Summary of the work of the hotel foreman in the first half of 2019

The hotel foreman is the leader of the hotel employees. Although he does not manage the operation of the entire hotel, he is also an indispensable leader. The following is the "Work Summary of the Hotel Foreman in the First Half of 2019" compiled by me for everyone. It is for reference only. You are welcome to read it. Summary of the work of the hotel foreman in the first half of 2019 (1)

In the first half of 2019, under the correct leadership of the leader and with the active support and strong help of colleagues, he performed the duties of the floor foreman better and successfully completed the work The tasks have been well received by guests and colleagues and affirmed by leaders. The main work is summarized as follows.

1. Work overtime to complete the decoration as soon as possible

The most important work in the guest room in the first half of the year is the front decoration work. After receiving the notice to go to work in April, in order to make the new guest room one day early After it was put into use, everyone and I overcame many difficulties and carried forward the spirit of not being afraid of hardship and tiredness. On the basis of completing our own work every day, we worked overtime and continued to fight. In a short time, we completed the cleaning of new and old furniture in the room, Indoor and outdoor sanitation and cleaning work in the early, middle and late stages of placement and decoration ensure that the guest rooms are decorated and rented out in a timely manner, making our contribution to the company's increase in revenue.

2. Assist the department manager to do the daily work of the housekeeping department

In order to better assist the department manager to do the daily work, the foreman has been working on a day shift system since the first half of the year. The implementation of this system means that the foreman must attend work every day and supervise and participate in various service tasks every day. Even if you do all the worrying, laborious, and offending work, you may not be able to get it right. However, in order to live up to the high expectations of my leadership and not affect the normal operation of the company, I worked tirelessly every day and continued to work except for a few days of sick leave when I was unable to work due to injury. As a result, there were no accidents on our second and third floors due to poor supervision or human factors.

3. Reasonably arrange the duty and shift change of floor attendants

The shift change of floor attendants is a very important link. In order to allow the waiters to do a good job in the company while not missing home matters, we adopt the method of the foreman following the day shift every day, so that the foreman can take care of everything he can, and can supervise every work of the waiters in real time, and do as much as possible There is nothing that can't be done and nothing that can't be imagined. This enables every staff member to devote themselves enthusiastically to service work without any worries and face guests with a new attitude every day.

4. Cooperate with the manager in all reception and arrangements, deal with problems in a timely manner if found during work, and report any difficult problems to the leader in a timely manner

As a foreman, the most important job is Cooperate with department managers to upload and issue difficult issues. At the beginning of the opening, various tasks need to be straightened out. I devoted myself to the reception of customers at the opening even though my hand injury was still recovering. There were many customers, some staying in hotels, some coming to celebrate, many unfamiliar faces coming and going, and most of the staff were also novices. I secretly stabilized myself, tracked, reminded and made detailed arrangements for every detail of each staff member so that the opening reception work went smoothly. There are various maintenance problems such as water, electricity, telephone, etc. in the newly renovated guest rooms. Every detail is recorded in detail and reported to the manager for quick resolution, so as not to leave any negative impact on first-time customers. At the same time, the staff's expectations and voices are reported to the leaders through normal channels in a timely manner, hoping that the leaders will resolve them.

5. Do a good job in safety, fire prevention, and sanitation on the floor

From the first day of work, the company leaders have emphasized safety issues, so safety issues have always been our daily work. Top priority. Therefore, I emphasize safety issues in every aspect of my daily work schedule. Pay attention during ward rounds. Cigarette butts on the bed, on the floor, and on the carpet in the corridor are hidden dangers. Of course it is the first question to check. Secondly, in order to do a good job in sanitation work, we have also made detailed arrangements: the "three cleans", "three degrees" and "two checks" system, and the "three "clean" sanitation system", which includes room sanitation, bed sanitation, and bathroom sanitation. Three "clean" and so on, "three degrees" means that the bed and quilt are angled, the furniture is polished and polished with brightness, and the work process is fast; the "second check" system means that after completing the hygiene, you will self-check and ask the foreman to review it. Adhere to the "one day one pass" system for vacant rooms, promptly discover existing problems and solve them in a timely manner, and strive to minimize omissions.

