客房部领班年终总结范文

时间：2019-05-26 19:56:17 网站：公文素材库

客房部领班年终总结范文

客房部领班年终总结范文

Timeislikeanarrow,daysislikeshuttle,201*incasualhadcometothesideofusstealthily,ayearofinthepast,havealotofresultsandexperience.Guestroomministryservesasaofthehotelsignificantsection,therestthatoffersacleanness,quiet,comfortable,warmthtotheguestenvironment,providingthehighqualityservicethathumannaturechangesisourfirstjob,atthesametimewestillarebeingloadedachievefortheenterpriseclose,theresponsibilitythatcutdownexpense,theactorbadofqualityofwholedepartmentwork,servewhataffectapublichousegreatlyqualityandeconomicbenefits.Comeoneyear,throughthejointeffortsoffacultyandsectionaladministrator,finishedahotelsatisfactorilytogiveuseachtargetofsectionalmakeknowntolowerlevels,servicequality,leadreputably,economicincomeandthephotographisveryolderthanhavinglastyearrise.Reviewperformanceofthisyear,oneselfarerelativelysatisfactorystill,althoughamongalsohadhaddisappointingwhen,alsohaveconstantlyonthemouthwhencomplaining,butIstillamlikingthisjobintheheart.AtdemitoldduringseeingtheNewYearin,benecessarytoreviewtheworkthatsummarizesthepastoneyear,achievement,experienceandinadequacy,withbenefitatfosteringstrengthsandcircumventweaknesses,strenuousenterprising,inbeautifulperformanceisachievednewlyagainhardinayear.1,inwholesomerespect:Implementsystemofmaketheroundsofthewardsstrictly,payattentiontodetailcharacter,detailednoteschecksaresult,dogoodsanitationfillingdifferencetowork;Executeguestroomtodivideareacleannesssystemofjobresponsibilityandabovequotaagreementbypiece,raisestaffjobenthusiasmandworkingsubstantialresults;Standardeachoperatingrules,improveworkefficiencysteadily.2,facilitiesfacilitiesrespect:Becomemoldyaccordingtothewallpaperofguestroomareaeveryday,plaqueismildewy,lightisnotbrightwaitforactualcondition,contactengineeringdepartmentorexoticprojectpersonnel,ofspecificaimundertakesafeguardandmaintaining,theservicelifethatimprovesfacilitiesofguestroomfacilitiesandusecharacter.ContactPAatthesametime,thecarpetwithreasonabledailyarrangementgoesbesoiled,carpetcatharsis,marblelensfacemaintainsetc.3,broadensourcesofincomeandreduceexpenditure,fallthissynergism,makefromtheabit.Guestroomministryisahotelismainachieverestrainadepartment,alsobeabranchwithhotelcostveryhighcostatthesametime,actonmanagingthethoughtthatachievesgainnamely,appealfacultyisactedonmakefromego,makefromtheabit,putanendtoallwastefulphenomena,mainshowisin:①requirementemployeereclaimstheguestusesone-timerunningstores,waitlikebathfluid,shampooreclaimtobeusedtoPA,toothpastecanbeusedascleaneretc.②everydayaccordingtolivingactualconditionadjuststheguestintheeveningfloorlamplight;Checktherequirementafterreturningahousetounplugcardextractionreport,shutairconditioning;Roomairconditioningallisintheopenbeforetheguestistouchedbeforehandwaitssectionreportmeasureamoment,theexecutionofsuchdayafterdaycomesdown,forthehotelmanagingthechargeofelectricitywithnotlittlebrushstroke.Thecostofgoodtodoarticlecontrols③,liveactuallyinthelightofthehoteltargetofguestcircumstancebudget,strangerthingsisgottenuseliabilitytotheperson.4,groomrespect:Makeamonthgroomplan,fulfilanindividual.UndertakethosewhohavespecificaimgroomtoroomWucenterandfloorserviceclass.Alsomadeprovisionofproclaimedinwritingonthecontentinallsortsofroutineatthesametime,ifcheckthelevelthatreturnahouse,timeofstandardofbedopeningnight,lamplightcontrolstandard,articleisrentalstandard,articleputsastandardtowait.Inthelightoffloorageofserviceclassemployeeslantsbig,dictionisputinnon-standard,skimble-scamblephenomenon,thepostofusestandardservesFM201*|PES201*|FIFA

