Annual work summary model essay, the tense and busy xx of hotel supervisor (1) is coming to an end. Looking back on this year's work, we have gained a lot. As an important department of the hotel, the housekeeping department will directly affect the external image and economic benefits of the hotel. Thanks to the trust of the leaders, I have the honor to be the head of housekeeping department, and I also feel full of pressure and motivation. In order to better carry out the relevant work of the department next year, it is necessary to summarize this year's work and plan next year's work. First of all, make a summary of this year's work:
In this year's work, I worked in strict accordance with the instructions issued by the department manager. In practical work, I formulated strict assessment systems and inspection standards for different jobs. First of all:
First of all, in terms of health
Strictly implement the system of ward rounds, record the inspection results in detail, and do a good job in sanitary makeup. Standardize the standard and quantity of items placed in various parts, and cooperate with ward rounds to check the location of items. Implement the guest room cleaning responsibility system to improve the enthusiasm and effectiveness of employees. Standardize various operation procedures and steadily improve work efficiency.
Second, commodity management and cost control
Control materials, increase revenue and reduce expenditure, do a good job in material recovery, strengthen employees' awareness of saving, advocate the control of energy waste such as water, electricity, etc., implement the responsibility system for material management, set up a consumable account, and control costs.
Third, the equipment and facilities
Because the facilities and equipment have been used for a long time and are obviously aging, all posts are required to carry out targeted maintenance, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove carpet stains and arrange carpet washing reasonably.
Fourth, training.
Make a monthly training plan and implement it to individuals. Conduct targeted training for different personnel. Various standards are also clearly defined, such as the time of rounds, workload, hygiene standards, cleaning time, cleaning standards, etc. Let employees truly feel the importance and practicability of training for their daily work.
Verb (abbreviation of verb) personnel management
Handle affairs impartially, adhere to the principle, firmly believe that "service is no small matter", report to the department manager in time if it damages the name and interests of the hotel, and deal with it according to the department system without mercy; Caring for employees, treating employees as their relatives, narrowing the distance between departments and employees, and playing a connecting role; Set an example, be strict with yourself, make a clear position and play an exemplary role.
Six, next year's work plan is divided into the following points.
1, cooperate with the department manager to complete various business indicators of the department and do a good job in management.
2, vigorously improve the quality of personnel. From service skills to the basic process of each position to simple English conversation, employees are trained and assessed in combination with actual work.
3. Improve the working skills and operating procedures of employees on the job through training, speed up operation and improve work efficiency.
4. Strengthen the quality inspection within the department to ensure that there is no problem in health and service work.
5. Use the rest time to learn relevant business knowledge and apply good and feasible things to the post as soon as possible.
Seven, through daily work, found some shortcomings in the department.
1, room hygiene needs to be further improved.
2. The service language of this position needs to be further strengthened.
3. The comprehensive quality, service skills and professional level of service personnel and management personnel are uneven and need to be further strengthened.
4. The management of floor linen is chaotic.
The local carpet on the floor is always dirty and neglected.
Eight, in view of the above shortcomings, my rectification plan.
1. Continue to strengthen the training of each post and strengthen the service skills and service awareness of employees.
2. Strengthen the construction of management personnel, and implement quarterly assessment, mid-year assessment and year-end assessment system for management personnel to survive the fittest.
3. Strengthen linen supervision, implement the real-name custody system, conduct monthly inventory, and investigate the relevant responsible persons for the problems that arise.
5. Strengthen communication and coordination with other departments, and increase the maintenance of guest room carpets and floors. In addition, because the machine is too large, it will waste resources when dealing with local dirty carpets, so the staff in each position will be trained in local decontamination and stain removal.
The above is my summary of the work of the department. To sum up, I firmly believe that under the leadership of the hotel leaders and department managers, all the staff in our department will work together with Qi Xin and Qi Xin to do their best for the hotel's operating principles and policies. In short, as the head of the housekeeping department, I will try my best to cooperate with the department manager to do all the work of the department in the future, and contribute to improving the service level, management level, training level, quality inspection, enhancing the cohesion of employees, improving the basic quality of employees and cooperating with the hotel to implement brand building!
