Selected personal work summary of the head waiter in hotel housekeeping department

Time flies, and it's the end of the year, and I'm about to start my work for the next year. Must be a lot of feelings. Have you finished writing your work summary? The following is a summary of the personal work of the head waiter in the hotel housekeeping department, which I compiled for you, for reference only. Welcome to read this article.

Summary and Selection of Personal Work of Head Waiter in Hotel Housekeeping Department (1) 20xx has become history, and we will usher in a brand-new year. In order to create a good situation in 20xx and make some progress compared with 20xx, we should take precautions, sum up the work experience of 20xx, learn lessons and promote the work next year.

In 20xx, my housekeeping department did some work:

First of all, 20xx was a busy year for the housekeeping department as a whole.

First of all, do a good job in daily service management, often go to the scene, point out problems in time and conduct training to ensure the quality of customer service, conduct a comprehensive inspection of the cleanliness of guest rooms, timely check the cleanliness of public areas, reasonably arrange planned sanitation, and do a good job in the maintenance of facilities and equipment.

Secondly, in 20xx, the engineering maintenance of the housekeeping department area will be counted and maintained at any time. Some maintenance problems are slow, and there are still problems left over. Therefore, in the year of 20xx, it is planned to record the engineering maintenance of each area in detail in the department's engineering history file, so as to facilitate the follow-up tracking of the room maintenance and archiving.

Two, standardize the terms of service of each district and post, improve the quality of customer service.

In order to reflect the professional quality of hotel service personnel, in the first half of the year, we made corresponding requirements for our employees, such as courtesy and gfd. After a period of time, due to various reasons, many employees relaxed in this respect, did not have high requirements for themselves, and did not persist. This is also a pity, but the good thing is to persist, and we will increase training and supervision.

Third, in order to ensure the quality of the guest room, the practical skills were assessed.

The overall effect is good, and it has been obviously improved after on-site guidance. It is necessary to strengthen the training of practical skills in 20xx years.

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

Housekeeping department is the main revenue-generating department of our hotel and the department with the highest hotel cost. Based on the idea that saving is to create profits, we should start from ourselves and put an end to all waste, mainly as follows:

1, the department has been asking employees to insist on recycling disposable low-value consumables for customers.

2. Ask the waiter to turn off all power when making the room, check and unplug the power card after checking out, and so on.

Don't use tap water when taking a bath. This way, day after day, it saves a lot of water and electricity for the hotel.

Five, adhere to the department assessment work, and strive to create a good working atmosphere for employees.

Select an excellent employee every month, stimulate the enthusiasm of employees, fully mobilize the initiative, consciousness and purpose of employees, thus forming a benign competition situation that encourages the advanced and spurs the backward, and avoiding doing well and doing poorly.

Six, 20xx years will strengthen the systematic training of employees.

The loss of department personnel has led to an increase in your contribution to our department. We should first improve the service quality from new employees. To make new employees have higher service awareness and skills, it is necessary to train new employees systematically, which requires a lot of efforts from our managers at all levels, and this work will also become a focus of our department's work next year.

Constantly enrich themselves, improve their comprehensive potential, increase the training of department employees, ensure the quality and hygiene of room service, raise the overall level of rooms to a higher level, strengthen job rotation training, cultivate all-rounders in the department, and avoid the loss of employees affecting the normal operation of the department.

Based on the power failure of the hotel for many times in 20xx years, relevant emergency plans will be made and employees will be trained to avoid accidents in emergencies.

Seven, their own problems

1, communication between colleagues and departments is insufficient.

We are not cautious about all kinds of transactions.

3, the training, layout, arrangement of things to check enough.

We firmly believe that under the wise decision of the head office and hotel leaders and the spirit of sincere unity of hotel managers, we will unite all the staff and work hard with Qixin. We firmly believe that we can do better next year. Let's unite, forge ahead, innovate, and work hard to build a business hotel tomorrow!

Summary and Selection of Personal Work of Head Waiter in Hotel Housekeeping Department (2) 20xx is the first year of our xx hotel's official business. The leaders and employees of all departments worked hard, and the hotel gradually moved towards the normal operation track, with an annual income of over 100 million and passed the national five-star evaluation. On this occasion, 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:

(1) Strictly control the hygiene and 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 gave the staff the xx room on the third floor. Let each employee regularly clean the room he keeps. Through repeated inspection and supervision, the sanitary quality from xF to xF has been obviously improved. X months later, I changed my 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, it is mainly

There are the following aspects:

(1) Receiving and washing guest 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 to foreign guests can be seen from the recent reception of foreign guests by the 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 work flow 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. I believe it can do better in 20xx.

