The template of housekeeper's work summary is to review whether his performance in the past year has reached the standard, improve his shortcomings and enhance his professional skills while carrying forward his own strengths. Below I sorted out the template of the housekeeper's work summary.

Time flies, and I have been working in xxx service center for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.

Looking back at the company's customer service job application at the job fair, it seems to have happened; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year.

1. Go through the formalities and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Among them, 92 households have been delivered to the park, 46 households have gone through the handover procedures, 7 households have gone through the decoration procedures, and 2 households have moved into the owner;

2, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

3. Making, sending and filing letters and documents. At present, 50 copies of work contact sheet/kloc-0 and 5 copies of rectification notice1/kloc-0 have been sent; 55 tips; The departmental meeting lasts for 23 minutes, and the explanation will be released above 1387.

In the process of completing the above work, I learned a lot and grew a lot.

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open. But when Zhang Yu came from Chongqing,

Facing customers, steady and sweet smile and skillful reception skills make waves of ripples in my heart; She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers? Through the company leaders' summary of our work that day, I deeply realized the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;

I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

3. I have developed my talents in my work and study; When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of the park on Christmas and New Year's Day just completed two days ago is the first scheme I made myself. When the plan was approved by the supervisor, my heart was full of joy of success and passion for work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.

In the brand-new 20xx year, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects.

4. Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;

5. Strengthen the production ability of copywriting and meeting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

6. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work;

7. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I just graduated from school and can join this lovely and excellent team of xxx. The cultural concept of Greentown and the working atmosphere of Housekeeping Department have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work! Thank you, my work is finished!

Summary of the template of housekeeper's working mode 2 Good afternoon, leaders:

I. Housekeeping Department's Work for 20 Years * *

1, operating income.

As a front-line business service department, the guest room always takes creating a clean, comfortable, quiet and warm rest environment as its primary task. In 20** years, I checked in 10603, with 8408 groups, and the occupancy rate was 54. 8%。 (20** year occupancy rate is 67%, and 20 10 year occupancy rate is 77. 6%。 There are 226 residents in quadrangles throughout the year (252 in 20** years and 236 in 20 10 years), with an occupancy rate of 34. 5%,。 Receive more than one meeting throughout the year. In order to provide convenience for guests and improve profits, the fruit bowl made by the manager of the housekeeping department is worth 88,535 yuan, with a cost of 54,204 yuan, a profit of 34,333 yuan and a profit of 38%.

2, service first, quality first.

In 20** years, the guest room received the provincial university sports meeting, important leaders and meetings, which ensured the smooth completion of the government reception in our park. At the same time, it also strengthened the service for corporate customers. This year, we received business meetings such as travel agencies, home appliance sales, Inel beauty clubs, and social influential conference services such as entertainers staying in quadrangles, focusing on promoting wedding rooms in quadrangles and improving the cash utilization rate of quadrangles.

Always adhere to the combination of management and service. First of all, strengthen the supervision of the sanitary quality of guest rooms, ensure that each rented room is in the best state, and implement the responsibility system step by step: employees are responsible for the rooms they clean; The foreman must strictly check the sanitary quality and equipment of the rooms on the floors under his jurisdiction one by one; The manager knows the room cleaned by every employee like the back of his hand.

Supervision and inspection; Resolutely put an end to guest complaints caused by sanitary quality problems, which will affect the reputation of the hotel. At the same time, it is emphasized that the rooms returned on the same day must be cleaned on the same day. Ensure the maximum profit of non-storable room resources. And according to the record of the day's ward round, make the next day's planned sanitation, clean and maintain the room in a targeted manner, and improve the sanitary quality of the room and the service life of the room equipment and facilities.

The department strictly implements the system of pre-shift meeting and post-shift meeting, and insists on solving minor problems in time. In the training and management of employees, starting from reality, employees have problems at work, help employees analyze the causes of the problems, find solutions, and explain them at regular meetings to avoid the same problems from happening again at work.

3, heavy training, tree image.

In order to adapt to the rapid changes in the hotel industry, learning hotel service knowledge is a compulsory course for each of us. Every quarter, the department will make a training plan and training assessment according to the actual situation to improve the room service level. The problems in daily work will be explained as cases at the morning meeting, so that the training can be dissolved in the work, so that employees can memorize them and avoid problems. Explain to new employees separately, and guide them at any time when they encounter problems, so that they can adapt to work faster.

20** years, public health places to implement quantitative health supervision and evaluation level. In order to improve the quality and shape the brand image, under the instruction of Mr. Chen, the housekeeping department transformed two small single rooms, 2223 and 23 17, into special linen rooms and disinfection rooms, and formulated relevant systems and standards. After inspection and acceptance, it won the "A-level unit of public health credibility".

