Summary of hotel guest room work
Through my unremitting efforts, I have achieved certain results in my work, but there are also many shortcomings. The following is the "Hotel Room Work Summary" compiled by me for everyone. You are welcome to read it. It is for your reference only. I hope it will be helpful to you. Summary of hotel guest room work (1)
1. Only by learning and mastering your own business can you be in an invincible position at work
I clearly realize that only through serious study Only by improving your business theoretical knowledge can you complete your job with high standards and quality. All work should be led by learning, and we should constantly improve our comprehensive quality so that we can always take the initiative when facing difficulties and doubts.
2. Clear attitude and keep the mission in mind
Based on the attitude of "diligently asking, diligently studying, and diligently practicing", I humbly ask old comrades for advice, and ask if I don't understand. Theory put into practice. Only by establishing a rigorous attitude towards learning can we learn useful knowledge, and only by keeping our responsibilities and mission in mind can we make achievements for the hotel. How much contribution a person can make depends not only on his business literacy, but also on his political literacy. Only by applying what he has learned in future work, being conscientious and down-to-earth, can he live up to the expectations of the leader and do his best. Achieve self-worth through outstanding achievements.
3. Ideological and political performance, moral quality and professional ethics
Be able to conscientiously implement the party’s basic line, principles and policies, learn political theory through newspapers, books and magazines; abide by disciplines and laws , earnestly study legal knowledge; be dedicated to work, have a strong sense of responsibility and professionalism, proactively and conscientiously learn professional knowledge, have a correct work attitude, conscientiously complete various tasks assigned by superior leaders, do their job well, and actively contribute to the hotel's revenue growth expenditure, energy saving and consumption reduction.
4. Unite, help each other, and love the collective.
In work practice, I participated in many collective tasks and lived very closely and harmoniously with my colleagues. In this process, I strengthened the most precious and important team awareness. On the basis of trusting oneself and others, the thoughts are unified and the actions are consistent. When working, everyone reminds and complements each other. Communication is the most important in all work. Only by processing information in a timely, effective and clear manner can work efficiency be greatly improved.
5. In the construction of major reception services and maintenance and repair projects, bravely shoulder heavy responsibilities, take the lead in fulfilling the responsibilities and obligations of veteran comrades, effectively play a pioneering and exemplary role, work hard, be diligent and thrifty, be willing to contribute, and vigorously strengthen their own style
A. Increase the initiative in work, act decisively and without procrastination;
B. Pay attention to actual results and results in work, and complete all work around the goal;
C. Improve the overall situation and measure work by whether it can make other people's work smoother;
D. Seize every opportunity to improve business skills and strengthen the usual summary of work;
E. Thinking and practice of refined working methods. Summary of hotel guest room work (2)
1. Brand management, the hotel focuses on eight major tasks
1. Staff adjustment
The hotel sales department has divided front desk and other positions , there were xx sales staff in the first half of the year alone, more than twice the size of a star-rated hotel. The hotel general manager team analyzed the reasons and found that the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales department manager and reduced the number of employees to
2. Channel expansion
The original decomposition indicators of the sales department were determined by individuals and lacked scientific basis. The hotel's operating targets were difficult to achieve as scheduled. In response to various problems that arose in the first half of the year, including the lack of market research, reasonable positioning, and channel division, the general manager team reviewed and approved the "sales plan" for the second half of the year after adjusting department managers. Among them, on the basis of the original three natural sales channels of contract companies, online bookings, and door-to-door individual tourists, we have expanded and added channels such as conferences and exhibitions, teams, peers, and membership cards. We have designated channel supervisors to be responsible for them, and according to the hotel's share of customers from each channel The proportion of the total customer base, and the indicators are broken down proportionally accordingly.
