客房部201*年度工作总结
时光如水，光阴似箭，充满机遇和挑战的201*年即将过去，通过酒店领导及部门领导的指导帮助下，客房工作在全体员工的努力下还算顺利，但仍存在不足，需要我们不断改进和完善，继续发扬团队精神，全面推动201*年工作的开展。下面汇报部门年度工作
一、在培训方面根据员工的实际情况，部门制定了详细的培训计
划，并采取了多种培训方式进行培训。在业务技能培训方面采取先掌握工作程序和标准，在根据理论学习内容现场演练给员工看，并让员工亲自操作，现场指导，让员工掌握基本的操作技能。
二、在服务方面酒店是否能够留住客人，关键在软件也就是服
务。为了给客人提供一个良好的睡眠条件，特意准备了多种填充料的枕头如荞麦枕、麸皮枕，方便不喜欢软枕的客人使用，在各楼层工作间还配备了备用毛毯方便客人需要及时送入房间。另外套房内卫生间配备鲜花，在套房内配置绿色常青植物加大房间的温馨布置，努力为客人提供一个温馨舒适的居住氛围。
三、设施设备的维护及保养大家都知道，房务部区域占酒店经营
区域的近70%，投资也占酒店整体投资的较大比重，客房设施能否达到规定的使用年限，是直接影响酒店效益和长远发展的关键，所以在设施设备的保养上部门严格执行设施设备保养规定，定期对床垫翻转，家具定期上蜡保养，严格对棉织品、房间的电器、设施设备按正确方法操作和使用，以延长其使用寿命。特别是对地毯的保养，部门非常重视，要求员工在平时的工作中，只要发现地毯上有点状污渍，都应及时的做点清洁，这样不仅可以减少对地毯的洗涤次数，还能保持地毯整体卫生。四、产品的出品质量
1、在卫生方面严格按照星级卫生标准对房间的物品进行消毒。坚持床上用品一客一换，巾类根据客人要求随时更换。房间的杯具采用84浸泡消毒和高温消毒，电话、电视遥控器、所有开关采用酒精消毒。
2、房间清洁方面为了保证客人有一个整洁的生活居住环境，部门要求住客房每天的清扫不得少于两次。早上十点以后，两点以前必须对所有的住客房全面清理一次，下午17点以后，19点以前对房间进行一次小整理。除了必须要做的两次清扫之外还随时接受客人清扫房间的要求，哪怕是在后半夜有客人要求整理房间。我们也安排有专人服务。VC房的要求领班严格按星级标准100%检查房间，主管70%抽查，来保证房间的出品质量。3、在安全方面酒店员工大部分来自外地，部门在平时的培训中经常对员工进行安全教育，要求外出结伴同行在工作安全方面要求严格按照程序操作，做到不被劳动工具伤害，不因不正确操作损坏设备，或被设备伤害。在平时的工作中注意房间客人是否带有易燃、易爆、有毒物品及大功率电器在房间使用等情况，发现可疑人员在楼走动等情况要求及时上报，根据情况通知安全部。为了防止客人在房间出现安全事故，部门制作了许多温馨的提示放在房间适当的位置，提示客人注意，也起到了防止意外事故的发生和警示做用。
以上总结的不足之处，我将一一逐步改正，同时根据我们酒店的自身特点，针对以后的客房工作做以下几点工作思路及主攻策略，不足之处，请领导给予指点：
1、提高员工服务质量，强化员工服务意识，对所有员工（包括新员工与老员工）进行全面培训。并协同领班制定培训计划，做好员工的技能培训工作，并督导落实情况。确保使每位员工掌握工作所需技能的同时，对客服务做到：服务、主动、礼貌、耐心、周到。2、控制物资，开源节流：强化员工节约意识，提倡控制水、电等能源浪费的同时，实施物资管理责任制，控制成本费用。做到客房人走灯灭。要求员工收集空的矿泉水瓶，放入马桶水箱内，做到节约用水。一次性用品的消耗，要求每个领班，每天要登记在册。严格控制物资。
3、提高客房的卫生质量，加大客房卫生质量的督导力度，务必保证每间客房保持最佳状态，实行逐级管理，员工对所清洁的房间负责；领班对所管辖的楼层房间卫生质量及物品配备情况逐一严格检查；对当值每位员工清扫房间做全面督导和检查；坚决杜绝因卫生质量问题而引起客人投诉，影响酒店声誉。
虽然部门在年度工作中取得了一些成绩，但在这段经营期间也暴露出一些不足，房务部会在明年的工作中针对这些不足不断完善工作，继续围绕以经营为中心、在保证经营目标完成的情况下，不断提高服务质量，完善服务设施，为宾客提供一个清洁卫生、安全舒适、宾至如归的居家氛围而努力！同时也希望酒店领导和兄弟部门一如既往的支持房务部的工作。以上是本人今年的工作述职报告。谢谢各位！
扩展阅读：201*年度客房部工作总结
201*年度客房部工作总结
Daysisfleet,hadgone201*,guestroomministryisinacenterofleadersofalllevelscorrectandhow-toreachdepartmentaldoortocoordinatetheeffortwithfacultyclosely,eachjobisabletoarrangeallpreviousprogress.Theworkingsummarythatmakesoneyeartoguestroomministryreportsasfollows:Thebusinesstotalthat201*yearbecomeis2.8million,themonthallisfinished230thousand,theaveragepriceofguestroom221yuan/day,ofguestroomaveragerentalrateis41%,thebusinessindexthatisapartfromcentralmakeknowntolowerlevelsstillhascertaindifference.One,groomofrespect201*isthecentergroomsyear,thecenterwasmadeinthebeginningoftheyeargroomplan,althoughthecourselearnstheoreticallyandemployeeoperates2levelactually,butinworking,employeeisintheskillofbusinesstechnicalability,service,standardthatfacesrespectoffieldmeetanemergencytoleaveusstillhasverybigdifference,guestroomministryisaimedatthiskindofphenomenon,alsoanswercentralcallatthesametime,willgroomthefirstplacethatworkstobeputinguestroomtoworkfrombeginningtoend.Accordingtotheactualconditionofemployee,divisionsystemwasdecidedgroomindetailplan,adoptedavarietyofgroomingmeansundertakesgrooming.Groominbusinesstechnicalabilitytherespectisadoptedmasterworkingprogramandstandardfirst,inthebasisdrillingofspotoftheorystudycontentgivesemployeetolook,letemployeebeoperatedpersonally,on-the-spotguidance,lettheoperationtechnicalabilitywithemployeebasiccontrol.Basicskillhasdrilled.Wantmuchpracticeonly,thetargetthatimprovesworkefficiencycancometrue.Workthroughthesegrooming,thetimemakingaroomofemployeehasachievedoccupationstandard.Throughtheworkingqualityriseandfallofnearlyafewmonths,guestroomministryfeelswhatthebranchgroomsisimportant,inthejobofnextyear,guestroomministrywillbeginthosewhohavespecificaimtogroomaccordingtoeachpostthejob.2,qualityservestokeepstablerin8yearsinofservice,wholesomerespect,complainthetimewithhigherratetocustomerserviceWuparagraphin9,October,appearthemainfactorofthisreasonishousingrateisinthatparagraphoftimeishighest,personnelpredictionofaperson’sluckinagivenyearismoreserious,afternewemployeeentersabranchcannotassoonaspossibleratherhe(she)employeebeinharmonyisanorganicwhole,lackorganizationconsciousness,andthosewhobedeficientinpersonneloflowlevelmanagementiscorrectguide,bebasedontheseelements,thebranchwasbegunaseriesofinternalaffairsisrectified,itistheproceedwithofstateofmindfromoldstuffaboveall,doathoughttoteachthejobmore,therealizesoneselftoriseincenterandsectionalplaceactionthatmakesoldstuffmoredeep-seated,partthattakeon,letoldstuffexperiencecenterandbranchtovalueleveltotheirs,reachhandgriphandwitholdtapenew,additional,combingceaselesslyincomplaining,discoveredtheanotherelementoftheproblem,servingatsectionalemployeeexcessivewithlackcloseaffectionserves,notbetoletaguestfeelboreevenifmakeaguestessentialcannotexperienceacentertotheguesttakeseriously,walkedalongtwoextremes,experiencethefeelingofguestsfeelathomewithoutguestinvitingguest,thebranchwasbegunaseriesofthebranchofinterestsexandteamandgroupgroom,itisinpersonplusthecloseallpreviousofadministrator,theaggravationofthisphenomenonavoidedinlaterperiod,gotimproving.Wholesomequalityisthelifelineofguestroom,anylinkofthebranchcannotrunapointwithappearingcareless,guestroomasalwaysholdto“employeeischeckedoneself,foremanexamination,managerselectivesexamination“tenet,belowtheceaselessguidancethatleadsinthecenter,gotrisingceaselessly.Itistallerthatthiscentralguestroomrentsrateandaddliveforratewhole,herethecircumstancefalls,ofdailyaddhousingurgentcleanFM201*|PES201*|FIFA