6. Take responsibility for yourself, supervise and inspect the floor service staff to do a good job

Leading by example and leading by example are the key to my good work, and it is also a magic weapon to convince others. . In addition to working the regular day shift every day. During the general cleaning process, I have been directly involved in the cleaning. When I find that there are irregularities or incomplete cleaning, I not only point out the problem, but also redo the demonstration myself so that the same mistake does not happen to the same person twice. In this way, the new staff will adapt to the work quickly, and the old staff can not only do their job well, but they can also bring in any new staff members. In our daily service work, we almost always respond to requests. Answer customer questions, guide customers to open the door, guide customers to use the facilities in the room, etc., and even help customers shop at 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 high-quality services for the company's long-term development. Hope our labor will not be wasted.

7. While doing a good job in service, we should also do a good job in ideological work, so as to achieve unity and friendship, mutual help, and common progress.

Ideological work is the primary task of all work. Doing a good job in ideological work is half of the key work. In our small group on the second and third floors, how to achieve appropriate unity and give full play to the overall role of the small group. This work is a long-term and daily one. Our staff are constantly changing and the structure is constantly being adjusted. The content of ideological work is constantly changing. Understand their personality, speech style, and living conditions in daily work, so as to prescribe the right medicine. We always use the company's investment as a guide, the company's future development scale as the goal, the current global economic situation as an example to talk about the difficulty of employment, good development prospects, and the company's benefits are the benefits of our own people. Enable staff to have a deep understanding of their thoughts and devote themselves to their work seriously.

8. Perform duties effectively and conscientiously complete other tasks assigned by superiors

We always complete all tasks assigned by the manager to the letter.

Of course, we also report the staff’s requirements and wishes to our superiors in a timely manner. I believe that only when employees are satisfied from the bottom of their hearts can they devote themselves more enthusiastically to their work. Only when staff face customers with physical and mental joy can customers truly feel at home.

Today, under the correct guidance of the leaders at both levels and the joint efforts of everyone, the second and third floors received 100% foreign customers, sold guest rooms, and achieved an economic income of 1.0 yuan. There are certain economic benefits, but they are still far from the leaders’ expectations. In the first half of 2019, I will spare no effort to lead my colleagues to make persistent efforts to improve our service quality, improve our service standards, and comprehensively improve the company. benefit. Create a new situation in service work. Summary of the work of the hotel foreman in the first half of 2019 (2)

In the blink of an eye, I have been working in the company for more than x years. According to the work arrangement of the company manager, I am mainly responsible for the daily operation of the restaurant floor and the training of the department. Now Make a summary report on the work in the first half of 2019, and give a brief overview of the work plans for the second half of 2019.

1. On-site management of the hall

1. Etiquette and politeness require repeated practice at regular meetings every day. Employees must use polite words when meeting guests, especially the front desk cashier and area attendant service personnel are required to do so. Responding to every call, requiring etiquette and politeness to be applied to every bit of work, employees supervise each other and make progress together.

2. Insist on inspection of appearance before work. Those whose appearance is unsatisfactory must be sorted out before they can take up the job. If appearance problems are found on the job, they should be corrected immediately. Supervise the use of guest etiquette and politeness, and cultivate employee development. A good attitude.

3. Strictly focus on job positioning and service awareness, improve service efficiency, and make reasonable deployment of service personnel during peak dining periods, with the foreman or assistant as the center to support busy areas at any time, and other personnel Everyone should take their own responsibilities, clarify their respective work contents, and carry out division of labor and cooperation.

4. Promote efficient service and require employees to serve guests immediately as long as there are guests in need.

5. Item management From large items to small items, whether it is damaged by customers or natural damage, everything must be done in a systematic and well-documented manner, with someone to implement it, someone to supervise, and someone to follow up. A single person, a summary.

