time to step up the arrangement of employees to make up the rest. At present, the total number of employees in our department is only 297.5 days. It consumed 1264.5 days.
Third, the inadequacies and experience of the work.
1. The number of "Please clean" cards is not enough, causing the guest to ask for a cleaning service that cannot be promptly reported; when the guest washes his hands, the rings and accessories are not specially stored, which is easy to cause loss.
2. The training of employees is narrow, limited to the management area and departments, hoping to get more professional and higher-level hotel talents for training.
3. The ic card system is aging, which reduces the work efficiency of the receptionist.
4. Health and epidemic prevention is not effective, not invested, and not professional, resulting in the "four evils" prevention and treatment work is not satisfactory.
5. The maintenance of peripheral plants is not in place, the indoor pendulum placement is uncoordinated, and the variety is monotonous.
4. In XX years, we received more than 200 conferences, sold 72,534 rooms, received 150,538 person-times, and received 58 guest opinions. Among them, the facilities and service quality of our store were affirmed. Feng, there are 34 comments or suggestions on our store, 30 letters of recognition from guests, and 20 valid complaints. Whether it is the opinions or praises given by the guests, as long as we attach importance to it, it should be the wealth that we can't finish as a hotel person. In the coming day of XX, we have to set sail again. The work of embarking on a new levy system is becoming more mature and perfect.
1. Standardize the service terms of each district and each post to improve the quality of customer service. In order to reflect the professionalism of hotel personnel, in the XX year of the XX, there was a phenomenon of non-standardization and non-uniformity in the service terms of various positions in our department. Our department called on all districts to collect the service terms of each position in the district, and to carry out the fine and coarse After binding, it will be used as a language guide for our communication with customers. At the same time, it will also serve as a teaching material for our new employees. Since the implementation of the standard service language, our staff has significantly improved the communication with customers. However, in the later period, many employees have slackened on this, and they are not strict with their own requirements. There are signs of returning to the original. This is also a regrettable place, but good things are insistent, and you are new and warm, and our department will Increase the intensity of supervision and inspection.
2. In order to ensure the quality of the sale of the rooms, the "three-level rounds system" is strictly implemented. The hotel's main income comes from the guest room, working in the room, the first thing is how to make the room to a qualified product for sale, including room hygiene, facilities and equipment, equipment, etc., in order to effectively improve the room quality pass rate, our department strictly enforces “Three-level rounds of ward rounds”, that is, employee self-examination, foreman census, and supervisors, to ensure that the omissions are minimized, and that the “rework list” analysis and the “supervisor rounds record” are added. The inspection data of the various indicators of the room to reflect the existing problems is more intuitive. According to statistics, the quality compliance rate of our department in XX is 98%.
3. Implementation of the first question responsibility system implementation of the first question responsibility system requires a large amount of information in the front line, the switchboard, the service center, such as the traffic information, travel information, telephone numbers of important units, etc. Employees have the flexibility to handle things and the ability to solve customer service needs. The first question responsibility system is to prepare all the preparations before the formal implementation, requiring all positions to collect information, strengthen training and learning, and expand their own knowledge to better serve the guests. Since the first-in-one accountability system was officially implemented in January this year, the work has made great progress compared with last year. Last year, there were many delays in the guest’s time due to the transfer of services, which made the guests angry and complained about incidents.
4. Carry out technical training, train technical experts, and effectively improve the practical level of room personnel. In order to improve the sanitation and service of the guest room, the housekeeping department will use the off-season from August this year to carry out technical training activities for the floor staff, and to assess and evaluate the staff's cleaning room skills and rounds. It is found that the operation of the employees is very irregular and unscientific. For the existing problems, the people in the district leadership class meet specifically to analyze the existing problems, retrain the employees, and correct the bad working habits of the employees. Through the assessment, we have achieved certain results, the quality of the room has improved, and the phenomenon of round-the-clock rounding has been reduced.
