Time flies, and the year's work is coming to an end. Looking back on this year's work, I believe everyone has made great achievements. Now let's make a detailed summary of our past work. What kind of year-end summary report should you read? The following is a model essay (five selected articles) summarized by the room foreman's annual work, which I compiled for your reference only, hoping to help you.
Annual work summary of room foreman 1 Busy for half a year. Looking back on my work in the past six months, with the support and help of the company's leaders and colleagues, I have completed my work well according to the company's work requirements, in order to make new breakthroughs and make great changes in my work style in the future. Now I will summarize my work as follows:
(1) Standardize the terms of service of each post, improve customer service and be customer-oriented.
Comfortable, clean and quiet rest environment, good service courtesy and distinguished enjoyment, I want to be in front of the guests and in their hearts. This is my request for the guest room. Cleanliness is the focus of every guest who comes to a famous hotel, so we ask the service staff to change a guest into a regular customer every two days. We guarantee that every guest who comes to the famous house can live in a clean and comfortable room. In order to ensure the quality of the room and make it a qualified commodity for sale, we will check at every level and never give rags to our guests. In order to improve the qualified rate of room quality, we will conduct spot checks on the clean room every day to ensure that the doors and doors everywhere are clean and tidy.
Live comfortably and eat happily. Although our restaurant is small in scale and has few employees, our service is uncompromising. Friendly terms of service, professional service skills and delicious food quality always make every guest who comes to the restaurant happy and satisfied. When guests go out and leave their warm homes, our service will make them really feel at home here, and it tastes just like eating at home. In the future work, we will pay more attention to service details, and we can know the needs of our guests with one look and one action.
(2) Save income and put an end to waste.
Disposable articles in the guest room consume a lot. In line with the idea that saving is to create profits, we call on all staff to start from me, from scratch, and put an end to all waste.
To strengthen employees' awareness of energy conservation, there are mainly the following points: recycling disposable mineral water beverage bottles, toothbrushes, comb cartons, all recyclable items that can generate income, and cleaning up switches and air conditioners that are not needed for closing all rooms. Turn on and off the lighting of stairs and bathrooms at regular intervals, so that all the lights go out when people leave.
On the premise of ensuring hygiene and safety, the food in the restaurant can also be recycled.
(3) Maintenance of equipment and furniture.
The utilization rate of household appliances in guest rooms is very high. In terms of equipment maintenance, guest rooms strictly implement maintenance regulations. Furniture, floors, household appliances, etc. need to be found and repaired at any time, and the engineering department should be informed in time if they cannot be repaired. Furniture floors will be maintained and waxed irregularly, and carpets can be cleaned once they are found, which can not only reduce the overall cleaning times, but also maintain the overall hygiene.
Looking back on the past, there was a lot of bitterness, a lot of bitterness, and I lost my way in my work attitude and took a detour, but that was me in the past. In the future work, I will try my best to correct small mistakes, further improve service quality, optimize service processes, create new service highlights and establish a new brand image for us.
The new year is a new starting point. I hope to push the room catering management to a new level in the new year and make the management more reasonable and perfect. I think in the future work, I will assist the leaders to do a good job in the daily work of guest room catering, reasonably arrange the waiters' vacations and shifts on duty, make good reception arrangements, handle problems in time when they are found, report them in time, strictly control the hygiene in the areas under their jurisdiction, rationally arrange the planned hygiene, and set an example to supervise the service personnel to do so.
The above is my summary, I hope the leaders will give me some advice!
A hectic year's annual work summary of room foreman II is coming to an end. Looking back on this year's work, I have gained a lot. It is necessary to sum up the gains and losses in this year's work in order to go up a storey still higher next year. This is a summary of my work.
I. Overall review of work:
The profit of an enterprise is the first goal and the only guarantee for its survival. The work of a department should also focus on the center of the enterprise. As a service department, the housekeeping department's primary task is to clean up and provide a clean, quiet, comfortable and warm rest environment for guests, but at the same time, we should also generate income and save expenses for enterprises. Over the past year, with the joint efforts of all staff and department managers, all the parts with business indicators have completed the tasks given to us by the villa leaders at last year's work meeting. While trying to generate income, we also don't forget to save money. The department saves work throughout the year and tries its best to reduce costs on the premise of ensuring the quality of work and not affecting customer service. We know that every penny saved is the group's profit.
