Ministry of hotel rooms in a 08 year-end summary o

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Ministry of hotel rooms in a 08 year-end summary of the work

Chinese papers League finishing.
08 年 will soon be over, the new year in order to create a good situation, we now work 08 are summarized as follows:
I, 2008 the Department completed the following work I:
1. Specification of the district, the terms of service jobs, improve customer service quality. To reflect in the hotel's professional qualities, in January 2008 for our ministry of the post service term there are not standardized, non-uniform phenomenon, the Department called for the district to collect the district of the positions of service terms, to stay fine to coarse the latter bound, as the language of our customer communication guide, but also to train new employees as our textbook. Since the implementation of standard service language, I have officers in the passenger exchanges have been significantly improved. However, a later stage, many employees have been lax, strict requirements on their own, there are signs of the original back, which is the more regrettable, but the good thing Insist that your in 温故而知新, our ministry will this increased supervision, inspections efforts.
2. To ensure the quality of rooms sold, strictly implement the The hotel's main income comes from rooms in the room work, the first is how to make room to reach a qualified sale of goods, which includes room, health, facilities, equipment, goods and other equipment, in order to effectively improve the quality of qualified room rates, the Department strictly implementation of
3. Asking System Executive Shouwenzeren system requirements in the implementation of front-line positions, such as lobby, switchboard, the service center of the large amount of available information, such as sea and air traffic information, travel information, all major units of the phone numbers, etc., There are employees of the flexibility and adaptability to deal with things on solving customer service needs. Shouwenzeren system before implementation in the official has to do all the preparatory work, extensive data collection requirements of the position, strengthen training and learning, expand their own knowledge in order to better provide services for the guests. Asking System formally implemented from January this year, since the work has made great strides last year, changed hands last year, a number of services to the cause of delay time for the guests angry customers, complaints, this year not together.
4. Technical large-scale military, training of technical experts, and effectively improve the level of practical operation room personnel. In order to make room for health and service work, housekeeping starting from August this year, use of off-season, on the floors of large-scale training activities for technical staff, cleaning staff skills and techniques for assessment and evaluation rounds. Found that employees operating from a very non-standard, unscientific, for the problems, leading classes and above district held a special meeting, to analyze the existing problems, the staff re-training staff to correct the bad operating habits. Pass the examination, and achieved some success, improve the sanitary quality of the room, was less overtime rounds. [link widoczny dla zalogowanych]
5. Establish a To learn more about the work of the staff room to strengthen the accountability of staff, this year in October, housekeeping staff and the backbone of the team's signing of employee participation in management, responsible for the foreman of the generation of class work during vacation, which fully reflects its value and the hotel staff for their trust, so that employees work more enthusiasm. So far, four rounds to apply for free No one appeared in large errors in the work. Thus, reducing the workload on the foreman in the rounds, more time and energy on work management and training of staff, played as a true grassroots management staff functions.
6. Carry out various Past two years, with the structure of my shop expanding customer base, often there will be some outside groups, such as Japan group, some Southeast Asian countries stay at my team, communicate with guests in the language barriers on services to our foreign guests the greatest good problems. For the times, we used to store foreign language training interns, run from the opened with a computer and cable, the staff are very familiar with the computer, we also run from the power The value of the hotel, on the other hand, an increase of staff knowledge and enrich the lives of employees amateur
7. Saving, cost efficiency, from the bit to start. Housekeeping is the hotel's main revenue-generating departments, but also one of the highest cost hotel sector, in creating a profit that is saving the idea, I called on all employees in the Ministry from the self-start from scratch and start to eliminate all waste, At the same time staff skills assessment, energy is also used as assessment project aimed to enhance staff awareness of energy conservation, mainly in: ① housekeeping staff has been requested a one-time consumables passenger recovery, such as toothpaste can be used as a cleaning agent , toothbrushes, combs can be sold to scrap yards after recovery. ② back every morning to require passenger floor walkway lights off, then open the middle shift six; check after check to take unplug the power card; room air conditioners were turned in before the guests arrived, and so pre-saving measures, so that day after the implementation of day off, saving the hotel a lot of electricity. ③ In order to carry items of cost control, property management for the hotel rooms to the department's budget targets issued on recipients of the control area may be a reasonable division of the district to apply for the monthly items is fixed, and may not receive goods beyond the quota of 85%, such as due to work needs to be excess, after instructions by the department manager will be receiving, and amenities recipients responsibility to the people.
