Hotel PA work summary

Hotel PA work summary

A summary is a written material that reviews, analyzes and evaluates the study or work at a certain stage afterwards. It is a good way to increase talents. , for which we are asked to write a summary. Have you decided how to write the summary? The following is a summary of hotel PA work that I have collected for everyone. It is for reference only. Let’s take a look.

Hotel PA Work Summary 1

Since 20xx, with the support of the leadership and the close cooperation of all colleagues, we have been dedicated to our jobs, fulfilled our duties, have a pragmatic style, firm thoughts, and better Completed one's own job and other tasks assigned by the leader effectively. Under the careful arrangements of the hotel's senior leaders, our xx hotel successfully passed the final evaluation of a five-star hotel by the National Tourism Administration and passed the annual review of the "leading" organization of world-class hotels. This year is an extraordinary year for our xx Hotel, and it is also a milestone in the development of xx Hotel.

In this year, although our PA department has achieved certain results, we also found that the work plan is not very complete. For example, the training effect for the outsourcing company's employees is not satisfactory, and the implementation of the work plan is not in place. There is a high turnover of personnel, etc., which requires continuous improvement at work. Although there are so many shortcomings, our PA department will definitely work harder and be stricter on ourselves to meet the hotel's requirements. In the next stage, we will strictly implement the work in accordance with the weekly plan, monthly plan, and quarterly plan, so that the daily work of our department can be carried out in an orderly manner. Summary of the main work content of the PA Department in 20xx:

(1) Complete the training for the management of the outsourcing company, with a total of 68 trainings throughout the year, reaching 4 times per month, with no less than three people participating each time. The cumulative teaching hours per person has reached 2 hours.

(2) Complete the improvement of peripheral greening and the maintenance and replacement of indoor green plants and atrium plants. Pruning of greenery, watering and spreading grass seeds for plants in hot weather, etc.

(3) Follow up the monthly hotel reception arrangements, and follow up on sanitation, crystal surface maintenance, carpet cleaning and other work to provide guests with a clean and comfortable environment

(4) The pest control company conducts comprehensive disinfection on the guest room floors every Monday and all public areas of the hotel every Wednesday.

(5) Complete carpet cleaning in banquet halls, Chinese restaurants, lobby bars, guest rooms, etc.

(6) Complete the marble crystal surface maintenance and marble jointing and repair in the guest room lobby, club lobby, Chinese restaurant, fitness and other areas.

(7) Complete the weekly cleaning of regional high-mounted lamps and window glass scraping. The Tianji Club is cleaned, and the guest toilets are cleaned every Sunday.

(8) Prevention and control of pests and diseases of ornamental koi, and water quality treatment.

(9) Continuous learning and innovation in the flower room work have improved the flower arrangement technology to meet the requirements of five-star hotels. At the same time, the cost has been reduced, and high-standard flower arrangements have been made at low costs.

(10) In order to control costs more effectively, our department analyzed the costs in 20xx and 20xx: Details of flower house expenses in 20xx (unit/yuan).

(11) In order to reduce the loss of department employees, our department has made statistics on the department’s employees who resigned in 20xx:

(12) In order to effectively save the department Costs (mainly contract payments) Our department has made the following analysis of department costs in 20xx and 20xx: Details of monthly contract expenses in 20xx (unit/yuan). Hotel PA Work Summary 2

In 20xx, according to the "Inspection, Arrangement, and Construction" activity plan for the detailed management of the building, in order to solidly and effectively promote the in-depth development of the "Management Innovation Year" activities, combined with the actual situation of the department, Did the following work.

1. Basic situation

According to the unified requirements of the building, meetings are held to convey the spirit and formulate activity plans based on actual conditions. Carry out comprehensive activities.

At present, more than ten problems have been investigated, mainly due to employees being distracted and not taking their work seriously during their employment. Through ideological education and improving the system, the problem can be fundamentally solved.

2. Development situation

Based on the actual situation of the department, the problems will be investigated from the following aspects

1. System aspect

The PA department is One of the newly established departments after the building was renovated and renovated, it is mainly responsible for the regular cleaning and maintenance of all public areas in the building as well as marble and carpets, so that every customer who enters the building has a fresh and beautiful feeling.

