Room work summary

Room work summary

XX Hotel Room Department has been closely surrounding the hotel's outline and department requirements since the first half of the year, and has completed various tasks with the help of Zhong Zonghe and Lai Manager. After making certain progress, there are also some shortcomings:

Highlights

a training aspect

1. Complete the study and assessment of the two SOP processes every month. The positions are unified to organize the employees to carry out the training. Each class component management team conducts intensive assessments for the team members, enhances the employees' business skills, and enhances the quality and professionalism of the employees.

2. The Group shall clearly understand the training and assessment of the knowledge, and shall formulate a training plan according to the requirements of the department, arrange for the employees to learn according to the progress of the plan, and then conduct the assessment.

3. Train cases every morning to improve the ability of employees to solve problems and solve problems. The fresh cases of the post will be analyzed to avoid the recurrence of the case and improve the quality of service.

4. Arrange special training for the deficiencies found in the work. In the case of unfairly placed items found in unannounced visits, the foremen organize employees to conduct on-site training and guidance; for the current situation of more items left over from time to time, arrange for employees to conduct ward round training, and guide employees to find that it is easy to ignore in the rounds. Blind spot.

5. Cross-training of housekeeping and switchboard personnel began in April with multiple batches. Through cross-learning between employees in the two positions, they improved their respective business levels and overall quality, and were also familiar with the positions of each position. Workflow and operational skills facilitate the smooth integration of the two positions in the next phase.

Second management

1. Since the first half of the year, the occupancy rate has been high. Especially in March and April, the post has overcome the serious shortage of personnel. All the employees work overtime, help each other, complete the cleaning of the sanitation and the various services. The absence of the foreman in the post led to the over-representation of the area, which affected the quality of the control. From April onwards, 7-9 floors were assigned to Colin to assist in inspection and control, reducing the workload of the foreman, and the quality of hygiene Personalized services are relatively stable.

2. In the first half of the year, the overall service quality was relatively stable. The group questionnaires in January-May exceeded the departmental evaluation indicators, and the monthly guest's scores were also stable. There was no ups and downs; it was reflected in the secret letter and the online review. Our excellent service has been well received by guests. Especially in this year, the occupancy of cyber FITs has risen sharply, which is a big pressure for us. In particular, the overall hardware level of the 8# building is insufficient. We have improved the satisfaction of our guests through various personalized services. Degree, won a good reputation; in February and May, 8# floor room and 8# building reception post respectively won the title of hotel excellent service team, is the affirmation of our service quality.

3. The development of the special plan hygiene plays a role in the replacement of the corner of the room. In view of the decline in the quality of hygiene since the first half of the year and the inability to carry out the various projects due to the shortage of personnel, the post has developed a special plan health plan, requiring each employee to complete a work while completing their own workload. Although the special project encountered a certain resistance at the beginning, through continuous publicity, it was finally understood by all employees.

4. The sales awareness of the post has been continuously enhanced. From January to May, the post-worker completed the contribution of the house meal, and exceeded the assessment indicators of the department. The sales awareness of the grassroots employees has made great progress.

5. The combing, innovation and execution of the normalized personality case, the continuous innovation and follow-up of the personalized service, won the praise of the guests, the special shampoo bath for the long-term guests and VIP guests, adding a special mouse Pads, with plastic wrap for each floor, so that employees can provide personalized service for guests, and special small gifts for guests on holidays, through our continuous efforts, personalized service has become the biggest highlight and advantage of the work of the room department.

Three reception services

1. Successfully completed the reception work of each Golden Week, and each post was closely coordinated. According to the plan, the indicators were well followed, and all the assessment indicators were completed. The service quality “0” complaint was basically realized, and the safety accident “0” occurred. Also accumulated a certain golden week reception experience;

Since the opening of Fuzhou-Xiamen's trains since February, it has brought us a large passenger flow. After a period of reception work, the post has been sorted out for the locomotive customers and developed a summary and ideas for the locomotive customers, which provided the next stage of work. guide;

3. Effective follow-up of the government butler service. Since the first half of the year, the post has sent a number of batches of housekeepers to follow up VIP guests and groups, and achieved good reputation. The housekeepers actively promoted the hotel while doing the reception work. Room and other sales have increased their income; at the same time, they actively assisted the hotel conference butler to do the work of the conference assistant butler and complete the reception work of each batch.