8. Appraising play a good department to work hard for the staff to create a good working atmosphere. Department to consciousness, thereby encouraging the formation of advanced and backward spur healthy competition situation, to avoid Ganhaoganhuai a kind. To make the management of housekeeping more standardized and more innovation, and give full play to the management level of the real foreman, and to promote the work of team staff enthusiasm for the subject. This year in November, long-awaited By appraised, so that the team come to the fore some advanced, some officers in the team goof no longer shelter, no Moshou conventions, but to catch up. Appraising the results of monthly post the team, so the team captain, the staff know their team is more intuitive results and in which places. Running through the month, take to the expected results.
9. on the greening of the external transformation, efforts to dress up for the hotel a perfect face. Our department has the hotel entrance, more than 1,000 strains of beta evergreen violet, sisal 12 strains, 10 strains of papaya trees, so that a certain improvement in the external green. 10. Build the project file maintenance, tracking room state of repair. Beginning this year, the service center to establish the project file maintenance, special repair projects on some records, to facilitate the timely track, understand, repair rooms, and thus more effective protection of the room facilities and equipment for sale in good condition, while a better understanding of a room facilities and equipment operating conditions over time.
11. organization department, internal audit, working gradually to the Housekeeping ISO-9001 quality management system since the hotel is close to the implementation of ISO-9001 quality management system, I have resolutely implement the Department require all divisions and departments according to the hotel provide data for the improvement of quality of service to help provide a favorable environment. I'm not part of the 4 months, 6 months, two internal audit carried out, the main purpose is to test whether the work of the divisions in accordance with the requirements of ISO quality management system implemented in earnest, but also prepare for certification for the hotel. Held its first meeting for approval and to determine the audit purpose, basis, scope, will be divided into two groups of internal auditors to conduct cross-examination, failure on the report issued unqualified audit, deadline for correction. Two internal audit found a total of 63 unqualified items, have been rectification. The implementation of such activities through the organization of our department is an internal auditor training, but also is room to carry out work of the Department whether the Theory and practice in the process, let's run the program there are some loopholes and not standardized, does not apply to existing work, if not amended, will result in adverse consequences, in June this year, the Ministry of housekeeping out revised. At the same time, there are some procedures we have not taken into account, in view of this, the Front Office in accordance with their business, the new service program, Program Amendments to the above procedures, the introduction will make housekeeping quality management system ISO-9001 work is more mature and perfect.
12. Norms message service, so that guests feel our professional management and hotel service quality. Services reflected in the details, the little one message letter, written in appropriate written memorable warm and give people a good feeling. I am Ministry of the message before there is a unified format, Li said the non-uniform, the same thing but it is vastly different message to different people, in order to standardize our message service, this year, front office, service center, bringing together people to discuss how to
13. change the way the previous night of bed to make our service more personalized, user-friendly. In the past, based on the opening night of bed, do we turn from the card and some warm weather prompted cards placed in the guest bed, as in Europe, the Olympics, brought joy to the guests during the festival shows some of the day trailer for Guests living in the shop provides a convenient living and traveling several times commended by the guests. In short, offers the service beyond the customers expectations has always been our goal. To do this, call staff to do a heart, pay attention to the guests watching habits, master guest more detailed information, including where people came for, national, etc., can provide targeted, the characteristics of services. Service innovation requires both divergent thinking and know what kind of service in order to impress guests. 2004 Although we do this work to pick up than in previous years, but also the distance from the innovative services.