photographcontrastearlier,entertimedaililyplustheguestalsoearly,canrentdownstageforseasonablesupplyroom,soguestroommaintainsalmostbeinakind“drivearoom“undercondition,andduringhaveperiodoftimeinside,guestroommaintainsthestateofthememberthatbeshortoftofallallthetime,althoughtheseareobjectivetheoccurrenceoftheelement,whatthebranchstillleadsinthecenterisgood-temperedfallwithaccredit,undertookcorrespondingadjustmentintime,willoriginalsinglepersonsecuresfloortofocusmanagemententirely,motor-drivendelaytimegoestoworkandcomeoffworkwithfillavacancyspecialtimeparagraphtheconditionthatmotor-drivenofvacantpost,theothersarrangesneatly,moreraisedunitivecooperationspirit,accomplishedwithincall,eachothertohelp,protectedthelifelineofguestroom.3,themaintenanceoffacilitiesfacilitiesandmaintaineverybodyknows,nearly70%whatsectionofguestroomdepartmentoccupiesacentertomanagearea,investmentalsoholdsthelargerproportionofcentralwholeinvestment,guestroomestablishmentwhethertheusefixednumberofyearthatreachsaregulation,itisthekeythataffectscentralbenefitandlong-termdevelopmentdirectly,beinsooffacilitiesfacilitiesmaintainloadroomministrycarriesoutfacilitiesfacilitiesstrictlytomaintainregulation,retroflexiontomattessregularly,furnitureisfixedwaxingmaintains,beoppositestrictlyfacilitiesoftheelectricequipmentofcottongoods,room,facilitiesisoperatedbyaccuratemethodanduse,inordertoprolongitsservicelife.Beoppositeespeciallyofcarpetmaintain,guestroomministrytakesseriouslyverymuch,requirementemployeeisinatordinarytimesinthejob,wanttodiscovertothereisthebesmirchthatorderstateoncarpetonly,shoulddointime“dot“clean,canreducethecatharsisnumbertocarpetnotonlyso,stillcanmaintaincarpetwholesanitation.?Maintaininroomwholeandsafeguardon,guestroomministrycombinedengineeringdepartmenttoundertakebedischargingedintheroundcheckingtotheairconditioningoftheroom,solvedsummertimeroomairconditioningslackcircumstance.Beforeparagraphtimeguestcomplainsflavourofroomtoilethydrospherebig,checkthroughtheplatoon,itisthefountainheadproblemofcistern,bringaboutastinktosendoutdirectlyroom,guestroomministryandengineeringdepartmentinstantlyleaderofaskforinstructions,thedecisionoftenchangestothewaterofcistern,theproblemthatmakesroomhydrosphereflavourbiggotameliorative.Althoughbeinayearofinthepast,passtheeffortofengineeringpersonnel,improvedconditionoffacilitiesofafewfacilities,butourroomwholemaintainsstillputinalotofproblems,needengineeringdepartmentandguestroomministryaresolvedinthejobofnextyearjointly.
FM201*|PES201*|FIFA
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