Time flies, time flies, and a year has passed in an instant. Looking back on our work and life in the past year, we have had setbacks. It's time to sum up our work in the past year! So how to make a high-quality year-end summary? The following is my collection of year-end summary essays by the head of the hotel housekeeping department. Welcome to reading. I hope you will like it.

Year-end summary of the head of the hotel housekeeping department 1. The hectic 20xx 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 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, first of all, do a good job this year:

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:

1, in terms of health: strictly implement the system of ward rounds, record the inspection results in detail, and do a good job in health sleep. 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.

2. Goods management and cost control: control goods, increase revenue and reduce expenditure, do a good job in recycling goods, strengthen employees' awareness of saving, advocate the control of energy waste such as water and electricity, and at the same time implement the responsibility system for goods management, set up consumable accounts, and control costs.

3. Equipment and facilities: As 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.

4. 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 feel the importance and practicability of training in their daily work.

5. Personnel management: handle affairs impartially, adhere to principles, firmly believe that "service is no small matter", and 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.

Two, 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.

6. Use good and feasible things in the post as soon as possible.

Three, through daily work, found that there are some shortcomings in this 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.

Four, 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 PA, and increase the maintenance of guest room carpets and floors. In addition, because the PA machine is too large, it will waste resources when dealing with local dirty carpets, so the personnel in each position will be trained in local decontamination and stain removal.

The above is my summary of the work of the department, as well as my report on the planning ideas, shortcomings and improvements of the department. To sum up, I firmly believe that under the leadership of the hotel leader and department manager Jin, all the staff in our department will work together with Qi Xin and Qi Xin to do their best for the hotel's 20xx management 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!

Year-end summary of the head of the hotel housekeeping department: 2 20xx is about to become history, and we will usher in a new year. Although it has passed, we can't forget what concrete and beneficial work we have done in the past year. Is our work not perfect? Did we get inspiration from it? In order to create a good situation in 20xx and make progress compared with 20xx, we should sum up our work experience in 20xx and draw lessons to promote our work in the next year. The following work was completed in 20xx:

First of all, 20xx was a busy year for the housekeeping department as a whole.

The first is to do a good job in daily service management, often go to the scene, point out problems in time and conduct training to ensure the quality of customer service. Check the cleanliness of guest rooms at any time, check the cleanliness of public areas in time, arrange the planned sanitation reasonably, and maintain the facilities and equipment well.

Second, in the year of 20xx, the engineering maintenance in the housekeeping department area was comprehensively counted.

Make a comprehensive and detailed record of the engineering maintenance of each room and public * * * area, and make an engineering maintenance list and submit it to the engineering department. Because a large part of the engineering maintenance is left over from the overall renovation of the hotel, the progress of engineering maintenance is slow, so in 20xx, the engineering maintenance of each area is recorded in detail on the engineering maintenance list, and the maintenance status is followed up in time.

Standardize the terms of service of each post and improve the quality of customer service. In order to reflect the professional quality of hotel service personnel, in the first half of the year, we made corresponding requirements for our employees, such as Mandarin, polite expressions, gfd and so on. After a period of time, due to various reasons, many employees were lax about it, didn't ask much of themselves and didn't stick to it. This is also a pity, but good things depend on persistence, and we will increase training and supervision.

3. In order to ensure the quality of room products, the practical skills were tested.

The overall effect is not good, which has been obviously improved after on-site guidance, and the practical skills training for 20xx years needs to be strengthened.

4. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch.

Housekeeping department is the main revenue-generating department of the hotel and the department with the highest cost of the hotel. Based on the idea that saving is to create profits, we should start from me and stop all waste phenomena, mainly in the following aspects: ① The department has been asking employees to insist on recycling disposable low-value consumables for customers; (2) ask the waiter to turn off the light in the bathroom when doing the room, unplug the electric card after checking out, and do not use tap water when doing the bathroom. This daily implementation will save a lot of water and electricity for the hotel.

5. Adhere to the departmental assessment and strive to create a good working atmosphere for employees.

Select 1 2 outstanding employees every month to stimulate the enthusiasm of employees, fully mobilize the initiative, consciousness and enthusiasm of employees, form a healthy competition situation to encourage the advanced and spur the backward, and avoid doing badly.

Six, 20xx years will strengthen the systematic training of employees.

The brain drain of the department leads to the increase of new employees in our department. To improve the quality of service, we must first start with new employees. To make new employees have high service awareness and skills, it is necessary to train new employees systematically, which requires our managers at all levels to make a lot of efforts. This work will be a focus of our department's work next year.