Although the cleaning and maintenance work in public areas cannot directly produce economic benefits, this work attracts everyone's attention, is demanding, has a great impact, and plays a role that cannot be ignored in embodying the value of the hotel's main products. The public area is different from the guest rooms and restaurants. The decoration and layout of each area are quite different. The passenger flow characteristics are different and difficult to control. The scope is wide and the areas are scattered. The cleaning and maintenance work is demanding and involves a wide range of areas. This requires Some sanitary corners should be cleaned periodically. We have accordingly formulated some weekly plans, monthly plans, quarterly plans, annual plans, etc. According to these plans, our work proceeds in an orderly manner.

2. Management

At the beginning of the year, the business target assigned to us by the group company was to balance revenue and expenditure. In 20xx, the bureau made up for our losses of 3.79 million. This year, we are required to To achieve a turnover of 15 million yuan, as our department building, we are only given a loss control target, but as building people, we must consider the building's interests and work hard on cost control and external revenue generation. Hotel PA Work Summary 3

Since 20xx, with the support of the leadership and the close cooperation of all colleagues, I have been dedicated to my job, fulfilled my duties, have a pragmatic style, and have a firm mind, and have completed my own work and work well. Other tasks assigned by leaders. Under the careful arrangements of the hotel's senior leaders, our xxxx hotel successfully passed the final evaluation of a five-star hotel by the National Tourism Administration and passed the annual review of the "leading" organization of world-class hotels. This year is an extraordinary year for our xxxx hotel, and it is also a milestone in the development of xxxx hotel.

In this year, although our PA department has achieved certain results, we also found that the work plan is not very complete. For example, the training effect for the outsourcing company's employees is not satisfactory, and the implementation of the work plan is not in place. There is a high turnover of personnel, etc., which requires continuous improvement at work. Although there are so many shortcomings, our PA department will definitely work harder and be more strict with ourselves to meet the hotel's requirements. In the next stage, we will strictly implement the work in accordance with the weekly plan, monthly plan, and quarterly plan, so that the daily work of our department can be carried out in an orderly manner.

Summary of the main work content of the PA Department in 20xx:

(1) Complete the training for the management of the outsourcing company, with a total of 68 trainings throughout the year, up to 4 times a month, each time No less than three people participated, and each person’s cumulative teaching hours reached 2 hours.

(2) Complete the improvement of peripheral greening and the maintenance and replacement of indoor green plants and atrium plants. Pruning of greening, watering and spreading grass seeds for plants in hot weather, etc.

(3) Follow up on monthly hotel reception arrangements, and follow up on sanitation, crystal surface maintenance, carpet cleaning and other tasks to provide guests with a clean and comfortable environment

(4) The pest control company conducts comprehensive disinfection on the guest room floors every Monday and all public areas of the hotel every Wednesday.

(5) Complete carpet cleaning in banquet halls, Chinese restaurants, lobby bars, guest rooms, etc.

(6) Complete the marble crystal surface maintenance and marble jointing and repair in the guest room lobby, club lobby, Chinese restaurant, fitness and other areas.

(7) Complete weekly cleaning of regional high-mounted lamps and scraping of window glass. The Tianji Club is cleaned, and the guest toilets are cleaned every Sunday.

(8) Prevention and control of pests and diseases of ornamental koi, and water quality treatment.

(9) Continuous learning and innovation in the flower room work have improved the flower arrangement technology to meet the requirements of five-star hotels. At the same time, the cost has been reduced, and high-standard flower arrangements have been made at low costs. .

(10) In order to control costs more effectively, our department analyzed the costs in 20xx and 20xx:

Details of flower house expenses in 20xx: xxx (unit/ Yuan)

(11) In order to reduce the loss of department employees, our department conducted statistics on the department’s employees who resigned in 20xx:

(12) In order to effectively To save department costs (mainly contract payments), our department has made the following analysis of department costs in 20xx and 20xx:

Details of monthly contract expenses in 20xx: xxx (unit/yuan) Hotel PA work Summary 4

In the blink of an eye, 20xx is about to pass. Although in the past few days, we have created extraordinary achievements under the leadership of our leaders and with our own efforts and labor, the special topic of thought report but it It always belongs to the past. Now that we are about to welcome the new year, we need to work harder, let the sunshine shine in, and open up our own life!