Secondly, I completed the following work in xxxx:
1. Learn and standardize the terms of post service, and strive to improve the quality of customer service. In order to reflect the professional quality of hotel staff, I am not familiar with the terms of service of each post and am not standardized. Among my colleagues, I learned the service language of the post in the training of the manager in charge of the group room, and then absorbed it into my own use as a language guide for my communication with guests. Since I standardized the implementation of the terms of service, my communication with customers has been greatly improved. Therefore, in any period of work, it is important to stick to good things and learn new things by reviewing old things. I will strengthen my study and application.
2. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping is the company's main income-generating department, and the cost of capital is also high. In line with the concept that saving is to create profits, my colleagues and I will start from ourselves, from scratch, and put an end to all waste, mainly in the following aspects:
① Recover disposable low-value consumables for customers, such as toothpaste, which can be used as cleaning agent;
(2) Every morning, it is required to turn off the crossing light returning to the floor and turn it on after six o'clock in the night shift; Unplug the electric card after checking out; The implementation of the room day after day can save a lot of electricity for the company.
3. In order to do a good job in guest room hygiene and service, leaders often assess and evaluate our guest room cleaning skills and rounds. It is found that our operation is not standardized and scientific. In view of the existing problems, the employees above class level in the area held a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits. We also kept practicing in the off-season, carefully cleaned and inspected every room, and achieved certain results through examination, which improved the sanitary quality of the room and reduced the overtime of rounds.
4. The leaders adopt centralized training, special training and individual guidance training for employees, which greatly improves the hotel awareness of employees and further deepens the service concept. Smiling with voices has become the conscious action of employees. We have a vivid understanding of what personalized service is. From sensibility to rationality, the whole group has formed a good atmosphere of "all work is to satisfy customers". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.
Three, due to various reasons, there are some problems in my work:
1. It is easy to bring personal emotions to work. When you are happy, you are warm and thoughtful, and when you are unhappy, you are somewhat negligent. In the future, you should strive to overcome this situation in your work and truly establish the consciousness that customers are God in your mind.
2. The cleanliness of rooms and public areas needs to be further improved.
3. The service standard of each post needs to be further strengthened.
Annual work summary of room foreman 3 1. I have completed the following work this year:
1. Work overtime and finish the renovation as soon as possible.
The most important work of this year's guest room is the early decoration. Since receiving the notice of going to work in May, we have overcome many difficulties and carried forward the spirit of not being afraid of hardship and fatigue in order to put the new room into use one day earlier. On the basis of my own work, I worked overtime every day and fought continuously, and completed the indoor and outdoor sanitation work in the early, middle and late stages of cleaning, placing and decoration of old and new furniture in a short time, ensuring the decoration and timely rental of rooms.
2. Learn and standardize the terms of post service, and strive to improve the quality of customer service.
In order to reflect the professional quality of the room staff, I have learned the service terms of the post from my colleagues and the training of the company's room manager since I opened in July XX, and then absorbed them for my own use as a language guide for my communication with guests.
Since I standardized the implementation of the terms of service, my communication with customers has been greatly improved.
Therefore, in any period of work, it is important to stick to good things and learn new things by reviewing old things. I will study and apply them harder.
3, expand the application information of the surrounding environment of this city, and strive to do a good job of reception at the front desk.
The front desk work needs a lot of information, such as the starting and ending time of the shuttle bus in Baiyin, the important places to go, the important units of Baiyin and the geographical location of the company.
There is also the flexibility to handle things and the ability to solve customer service needs.
During my short time working at the front desk, I personally investigated the department and collected information extensively, trying to expand my knowledge in order to provide better services to the guests.
Although the working hours at the front desk are not long, I have worked hard and learned a lot of knowledge that can also be used in room service at ordinary times, which can be said to have benefited a lot.
4, in order to improve the quality of room sales, strictly implement the "three clean sanitation system".
The company's main income comes from guest rooms and is engaged in guest room work. The first thing to do is how to make the guest room sell a qualified product. I strictly implement the system of "three cleanness", "three degrees" and "two inspections: hygiene", including room hygiene, bed hygiene and bathroom hygiene. In order to effectively improve the qualified rate of room quality, I will do my own self-inspection and ask the foreman to review it, so as to make every effort to increase more and less.
Make the guest room work orderly and quickly, and ensure the quality completion.
5, effectively improve the operation level, cultivate the ability to work, and effectively improve my practical level.
In order to do a good job in room hygiene and service, I began to learn floor service from floor staff in July this year, learning and practicing room cleaning skills and ward round skills.
6. Study hard on cultural knowledge and improve your cultural quality.
Looking forward to the future, with the continuous expansion of our customer source structure, some overseas groups and individuals may stay in our company, and the language communication barrier with guests has become the biggest problem for us to do a good job in serving foreign guests.