Constantly improve their own and comprehensive ability, increase the training of department employees, ensure the quality and hygiene of room service, raise the overall level of rooms to a higher level, strengthen rotation training, cultivate department generalists, and avoid the loss of employees affecting the normal operation of the department.

Seven, their own problems

1. Insufficient communication between colleagues and departments,

We haven't grasped all kinds of transactions carefully enough.

3. Insufficient inspection of training, arrangement and layout,

We firmly believe that under the wise decision of hotel leaders, the spirit of sincere unity of hotel managers and the joint efforts of Qi Xin and * * *, we believe that we can do better next year. Let's unite, forge ahead and innovate, and strive for the future of Huimin International Hot Spring Hotel!

Year-end Summary of the Head of Hotel Housekeeping Department 3 20xx is my second year as a hotel manager. Although I have worked hard all the way, I still feel sincerely gratified, because my hard work has paid off and my efforts have paid off. In the past two years, I have taken the hotel as my home and worked together with all the hotel staff. The hotel management has made steady progress and achieved good economic and social benefits. The salary of employees has been further improved, the hotel hardware facilities have been gradually improved, the service functions have been continuously improved, the hotel's popularity and reputation have been improved, and the comprehensive operating environment has been greatly improved. In 20xx years, the hotel has achieved remarkable economic benefits.

I. Work situation

(a) in terms of hotel management:

65,438+0. Operating income: 20xx annual operating income12.4 million yuan, exceeding the target of 20xx annual 800; Operating income over 20xx is 4.4 million yuan.

(B) the internal management of good and bad:

1. Implement performance management for all departments and teams.

Due to the communication problems in operation, the real effect of performance has only been partially exerted, the team's combat effectiveness is relatively weak, and the performance appraisal has not been fully exerted. By strengthening ideological management, grass-roots managers have improved their ability to quantitatively assess and evaluate the quality of their departments' work and urged management to pay attention to performance. 2. Through self-management, we adjusted our business direction and built our own brand. Won the best environmental protection unit in Weiyang Lake District. Due to the limited "fighting capacity" of our own management team, in the new year, I will strengthen cooperation, study hard to improve and work hard for the hotel. "

3. Continue to improve the service functions and projects: summarize the lessons of failure, constantly improve the hotel system, and formulate detailed work processes; However, there are still shortcomings in operation and management, and I will completely rectify them in 20xx.

4. Do a good job in government reception and establish the brand image of the industry.

In the year of 20xx, the hotel received the May 1st and 11th tourist seasons, foreign guests, meetings of Shaanxi University of Science and Technology and various training meetings. Since its establishment, it has the highest specifications and the largest reception volume throughout the year, and hosted more than 54 conferences and meetings throughout the year. 15 or more large wedding banquet. Due to the careful preparation and on-site tracking of our employees at all levels, no major service quality accidents occurred, especially in receiving high-standard meetings, which was well received and recognized by guests. The hotel is pragmatic and pays attention to brand image building, which has been recognized by the competent authorities in the relevant inspection and appraisal of industry organizations. For the imperfect work, I will try my best to study with the leaders and managers at the decision-making level and make new achievements in the new year.

Second, the main problems and shortcomings in the work:

(1) Hotel management:

1. Because the hotel officially took over the market in 20xx, the initial operating cost was high, resulting in unsatisfactory hotel net profit index. Hotel cost control is also the focus of future work.

2. Due to the shortage of human resources in the hotel, the management department is understaffed, the management work is lax, and the daily service details often appear problems.

3. Front-line employees in all departments of the hotel are highly mobile, so it is difficult to introduce excellent employees and foreign talents. Limited by the hotel system, it is imperative to formulate an effective and reasonable salary system in order to reduce staff and increase efficiency.

Third, the idea of 20xx:

1, define market positioning and increase sales revenue;

In terms of hotel management, it is necessary to formulate reasonable management ideas, accurately grasp market changes and demands, give full play to the role of the team, make use of its own advantages, and highlight the characteristics of the hotel, so that the hotel can expand into the category of high-end consumer groups on the basis of high-end consumer groups, establish a part of relatively fixed consumer groups, and ensure the stable improvement of the hotel's room occupancy rate.

(1) Improve the sales concept of existing sales staff, expand new sales ideas, further explore the hotel tourism market, and lay a foundation for better sales of all hotel staff.