5. The establishment of a “free-check-in system” will give full play to the backbone of the staff, so that the foreman has more time and energy to focus on management and employee training. In order to enable employees to deepen their understanding of the work of the room and strengthen their sense of responsibility, in October this year, the Guanjia Department and the staff of each team signed the "Free House Agreement", allowing employees to self-check and correct their work, and Let employees participate in the management, responsible for the shift work during the foreman vacation, fully reflect the employees' own value and the trust of the hotel, so that employees are more enthusiastic about the work. So far, no one in the application for exemption of the four people has experienced excessive work mistakes. In this way, the workload of the foreman in the rounds is reduced, and more time and energy are devoted to the management and training of the employees, and the functions of the grassroots managers are truly played.
6. Carry out a variety of "interest classes" to enrich the staff's spare time, thus improving the quality of employees. In the past two years, with the continuous expansion of the source structure of our store, there are often some overseas groups, such as the Japanese group and some countries in Southeast Asia, who have stayed with me, and the obstacles in language communication with our guests have become the largest foreign service for us. problem. In order to keep pace with the times, we used interns who came to the store to practice foreign languages, started a "foreign language interest class", and gave our employees daily language training. Considering the development of the hotel business floor, we added computers and opened them. Network cable, employees are very strange to the computer, we also set up a "computer class", and also opened an "art class", this move, on the one hand reflects the value of the staff with special expertise in the hotel, on the other hand, grow The knowledge of employees has enriched the spare time of employees.
7. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. The guest room department is the main revenue-generating department of the hotel, and it is also the department with the highest cost of the hotel. In the spirit of saving is the idea of creating profits, our department calls on all employees to start from the self and start from scratch to prevent all waste. At the same time, in the employee skill assessment, energy conservation is also used as an assessment project. The purpose is to strengthen employees' awareness of energy conservation. The main performances are as follows: 1 The housekeeping department has been asking employees to recycle disposable low-value consumables such as toothpaste. After use, the toothbrush and comb can be recycled to the waste collection station. 2 Request the walkway lights on the returning floor every morning to be closed, and then turn on after 6:00 in the middle shift; check the power card after check-out; the air-conditioning in the room is turned on before the guest arrives, and so on. The implementation of the day has saved the hotel a lot of electricity bills. 3 In order to do a good job in the cost control of the goods, the property management of the house and the property is based on the budget indicators issued by the hotel to the department, and the items used in each management area are reasonably divided. If it exceeds 85% of the quota, if it is necessary to exceed the work requirements, it must be approved by the department manager before it can be received, and the customer supplies the responsibility to the person.
8. Adhere to the department's evaluation work and strive to create a good working atmosphere for employees. Guided by the "Excellent Staff Selection Program", the department insists on the evaluation of 5 outstanding employees each month, each of which rewards 30 yuan, and publishes it in "Internal Information" to stimulate employees' enthusiasm for work and fully mobilize their initiative. Consciousness, thus forming a benign competition situation that encourages advanced and spurs forward, and avoids doing the same. In order to make the management of the housekeeping department more standardized and more innovative, give full play to the true management standards of the foreman, and focus on the enthusiasm of the team members. In November of this year, the long-awaited "Tamekeeper's Team Evaluation Program" was implemented. Through evaluation, some advanced teams stand out, and some of the people who are in the team no longer have a place to live, no longer obey the rules, but rise up. The monthly results of the team evaluation will be announced, so that the team leaders and employees can more intuitively understand the achievements and rankings of their teams. Through the operation of one month, the expected effect was obtained.
9. Carry out a greening renovation of the periphery and try to dress up a perfect face for the hotel. Our department has carried out a comprehensive renovation of the “store emblem green belt” at the front entrance of the hotel, the beer garden exterior wall and the side doors of the b and c buildings. A total of 500 golden plums, 300 shochu sang, 200 Jiulixiang, purple More than 1,000 plants, sisal 12, and 10 papaya trees have made certain improvements in peripheral greening.
10. Establish engineering maintenance files to track the maintenance status of the rooms. Since the beginning of this year, the service center has set up engineering maintenance files, and recorded some special maintenance items to facilitate timely tracking and understanding of the room maintenance status, thus more effectively guaranteeing the integrity of the facilities and equipment of the rooms to be sold, and better understanding one room. The facilities and equipment of the room are in operation for a period of time.
