Personal annual work summary of domestic foreman: 5 articles.

1. personal annual work summary of the head waiter in housekeeping department

In 20__ years, under the correct leadership of the leaders, with the active support and great help of my colleagues, I have performed the duties of the floor foreman well and successfully completed my work tasks, which has been praised by the guests and colleagues and affirmed by the leaders. The main work is summarized as follows.

First, 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 to go to work in April, 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.

Second, assist the department manager to do the daily work of housekeeping department.

In order to better assist the daily work of the department manager, the foreman has been working under the regular day shift system since this year. The implementation of this system means that the foreman must take part in the work every day, supervise and participate in various service work every day. Worrying, laborious and unpleasant work may not be completed.

However, in order to live up to the expectations of the leaders and not affect the normal operation of the company, I work tirelessly every day, and I have been taking part in the work except for a few days of sick leave due to injury. In this way, we will not have accidents on the second and third floors due to poor supervision or human factors.

Third, reasonably arrange the floor attendant's duty and shift work.

It is a very important link for floor attendants to change shifts and be on duty. In order to ensure that the waiters can do a good job in the company and not miss things at home, we adopt the way that the foreman works with the day shift every day, so that the foreman can exercise his heart, supervise every work of the waiters in real time, and try his best to do what he can't do and can't count on. Let every staff member devote himself to the service work with no worries and face the guests with a brand-new attitude every day.

Four, cooperate with the manager to do a good job of reception and arrangement.

Problems found in the work should be dealt with in time, and problems should be reported to the leaders in time.

As a foreman, the main job is to cooperate with the department manager to upload and distribute difficult problems. At the beginning of the business, all the work needs to be straightened out. Put your hands into the reception work of opening customers before you are ready. There are many customers, some staying in hotels, some celebrating, many strange faces coming and going, and a large part of the staff are novices.

I steadied myself secretly, tracked and reminded every staff member of every detail, and made careful arrangements to make the opening reception work go smoothly. The newly installed guest room has various maintenance problems such as water, electricity and telephone. Every detail is recorded in detail, reported to the manager in time, and solved quickly, without leaving adverse effects on new customers. At the same time, the expectations of employees will be reported to the leaders through normal channels in time, and the leaders are expected to solve them.

Five, do a good job in floor safety, fire prevention and hygiene.

From the first day of work, the company leaders have re-emphasized the safety issue, so the safety issue has always been the top priority of our usual work. Therefore, I emphasize safety in every item of my daily work. Pay attention to the links in rounds. Cigarette butts on the bed, floor and carpet in the corridor are hidden dangers. The first question, of course.

Secondly, in order to do a good job in hygiene, we have also made detailed arrangements: the system of "three cleanings", "three degrees" and "two inspections", including room hygiene, bed hygiene and bathroom hygiene. "Three degrees" means that the quilt has an angle, the furniture has brightness, and the working process has speed; The "two inspections" system means that the health worker completes the self-examination and asks the foreman to review it. Adhere to the "one-day check" system of vacant rooms, find existing problems in time and solve them in time, and strive to reduce omissions.

Six, set an example, supervise and inspect the floor service personnel to do a good job of service.

Setting an example is the key for me to do my job well, and it is also a magic weapon to convince people. Except for the normal day shift every day. In the process of cleaning, I have been directly involved in cleaning, and found that there are unqualified procedures or incomplete cleaning. I not only pointed out the problem, but also personally redone the demonstration so that the same mistake will not appear twice in the same person. In this way, new employees will quickly adapt to their jobs, and old employees can not only do their jobs well, but also bring any new employees.

In our daily service work, we are almost responsive. Answer customers' questions, guide customers to open the door, guide customers to use the facilities in the guest room, and even help customers shop in the small supermarket at the door when they are not busy. The so-called big river has water and the small river is full. We hope to exchange our excellent service for the rapid development of the company. I hope our work will not be in vain.

Seven, do a good job in ideological work at the same time, do unity and friendship, help each other and make progress together.

Ideological work is the primary task of all work. Do a good job in ideological work, and its key work will be half completed. How can we achieve proper unity and give full play to the overall role of our small groups on the second and third floors? This work is a long-term and daily work. Our personnel are constantly changing and our structure is constantly adjusting.