3. Room bonus
It is a business-type special hotel, mainly hosting business guests from contracted companies and door-to-door individual visitors, supplemented by online booking, exhibition team, etc. Based on the strategy, the general manager team referred to some successful experiences in "room promotion" of other hotels in the same industry, and formulated a reward for the reception staff of the sales department to give a certain percentage of commission after selling the room at a price higher than the agreed company price. This room bonus policy has greatly mobilized the receptionist's enthusiasm for promotion and service attitude
4. Window image
a. In addition to making full use of the room provided by the hotel, the front office of the sales department In addition to raising policies and increasing promotion efforts, we also pay special attention to shaping the hotel's window image.
b. Reasonably sell and control rooms to ensure maximum hotel profits. For example, during this year's auto show and housing show, reasonable operation ensured guest satisfaction and the best interests of the hotel. The occupancy rate exceeded 100% for many consecutive days, and the average room price also increased significantly. Second, improve work processes and establish various inspection systems.
Strengthen the revision and improvement of the front office's work processes such as reception checkout and shift handover, especially the use of "guest settlement bill" during checkout, which reduces the time guests wait for checkout and changes the tedious and error-prone checkout process. .
c. Strengthen on-site supervision by supervisors. By increasing the time for supervisors to go to the front desk, various difficult problems of guests were solved in a timely manner, and it also played a role in inspecting and supervising employees' smile service. Strengthen the double inspection work of supervisors and foremen. Supervisors and foremen are required to check and sign the household registration of each shift every day to enhance the sense of responsibility of supervisors and foremen. This year, there were no errors or omissions in household registration, visitor registration, online delivery, etc. In short, the front office department, under the leadership of the general manager, checks every level, pays close attention to implementation, seizes opportunities, and promotes efficiently, setting one record after another for the hotel.
5. Complaint handling
The sales department, especially the front office position, is the front office of the hotel. It is also the place where guests consult questions, report situations, make suggestions, and complain about dissatisfaction. In line with the tenets of "Guests First, Service First" and "Making Guests Completely Satisfied", from department managers to supervisors, foremen, and receptionists, in addition to being polite and enthusiastic in serving guests, they can also resolve conflicts, Properly handle guest complaints, large and small. Over the past year, the Sales Department has received and handled approximately 1,000 guest complaints, reducing economic losses for the hotel by approximately 1,000 yuan, and won more repeat hotel customers.
2. Respect the leadership and obey the command
In daily work, deeply understand the leader’s intentions, accept the leadership, obey the arrangements, and do as the leader requires, without shirk or wrangling. , don’t play tricks, work without complaints, and work hard without complaint. Be able to treat leaders' praise and rewards correctly without being arrogant or impetuous; be able to promptly correct shortcomings in work pointed out by leaders without giving up. Able to complete the tasks assigned by leaders, he is often praised by hotel and guest room managers.
3. Observe the rules and regulations and provide good service
Comply with the rules and regulations set by the hotel, do not be late, do not leave early, go to get off work on time, and handle family and work well relationship, no leave records throughout the year, and full attendance at work. Strictly follow the work process and leadership requirements to provide good service, so that no dead ends are left when cleaning the room, and it is spotless and neat. When serving guests, be able to use civilized language correctly, be careful, enthusiastic, and patient, and try to respond to the guests' requests as much as possible. If you are satisfied, if you are not satisfied, explain it clearly to the guest and obtain the guest's understanding. During the ward inspection, if it is discovered that hotel items are damaged, check them with the guests in a timely manner. When compensation is needed, state the facts clearly and explain the reasons to satisfy the guests.
4. Unity and cooperation, regardless of gains and losses
Become one with the hotel staff, be united, help each other, and care for colleagues. At work, after completing your work, you can help other colleagues in a timely manner, be not afraid of hardship or tiredness, be available when called, and do not be petty. When misunderstandings occur with colleagues, focus on work, communicate well, eliminate misunderstandings, and ** *Do a good job together. In life, be kind to your colleagues when they are sick. When your colleagues are sick, you can call them to greet them and visit them in the hospital. When your colleagues have something to do at home, you can help them in a timely manner after you understand them clearly. This will enhance friendship and promote work.
5. Learn with humility and strive to improve
Although I have been working as a housekeeper for seven or eight years, I attach great importance to the basic skills and safety training organized by the hotel every time. , be proactive in action. Make sure your ears, eyes, mouth, heart and hands are present. Take notes when studying, listen carefully, ask if you don’t understand, study in time when you get home, and deepen your impression. At work, think carefully and apply it correctly. If you don’t understand or don’t know, ask your boss or colleagues to help you understand. Leave no blind spots and bring your service level and personal quality to a new level.
