A short collection of 5 speeches on the year-end work summary of the hotel room department

As time passes silently, the new year is opening its arms to us. You must be preparing the annual work summary of the hotel housekeeping department! We need to carefully summarize the gains and losses of this year. Are you thinking about how to write a good annual work summary for the hotel room department? Now I recommend you to read the brief speech of the hotel room department’s year-end work summary. Please bookmark this page immediately for easy reading again! A brief speech on the year-end work summary of the hotel guest room department (Part 1)

The new year has begun. Looking back on the work in XX, under the correct guidance and help of the hotel leaders, we have the unity and cooperation of everyone and our own With continuous efforts, we can lead the staff of the guest room department to successfully complete various tasks in the hotel. There are still deficiencies in some service details, which require us to continuously improve and improve, continue to carry forward team spirit, and strive for new achievements in XX. The following is a summary of my work over the past year:

(1) Execution of job responsibilities:

Personnel management: Hotels are an industry with service as the core, and the quality of employees is high and low. , directly affects the rise and fall of the hotel. Therefore, improving staff quality and service quality is the most critical link in hotel management. There are many people in the guest rooms and the work is trivial. The completion of each job requires the joint efforts of employees, so personnel management is crucial. In addition to regularly studying the hotel's rules and regulations, and the quality supervision department's training on etiquette and operational knowledge for guest rooms, I also have to analyze and correct the problems encountered in the previous day's health services and employees' ideological dynamics in a timely manner during every morning shift meeting, and try to improve the situation for the better. Guide to improve service quality and personnel quality. We also hold guest room all-staff meetings from time to time to summarize the good aspects of our work and the areas that need improvement. Praise the good aspects and warn about the existing problems. Let employees know what they should do and how to do it. This will further improve personnel quality and service quality.

In terms of guest room hygiene services: the hygiene quality of the guest room department remained relatively stable in 2017. Hygiene quality is the lifeline of the guest rooms. No sloppiness can occur in any link of the department. The guest rooms continue to adhere to the principle of "employee self-service". According to the purpose of "check, monitor inspection, and manager spot check", when the guest room was short of staff for a period of time, we made corresponding adjustments in a timely manner and arranged the shifts flexibly. Under this situation, the hygiene of the guest room could still be maintained with good quality. It also further improves the spirit of unity and cooperation in the guest rooms. In terms of service, supervise employees to abide by store disciplines and rules, and provide services in strict accordance with service specifications, standards and procedures.

Management in terms of controlling losses, increasing revenue and reducing expenses: In line with the idea that saving is creating profits, and to eliminate waste, we implement a squad leader regional responsibility system for the distribution of small items. The squad leaders of each district will take charge in the morning, and the remaining items will be taken care of in the evening Collect and keep records to ensure that receipts and dispatches are clear and the accounts are clear. The average saving rate of small items in XX is 30. . (The average monthly cost of small items is RMB yuan.) Since May 20, the original washing company has relocated due to some reasons, and we have re-investigated several companies, including company location, washing quality, washing price, and whether the service is in place. I chose a more suitable one in Dagang and saved 2.8 yuan on the film washing fee for each room compared to the original one. In order to save electricity, the remote control of the guest room air conditioner is adjusted to the appropriate temperature in summer and winter, and the air conditioner, TV and other electrical appliances are shut down when no one is around. The batteries of the air conditioner remote control and TV remote control are used with old batteries replaced from the door locks. A dedicated person is responsible for turning on and off the corridor lights in the morning and evening. The water dispenser is turned off by the ward rounds after guests check out, which also improves employees' awareness of energy conservation.

Management of conference reception and OK hall use: There are more conferences at the end of this year. The department staff and I have put a lot of effort into conference reception. Since there are only four conference rooms in the hotel, each conference is The number of people, table layout, and time requirements are all different. After the marketing order is issued, I analyze it carefully, starting from the attendees, table layout (including how many chairs and tables are used, sometimes the chairs and tables are downstairs and upstairs) (move back and forth), checkout reminders, and meeting time requirements are all carefully arranged.

