Summary is a written material to review and analyze the study, work, life or its completion, including achievements, existing problems, experiences and lessons gained in a certain period. Can give people the motivation to work hard. Let's learn to write a summary together. Have you figured out how to write a summary? The following is my summary of the annual work of hotel room service (5 general remarks), which is for reference only and I hope it will help you.

Annual work summary of hotel room service (5 general remarks) 1 I was transferred to the security department of xx Hotel on XX, XX, and have been working for twelve months. Although the working hours are short, the spirit of learning while working has been fully developed, and the fire safety work of xx Hotel in 20xx and the temporary tasks assigned by the superior of the hotel have been successfully completed.

The work of 20xx is summarized as follows:

First, the basic work:

When I first took over the security department, I found that the employees in the department were not active in their work attitude, poor in their work coordination ability and weak in their sense of responsibility. There are often phenomena such as missing posts, missing posts, sleeping, not deploying work, not caring about management, answering questions, doing nothing, and inflexible personnel flow. After nearly a month of observation and thinking, I decided to start with the mentality of employees. Adjust employees' working mentality, actively communicate, help employees to establish self-confidence in work, and cultivate team awareness and business ability. In the work, employees are constantly encouraged to continuously cultivate employees and learn from each other's strengths. As the head of the department, I insist on setting an example and leading my work to the forefront. Give appropriate rewards to security guards who work actively and study hard. Not motivated, lazy, and ruthlessly clear out this department. In addition, the interview of candidates should be strictly controlled, and those who fail to meet the employment standards of the security department should be resolutely not given work pressure to new employees, so that they can adapt to their jobs as soon as possible, and should be managed at different levels and refined at different levels.

The above working methods have achieved great results and laid a good foundation for future work.

With a stable and good working attitude, all the staff of the Security Department assist all departments to complete temporary tasks such as ordering and delivering food, carrying goods, on-site construction, emergency rescue and disaster relief. From 20xx to 20xx, handled 3 complaints from guests, assisted the public security department in public security work for 6 times, and handled civil cases of hotel employees 1. Received inspections 13 times from public security fire-fighting units, participated in urban fire-fighting training 1 time, and participated in municipal and district fire safety meetings 1 1 time. In addition, the 20xx safety 100-day activity and the 20xx x to x month 1 1 day monitor installation supervision activity organized by the group administrative center were successfully completed, which were well received by the general manager's office of the hotel management company, hotel departments and relevant units.

Second, the document registration:

The work scope of the security department ranges from the safety and fire protection of the whole hotel to the information of the department. From 20xx to 20xx, combined with the actual work needs of the hotel, the security department on duty register, the security department parking register, the guest luggage entry and exit register, the fire equipment inspection record form, the hotel safety and fire prevention plan, the hotel fire emergency rescue plan and the hotel emergency plan were established and revised. Although all documents are registered for use, they will be constantly revised according to actual needs. After each register is used, the person in charge of the department will check it and sort it out.

At present, because the hotel management company is a social service industry, employees in various departments change frequently. In the middle of 20xx, I drew up my own fire training materials and made my own slide teaching template. It is decided to conduct a fire protection training for all employees of the hotel management company according to the actual situation of the hotel management company before the 20xx Universiade. The purpose is to let all employees know about fire hazards and emergency treatment, be familiar with the fire organization of hotel management company, and be familiar with what to do and how to do in case of fire.

Third, the main problems:

1 and 20xx, the training of security personnel was insufficient, mainly in two aspects: etiquette and general maintenance of equipment used by security department. In 20xx, while strengthening the training of new and old employees in the Security Department, the training materials were revised. Moreover, according to the actual situation, a new equipment maintenance and fault registration security department is drawn up, so that it can be submitted for approval before use and included in the handover after use.

2. The management of the security department should expand the humanized management system, mainly experience the system of security sick leave and personal leave, and avoid the passivity and mechanization of management.