Summary and selection of the personal work of the head waiter of the hotel housekeeping department (3) It has been almost a year since xx International Hotel was opened from land reclamation to trial operation and then officially opened. In this year's work, I would like to thank leaders at all levels and colleagues for their guidance and concern, so that I have learned a lot of valuable things, so that I can constantly improve myself and improve my ability to do things in my usual work.

As the head waiter of the housekeeping department, in the new environment, all the work is started from scratch, and many things are groped while doing, so as to be comfortable in the work. I know I'm playing a connecting role and coordinating the left and right. What I do every day is also trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the daily work of the supervisor, which requires us to have a strong sense of work, a correct attitude, rapid work efficiency and comprehensive efforts.

My daily duties are:

1, execute the instructions given by the supervisor and manage the employees.

2. Supervise the staff to serve the guests, organize the on-site deployment of staff, and ensure the service quality.

3. Check the gfd, courtesy and working attitude of the subordinate employees, and lead the subordinate employees to do a good job of sanitation and cleaning, and strictly record the attendance of the employees in this class.

4. Hold a daily briefing to convey the instructions and notices of various departments, summarize the work situation and matters needing attention of the previous shift, and put forward the service requirements of each position.

5. Regularly check the equipment and facilities in the area to ensure that the facilities and equipment in the business area are in good condition.

Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes mistakes are inevitable in my work, and I will take a warning from the problems that arise. If I want to get good grades, I must be self-reliant and redouble my efforts. I always believe that speaking by strength is better than luck. The smooth development of the usual work can not be separated from the concern of hotel leaders and the support of colleagues. The hotel is a big family, and its achievements have been achieved through the joint efforts of Qi Xin. The new year is a new starting point, and past achievements have become history. In the future work, we will make persistent efforts to do our part for the bright future of the hotel.

Summary and Selection of Personal Work of Head Waiter in Hotel Housekeeping Department (IV) Time flies, time flies, 20xx has quietly come to us inadvertently, and there have been many gains and experiences in the past year. 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 among the many shortcomings I have found this year, and the most urgent need for improvement. In my future work, I will always take a warning, 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 also be a year of opportunities and challenges. The work of the department closely revolves around the five standards. While trying to complete the business indicators issued by the hotel, 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. In short, as the head waiter of the hotel housekeeping department, I will try my best to cooperate with the department manager in my future work. Do a good job in all the work of this department, and contribute to the hotel's service level, management level, training level, quality inspection, enhancing the cohesion of employees, improving the basic quality of employees and implementing the "five constructions"!

Summary and Selection of Personal Work of the Head Attendant in Hotel Housekeeping Department (V) In 20xx years, under the correct leadership of the leaders and with the active support and great help of colleagues, he performed the duties of the floor foreman well and successfully completed the work tasks, which was well received 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 10 was notified to go to work, in order to put the new guest room into use one day earlier, we have overcome many difficulties and carried forward the spirit of not being afraid of hardship and fatigue. On the basis of completing our own work, we have worked overtime every day and fought continuously, and completed the indoor and outdoor sanitation work of cleaning, placing and decorating the old and new furniture in a short time, ensuring the decoration and timely rental of the guest room.

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 development 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 leaders of the second and third floors and the joint efforts of everyone, * * * has 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 20xx, I will spare no effort to lead my colleagues to make persistent efforts, do a good job in our service quality, improve our service level and upgrade the company in an all-round way. Create a new situation in service work.

Looking back on this year's work, with the support and help of leaders and colleagues, I have been strict with myself and completed the work well according to the requirements of the hotel. Through one year's study and exploration, my work style has changed greatly and my work quality has also improved. The work in the past year is summarized as follows:

I. Daily management work

The floor foreman is no stranger to me, but xx 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. Last 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.

Second, strengthen self-study and improve professional level.

Although my post is only a foreman, there is still a certain distance from Excellence, so I have never dared to take it lightly and learn from books, leaders and colleagues. So I think I have made some progress in the past year, 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.

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 shortcomings, which are mainly manifested as follows: First, I have only been working in xx for more than a year, and many jobs are groping while doing, 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. Work plan for next year

1, actively and seriously cooperate with the supervisor to do the daily management of the floor.

2, strengthen learning, expand knowledge, learn from the advantages and disadvantages of the same industry, flexible use of their own practical work, optimize the quality of work.

3, strengthen the inspection and maintenance of facilities and equipment, in the process of use to give guests a harmonious and comfortable feeling.

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

6, strengthen energy-saving inspection, usually tell the waiter about energy-saving awareness, and strive to do the second inspection into the room.

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.