When the meeting comes, we will discuss it with the participating supervisors until all the participants are satisfied. Sometimes, for large meetings held all day long on the third floor, the tables have to be removed and set up at noon and in the evening. Due to the lack of staff, our manager basically removes the tables together with the employees. Set the stage and conduct. The use time of the OK hall is relatively flexible, and it is often used unexpectedly without reservation in advance. In this case, we can be on call at any time. I myself also came immediately after hearing the call to use the OK hall many times. There has never been any time delay in using the OK hall.

Management of reception and reception of long private rooms: Long private rooms are an important source of hotel economy. In order to satisfy the customers of long-term private rooms, we promptly understand the customers' work and rest time and life requirements for the existing long-term private rooms, and provide personalized services. Regularly consult customers for their opinions, and provide them with regular hygiene, email sending and receiving, leisure and entertainment, clothes washing, etc.

Regular inspection, repair and maintenance of facilities and equipment, and safety management: the guest room department occupies a large area of ????the hotel's operating area, and the investment also accounts for a large proportion of the hotel's overall investment. Whether the guest room facilities can meet the requirements The service life is the key that directly affects the efficiency and long-term development of the hotel. Therefore, the housekeeping department strictly implements the maintenance regulations of facilities and equipment. For example, the water dispenser in the guest room is disinfected and cleaned once every three months, and the air-conditioning net is brushed once every three months. , shower curtains, screens, and gauze curtains should be cleaned three times a year, and mattresses should be turned over once a quarter. Strictly operate and use cotton fabrics, room electrical appliances, and facilities and equipment in correct ways to extend their service life. In particular, we attach great importance to the maintenance of carpets. We require our employees to clean them promptly whenever they find spot stains on the carpet during their daily work. This will not only reduce the number of times the carpet is washed, but also maintain the integrity of the carpet. Hygiene, etc... and keep records to avoid oversight loopholes, so as to better serve customers from the smallest details, make guests feel at home, and welcome more repeat customers. In terms of safety, timely and regular inspections of electrical switches, water switches, door locks, door chains, heating, air conditioning, etc. are carried out to prevent leaks, leaks and theft before they occur. Regularly put in rat poison, cockroach poison, etc. to prevent and control pests in a timely manner. Timely observation and disinfection of the hazards in guest rooms prevent the spread of infectious diseases. Timely reminders are given to the elderly, weak, sick and disabled guests to avoid falls and scratches.

(2) At work Existing problems

1. Service quality needs to be learned from high-level staff, and personnel quality needs to be further improved. In particular, the operating procedures for conference reception staff need to be standardized and require further training.

2. The guest room inspection and regular inspection system needs to be further strengthened to prevent accidents before they occur.

3. The storage and collection of small items and films need to be strictly controlled in terms of standardization and institutionalization.

(3) Next step work goals

1. Cooperate with the Quality Supervision Department to strengthen training in terms of personnel quality and service quality, improve service quality, and standardize service quality. As soon as I got to work in February XX, I was ready to cooperate with the Quality Supervision Department to first conduct professional training for the conference personnel, from etiquette and courtesy to practical operations. Expected to reach standardization level.

2. Continue to strengthen guest room hygiene management, and ensure "employee self-examination, monitor inspection, and manager spot inspection" without any carelessness. Employee self-examination includes sanitation and maintenance of facilities and equipment. The squad leader in each area must check the guest rooms, guest rooms and vacant rooms every day, and have inspection records. The manager randomly inspects at least 20 rooms every day and keeps inspection records. The monitor and manager of the long private room must check in every day. We will strive to avoid any guest complaints regarding hygiene in 2017. (In conjunction with the instructions in Article 3 of the hardware facility inspection).

3. Develop a regular inspection and maintenance system for hardware (faucet switches, valves under the basin and toilet, snakeskin pipes, air conditioners, TVs, lights, electrical switches), etc. to avoid unexpected accidents.