6. In sanitation management public areas, cleaning staff are required to clean immediately when they see foreign objects or dirt. Hygiene requirements in each area require that the surface of the sofa, its surroundings, the dining table, and the floor should be dust-free and water-stained, and should be placed neatly and without tilt.

7. During the meal period, due to the high concentration of customers arriving at the store, customers often queue up and become impatient. At this time, the foreman and team leader need to be prepared for the reception before the reception peak to reduce the waiting time for guests. At the same time, they should also pay attention to the table positions to ensure that they are correct. Do a good job in explaining, shorten the waiting time, carefully receive each table of guests, and be busy but not chaotic.

8. The buffet is a new project in the restaurant. In order to further improve the quality of the buffet service, the "Buffet Service Overall Practical Plan" was formulated to further standardize the operating procedures and service standards of the buffet service. .

9. Establish a restaurant case collection system to reduce the chance of customer complaints and collect complaints from restaurant customers about service quality and other aspects as an important basis for improving daily management and service. All restaurant staff will review the collected cases Analyze and summarize, and come up with solutions to problems to make daily services more targeted and reduce the chance of customer complaints.

2. Daily management of employees

1. As an important part of the restaurant staff, whether new employees can quickly integrate into the team and adjust their transformation mentality will directly affect service quality and team building. . Special training is carried out based on the characteristics and onboarding situation of new employees. The purpose is to adjust the mentality of new employees, face up to role transformation, and understand the characteristics of the catering industry. It can make new employees fully mentally prepared, alleviate the dissatisfaction caused by the incompatibility of role changes, and speed up the pace of integrating into the catering team.

2. Pay attention to the growth of employees, always pay attention to the mentality of employees, require them to maintain good working conditions, organize employees to study from time to time, and assess employees, check the effectiveness of training, and discover deficiencies in a timely manner Make up for it and improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work situation, and find and solve problems.

3. Strengthen training based on actual work conditions in order to improve work efficiency and make management more standardized and effective. It was analyzed in the form of daily restaurant case analysis, so that the staff had a new understanding and understanding of daily services, and formed a consensus on daily service awareness.

3. Shortcomings in the work

1. The work process is not detailed enough, the work arrangement is unreasonable, and when there is a lot of work, the priorities are not very clear.

2. There is a lack of communication between departments, and problems are often discovered only after something goes wrong.

3. There are not many interactive links in the training process, which reduces the vitality and vitality.

IV. Work plan for the second half of 2019

1. Do a good job in internal personnel management, and ensure strict management systems and clear division of labor.

2. Based on the existing regular meetings, further deepen the content of the regular meetings, improve the depth and breadth of the discussions, and build the service quality seminar into a communication platform for all service personnel to learn from each other, learn from each other, and share Service experience, stimulate ideas.

3. We will innovate and improve services based on the existing service standards, focus on service details and humanized services, improve the qualifications of service personnel, improve the salary assessment and treatment standards of waiters, and strengthen daily Service, establish a high-quality service window, create service highlights, and innovate service brands on the basis of the brand.

4. Responsibilities for item management should be assigned to one person, and there are rules to follow, well-documented, someone to implement and someone to supervise.

5. Increase efforts to maintain member customers.

5. Planning for the overall management and operation of the restaurant

1. Strict management system and employment training system, clearly define job assessment levels, enhance employees’ awareness of competition, and improve personal quality and work efficiency .

2. Enhance employees’ efficiency awareness, strengthen cost control, and save expenses. Train employees to develop good conservation habits, use water and electricity rationally, etc., detect waste, stop it in a timely manner and strictly implement relevant penalty systems.

3. Strengthen the coordination relationship between departments.

4. Pay attention to food safety and hygiene, and do a good job in various safety management.

5. Carry out multi-channel publicity and promotional activities and cooperate with surrounding companies to increase membership rates. Summary of the work of the hotel foreman in the first half of 2019 (3)

The new half of the year is coming, and the busy first half of the year is about to pass. Looking back on the first half of 2019, we have both gains and losses in our work. Regardless of gains and losses, we will usher in a new page.

