Hotel Room Department Annual Work Summary
I. Training Before the hotel opened, although the employees had three stages of military training, theoretical study and hotel internship, after the hotel opened, there was still a big gap between our employees in terms of business skills, service skills and on-the-spot response. In response to this phenomenon, the Ministry of Housing also echoed the hotel's call to keep training in the first place in the room work.
According to the actual situation of the staff, the department has developed a detailed training plan and adopted a variety of training methods for training. In the business skills training, we must first grasp the work program and standards, and give the employees a live drill based on the theoretical learning content, and let the employees personally operate, on-site guidance, and let the employees master the basic operational skills. Basic skills are good. As long as you practice more, the goal of improving work efficiency will be achieved. Through these trainings, employees' work time has reached industry standards. The check-in time for the reception staff in the front hall is also kept at about three minutes. The front desk staff of the conference room has fully mastered the skills. Due to the lack of editing of the Concierge staff, the service quality of the Concierge Department has dropped significantly. Through the recent staff recruitment and training, the service quality of the Concierge has been significantly improved. After the quality of work in recent months, the Ministry of Housing is deeply aware of the importance of departmental training. In the next year's work, the Department of Housing will carry out targeted training according to each position.
Second, in terms of service, whether the hotel can retain residents, the key is software. In order to provide guests with a good sleeping condition, the Housekeeping Department has specially prepared a variety of stuffing pillows such as buckwheat pillows, chrysanthemum pillows, and cassia pillows. It is convenient for guests who do not like soft pillows. Each room's cabinet is also equipped with spare equipment. The quilt is convenient for guests to use. In addition, the room also delivers free fruit every day, flowers in the bedroom and bathroom, room delivery flowers and free fruit in other hotels are important services for guests, but in our hotel, guests only need to pay at the counter price, the agreed price, daily You will get a free seasonal fruit. All guests will receive flowers and enjoy the treatment of important guests in other hotels. This kind of initiative is also recognized by customers. Although the daily delivery of free fruit and flowers adds cost to the operation, the indirect benefits are far higher than his cost. In the future work, the Housekeeping Department will provide guests with more free services to facilitate their living according to the situation, providing guests with a living atmosphere of a home away from home. Next year, the Housing Department will implement a floor butler service plan. The butler service is a service advocated by modern high-star hotels. The department will carry out this work according to its own situation. The housekeeping department will break the existing service mode and management mode to improve service quality and management.
In addition, the Ministry of Housing will also increase the warm layout of the rooms, and strive to provide guests with a warm and comfortable living atmosphere.
The ultimate service of the hotel is personalized service, satisfaction and surprise service. This is also the service goal that the Ministry of Housing has been pursuing. How can we achieve personalized service? The Housing Department will hold a department meeting for this purpose, requiring each employee to work. Pay attention to the living of the guests, only in this way can you find the habits of the guests and serve them in a targeted manner. 330 guests are guests of Dafu Company and staying at the hotel for a long time. One day, the staff of the housekeeping department found a lot of cold medicine on the guest's desk when they cleaned the room. When they saw that the guest had covered two quilts, they reported the matter to the morning shift foreman. Because the hotel has regulations, can not buy medicine for the guests, so in order to express concern, the floor foreman prepared a hot ginger soup, but the guests did not come back in the afternoon, the morning shift foreman handed over the matter to the middle class foreman . At around 11 pm, the guest returned to the room, and the waiter immediately delivered the ginger soup to the guest room. The guests saw the bowl of hot ginger soup, and the gratitude was unspeakable.
III. Maintenance and Maintenance of Facilities and Equipment Everyone knows that the area of the Ministry of Housing Affairs accounts for nearly 70% of the hotel's operating area. The investment also accounts for a large proportion of the overall investment of the hotel. Whether the room facilities can reach the prescribed service life is directly affecting the hotel. The key to efficiency and long-term development, so in the maintenance of facilities and equipment, the Ministry of Housing strictly enforces the maintenance of facilities and equipment, regularly flipping the mattress, regularly waxing the furniture, strictly controlling the cotton fabric, the electrical appliances in the room, and the facilities and equipment. And use to extend its useful life. Especially for the maintenance of carpets, the Ministry of Housing has attached great importance to it. It is required that employees should do some cleaning in time as long as they find a bit of stain on the carpet. This will not only reduce the number of washings on the carpet, but also keep it. The overall health of the carpet.