Annual Work Summary Hotel Supervisor Fan Wen (II) 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
The profit of an enterprise is the first goal and the guarantee of its survival. The work of a department should also focus on the center of the enterprise. As a service department, the housekeeping department's primary task is to clean up and provide a clean, quiet, comfortable and warm rest environment for guests, but at the same time, we should also generate income and save expenses for enterprises. Over the past year, with the joint efforts of all employees and department managers, the part with business indicators has completed the task given to us by xx 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.
In the second year and xx year, I completed the following work.
1. Learn and standardize the terms of post service, and strive to improve the quality of customer service. In order to reflect the professional quality of hotel staff, I am not familiar with the terms of service of each post and am not standardized. Among my colleagues, I learned the service language of the post in the training of the manager in charge of the group room, and then absorbed it into 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.
2. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the company, and the cost is also very high. In line with the concept that saving is to create profits, my colleagues and I will start from ourselves, from scratch, and put an end to all waste phenomena, which are mainly manifested in: ① recycling disposable low-value consumables, such as toothpaste, for customers, which can be used as cleaning agents; (2) it is required to turn off the walkway light returning to the floor every morning 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 company.
3. In order to do a good job in guest room hygiene and service, leaders often assess and evaluate our guest 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.
4. The leaders adopt centralized training, special training and individual guidance training for 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.
Annual work summary model essay, hotel supervisor (3) The hectic year is coming to an end. In retrospect, I have been to xx Resort for X 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 the standard of goods placement, strictly implement and unify, effectively improve the qualified rate of room quality, formulate the standard of goods placement in rooms, and improve the equipment of goods 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 comprehensive quality and specific performance of all employees and managers in the department.
(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 hygiene plan of the department, so that the room hygiene can meet the use standard of the resort.
(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.
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 opened for xx years, the guest room facilities and equipment have been damaged, and there are many problems in engineering maintenance.
(1) Pay attention to moderation in operation to reduce collision and prolong its service life.
(2) 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. 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, there are also vacancies on the floors. X months later, some waiters left their jobs or felt unwell, but with the efforts of all the staff, the holiday reception was completed reasonably.
(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 and lead the class staff in xx to fully mobilize the enthusiasm of the staff.
(6) In view of the above vacancies, it is also hoped that the superior leaders will increase some personnel for the corresponding positions to ensure the fastest efficiency in completing the reception volume and daily management during the peak season.
8. Save energy and reduce consumption
(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 xx villa area, so as to ensure the quality of guest room engineering.
(2) Organize employees to effectively fight against typhoons, make every effort to resist 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 employees' dormitories, and take care of employees' life after work.
(5) Effectively solve employees' problems in daily management.
Third, the existing problems and deficiencies
Although the work of xx 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 the sense of active service, 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 in xx, all personnel have poor health awareness, and the daily cleaning work is not done adequately during holidays, which often leads to poor health in the lobby and other areas.
(5) The laundry room failed to follow the standard washing procedure, which led to serious damage of linen, increased the cost of talents and made the resort beautiful.
(6) Employees have poor safety awareness and insufficient knowledge of dealing with various emergency plans.
(7) Failing to complete the training work of the department in time, resulting in poor service awareness of employees.
The above is my summary of the overall work of the department in xx, and I believe the department will do it more carefully in xx!
Looking back and looking forward to the future, as the manager of the hotel department, I have gained a lot in my one-year work and realized my own shortcomings, so I need to make a concrete summary myself.
First, strengthen learning and dedication.
To do a good job, we must first have a good working attitude and establish a correct outlook on life and values. Therefore, this year, our department will take advantage of the spring breeze of the national education activities to maintain party member's advanced nature, carry out study and education activities to improve employees' professional ethics in a planned and targeted manner, help departmental employees cultivate the spirit of caring for their posts and dedication, and establish the concept of serving wholeheartedly. At the same time, the department will also organize employees to actively participate in hotel training. According to the annual theme employee training plan of the hotel, the department itself will also organize employees to conduct training on hotel rules and regulations and business knowledge on a regular basis. Through training and study, we will continuously improve the business skills and level of department employees and improve work efficiency.
Second, strict discipline creates an image.
Discipline is a code of conduct that a group must abide by in normal work and life, and it is an effective guarantee to improve the combat effectiveness of the department. The ancients said, "No rules can make Fiona Fang". Therefore, if the general office wants to do a good job as a whole, it must be guaranteed by strict organizational discipline. Organizational discipline should always be unremitting, department leaders should take the lead and be responsible for themselves, and completely put an end to violations of discipline and discipline. The behavior and dress of department employees should be standardized, and efforts should be made to make the comprehensive office a civilized window of the hotel.