Now let’s make a brief summary of this year’s work.

1. Improvement of business skills;

1. Special thanks to the department leaders for giving me the opportunity to study on a rotating basis from March to August this year. In this short six months I not only became familiar with the processes and responsibilities of the guest room and housekeeping center, but also learned a lot, which benefited me a lot and improved my business skills and my own quality.

2. In the past, I only had some understanding of the methods for dealing with various stains, the cleaning and maintenance of floor stones, and the cleaning and use of machine facilities and equipment, but in the past few days, under the guidance of superiors, Under the guidance of the leader, I have mastered it and can operate it smoothly.

3. I have never been exposed to landscaping work before, but in these days and practical work in PA, I have also learned a lot of greening management knowledge, but I still lack many: such as I will strengthen the arrangement and display of indoor flowers in the future, and continue to learn from other colleagues in my daily work to further master it.

2. Make a brief report on the work completed this year.

1. Complete the daily cleaning work of the East and West Buildings and the entire public area of ??the park;

2. Complete the high-altitude dust removal work of more than 2m in the East and West Buildings once a week;

3. Complete the weekly cleaning work of the east and west floor bathrooms;

4. Complete the weekly cleaning work of the bottom of all furniture;

5. Complete every weekly cleaning work Clean the oil on the ground and stone sculptures outside the private rooms in the garden once a week;

6. Complete the cleaning and vacuuming of the stone pillars in the lobby of the East and West Buildings once a week;

7. Complete Clean the glass inside and outside the lobby of the East and West Building once a week;

8. Complete the weekly cleaning of all spit buckets and large bowls in the East and West Building;

9. Complete Cleaning of spider webs in each public area;

10. Complete carpet cleaning in each area;

11. Complete glass cleaning in each public area;

12. Complete the cleaning and maintenance of the stone materials on the floors of the east and west buildings, villas, and SPA front desks;

13. Complete the monthly cleaning of street lights and walkway lights in the park, hotel guest rooms;

14. Complete various conference receptions and bathroom cleaning work;

15. Complete the treatment and cleaning of various stains in the main room of the apartment;

16. Complete D6 Building and the cleaning and waxing of wooden floors in the merchandise department;

17. Complete the cleaning of moss on the park’s heating pumps and elephant trash cans;

18. Complete the weekly east-west building, Cleaning of floor mats in villas and Building D6.

19. Complete the weekly cleaning and maintenance of the elevators in the West Building and Group F;

20. Complete daily attendance and monthly attendance verification.

21. Complete 3 crystallizations on the east floor stairs, 2 crystallizations on the west floor stairs, 1 crystallization time on the stairs outside the restaurant door, and 1 crystallization time on the stairs next to the bathroom on the first floor in the east.

22. Complete the cleaning of high-altitude spotlights in the east and west building bathrooms 2-3 times a month.

3. Control of material costs.

1. Distribute tools carefully every day and keep records. If borrowed by other departments, an IOU must be written. Check the tools in the workroom from time to time and remind employees to clean and maintain the tools at any time.

2. The control of material costs is an important task for every hotel. In the past, we often saw employees throwing away garbage bags when throwing away garbage. We continue to strengthen environmental awareness and reduce material costs. The park Small trucks are used when collecting garbage, and buckets are used to clean the bathrooms in the east and west buildings, and they are replaced every 7 to 10 days.

4. Personnel.

In the past, 7 people were needed to clean the campus loops and corridors. After a period of adjustment based on the actual workload of the employees, now only 5 people are needed and can complete the assigned tasks on time and in quantity. Work. In the past, the night shift required one foreman and two waiters. After a period of adjustment based on the actual workload of the employees, now only one foreman and one waiter are required to complete the planned sanitation and patrol each area. The quality of work has also improved. Some employees have been eliminated. Now everyone has a fixed position and a work flow chart for each position. Regular and irregular inspections are carried out. Only those who pass the health and quality inspection can leave work. Communicate frequently with employees to minimize personnel turnover so that service levels and business skills can be continuously improved.

