Annual work summary of housekeeping supervisor 1
X state hotel has been in trial operation for almost a year. In this year's work, thank you for asking questions at all levels and your colleagues' guidance and concern. Let me learn a lot of valuable things, let me constantly improve myself in my usual work and improve my ability to do things. In this year, through my unremitting efforts, I was recognized by the leaders and completed a role change.
As the head waiter in the bathing area of the bathing department, I also entered a brand-new working environment, in a brand-new environment. All work will start from scratch, and many things will be explored while doing, so that they can be comfortable in their work. I know I'm playing a connecting role and coordinating the left and right. What I do every day is also trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the daily work of the supervisor, which requires us to have a strong sense of work, a correct attitude, rapid work efficiency and comprehensive efforts. My daily duties are:
1, execute the instructions given by the supervisor and manage the employees.
2. Supervise employees to serve guests, organize on-site deployment of employees, and ensure service quality.
3. Check the gfd, courtesy and working attitude of the subordinate employees, and lead the subordinate employees to do a good job of sanitation and cleaning, and strictly record the attendance of the employees in this class.
4, responsible for the recipients of the team's goods, fill in the recipients list and submit it to the supervisor for review, and then receive custody.
5. Hold a pre-shift meeting regularly every day to convey the instructions and notices of our store and various departments, summarize the work situation and precautions of the previous shift, and put forward the service requirements of each position.
6. Regularly check the equipment and facilities in the area to ensure that the facilities and equipment in the business area are in good condition.
Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes mistakes are inevitable in my work, and I will take a warning from the problems that arise. If I want to get good grades, I must be self-reliant and redouble my efforts. I always believe that speaking by strength is better than luck. The smooth development of daily work can not be separated from the concern of hotel leaders and the support of colleagues. The hotel is a big family, and its achievements have been achieved through the joint efforts of Qi Xin. The new year is a new starting point, and the past achievements will become history. We should make persistent efforts in our future work and strive to set new goals for ourselves, which will be carried out in the following aspects:
First, we will devote ourselves to maintaining the hotel guest relationship, actively promote the establishment of customer relationship management, and actively establish effective guest history files through our efforts, so that the guest management can be truly effective and scientific.
Secondly, it is an iterative process to transform customer information into positive customer relationship by establishing the idea of "customer-centered" and communicating with customers in a meaningful way to understand and influence customer behavior, so as to ultimately improve customer acquisition, customer retention, customer loyalty and customer profitability.
Third, you must set an example in the hotel, be dedicated, have a decent style and be elegant and generous. Self-confidence, decisiveness, composure, wisdom, liveliness, delicacy, sincerity and efficiency are the descriptions of the position of the foreman in the bath area, and they are also the self-requirements of the foreman. As the end of today's report, it is also used to encourage you, please consider it! Thank you!
Annual work summary of housekeeping supervisor II
It's been almost a year since the X International Hotel was opened for trial operation. In this year's work, I would like to thank leaders at all levels and colleagues for their guidance and concern, so that I have learned a lot of valuable things, so that I can constantly improve myself and improve my ability to do things in my usual work.
As the head waiter of the housekeeping department, in the new environment, all the work is started from scratch, and many things are groped while doing, so as to be comfortable in the work. I know I'm playing a connecting role and coordinating the left and right. What I do every day is also trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the daily work of the supervisor, which requires us to have a strong sense of work, a correct attitude, rapid work efficiency and comprehensive efforts.
My daily duties are:
1, execute the instructions given by the supervisor and manage the employees.
2. Supervise the staff to serve the guests, organize the on-site deployment of staff, and ensure the service quality.
3. Check the gfd, courtesy and working attitude of the subordinate employees, and lead the subordinate employees to do a good job of sanitation and cleaning, and strictly record the attendance of the employees in this class.
4. Hold a daily briefing to convey the instructions and notices of various departments, summarize the work situation and matters needing attention of the previous shift, and put forward the service requirements of each position.
5. Regularly check the equipment and facilities in the area to ensure that the facilities and equipment in the business area are in good condition.
Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes mistakes are inevitable in my work, and I will take a warning from the problems that arise. If I want to get good grades, I must be self-reliant and redouble my efforts. I always believe that speaking by strength is better than luck. The smooth development of daily work can not be separated from the concern of hotel leaders and the support of colleagues. The hotel is a big family, and its achievements have been achieved through the joint efforts of Qi Xin. The new year is a new starting point, and past achievements have become history. In the future work, we will make persistent efforts to do our part for the bright future of the hotel.
Finally, I wish all leading colleagues a happy New Year and a happy family.
Annual work summary of the head of housekeeping department, 3
It has been almost a year since I entered Swan Lake Hotel in a blink of an eye, from land reclamation, trial operation to opening operation. In this year's work, I thank leaders at all levels and colleagues for their guidance and concern, and summarize the work of the hotel foreman. Let me learn a lot of valuable things, let me constantly improve myself in my usual work and improve my ability to do things. In this year, through my unremitting efforts, I was recognized by the leaders and completed a role change.