dictionstandardtoundertakesceneimitatedrilling;Beoppositeeverydayfloorlamplight,airconditioningandnocturnalbedundertakeselectivingexamination.Discoveryoperatesnon-standard,unscientificemployee,trytheproblemofexistencetoanalyse,undertakegroomingafreshtoemployee,correcttheundesirableoperationhabitofemployee.Themovethatmakesemployeecogentisgroomedtheimportancetoroutineandpractical.Reachassessmentthroughgrooming,obtainedcertainresult,wholesomequalityhadtheroomtorisesignificantly.5,groupconstruction:Throughaseriesofgroomwithassessment,appearedwithbridgepeach,geGuohua,wangHui,bethefirstsincetheoldstuffsuchasLiJinggongparadigmaticaction,thegoodatmospherethatnewemployeechaseshard.Beinatordinarytimesinthejob,agileprocessingservestotheguest,raiseguestsatisfactiontospend,obtainedtheguest’spraiseandaffirmation.Carryworkofayear,discoveroneselfisputinalotofinadequacy,amongthemmostseriouswraparoundtowasnotworthat3o’clock:1,foremaneachskillremainstorisefurther,especiallythefragileskillsuchasmaketheroundsofthewards.2,executiveforce,supervisoryforcestillhasverylargepromotionspace.3,everydayworkefficiencyisnotquiteefficient,devoidsenseofurgency.Above3o’clockishimthisyearsinceneedtoimprovemostinalotofinadequacythatdiscoversoneselfexists,themostpressing,wantinthejobhenceforthmomentlylearnalesson,tryhardtoimprove,makeoneselfrisefurther.Carryday-to-daywork,theindividualfeelsthebranchputsthesectionalafewplacesthatremaintorise:1,roomsanitationremainstorisefurther,especiallydetailrespect.2,plasticityofcompassesoffacultyservicelanguageisdefective.3,employeeisintegratedskillofquality,service,professionalskillisuneven,needtobestrengthenedfurther.4,thebranchgroomseachadvanceinfumblewithassessmentmechanism,stillhavethespacethatincreasesfurther.Beaimedattheinadequacyofabove,oneselfhaveafewproposalandview:1,canstrengtheneachpostgroomthejob,theserviceskillofaggrandizementemployeeandserviceconsciousness.2,earthuptowhatfacultyhasspecificaimnewhind,haveaquartertheassessment,appraisethroughcomparisoninyear,yearoldendisevaluatedwaitforasystem,superiorbaddiscard.3,canperfecteachtogroomtheflowwithassessmentandstandard,letgroommoreasreasonableasassessment,theoldestraterisestoraisethegoaloffacultyquality.Ayearwillbeagoodluckandchallengenextyear,sectionaljobcloselyaroundwithlevelof5starsgradethiscenterdoesnotshake,whileeffortachievesthemanagementtargetofhotelmakeknowntolowerlevels,Ihavethefollowingtentativeideatothejobofoneselfandbranch:1,theroomWucenterthatbuildsasystem,offloorservicepersonnelgroomsystemandassessmentsystem,itisinthefollowingjobnotparagraphperfect.2,buildstaffoutstandingachievementrecordsheet,commendonsectionalregularmeetingeveryMonday,havetheeffectofincentiveemployee,alsocanmakereferencetoexamineendoftheyearatthesametime.3,inemployeegroomon,establishcorrespondingflowandstandard,willgroomatthesametimerefinefurther,groominwhatspecificaimhasoneachlink.4,buildadepartment2classstorehousesystemofpassinandout,executepassinandouttosignandregisterarticle,statisticalmanagement,controlstrictly,managingcost.Aboveistheworkingsummarythathecomestoonethisyearandplan,puttheinadequacythatbeinandimprovedplan.Theplaceonputtogetherisnarrated,Iamcertaininhotelleaderandsectionalmanagerguidebelow,facultyjointefforts,togetherbeofonemind,the201*managementpolicythatisahoteljointlyandpolicyalloneknows.Anyhow,regardguestroomastheforemanoftheministry,Iwillcooperatesectionalmanagertodoeachworkofgoodcadredoorhardinthejobhenceforth,toimprovetheserviceofroomWuministrylevel,levelofmanagement,groomlevel,thequalitativecheckjob,cohesiveaffinitythatenhancesFM201*|PES201*|FIFA

employee,improvetheprimaryqualityofemployee,carryout5starsclasstoconstructionworksanddedicateforthehoteloneselfforce!Guestroomministry:XXX201*-12-29