In the overall maintenance and maintenance of the room, the Department of Housing and the Engineering Department conducted a comprehensive investigation of the air conditioning of the room to solve the problem of air conditioning leakage in the summer room. Some time ago, the guest complained that the room smelled loud. After investigation, the bathroom floor drain did not have a reflex, which caused the smell to be directly distributed to the room. The Ministry of Housing and Engineering immediately asked the leader to decide to replace the floor drain of all rooms and completely changed it. The problem of the smell of the bathroom is big. Although in the past year, the efforts of engineers have improved the condition of some facilities and equipment, there are still many problems in the overall maintenance of our rooms, which need to be solved jointly by the Engineering and Housing Department in the work next year.
Fourth, the product quality of the product The Department of Housing is to provide customers with clean, hygienic, safe and comfortable rooms.
1. In the aspect of sanitation, the Ministry of Housing will strictly disinfect the items in the room according to the star health standards.
Keep the bedding on one customer and one change, and the towel will be replaced at any time according to the customer's request. Bedding and towels require high-temperature disinfection during washing. Bathroom sanitary wares insist on the use of disinfectant-based cleaning agents. The cups in the room are immersed in 84 immersion and high-temperature disinfection. Telephones, TV remote controls, and all switches are disinfected with alcohol.
XX is the first year of the hotel's opening. The work of XX is an important stage for the hotel to be the foundation of the department. According to the overall plan of the hotel, under the care and support of the hotel leaders, under the efforts of all the staff of the housekeeping department, The Housing Department closely focuses on business-oriented and carries out work in the areas of employee training, service, facility equipment maintenance, and product quality control. The specific development of the above work will be reported last year:
I. Training Before the hotel opened, although the employees had three stages of military training, theoretical study and hotel internship, after the hotel opened, there was still a big gap between our employees in terms of business skills, service skills and on-the-spot response. In response to this phenomenon, the Ministry of Housing also echoed the hotel's call to keep training in the first place in the room work.
According to the actual situation of the staff, the department has developed a detailed training plan and adopted a variety of training methods for training. In the business skills training, we must first grasp the work program and standards, and give the employees a live drill based on the theoretical learning content, and let the employees personally operate, on-site guidance, and let the employees master the basic operational skills. Basic skills are good. Just practice more,
The goal of improving work efficiency will be achieved. Through these trainings, employees' work time has reached industry standards. The check-in time for the reception staff in the front hall is also kept at about three minutes. The front desk staff of the conference room has fully mastered the skills. Due to the lack of editing of the Concierge staff, the service quality of the Concierge Department has dropped significantly. Through the recent staff recruitment and training, the service quality of the Concierge has been significantly improved. After the quality of work in recent months, the Ministry of Housing is deeply aware of the importance of departmental training. In the next year's work, the Department of Housing will carry out targeted training according to each position.
Second, in terms of service, whether the hotel can retain residents, the key is software. In order to provide guests with a good sleeping condition, the Housekeeping Department has specially prepared a variety of stuffing pillows such as buckwheat pillows, chrysanthemum pillows, and cassia pillows. It is convenient for guests who do not like soft pillows. Each room's cabinet is also equipped with spare equipment. The quilt is convenient for guests to use. In addition, the room also delivers free fruit every day, flowers in the bedroom and bathroom, room delivery flowers and free fruit in other hotels are important services for guests, but in our hotel, guests only need to pay at the counter price, the agreed price, daily You will get a free seasonal fruit. All guests will receive flowers and enjoy the treatment of important guests in other hotels. This kind of initiative is also recognized by customers. Although the daily delivery of free fruit and flowers adds cost to the operation, the indirect benefits are far higher than his cost. In the future work, the Housekeeping Department will provide guests with more free services to facilitate their living according to the situation, providing guests with a living atmosphere of a home away from home. Next year, the Housing Department will implement a floor butler service plan. The butler service is a service advocated by modern high-star hotels. The department will carry out this work according to its own situation. The housekeeping department will break the existing service mode and management mode to improve service quality and management.
In addition, the Ministry of Housing will also increase the warm layout of the rooms, and strive to provide guests with a warm and comfortable living atmosphere.
