Summary is a kind of written material that reviews, analyzes and evaluates a certain period, a certain project or a certain work after it has come to an end or been completely completed, so as to learn lessons and some regular knowledge. It is a good way to increase talents. You might as well sit down and write a summary. So what should be included in the summary? The following is a summary of the annual work, which I collected by the head of housekeeping department. I hope it will help everyone.

Annual work summary, head of housekeeping department, 1 1. Strengthen communication and coordination with the front office, public relations marketing and engineering, do a good job in maintaining and cleaning the planned control room, ensure the timeliness of room rental, go to hotels of the same grade in Shenzhen more often, constantly learn from the experience of peers, effectively rectify the department, keep the room rental rate at around 90%, and increase the monthly income to more than 1.2 million, thus completing the orders issued by the hotel.

Second, in view of the phenomenon of many permanent guests in the hotel, it is suggested that all departments collect the opinions of the guests, formulate a series of "permanent guest cards" in the front office, register the relevant information of the guests, improve the personalized and characteristic service, leave a deep and beautiful impression on the guests, and use the publicity and word-of-mouth effect of the guests to increase the reputation of the hotel.

Third, increase the face-to-face communication and coordination between employees in this department and employees in other departments, and hold more coordination meetings, presided over by department heads and attended by all employees in the department, so that employees can communicate more and think from other's perspective to ensure the normal operation of related work in the department.

Four, according to the department's work policy, constantly improve and update the department's management system, can achieve clear responsibility to people, rewards and punishments in place, be clear, clear, reasonable, rigorous and operable, so that all employees can actively and consciously abide by it.

5. Strengthen regular coordination with the engineering department, and deal with the engineering problems existing in the guest rooms one by one, such as painting project, maintenance project of Zhao Kai Company, deformation project of moldy and decayed wooden boards, water seepage project, broken mirror glass project, overall decoration project, blackening and yellowing project of glass glue, cracking of door frames, slow supply of hot water, etc.

6. The reject rate of linen is increasing gradually. Coordinate with the washing company to formulate relevant measures to improve the washing quality, strengthen the ideological and moral education and operational skills training of employees, reduce the scrap rate, and contact the washing company or relevant units in time to modify and use. A detailed list of compensation for scrapped linen in guest rooms in 2005 is attached. It is suggested that the spare linen needed by the hotel should be purchased in March to avoid the shortage of linen and the inability to rent a room in time.

Seven, strengthen the investigation of peer room wine equipment, timely corresponding rectification, take the initiative to solicit the opinions of the guests, ask the guests what kind of hotel they like to stay in, seek sales business, and strive to increase the miscellaneous income of rooms to about 40 thousand per month.

Eight, continue to solicit the opinions of guests, employees and peers, put forward a reasonable plan, and report it to the hotel leaders for approval to improve the room products. Such as: anti-theft buckle, shower goods rack, service guide, guest compensation price list and so on.

Nine, change the business guide and Chinese and English yellow pages in the guest room to ensure that guests can browse and find accurate information in the room.

Ten, for the management of employees, take hands-on teaching method, both rigid and flexible, improve their affinity, close the distance with employees, organize more departmental activities and corresponding skill competitions, cultivate departmental backbones, and improve employees' loyalty to the hotel.

Eleven, in view of the aging of some tools and guest service facilities in guest rooms, communicate with suppliers, strengthen maintenance, and arrange special maintenance work regularly and systematically.

Twelve, pay attention to the training of grass-roots management personnel in the department, teach more work experience, ensure the unity of thinking in the department, and strive to achieve one move in place.

Thirteen, formulate a regular and planned procurement system, put an end to waste and backlog in material management, and ensure the quality of purchased materials. Implement the team management system, follow the working principles of "who is on duty, who is responsible" and "who manages, who is responsible", standardize and refine the room rate, prevent waste in various ways, cooperate with the hotel to truly realize "paperless" office, and train departmental employees to use departmental computers reasonably for various operations.

Fourteen, constantly enrich themselves, improve the comprehensive ability, increase the training of department employees, ensure the quality and hygiene of room service, make the overall level of rooms go up a step, strengthen rotation training, cultivate the generalist of the department, and avoid the loss of employees affecting the normal operation of the department.

15. Indoor plants should be inspected once a week and replaced once every half month to ensure the freshness, brightness and integrity of indoor plants and improve the indoor aesthetics.

Sixteen, strengthen communication and coordination with pa, and increase the maintenance of guest room carpets and floors. Because the pa machine is too big, many dead corners of the floor can't be handled, and the manual treatment effect of the guest room is not good. It is recommended that the hotel buy a small hand-held grinder to facilitate the maintenance of the guest room floor.

Seventeen, based on the hotel power outages, typhoons, rainstorms and other phenomena in 2005, strengthen the theoretical and practical training of relevant emergency plans to avoid accidents in emergencies.