Looking forward to the second half of 2019, we will learn from previous experiences and gradually improve our work system and management system. Taking the professionalism of our employees to a higher level. Ensure the stable, normal, healthy and orderly development of the health environment in the public area in the first half of 2019.

1. Strengthen employee quality education and cultivate hotel professionals

1. Most of our xx cleaning employees are from rural areas, and they are older and have low cultural quality. But his thoughts are simple and his temperament is upright. Don't be afraid of hardship when doing things, and don't be afraid of getting dirty. In order to improve the cultural quality of cleaning staff, we must formulate certain training plans and practical guidelines to correctly guide them to become qualified service personnel in the hotel. We not only need a complete management system to restrain them, but also a feasible plan to train them in a planned way. Employees with particularly eccentric personalities should be guided and resolutely prevented from bringing bad habits developed at home into the hotel. Through continuous guidance and education, they can effectively improve their ideological and personal cultivation. Lay the foundation for high-quality hotel services.

2. The vast majority of new employees do not understand the work of XX. "Whether the hotel is hygienic or not depends entirely on whether XX is done or not." The XX department has always been the top priority in star-rated hotels. It seems to be an ordinary job, but it plays a key role in the star rating process. The quality of the sanitary environment can directly affect customers' impression of the hotel. XX employee is a beautician in the hotel and a leader in the front line. The responsibility is great and the task is difficult. It not only provides customers with a comfortable, elegant, neat and clean living environment, but also creates a good working environment for hotel employees.

3. As beauticians and leaders, we should start from ourselves. First of all, employees are required to be able to use various tools skillfully and flexibly to perform reasonable and professional maintenance on floors, walls, and furniture made of various materials. Reasonable and professional maintenance can increase the smoothness of the material and extend its service life, while also reducing the hotel's cost of replacing the material. In order to make each employee become a popular and professional technical talent, employees are usually trained using theory combined with practice, and drills and guidance are conducted in remote blind spots. Regularly arrange some skill competitions and reward the outstanding ones. At the same time, increase communication, absorb feasible, portable and practical solutions, and improve the speed and quality of the operation process.

2. Make reasonable arrangements according to talents to ensure quality

1. Currently, the cleaning department is managed by the front office, with a total of 9 people.

Foreman: 1 technician: 1 xx waiter: 7.

Mainly responsible areas: peripheral parking lots, green belts, driveways, lobby areas, bathrooms, elevators, elevator halls and rear passages and corridors. The staffing table is as follows:

Note: One technician is mainly responsible for lobby cleaning, carpet cleaning, peripheral pool cleaning, high-altitude operations, etc. There is also a xx waiter to make flexible arrangements.

2. The xx waiters are all locals, but they have different personalities. It can be roughly divided into the following three categories: impatient, chronic, and lazy. Chronic people are generally fixed in a certain area, because such employees are careful, methodical, emotionally stable, and can abide by the hotel's rules and regulations well. There will be no negative impact on the hotel. Impatient people are more mobile and flexible. Generally competent at planned tasks. Including emergencies. Lazy employees should strengthen education, supervision, and guidance to give them more opportunities to grow, adapt, and develop, gradually cultivate their interest in work, and increase their speed at work.

3. At present, the traditional high-pressure policy has lost its effect. Only humanized management combined with personalized management can retain old employees. Old employees have always been part of the stable development of the company, and the quality of the old employees directly affects the thinking of new employees. The old employees of our hotel are relatively pure and kind-hearted, so it is easy for them to get along with new employees and help them adapt, get started, and get involved in work faster. Foremen should strengthen communication, understanding and care for employees.

Attention should be paid to their clothing, transportation, housing and food. Labor insurance and welfare must be implemented in a timely manner, and those who need to apply should apply immediately. Ask for their opinions during regular meetings. If you apply due to illness or business, you can flexibly adjust shifts and try to put their rest together. When employees encounter problems, they should be solved promptly. Stabilize department employees, prevent personnel turnover, and ensure normal work. During work operations, make sure everything is safe.