11. Organize the internal audit of the department, and gradually make the work of the guest room department close to the iso-9001 quality management system. Since the implementation of the iso-9001 quality management system in the hotel, our department has resolutely implemented it and required each branch to rely on the “quality objectives” of the hotel and the department. Developed the “Annual Quality Objectives” of each segment, and produced a “Monthly Quality Objective Analysis Report” based on monthly service summary and work records, providing information for service quality analysis of departments and hotels for quality of service. Improvements have provided helpful help. Our department conducted two internal audits in April and June respectively. The main purpose is to verify whether the work of each branch is carried out in accordance with the requirements of the ISO quality management system and to prepare for the hotel identification work. The audit will convene the first meeting to determine the purpose, basis and scope of the audit. The internal auditors will be divided into two groups to conduct cross-audit. If the audit fails, an unqualified report will be issued and the rectification will be made within a time limit. A total of 63 unqualified items were found in the two internal trials and all were rectified. By organizing such activities, it is an exercise for our internal auditors, and it is also a test of whether the work of the housekeeping department is carried out according to the "Operation Manual" program. In the process of combining theory with practice, we feel that some running programs are vulnerable and irregular, and they are not applicable to the current work. If they are not corrected, they will cause adverse consequences. In June this year, the housekeeping department made the "Key Management Regulations". Revised. At the same time, there are some work programs that we have not considered. In view of this, the front office department has added the “Regulations on the Management of Visiting Houses”, “Precautions for Rowing Houses”, “Single Management System” and “Scanning” according to the development of its own business. Service Work Program", "Working Procedures for Room Handling Extension", "Customer Checking Program", "Special Handling in Customer Service", "Customer Checking Program", "Guesting Code" Programs, "Returning Clothes Programs", "Rooms and Restaurants". The revision and introduction of the above work program will make the room department iso-9001 quality management.
12. Standard message service, so that guests feel our professional management level and hotel service level. The service is reflected in the details, a small message letter, the proper writing, and the warmth of writing will leave an unforgettable feeling. The previous messages of our department have different formats, and the rituals are not uniform. The same thing is different for different people. In order to standardize our message service, this year, the front office and service center will discuss how to put "message service". To do better, and finally form a unified writing mode, the same type of things, and then give a message to different guests, can be consistent, perhaps the guests can not notice this, but only we know our own progress.
13. Change the previous method of turning the night bed to make our service more personalized and humanized. On the basis of the previous night bed, we put our own weather forecast card and some warm reminder cards on the guest's bed. For example, during the European, Olympic, and Happy holidays, we will send some show trailers for the day. It is convenient for the living and travel of the shop guests, and has been praised by the guests many times. In short, it is always our goal to provide our guests with services that exceed their expectations. To this end, we call on employees to be a caring person, pay attention to observe the living habits of the guests, and master the more detailed information of the guests, including the people, the purpose, the nationality, etc., in order to provide targeted and characteristic services. At the same time, service innovation requires divergent thinking and knows what kind of service can impress guests. Although our work in XX has improved compared with previous years, there is still a distance from innovative services.
14. Increase the price of the room, increase the sales revenue of the room, and implement the up sall program at the front desk. In order to expand the FIT market and promote the sales of business rooms, the front office department introduced the FIT upgrade program, which was supported by the store leaders and officially started in September this year. Because of this sales method, the sales performance of the receptionist will be received. Linked directly to the bonus, the enthusiasm of the staff is very high. Up to now, the hotel has successfully increased the sales of RMB 18,000 for individual customers.
15. Make sure that check-out is timely and accurate. It is always a big difficulty for our department to ensure the timeliness and accuracy of the rounds. 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 characteristics of the hotel group, the tour group and the tour group, in the absence of the exact check-out time, we will take the initiative to find the person in charge or ask the switchboard whether there is a wake-up time to understand the guest's call. After waking up, I will calculate the check-out time of the guests, and arrange the staff in advance. Every time I receive the notice that the check-out amount is large and concentrated in the next day, the middle-class employees will take the initiative to stay with the night shift staff to check the house. I have to continue my work on the same day, and the work is very hard, but this avoids the long time for the guest to complain and check out, and also ensures the timely accuracy of the rounds. The employees have no complaints. According to statistics, this year’s check-out is timely and accurate. There was a significant increase last year. However, some of the problems on the check-out have not yet reached a consensus with the previous collection, but we will continue to work on the principle of safeguarding the interests of the hotel.
