Summary of the work of hotel room foreman

Lead: The hotel room foreman is very busy and has to deal with many big and small things. Then how do they write a work summary? The following is a summary example of the work of the hotel room foreman I prepared for you, hoping to help you!

Chapter one: summary of the work of hotel room foreman. October has just passed. Looking back on the work of the room foreman for more than a month, it is like a symphony, with ups and downs and various notes. But through this more than a month's work, there are gains and growth. As a grass-roots manager, there are still many places to learn. The head waiter is not only making rounds in imagination, but also has a lot to do.

1, guest room hygiene

The floor foreman is the key person to ensure the sanitary quality of the guest room, and the last link to control the product quality of the guest room, which directly affects the service quality to the guests. Through more than a month's work practice, I have basically mastered the inspection standards of guest room hygiene, and I can also independently control the overall quality of a room. However, there are still shortcomings, and there are still cases where supervisors and departments are not in place. Through analysis, the overall control of room hygiene is not in place, and the inspection is limited to individual places, lacking overall control. The hygienic quality standard is not high enough, and there are still some neglected places in the inspection. However, through the health inspection during this period, I realized that the foreman's inspection is only to supervise the work of changing channels, and it is more important for employees to clean the room. Therefore, in the next work, I will pay more attention to the cleanliness of the room by employees, improve the hygiene standards of employees, and ensure the first pass of room hygiene.

Step 2 manage

Some people say that "the foreman is a person caught in the cracks", which is no exaggeration. He should be responsible for the last supervisor, the next employee and play a leading role. Dealing with the relationship with superiors, peers and subordinates in the work requires more practice and personal experience. In this more than a month, I have basically done very little in this regard, and there is still a lot to go. This aspect will be the place I need to learn most in my future work, not only through books, but also through learning from leaders and colleagues to make up for my shortcomings in this area.

3. communication.

I don't know much about it because I used to work in Building 5 and didn't have much contact with employees in Building 8. Now when you come to work with them in Building 8, you must get to know each other and establish a good working atmosphere. So this month, I strengthened communication with everyone and got to know every employee to some extent. However, due to the large number of employees, large age span and different personalities in Building 8, it is still quite difficult. I'm also trying to communicate with you. Let yourself integrate into this big team as soon as possible.

Step 4 communicate with customers

When I became a foreman, the method and mentality of communicating with guests in the reception were different from those in the past. Instead of just communicating with the guests and handing them over to the foreman, we should be independent now, think of the best way to deal with the guests' dissatisfaction and questions, and take the lead in maintaining the image and interests of the hotel in front of the employees. In the past month, I tried to communicate with the guests in charge of the floor every day, from the simplest inquiry about the hotel to the settlement of claims and complaints against the guests. At first, I found it difficult. I didn't know how to speak. I slowly put my heart down to feel the joy of communicating with my guests.

The foreman's work is very complicated and complicated. Through this month's practice, it really doesn't feel so easy, but with the help of director Chen and other shift leaders, I have gradually sorted out some clues. I believe that in the next two months, I will work harder to get everyone to recognize my work.

Chapter 2: Summary of the work of hotel room attendants. 2007 is the first year of the official opening of Du Ming New Century Hotel in Songjiang, Shanghai. The leaders and employees of all departments worked hard, and the hotel gradually moved towards the normal operation track. The annual revenue has also exceeded 100 million yuan, passing 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 increased the intensity of inspection and found that health was not in rounds.

All qualified aspects will be reworked by employees. Later, I distributed 60 rooms on the third floor to the employees. Let each employee regularly clean the room he keeps. Through repeated inspection and supervision, the sanitary quality from 8F to 10F has been obviously improved. After June, I changed the 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 do room management, hygiene is a permanent topic for us, and we must persist in it for a long time.

(2) The service level has been improved obviously, 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 for foreign guests can be seen from the recent reception of foreign guests by M3 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 20xx can do better!

Chapter III: Summary of the work of hotel room foreman * * * Eco-hotel has been in trial operation for almost a year. In this year's work, thank you for asking questions at all levels and your colleagues' guidance and concern. Let me learn a lot of valuable things, let me constantly improve myself in my usual work and improve my ability to do things. In this year, through my unremitting efforts, I was recognized by the leaders and completed a role change.

As the head waiter in the bathing area of the bathing department, I also entered a brand-new working environment, in a brand-new environment. All work will start from scratch, and many things will be explored while doing, so that they can be comfortable in their 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. Carry out the instructions of the supervisor and manage my employees well.

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, responsible for the recipients of the team's goods, fill in the recipients list and submit it to the supervisor for review, and then receive custody.

5. Hold a pre-shift meeting regularly every day to convey the instructions and notices of our store and various departments, summarize the work situation and precautions of the previous shift, and put forward the service requirements of each position.

6. 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 the past achievements will become history. We should make persistent efforts in our future work and strive to set new goals for ourselves, which will be carried out in the following aspects:

First, we will devote ourselves to maintaining the hotel guest relationship, actively promote the establishment of customer relationship management, and actively establish effective guest history files through our efforts, so that the guest management can be truly effective and scientific.

Secondly, it is an iterative process of transforming customer information into positive customer relationship by establishing the idea of "customer-centered" and understanding and influencing customer behavior through meaningful communication with customers, and ultimately achieving the purpose of improving customer retention rate, customer loyalty and customer profitability.

Third, you must set an example in the hotel, be dedicated, have a decent style and be elegant and generous. Self-confidence, decisiveness, composure, wisdom, liveliness, delicacy, sincerity and efficiency are the descriptions of the position of the foreman in the bath area, and they are also the self-requirements of the foreman. As the end of today's report, it is also used to encourage you, please consider it!