3. The work sequence is not strictly prohibited, and the deployment is strictly graded under the principle of strict hierarchical management. Make the layered deployment work be implemented every day and everyone, and promote the importance of layered deployment as an important basis for assessment.

4, reported to the general manager's office, trying to change the previous management mode and management system, reverse the concept of management, and truly lead employees with flexible thoughts and actions.

In 20xx, the security department of xx Hotel set a new goal for itself. Under the leadership of the hotel management company, it will be pragmatic and innovative, and resolutely complete the tasks assigned by its superiors.

The year 20xx is coming to an end. Here, in order to thank the general manager's office, the hotel management company and all departments for their care and help over the past year, on behalf of all security guards of xx Hotel, I wish all employees of the general manager's office, the hotel management company and all departments a happy New Year and all the best!

Summary of the annual work of hotel room service (5 general remarks) xx year is the first year of hotel opening, and the work of XX is an important stage for hotels and departments to lay the foundation. According to the overall planning of the hotel, with the care and support of the hotel leaders and the efforts of all the staff in the room service department, the room service department closely focuses on the business and carries out work in employee training, service, facilities and equipment maintenance, product quality control and so on. The specific development of the above work last year is reported as follows:

I. Training

Before the hotel opened, employees went through three stages: military training, theoretical study and hotel practice. However, after the opening of the hotel, employees still have a big gap with our standards in business skills, service skills and improvisation. In response to this phenomenon, the housekeeping department also responded to the call of the hotel and always put training in the first place in room work.

According to the actual situation of employees, the department has formulated a detailed training plan and adopted various training methods for training. In terms of business skills training, we should first master the workflow and standards, and practice for employees on the spot according to the theoretical learning content, so that employees can operate in person and guide them on the spot, so that employees can master basic operating skills. I've practiced my basic skills. As long as you practice more, the goal of improving work efficiency will be realized. Through these trainings, employees' working hours have reached industry standards. The check-in time of the reception guests in the front hall is also kept at about three minutes, and the front desk staff of the meeting room has completely mastered the skills. Some time ago, due to the shortage of staff in the concierge department, the service quality of the concierge department decreased obviously. Through the recent personnel supplement and training, the service quality of the concierge department has been significantly improved. After the ups and downs in the quality of work in recent months, the Housing Department has deeply felt the importance of departmental training. In next year's work, the housing management department will carry out targeted training according to each position.

Secondly, in terms of services.

Whether a hotel can retain its 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 various fillings, such as buckwheat pillow, chrysanthemum pillow and cassia seed pillow, for the convenience of guests who don't like soft pillows, and spare quilts are also provided in the cabinets of each room for the convenience of guests. In addition, the room also provides free fruit every day, and the bedroom and bathroom are equipped with flowers. Sending flowers to the room and free fruits are the services provided by important guests in other hotels, but in our hotel, as long as guests check in at the counter price and the agreed price, they will get a free seasonal fruit every day, and all guests will provide flowers when they check in, enjoying the treatment that only important guests in other hotels can enjoy. This measure has also been recognized by our customers. Although giving fruits and flowers free of charge every day increases the operating cost, the indirect benefits are far higher than his costs. In the future work, the housekeeping department will also provide more free services to facilitate guests' lives according to the situation, and provide guests with a home-away living atmosphere. Next year, the Housing Department will implement the Floor Butler Service Scheme. Butler service is a highly respected service in modern high-star hotels. The department will carry out this work according to its own situation, and the housekeeping department will break the existing service mode and management mode and improve the service quality and management level.