In order to keep pace with the times, I use my spare time to review some daily English expressions. On the one hand, it embodies the value of hotel special skills staff; On the other hand, it increases employees' knowledge and enriches their spare time.
7. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch.
Housekeeping department is the main revenue-generating department of the company, and the capital cost is also high. Based on the idea that saving is to create profits, my colleagues and I will start from ourselves and stop all waste, mainly in the following aspects: ① recycling disposable low-value consumables for customers, such as toothpaste, which can be used as a cleaner; (2) Every morning, it is required to turn off the crossing light returning to the floor and turn it on after six o'clock in the night shift; Unplug the electric card after checking out; The implementation of the room day after day can save a lot of electricity for the company.
8. Take care of the green bonsai and try to dress up a perfect face for the company.
We take care of the company's existing bonsai.
Every day, besides watering regularly when cleaning, we also wipe the leaves with beer left by our guests, so that it not only grows well, but also is clean and beautiful.
9. Strictly implement the one-day vacancy system.
Vacancy once a day is an important system of room hygiene system. It can not only accurately supervise the opening of private rooms to ensure cleanliness, but also find out the exact time of water leakage, electricity leakage, theft or loss of paid items in the rooms in time, and clarify the responsible person.
Therefore, in our work, under the supervision of the foreman's tips, the one-day pass system is strictly implemented.
10, to ensure timely and accurate check-out.
Ensuring the timeliness and high accuracy of patient rounds has always been a major difficulty in my work. If it is not done well, it will not only leave a bad impression on the guests, but also bring economic losses to the company.
Through continuous exploration, according to the characteristics of conference groups and guided by zero customers, take the initiative to find the relevant person in charge or ask whether the switchboard has a wake-up time, find out the wake-up time of the guests, and then calculate the check-out time of the guests to make rounds in advance to ensure timely and accurate rounds.
Second, there are many problems in the work.
1. It is easy to bring personal emotions to work. When you are happy, you are warm and thoughtful, and when you are unhappy, you are somewhat negligent. In the future, you should strive to overcome this situation in your work and truly establish the consciousness that customers are God in your mind.
2. Due to the thoughtlessness during the shift change, it is considered that small problems do not need to be handed over clearly, which leads to such and such problems. If I don't know the little things, it will easily lead to big mistakes. I must take strict precautions to avoid mistakes in the future.
Third, the shortcomings in work and experience.
After this period of work, I have several feelings, either for the company or for myself.
(1) the company.
1, the sign "Please clean immediately" was not made, which caused the guest to ask for cleaning and could not inform the waiter in time; And our guests will be disgusted after we keep knocking at the door.
2. The benefits of the company are not closely related to employees' salary, which is not within the expected range of employees, so it is difficult to mobilize the enthusiasm of employees.
(2) Personal aspects
1. Due to frequent personnel changes, we sometimes can't cooperate with new employees.
2. Because the work clothes don't fit, the clothes are not uniform in daily work, especially after autumn and before long summer, the clothes are all kinds, which are very uncoordinated and inconvenient for work.
Fourth, work efficiency.
In 20xx years, I always work for eight months, totaling 245 days. I took five days off because of illness, and the attendance rate was 99%. * * * * Before and after, the day shift is xx days and the night shift is xx days. I sold 78,234 rooms and received xxxx people.
On the coming day of XX, we will set sail again and embark on a new journey. I will set higher standards for myself, work hard and create new benefits for the company.
Summary of the annual work of the room foreman 4 On the occasion of resigning the old year and welcoming the new year, it is necessary for us to sum up the achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, forge ahead, and make greater progress in 20xx. The main work in 20xx is summarized as follows:
First, strictly control the hygiene quality and ensure the sale of high-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, 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.
Second, the service level has improved obviously, but it still needs to be improved and improved to a great extent.
Compared with the beginning of the business, the service level has been significantly improved this year. 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:
1, laundry.
Things happen frequently in this respect, mainly because the waiter made mistakes in filling in, did not check the clothes he received, made mistakes in accounting, sent the clothes in time, sent the wrong room number, did not explain the 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.
2. Timely 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.
3. Handover is prone to errors.
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.
4. 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.
The third is to standardize the work flow of the middle shift and increase the 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.
Fourth, 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 it can do better in 20xx!
In the past five years, the annual work summary, room head waiter, through the concerted efforts of all the staff and department manager Qi Xin, has successfully completed all the indicators given by the hotel to our department, and the service quality, favorable rate and economic income have been greatly improved compared with last year. Looking back on this year's performance, I am still quite satisfied. Although I have always been discouraged and often complained, I still like this job in my heart. On this occasion, it is necessary to review and sum up the work, achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, strive for progress, and strive for better results in the new year.