4. The post has prepared the plan in advance for different reception work, and has basically formed the practice and achieved good results;

5. Innovate the layout of honeymoon rooms and increase the selling point of hotel products.

Four team and personnel aspects

1. Care for the implementation of employee plans, blessings in newsletters, singing birthday songs for birthday employees and giving gifts, and many other employee care activities, which have won unanimous recognition from employees and improved employee satisfaction;

2. Organizing multiple batches of outdoor team activities, increasing the opportunities for communication and communication for all employees, relaxing the body and mind while working, and enhancing the team's cohesiveness;

3. Monthly monthly quality inspection analysis meeting will be held to analyze the problems existing in the previous month and evaluate and reward the work of each team, which has played a certain incentive role;

4. On the basis of the questionnaire assessment of the team group, gradually implement the KPI assessment and punishment system for the foreman, so that the various assessment indicators are decomposed into the team, and the rewards and punishments are clearly defined, so as to facilitate the efficient achievement of various assessment indicators;

5. The establishment of the talent training mechanism, according to the career orientation plan, has trained four employees, two foreman reserve talents and two reception reserve talents in the first half of the year.

insufficient

1. The shortage of staff and the heavy workload of the staff have caused certain complaints and misunderstandings among the employees. There is a certain pressure on the workload arrangement, which also affects the quality of the hygiene and the quality of the passenger service and other work. It is a severe test that has been faced mainly since the first half of the year;

2. The training effect is not satisfactory. The performance of the second-level SOP process is unstable, the staff acceptance is not high, and there are also team follow-ups that are not in place. After the training, they forget. Other regular trainings also have situations in which employees are less motivated and feel redundant and unwilling to participate. At the same time, the training of the post is not innovative enough, and the form is still relatively simple;

3. The quality of sanitation is declining. There is a situation where the OK room is not OK and the room hygiene cannot be guaranteed. The staff operated sloppy, and the foreman inspection control was not in place, which led to the decline of the overall health quality. The frequency of the room below 95 in the secondary quality inspection of the department and the third-level quality inspection of the post was higher;

3. The professionalism is not high, the standard operation is repeatedly checked by the department, the execution ability of the team needs to be strengthened, the on-site supervision of the manager is not enough, the employees do not follow the process often, and there is always a self-righteous thought, which leads to many complaints from the guests;

4. The employee's personalized service is still in a passive state, requiring supervision and inspection by the manager. It is found that the situation has not been done repeatedly; because some employees are illiterate and some employees are afraid of trouble, there are still cases where the message bar does not provide. ;

5. Employees' rationalization suggestions are insufficiently innovated, and the enthusiasm of everyone involved is not high. At present, no reasonable suggestions from employees have been adopted;

6. The inspection work is still insufficiently prepared, the anticipation is not strong, the arrangement is not in place, there are many problems, and our problems are exposed at the group level, which affects the reputation of the hotel;

7. The awareness of individual employees is not strong, which affects the development of job work and has a bad influence on other employees.

In the second half of the year, my position will continue to carry out various tasks closely around the requirements of the hotel and the department, and adjust the following ideas for the problems in the first half of the year:

1. Focus on strengthening the quality and punishment of quality inspections, and publicize the daily quality inspections, so that there are rewards and penalties, forming a sense of competition for each team and each employee, so that everyone has certain pressure and pressure ;

2. Carry out special health statistics and appraisal every month, reward the good employees to improve the quality of hygiene; also evaluate the health quality of the team, reward the team with stable quality every month, and reward the foreman ;

3. Continue to carry out follow-up inspections of special project hygiene to improve the quality of special project hygiene;

4. Do a good job of supplementing and training personnel, promoting and cultivating reserve talents, and defusing personnel pressure;

5. Develop business skills competitions for employees and foremen to improve service skills;

6. Continue to follow up on the training and assessment of new employees. In addition to the one-on-one "apprenticeship system", they should also carry out phased special trainings on them, such as the ability to solve problems and the improvement of service awareness. Follow-up effects and opportunities to increase communication and understanding;

7. Set up a job coach to assess the appropriate personnel, and the certificate issued by the Ministry of Manpower or the department can stimulate the skilled employees and improve their ability to bring new employees.