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

The ultimate of hotel service is personalized service, satisfaction and surprise service, which is also the service goal that housekeeping department has been pursuing. How to realize personalized service? The housekeeping department held a departmental meeting for this purpose, asking each employee to pay attention to the daily life of the guests at work. Only in this way can we discover the habits of guests and provide targeted services. Guest 330 is a guest of Dafu Company and has been staying 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 desk and saw that the guest was covered with two quilts, so they reported the matter to the morning shift foreman. Because the hotel stipulates that we can't buy medicine for our guests, so to show our concern, the floor foreman prepared hot ginger soup, but the guests didn't come back in the afternoon, so the early shift foreman gave it to the middle shift foreman. At about 1 1 in the afternoon, the guests returned to their rooms, and the waiter immediately sent the cooked ginger soup to their rooms. When the guests saw this bowl of hot ginger soup, their gratitude was beyond words.

Three. Maintenance and maintenance of facilities and equipment

As we all know, the room service area 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. Whether the guest room facilities can reach the specified service life is the key to directly affect the hotel's efficiency and long-term development. Therefore, in the maintenance of facilities and equipment, the room service department strictly implements the maintenance regulations of facilities and equipment, regularly flips mattresses, waxes furniture for maintenance, and strictly operates and uses cotton fabrics, room appliances and facilities in the right way to prolong their service life. In particular, the housekeeping department attaches great importance to carpet maintenance, requiring employees to do some cleaning in time as long as they find some stains on the carpet in their usual work, which can not only reduce the washing times of the carpet, but also maintain the overall hygiene of the carpet.

Although the Housing Department has made some achievements in the first half of the year, it has also exposed some shortcomings in its operation during this period. In view of these shortcomings, the housing and construction sector will continue to improve its work in the next year, and continue to carry out various tasks around the strategic thinking of "taking management as the center" and "creating brands to promote development". While ensuring the completion of business objectives, it will continuously improve service quality, improve service facilities, and enhance the visibility and reputation of enterprises in provincial capital cities where hotels gather. Strive to provide guests with a clean, hygienic, safe and comfortable home atmosphere. At the same time, I also hope that the hotel leaders and brother departments will continue to support the housekeeping department. The above is my work report this year. Thank you!

Summary of the annual work of hotel room service (5) 3 The busy year is coming to an end. Looking back on this year's work, I have gained a lot. It is necessary to sum up the gains and losses in this year's work in order to go up a storey still higher next year. This is a summary of my work.

I. Overall review of the work

As a service department, the housekeeping department's primary task is to clean and provide a clean, quiet, comfortable and warm rest environment for the guests, but at the same time, we should also generate income and save money for the hotel. Over the past year, with the joint efforts of all staff and department managers, all the parts with business indicators have completed the tasks given to us by hotel leaders at last year's work meeting. While trying to generate income, we also don't forget to save money. The department will save work throughout the year and make every effort to reduce costs on the premise of ensuring the quality of work and not affecting customer service. We know that every penny saved is the group's profit.

Second, the work performance

Learn and standardize post service language, and strive to improve customer service quality. In order to reflect the professional quality of hotel room staff, in view of my unfamiliarity and nonstandard service terms of each position, I learned the service terms of this position among my colleagues and in the training of the group room manager, and then absorbed them for my own use as a language guide for my communication with guests. Since I standardized the implementation of the terms of service, my communication with customers has been greatly improved. Therefore, in any period of work, it is important to stick to good things and learn new things by reviewing old things. I will strengthen my study and application.

Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the hotel, and the capital cost is also very high. In line with the concept that saving is to create profits, my colleagues and I will start from ourselves and put an end to all waste, mainly in the following aspects: recycling disposable low-value consumables for customers, such as toothpaste, which can be used as a cleaner. Every morning, it is required to turn off the crossing light on the return floor and turn it on after six o'clock in the night shift; Unplug the electric card after checking out; The implementation of the room day after day can save a lot of electricity for the hotel.

In order to do a good job in room hygiene and service, leaders often assess and evaluate our room cleaning skills and rounds. It is found that our operation is not standardized and scientific. In view of the existing problems, the employees above class level in the area held a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits. We also kept practicing in the off-season, carefully cleaned and inspected every room, and achieved certain results through examination, which improved the sanitary quality of the room and reduced the overtime of rounds.