Third, innovate management and stress practical results.
1. Beautify the hotel environment and create a "warm home".
Strict hygiene management is an effective measure to ensure a clean and tidy hotel environment and provide guests with a comfortable environment. This year, we will strengthen health management. In addition to continuing to adhere to the general health inspection on Thursday, we will also carry out irregular inspections, and strictly follow the standards, never go through the motions, never become a mere formality, inform the inspection results, formulate a reward and punishment system, and implement cash rewards and punishments to enhance the sense of responsibility of all departments, mobilize the enthusiasm of employees, and make the hotel health work leap to a new level. In addition, we must do a good job in preventing flies, rats and cockroaches. At present, it is the peak period of rat and cockroach breeding, so it is necessary to strengthen control and effectively eliminate pests such as flies, cockroaches and rats.
2. Flowers and plants are indispensable decorations to beautify the hotel and create a "warm home". This year, we cooperated with the new flower company to strengthen flower management, and asked the flower company to come to the store regularly for pruning and cultivation, to keep the flowers clean and beautiful, and to change the colors and varieties of flowers in time according to the situation, so that the flowers in the hotel can be evergreen all the year round and always new, giving guests a warm and comfortable feeling.
3. Innovate dormitory management and create a "comfortable home" for employees.
Dormitory management has always been a weak link. This year, we will strengthen management to create a real "comfortable home" for hotel employees. To this end, the first thing is to have a clean dormitory environment. We require the dormitory administrator to do a good job in the sanitation of the public * * * area. Each dormitory has a dormitory administrator who is responsible for arranging and urging the dormitory staff to clean up, requiring the room to be clean and tidy, and checking the sanitation of each dormitory and reporting the inspection.
Secondly, it is necessary to strengthen the safety management of dormitories, always keep in mind fire prevention and theft prevention, prohibit outsiders from entering and leaving the dormitory at will, and implement the system of asking and registering outsiders to ensure the personal and property safety of lodgers.
Third, change management type into service type. The administrator should be transformed into a waiter for the accommodation staff. Most of the in-house staff are young people who come from all directions and leave home for the first time. Most of them are young and lack social experience. Therefore, they need our concern in many ways. Therefore, dormitory administrators should pay more attention to their ideological and emotional changes and care about their lives, especially for sick employees, giving them family-like care and making them feel the warmth of their families.
Fourth, save energy, reduce consumption and create benefits.
1. Strengthen the management of water, electricity and gas in the dormitory.
It is necessary to strengthen publicity and education, deepen the concept of "advocating economy, opposing waste, opening up new sources and reducing expenditure" in the minds of employees, and enhance the awareness of saving. At the same time, it is necessary to strengthen management in this area. In terms of the use of water, electricity and air conditioning, we should open up according to the actual situation, strengthen supervision and inspection, put an end to the phenomenon of "tap water, ever-burning lamps and air conditioning" and strengthen the management of employees' bathhouses. It is forbidden for outsiders to take a bath in the bathhouse, and it is forbidden for employees to wash clothes in the bathhouse.
2. Strengthen the management of hotel office supplies, clothing and labor insurance supplies.
We will refer to the previous relevant standards and regulations, reorganize according to the actual situation, formulate the collection period and quantity standards of office supplies, clothing and labor insurance supplies in various departments, improve the collection procedures and make good accounts. It is required to distribute the goods according to regulations, ensure that the accounts are consistent with the facts, and properly keep the goods in the warehouse to prevent deterioration and damage.
3. Strengthen the management of vehicle boarding cards and telephones.
Establish a vehicle use system, implement a vehicle dispatching system, prohibit unauthorized use of vehicles and stay out, strengthen vehicle fuel consumption, maintenance management and vehicle maintenance, and ensure the safety of hotels leading vehicles and vehicles. Strict management and registration systems should also be implemented for boarding cards and long-distance calls to prevent private use.
V. Internal and external coordination to promote efficiency
The comprehensive office is the reception window of the hotel, and it is an important department for the hotel to contact, contact and coordinate with various functional departments and units in society. This year, we will make use of the existing diplomatic resources, continue to strengthen ties with relevant departments, and create a good external development environment for the hotel's operation and development.