8. Decompose the learning of the knowledge of the enlightenment into the weekly, and do it regularly to resolve certain pressures;

9. Continue to do 500 questions and case training, improve the quality and effectiveness of training through different opportunities and forms, and improve employees' awareness and ability;

10. Continue to do a good job in caring for the implementation of employee plans, improve employee satisfaction, hold separate meetings for employees of different ages, and understand their voices; at the same time, innovate in various team activities to attract employees.

Room work summary

XX Hotel Room Department has been closely surrounding the hotel's outline and department requirements since the first half of the year, and has completed various tasks with the help of Zhong Zonghe and Lai Manager. After making certain progress, there are also some shortcomings:

Highlights

a training aspect

1. Complete the study and assessment of the two SOP processes every month. The positions are unified to organize the employees to carry out the training. Each class component management team conducts intensive assessments for the team members, enhances the employees' business skills, and enhances the quality and professionalism of the employees.

2. The Group shall clearly understand the training and assessment of the knowledge, and shall formulate a training plan according to the requirements of the department, arrange for the employees to learn according to the progress of the plan, and then conduct the assessment.

3. Train cases every morning to improve the ability of employees to solve problems and solve problems. The fresh cases of the post will be analyzed to avoid the recurrence of the case and improve the quality of service.

4. Arrange special training for the deficiencies found in the work. In the case of unfairly placed items found in unannounced visits, the foremen organize employees to conduct on-site training and guidance; for the current situation of more items left over from time to time, arrange for employees to conduct ward round training, and guide employees to find that it is easy to ignore in the rounds. Blind spot.

5. Cross-training of housekeeping and switchboard personnel began in April with multiple batches. Through cross-learning between employees in the two positions, they improved their respective business levels and overall quality, and were also familiar with the positions of each position. Workflow and operational skills facilitate the smooth integration of the two positions in the next phase.

Second management

1. Since the first half of the year, the occupancy rate has been high. Especially in March and April, the post has overcome the serious shortage of personnel. All the employees work overtime, help each other, complete the cleaning of the sanitation and the various services. The absence of the foreman in the post led to the over-representation of the area, which affected the quality of the control. From April onwards, 7-9 floors were assigned to Colin to assist in inspection and control, reducing the workload of the foreman, and the quality of hygiene Personalized services are relatively stable.

2. In the first half of the year, the overall service quality was relatively stable. The group questionnaires in January-May exceeded the departmental evaluation indicators, and the monthly guest's scores were also stable. There was no ups and downs; it was reflected in the secret letter and the online review. Our excellent service has been well received by guests. Especially in this year, the occupancy of cyber FITs has risen sharply, which is a big pressure for us. In particular, the overall hardware level of the 8# building is insufficient. We have improved the satisfaction of our guests through various personalized services. Degree, won a good reputation; in February and May, 8# floor room and 8# building reception post respectively won the title of hotel excellent service team, is the affirmation of our service quality.

3. The development of the special plan hygiene plays a role in the replacement of the corner of the room. In view of the decline in the quality of hygiene since the first half of the year and the inability to carry out the various projects due to the shortage of personnel, the post has developed a special plan health plan, requiring each employee to complete a work while completing their own workload. Although the special project encountered a certain resistance at the beginning, through continuous publicity, it was finally understood by all employees.

4. The sales awareness of the post has been continuously enhanced. From January to May, the post-worker completed the contribution of the house meal, and exceeded the assessment indicators of the department. The sales awareness of the grassroots employees has made great progress.

5. The combing, innovation and execution of the normalized personality case, the continuous innovation and follow-up of the personalized service, won the praise of the guests, the special shampoo bath for the long-term guests and VIP guests, adding a special mouse Pads, with plastic wrap for each floor, so that employees can provide personalized service for guests, and special small gifts for guests on holidays, through our continuous efforts, personalized service has become the biggest highlight and advantage of the work of the room department.

Three reception services

1. Successfully completed the reception work of each Golden Week, and each post was closely coordinated. According to the plan, the indicators were well followed, and all the assessment indicators were completed. The service quality “0” complaint was basically realized, and the safety accident “0” occurred. Also accumulated a certain golden week reception experience;

Since the opening of Fuzhou-Xiamen's trains since February, it has brought us a large passenger flow. After a period of reception work, the post has been sorted out for the locomotive customers and developed a summary and ideas for the locomotive customers, which provided the next stage of work. guide;

3. Effective follow-up of the government butler service. Since the first half of the year, the post has sent a number of batches of housekeepers to follow up VIP guests and groups, and achieved good reputation. The housekeepers actively promoted the hotel while doing the reception work. Room and other sales have increased their income; at the same time, they actively assisted the hotel conference butler to do the work of the conference assistant butler and complete the reception work of each batch.