Leaders adopt centralized training, special training and individual guidance training to employees, which greatly improves the hotel awareness of employees and further deepens the service concept. Smiling with voices has become the conscious action of employees. We have a vivid understanding of what personalized service is. From sensibility to rationality, the whole group has formed a good atmosphere of "all work is to satisfy customers". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.

Third, there are problems at work.

It is easy to bring personal emotions to work. Warm and considerate when you are happy, and careless when you are unhappy. In the future, I will try my best to overcome this situation in my work and truly establish the consciousness that customers are God in my mind. The cleanliness of rooms and public areas needs to be further improved. The service standard of each post needs to be further strengthened. The maintenance plan of facilities and equipment has not been put in place. Due to the thoughtlessness in changing shifts, it is considered that small problems do not need to be handed over clearly, which leads to such problems. If I don't know the little things, it will easily lead to big mistakes. I must take strict precautions to avoid mistakes in the future.

Fourth, the work plan for next year

Do every job well every day. Improve service measures and improve customer satisfaction. Strengthen education and training to improve the quality of employees. Standardize management and promote the healthy and orderly development of hotels. Strengthen marketing and constantly adjust customer structure. Do a good job in personal customer sales. Reasonable booking in peak season maximizes sales. Standardize message service, so that guests can feel our professional management level and hotel service level. Learn more and enrich yourself.

Summary of the annual work of hotel room service (generally 5 articles) 4 The hectic year is coming to an end. In retrospect, I have been to Yulong Mountain Radon Spring Resort for three months, and I have gained a lot during this time. As a service department, the main purpose of Housekeeping Department is to create a clean, quiet, comfortable and warm accommodation environment for guests. All these are our primary tasks, but at the same time, we also shoulder the responsibility of generating income and saving money for the resort. In the past few months, despite all kinds of twists and turns, under the leadership of the company and the leaders of the resort, all the staff of the housekeeping department are United, work hard and actively complete all the tasks assigned by the superior leaders. On the basis of doing a good job in daily work, strive to improve their professional level, be rigorous in thinking, be pragmatic and realistic in work, and improve work efficiency and quality in an all-round way.

Take this opportunity to review and summarize the work, achievements, experience and shortcomings of the past three months when we bid farewell to the old year and welcome the new one, so as to make persistent efforts and create new achievements in the new year. The following also summarizes the work of the Ministry this year:

I. Work aspects

1, standardize the terms of service of each post and improve the quality of customer service.

In order to reflect the professional quality of the room staff, in view of the irregular and inconsistent service terms of the staff in their daily work, the service terms of each position in the room department are formulated in time as the language standard for our communication with customers and will also be used as the teaching material for our training of new employees. In the new year, the resort is just at the stage of striving to establish a TCM health base, and is also striving for this honor.

2. In order to ensure the quality of rented rooms, standardize commodity standards and strictly implement unification.

In order to effectively improve the qualified rate of room quality, formulate the standard of room items and improve the equipment in each room, employees are required to strictly follow the regulations in their daily work. In the process of daily inspection, the "rounds system" will be implemented to ensure the checks at all levels, and strive to minimize omissions and strive to achieve the best indicators of rooms.

3, gradually improve the overall quality of all employees and managers, the specific performance is:

(1) Employees' service attitude, business skills, service efficiency and politeness.

(2) In view of the bad habits existing in the past management, standardize the management consciousness of all managers. And hold a weekly management meeting.

(3) Pay attention to the ideological education of employees, so that each employee can increase their professionalism and enhance their sense of responsibility.

4. Make the weekly sanitation plan of the department, so that the room sanitation can meet the use standard of the resort.

5. Strengthen the maintenance of guest room facilities and equipment. Inform the foreman and supervisor of the engineering problems existing in the room at the first time. The foreman and supervisor fill in the engineering maintenance form and inform the engineering personnel to repair it in time to ensure that the guests have a comfortable accommodation environment.