In the next year, we are going to have two managers and three monitors from each area of ??room management conduct joint inspections of room facilities and equipment and sanitation every Wednesday afternoon. In the first week of every month, we will inspect the second, third and middle floors of the AB area of ??the North Building. In the second week, we checked the fourth and fifth floors of the AB area of ??the North Building and the second floor of the middle building. In the third week, we checked the third floor and conference room of the middle building. In the fourth week, we checked the facilities of the environmental area and service desk. Equipment and sanitation, each inspection personnel will sign individually. Hold a monthly meeting of all guest room staff to announce the results. Departments with many problems and good departments will be recorded and appropriate rewards and punishments will be given at the end of the year.

4. Make sure that guests are satisfied every time they use the conference room and OK hall in the hotel.

5. Strengthen the management of storage in warehouses and disinfection rooms, strictly control scrap standards, and save expenses.

6. Pay attention to the work style of the department, strengthen humanized management, unite as one, and form a good working atmosphere.

The above is my report on the work in 2017 and my work ideas in 2017. Finally, I would like to thank the hotel leaders for their support of the guest room work, thank all departments for their good cooperation in the guest room work, and thank all the staff of the guest room department. I also sincerely hope that everyone will continue to work together to make a better tomorrow for the hotel. A brief speech on the year-end work summary of the hotel guest room department (Part 2)

The most important work of the hotel guest room this year is the front decoration work. After receiving the notice to go to work, in order to put the new guest room into use one day earlier, I and Everyone overcame many difficulties and carried forward the spirit of not being afraid of hardship or tiredness. On the basis of completing their own work every day, they worked overtime and fought continuously. In a short time, they completed the cleaning, placement and decoration of the new and old furniture in the room. , the indoor and outdoor sanitation and cleaning work in the mid-term and late stages ensured the decoration and timely rental of guest rooms, and made our contribution to the hotel's increase in revenue. The following is a summary of my personal work.

1. Efforts to improve the quality of customer service

In order to reflect the professionalism of the guest room staff, in view of my unfamiliarity, non-standardization and phenomenon of service terms in each position, I Among my colleagues, I learned the service terminology of the position during the training of the manager in charge of the guest rooms of the hotel, and then absorbed the essence and used it as my language guide for communicating with guests. Since I started standardizing my service terms, I have made significant improvements in my communication with customers. So in any period of work, the most important thing is persistence, reviewing the past and learning new things. I will study and apply this more.

2. Work hard to be a good receptionist at the front desk

Front desk work requires a large amount of information. Although I have not worked at the front desk for a long time, I myself have done the investigation and extensive collection of the headquarters. Information, and strive to expand their knowledge in order to better provide services to guests. Although I worked at the front desk for a short period of time, I worked hard and learned a lot of knowledge that can be used in daily room service, which was a great benefit. In order to effectively improve the pass rate of guest room quality, we have done self-examination after cleaning and asked the foreman to re-examine, striving to minimize omissions, and also added "three degrees" of angles for beds and quilts, brightness of furniture polishing, and speed of work processes. "Require. Make guest room work orderly, speedy and complete with quality assurance.

3. Effectively improve my practical skills

In order to do a good job in the sanitation and service of the guest rooms, I followed the floor employees to learn the floor service work, and learned about room cleaning skills and ward rounds. techniques to learn and practice. Through study, I learned the two parts and four procedures of the room cleaning procedure. If the procedures are reversed, it will cause duplication of work and delay time. I found that my own operation was very unstandardized and unscientific. In response to the existing problems, I asked the foreman and other staff about techniques, methods and required effects, analyzed the existing problems, and reviewed the results of my operations. Compare them and correct my bad operating habits. Certain results have been achieved. The quality of room sanitation has been improved, there have been fewer overtimes in ward rounds, and there have been no more errors in ward rounds.

A brief speech on the year-end work summary of the hotel room department (Part 3)

The year of xxxx is the first year of the hotel’s opening. The work of xxxx is an important stage for the hotel and the department to lay the foundation. The housekeeping department will be based on the hotel’s overall plan. , with the care and support of hotel leaders and the efforts of all housekeeping department employees, the housekeeping department focuses on operations and carries out work in several aspects such as employee training, services, facility and equipment maintenance, and product quality control. Now we will report on the specific progress of the above work last year:

1. Training

Before the opening of the hotel, although the employees went through three stages of military training, theoretical study and hotel internship, but in the hotel After the opening, employees were still far from our standards in terms of business skills, service skills, and on-the-spot response. In response to this phenomenon, the housekeeping department also responded to the hotel’s call and always put training first in guestroom work.