The ultimate service of the hotel is personalized service, satisfaction and surprise service. This is also the service goal that the Ministry of Housing has been pursuing. How can we achieve personalized service? The Housing Department will hold a department meeting for this purpose, requiring each employee to work. Pay attention to the living of the guests, only in this way can you find the habits of the guests and serve them in a targeted manner. 330 guests are guests of Dafu Company and staying at the hotel for a long time. One day, the staff of the housekeeping department found a lot of cold medicine on the guest's desk when they cleaned the room. When they saw that the guest had covered two quilts, they reported the matter to the morning shift foreman. Because the hotel has regulations, can not buy medicine for the guests, so in order to express concern, the floor foreman prepared a hot ginger soup, but the guests did not come back in the afternoon, the morning shift foreman handed over the matter to the middle class foreman . At around 11 pm, the guest returned to the room, and the waiter immediately delivered the ginger soup to the guest room. The guests saw the bowl of hot ginger soup, and the gratitude was unspeakable.
III. Maintenance and Maintenance of Facilities and Equipment Everyone knows that the area of the Ministry of Housing Affairs accounts for nearly 70% of the hotel's operating area. The investment also accounts for a large proportion of the overall investment of the hotel. Whether the room facilities can reach the prescribed service life is directly affecting the hotel. The key to efficiency and long-term development, so in the maintenance of facilities and equipment, the Ministry of Housing strictly enforces the maintenance of facilities and equipment, regularly flipping the mattress, regularly waxing the furniture, strictly controlling the cotton fabric, the electrical appliances in the room, and the facilities and equipment. And use to extend its useful life. Especially for the maintenance of carpets, the Ministry of Housing has attached great importance to it. It is required that employees should do some cleaning in time as long as they find a bit of stain on the carpet. This will not only reduce the number of washings on the carpet, but also keep it. The overall health of the carpet.
In the overall maintenance and maintenance of the room, the Department of Housing and the Engineering Department conducted a comprehensive investigation of the air conditioning of the room to solve the problem of air conditioning leakage in the summer room. Some time ago, the guest complained that the room smelled loud. After investigation, the bathroom floor drain did not have a reflex, which caused the smell to be directly distributed to the room. The Ministry of Housing and Engineering immediately asked the leader to decide to replace the floor drain of all rooms and completely changed it. The problem of the smell of the bathroom is big. Although in the past year, the efforts of engineers have improved the condition of some facilities and equipment, there are still many problems in the overall maintenance of our rooms, which need to be solved jointly by the Engineering and Housing Department in the work next year.
Fourth, the product quality of the product The Department of Housing is to provide customers with clean, hygienic, safe and comfortable rooms.
1. In the aspect of sanitation, the Ministry of Housing will strictly disinfect the items in the room according to the star health standards.
Keep the bedding on one customer and one change, and the towel will be replaced at any time according to the customer's request. Bedding and towels require high-temperature disinfection during washing. Bathroom sanitary wares insist on the use of disinfectant-based cleaning agents. The cups in the room are immersed in 84 immersion and high-temperature disinfection. Telephones, TV remote controls, and all switches are disinfected with alcohol.
2, in order to ensure that the guests have a clean living environment, the department requires that the room should be cleaned no less than three times a day. After 9:00 in the morning, all the living rooms must be cleaned up before 12:00. After 14:00, the room will be cleaned up before 17:00, and the night bed will be opened and the room will be arranged once before 22:00. . In addition to the three cleanings that must be done, the customer is also required to clean the room at any time, even if there is a guest requesting to arrange the room in the latter half of the night. We also arrange for someone to serve. The production of ok room requires the foreman to strictly check the room according to the star rating of 100%, the supervisor is 50% spot check, and the manager has a 20% spot check system to ensure the quality of the room.
3. Safety in terms of safety includes the safety of employees' production and life and the personal and property safety of the guests.
Most of the hotel staff are from other places. The department often conducts safety education for employees during the usual training. It is required not to drink alcohol outside the house, go out with the best, and go to the sick staff department manager or arrange the supervisor to visit the department. The scope of the problem is solved by employees, such as the accommodation of male employees in the department. The Ministry of Housing Affairs organizes personnel to rent houses in the vicinity to facilitate employees to go to work, and the department arranges unified management. It solves the practical problems in the life of employees, and employees can feel at ease in their work in order to be at ease in their work. Through these tasks, the department stabilizes the workforce and gives employees a sense of belonging.
