客房部領(lǐng)班年終總結(jié)范文
客房部領(lǐng)班年終總結(jié)范文
Timeislikeanarrow,daysislikeshuttle,201*incasualhadcometothesideofusstealthily,ayearofinthepast,havealotofresultsandexperience.Guestroomministryservesasaofthehotelsignificantsection,therestthatoffersacleanness,quiet,comfortable,warmthtotheguestenvironment,providingthehighqualityservicethathumannaturechangesisourfirstjob,atthesametimewestillarebeingloadedachievefortheenterpriseclose,theresponsibilitythatcutdownexpense,theactorbadofqualityofwholedepartmentwork,servewhataffectapublichousegreatlyqualityandeconomicbenefits.Comeoneyear,throughthejointeffortsoffacultyandsectionaladministrator,finishedahotelsatisfactorilytogiveuseachtargetofsectionalmakeknowntolowerlevels,servicequality,leadreputably,economicincomeandthephotographisveryolderthanhavinglastyearrise.Reviewperformanceofthisyear,oneselfarerelativelysatisfactorystill,althoughamongalsohadhaddisappointingwhen,alsohaveconstantlyonthemouthwhencomplaining,butIstillamlikingthisjobintheheart.AtdemitoldduringseeingtheNewYearin,benecessarytoreviewtheworkthatsummarizesthepastoneyear,achievement,experienceandinadequacy,withbenefitatfosteringstrengthsandcircumventweaknesses,strenuousenterprising,inbeautifulperformanceisachievednewlyagainhardinayear.1,inwholesomerespect:Implementsystemofmaketheroundsofthewardsstrictly,payattentiontodetailcharacter,detailednoteschecksaresult,dogoodsanitationfillingdifferencetowork;Executeguestroomtodivideareacleannesssystemofjobresponsibilityandabovequotaagreementbypiece,raisestaffjobenthusiasmandworkingsubstantialresults;Standardeachoperatingrules,improveworkefficiencysteadily.2,facilitiesfacilitiesrespect:Becomemoldyaccordingtothewallpaperofguestroomareaeveryday,plaqueismildewy,lightisnotbrightwaitforactualcondition,contactengineeringdepartmentorexoticprojectpersonnel,ofspecificaimundertakesafeguardandmaintaining,theservicelifethatimprovesfacilitiesofguestroomfacilitiesandusecharacter.ContactPAatthesametime,thecarpetwithreasonabledailyarrangementgoesbesoiled,carpetcatharsis,marblelensfacemaintainsetc.3,broadensourcesofincomeandreduceexpenditure,fallthissynergism,makefromtheabit.Guestroomministryisahotelismainachieverestrainadepartment,alsobeabranchwithhotelcostveryhighcostatthesametime,actonmanagingthethoughtthatachievesgainnamely,appealfacultyisactedonmakefromego,makefromtheabit,putanendtoallwastefulphenomena,mainshowisin:①requirementemployeereclaimstheguestusesone-timerunningstores,waitlikebathfluid,shampooreclaimtobeusedtoPA,toothpastecanbeusedascleaneretc.②everydayaccordingtolivingactualconditionadjuststheguestintheeveningfloorlamplight;Checktherequirementafterreturningahousetounplugcardextractionreport,shutairconditioning;Roomairconditioningallisintheopenbeforetheguestistouchedbeforehandwaitssectionreportmeasureamoment,theexecutionofsuchdayafterdaycomesdown,forthehotelmanagingthechargeofelectricitywithnotlittlebrushstroke.Thecostofgoodtodoarticlecontrols③,liveactuallyinthelightofthehoteltargetofguestcircumstancebudget,strangerthingsisgottenuseliabilitytotheperson.4,groomrespect:Makeamonthgroomplan,fulfilanindividual.UndertakethosewhohavespecificaimgroomtoroomWucenterandfloorserviceclass.Alsomadeprovisionofproclaimedinwritingonthecontentinallsortsofroutineatthesametime,ifcheckthelevelthatreturnahouse,timeofstandardofbedopeningnight,lamplightcontrolstandard,articleisrentalstandard,articleputsastandardtowait.Inthelightoffloorageofserviceclassemployeeslantsbig,dictionisputinnon-standard,skimble-scamblephenomenon,thepostofusestandardservesFM201*|PES201*|FIFA
