Strictly check the sanitary quality to ensure the sale of quality rooms. The equipment and sanitary quality of guest rooms are like a person's basic skeleton, while excellent service is like a person's soul and blood, which can inject aura into people. After staying in our hotel, the guests directly feel the room facilities and hygiene, and the dissatisfied result is that they will not patronize again. Therefore, I have always warned employees that hygiene is our lifeline. Each of us finishes a room just like a painter finishes a painting. We must be responsible for it and have a sense of accomplishment. Therefore, at the daily morning meeting, I will emphasize which aspects of health we need to improve, and the planned health must be completed step by step. At the same time, I stepped up the inspection, and asked the staff to rework all the aspects that were found to be unqualified during the rounds. Later, I distributed 61 rooms on three floors to employees. Let every employee clean the room he keeps regularly. Through repeated inspection and supervision, the sanitary quality from 8F to 11F has been obviously improved. After June, I changed to the middle shift foreman. I continue to emphasize the sanitary quality of the guest room. I ask the staff to clean the hygiene in the guest room, remove the hair and garbage, and create a comfortable and clean rest environment for the guests when they turn on the bed at night. I think we do room management, and hygiene is a permanent topic for us, which must be grasped persistently for a long time.

the service level has been significantly improved, but it still needs to be improved and improved to a great extent. Compared with the beginning of the business, the service level has improved significantly in this year. Under the leadership of Manager Jin, the procedures of various services have been improved and developed in the work, and employees have also been trained in practice, which has increased a lot of experience in customer service. There are many employees who have been praised by the guests because of their good customer service. In particular, the successful reception of several large teams this year has proved this point. However, we must also clearly look at the obvious deficiencies in our reception service, which lead to the complaints of guests. To sum up, there are mainly the following aspects: (1) the collection and washing of guest clothes; Things in this respect happen again and again, mainly because the waiter made mistakes in filling in, did not check the clothes, made mistakes in accounting, did not deliver the clothes in time, sent the clothes to the wrong room number, did not explain relevant matters to the guests, and washed the clothes badly. We must increase the training for all employees, teach them to be careful and remind them of the places where mistakes are easy to make. (2) timeliness of customer service; I worked as an early shift foreman, and now I am a middle shift foreman. I find that employees don't go immediately when they receive service instructions when they are busy, but go after the work at hand. Another thing is that the things prepared on our floor are not complete, and we can borrow what a guest wants for half a day. Also, sometimes the telephone signal is not good, which affects the information transmission. (3) handover is easy to make mistakes; Often, the handover is not done when the shift is replaced, or the employee forgets the handover when he is busy, or the team knows that it is not clear that the night shift is not marked on the handover, and there is no verification of the handover. (4) Employees' business knowledge and ability need to be improved; Employees should know the relevant business knowledge, especially the content of the meeting. The service ability to foreign guests is poor, which can be seen from the reception of foreign guests from the recent M3 crew. Doing the above four points well is only a general service, but we still have a long way to go before the real personalized service and high-quality service, and we still need all of us to work hard together to achieve it.

standardize the work flow of middle shift and intensify inspection.

I have worked out the planned sanitation table for the public area in the middle class, so that employees can focus on one or two aspects of sanitation maintenance after completing the basic sanitation in the public area every day, and take the week as the cycle unit; The assessment standard table of night bed for middle shift was formulated, and the requirements and norms of night bed were clarified. At the same time, employees are required to make greater efforts to inspect floors, keep keys well, and strictly open doors in order to prevent safety incidents. All kinds of lights are turned on in strict accordance with regulations, and all kinds of consumables are recycled to prevent loss and waste.

do a good job in staff training and communication.

employees are the main body of customer service and work, and their working ability and dedication directly determine the service level of the hotel. This year, we mainly did the training of related equipment cleaning and mid-shift service, and at the same time increased communication with employees to keep abreast of their ideological trends and mobilize employees to realize their ideals in the hotel industry through their own efforts.

In a word, this year has been a year of great harvest. The hotel has been rated as a five-star hotel and its business is booming. I believe it can do better in 21 years!

Part II

Time flies. I have been working in the * * hotel for three years, and I have to feel that time is always so fast. Since my work, under the careful cultivation and teaching of the unit leaders, through my own continuous efforts, I have made great progress and great gains in my thoughts, studies and work.

ideologically, I consciously abide by the rules and regulations of the hotel and insist on attending every training in the hotel. I want to make positive progress, cherish every brick and tile of the hotel, and have been devoted to my study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition also makes 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, and with the strong pursuit of professional knowledge and skills, I have a correct working attitude and achieved the integration of theory with practice; In addition to learning professional knowledge, we also pay attention to the expansion of knowledge in all aspects, and extensively dabble in the knowledge of other departments and disciplines, thus improving our own strengths and ideological and cultural qualities, including learning to develop good living habits in life, living a full and organized life, having a rigorous attitude towards life and a good style of life, being warm and generous, being honest and trustworthy, being helpful, having our own good principles of doing things, and being able to live in harmony with colleagues.

at work, I have worked in the catering department, reception desk, room service center and other departments since I worked for 21 years. Before I went to work in the room service center, I also attended the self-study training of the hotel #from the hotel room supervisor during the hotel renovation. At that time, I was learning the operating skills of the room. No matter which department I was in, I was strict with myself and studied my business hard. It laid a good foundation for the smooth development of my future work.