In the “Civilization and Tree Breeze” activities carried out by the hotel, the Housing Department actively organized the staff and management personnel to learn, and through the study, the employees learned more about the corporate culture and heritage of Rebecca and gave a speech at the hotel. In the competition, the company achieved good results. Through the selection competition, the department employee Yang Huan also participated in the tour speech organized by the head office on behalf of xx Grand Hotel. Through this tour speech, the reputation and reputation of xx Grand Hotel in the company was improved. In the red song meeting organized by the hotel, the Housing Department dispatched some employees to participate in the rehearsal of the hotel's cultural performances under the staff's nervous situation, and achieved remarkable results in the competition. It also enriched the employees' spare time and increased these activities. Teamwork and team cohesion of employees.
In terms of work safety, it is required to strictly follow the program operation so as not to be harmed by the labor tool, not to damage the equipment due to improper operation, or to be damaged by the equipment. Pay attention to the usual work
Whether the guest in the room has flammable, explosive, toxic materials and high-power electrical appliances in the room, etc., if suspicious persons are found walking around the building, they should report to the leader in time, and inform them according to the situation. In order to prevent customers from having a safety incident in the room, the Ministry of Housing has produced a number of warm reminders to put them in the proper position of the room, prompting the guests to pay attention, and also to prevent accidents and warnings.
5. In the initial stage of operation, due to the unclear location of the hotel, the occupancy rate of the rooms has not been high. In response to this situation, the Department of Housing and the Marketing Department have combined with Ctrip and eLong, the two most influential networks in China. The reservation company signed a reservation contract and launched promotional activities such as room loyalty cards and weekend specials. Through the continuous efforts of the marketing department and the Ministry of Housing, the operation of the guest rooms has gradually improved, the number of repeat customers has increased, and the operating efficiency has been obvious. As of November, the Ministry of Housing has completed a revenue of 4,884,300 yuan and realized a profit of 3,450,300 yuan. The average occupancy rate Keep at around 72%. Made a contribution to the overall goal of the hotel.
Although the Ministry of Housing has made some achievements in the first half of the year, it also exposed some shortcomings during this period of operation. The Ministry of Housing will continue to improve its work in response to these shortcomings in the work of next year and continue to focus on management. The strategic thinking of creating a brand for development to carry out various tasks, in the case of ensuring the completion of business objectives, continuously improve the quality of service, improve service facilities, and enhance the reputation and reputation of the company in the provincial capital gathered in the hotel. To provide guests with a clean, safe, comfortable and homely atmosphere! At the same time, we hope that the hotel leaders and brother departments will continue to support the work of the Ministry of Housing. The above is my job report for this year. Thank you all!
According to the actual situation of the staff, the department has developed a detailed training plan and adopted a variety of training methods for training. In the business skills training, we must first grasp the work program and standards, and give the employees a live drill based on the theoretical learning content, and let the employees personally operate, on-site guidance, and let the employees master the basic operational skills. Basic skills are good. As long as you practice more, the goal of improving work efficiency will be achieved. Through these trainings, employees' work time has reached industry standards. The check-in time for the reception staff in the front hall is also kept at about three minutes. The front desk staff of the conference room has fully mastered the skills. Due to the lack of editing of the Concierge staff, the service quality of the Concierge Department has dropped significantly. Through the recent staff recruitment and training, the service quality of the Concierge has been significantly improved. After the quality of work in recent months, the Ministry of Housing is deeply aware of the importance of departmental training. In the next year's work, the Department of Housing will carry out targeted training according to each position.
Second, in terms of service, whether the hotel can retain residents, the key is software. In order to provide guests with a good sleeping condition, the Housekeeping Department has specially prepared a variety of stuffing pillows such as buckwheat pillows, chrysanthemum pillows, and cassia pillows. It is convenient for guests who do not like soft pillows. Each room's cabinet is also equipped with spare equipment. The quilt is convenient for guests to use. In addition, the room also delivers free fruit every day, flowers in the bedroom and bathroom, room delivery flowers and free fruit in other hotels are important services for guests, but in our hotel, guests only need to pay at the counter price, the agreed price, daily You will get a free seasonal fruit. All guests will receive flowers and enjoy the treatment of important guests in other hotels. This kind of initiative is also recognized by customers. Although the daily delivery of free fruit and flowers adds cost to the operation, the indirect benefits are far higher than his cost. In the future work, the Housekeeping Department will provide guests with more free services to facilitate their living according to the situation, providing guests with a living atmosphere of a home away from home. Next year, the Housing Department will implement a floor butler service plan. The butler service is a service advocated by modern high-star hotels. The department will carry out this work according to its own situation. The housekeeping department will break the existing service mode and management mode to improve service quality and management.