XX has a long way to go, opportunities and difficulties coexist, and the gap between goals and reality requires us to face and meet challenges. Here, I will seriously follow the instructions of the hotel leaders and call on all the staff of the department to unite and work hard to make the guest room work by taking it to the next level.

Annual work summary of housekeeping supervisor, 2. 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, its work will directly affect the hotel's external image and economic benefits. 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, and formulated strict assessment systems and inspection standards for different jobs in practical work. 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.

Next year's work plan is divided into the following 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.

Three, through training to improve job skills, operating procedures, speed up the operation, improve work efficiency.

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

Five, use the rest time to learn relevant business knowledge.

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

Through daily work, I found some shortcomings of 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.

5. Local carpets on the floor are often dirty and unattended.

In view of the above shortcomings, my rectification plan is:

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.

4. 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 and plan of the department's work, the department's shortcomings and improvements. To sum up, I firmly believe that under the leadership of Jin, the hotel leader and department manager, all the staff of our department will work together with Qi Xin and Qi Xin, and * * * will do its 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!

Summary of the annual work, the head of the housekeeping department first of all, over the past year, with the efforts of all the cadres and employees of the housekeeping department, the daily work of the housekeeping department has been carried out in an orderly manner, and everyone has improved on the original basis in terms of hospitality and language norms. This is inseparable from the dribs and drabs of our daily work. Someone once said that "seriousness is ability, and execution is level" is really reasonable. Because the trivial work of our housekeeping department requires everyone's hard work spirit. The implementation of every job in the housekeeping department depends on everyone's consistent serious, patient, careful and thoughtful service. Thank you here! Thank you (bowing)

Secondly, in the new year, our housekeeping department should achieve new development and higher level. We should develop our advantages, find out problems, analyze problems and explore practical solutions. Combined with the actual work at ordinary times, the existing problems are described as follows:

1. As the head of housekeeping department, I have insufficient professional knowledge, old-fashioned experience and lack of innovative spirit. To this end, I must strengthen the study of innovation theory, keep pace with the times, improve my management and service quality, be familiar with the various systems of this department, standardize my reception language and service etiquette, and live in harmony with employees.

2. In the daily reception service process, the service skills of employees are not in place.

Then, in order to be in place, it is necessary to improve the service quality of employees, strengthen their service awareness, do a good job in assisting new employees, formulate training plans, do a good job in skills training for employees, and supervise their implementation. Ensure that every employee can master the skills needed for the job, and the hospitality service should be warm, active, polite, patient and thoughtful.

3. In terms of energy saving, employees lack energy-saving awareness.

To fill these gaps, we must: control materials, increase revenue and reduce expenditure, strengthen employees' awareness of saving, advocate controlling energy waste such as water and electricity, and control costs. Some hotel facilities and equipment are obviously aging, so it is necessary to carry out targeted maintenance and maintenance of guest rooms, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove carpet stains and arrange carpet washing reasonably.

4. The guest room hygiene inspection system is not implemented enough.

In order to further implement this system and improve the sanitary quality of guest rooms, we should strengthen the supervision of the sanitary quality of guest rooms, ensure that each guest room is in the best state, and implement the responsibility system step by step: employees are responsible for the rooms they clean; The foreman in charge should strictly check the sanitary quality and articles of the rooms on the floors under his jurisdiction one by one; Comprehensively supervise and inspect the rooms cleaned by each employee on duty; Resolutely put an end to guest complaints caused by sanitary quality problems, which will affect the reputation of the hotel.

In a word, in the new year, I will, as always, under the direct leadership of the housekeeping manager, cooperate with the foreman, live in harmony with the staff, help the staff improve the quality of work and service, establish a sense of teamwork, increase cohesion, do my best to do a better job, and strive to create better social and economic benefits for the hotel in the new year.

Finally, I wish Yunshan Hotel a prosperous business and rolling financial resources in the new year! I wish you all a happy new year, a happy family and all the best!

4. Annual work summary of the head of housekeeping department. 20xx is a busy year for the housekeeping department as a whole.

First of all, do a good job in daily affairs management, often go to the scene, point out problems in real time and conduct training, ensure the quality of guest service, comprehensively reflect on the cleanliness of guest rooms, reflect on the cleanliness of public areas in real time, reasonably control planned sanitation, and do a good job in the maintenance of facilities and equipment.

Secondly, in the year of 20xx, the engineering maintenance of the housekeeping department was checked and maintained at any time, and some maintenance problems were slow and left over. Therefore, in 20xx, it is planned to record the engineering maintenance of each area in detail in the departmental engineering history file, so as to facilitate the follow-up, track the room maintenance status and file a case.

Two, standardize the management language of each district and post, improve the quality of customer service.