5. Facilities and equipment.

1. Maintenance of facilities and equipment in the East and West Buildings is relatively frequent. For example, the toilets often have a lot of water, and each shift is required to strengthen inspections every day to ensure that they can be used normally.

2. The bathroom spotlights and light strips are also repaired more frequently, which directly affects the aesthetics of hygiene. The engineering department has a high maintenance rate, which also brings difficulties to them.

3. The window sill of the women's bathroom on the second floor on the west floor is leaking seriously, which poses a safety hazard. We have reported it to the engineering department many times. Diya Company has also come to deal with it but has not been able to solve it. We are now arranging the responsible person for this area. Employees will strengthen inspection and sanitation of this area.

6. Training.

The staff in the environmental department are a bit older and the training is more difficult. The training efficiency in the first half of the year was very low. However, after insisting on training before and after work and in actual work every day in the second half of the year, all staff have improved. Business skills and service awareness have improved.

7. Quality of health services.

Since the hotel’s public area is relatively wide and involves a wide range of things, the cleaning and maintenance of the hotel’s public area directly affects the guests’ first impression of the hotel. Guests and visitors People often stay in the public area to judge and use it as one of the standards for measuring the quality of the entire hotel.

In order to improve service awareness and sanitation quality, the park conducts regular and irregular inspections every day. Shifts are carefully handed over in the east and west buildings every day, and only those who pass the sanitation quality can get off work.

8. Shortcomings.

1. The planned sanitation is imperfect and the implementation is not strong enough.

2. The employees in the environment team lack cultural foundation and business skills, and training needs to be strengthened;

3. The management thinking ability is lacking and they cannot think about and find problems;

4. Employees lack enthusiasm, initiative, and adaptability;

5. Inaccurate goal positioning.

6. The apartment owner used the tableware after the meal, but the catering department failed to take it away in time.

9. Reasonable suggestions.

1. The department uses funds to purchase some gifts, organizes various skills competitions every month, and distributes them to employees with outstanding performance. This will not only increase the enthusiasm of employees but also improve business skills.

2. It is recommended to organize regular learning and training for managers.

As a PA foreman, I know that I have a heavy responsibility because employees’ lack of business skills and service awareness will directly bring inconvenience to their work. If we want to welcome more guests and repeat customers, we must take responsibility, use an optimistic attitude, and a positive work attitude to serve every guest at any time, regardless of department or between you and me. From the moment guests approach the hotel, they will feel as if they are going home, making every guest swear to stay at your hotel next time. Because not only was I approached here because of the beautiful scenery and unique decoration style, but also the service of the waiters made me feel like I was back at home.

Let us work together and use our actions to create brand hotels, build brand teams, and depict brand lives. The beauty of life lies in creation, and the brilliance of youth lies in hard work. We always believe that gaining experience in practice is the most precious wealth, and only in the face of challenges can we have vitality. Hotel PA work summary 5

1. I completed the following work this week:

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

The guest rooms are the most important this year My job was front-end decoration work. I and everyone overcame many difficulties and carried forward the spirit of not being afraid of hardship or tiredness. On the basis of completing my own job every day, I worked overtime and worked continuously, and completed the room in a short time. Cleaning, placing new and old furniture, and performing indoor and outdoor sanitation and cleaning work in the early, middle and late stages of decoration ensure that guest rooms are decorated and rented out in a timely manner, making our contribution to increasing the hotel's income.

2. 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 the staff engaged in guest rooms, since I came to the hotel, I have been unfamiliar with, non-standard and inconsistent with the service terms of each position. Among my colleagues, I have been responsible for the guest rooms of this hotel. I learned the service terminology of the position during the training of the supervisor, kept the essence and discarded the rough, and then absorbed it for my own use as my language guide for communicating with guests. Since I started standardizing my service terms, I have made significant improvements in my communication with customers. So in any period of work, the most important thing is persistence, reviewing the past and learning new things. I will study and apply this more.

3. Expand the application information of the surrounding environment in the region and strive to do a good job at the front desk.

