客房部201*年度工作總結(jié)

時光如水，光陰似箭，充滿機遇和挑戰(zhàn)的201*年即將過去，通過酒店領(lǐng)導(dǎo)及部門領(lǐng)導(dǎo)的指導(dǎo)幫助下，客房工作在全體員工的努力下還算順利，但仍存在不足，需要我們不斷改進和完善，繼續(xù)發(fā)揚團隊精神，全面推動201*年工作的開展。下面匯報部門年度工作

一、在培訓(xùn)方面根據(jù)員工的實際情況，部門制定了詳細的培訓(xùn)計

劃，并采取了多種培訓(xùn)方式進行培訓(xùn)。在業(yè)務(wù)技能培訓(xùn)方面采取先掌握工作程序和標準，在根據(jù)理論學習內(nèi)容現(xiàn)場演練給員工看，并讓員工親自操作，現(xiàn)場指導(dǎo)，讓員工掌握基本的操作技能。

二、在服務(wù)方面酒店是否能夠留住客人，關(guān)鍵在軟件也就是服

務(wù)。為了給客人提供一個良好的睡眠條件，特意準備了多種填充料的枕頭如蕎麥枕、麩皮枕，方便不喜歡軟枕的客人使用，在各樓層工作間還配備了備用毛毯方便客人需要及時送入房間。另外套房內(nèi)衛(wèi)生間配備鮮花，在套房內(nèi)配置綠色常青植物加大房間的溫馨布置，努力為客人提供一個溫馨舒適的居住氛圍。

三、設(shè)施設(shè)備的維護及保養(yǎng)大家都知道，房務(wù)部區(qū)域占酒店經(jīng)營

區(qū)域的近70%，投資也占酒店整體投資的較大比重，客房設(shè)施能否達到規(guī)定的使用年限，是直接影響酒店效益和長遠發(fā)展的關(guān)鍵，所以在設(shè)施設(shè)備的保養(yǎng)上部門嚴格執(zhí)行設(shè)施設(shè)備保養(yǎng)規(guī)定，定期對床墊翻轉(zhuǎn)，家具定期上蠟保養(yǎng)，嚴格對棉織品、房間的電器、設(shè)施設(shè)備按正確方法操作和使用，以延長其使用壽命。特別是對地毯的保養(yǎng)，部門非常重視，要求員工在平時的工作中，只要發(fā)現(xiàn)地毯上有點狀污漬，都應(yīng)及時的做點清潔，這樣不僅可以減少對地毯的洗滌次數(shù)，還能保持地毯整體衛(wèi)生。四、產(chǎn)品的出品質(zhì)量

1、在衛(wèi)生方面嚴格按照星級衛(wèi)生標準對房間的物品進行消毒。堅持床上用品一客一換，巾類根據(jù)客人要求隨時更換。房間的杯具采用84浸泡消毒和高溫消毒，電話、電視遙控器、所有開關(guān)采用酒精消毒。

2、房間清潔方面為了保證客人有一個整潔的生活居住環(huán)境，部門要求住客房每天的清掃不得少于兩次。早上十點以后，兩點以前必須對所有的住客房全面清理一次，下午17點以后，19點以前對房間進行一次小整理。除了必須要做的兩次清掃之外還隨時接受客人清掃房間的要求，哪怕是在后半夜有客人要求整理房間。我們也安排有專人服務(wù)。VC房的要求領(lǐng)班嚴格按星級標準100%檢查房間，主管70%抽查，來保證房間的出品質(zhì)量。3、在安全方面酒店員工大部分來自外地，部門在平時的培訓(xùn)中經(jīng)常對員工進行安全教育，要求外出結(jié)伴同行在工作安全方面要求嚴格按照程序操作，做到不被勞動工具傷害，不因不正確操作損壞設(shè)備，或被設(shè)備傷害。在平時的工作中注意房間客人是否帶有易燃、易爆、有毒物品及大功率電器在房間使用等情況，發(fā)現(xiàn)可疑人員在樓走動等情況要求及時上報，根據(jù)情況通知安全部。為了防止客人在房間出現(xiàn)安全事故，部門制作了許多溫馨的提示放在房間適當?shù)奈恢�，提示客人注意，也起到了防止意外事故的發(fā)生和警示做用。

以上總結(jié)的不足之處，我將一一逐步改正，同時根據(jù)我們酒店的自身特點，針對以后的客房工作做以下幾點工作思路及主攻策略，不足之處，請領(lǐng)導(dǎo)給予指點：

1、提高員工服務(wù)質(zhì)量，強化員工服務(wù)意識，對所有員工（包括新員工與老員工）進行全面培訓(xùn)。并協(xié)同領(lǐng)班制定培訓(xùn)計劃，做好員工的技能培訓(xùn)工作，并督導(dǎo)落實情況。確保使每位員工掌握工作所需技能的同時，對客服務(wù)做到：服務(wù)、主動、禮貌、耐心、周到。2、控制物資，開源節(jié)流：強化員工節(jié)約意識，提倡控制水、電等能源浪費的同時，實施物資管理責任制，控制成本費用。做到客房人走燈滅。要求員工收集空的礦泉水瓶，放入馬桶水箱內(nèi)，做到節(jié)約用水。一次性用品的消耗，要求每個領(lǐng)班，每天要登記在冊。嚴格控制物資。

3、提高客房的衛(wèi)生質(zhì)量，加大客房衛(wèi)生質(zhì)量的督導(dǎo)力度，務(wù)必保證每間客房保持最佳狀態(tài)，實行逐級管理，員工對所清潔的房間負責；領(lǐng)班對所管轄的樓層房間衛(wèi)生質(zhì)量及物品配備情況逐一嚴格檢查；對當值每位員工清掃房間做全面督導(dǎo)和檢查；堅決杜絕因衛(wèi)生質(zhì)量問題而引起客人投訴，影響酒店聲譽。

雖然部門在年度工作中取得了一些成績，但在這段經(jīng)營期間也暴露出一些不足，房務(wù)部會在明年的工作中針對這些不足不斷完善工作，繼續(xù)圍繞以經(jīng)營為中心、在保證經(jīng)營目標完成的情況下，不斷提高服務(wù)質(zhì)量，完善服務(wù)設(shè)施，為賓客提供一個清潔衛(wèi)生、安全舒適、賓至如歸的居家氛圍而努力！同時也希望酒店領(lǐng)導(dǎo)和兄弟部門一如既往的支持房務(wù)部的工作。以上是本人今年的工作述職報告。謝謝各位！

擴展閱讀：201*年度客房部工作總結(jié)

201*年度客房部工作總結(jié)

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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