The content of ideological work is constantly changing. Understand their personalities, ways of speaking and living conditions in their daily work, so as to prescribe the right medicine. We always take the company's investment as the introduction, take the company's future development scale as the goal, and take the current global economic situation as the main example to talk about employment difficulties, good prospects, and the benefits of the company are our own benefits. Make employees deeply understand from the ideological point of view, so as to seriously invest in their work.

Eight, earnestly perform their duties, and earnestly complete other tasks assigned by superiors.

We always finish all the work arranged by the manager strictly. Of course, we also report the requirements and hopes of employees to the superior leaders in time. I think only when employees are satisfied from the heart can they devote themselves to his work more enthusiastically and wholeheartedly. Only when employees face customers with physical and mental pleasure can customers feel really at home.

Over the past year, with the correct guidance of the two leaders and the joint efforts of everyone, the second and third floors have received foreign customers, sold rooms and earned RMB. Although some economic benefits have been achieved, there is still a big gap with the expectations of leaders. In the next 20 years, I will spare no effort to lead my colleagues to make persistent efforts to improve our service quality and improve our service level. Create a new situation in service work.

2. Personal annual work summary, head waiter of housekeeping department.

The year of _ _ was the first year of the official opening of Du Ming New Century Hotel in Songjiang. The leaders and employees of all departments worked hard, and the hotel gradually moved towards the normal operation track. The annual revenue also exceeds 100 million, and it has passed the national five-star evaluation. As we bid farewell to the old year and welcome the new, it is necessary for us to sum up our achievements, experiences and shortcomings in the past year, foster strengths and avoid weaknesses, forge ahead, and make greater progress in the next 20 years. The main work in the past 20 years is summarized as follows:

1. Strictly check the sanitary quality to ensure the sale of 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.

2. The service level has been significantly improved, 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) collection and washing of guests' clothes; Things happen again and again in this respect, mainly because the waiter made mistakes in filling in the clothes, failed to check the clothes, made mistakes in accounting, failed to deliver the clothes in time, sent the clothes to the wrong room number, failed to explain relevant matters to the guests, and washed the clothes badly. We must increase the training for all employees, teach them to be careful, and remind them of mistakes. (2) the timeliness of customer service; I used to be the morning shift foreman, and now I'm the middle shift foreman. I found that employees don't go immediately after receiving service instructions when they are busy, but after the work at hand. Another thing is that the things prepared on our floor are not complete, and we can borrow what a guest wants for half a day. Also, sometimes the telephone signal is not good, which affects the information transmission. (3) handover is easy to make mistakes; Often there is no handover when the shift is changed, or employees forget the handover when they are busy, or the team knows that the night shift is not marked on the handover, so it is unclear and the handover is not verified. (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.

3. Standardize the workflow of middle shift and strengthen inspection.

I have formulated a health plan for middle-class public areas, so that employees can focus on one or two aspects of health maintenance after completing the basic hygiene of public areas every day, with a weekly cycle unit; The assessment standard table of night bed for middle shift is formulated, and the requirements and norms of night bed are defined. At the same time, employees are required to make greater efforts to check floors, keep keys and strictly open doors to prevent safety accidents. All kinds of lights are turned on in strict accordance with regulations, and all kinds of consumables are recycled to prevent loss and waste.

4. 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. Believe in 20__, it can do better!

3. Personal annual work summary, head waiter of housekeeping department.

A hectic year 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 guarantee of 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 will save work throughout the year and make every effort 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.

Two, 20__ years I have completed the following work:

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 intensify my study (two studies and one stage summary).

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 room hygiene and service, leaders often assess and evaluate our 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.

4. The facilities and equipment maintenance plan has not been put in place.

5. Due to the thoughtlessness in changing shifts, it is considered that minor problems do not need to be handed over clearly, which leads to 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.

Four, about next year, my plan is:

1, live a good day.

2. Improve service measures to improve customer satisfaction.

3, strengthen education and training, strengthen the quality of employees.

4. Standardize management and promote the healthy and orderly development of enterprises.

5. Strengthen marketing and constantly adjust the customer structure.

6. Do a good job in individual customer sales.

7. Reasonable booking in peak season to maximize sales.

8, standardize the message service, let the guests feel our professional management level and hotel service level.

9. Learn more and enrich yourself.

Practice has proved that with the intensification of market competition, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we must first innovate ideas, adjust business strategies and policies in time, optimize the design of our own products, make the strategy innovative and changeable, and constantly innovate business policies according to different seasons, so as to keep the room occupancy rate at a high level under the severe situation.

In the coming 20__, 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.