(2) Market awareness has been further enhanced. Strengthen marketing publicity, promote the hotel through various publicity methods, and improve the visibility of the hotel.

(3) Catering sales should be significantly improved. The food and beverage department constantly changes the variety of dishes, often updates the menu according to different seasons, and stipulates that chefs must make specific dishes with good color, fragrance, taste and shape according to quantitative standards, and at the same time launch new dishes through various marketing activities.

(4) concentrate on the preparation, planning and sales of Mid-Autumn Festival, Christmas and other festivals. Through the efforts of all staff, the holiday sales performance will bring considerable income to the hotel.

2, improve the management level of middle-level personnel, strengthen staff training:

Adhere to the quality training of employees in the first place. Through centralized training and special training for employees, employees can better adapt to their jobs, understand the actual operation of the hotel and abide by the existing rules and regulations of the hotel, so that every employee can clearly understand the importance of quality service and energy saving and consumption reduction in hotel operation and put it into practice. We also strengthened the training of staff service etiquette and gfd to improve the service quality, establish the hotel image and reflect the corporate culture of the hotel.

3. Make unremitting efforts in safety management to ensure the normal operation of the hotel;

Safety in production has always been the top priority of hotel work. Require the security department to take into account the special geographical location and personnel shortage of the hotel in its daily work:

(1) Provide employees with different levels and different contents of fire safety knowledge training, so as to improve their emergency response ability;

(2) Strengthen the inspection of hotel safety, find hidden dangers in time and rectify them in time;

(3) The safety knowledge of all employees was assessed, which improved the safety awareness of employees and made the alarm bell ring.

4, care about employees, do a good job in logistics, enhance enterprise cohesion:

We should not only improve the quality of employees, but also care about their sufferings, do practical things for employees, and seriously organize and implement various logistics support work. The staff canteen is required to introduce new tricks while ensuring the balanced nutrition of the menu. The human resources department is required to clean the bathroom hygiene of employees regularly and thoroughly to create a warm and comfortable environment for employees. Strengthen the management of staff dormitory, give staff a comfortable and quiet rest environment, and make them have a good mental state to work; At the same time, arranging the hotel to organize colorful cultural and sports activities has enhanced the cohesion and centripetal force of the hotel, enriched the cultural amateur life of the hotel staff internally, cultivated their sentiment, enhanced their team consciousness, carried forward the hotel spirit externally, displayed the hotel style, and created a relaxed, harmonious and upward hotel cultural atmosphere.

The above is my 20xx annual report. In the 20xx years of work to meet the challenge, I will work hard with all the staff, live up to the high expectations of the superior leaders, and achieve better results with full work enthusiasm and solid work style.

Year-end summary of the head of hotel housekeeping department. I am honored to be a member of xx Hotel. Thanks to the trust of the leaders, entrusted with a heavy responsibility. But since I came to xx, I found that I still have many shortcomings in my work. I feel that I have to keep learning, making progress and enriching myself, in order to live up to the expectations and love of the leaders.

After 20xx years, the guest room work is progressing smoothly with the efforts of all staff, but there are still problems.

Employees are not skilled in operation and lack of service skills. Compared with star-rated hotels, there is a gap in experience and flexible service standards, but personalized service is relatively lacking. While 20xx hotel is slowly on the right track, it should also pay attention to details in training and strengthen the service consciousness of employees. Small to the placement of towels, how to polish cups, and how to make them clear.

During this period, the mobility of employees is relatively large, indicating that there is a lack of communication and exchange with employees at ordinary times, which leads to insufficient stability of employees. It is necessary to communicate with employees more and understand their psychological dynamics. Give more care and help in life and work, so that employees can feel the warmth of the group and the attention of the hotel. I will gradually correct the shortcomings summarized above, and at the same time, according to the characteristics of our hotel, please ask the leaders to make some suggestions on the future room work shortage.

Improve staff service quality, strengthen staff service awareness and conduct comprehensive training. And make a detailed training plan, do a good job in employee skills training and implementation. While ensuring that every employee has the skills needed for his job, he should be service, initiative, courtesy and patience. Thoughtful,

Improve the sanitary quality of guest rooms, strengthen the supervision of sanitary quality of guest rooms, ensure that each guest room is in the best state, implement hierarchical management, and employees are responsible for cleaning the rooms; Strictly check the sanitary quality of floors and rooms and the equipment of articles one by one; Supervise and check every employee on duty to clean the room; Resolutely put an end to guest complaints caused by sanitary quality problems, which will affect the reputation of the hotel.

;