FM201*|PES201*|FIFA

扩展阅读：酒店客房部领班年终总结范文

客房部领班年终总结范文

07年是我们XX大酒店正式营业的第一年，各个部门的领导和员工都付出辛勤的汗水，酒店逐步走向正常的运行轨道，年营收也突破了亿元大关，通过了国家的五星评审。值此辞旧迎新之际，我们有必要总结过去一年里的工作成绩，经验与不足，这样我们才能扬长避短，开拓进取，在201*年里取得更大的进步。现将201*年的主要工作总结如下：（一）严查卫生质量，确保出售优质客房

客房的设备和卫生质量好比一个人的基本骨架，而优质服务好比人的灵魂和血液，能给人注入灵气。客人入住我们酒店以后，直接感受的就是客房设施和卫生怎么样，不满意的结果就是不再光顾。因此我一直告诫员工，卫生是我们的生命线。我们每个人做完一个房间就好比画家画完一幅画，必须要有对其负责，要有成就感。因此，在每日的早会上我都会强调哪些方面的卫生我们需要改进，计划卫生必须按部就班完成。同时，我加大了检查的力度，对查房中发现卫生不

合格的方面一律让员工返工。后来我又把三个楼层60间房分给员工。让每个员工都对自己保管的房间定期大清洁一次。通过不断的反复的检查与督导，8F到10F的卫生质量有了明显的提高。6月份以后，我改上中班领班。我继续强调客房的卫生质量，我要求员工在开夜床的同时，必须打扫客房内的卫生，清除毛发和垃圾，为客创造一个舒适的，干净的休息环境。我想我们做客房管理工作的，卫生工作是我们一个永久的话题，必须长期不懈的长抓不放。

（二）服务水平显著提高，但还须从很大程度上改进和提高。服务水平相对于开业之初，在这一年里我们有了明显的提高。在金经理的领导下，各个服务的程序在工作中得到了完善和发展，员工在实践中也得到了锻炼，增长了不少对客服务的经验。有很多的员工也是因为对客服务做的比较好，而受到了宾客的表扬。特别是今年内的几个大型团队的成功接待，更是证明了这一点。但我们也必须清醒地看我们接待服务过程中的明显不足，导致客人的投诉，归纳起来主要

有以下几个方面：（１）收洗客衣方面；这方面的事情再三的发生，主要是因为服务员填写出错，收衣未检查出错，算帐出错，送衣不及时，送衣送错房号，未向客人说明相关事项，衣服洗坏等。我们必须加大对全体员工的培训，教会她们细心，提醒她们容易出错的地方。（２）对客服务及时性方面；我做过早班领班，现在做中班领班，我就发现员工在自己较忙的情况下，接到服务指令时并不是立即就去，而是忙完手头活才去。还有一个就是我们楼层上准备的东西不全，为一个客人要的东西能找借上半天。还有就是电话有时信号不好，影响信息传达。（３）交接方面容易出错；往往是代班时发生事项未做交接，或是员工在忙时将发生事项忘记交接，或是班组全知道未在交接上注明大夜班不清楚，还有就是未对交接事项核实。（４）员工的业务知识和能力有待提高；员工对相关业务知识特别应知应会的内容掌握不好。对外宾的服务能力较差，从接待最近Ｍ３剧组外宾就能看出来这点。做好以上四点，也只是做好了一般性的服务工作，而距离真正的个性化服务，优质化服务我们要走的路依然很长，还需要我们大家一道付出艰辛的努力才能实现。（三）规范中班工作流程和加大检查力度。

我先后制定了中班公区计划卫生表，让员工每天做完公区基本卫生后，重点做好一到两个方面的卫生保养，并以周为循环单位；制定了中班夜床考核规范表，明确夜床要求和规范。同时要求员工加大力度巡视楼层，保管好钥匙，严格开门程序开门，以杜绝安全事件的发生。各种灯光严格按照规定开启，各种消耗用品做好回收，杜绝流失和浪费。（四）做好员工培训和沟通工作。

员工是对客服务和工作的主体，员工的工作能力和敬业程度直接决定了饭店的服务水平。本年度主要做了相关设备保洁和中班服务的培训，同时加大与员工的沟通工作，及时了解员工的思想动态，动员员工通过自己的努力实现在酒店行业的理想。

总之，本年度是获得极大丰收的一年，酒店顺利评上了五星，生意也是蒸蒸日上，相信201*年能做的更好！

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