In addition, the Ministry of Housing will also increase the warm layout of the rooms, and strive to provide guests with a warm and comfortable living atmosphere.
The ultimate service of the hotel is personalized service, satisfaction and surprise service. This is also the service goal that the Ministry of Housing has been pursuing. How can we achieve personalized service? The Housing Department will hold a department meeting for this purpose, requiring each employee to work. Pay attention to the living of the guests, only in this way can you find the habits of the guests and serve them in a targeted manner. 330 guests are guests of Dafu Company and staying at the hotel for a long time. One day, the staff of the housekeeping department found a lot of cold medicine on the guest's desk when they cleaned the room. When they saw that the guest had covered two quilts, they reported the matter to the morning shift foreman. Because the hotel has regulations, can not buy medicine for the guests, so in order to express concern, the floor foreman prepared a hot ginger soup, but the guests did not come back in the afternoon, the morning shift foreman handed over the matter to the middle class foreman . At around 11 pm, the guest returned to the room, and the waiter immediately delivered the ginger soup to the guest room. The guests saw the bowl of hot ginger soup, and the gratitude was unspeakable.
III. Maintenance and Maintenance of Facilities and Equipment Everyone knows that the area of the Ministry of Housing Affairs accounts for nearly 70% of the hotel's operating area. The investment also accounts for a large proportion of the overall investment of the hotel. Whether the room facilities can reach the prescribed service life is directly affecting the hotel. The key to efficiency and long-term development, so in the maintenance of facilities and equipment, the Ministry of Housing strictly enforces the maintenance of facilities and equipment, regularly flipping the mattress, regularly waxing the furniture, strictly controlling the cotton fabric, the electrical appliances in the room, and the facilities and equipment. And use to extend its useful life. Especially for the maintenance of carpets, the Ministry of Housing has attached great importance to it. It is required that employees should do some cleaning in time as long as they find a bit of stain on the carpet. This will not only reduce the number of washings on the carpet, but also keep it. The overall health of the carpet.
In the overall maintenance and maintenance of the room, the Department of Housing and the Engineering Department conducted a comprehensive investigation of the air conditioning of the room to solve the problem of air conditioning leakage in the summer room. Some time ago, the guest complained that the room smelled loud. After investigation, the bathroom floor drain did not have a reflex, which caused the smell to be directly distributed to the room. The Ministry of Housing and Engineering immediately asked the leader to decide to replace the floor drain of all rooms and completely changed it. The problem of the smell of the bathroom is big. Although in the past year, the efforts of engineers have improved the condition of some facilities and equipment, there are still many problems in the overall maintenance of our rooms, which need to be solved jointly by the Engineering and Housing Department in the work next year.
Fourth, the product quality of the product The Department of Housing is to provide customers with clean, hygienic, safe and comfortable rooms.
1. In the aspect of sanitation, the Ministry of Housing will strictly disinfect the items in the room according to the star health standards.
Keep the bedding on one customer and one change, and the towel will be replaced at any time according to the customer's request. Bedding and towels require high-temperature disinfection during washing. Bathroom sanitary wares insist on the use of disinfectant-based cleaning agents. The cups in the room are immersed in 84 immersion and high-temperature disinfection. Telephones, TV remote controls, and all switches are disinfected with alcohol.
XX is the first year of the hotel's opening. The work of XX is an important stage for the hotel to be the foundation of the department. According to the overall plan of the hotel, under the care and support of the hotel leaders, under the efforts of all the staff of the housekeeping department, The Housing Department closely focuses on business-oriented and carries out work in the areas of employee training, service, facility equipment maintenance, and product quality control. The specific development of the above work will be reported last year:
I. Training Before the hotel opened, although the employees had three stages of military training, theoretical study and hotel internship, after the hotel opened, there was still a big gap between our employees in terms of business skills, service skills and on-the-spot response. In response to this phenomenon, the Ministry of Housing also echoed the hotel's call to keep training in the first place in the room work.
According to the actual situation of the staff, the department has developed a detailed training plan and adopted a variety of training methods for training. In the business skills training, we must first grasp the work program and standards, and give the employees a live drill based on the theoretical learning content, and let the employees personally operate, on-site guidance, and let the employees master the basic operational skills. Basic skills are good. Just practice more,
The goal of improving work efficiency will be achieved. Through these trainings, employees' work time has reached industry standards. The check-in time for the reception staff in the front hall is also kept at about three minutes. The front desk staff of the conference room has fully mastered the skills. Due to the lack of editing of the Concierge staff, the service quality of the Concierge Department has dropped significantly. Through the recent staff recruitment and training, the service quality of the Concierge has been significantly improved. After the quality of work in recent months, the Ministry of Housing is deeply aware of the importance of departmental training. In the next year's work, the Department of Housing will carry out targeted training according to each position.