As the head waiter on the 25th floor of the catering department, I also entered a brand-new working environment. All work will start from scratch, and many things will be explored while doing, so that they can be comfortable in their work. I know I'm playing a connecting role and coordinating the left and right. What I do every day is trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the daily work of the supervisor, which requires us to have a strong sense of work, correct attitude, work quickly and comprehensively, and summarize the work of the hotel foreman. The reception on the 25th floor is generally an important VIP reception, and there must be no mistakes in the service process. This requires us to do it in all aspects, think of any possible problems, and always be strict with ourselves. In order to serve food smoothly, you must be fully prepared before meals and check it several times frequently. When guests eat, the floor and the back hall should cooperate closely, and the serving speed is also very particular. We will attach great importance to every reception, record the dining habits of the leaders and their preferences for dishes in case of emergency after eating, so as to facilitate targeted service at the next meal. Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes mistakes are inevitable in my work, and I will take a warning from the problems that arise. If I want to get good grades, I must be self-reliant and redouble my efforts. I always believe that speaking by strength is better than luck.
The smooth development of the usual work can not be separated from the concern of hotel leaders and the support of colleagues. The hotel is a big family, and its achievements have been achieved through the joint efforts of Qi Xin. A new year is a new starting point, and past achievements will become history. I will make persistent efforts in my future work and try to set new goals for myself. I believe in myself, and I will go all out to do what I want to achieve. Even if I don't succeed, I won't regret it.
Annual work summary of the head of housekeeping department, 4
20x is the first year of the official opening of our X Hotel. The leaders and employees of all departments have worked hard. The hotel is gradually moving towards the normal operation track, and its annual revenue is over 100 million, which has passed the national five-star evaluation. As we bid farewell to the old and welcome the new, it is necessary for us to sum up our achievements, experiences and shortcomings in the past year, foster strengths and avoid weaknesses, forge ahead with determination, and make greater progress in 20x years. The main work in the past 20 years is summarized as follows:
Strictly control the sanitary quality, and ensure that the equipment and sanitary quality of selling high-quality rooms are like a person's basic skeleton, while high-quality service is like a person's soul and blood, which can inject aura into people.
After staying in our hotel, 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. Be responsible for it and have a sense of accomplishment. So at the morning meeting every day, I will emphasize what 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 all employees to rework the unqualified aspects found in the rounds. Later, I distributed 60 rooms on the third floor to the employees. Let each employee regularly clean the room he keeps. Through repeated inspection and supervision, the sanitary quality from 8F to 10F has been obviously improved. After June, I changed the middle shift foreman. I continue to emphasize the sanitary quality of guest rooms. I asked the staff to clean the guest room, remove hair and garbage, and create a comfortable and clean rest environment for the guests when they turn over the bed at night. I think we are housing management and health work is a permanent topic for us, and we must persist in it for a long time.
Annual work summary of the head of housekeeping department, 5
Under the leadership of Manager Jin, the service processes have been improved and developed in the work, and employees have also been trained in practice, which has increased a lot of customer service experience.
Many employees are praised by guests for their good customer service. Especially the successful reception of several big teams this year has proved this point. However, we must also clearly see that there are obvious deficiencies in our reception service, which leads to complaints from guests. To sum up, there are mainly the following aspects:
First, the collection and washing of guests' clothes
Things happen again and again in this respect, mainly because the waiter made mistakes in filling in the clothes, failed to check the clothes, made mistakes in accounting, failed to deliver the clothes in time, sent the clothes to the wrong room number, failed to 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 mistakes.
Second, the timeliness of customer service
I used to be the morning shift foreman, and now I'm the middle shift foreman. I found that employees don't go immediately after receiving service instructions when they are busy, but 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.
Third, handover is easy to make mistakes.
Often there is no handover when the shift is changed, or employees forget the handover when they are busy, or the team knows that the night shift is not marked on the handover, so it is unclear and the handover is not verified.
Fourth, employees' business knowledge and ability need to be improved.
Employees should know relevant business knowledge, especially the contents of meetings. The poor service ability for foreign guests can be seen from the recent reception of foreign guests by M3 crew. Doing the above four points well is just a general service, but there is still a long way to go to truly personalized service and high-quality service, and we need all of us to work together to achieve it.
Standardize the work flow of middle shift and strengthen inspection.
I have formulated a health plan for middle-class public areas, so that employees can focus on one or two aspects of health maintenance after completing the basic hygiene of public areas every day, with a weekly cycle unit; The assessment standard table of night bed for middle shift is formulated, and the requirements and norms of night bed are defined. At the same time, employees are required to make greater efforts to check floors, keep keys and strictly open doors to prevent safety accidents. All kinds of lights are turned on in strict accordance with regulations, and all kinds of consumables are recycled to prevent loss and waste.
Sixth, do a good job in employee training and communication.
Employees are the main body of customer service and work, and their working ability and professionalism directly determine the service level of the hotel. This year, we have mainly done the training of related equipment cleaning and mid-shift service, at the same time, we have increased communication with employees, kept abreast of their ideological trends, and mobilized employees to realize their ideals in the hotel industry through their own efforts.
In a word, this year is a bumper harvest year, the hotel was successfully rated as five-star and the business was booming. I believe 20x can do better!
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