1, health:
Strictly implement the system of ward round, pay attention to the quality of details, record the inspection results in detail, and do a good job in sanitary makeup; Implement sub-regional cleaning responsibility system and over-piecework system to improve the enthusiasm and effectiveness of employees; Standardize various operation procedures and steadily improve work efficiency.
2. Equipment and facilities:
Every day, according to the actual situation of moldy wallpaper, moldy decorative board and dim lighting in the guest room area, contact the engineering department or foreign engineers for targeted maintenance and maintenance to improve the service life and quality of guest room facilities and equipment. At the same time, contact PA to arrange daily carpet decontamination, carpet washing and marble mirror maintenance reasonably.
3. 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 it is also a department with high cost. In line with the concept that saving is to create profits, we call on all employees to start from themselves, from scratch, and put an end to all waste phenomena, mainly in the following aspects:
① Require employees to recycle disposable low-value consumables, such as shower gel and shampoo, for PA use, and toothpaste can be used as cleaning agent.
(2) adjust the floor lighting according to the actual situation of the guests every night; Ask to unplug the power card and turn off the air conditioner after check-out; The room air conditioner was turned on before the guests arrived in advance, and so on, which saved a lot of electricity for the hotel.
(3) In order to control the cost of goods, according to the actual budget indicators of hotel guests, the responsibility for collecting goods from guests lies with people.
4. Training:
Make a monthly training plan and implement it to individuals. Conduct targeted training for the room center and floor service classes. At the same time, it has made clear provisions in daily work, such as check-out standard, turndown standard, lighting control standard time, item rental standard and item placement standard. Aiming at the phenomenon that the employees in the floor service class are older and the language is not standardized and unified, the standard post service language specification is used for scenario simulation drills; Conduct spot checks on ground lighting, air conditioning and night beds every day. If employees' operation is found to be irregular and unscientific, they will analyze the existing problems, retrain employees and correct their bad operating habits. Let employees feel the importance and practicability of training in their daily work. Through training and assessment, certain results have been achieved, and the quality of room hygiene has been significantly improved.
5. Team building:
Through a series of training and assessment, a good atmosphere has been formed in which the old employees such as Liang, Ge Guohua, Li, and Li set an example first and the new employees catch up. In the usual work, the flexible handling of customer service and the improvement of customer satisfaction have won the praise and affirmation of customers.
Through a year's work, I found that I have many shortcomings, the most serious of which are summarized as three shortcomings:
1, foreman skills need to be further improved, especially weak skills such as ward rounds.
2. There is still much room for improvement in implementation and supervision.
3, the daily work efficiency is not efficient enough, lack of sense of urgency.
The above three points are the most urgent ones I have found in my own shortcomings this year. I should learn from them in my future work and strive to improve and further improve myself.
Through daily work, I personally feel that the department has some areas that need improvement:
1, room hygiene needs further improvement, especially in details.
2. The service language of all employees lacks standardization.
3. The comprehensive quality, service skills and professional level of employees are uneven and need to be further strengthened.
4. All kinds of training and assessment mechanisms of the department are progressing in groping, and there is still room for further improvement.
In view of the above shortcomings, I have several suggestions and views:
1, which can strengthen the training of each position and strengthen the service skills and awareness of employees.
2, after targeted training for all staff, quarterly assessment, mid-year appraisal, year-end appraisal and other systems, the survival of the fittest.
3. We can improve the process and standard of training and assessment, make the training and assessment more reasonable, and improve the quality of all employees to the greatest extent.
Next year will be a year full of opportunities and challenges. The work of the department closely revolves around the five-star standard and strives to achieve the business indicators issued by the hotel. At the same time, I have the following ideas about myself and the work of the department:
1. Establish a systematic training system and assessment system for room service center and floor service personnel, which will not be improved in future work.
2. Establish records of employees' outstanding deeds and commend them at the regular meeting of the department every Monday, which can motivate employees and serve as a reference for year-end assessment.
3, in the training of employees, formulate corresponding processes and standards, and further refine the training, and conduct targeted training in all aspects.
4. Establish the warehousing system of the department's secondary warehouses, implement the warehousing signature registration items, conduct statistical management, strictly control and save costs.
The above is my work summary and plan for the past year, the existing shortcomings and improvement plans. To sum up, I firmly believe that under the leadership of hotel leaders and department managers, all staff will work together with Qi Xin and Qixin to contribute to the hotel's 20xx management policies.
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