Front desk work requires a large amount of information, such as the first and last departure times of various buses in Baiyin, important places visited, important units in Baiyin, the geographical location of the hotel, etc. There is also the ability to be flexible in handling things and the ability to solve customer service needs. In this regard, during the short period of working at the front desk, I myself conducted a survey and extensively collected information, striving to expand my knowledge in order to better provide services to guests. Although I worked at the front desk for a short period of time, I worked hard and learned a lot of knowledge that can be used in daily room service, which was a great benefit.

4. In order to improve the quality of guest room sales, the "Three "Clean" Sanitation System" is strictly implemented.

The hotel’s main business income comes from guest rooms. When working in guest rooms, the first thing to bear the brunt of is how to make the guest rooms a qualified product for sale. I strictly implement the "three cleans", "three degrees" and "two checks: sanitation system" , it includes the "three cleanses" such as room hygiene, bed hygiene, bathroom hygiene, etc. In order to effectively improve the quality of guest rooms, that is, after completing the hygiene self-examination, ask the foreman to re-examine, strive to minimize omissions, and also add bed quilts There is an angle, there is brightness to the furniture display, and there are "three-dimensional" requirements for speed in the work process. Make guest room work orderly, speedy and complete with quality assurance.

5. Effectively improve the operational level, cultivate work ability, and effectively improve my practical level.

In order to do a good job in the sanitation and service of the guest rooms, I have followed the floor employees to learn floor service work since June this year, learning and practicing room cleaning skills and ward rounds. Through study and practice, I learned the room cleaning procedure in two parts and four procedures. In the first part, two people are responsible for cleaning the room. The first step starts from the bed, changing, flattening and stretching the sheets and quilts. Next, sweep the floor and replace garbage bags, Part 3 wipes the indoor furniture, and finally mops the floor; Part 2. One person is responsible for cleaning the bathroom.

First clean the anti-mat trash cans, indoor ashtrays, teacups, etc. Secondly clean the basin and toilet, thirdly wipe the water head, basin, walls, etc. and finally mop the floor;. If the procedures are reversed, work will be duplicated and time will be delayed. I found that my own operation was very unstandardized and unscientific. In response to the existing problems, I asked the foreman and other staff about techniques, methods and required effects, analyzed the existing problems, and reviewed the results of my operations. Compare them and correct my bad operating habits. Certain results have been achieved. The quality of room sanitation has improved, there have been fewer overtimes in ward rounds, and there have been no more errors in ward rounds.

6. Work hard to learn cultural knowledge and improve your cultural quality.

Looking forward, with the continuous expansion of our hotel’s customer source structure, there may be some overseas groups and individuals staying in our hotel. The language barrier with guests will become our biggest obstacle in providing good service to foreign guests. problem. In order to keep pace with the times, I use my spare time to review some daily English phrases. On the one hand, it reflects the value of employees with special skills in the hotel. On the other hand, it increases the employees' knowledge and enriches their personal spare time life.

7. Increase revenue and reduce expenditure, reduce costs and increase efficiency, and start from scratch.

The guest room department is the main revenue-generating department of the hotel, and its cost is also very high. Based on the idea that saving is creating profits, my colleagues and I started from ourselves and started from scratch. Put an end to all waste, mainly in the following ways:

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

② Refund returns every morning The aisle lights on the guest floor are turned off and turned on after six o'clock during the night shift; the electricity card is unplugged after check-out. If the room is implemented in this way day after day, it can save the hotel a lot of electricity bills.

8. Carefully take care of the green bonsai and strive to give the hotel a perfect face.

We take careful care of the existing bonsai in the hotel. In addition to regular watering every day during cleaning time, the leaves are also wiped with water using the beer left by the guests, so that they not only grow well, but are also clean and beautiful.

9. Strictly implement the one-day-one-pass-through system for vacant rooms.

The daily check-in of vacant rooms is an important system of the guest room hygiene system. It can not only accurately supervise private rooms and ensure cleanliness, but also timely detect leaks, leaks, electricity theft or loss of paid items in the room. Accurate time, so that the responsible person is clear. Therefore, in our work, we strictly implement the one-pass-a-day system under the supervision of the foreman.