3. Smart consumables management and control in Bingzhi Weapon Equipment Maintenance Store

1. "It is difficult for a clever woman to make a meal without rice". Tool maintenance and equipment maintenance are things that xx employees must learn and often do. Work. Tools are the rice in the hands of xx employees, and machines and equipment are the weapons in the hands of xx technicians. How can we meet daily maintenance without rice? How can we fight against dirt and contamination without machines. Proper maintenance can extend the service life of tools and machines, thereby reducing costs without affecting daily normal maintenance. Due to the poor maintenance of the machine in the early stage, the manufacturer was not even contacted for regular maintenance, which seriously weakened the optimal function and service life of the machine. Through careful maintenance in the later period, and after lubricating and clearing parts of the machine's transmission pumps, it gradually ran normally. There are currently no major failures in operation. After the xx waiter uses the tools correctly, the tools must be cleaned and returned to the warehouse. Including the rags and buckets that are usually used, there are also good improvements now.

2. For consumables, record books, regular inventory lists for potions, and daily consumption records of toilet paper and roll paper have been added to the previous ones to control the consumption trends of consumables in a timely manner. The major daily potions used are neutral potion, 84 disinfectant, air cleaner, and laundry detergent. Daily necessities are mainly garbage bags and toilet paper. Since the staff bathroom of our hotel is still under renovation, according to hotel regulations, 5F is temporarily designated for employees to use the toilet when there are no meetings. However, the quality of employees is low and they often do not take care of paper, resulting in a large amount of paper consumables. In order to control consumables, when there is no meeting, we remove the 5F paper towels, and the remaining 1/3 of the roll paper will be placed on 5F for continued use. In order to control consumables, we must eliminate waste, strictly prevent theft, and make rational use of materials.

4. Unite and uphold our homeland and work together to create cleanliness

1. Unity, pragmatism, initiative, responsibility, and efficiency are our standards of conduct in 2019. Our xx still has many shortcomings that need to be improved and improved. In the early stage, the hotel had no foreman and xx waiters were also short-staffed. Without a foreman and manpower, the sanitary conditions are very poor. The xx waiter lacks hygiene skills and even applies some bad habits at home to the hotel. The xx waiter is also very lazy, has no enthusiasm for taking the initiative to face the work, is aimless, does not understand the normal operating procedures, and does not understand the application of various potions.

2. The areas with extremely poor sanitary conditions are the lobby, which has a serious alkaline return phenomenon. There is dust left over from construction on the walls, construction waste remains on the baseboards, the bathroom has a strong odor and there is a lot of scale and dirt on the sanitary ware. etc., leaving customers with a poor impression of the environment. Through the joint efforts of xx employees and 3-4 months of hard work, there has finally been a big change. But there are some details that we haven't done enough. The daily maintenance process needs to be improved, and the plan is not well executed. Therefore, it is necessary to strengthen supervision and inspections and increase the frequency of cycle maintenance. In the second half of 2019, our xx department will strive to reach a higher level based on the first half of 2019.

The creation of a beautiful home requires the joint care and attention of you, me, and him/her. It requires coordination with leaders of other hotel departments to focus on management, and it requires mutual respect, understanding, and care for the fruits of each other's labor. Let us hold hands together for a better tomorrow and for the great home of Xingang. Each of our employees should work together to leave a beautiful, clean and comfortable environment in the hearts of customers, so that customers can truly enjoy a home away from home trip. Summary of the work of the hotel foreman in the first half of 2019 (4)

Profitability of a company is the first goal and the only guarantee for the company's survival. The work of a department must also focus on the central work of the company. . As a service department, the housekeeping department is our first priority to provide guests with a clean, quiet, comfortable and warm resting environment, but at the same time we are also responsible for generating revenue and reducing expenses for the company.