In the annual Samsung review, it passed the review smoothly.

This year, many employees in the housekeeping department took the initiative to contact the guests after picking up the items left by the guests and handed over the mobile phones and money to the owner in time. Guo and Hao, conference room staff, worked overtime to prepare for the meeting. Wang Huayu obeyed the arrangement, moved at any time, worked hard and never complained. As an old employee and elder sister, Peng Qiao worries about the work of the housing management center everywhere.

4. Improve the quality of guest rooms and ensure the quality of hardware.

Under the guidance of the leaders of the park, all guest rooms have been replaced with quilts this year, and 50 mattresses have been replaced in spring. Aiming at the problem of dirty bedside cloth reflected by guests, the room staff were led to modify the bedside cloth into leather cloth, which was convenient for cleaning and improved the overall aesthetics of the room. The Juxian Building renovated this year has room 19, and the whole park has a unified price. This multifunctional hall was renovated in the spring. In order to do a good job in daily engineering maintenance, we check in advance, communicate in time and follow up the maintenance to ensure that the room rental will not be affected by the engineering room.

5, control material consumption, open source and reduce expenditure.

Strengthen employees' awareness of saving, and advocate controlling the waste of energy such as water and electricity. At the same time, this year, we will adhere to the principle of sub-regional delivery of small items, responsibility to people and monthly accounting. Under the guidance of Mr. Chen, the bottled shampoo and shower gel in the room were changed, and a large package of shampoo and shower gel was prepared. Combs are recycled, cleaned, disinfected and packaged for reuse, saving costs. The items arranged in the wedding room and the wedding supplies left by the guests are recycled, which increases the income and saves the cost.

6. Participate in group activities in the park to enhance team spirit.

Actively lead the department staff to participate in various activities held in the park, achieve excellent results and enhance team spirit. Good results have been achieved in the sports housekeeping department in spring and summer. At the same time, cooperate with the general office to make various preparations to ensure the smooth progress of the activities.

Second, there are problems at work.

1. The service quality needs to be further improved. In particular, conference reception and VIP reception procedures need to be standardized and further training is needed.

2. The storage and collection of small items and cleaning products still need to be strictly controlled in terms of standardization and institutionalization.

Third, the next three-step work plan

1. Cooperate with the quality supervision department to strengthen the training of personnel quality and service quality, improve the service quality, and make the service quality tend to be standardized and humanized. From courtesy and practical operation to a specific training, to a standardized level, from courtesy and practical operation to a standardized level, so that everyone can be mobilized at any time and work in any position.

2. Continue to strengthen the sanitary management of guest rooms, so as to achieve "employee self-inspection, ministerial inspection and manager spot check", which cannot be sloppy at all. The self-inspection of employees includes the maintenance of hygiene and facilities and equipment. The minister must enter the room for inspection every day when he checks in, leaves the room and the room is vacant, and keep inspection records. The manager checks at least 20 rooms every day and keeps inspection records. The minister or manager of the long compartment goes in to check every day.

3. Establish a regular inspection system for hardware (cold and hot water, air conditioning, TV, lights, electrical switches) to avoid accidents. Every week, the manager and the minister jointly check the sanitary conditions of the room facilities and equipment.

4. Strengthen storage management in warehouses and disinfection rooms, strictly control scrapping standards and save costs. The above is my work report on 20 12 and my work plan on 20 13. In the new year, please continue to supervise and help my work. I hope we can get more gains and achievements through our efforts.

Summary of the working mode template of housekeeper 3 It seems as if it happened yesterday when I first came to xx Property to apply for a customer service position, but now I have changed from an ignorant student to a member of xx who shoulders important work responsibilities, from a stranger to a member who is familiar with customer service work.

Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work.

The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports.

In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards. The following is a summary of my work.

I. Main work contents

According to the requirements, file and manage the owner's files, and track the updates and changes in time; Timely reply to the owner's repair request and consultation, and record it on the owner's information registration form; Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback;

Accept all aspects of information, including the owner, decoration unit, real estate company, construction unit and other information, notify relevant departments and personnel for processing while making records, track this process, and pay a return visit after completion; Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements; Replacement and use of old and new forms; Complete other tasks assigned by superior leaders.

In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down.

In xx Property, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

Second, the importance of details.

Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in xx, I understand that the details can't be neglected and sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When the plan was unanimously approved by everyone, my heart was filled with the joy of success and the responsibility for my work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

Third, correct the shortcomings in the past work and constantly improve yourself.

Consciously abide by the company's various management systems; Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette; Strengthen the ability of copywriting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software; Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work; Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I can join the excellent team of xx Property. The cultural concept of xx and the working atmosphere of customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge and surpass myself in the new year's work and make greater progress with the company!