10. Ensure check-out is timely and accurate.

Ensuring the timeliness and high accuracy of ward rounds has always been a major difficulty in my work. If it is not done well, it will not only leave a bad impression on the guests, but also bring economic losses to the hotel. loss. Through continuous exploration, based on the characteristics of conference groups and zero guests staying, when there is no exact check-out time, we will take the initiative to find the relevant person in charge or ask the switchboard if there is a wake-up time to understand the guest's wake-up time The guest's check-out time will be calculated later, and ward rounds arrangements will be made in advance to ensure timely and accurate ward rounds.

11. In order to strengthen mutual learning between our various departments, the leader specially arranged for us to conduct work research in other departments, so that we can study in depth, deepen our comprehensive quality, and at the same time increase our work ability. The flexibility allows everyone to focus more on their essential work.

2. This week, due to various reasons, there are many problems in my work

1. It is easy to bring personal emotions to work, and I am enthusiastic when I am happy Thoughtful, neglectful when unhappy, try your best to overcome this situation at work in the future, and truly establish in your mind that the customer is God

2. Due to lack of consideration when handing over the shift, I thought that Small problems do not need to be explained clearly. If problems of this kind occur, 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. Inadequacies and experiences at work.

After this period of work, I have several feelings, either about the hotel or myself. They are

(1) Hotel aspects

1. The "please clean immediately" sign was not in place, causing the guest to be unable to inform the waiter in time when he requested cleaning; and after we kept knocking on the door, the guest Will be disgusted again.

2. The hotel’s benefits are not closely linked to employees’ salaries and are not within the range of employees’ expectations, making it difficult to mobilize employees’ enthusiasm.

(2) Personal aspect.

1. Due to frequent personnel changes, we often have poor cooperation when deploying new staff

2. Due to the ill-fitting work clothes, inconsistent clothing appears in daily work. Especially after autumn and before the beginning of summer, there are various colors of clothing, which is very uncoordinated and inconvenient at work.

The above is a summary of the work of the guest room department this week. Finally, let me thank the hotel leaders for their support and understanding of the guest room work this week, and thank all departments for their good cooperation in the guest room work. I hope that everyone will unite and work together in the future to contribute to a better tomorrow for the hotel. Hotel PA Work Summary 6

In the past week, with the help of leaders and colleagues, I have an updated understanding of all positions. The main job of the Assistant Lobby Manager is to ensure the smooth progress of the daily operations of each position in the department, coordinate the relationship between the department and other departments, make the front office of the hotel work smoothly, handle guest complaints, and receive leaders of superior units and daily guests.

In daily management, we should try our best to follow the rules, avoid work accidents and management loopholes, keep abreast of the status of employees in various positions in the front office, and ensure the smooth progress of front office operations and reception. Strengthen contact with the housekeeping center to understand the guests' conditions after check-in, room cleaning status, and various needs during their stay. Keep track of guests' checkout status and feedback on hotel opinions, and report them to superiors and relevant departments in a timely manner.

In this position, I feel that every day is a challenge, because I will meet different guests with different needs; I will have different feelings every day, and I will be inspired by the successful communication with guests, especially foreign guests. Delight, you will be excited to see full guest rooms, and you will be enriched by the busy work it brings; you will also be frustrated because you cannot solve the guest's request due to the limitations of equipment or conditions; you will also have a smile on your face , integrate enthusiasm into actions, and greet every guest with good appearance and a friendly and warm smile.

The front office position is the front office of the hotel. It is also the place where guests consult questions, report situations, make suggestions, and complain and dissatisfy. Every employee has to face guests directly, and their work attitude and service quality can reflect the service level and management of a hotel. As the assistant lobby manager of the hotel, I always adhere to the service style of "guest first, service first" and "complete guest satisfaction" to properly handle complaints of all sizes, even solving various problems of guests.

As a hotel lobby assistant manager, I always keep in mind my work motto: "Any place that guests can see must be clean and beautiful; everything used by guests must be safe and efficient; everything that receives guests Employees must be kind and courteous. "I sum up my experience after receiving guest complaints every day, find out the shortcomings and correct them. And I gradually became mature after each summary and improvement. ;