At the same time, according to the functions of the department, our department will pay attention to the contact with all departments in the store, coordinate the work of all departments, coordinate and solve some matters delayed by poor contact in time, supervise the implementation of various measures and decisions of the hotel, and prepare the minutes of monthly work meetings, so that the work of all departments in the hotel can be arranged month by month and acted every day.
VI. Promotion of Guangming Brand
1. It is necessary to improve the writing level and quality of documents and materials, complete the drafting, printing and sending of all kinds of documents and materials in the hotel in time, strengthen file management, establish a file management system, and properly keep the relevant materials and documents filed, so as not to be damaged or lost.
2. Timely publicize and report the typical deeds of the hotel, increase the publicity of the hotel, vigorously publicize the advanced models emerging in the construction of three civilizations, vigorously publicize the hotel, establish a good external image of the hotel, and improve the visibility of the hotel.
In a word, in the new year, all employees in general manager office will work hard for the development and take-off of the hotel with a new starting point, a new image and a new work style, under the correct leadership of the hotel, in close cooperation with all departments, and unite as one!
Annual Work Summary Fan Wen (5), the person in charge of the hotel, has worked in xx Hotel for three years and can't help feeling that time is always so fast. Since work, under the careful training and teaching of the unit leaders, through their own continuous efforts, both in thought, study and work, have made great progress and great gains.
First, ideologically
Consciously abide by the rules and regulations of the hotel and insist on participating in every training of the hotel. Require positive progress, XX Hotel has been devoted to study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition has made me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique. In learning, I am strict with myself, have a strong thirst for knowledge and skills, correct my work attitude and integrate theory with practice; In addition to learning professional knowledge, I also pay attention to the expansion of knowledge in all aspects, and extensively browse the knowledge of other parts and disciplines, so as to improve my versatile advantages and ideological and cultural quality, including learning to develop good living habits in life, being rich and organized, having a rigorous attitude towards life and a good style of life, being warm and generous, being honest and helpful, having my own good principles, and being able to live in harmony with colleagues.
Second, at work.
Since I worked in xx, I have worked in catering department, front desk, room service center and other departments. Before I went to work in the room service center, I also attended the hotel's own training when the hotel was renovated. At that time, I was learning the manipulation skills of the room, and I was strict with myself in every link and studied my business assiduously. It is with such a firm belief that I strive to become an expert. It laid a good foundation for the smooth development of my future work.
I remember when I first entered the restaurant, the hotel was full of business. Although I just learned some theoretical knowledge from my alma mater, this situation could not meet the needs of my work. In order to master the service industry as soon as possible, I insist on coming to the hotel every day to learn the hotel system and theoretical knowledge. During working hours, I will learn practical operation from those ancestors and help to do some small things. At night, my homesickness grows day by day. At that time, the manager often gave us meetings to talk about the inconvenience of work and the dissatisfaction in his heart plus his own shortcomings, and gave spiritual encouragement to the work. After a long period of exercise, overcoming and hard work, I became a qualified waiter. I spent a year and a half in catering. What I gained the most was in catering, which made me understand the etiquette in people's most basic communication occasions and treat guests with enthusiasm, friendliness and patience. This is also what I lack in my own temperament, and it also makes me understand that getting along with colleagues is also this spirit. In fact, this is also a good way to change bad temper.
I spend most of my working time in the guest room. In order to better serve customers, I have given different help and services to customers with different levels and needs, which requires me not only to have comprehensive professional knowledge and extensive information sources, but also to keep close contact with all parts. More importantly, the urgency and correctness of conveying information. What I learned from the front desk also made my job in the room service center handy. At the same time, strengthen close cooperation, unity and cooperation with colleagues, understand each other and form a group strength, thus improving the effectiveness and progress of the work.
Finally, I want to say that the above is just a little achievement in my work, and I can't do without the help of unit leaders and colleagues. I always believe that no matter how bright the match is, there is only light as big as a bean. But if you light a pile of matches with a match, it will burn very brightly. I hope to use my brilliant youth to ignite every guest around me and encourage my colleagues to contribute to our cause, forge ahead and create a better tomorrow.
The disadvantage is that the mood fluctuates greatly and is not docile enough. I will constantly exercise and improve myself in my future work, and strive to become an excellent hotel worker.