4. The post has prepared the plan in advance for different reception work, and has basically formed the practice and achieved good results;

5. Innovate the layout of honeymoon rooms and increase the selling point of hotel products.

Four team and personnel aspects

1. Care for the implementation of employee plans, blessings in newsletters, singing birthday songs for birthday employees and giving gifts, and many other employee care activities, which have won unanimous recognition from employees and improved employee satisfaction;

2. Organizing multiple batches of outdoor team activities, increasing the opportunities for communication and communication for all employees, relaxing the body and mind while working, and enhancing the team's cohesiveness;

3. Monthly monthly quality inspection analysis meeting will be held to analyze the problems existing in the previous month and evaluate and reward the work of each team, which has played a certain incentive role;

4. On the basis of the questionnaire assessment of the team group, gradually implement the KPI assessment and punishment system for the foreman, so that the various assessment indicators are decomposed into the team, and the rewards and punishments are clearly defined, so as to facilitate the efficient achievement of various assessment indicators;

5. The establishment of the talent training mechanism, according to the career orientation plan, has trained four employees, two foreman reserve talents and two reception reserve talents in the first half of the year.

insufficient

1. The shortage of staff and the heavy workload of the staff have caused certain complaints and misunderstandings among the employees. There is a certain pressure on the workload arrangement, which also affects the quality of the hygiene and the quality of the passenger service and other work. It is a severe test that has been faced mainly since the first half of the year;

2. The training effect is not satisfactory. The performance of the second-level SOP process is unstable, the staff acceptance is not high, and there are also team follow-ups that are not in place. After the training, they forget. Other regular trainings also have situations in which employees are less motivated and feel redundant and unwilling to participate. At the same time, the training of the post is not innovative enough, and the form is still relatively simple;

3. The quality of sanitation is declining. There is a situation where the OK room is not OK and the room hygiene cannot be guaranteed. The staff operated sloppy, and the foreman inspection control was not in place, which led to the decline of the overall health quality. The frequency of the room below 95 in the secondary quality inspection of the department and the third-level quality inspection of the post was higher;

3. The professionalism is not high, the standard operation is repeatedly checked by the department, the execution ability of the team needs to be strengthened, the on-site supervision of the manager is not enough, the employees do not follow the process often, and there is always a self-righteous thought, which leads to many complaints from the guests;

4. The employee's personalized service is still in a passive state, requiring supervision and inspection by the manager. It is found that the situation has not been done repeatedly; because some employees are illiterate and some employees are afraid of trouble, there are still cases where the message bar does not provide. ;

5. Employees' rationalization suggestions are insufficiently innovated, and the enthusiasm of everyone involved is not high. At present, no reasonable suggestions from employees have been adopted;

6. The inspection work is still insufficiently prepared, the anticipation is not strong, the arrangement is not in place, there are many problems, and our problems are exposed at the group level, which affects the reputation of the hotel;

7. The awareness of individual employees is not strong, which affects the development of job work and has a bad influence on other employees.

In the second half of the year, my position will continue to carry out various tasks closely around the requirements of the hotel and the department, and adjust the following ideas for the problems in the first half of the year:

1. Focus on strengthening the quality and punishment of quality inspections, and publicize the daily quality inspections, so that there are rewards and penalties, forming a sense of competition for each team and each employee, so that everyone has certain pressure and pressure ;

2. Carry out special health statistics and appraisal every month, reward the good employees to improve the quality of hygiene; also evaluate the health quality of the team, reward the team with stable quality every month, and reward the foreman ;

3. Continue to carry out follow-up inspections of special project hygiene to improve the quality of special project hygiene;

4. Do a good job of supplementing and training personnel, promoting and cultivating reserve talents, and defusing personnel pressure;

5. Develop business skills competitions for employees and foremen to improve service skills;

6. Continue to follow up on the training and assessment of new employees. In addition to the one-on-one "apprenticeship system", they should also carry out phased special trainings on them, such as the ability to solve problems and the improvement of service awareness. Follow-up effects and opportunities to increase communication and understanding;

7. Set up a job coach to assess the appropriate personnel, and the certificate issued by the Ministry of Manpower or the department can stimulate the skilled employees and improve their ability to bring new employees.

