Year-end summary of hotel entertainment interns

High standards, strict requirements, unity,

Strive to create new benefits for the company.

-personal work summary in 2008

I. In 2008, I completed the following work:

1. Work overtime and finish the renovation as soon as possible.

The most important work of this year's guest room is the early decoration. Since receiving the notice of going to work in May, we have overcome many difficulties and carried forward the spirit of not being afraid of hardship and fatigue in order to put the new room into use one day earlier. On the basis of my own work, I worked overtime every day and fought continuously, and completed the indoor and outdoor sanitation work in the early, middle and late stages of cleaning, placing and decoration of old and new furniture in a short time, ensuring the decoration and timely rental of rooms.

2. Learn and standardize the terms of post service, and strive to improve the quality of customer service.

In order to reflect the professionalism of the room staff, since I opened in July 2008, in view of my unfamiliarity, irregularities and phenomena in the service terms of each position, I learned the service terms of this position among my colleagues and in the training of the company's room manager, took the essence, removed the coarseness, and then absorbed and used them 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 study and apply them harder.

3. Expand the application information of the surrounding environment of this city, and strive to do a good job of reception at the front desk. The front desk work needs a lot of information, such as the starting and ending time of the shuttle bus in Baiyin, the important places to go, the important units in Baiyin and the geographical location of the company. There is also the flexibility to handle things and the ability to solve customer service needs. During my short time working at the front desk, I personally investigated the department and collected information extensively, trying to expand my knowledge in order to provide better services to guests. Although the working hours at the front desk are not long, I have worked hard and learned a lot of knowledge that can also be used in room service at ordinary times, which can be said to have benefited a lot. 4. In order to improve the quality of room sales, strictly implement the "three cleaning and sanitation systems".

The company's main income comes from guest rooms and is engaged in guest room work. The first thing to do is how to make the guest room sell a qualified product. I strictly implement the system of "three cleanness", "three degrees" and "two inspections: hygiene", including room hygiene, bed hygiene and bathroom hygiene. In order to effectively improve the qualified rate of room quality, I will do my own self-inspection and ask the foreman to review it, so as to make every effort to increase more and less. Make the guest room work orderly and quickly, and ensure the quality completion.

5. Effectively improve the operation level, cultivate working ability and effectively improve my practical level. In order to do a good job in room hygiene and service, I began to learn floor service from floor staff in July this year, learning and practicing room cleaning skills and ward round skills. Through study and practice, I learned two parts and four steps of room cleaning procedure. In the first part, two people are responsible for cleaning the room. Step 1: replace, spread and lay the sheets and quilts from the bed. Secondly, sweep the floor and replace the garbage bag, the third part wipes the indoor furniture, and finally mop the floor; The second part. One person is responsible for cleaning the bathroom. First of all, clean the padded trash can, indoor ashtray, teacup, etc. Followed by washbasins and toilets, followed by wiping heads, washbasins, walls, etc., and finally mopping the floor; . If the procedure is reversed, it will lead to repeated work, thus delaying time. I found that my operation was very irregular and unscientific. In view of the existing problems, I asked the foreman and other staff about the results of skills, methods and requirements, analyzed the existing problems, compared my operation results, and corrected my bad operation habits. Some achievements have been made, such as improving the sanitary quality of rooms, reducing the overtime phenomenon of rounds and eliminating the errors of rounds.

6. Study hard on cultural knowledge and improve your cultural quality. Looking forward to the future, with the continuous expansion of our customer source structure, some overseas groups and individuals may stay in our company, and the language communication barrier with guests has become the biggest problem for us to do a good job in serving foreign guests. In order to keep pace with the times, I use my spare time to review some daily English expressions. On the one hand, it embodies the value of hotel special skills staff; On the other hand, it has increased the knowledge of employees and enriched their spare time ().

7. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch. Housekeeping department is the main revenue-generating department of the company, and the capital cost is also high. Based on the idea that saving is to create profits, my colleagues and I will start from ourselves and put an end to all waste phenomena, mainly in the following aspects: ① Recycling disposable low-value consumables, such as toothpaste, for customers to use as cleaners; (2) require the walkway lights on the return floor to be turned off every morning and turned 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.

8. Take care of the green bonsai and try to dress up a perfect face for the company. We take care of the company's existing bonsai. In addition to watering regularly when cleaning every day, we also wipe the leaves with beer water left by the guests, so that it not only grows well, but also is clean and beautiful.

9. Strictly implement the one-day vacancy system. Vacancy once a day is an important system of room hygiene system. It can not only accurately supervise the opening of private rooms to ensure cleanliness, but also timely find out the exact time when the rooms are leaking, stolen or lost of paid items, and clarify the responsible person. Therefore, in our work, under the supervision of the foreman's tips, the one-day pass system is strictly implemented.

10. Make sure the check-out is timely and accurate. Ensuring the timeliness and high accuracy of patient 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 company. Through continuous exploration, according to the characteristics of conference groups and guided by zero customers, take the initiative to find the relevant person in charge or ask whether the switchboard has a wake-up time, find out the wake-up time of the guests, and then calculate the check-out time of the guests to make rounds in advance to ensure timely and accurate rounds.

Secondly, in 2008, due to various reasons, there were many problems in my work.

1, 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. 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.

Third, the shortcomings in work and experience.

After this period of work, I have several feelings, either for the company or for myself. they are

(1) the company.

1. The sign "Please clean immediately" was not made, which caused the guest to ask for cleaning and failed to inform the waiter in time; And our guests will be disgusted after we keep knocking at the door.

2. The benefits of the company are not closely related to employees' salary, which is not within the expected range of employees, so it is difficult to mobilize the enthusiasm of employees.

(2) personally.

1。 Due to frequent personnel changes, we sometimes can't cooperate with new employees.

2. Because the work clothes don't fit, the clothes are not uniform in daily work, especially after autumn and before long summer, the clothes are all kinds, which are very uncoordinated and inconvenient for work.

4. In 2008, I worked for eight months, totaling 245 days, and took five days off due to illness, with an attendance rate of 99%. * * *, worked day shift and night shift before and after, sold 78,234 rooms and received150,538 people. In the coming year 2009, we will set sail again and embark on a new journey. I will set higher standards for myself, work hard and create new benefits for the company.