Based on the actual situation of employees, the department has formulated detailed training plans and adopted a variety of training methods. In terms of business skills training, we first master the working procedures and standards, then provide on-site drills to employees based on theoretical learning materials, and allow employees to operate in person and provide on-site guidance so that employees can master basic operating skills. The basic skills have been practiced. With more practice, your goal of improving work efficiency will be achieved. Through these trainings, employees’ house-making time has reached industry standards. The reception time for guest check-in in the front hall also lasts about three minutes, and the front desk staff of the conference row room have fully mastered their skills. Some time ago, due to the lack of staff in the concierge department, the service quality of the concierge department dropped significantly. Through recent staff recruitment and training, the service quality of the concierge department has significantly improved. After the ups and downs in work quality in recent months, the Housekeeping Department is deeply aware of the importance of departmental training. In next year's work, the Housekeeping Department will carry out targeted training based on each position.

2. In terms of service

Whether a hotel can retain guests depends on software, that is, service. In order to provide guests with a good sleeping condition, the housekeeping department has specially prepared pillows with a variety of filling materials, such as buckwheat pillows, chrysanthemum pillows, and cassia pillows, for the convenience of guests who do not like soft pillows. The cabinets in each room are also equipped with Spare quilts are provided for guests’ convenience. In addition, free fruit is delivered to the room every day, and flowers are provided in the bedroom and bathroom. In other hotels, flowers and free fruit are delivered to the room only for important guests. However, in our hotel, guests only need to check in at the counter price or negotiated price. , you will get a free seasonal fruit every day, and all guests will receive flowers when they check in, enjoying the treatment that only important guests in other hotels can enjoy. Such measures have also been recognized by the majority of customers. Although sending free fruits and flowers every day increases operating costs, the indirect benefits it brings far exceed his costs. In the future work, the housekeeping department will also provide guests with more free services to facilitate their lives according to the situation, and provide guests with a living atmosphere of a home away from home. Over the next year, the Housekeeping Department will implement a floor butler service program. Butler service is a service respected by modern high-end hotels. The department will carry out this work according to its own situation. The housekeeping department will break the existing service model and management model to improve service quality and management.

In addition, the housekeeping department will also increase the warmth of the rooms and strive to provide guests with a warm and comfortable living atmosphere.

The ultimate in hotel service is personalized service, satisfaction and surprise service. This is also the service goal that the housekeeping department has always pursued. How can we achieve personalized service? The housekeeping department held a department meeting for this purpose. Each employee is required to pay attention to the daily life of the guests during work. Only in this way can they discover the habits of the guests and provide targeted services. Guest 330 is a guest of xx company and stays in the hotel for a long time. One day when the housekeeping staff was cleaning the room, they found a lot of cold medicine on the guest's table and saw that the guest had covered himself with two quilts, so he reported the matter to the morning shift foreman. Because the hotel has regulations and cannot purchase medicines for guests, so in order to show concern, the floor foreman prepared a hot ginger soup. However, the guest did not come back in the afternoon, so the morning shift foreman handed over the matter to the middle shift foreman. .

When the guest returned to the room around 11 o'clock in the evening, the waiter immediately delivered the boiled ginger soup to the guest's room. When the guest saw the bowl of hot ginger soup, his gratitude was beyond words.

3. Maintenance and upkeep of facilities and equipment

Everyone knows that the housekeeping department accounts for nearly 70% of the hotel’s operating area, and the investment also accounts for a large proportion of the hotel’s overall investment. Guest rooms Whether the facilities can reach the specified service life is the key to directly affecting the hotel's efficiency and long-term development. Therefore, the housekeeping department strictly implements the facilities and equipment maintenance regulations, regularly turns over mattresses, and regularly waxes and maintains furniture. Operate and use cotton fabrics, room electrical appliances, and facilities and equipment in correct ways to extend their service life. In particular, the housekeeping department attaches great importance to the maintenance of carpets. Employees are required to clean the carpets in time whenever they find some stains on the carpets during their daily work. This will not only reduce the number of times the carpets are washed, but also Continues overall carpet hygiene.