8. Decompose the learning of the knowledge of the enlightenment into the weekly, and do it regularly to resolve certain pressures;

9. Continue to do 500 questions and case training, improve the quality and effectiveness of training through different opportunities and forms, and improve employees' awareness and ability;

10. Continue to do a good job in caring for the implementation of employee plans, improve employee satisfaction, hold separate meetings for employees of different ages, and understand their voices; at the same time, innovate in various team activities to attract employees.

Room work summary

XX has become history, and we will usher in a new year. In order to create a good situation in 2019, we will make more progress than our work in XX. We should plan ahead and summarize the work experience of XX and learn lessons. Promote the work of the next year.

In XX, my room department did some work:

One: XX year is a busy year for the guest room department as a whole.

The first is to grasp the daily service management, diligently go to the scene, find problems and timely indicate and carry out training, to ensure the quality of customer service, comprehensive inspection of room cleaning, timely inspection of public areas, and reasonable planning of hygiene. Do a good job in the maintenance of facilities and equipment.

Secondly, in the XX years, the engineering maintenance of the room department area was always maintained at any time. Some maintenance problems were slow and there were problems left. In 2019, the project detailed records of the engineering maintenance in each area were recorded in the department's engineering history. In the file, it is easy to follow up, track the maintenance status of the room and record.

Second: Standardize the service terms of each management area and each position to improve the quality of customer service.

In order to reflect the professional quality of the hotel service personnel, in the first half of the year, we made courtesy and courtesy and other requirements for the staff of our department. After a period of time, for various reasons, many employees have relaxed this, and they are not required for themselves. Strict, did not persist, this is also a regrettable place, but good things are insisting, we will increase training and supervision.

Three: In order to ensure the quality of the room, a practical skills assessment was done.

The overall effect is good, and it has been significantly improved after the on-site guidance. In 2019, it is necessary to increase the training of practical skills.

Four: open source and throttling, reduce costs and increase efficiency, starting from scratch. The guest room department is the main income-generating department of our hotel, and it is also the department with the highest cost of hotel. In the spirit of saving is the idea of ​​creating profits, starting from me, starting from scratch, to eliminate all waste, mainly in: 1 The department has been asking employees to insist on recycling disposable low-value consumables for customers. 2. Ask the waiter to turn off all power during the house time, check the power-saving card after check-out, etc. 3. Do not use the toilet when doing the toilet. Long flowing water. Such a day-to-day implementation will save the hotel a lot of water and electricity bills.

Five: Adhere to the department's evaluation work, and strive to create a good working atmosphere for employees

A good employee is selected every month to stimulate the enthusiasm of employees and fully mobilize their initiative, self-awareness and enthusiasm, thus forming a benign competition situation that encourages advanced and spurs backward progress, and avoids doing a good job.

Six: System training for employees will be strengthened in 2019

The loss of departmental staff has led to an increase in our department. We must first start from new employees to improve service quality. To enable new employees to have higher service awareness and service skills, we need systematic training for new employees. This requires us to pay a lot of effort at all levels of management, this work will become a focus of our department's work next year.

Constantly enrich ourselves, improve their comprehensive capabilities, increase the training of departmental staff, ensure the quality of room service and sanitary quality, improve the overall level of the room, strengthen the rotation training, train the general staff, and avoid the loss of personnel affecting the normal operation of the department.

Based on the phenomenon of multiple power outages during the XX year, the establishment of relevant emergency plans and staff training will be carried out to avoid accidents in emergencies.

Seven: problems of their own existence

1. There is not enough communication between colleagues and colleagues, between departments and departments.

2. The level of sophistication of various sizes is not enough

3. Insufficient inspection of training, arrangement, and arrangement

We firmly believe that under the smart decision of the head office and hotel leaders, we will unite and work together with all employees in the spirit of the unity of the management of the various departments of the hotel. We believe that we can do better next year. Let us unite, forge ahead, be determined to innovate, and work hard for the future of building a well-off business hotel!!!