6. In order to ensure the quality of guest room rentals, we strictly implement the room round system
The main business of guest rooms is customer satisfaction, which is the greatest recognition of our work and provides guests with a comfortable , comfortable resting environment, we strictly implement the ward inspection system in terms of room sanitation, facilities and equipment, and supplies: employee self-examination, squad leader census, and manager spot inspection, so as to ensure that checks are carried out at all levels and strive to minimize omissions. We also keep records of ward rounds, give timely feedback, and make timely corrections to make guests feel at home and welcome more repeat customers.
7. Efforts to expand the long-term private room business
Long-term private rooms are the main source of the hotel economy. In order to achieve the satisfaction of long-term private rooms, we promptly understand the customers' living habits and requirements for existing long-term private rooms and provide personalized services. Such as: sending and receiving emails, adjusting work and rest time, leisure and entertainment, laundry, etc. Regularly consult customers for their opinions, their opinions are the basis for improvement of our work. Our waiters treat guests like family members, and can even tell the guests' living habits and personalities in each room one by one. Summary of hotel guest room work (3)
1. Scientific decision-making and concerted efforts, the hotel achieved four annual performance
1. Operating income
The hotel adjusted sales personnel, broadened sales channels, launched room bonus incentives, catering performance-linked and other related operating measures, which increased operating income.
The hotel's annual revenue was 10,000 yuan, which was 10,000 yuan more than last year, with an excess of The annual average room occupancy rate is X, and the annual average room price is X/room night. The hotel room occupancy rate and average room price are both higher than the average of four-star hotels in the city.
2. Management to create profits
The store pays close attention to management, taps into potential, saves money and expenses, rationally employs labor, etc., and improves labor costs, energy costs, material consumption, and procurement warehouse management. In other aspects, we advocate economy and strict control. The hotel's annual operating profit was 10,000 yuan, and its operating profit margin was %, an increase of 10,000 yuan and 10,000 yuan respectively over last year. Among them, the labor cost is 10,000 yuan, the energy cost is 10,000 yuan, and the material consumption is 10,000 yuan, which respectively account for the total revenue of the hotel.
3. Service excellence
The hotel has introduced brand management and strengthened the training on the 20-character content of the "Basic Code of Conduct for Employees on Hospitality" such as "appearance, smile, greeting", and strengthened the Through the on-site supervision and quality inspection of management personnel, we gradually improve the window image of the front desk customer service department and positions, and continuously improve the quality service level of employees. Therefore, in May this year, the municipal tourism bureau organized an annual evaluation of open and covert inspections of star-rated hotels. Our hotel only deducted 2 points and received a high score for quality service, ranking among the best among hotels of the same star rating in the region. In addition, in the reception service for large-scale events, our hotel's sales, front office, guest rooms, property, restaurant and other departments or positions received letters of commendation from the event organizing committee respectively. The letters all praised: "The hotel staff are warm and thoughtful. The service provides the necessary logistical support for our daily life, allowing us to successfully complete this event."
4. Safety creates stability
The hotel has formulated "large-scale activities. Safety plans such as "Security Plan" have implemented the "six preventions" such as daily fire prevention and theft prevention, and almost no accidental safety accidents occurred throughout the year. Under the care and guidance of the hotel general manager, store-level leaders hold feedback meetings with department managers every day to report the situation and put forward requirements. The Security Department arranged for cadres and employees to work overtime, patrol frequently, and implement strict prevention and control. With the cooperation of relevant departments, group prevention and group control ensured that all activities were foolproof and the hotel was safe and stable. The security class of the hotel security department was also rated as an advanced team.