Second, in terms of service, whether the hotel can retain residents, the key is software. In order to provide guests with a good sleeping condition, the Housekeeping Department has specially prepared a variety of stuffing pillows such as buckwheat pillows, chrysanthemum pillows, and cassia pillows. It is convenient for guests who do not like soft pillows. Each room's cabinet is also equipped with spare equipment. The quilt is convenient for guests to use. In addition, the room also delivers free fruit every day, flowers in the bedroom and bathroom, room delivery flowers and free fruit in other hotels are important services for guests, but in our hotel, guests only need to pay at the counter price, the agreed price, daily You will get a free seasonal fruit. All guests will receive flowers and enjoy the treatment of important guests in other hotels. This kind of initiative is also recognized by customers. Although the daily delivery of free fruit and flowers adds cost to the operation, the indirect benefits are far higher than his cost. In the future work, the Housekeeping Department will provide guests with more free services to facilitate their living according to the situation, providing guests with a living atmosphere of a home away from home. Next year, the Housing Department will implement a floor butler service plan. The butler service is a service advocated by modern high-star hotels. The department will carry out this work according to its own situation. The housekeeping department will break the existing service mode and management mode to improve service quality and management.
In addition, the Ministry of Housing will also increase the warm layout of the rooms, and strive to provide guests with a warm and comfortable living atmosphere.
The ultimate service of the hotel is personalized service, satisfaction and surprise service. This is also the service goal that the Ministry of Housing has been pursuing. How can we achieve personalized service? The Housing Department will hold a department meeting for this purpose, requiring each employee to work. Pay attention to the living of the guests, only in this way can you find the habits of the guests and serve them in a targeted manner. 330 guests are guests of Dafu Company and staying at the hotel for a long time. One day, the staff of the housekeeping department found a lot of cold medicine on the guest's desk when they cleaned the room. When they saw that the guest had covered two quilts, they reported the matter to the morning shift foreman. Because the hotel has regulations, can not buy medicine for the guests, so in order to express concern, the floor foreman prepared a hot ginger soup, but the guests did not come back in the afternoon, the morning shift foreman handed over the matter to the middle class foreman . At around 11 pm, the guest returned to the room, and the waiter immediately delivered the ginger soup to the guest room. The guests saw the bowl of hot ginger soup, and the gratitude was unspeakable.
III. Maintenance and Maintenance of Facilities and Equipment Everyone knows that the area of the Ministry of Housing Affairs accounts for nearly 70% of the hotel's operating area. The investment also accounts for a large proportion of the overall investment of the hotel. Whether the room facilities can reach the prescribed service life is directly affecting the hotel. The key to efficiency and long-term development, so in the maintenance of facilities and equipment, the Ministry of Housing strictly enforces the maintenance of facilities and equipment, regularly flipping the mattress, regularly waxing the furniture, strictly controlling the cotton fabric, the electrical appliances in the room, and the facilities and equipment. And use to extend its useful life. Especially for the maintenance of carpets, the Ministry of Housing has attached great importance to it. It is required that employees should do some cleaning in time as long as they find a bit of stain on the carpet. This will not only reduce the number of washings on the carpet, but also keep it. The overall health of the carpet.
In the overall maintenance and maintenance of the room, the Department of Housing and the Engineering Department conducted a comprehensive investigation of the air conditioning of the room to solve the problem of air conditioning leakage in the summer room. Some time ago, the guest complained that the room smelled loud. After investigation, the bathroom floor drain did not have a reflex, which caused the smell to be directly distributed to the room. The Ministry of Housing and Engineering immediately asked the leader to decide to replace the floor drain of all rooms and completely changed it. The problem of the smell of the bathroom is big. Although in the past year, the efforts of engineers have improved the condition of some facilities and equipment, there are still many problems in the overall maintenance of our rooms, which need to be solved jointly by the Engineering and Housing Department in the work next year.
Fourth, the product quality of the product The Department of Housing is to provide customers with clean, hygienic, safe and comfortable rooms.