Regarding the overall care and maintenance of the room, the housekeeping department and the engineering department conducted a comprehensive inspection of the room's air conditioner and solved the leakage of the room air conditioner in summer. Some time ago, a guest complained about a strong smell in the bathroom. After investigation, it was found that the bathroom floor drain did not have a deflection, causing the odor to spread directly to the room. The housekeeping department and the engineering department immediately asked the leaders for instructions and decided to replace the floor drains in all rooms, which completely changed the situation. The bathroom smell problem. Although the engineering staff's efforts have improved the conditions of some facilities and equipment in the past year, there are still many problems in the overall maintenance of our rooms, which need to be solved by the engineering and housekeeping departments in the next year's work. A brief speech on the year-end work summary of the hotel guest room department (Part 4)

Looking back on the work in 20XX, I feel that I have gained a lot and gained a lot. In order to take the department's work to a higher level next year, it is necessary to summarize the gains and losses in this year's work. Let's summarize my work below. Overall review of the work:

Profitability is the first goal of an enterprise and the guarantee for its survival. The work of a department must also focus on the central work of the enterprise. As a service department, the housekeeping department is our first priority to provide guests with a clean, quiet, comfortable and warm resting environment, but at the same time we are also responsible for generating revenue and reducing expenses for the company. Over the past year, through the joint efforts of all employees and department managers, the parts with operating indicators have completed the tasks assigned to us by the leaders of the villa at last year's work meeting. While working hard to generate income, we also do not forget to save. The department carries out the saving work throughout the year. While ensuring the quality of work and not affecting customer service, we do our best to reduce costs. We are fully aware of every penny saved. It's all the group's profits. In 20XX, I completed the following tasks:

1. Learn and standardize the service terminology of the position, and strive to improve the quality of customer service. In order to reflect the professionalism of hotel staff, in view of my unfamiliarity and irregularity with the service terminology of each position, I learned the service terminology of the position among my colleagues and during the training of the manager in charge of the guest rooms of the group, and carried out the practice of retaining the essence. Remove the bold and then absorb it for use as my language guide for communicating with guests. Since I started standardizing my service terms, I have made significant improvements in my communication with customers. So in any period of work, the most important thing is persistence, reviewing the past and learning new things. I will increase the intensity of learning and application of this.

2. Increase revenue and reduce expenditure, reduce costs and increase efficiency, starting from scratch. The guest room department is the company's main revenue-generating department, and its costs are also very high. Based on the idea that saving is creating profits, my colleagues and I start from ourselves, start from scratch, and eliminate all waste. The main performance In: ① Recycle disposable low-value consumables for guests, such as toothpaste, which can be used as a cleaning agent ② It is required to turn off the aisle lights on the check-out floor every morning and turn them on after six o'clock in the night shift; unplug and remove after check-out If the electricity card is implemented day after day, the company can save a lot of money in electricity bills.

3. In order to do a good job in the sanitation and service of the guest rooms, the leaders often assess and evaluate our room cleaning skills and ward rounds.

From this, we found out whether there were any non-standard and unscientific problems in our operations. In response to the existing problems, the district leaders and above held a special meeting to analyze the existing problems, retrain the employees, and correct the bad operating habits of the employees. We also used the off-season to practice continuously and carefully cleaned and inspected each room. Through the assessment, we achieved certain results. The sanitary quality of the rooms was improved and the number of overtimes for ward rounds was reduced.

4. The leaders adopted centralized training, special training, individual guidance training and other methods for employees, which greatly improved employees’ hotel awareness, further deepened the service concept, and made employees consciously take a smile. We have a clear understanding of what personalized service is, from sensibility to rationality, and the entire group has formed a good atmosphere of "all work is to satisfy guests." This deepens employees' comprehensive review and improvement of early job training, department training, and team training from theory to practice.