2. Keep pace with the times, improve development, and the hotel has undergone outstanding changes
The hotel general manager team took the lead in setting an example, organizing and guiding party members, cadres and all employees to conscientiously study and understand the Fourth Central Committee of the 16th Central Committee The spirit of the plenary session. Combined with the actual situation of hotel operation, management and service, we should keep pace with the times, improve quality and change concepts. Surviving in the wave of market competition has led to gratifying improvements in the entire hotel industry in the second half of the year. Mainly reflected in the positive mental state of cadres and employees. Hotel general manager conferences and small meetings have repeatedly emphasized that cadres and employees should have a sense of urgency, be motivated, and cultivate "spirit and spirit." The hotel's management services are not high-tech, and there is no profound knowledge. The key is people's subjective initiative, their mental state, their loyalty and professionalism to the hotel, and their understanding and application of the true meaning of management and service. Store-level leaders also organize various training and exchanges for department managers, supervisors, foremen and employees to inspire and guide everyone to broaden their horizons, learn and make progress, and work together in unity. Realize your own value and feel the joy of life in the process of completing hotel operation indicators, management goals and reception tasks. 3. Brand management, the hotel focuses on eight major tasks
(1) Targeting efficiency and doing a good job in sales
1. Personnel adjustment. The hotel sales department has designated front desk and other positions. Only the sales staff were famous in the first half of the year, which is more than twice that of a star-rated hotel of the same size. The hotel general manager team analyzed the reasons and found that the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales department manager and reduced the number of employees to only one person, thereby enhancing the remaining personnel's awareness of competition for employment and their sense of responsibility for proactive promotions.
2. Channel expansion. The original decomposition indicators of the sales department were determined by individuals and lacked scientific basis. The hotel's operating targets were difficult to achieve as scheduled. In response to various problems that arose in the first half of the year, including the lack of market research, reasonable positioning, and channel division, the general manager team reviewed and approved the "sales plan" for the second half of the year after adjusting department managers. Among them, on the basis of the original three natural sales channels of contracted companies, online bookings, and door-to-door individual tourists, we have expanded and added channels such as conferences and exhibitions, teams, peers, and membership cards. We have designated channel supervisors to take charge of them, and according to the hotel's share of customers from each channel The proportion of the total customer base, and the indicators are broken down proportionally accordingly. In this way, firstly, the channels are divided scientifically, secondly, the decomposition indicators are reasonable, thirdly, it can stimulate everyone's sense of responsibility and initiative in promotion, fourthly, it can gradually reduce staff and increase efficiency, and fifthly, it can obviously promote the improvement of sales performance.
3. Room bonus. According to the hotel's market positioning as a business-type specialty hotel, the marketing strategy is mainly to receive business guests from contracted companies and door-to-door individual guests, supplemented by online booking, exhibition teams, etc., the general manager team refers to some of the successes of "room promotion" in peer hotels. Based on experience, we have formulated a reward for the reception staff of the sales department to receive a certain percentage of commission after selling the house at a price higher than the agreed company price. This room bonus policy has greatly mobilized the receptionist's enthusiasm for promotion and service attitude, causing the hotel's door-to-door individual guest revenue to increase from 10,000 yuan in the first half of the year to 10,000 yuan in the second half, an increase of approximately %.
4. Window image.
In addition to making full use of the room pickup policy provided by the hotel and increasing promotion efforts, the front office of the sales department also pays special attention to shaping the hotel's window image. First, rationally sell and control rooms to ensure maximum hotel profits. For example, during this year's auto show and housing show, reasonable operation ensured guest satisfaction and the best interests of the hotel. The occupancy rate exceeded 100% for many consecutive days, and the average room price also increased significantly. Second, improve work processes and establish various inspection systems. Strengthen the revision and improvement of the front office's work processes such as reception checkout and shift handover, especially the use of "guest settlement bill" during checkout, which reduces the time guests wait for checkout and changes the tedious and error-prone checkout process. . Strengthen on-site supervision by supervisors. By increasing the time for supervisors to go to the front desk, various difficult problems of guests were solved in a timely manner, and it also played a role in inspecting and supervising employees' smile service. Strengthen the double inspection work of supervisors and foremen. Supervisors and foremen are required to check and sign the household registration of each shift every day to enhance the sense of responsibility of supervisors and foremen. This year, there were no errors or omissions in household registration, visitor registration, online delivery, etc. In short, under the leadership of the general manager, the front office department has checked every level, paid close attention to implementation, seized opportunities, and promoted efficiently, setting records one after another for the hotel. The proportion of door-to-door individual guests in the total room revenue has increased from % to %. The highest daily income is RMB, and the highest daily average house price is RMB. It receives 10,000 guests and 10,000 foreign guests throughout the year.