In order to reflect the professional quality of hotel employees, we made corresponding requirements for our employees in the first half of the year, such as courtesy and gfd. After a period of time, due to various reasons, many employees relaxed in this respect and didn't ask much of themselves. This is also a pity, but good equipment depends on persistence, and we will increase training and supervision.

Thirdly, in order to ensure the quality of guest rooms, practical skills were audited.

The overall effect is good, and obvious progress has been made after on-site guidance. 20xx should increase the training of practical skills.

Fourth, increase revenue and reduce expenditure, reduce costs and increase efficiency, starting from scratch.

Housekeeping department is the main revenue-generating department of our hotel and the department with the highest hotel cost. In line with the concept that diligence is to create profits, we should start from me, from scratch, and put an end to all profligacy, mainly in the following aspects:

1. The department constantly requires employees to accept and absorb disposable low-value consumables for customers.

2. Ask the clerk to turn off all the power when making the room, and reflect on the steps of unplugging the lost power card to save electricity after checking out.

Don't use tap water when taking a bath. This goes on day after day, saving a lot of water and electricity for the hotel.

Five, adhere to the department assessment work, try our best to create a superior working atmosphere for employees.

Select an excellent employee every month, stimulate the enthusiasm of employees, fully mobilize their initiative, consciousness and enthusiasm, form a benign competition situation that encourages the advanced and incites the backward, and avoid doing badly.

6. 20xx will strengthen systematic training for employees.

The loss of department personnel has led to an increase in your contribution to our department. We should first improve the service quality from new employees. In order to make new employees have higher service awareness and skills, it is necessary for us to systematically train new employees, which requires a lot of efforts from our managers at all levels, and this work will become the focus of our department in the coming year.

Constantly enrich themselves, improve their 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 job rotation training, cultivate department generalists, and avoid the loss of employees affecting the normal operation of departments.

Based on the phenomenon of many power outages in the hotel during 20xx years, relevant emergency response and staff training will be carried out to avoid unexpected accidents.

The annual work summary, the head of housekeeping department, was appointed by Chairman Wang Bin and the head of * * Headquarters on July 4th this year, and I was responsible for the preparations for * * Hotel. Due to many problems left over from the previous period, all the work is at a standstill. In order to make the work smoothly enter the state, I mainly carried out the following work:

First, solve the problems left over from the previous project, organize the joint review of drawings, redefine ideas and speed up the construction of the main project. At present, all projects are in the final stage.

Due to personnel changes in the early stage, some partners did not communicate well, which led to paralysis of the main body, shutdown of the construction site and emotional turmoil of employees. In this case, I realized that only by immediately solving the problems left over from the previous period and speeding up the main body construction can we promote the progress of the preparatory work and stabilize the people's hearts. With the support of Chairman Wang Bin and the leaders of the head office, I organized personnel to conduct the blue prints.the design, redefine ideas, terminate the contracts of non-cooperative decoration companies, and attract competent, qualified and experienced contractors to cooperate. Now, the following major projects have been completed:

1, weak current project: laying telephone lines, video lines and network lines; Electrostatic floor engineering of control room and comprehensive machine room. Cable facilities are 90% completed. At present, only the satellite receiving system project is under negotiation.

2. Equipment engineering: complete the installation of air conditioning main engine, water pump, boiler and villa water heater. At present, the unfinished projects include power supply and gas equipment.

3. Decoration project: finish painting the exterior wall of the villa and 90% decoration of the villa; 90% of the main building decoration (including water, electricity, ground, wall and ceiling); Marble of hotel exterior wall is 80% completed.

4. Other projects: complete the outer fence, the art gallery in the middle of the villa and the shopping center of the hotel. Garden project, seaside leisure pavilion completed 90%; Hotel parking lot completed 90%; Hotel fountain completed 90%; Grassland lighting completed 90%;

Second, widely disseminate information, carry out various bidding activities, select samples of various equipment, materials, materials and machinery and equipment, and sign contracts.

While the above-mentioned main works are in full swing, the sample selection of all kinds of equipment, materials and materials and the selection of mechanical equipment are also in full swing. Under the communication with Chairman Wang Bin and the relevant leaders of the partners, supplemented by years of experience in the hotel industry, the sample selection and finalization were completed. When selecting suppliers, the bidding method is adopted. In the bidding process, we strictly follow the principles of fairness, legality, equal competition, honesty and credibility, and adhere to the working procedures of qualification examination, on-the-spot investigation, group deliberation and reporting for approval to sign contracts with suppliers. At present, a series of contracts have been signed for central air conditioning, kitchen equipment, greening engineering, gas engineering, room locks, cleaning machines, staff clothing, room supplies and so on. 50 contracts totaling 6,543,800+0,802,600 yuan.

Three, establish the staffing, structure, step by step and orderly recruitment, ensure the personnel reserve, strengthen personnel training.