4. Personal annual work summary, head waiter of housekeeping department.

Time flies, time flies, 20__ has quietly come to us inadvertently. In the past year, there have been many gains and experiences. As an important department of the hotel, housekeeping department provides clean, quiet, comfortable and warm rest environment for guests, and it is our primary task to provide humanized quality service. At the same time, it is also responsible for generating income and saving expenses for enterprises. The quality of the whole department will greatly affect the service quality and economic benefits of the hotel. Over the past year, through the joint efforts of all staff and department managers, we have successfully completed all the indicators assigned 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, in terms of health: strictly implement the ward round system, pay attention to the quality of details, record the inspection results in detail, and make healthy 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: According to the actual situation of moldy wallpaper, moldy decorative board and poor lighting in the guest room area every day, contact the engineering department or foreign engineers for targeted 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 idea that saving is to create profits, we call on all employees to start from themselves and from scratch to put an end to all waste. The main manifestations are as follows: ① Employees are required to recycle disposable low-value consumables such as PA shower gel and shampoo, 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, and Wang 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 evaluation, make the training and evaluation more reasonable and improve the quality of all employees.

Next year will be a year full of opportunities and challenges. While the departmental work closely revolves around the five major standards and strives to achieve the business indicators issued by the hotel, I have the following thoughts on myself and the departmental work:

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 the hotel leaders and department managers, all the employees, Qi Xin, will make concerted efforts and join hands with Qi Xin, and * * * will do its best for the hotel's business principles and policies for 20 years. In short, as the head waiter 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 and training level of the housekeeping department, quality inspection work, enhancing the cohesion of employees, improving their basic quality, and implementing the "five constructions" work for the hotel!

5. Personal annual work summary, head waiter of housekeeping department.

Looking back on my work in 20 years, with the support and help of my leaders and colleagues, I have been strict with myself and completed my work well according to the requirements of the hotel. Through half a year's study and exploration, my work style has changed greatly and my work quality has also improved. Now I will summarize my work in the past 20 years as follows:

First, strengthen self-study and improve professional level.

Although my post is only a domestic foreman, there is still a long way to go to be excellent, so I never dare to take it lightly and learn from books, leaders and colleagues. So I think I have made some progress in the past six months, and my management ability, coordination ability and problem-solving ability have been further improved, ensuring the normal operation of all the work on the floor.

Second, daily management work

The floor foreman is no stranger to me, but Jiahai is a brand-new working environment for me. As the floor foreman, his role is to connect the preceding with the following and coordinate the left and right. We are faced with complicated and trivial daily work every day.

In the new working environment, almost all work is started from scratch. It is my primary task to straighten out the working relationship as soon as possible and integrate into the new working environment. Try to cooperate with the supervisor to do a good job in floor management, and based on the principle of seeking truth from facts, report the situation.

The conference reception task in our hotel is rather heavy. In the first half of the year, we received many important guests from the customs. However, due to various reasons, there is a frequent shortage of room service personnel, which requires us to strengthen our work consciousness, pay attention to speeding up the pace of work, improve work efficiency, strive to be comprehensive and accurate, and avoid omissions and mistakes.

Third, the existing problems

Over the past year, I have been able to carry out my work seriously, but there are still some problems and deficiencies, mainly as follows:

First, after all, I have only been working in _ _ for more than half a year, and a lot of work is done and groped, so I can't do it with ease, and my work efficiency needs to be further improved.

Second, some work is not detailed enough, such as ward round, facilities and equipment, health inspection and so on.

Third, my theoretical level is not too high.

Four, 20__ year work plan

1. Strengthen learning, expand knowledge, learn from the advantages and disadvantages of the same industry, flexibly use your own practical work, and optimize work quality.

2. Strengthen the inspection and maintenance of facilities and equipment, so that guests can have a harmonious and comfortable feeling during use.

3. Actively and seriously cooperate with the supervisor to do the daily management of the floor.

4. Give hands-on guidance to some new employees and waiters who are not standardized in operation, so as to improve the professional level of employees.

5. Strengthen energy-saving inspection, tell the waiter more about energy-saving awareness at ordinary times, and strive for a second inspection into the room.

6. The daily sanitary quality of guest rooms should be strictly controlled, and the planned sanitation should be arranged reasonably.

In the following days, I will work hard, try to correct my shortcomings, carry forward my advantages, strive for greater achievements and create higher value for the hotel.