Self-examination report on hotel foreman's work reflection

1. Hotel foreman's work reflection and self-inspection report

I have been working in _ _ _ _ _ _ _ Hotel since October, 20 _ _ _/Kloc-0, and it has been nearly a whole year. Looking back suddenly, I was filled with emotion. Over the past year, under the cordial care and training of hotel leaders at all levels, I have grown rapidly, my thoughts have matured day by day, my business level has been continuously improved, and my comprehensive quality has reached a new level. Especially after being appointed as the head waiter of the western restaurant by the hotel in August, I got a better all-round exercise. Responsibility is more important than Mount Tai. Everything urges me to constantly learn and master new knowledge, innovate management methods, strengthen communication and coordination with employees and colleagues, conduct self-examination and self-correction of new problems in my work, strive to nip problems and complaints in the bud, and resolutely prevent things from escalating. Consciously support and support the principles and decisions of hotels and departments, actively guide employees' thoughts, and implement the relevant instructions of hotel leaders.

Looking back over the past 20 years, I have mainly done the following work:

First, keep learning new knowledge and try to adapt to the new environment.

Yuan Jun Huatian Hotel is a gathering place for talents and elites. Faced with all kinds of pressures and challenges, I strive to learn all kinds of knowledge and catch up with others in the spirit of seizing every minute. The main methods are: 1, and humbly ask senior employees and leaders. 2. Find breakthrough points in repetitive work, pay attention to details, study existing problems, and try to figure out the psychology of guests. For example, when Andritz checked into the hotel, after the first service, I used a notebook to record a guest's preferences, including favorite food, drinks, habits, etc., so as to provide targeted services in future services. 3, through professional books and online access to relevant information, understand the cutting-edge knowledge. 4, according to the experience and knowledge, combined with the situation of western restaurants, according to the actual needs of Huaihua guests, adjust the details.

Second, innovate management methods and pay attention to employees' psychology.

How to manage, give full play to and unite this team has become the most urgent problem for me to take up the grass-roots management position for the first time. The manager's management method is related to the Excellence of the whole team, and also highlights the manager's own ability to control the overall situation and personality charm. I pay attention to the following aspects in my daily management work: 1, trying to break the system and mechanism that is not conducive to team development and business level improvement. 2. Pay attention to the interests and specialties of employees, and try to arrange suitable jobs for employees to achieve the goal of giving full play to their talents. 3. Pay attention to employees' suggestions and opinions on work and adopt reasonable suggestions. 4. Understand the psychological dynamics of employees through chatting at rest, actively guide employees' thoughts and motivate employees to make progress. Analyze a series of problems and contradictions faced by employees to promote the healthy development of body and mind.

Third, strengthen detail service to achieve perfect standards.

The truth that details determine success or failure has been fully proved in practice. Some hotel practitioners think that great things can be achieved without constraints, but on the contrary, the particularity of the hotel industry requires practitioners to have a good attitude and be more diligent. Therefore, the service personnel must have keen insight, think what the guests think, do what the guests do, and let the guests enjoy the value-added service with professional standards.

However, it is quite difficult to do this. However, we should try our best to do it well. My personal approach in this regard is: 1. By paying attention to the guest's manners, judging the guest's needs and providing personalized service, what we should pay attention to here is the guest's tone, expression and action. 2, careful service, every gesture, smile should strive for perfection, presented to the guests is a beautiful enjoyment. 3. Cultivate employees' attention to details in life and work. In particular, it is good for both public and private interests to clearly point out and correct the mistakes that occur in the process of employees' direct service to customers, so that employees can develop good habits. 4, we must strictly establish the concept of perfection, absolutely can't have the idea that the more the better, this is not forcing employees to reach the perfect standard, this is unrealistic, here refers to asking employees to pursue perfection as the goal and make unremitting efforts!

Frankly speaking, I have made some achievements this year, but there are also many shortcomings and deficiencies, such as my lack of strength in the management process, too humanization and so on, which all indicate that my management level needs to be improved. In the next step, I will gradually strengthen the implementation, restrain myself and my employees and colleagues with stricter standards, and constantly improve my cultural knowledge and social common sense.

In the past 20 years, every progress and honor I have made is inseparable from the help of hotel and department leaders and the strong support of my colleagues. Thank you for your cultivation and love, and thank you for your affirmation and concern.

Looking back, I feel that the years are eventful; Looking forward to the future, the cause is inspiring! A new year, a new starting point, with the concern of leaders and colleagues as always, I will make persistent efforts, bravely climb the peak, live up to expectations, and make my own contribution to building Yuan Jun Huatian into an aircraft carrier of the hotel industry in southwest China.

2. Hotel foreman work reflection self-examination report

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. 1. 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 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 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.

There has been a vivid understanding of what personalized service is. From sensibility to rationality, the whole group has formed a good atmosphere in which 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.

Second, 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.

Three, 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.

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