In the past six months, through the joint efforts of all employees and department managers, the parts with operating indicators have completed the tasks assigned to us by the leaders of the villa at last year's work meeting. While working hard to generate income, we also do not forget to save. The department carries out the saving work throughout the year, and does its best to reduce costs while ensuring the quality of work and not affecting customer service. We are fully aware of every penny saved. The money is the group's profits.

1. I have completed the following tasks

1. Learn and standardize the service terminology of the position, and strive to improve the quality of customer service.

In order to reflect the professionalism of hotel staff, in view of my unfamiliarity and irregularity with the service terms of each position, I learned the position among my colleagues and in the training of the manager in charge of the guest rooms of the group. I keep the essence and remove the roughness of the service terms, and then absorb them for use as my language guide for communicating with guests. Since I started standardizing my service terms, my communication with customers has improved significantly. So in any period of work, the most important thing is persistence, reviewing the past and learning new things. I will increase the intensity of learning and application of this.

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

The guest room department is the company's main revenue-generating department, and its costs are also very high. Based on the idea that saving is creating profits, my colleagues and I start from ourselves, start from scratch, and eliminate All waste phenomena are mainly manifested in:

① Recycle disposable low-value consumables for guests, such as toothpaste, which can be used as a detergent.

② It is required to turn off the aisle lights on the check-out floor every morning and turn them on after six o'clock in the night shift; unplug the power card after checking out; if the room is implemented in this way day after day, it can be The company saves a lot of electricity bills.

3. In order to do a good job in the sanitation and service of the guest rooms, the leaders often assess and evaluate our room cleaning skills and ward rounds.

From this, we found out whether there were any non-standard and unscientific problems in our operations. In response to the existing problems, the district leaders and above held a special meeting to analyze the existing problems, retrain the employees, and correct them. Bad operating habits of employees. We also used the off-season to practice continuously and carefully cleaned and inspected each room. Through the assessment, we achieved certain results. The hygiene quality of the rooms was improved and the number of overtime during ward rounds was reduced.

4. The leaders adopted centralized training, special training, individual guidance training and other methods for employees, which greatly improved employees’ hotel awareness, further deepened the service concept, and made employees consciously take a smile.

We have a clear understanding of what personalized service is, from sensibility to rationality, and the entire group has formed a good atmosphere of "all work is to satisfy guests." This deepens employees' comprehensive review and improvement of early job training, department training, and team training from theory to practice.

2. Due to various reasons, there are some problems in my work

1. It is easy to bring personal emotions to work. When I am happy, I am enthusiastic and thoughtful, and when I am unhappy, I am cautious. If you are negligent, try your best to overcome this situation at work in the future, and truly establish in your mind the consciousness that customers are God.

2. The cleanliness of rooms and public areas needs to be further improved.

3. The service standards of each position need to be further strengthened.

4. The facility and equipment maintenance plan has not been implemented in place.

5. Due to lack of consideration when handing over the class, I thought that small problems did not need to be handed over clearly, which led to the occurrence of problems of this kind. The school does not know that small things can easily lead to big mistakes. We must take strict precautions in the future to avoid mistakes. .

3. Regarding the second half of the year, my plan is:

1. Do every job carefully every day.

2. Refine service measures to improve guest satisfaction.

3. Strengthen education and training and enhance the quality of the workforce.

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

5. Strengthen marketing and continuously adjust the customer source structure.

6. Do a good job in sales to door-to-door individual customers.

7. Make reasonable reservations during peak seasons to maximize sales.

8. Standardize the message service to make guests feel our professional management level and hotel service level.

9. Learn more other things and enrich yourself.

Practice proves, yes? As market competition intensifies, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we should first innovate concepts, promptly adjust business strategies and policies, optimize and design our own products, make strategies innovative and changeable, and operate policies according to different seasons. Only by constantly flexibly innovating and innovating can the guest room occupancy rate continue to maintain a high level under the severe situation.

In the coming second half of 2019, we will set sail again and embark on a new journey. I will hold myself to higher standards and work hard to create new benefits for the company.

Finally, I hope that by the end of the second half of the year, everyone will step onto a new level and reach a higher level. Thank you!