1. In the aspect of sanitation, the Ministry of Housing will strictly disinfect the items in the room according to the star health standards.
Keep the bedding on one customer and one change, and the towel will be replaced at any time according to the customer's request. Bedding and towels require high-temperature disinfection during washing. Bathroom sanitary wares insist on the use of disinfectant-based cleaning agents. The cups in the room are immersed in 84 immersion and high-temperature disinfection. Telephones, TV remote controls, and all switches are disinfected with alcohol.
2, in order to ensure that the guests have a clean living environment, the department requires that the room should be cleaned no less than three times a day. After 9:00 in the morning, all the living rooms must be cleaned up before 12:00. After 14:00, the room will be cleaned up before 17:00, and the night bed will be opened and the room will be arranged once before 22:00. . In addition to the three cleanings that must be done, the customer is also required to clean the room at any time, even if there is a guest requesting to arrange the room in the latter half of the night. We also arrange for someone to serve. The production of ok room requires the foreman to strictly check the room according to the star rating of 100%, the supervisor is 50% spot check, and the manager has a 20% spot check system to ensure the quality of the room.
3. Safety in terms of safety includes the safety of employees' production and life and the personal and property safety of the guests.
Most of the hotel staff are from other places. The department often conducts safety education for employees during the usual training. It is required not to drink alcohol outside the house, go out with the best, and go to the sick staff department manager or arrange the supervisor to visit the department. The scope of the problem is solved by employees, such as the accommodation of male employees in the department. The Ministry of Housing Affairs organizes personnel to rent houses in the vicinity to facilitate employees to go to work, and the department arranges unified management. It solves the practical problems in the life of employees, and employees can feel at ease in their work in order to be at ease in their work. Through these tasks, the department stabilizes the workforce and gives employees a sense of belonging.
In the “Civilization and Tree Breeze” activities carried out by the hotel, the Housing Department actively organized the staff and management personnel to learn, and through the study, the employees learned more about the corporate culture and heritage of Rebecca and gave a speech at the hotel. In the competition, the company achieved good results. Through the selection competition, the department employee Yang Huan also participated in the tour speech organized by the head office on behalf of xx Grand Hotel. Through this tour speech, the reputation and reputation of xx Grand Hotel in the company was improved. In the red song meeting organized by the hotel, the Housing Department dispatched some employees to participate in the rehearsal of the hotel's cultural performances under the staff's nervous situation, and achieved remarkable results in the competition. It also enriched the employees' spare time and increased these activities. Teamwork and team cohesion of employees.
In terms of work safety, it is required to strictly follow the program operation so as not to be harmed by the labor tool, not to damage the equipment due to improper operation, or to be damaged by the equipment. Pay attention to the usual work
Whether the guest in the room has flammable, explosive, toxic materials and high-power electrical appliances in the room, etc., if suspicious persons are found walking around the building, they should report to the leader in time, and inform them according to the situation. In order to prevent customers from having a safety incident in the room, the Ministry of Housing has produced a number of warm reminders to put them in the proper position of the room, prompting the guests to pay attention, and also to prevent accidents and warnings.
5. In the initial stage of operation, due to the unclear location of the hotel, the occupancy rate of the rooms has not been high. In response to this situation, the Department of Housing and the Marketing Department have combined with Ctrip and eLong, the two most influential networks in China. The reservation company signed a reservation contract and launched promotional activities such as room loyalty cards and weekend specials. Through the continuous efforts of the marketing department and the Ministry of Housing, the operation of the guest rooms has gradually improved, the number of repeat customers has increased, and the operating efficiency has been obvious. As of November, the Ministry of Housing has completed a revenue of 4,884,300 yuan and realized a profit of 3,450,300 yuan. The average occupancy rate Keep at around 72%. Made a contribution to the overall goal of the hotel.
Although the Ministry of Housing has made some achievements in the first half of the year, it also exposed some shortcomings during this period of operation. The Ministry of Housing will continue to improve its work in response to these shortcomings in the work of next year and continue to focus on management. The strategic thinking of creating a brand for development to carry out various tasks, in the case of ensuring the completion of business objectives, continuously improve the quality of service, improve service facilities, and enhance the reputation and reputation of the company in the provincial capital gathered in the hotel. To provide guests with a clean, safe, comfortable and homely atmosphere! At the same time, we hope that the hotel leaders and brother departments will continue to support the work of the Ministry of Housing. The above is my job report for this year. Thank you all!
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