5. Complaint handling. The sales department, especially the front office position, is the face of the hotel, and it is also the place where guests gather to ask questions, report situations, make suggestions, and complain about dissatisfaction. In line with the tenets of "Guests First, Service First" and "Making Guests Completely Satisfied", from department managers to supervisors, foremen, and reception staff, in addition to being polite and enthusiastic in serving guests, they can also resolve conflicts, Properly handle guest complaints, large and small. Over the past year, the sales department has been responsible for receiving and handling guest complaints, reducing economic losses for the hotel by about 100 yuan, and winning more repeat customers of the hotel. In addition, in accordance with the requirements of the hotel general manager team, the sales department began to change from passive sales to active sales, from disorderly work to orderly work, from low-efficiency negotiations to medium-efficiency negotiations, from no market research and analysis and other basic management to monthly A market research analysis and customer room delivery ranking directly resulted in a significant rebound in sales performance. In the second half of the year, *** generated revenue of 10,000 yuan, an increase of 10,000 yuan compared with the first half of the year, an increase of approximately %.
(2) Use reform as the driving force to do a good job in catering work
Taking the lead in entering the market track in terms of management system, performance-linked reform measures were officially implemented in the restaurant, which will soon improve the operation of the restaurant. The income indicator is determined to be 10,000 yuan/month, and the total salary is controlled to be 10,000 yuan/month. Under certain expense and gross profit margin standards, if the revenue target is overfulfilled or unfulfilled, the corresponding proportion of the total salary will be deducted based on the proportion of completion or unfulfillment. This kind of performance-linked approach will also bring some negative effects through invisible pressure on waiters, waiters and other personnel, lack of ideological work or improper management; on the other hand, it makes everyone turn pressure into motivation and consciously take the initiative to create benefits. Do a good job in business promotion work.
(3) Take quality as the premise and do a good job in guest room work
1. Morning meeting of the team. In order to ensure the high quality and stability of the hotel's basic product "guest rooms", the housekeeping department has established a morning meeting system for long-term and individual guest teams in accordance with the hotel's requirements to arrange the day's work and regulate the appearance of each employee. , so that all employees can be ideologically consistent and ensure that all work can be implemented in place. In the team's weekly meeting, the work of the previous week was summarized, and the work of the next week was arranged and written. At the same time, the contents of the hotel-related documents were included, which fully reflected the "strict, detailed, and practical" work style.
2. Safety inspection. In addition to setting up a full-time safety and security person-in-charge in the department, safety knowledge training is organized into a systematic system throughout the year, reflecting different levels and contents. From the hotel's corresponding preventive measures, emergency handling methods to the inspection requirements of various electrical appliances, etc., start from scratch. Clarify the safety responsible person in each area and put it on the wall in text form, emphasizing the working principles of "who is in charge and who is responsible" and "working together". Carefully observe and check hotel guests, visitors, and passers-by to ensure that there are no omissions. In the individual guest area throughout the year, we found out that the rooms and the number of people who did not match the number of guests were not the same. The guest service department discovered potential safety hazards (guests did not close doors or windows; did not comply with hotel electrical appliance usage regulations).
(4) Focus on security work based on the "six preventions".
1. Develop a plan. In daily operations, before every major festival and large-scale event, the Security Engineering Department actively formulates security plans and emergency plans, and signs safety agreements in a timely manner. Organize safety inspections in the hotel on time and sign safety responsibility letters with various departments to ensure that responsibilities are clear, assigned to each person, and everyone is responsible.
2. Strict inspection. Strictly inspect fire protection equipment and facilities, conduct comprehensive tests on all alarm points of the smoke detection system in advance, repair disconnections and inaccurate alarm points to ensure smooth lines and normal use; reinstall and replace hotel emergency evacuation lights and safety entrances and exits wait.
(5) Take consumption reduction as the core and do a good job in maintenance work
1. Eight-character requirements.
In accordance with the spirit of the Beijing Municipal Party Committee and Municipal Government’s notice on energy and water conservation, the hotel general manager’s office meeting decided to once again put forward eight-character requirements for energy conservation and consumption reduction to all hotel cadres and employees on the basis of the implementation of the original management regulations of the hotel and various departments. That is to say, the first is to close, the second is to be small, the third is to isolate, the fourth is to determine, the fifth is to prevent, the sixth is to investigate, the seventh is to punish, and the eighth is to announce.