14. raise individual rates, increased room sales revenue outlook to implement UP SALL program. To expand the individual market, and lead the sales business rooms, Front Office introduced by individual sales plan by the store leadership support, and implementation started in September of this year, since this way clock sales sales receptionist bonuses directly linked to employee motivation is high, until now, well for the hotel on the additional increase in individual sales 18,000 yuan.
15. to ensure the search check out timely and accurate. Rounds to ensure timeliness, accuracy rate has been one of the major difficulties in our department, if done well, is not only a bad impression to the guests and the hotel will bring economic losses. Through trial and error, according to hotel occupancy in the conference group, the characteristics of the main tour, check out time in the absence of the exact circumstances, we will take the initiative to find the person in charge or to inquire whether the wake-up time attendant to understand guests wake-up time was calculated guests check-out, arranged well in advance, check out the next day received a large amount of time and notice when a higher concentration, middle shift and night shift employees are active employees with rounds left, while will continue the day's work, work very hard, but it avoids a long time to check out customer complaints, but also to ensure the accuracy of the rounds in a timely manner, employees ho have no complaints, according to statistics, check out this investigation in a timely manner, more accurate Last year has been noticeably improved. Check out some issues, but also failed to reach a consensus before the closing, but the spirit of the principle of safeguarding the interests of the hotel we will continue our efforts.
16. And home delivery company, offers more convenient and efficient business mailing and baggage. Currently the business mail customers entrusted us with more, in order to make this business work more convenient, faster, and to meet the needs of my shop customers, our ministry and express home delivery company in Guangzhou, Haikou branch cooperation, established by the Ministry in the lobby for guests agent point for the mailing, shipping business. Since the end of October signed an agreement to trial a month, the effect is more obvious and also will increase for the hotel an extra income.
17. Promote environmental protection, a green hotel. To promote environmental protection, a green hotel. I shop placed in the room from the beginning of the year This is the country to save water energy, as well as savings of 2.4 million hotel linen cleaning fee.
Second, in 2004, because of various reasons, there are many within the scheme but not completed the work, they are:
1. Replace the plastic laundry bag laundry bag cloth stranded. From an environmental and economic point of view, all rooms are ready to be replaced this year, cloth laundry bags, bed sheets at first is to use scrap processing, but not durable, pretty, if the purchase of new cloth laundry bag will be an enormous time investment.
2. Business amenities floor is not replaced. In order to improve the grade of business rooms, the hotel has renovated some of its business floors, renovated guest rooms of their prepared products, or old, originally from the modern hotel development trends and economic point of view but without losing the quality of the amenities considered If the passenger shampoo, bath gel into box extrusion, but the plan failed due to the reasons for the price negotiated with the supplier and ran aground.
3. Frequent changes in the personnel skills competition, held only Housekeeping.
4. Some hotels do not change positions uniforms. According to the plan, this year prepared to catering, housekeeping, front-line department and security department sales department, engineering department staff uniform second-line replacement, but unfortunately due to funding problems the hotel, according to the severity of the principle of tight, only the replacement of the restaurant's chef service ,[link widoczny dla zalogowanych], reception service, room service department receptionist, luggage service, business center service clerks, sales representatives sales service, clerical services, engineering project staff clothing, the other remaining positions are not replaced.
5. Facilities and equipment repair and maintenance plan is not put in place. In accordance with the work plan, the scheme this year, large-scale maintenance season in the implementation of the off-season, although small scale, small-scale equipment maintenance our department are doing all district, such as the maintenance of the lobby floor, room polished stainless steel products, toilet cleaning, thermos cleaning, etc., but because of the clean room and maintenance department covers a wide variety of the facilities and equipment, that alone is quite enough, but because of historical reasons, the beginning of our ministry staff total deposit owed up to 1562 days off, if not be resolved, staff will bring fear of emotional work, but the hotel will bring economic losses, for which I Department to step up their employees to use compensatory time off-season, the current staff of our department is only 297.5 days off accumulated deposits, consumed 1264.5 days.