dictionstandardtoundertakesceneimitatedrilling;Beoppositeeverydayfloorlamplight,airconditioningandnocturnalbedundertakeselectivingexamination.Discoveryoperatesnon-standard,unscientificemployee,trytheproblemofexistencetoanalyse,undertakegroomingafreshtoemployee,correcttheundesirableoperationhabitofemployee.Themovethatmakesemployeecogentisgroomedtheimportancetoroutineandpractical.Reachassessmentthroughgrooming,obtainedcertainresult,wholesomequalityhadtheroomtorisesignificantly.5,groupconstruction:Throughaseriesofgroomwithassessment,appearedwithbridgepeach,geGuohua,wangHui,bethefirstsincetheoldstuffsuchasLiJinggongparadigmaticaction,thegoodatmospherethatnewemployeechaseshard.Beinatordinarytimesinthejob,agileprocessingservestotheguest,raiseguestsatisfactiontospend,obtainedtheguest’spraiseandaffirmation.Carryworkofayear,discoveroneselfisputinalotofinadequacy,amongthemmostseriouswraparoundtowasnotworthat3o’clock:1,foremaneachskillremainstorisefurther,especiallythefragileskillsuchasmaketheroundsofthewards.2,executiveforce,supervisoryforcestillhasverylargepromotionspace.3,everydayworkefficiencyisnotquiteefficient,devoidsenseofurgency.Above3o’clockishimthisyearsinceneedtoimprovemostinalotofinadequacythatdiscoversoneselfexists,themostpressing,wantinthejobhenceforthmomentlylearnalesson,tryhardtoimprove,makeoneselfrisefurther.Carryday-to-daywork,theindividualfeelsthebranchputsthesectionalafewplacesthatremaintorise:1,roomsanitationremainstorisefurther,especiallydetailrespect.2,plasticityofcompassesoffacultyservicelanguageisdefective.3,employeeisintegratedskillofquality,service,professionalskillisuneven,needtobestrengthenedfurther.4,thebranchgroomseachadvanceinfumblewithassessmentmechanism,stillhavethespacethatincreasesfurther.Beaimedattheinadequacyofabove,oneselfhaveafewproposalandview:1,canstrengtheneachpostgroomthejob,theserviceskillofaggrandizementemployeeandserviceconsciousness.2,earthuptowhatfacultyhasspecificaimnewhind,haveaquartertheassessment,appraisethroughcomparisoninyear,yearoldendisevaluatedwaitforasystem,superiorbaddiscard.3,canperfecteachtogroomtheflowwithassessmentandstandard,letgroommoreasreasonableasassessment,theoldestraterisestoraisethegoaloffacultyquality.Ayearwillbeagoodluckandchallengenextyear,sectionaljobcloselyaroundwithlevelof5starsgradethiscenterdoesnotshake,whileeffortachievesthemanagementtargetofhotelmakeknowntolowerlevels,Ihavethefollowingtentativeideatothejobofoneselfandbranch:1,theroomWucenterthatbuildsasystem,offloorservicepersonnelgroomsystemandassessmentsystem,itisinthefollowingjobnotparagraphperfect.2,buildstaffoutstandingachievementrecordsheet,commendonsectionalregularmeetingeveryMonday,havetheeffectofincentiveemployee,alsocanmakereferencetoexamineendoftheyearatthesametime.3,inemployeegroomon,establishcorrespondingflowandstandard,willgroomatthesametimerefinefurther,groominwhatspecificaimhasoneachlink.4,buildadepartment2classstorehousesystemofpassinandout,executepassinandouttosignandregisterarticle,statisticalmanagement,controlstrictly,managingcost.Aboveistheworkingsummarythathecomestoonethisyearandplan,puttheinadequacythatbeinandimprovedplan.Theplaceonputtogetherisnarrated,Iamcertaininhotelleaderandsectionalmanagerguidebelow,facultyjointefforts,togetherbeofonemind,the201*managementpolicythatisahoteljointlyandpolicyalloneknows.Anyhow,regardguestroomastheforemanoftheministry,Iwillcooperatesectionalmanagertodoeachworkofgoodcadredoorhardinthejobhenceforth,toimprovetheserviceofroomWuministrylevel,levelofmanagement,groomlevel,thequalitativecheckjob,cohesiveaffinitythatenhancesFM201*|PES201*|FIFA
employee,improvetheprimaryqualityofemployee,carryout5starsclasstoconstructionworksanddedicateforthehoteloneselfforce!Guestroomministry:XXX201*-12-29
FM201*|PES201*|FIFA
擴(kuò)展閱讀:酒店客房部領(lǐng)班年終總結(jié)范文
客房部領(lǐng)班年終總結(jié)范文
07年是我們XX大酒店正式營業(yè)的第一年,各個部門的領(lǐng)導(dǎo)和員工都付出辛勤的汗水,酒店逐步走向正常的運(yùn)行軌道,年營收也突破了億元大關(guān),通過了國家的五星評審。值此辭舊迎新之際,我們有必要總結(jié)過去一年里的工作成績,經(jīng)驗與不足,這樣我們才能揚(yáng)長避短,開拓進(jìn)取,在201*年里取得更大的進(jìn)步,F(xiàn)將201*年的主要工作總結(jié)如下:(一)嚴(yán)查衛(wèi)生質(zhì)量,確保出售優(yōu)質(zhì)客房
客房的設(shè)備和衛(wèi)生質(zhì)量好比一個人的基本骨架,而優(yōu)質(zhì)服務(wù)好比人的靈魂和血液,能給人注入靈氣?腿巳胱∥覀兙频暌院,直接感受的就是客房設(shè)施和衛(wèi)生怎么樣,不滿意的結(jié)果就是不再光顧。因此我一直告誡員工,衛(wèi)生是我們的生命線。我們每個人做完一個房間就好比畫家畫完一幅畫,必須要有對其負(fù)責(zé),要有成就感。因此,在每日的早會上我都會強(qiáng)調(diào)哪些方面的衛(wèi)生我們需要改進(jìn),計劃衛(wèi)生必須按部就班完成。同時,我加大了檢查的力度,對查房中發(fā)現(xiàn)衛(wèi)生不
合格的方面一律讓員工返工。后來我又把三個樓層60間房分給員工。讓每個員工都對自己保管的房間定期大清潔一次。通過不斷的反復(fù)的檢查與督導(dǎo),8F到10F的衛(wèi)生質(zhì)量有了明顯的提高。6月份以后,我改上中班領(lǐng)班。我繼續(xù)強(qiáng)調(diào)客房的衛(wèi)生質(zhì)量,我要求員工在開夜床的同時,必須打掃客房內(nèi)的衛(wèi)生,清除毛發(fā)和垃圾,為客創(chuàng)造一個舒適的,干凈的休息環(huán)境。我想我們做客房管理工作的,衛(wèi)生工作是我們一個永久的話題,必須長期不懈的長抓不放。
(二)服務(wù)水平顯著提高,但還須從很大程度上改進(jìn)和提高。服務(wù)水平相對于開業(yè)之初,在這一年里我們有了明顯的提高。在金經(jīng)理的領(lǐng)導(dǎo)下,各個服務(wù)的程序在工作中得到了完善和發(fā)展,員工在實踐中也得到了鍛煉,增長了不少對客服務(wù)的經(jīng)驗。有很多的員工也是因為對客服務(wù)做的比較好,而受到了賓客的表揚(yáng)。特別是今年內(nèi)的幾個大型團(tuán)隊的成功接待,更是證明了這一點。但我們也必須清醒地看我們接待服務(wù)過程中的明顯不足,導(dǎo)致客人的投訴,歸納起來主要
有以下幾個方面:(1)收洗客衣方面;這方面的事情再三的發(fā)生,主要是因為服務(wù)員填寫出錯,收衣未檢查出錯,算帳出錯,送衣不及時,送衣送錯房號,未向客人說明相關(guān)事項,衣服洗壞等。我們必須加大對全體員工的培訓(xùn),教會她們細(xì)心,提醒她們?nèi)菀壮鲥e的地方。(2)對客服務(wù)及時性方面;我做過早班領(lǐng)班,現(xiàn)在做中班領(lǐng)班,我就發(fā)現(xiàn)員工在自己較忙的情況下,接到服務(wù)指令時并不是立即就去,而是忙完手頭活才去。還有一個就是我們樓層上準(zhǔn)備的東西不全,為一個客人要的東西能找借上半天。還有就是電話有時信號不好,影響信息傳達(dá)。(3)交接方面容易出錯;往往是代班時發(fā)生事項未做交接,或是員工在忙時將發(fā)生事項忘記交接,或是班組全知道未在交接上注明大夜班不清楚,還有就是未對交接事項核實。(4)員工的業(yè)務(wù)知識和能力有待提高;員工對相關(guān)業(yè)務(wù)知識特別應(yīng)知應(yīng)會的內(nèi)容掌握不好。對外賓的服務(wù)能力較差,從接待最近M3劇組外賓就能看出來這點。做好以上四點,也只是做好了一般性的服務(wù)工作,而距離真正的個性化服務(wù),優(yōu)質(zhì)化服務(wù)我們要走的路依然很長,還需要我們大家一道付出艱辛的努力才能實現(xiàn)。(三)規(guī)范中班工作流程和加大檢查力度。
我先后制定了中班公區(qū)計劃衛(wèi)生表,讓員工每天做完公區(qū)基本衛(wèi)生后,重點做好一到兩個方面的衛(wèi)生保養(yǎng),并以周為循環(huán)單位;制定了中班夜床考核規(guī)范表,明確夜床要求和規(guī)范。同時要求員工加大力度巡視樓層,保管好鑰匙,嚴(yán)格開門程序開門,以杜絕安全事件的發(fā)生。各種燈光嚴(yán)格按照規(guī)定開啟,各種消耗用品做好回收,杜絕流失和浪費。(四)做好員工培訓(xùn)和溝通工作。
員工是對客服務(wù)和工作的主體,員工的工作能力和敬業(yè)程度直接決定了飯店的服務(wù)水平。本年度主要做了相關(guān)設(shè)備保潔和中班服務(wù)的培訓(xùn),同時加大與員工的溝通工作,及時了解員工的思想動態(tài),動員員工通過自己的努力實現(xiàn)在酒店行業(yè)的理想。
總之,本年度是獲得極大豐收的一年,酒店順利評上了五星,生意也是蒸蒸日上,相信201*年能做的更好!
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