2. Emergency repair and maintenance. The seven comrades in the maintenance team are responsible for the maintenance of equipment and facilities in various departments of the hotel. They often work late into the night to repair one part, sometimes all night long. At the same time, they made reasonable arrangements for their work, such as conducting a comprehensive overhaul of the hotel's heating equipment in advance before winter, renovating the hotel's distribution box and replacing electricity meters, etc.
3. Procurement control. The Purchasing Department strives to save expenses and reduce costs in its work, actively visits the market to consult merchants, strives to compare products, adheres to the principle of comparing quality with the same price, and comparing price with the same quality, and strictly controls the quality of purchased goods. Adhering to system principles, all procurement plans with large expenditures must be approved by leaders in advance. Make a good budget for expenses and control the expenditure of purchasing expenses.
(6) Based on the principle of leanness and ability, do a good job in personnel work
1. Reasonably determine the staff. According to the spirit of the hotel general manager's office meeting, and with the principle of leanness and efficiency as the employment principle, the Human Resources Department will reduce the number of employees by 10 on the basis of the hotel-wide staffing establishment at the beginning of the year. The store-level leaders will come forward to coordinate with relevant departments. The preparation has not affected the hotel and department work.
2. Employee recruitment. According to hotel operation needs, control personnel expenses and adjust personnel structure. Led by store-level leaders, the team went to Miyun, Huairou, Tianjin and other places several times to contact vocational schools and recruit interns; the number of applications and online recruitments totaled the number of recruitments.
(7) Use the "Guidelines" as a reference to do a good job in training
1. Store-level lectures. In accordance with the all-staff training plan formulated by the hotel at the beginning of the year and with reference to the 20-word "Basic Code of Conduct for Employees on Hospitality", store-level leaders organized and convened special training for department managers, supervisors, foremen and guest service staff, focusing on management quality, Service awareness, courtesy, case analysis, etc. *** organized the remaining batches of training throughout the year and invited people to participate. Through explanations, comments, exchanges, etc., the trainees gained varying degrees of understanding and improvement in their ideological understanding and daily work.
2. Teaching in English. The Human Resources Training Department conducts weekly training in the first half of the year
3. Department training. While each department organizes training in the hotel, it also plans to conduct monthly training on the content of the "20 words" guideline and job duties for its employees. For example, the front office of the sales department should do a good job in training for each position, so as to achieve "a theme every day and training every day". Conduct training and assessment for front office employees in stages and content. The receptionists and cashiers at the front desk are trained in their spare time after the morning shift every day; supervisors and foremen are trained every two weeks, and all front office employees are trained once a month. The training content includes business knowledge, reception of foreign guests, sales skills, case analysis, emergency problem handling, etc. Through training, the overall quality of employees has improved, their English proficiency has improved, their professional skills have improved, and guest satisfaction has also improved. Over the past year, each department has organized its own training batches and invited people to participate. The two-level training combining the hotel and the department has improved the overall ideological quality, service attitude and business reception ability of the employees.
4. Military training and assessment. The hotel, together with the guest rooms, organized practical business assessments on the basis of daily business training and on-the-job training, and rewarded and publicized the commendations.
? Three- and four-star standards, customer feedback, the hotel still has three types of problems
1. The facilities and equipment are not perfect.
2. Management standards need to be improved. First, the comprehensive quality of management personnel such as cultural accomplishment, professional knowledge, foreign language proficiency, and management capabilities are inconsistent.
3. Service quality still needs to be optimized. From multiple inspections and guest complaints, it was found that the service quality of employees in various departments and positions of the hotel ranged from high to low when compared horizontally, and good and bad when compared vertically. Day and night, weekdays and weekends, the presence or absence of leaders, it is difficult to provide the same high-quality service. Recurring problems are that some employees in some departments or positions are not neatly groomed, are not proactive in etiquette, are not attentive to reception services, and are not flexible in handling emergencies. In addition, careless cleaning and untimely equipment maintenance also affect the overall service quality of the hotel.