16. Cooperate with ZJS to provide customers with more convenient and fast mailing and baggage consignment business. At present, the number of customers entrusted by us to increase the number of mailings. In order to make this business more convenient and faster, and to meet the needs of our customers, our department cooperates with Haikou Branch of Guangzhou ZJS Express Co., Ltd., and sets up a representative office in the front office to handle the guests. Various mailing and consignment operations. Since the signing of the agreement at the end of October, the effect has been more obvious, and it has also added an extra income to the hotel.
17. Promote environmental protection and create a green hotel. To promote environmental protection, create a green hotel. From the beginning of this year, our store placed an “environmental card” in the room, which means that if the guest needs to change the bedding, the “environmental card” will be placed on the pillow or on the bed; the environmental protection basket in the bathroom also means this, so that is the country. It saved water energy and saved the hotel a 24,000 yuan linen washing fee.
Second, in XX years, for various reasons, there are still many unfinished work within the plan, they are:
1. Replace the plastic laundry bag with a cloth laundry bag and hang it. From the perspective of environmental protection and economy, we are preparing to replace all the rooms in this year with cloth laundry bags. They were originally processed from scrap sheets, but they are not durable and unsightly. If you buy a new cloth laundry bag, you will have a large investment.
2. Business floor guest items have not been replaced. In order to improve the grade of business rooms, the hotel has renovated its business floor. The refurbished rooms have been prepared with old-fashioned guest items. They were originally considered from the modern hotel development trend and economic point of view but without losing the grade. For example, the customer shampoo and body wash are replaced by a box-type squeeze, but this plan has not been negotiated with the supplier due to price reasons.
3. Due to frequent staff changes, the Skills Competition only held the Housekeeping Department.
4. Some hotel post uniforms have not been replaced. According to the plan, this year, the staff of the first-line department of the catering, guest room, and sales departments, and the second-line department of the Ministry of Security and the Ministry of Engineering will be replaced, but unfortunately, due to the problem of hotel funds, only the catering is replaced according to the principle of strictness. Chef's clothes, welcome clothes, front desk receptionist clothes, luggage service, business center clerical clothes, sales department sales representative clothes, clerical clothes, engineering department engineering staff's clothing, and other remaining positions were not replaced.
5. The maintenance plan for facilities and equipment has not been put in place. According to the work plan, this year's large-scale maintenance plan was implemented during the off-season, although small-scale, small-scale equipment maintenance is being done in all areas of the department, such as maintenance of the lobby floor, polishing of stainless steel products in rooms, cleaning of toilet tanks, and heat. Kettle descaling, etc., but due to the wide range of cleaning and maintenance of the room department, a wide variety of facilities and equipment, this is still not enough, but due to historical reasons, at the beginning of the year, our department owed employees a total of 1562 days of rest, such as If we don't solve it, it will bring employees a sense of work and bring economic losses to the hotel. For this reason, our department has used the off-season time to step up the arrangement of employees to make up the rest. At present, the total number of employees in our department is only 297.5 days. It consumed 1264.5 days.
Third, the inadequacies and experience of the work.
1. The number of "Please clean" cards is not enough, causing the guest to ask for a cleaning service that cannot be promptly reported; when the guest washes his hands, the rings and accessories are not specially stored, which is easy to cause loss.
2. The training of employees is narrow, limited to the management area and departments, hoping to get more professional and higher-level hotel talents for training.
3. The ic card system is aging, which reduces the work efficiency of the receptionist.
4. Health and epidemic prevention is not effective, not invested, and not professional, resulting in the "four evils" prevention and treatment work is not satisfactory.
5. The maintenance of peripheral plants is not in place, the indoor pendulum placement is uncoordinated, and the variety is monotonous.
4. In XX years, we received more than 200 conferences, sold 72,534 rooms, received 150,538 person-times, and received 58 guest opinions. Among them, the facilities and service quality of our store were affirmed. Feng, there are 34 comments or suggestions on our store, 30 letters of recognition from guests, and 20 valid complaints. Whether it is the opinions or praises given by the guests, as long as we attach importance to it, it should be the wealth that we can't finish as a hotel person. In the coming day of XX, we have to set sail again. The work of embarking on a new levy system is becoming more mature and perfect.
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