6. Although the resort has only been open for three years, the guest room facilities and equipment have been damaged and there are many engineering maintenance problems.

(1) The department will strengthen the inspection of all links, coordinate the maintenance of the project in time when problems are found, and report the problems that cannot be rectified in a short time to the leaders for coordination and communication.

(2) During operation, pay attention to moderation, reduce collision and prolong its service life.

(3) Cultivate employees' awareness of reporting. Emphasize that employees should give timely feedback to their superiors when they find problems in their daily work, and follow up the progress of various problems.

7, health quality:

(1) Publish the weekly hygiene plan, divide the areas where the waiters are responsible for making rooms, arrange the waiters to clean up the rooms in the substandard areas in time, implement personal responsibilities and improve the hygiene quality.

(2) In daily work, change a guest in strict accordance with the system to ensure that the guest has a clean and hygienic accommodation environment.

(3) In the weekly quality inspection activities, timely and effectively arrange the health problems raised by the superior leaders for the waiters to carry out health planning.

8, personnel team management

(1) There are serious vacancies in front desk reception posts, which often lead to serious mistakes in work, and some work standards and norms are far from each other.

(2) In the case of insufficient grass-roots management personnel, the department effectively gives play to employees' personal specialties, and completes various task indicators issued by superior leaders in a timely manner on an individual basis.

(3) During the peak season in the second half of the year, the floors are also vacant. After June 165438+ 10, some waiters left their jobs one after another or felt unwell, but with the efforts of all the staff, the holiday reception was reasonably completed.

(4) The laundry room was not properly arranged at work, which led to serious competition among all employees. However, with the coordination of the superior leaders and the maintenance of the machine by the engineering department, the laundry room has also been greatly improved in the following work.

(5) Establish an internal promotion system to provide employees with development space and cultivate talents to meet the needs of hotel preparation. It is planned to promote the team leader in 20xx years to fully mobilize the enthusiasm of employees.

(6) In view of the above vacancies, it is also hoped that the superior leaders will increase some personnel for the corresponding positions: 3 people on the floor, 2 people at the front desk and 2 people at the grass-roots level, so as to ensure that the reception volume and daily management work in the peak season can be completed with the fastest efficiency.

9, energy saving and consumption reduction

(1) Strengthen the awareness of saving, formulate the housekeeping department's management measures for energy saving and consumption reduction, and require employees to switch on and off the lights in strict accordance with the regulations in their daily work and carry out various tasks.

(2) According to the needs and requirements of the department, make full use of the existing resources, and the items that can continue to be used will not be scrapped to achieve the maximum utilization effect.

(3) Adjust the items sold in the mini-bar in the room, and inform the general warehouse to replace the items with shorter shelf life in time, thus better controlling the cost of the mini-bar.

(4) Effectively save the use of lights, water, electricity and steam in laundry rooms in various regions and reduce unnecessary waste.

Second, the completed work

(1), cooperate with the engineering department to track and maintain the rooms with serious water leakage in the villa area to ensure the quality of the guest room project.

(2) Organize employees to effectively fight against typhoons, make every effort to resist the losses caused by natural disasters, and resume normal business in the shortest time.

(3) Coordinate various departments, effectively and reasonably solve cross-departmental problems in daily work, and increase cooperation among departments.

(4), according to the instructions of the administration department, actively participate in the management of staff dormitory, and give employees life care after work.

(5) Effectively solve employees' problems in daily management.

Third, the existing problems and deficiencies

Although the work has made some progress in all aspects, there is still a big gap compared with our goal, and many shortcomings need to be improved in the future work.

(1). At present, employees in various positions lack active service consciousness, especially in communication with customers and standardization of various operating processes and working procedures, which need further training.

(2) The receptionist's professional skills are not perfect, their service consciousness is weak, and their thoughts fluctuate greatly, which leads to loopholes in the customer service process.