In August this year, the hotel established a staff establishment of 307 people. Combined with the characteristics of the hotel, the organizational structure is constructed and the personnel salary standard system is formulated. At present, Asia Bay Hotel has been established as an organic whole with division of labor and cooperation among various departments under the leadership of the general manager. In terms of personnel recruitment, in order to ensure efficient work, save and control labor costs, Bay Hotel adopts a step-by-step approach to recruit personnel. For departments with large job gaps, various recruitment methods have been adopted to make up for them as soon as possible. In addition to recruiting in the talent market and the labor market, we also publish recruitment information online, and ask the labor and employment agencies to help publish information and recommend people. Through the relationship between the Labor Bureau and colleagues, the hotel has 222 employees, including 7 administrative offices, 28 financial departments and 32 front office departments. There are 36 housekeepers, 36 catering departments, 9 marketing and promotion departments, 5 human resources departments, 3 kitchens1person, 3 purchasing departments, 25 engineering departments1person and 25 security departments. The above data does not include some employees who joined after New Year's Day in 2005 and 40 interns who have been implemented.

At present, there are three universities that have signed the "School-enterprise Cooperation Agreement" with the hotel: Tianjin Business School, Xiamen Nanyang College and Straits Industry and Trade School. The internship period is from June 3rd, 2005 to June 30th, 2005. These interns were selected by the human resources department and interviewed by relevant departments, which basically met the requirements of hotel training. After all interns enter the store for internship, the human resources department will not only make perfect accommodation, allowances and work arrangements, but also sign an "internship agreement" with each intern to ensure the stability of our hotel interns. Now students from Nanyang University and Straits Industry and Trade have come to my hotel to start their internships. The number of employees in the hotel has reached about 85% of the establishment (307), which has ensured the number of employees in the hotel's trial operation. Except for the housekeeping department, the catering department and the engineering department, which do not need to be fully staffed because of the gradual opening of the hotel, the employees of other departments have reached more than 96% of the total number of employees in the department. Next, the year is approaching, and the human resources department mainly informs peers to find out the whereabouts of people who want to quit in the future in some high-star hotels, so as to make a good backup for those who need it in our hotel.

In order to keep up with the training of new employees during the trial operation of the hotel, Bay Hotel has started two * * * eight training courses to systematically train all employees who have entered the hotel. The training contents include: hotel software and hardware introduction, hotel gfd standard, the importance of manners and etiquette, hotel English, personal cultivation, professional ethics, fire safety knowledge, sales skills of all employees, etc., which not only strengthens employees' understanding of the hotel in an all-round way, broadens their understanding of the hotel, but also greatly enhances their knowledge.

Fourth, standardize management, complete the establishment of rules and regulations, and realize electronic office.

After nearly half a year's efforts, Asia Bay Hotel has established a relatively complete set of management system, post responsibility system and operation process. Complete the standard cost menu accounting of Chinese food, western food and lobby bar. Make a comprehensive inventory of hotel assets, establish a complete set of physical account and system of assets, and ensure the safety of hotel assets. Complete the initialization of financial background computer software to ensure the stability of computer account establishment.

5. Establish market positioning, strengthen marketing promotion, conduct market research, and improve hotel visibility.

With the recovery of tourism economy, the number of star-rated hotels in Xiamen has gradually improved and increased, and international brand hotels have been stationed one after another. Xiamen hotel industry is facing fierce market competition. According to the hotel's situation, it is determined that the hotel's market position is business tourism and holiday hotel, and the tourist source position is multinational enterprises, foreign-funded enterprises, large enterprises, dignitaries, local companies and overseas companies with high consumption capacity. In order to achieve the goal of "know yourself and know yourself, and win every battle", the hotel organizes marketing personnel to conduct market research, field visits and exchanges in the surrounding areas, and negotiate cooperation with senior office buildings around the island, international travel agencies and online reservation centers. At present, 4 19 companies and 56 travel agencies have signed agreements.

Through the key sales return visits to large enterprises, multinational groups, foreign-funded enterprises and listed companies, the feedback information is as follows: Asia Bay Hotel is a five-star hotel with reasonable price, reasonable room price and unique geographical environment, which is suitable for receiving senior guests. Villa hotels are rare and attractive in Xiamen. Travel agencies and online reservations are also interested in the Asia Bay Hotel. Many travel agencies have visited the hotel and expressed their satisfaction. In the future, Asian Gulf Hotel will arrange teams from Japan, South Korea, Europe and the United States. This shows that enterprises and travel agencies have high expectations for hotels, and the idea of positioning hotels as high-end, business-integrated business travel and holiday hotels is correct.

The above is the work I was responsible for during my tenure as the general manager of the club and Bay Hotel this year. Due to taking care of both ends and heavy tasks, there are inevitably omissions and deficiencies in the work. Please criticize and correct the company leaders.

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