Hotel guests

I remember that when I first entered the restaurant, the hotel business was full at that time, and 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 study hotel system and theoretical knowledge, etc. At work time, I will learn practical operations and help with some small things with those seniors. At night, my homesickness is increasing day by day. At that time, the manager often gives us meetings to talk about the inconvenience of work and the dissatisfaction in my heart plus my own shortcomings, so as to give spiritual encouragement to my work. After a long period of exercise, overcoming and efforts, Make me a qualified waiter, and spend a year and a half in catering, which makes me gain the most, that is, during catering, it makes me understand the etiquette in people's most basic communication occasions, and treat guests with enthusiasm, friendliness, patience and thoughtfulness. This is also what I lack in my own personality, 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 personality.

finally, I want to say that the above is just a little achievement in my work, which is inseparable from the help of the leaders and colleagues of the unit. I always believe that no matter how bright a match is, there is only light as big as a bean. But if a match is used to light a pile of matches, it will burn brightly. I hope to use my bright youth to ignite every guest around me and inspire my colleagues to contribute, forge ahead and create a better tomorrow together.

The disadvantage is that my mood fluctuates greatly and I am not gentle enough. I will constantly improve myself in my future work and strive to be an excellent hotel worker.

Part III

The tense and busy 21** is coming to an end. Looking back on this year's work, there are many gains and experiences. As an important department of the hotel, the quality of its work 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 feel full of pressure and motivation at the same time. In order to better carry out the related work of the department next year, it is necessary to summarize the work this year and plan the work next year. First of all, make a summary of this year's work:

In this year's work, I have worked in strict accordance with the instructions issued by the department manager, and formulated strict assessment systems and inspection standards for different jobs in practical work. First of all:

1. In health: strictly implement the system of ward round, record the inspection results in detail, and do a good job of making up the difference in health. Standardize the standard and quantity of items placed in each part, and check the location of items with ward rounds. Implement the guest room cleaning responsibility system to improve the enthusiasm and effectiveness of employees.

standardize various operating procedures and steadily improve work efficiency.

2. Material management and cost control: control materials, increase revenue and reduce expenditure, do a good job in recycling materials, strengthen employees' awareness of saving energy, advocate the control of water, electricity and other energy waste, and at the same time, implement the material management responsibility system, set up consumable account, and control costs and expenses.

3. Equipment and facilities: As the facilities and equipment have been used for a long time, they are obviously aging, so all posts are required to carry out targeted maintenance and maintenance, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove stains from carpets and arrange carpet washing reasonably.

4. Training: Make a monthly training plan and implement it to individuals. Conduct targeted training for different personnel. There are also explicit provisions on various standards, such as the time of rounds, workload, hygiene standards, cleaning time, cleaning standards, etc., so that employees can truly feel the importance and practicability of training in their daily work.

5. personnel management: handle affairs impartially, adhere to principles, firmly believe that there is no trivial matter in service, and report to the department manager in time those who damage the name and interests of the hotel, and deal with them according to the department system, and never be soft; Caring for employees, treating employees as their own relatives, narrowing the distance between departments and employees, and playing a connecting role; Lead by example, discipline yourself, clarify your position and play an exemplary role.

Next year's work plan is divided into the following major points:

First, cooperate with the department manager to complete various business indicators of the department and do a good job in management.

second, 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.

thirdly, through training, the working skills and operating procedures of on-the-job employees can be improved, the operating speed can be accelerated, and the working efficiency can be improved.

fourth, strengthen the quality inspection within the department to ensure that there are no problems in health and service work.

5. Use your rest time to study relevant business knowledge and apply good and feasible things to your post as soon as possible.

Through daily work, we found some deficiencies in the department:

1 Room hygiene needs to be further improved

2 Service terms of posts need to be further strengthened.

3 the comprehensive quality, service skills and professional level of service personnel and management personnel are uneven, which needs to be further strengthened.

the linen management on the 4th floor is rather chaotic.

The local carpets on the 5th floor are often dirty and left unattended

In view of the above shortcomings, my rectification plan:

1. Continue to strengthen the training for each post and strengthen the service skills and service awareness of employees.

2. Strengthen the team building of managers, and conduct quarterly assessment, mid-year appraisal and year-end evaluation system for managers, so as to eliminate the fittest.

3. Strengthen the supervision of linen, implement the real-name custody system, make a monthly inventory, and investigate the relevant responsible persons for the problems.

5. Strengthen communication and coordination with PA, and increase the maintenance of guest room carpets and floors. In addition, because PA machines are too large, it will cause waste of resources when dealing with local dirty carpets, so relevant training on local decontamination and stain removal will be given to staff at each post.

the above is my summary and plan of the department's work, the department's shortcomings and improvements. To sum up, I firmly believe that under the leadership of the hotel leaders and department manager Jin, all the staff in our department will work together to join hands with Qi Xin, and * * * will do their best for the hotel's management principles and policies for 21 years. 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 my strength to improve the service level, management level and training level of the housekeeping department, quality inspection, enhance the cohesion of employees, improve the basic quality of employees, and cooperate with the hotel to implement brand building!