Due to various reasons, there are some problems in my work:

1. It is easy to bring personal emotions to work. I am enthusiastic and considerate when I am happy, and slack off when I am unhappy. , try to overcome this situation as much as possible in the future, and truly establish in your mind: the consciousness that the customer is God.

2. The cleanliness of rooms and public areas needs to be further improved.

3. The service standards of each position need to be further strengthened. A brief speech on the year-end work summary of the hotel room department (Part 5)

I am very honored to be a member of XX Hotel. Thanks to the trust of all the managers, I have been entrusted with important tasks. Although I have accumulated a lot of experience in the hotel industry Bits and pieces of work experience. But since I came to XX, I have discovered that I still have many shortcomings in my work. I feel that I need to continue to learn, continue to improve, and constantly enrich myself in order to live up to the expectations and love of my leaders.

The 20xx year has become a thing of the past. The guest room work has gone smoothly with the efforts of all employees, but there are still problems. Here is the following summary:

The proficiency of employees in the operation process Not enough, service skills are lacking. Compared with regular hotels of the same star rating, there is a gap in experience. Standardized services can be handled, but flexibility and personalized services are relatively lacking, and five-star hotels must have such services. In XX, we mainly focus on training to strengthen the service awareness of waiters. A department-wide training is organized once a month. Each team uses the morning meeting time every day to conduct brief training on things as small as the placement of towels, how to polish cups, and as big as how to make large clearings, etc. Let employees learn a sentence of English every day to improve the overall quality of employees in the department. Take hotel services to a higher level.

The inspection system for guest room hygiene still needs to be strengthened, and more walk-through management should be implemented. The department conducts a joint inspection once a week to compare teams and select outstanding teams. Mobilize the enthusiasm of employees and promote their sense of collective honor. So that employees can feel that they are a collective at any time, and everything they do will represent the team.

Some time ago, there was a large turnover of employees, which shows that there is a lack of communication and communication with employees, resulting in insufficient employee stability. You should communicate more with employees to understand their psychological dynamics. Provide more care and help in life and work, so that employees can feel the warmth of the collective and feel that the hotel is paying attention to them.

I will gradually correct the shortcomings summarized above. At the same time, based on the characteristics of our hotel, we will make the following work ideas and main strategies for future guest room work. If there are any shortcomings, please lead me. Give guidance:

Improve employee service quality, strengthen employee service awareness, and conduct comprehensive training for all employees (including new employees and old employees). We also work with foremen to formulate training plans, provide employee skills training, and supervise the implementation. Ensure that each employee masters the skills required for their work and at the same time provides customer service: service, initiative, courtesy, and patience. Thoughtful, befitting a five-star hotel.

Control materials, increase revenue and reduce expenditure: Strengthen employees’ awareness of conservation, advocate the control of waste of water, electricity and other energy, and implement a material management responsibility system to control costs and expenses. Make sure the lights in the guest room are turned off when people leave. And after the meeting, employees were asked to collect empty mineral water bottles and put them in the toilet water tank to save water. Each foreman is required to register the consumption of disposable items in a register every day. Strictly control supplies.

Encourage employees to avoid room inspections. On the one hand, it is to improve the enthusiasm of employees, and on the other hand, it allows the foreman to have time and energy to focus on training. Employee wages are linked to performance. Employees retain a minimum salary, and the rest is directly linked to the actual number of rooms built in the month and the hygiene quality of the rooms, fully motivating employees to avoid doing the same thing well and badly.

Improve the hygiene quality of the guest rooms, increase the supervision of the hygiene quality of the guest rooms, ensure that each guest room is kept in the best condition, and implement level-by-level management. Employees are responsible for the rooms they clean; the foreman is responsible for the rooms under his jurisdiction. Strictly inspect the sanitary quality and equipment of rooms on each floor one by one; conduct comprehensive supervision and inspection of room cleaning by every employee on duty; resolutely prevent guest complaints caused by sanitary quality problems from affecting the reputation of the hotel.