(3) The floor service personnel are not clear about the use of engineering facilities and equipment, which leads to complaints from guests, and the sanitary quality of details needs to be strengthened.

(4) Because there is no person in charge of PA, all the staff have poor health awareness, and the daily cleaning work is not fully done during holidays, which often leads to poor hygiene in the lobby and other areas.

(5) The laundry room failed to follow the standard washing procedure, which often caused serious damage to the linen, increased the cost of the resort, and was beautiful to use.

(6) Employees have poor safety awareness and lack of knowledge in dealing with various emergency plans.

(7) Failure to complete the training work of the department in time leads to poor service awareness of employees.

Summary of the annual work of hotel room service (5 general remarks) 5 A new year has begun. Looking back on the work in 20xx years, with the correct guidance and help of the hotel leaders, we can lead the housekeeping staff to successfully complete all the work of the hotel. There are still some shortcomings in the service details, which require us to constantly improve and improve, continue to carry forward the team spirit, and strive to achieve better results next year. The following is a summary of my work in the past year:

I. Personnel management

Hotel is a service-oriented industry, and the quality of employees directly affects the rise and fall of the hotel. Therefore, the improvement of staff quality and service quality is the most critical link in hotel management. There are many people in the guest room and the work is trivial. The completion of each job requires the joint efforts of employees, so personnel management is very important. In addition to regularly learning some rules and regulations of the hotel and the etiquette operation knowledge provided by the quality supervision department to the guest room, I will also analyze and correct the problems encountered in health service and the ideological trends of employees the day before the morning meeting every day, and guide them in a good way to improve the service quality and personnel quality. We also hold a staff meeting in the guest room from time to time to summarize the good aspects of the work and the aspects that need improvement. Praise the good and warn of the existing problems. Let employees know what they should do and how to do it. So as to further improve personnel quality and service quality.

Second, the room hygiene service.

For 20xx years, the sanitary quality of housekeeping department has remained relatively stable. Sanitary quality is the lifeline of guest rooms, and no department can be careless. As always, the guest room adheres to the purpose of "employee self-inspection, monitor inspection and manager spot check". When the guest room is short of staff for a period of time, we make corresponding adjustments in time and arrange the shifts flexibly. In this case, the quality and quantity of guest rooms can still be guaranteed, and the uniformity of guest rooms has been further improved. In terms of service, supervise employees to abide by store rules and regulations and provide services in strict accordance with service norms, standards and processes.

Third, safety management

Housekeeping occupies a large area in 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 reach the specified service life is the key to directly affect the hotel's efficiency and long-term development. Therefore, the housekeeping department strictly implements the maintenance regulations of facilities and equipment, and conducts timely and regular inspections on electrical switches, water switches, door locks, door chains, heating and air conditioners from the safety aspect, so as to nip in the bud and prevent leakage and theft. Put rodenticide, cockroach medicine and so on. Regularly and timely prevent and control the harm of pests to guest rooms, observe and disinfect them in time to prevent the spread of infectious diseases. Remind the old, weak, sick and disabled guests in time to avoid falling and scratching.

Fourth, the problems existing in the work

The quality of service needs to be learned from senior management, and the quality of personnel needs to be further improved. In particular, the operating procedures of conference receptionists need to be standardized and further training is needed. It is necessary to further strengthen the system of room inspection and regular inspection to prevent problems before they happen. The storage and collection of small items and films need to be strictly controlled in standardization and institutionalization.

Verb (abbreviation of verb) next work goal

Cooperate with quality supervision departments to strengthen personnel quality and service quality training, improve service quality and standardize service quality. Continue to strengthen the sanitary management of guest rooms, so as to achieve "employee self-inspection, monitor inspection and manager spot check", which cannot be sloppy at all. Strengthen storage management in warehouses and disinfection rooms, strictly control scrapping standards and save costs. Pay attention to the work style of the department, strengthen humanized management, unite as one, and form a good working atmosphere.

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