Chapter 1: It is the first goal and the only guarantee for the survival of an enterprise to sum up profits from the personal work of excellent waiters. The work of a department should also focus on the center of the enterprise. As a service department, the housekeeping department's primary task is to clean up and provide a clean, quiet, comfortable and warm rest environment for guests, but at the same time, we should also generate income and save expenses for enterprises. Over the past year, with the joint efforts of all staff and department managers, all the parts with business indicators have completed the tasks given to us by the villa leaders at last year's work meeting. While trying to generate income, we also don't forget to save money. The department saves work throughout the year and tries its best to reduce costs on the premise of ensuring the quality of work and not affecting customer service. We know that every penny saved is the group's profit.
In the past year, I have completed the following work:
1. Learn and standardize the terms of post service, and strive to improve the quality of customer service.
In order to reflect the professional quality of hotel staff, I am not familiar with the terms of service of each post and am not standardized. Among my colleagues, I learned the service language of the post in the training of the manager in charge of the group room, and then absorbed it into my own use 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 strengthen my study and application.
2. Open source and reduce expenditure, reduce costs and increase efficiency, starting from scratch.
Housekeeping is the company's main income-generating department, and the cost of capital is also high. In line with the concept that saving is to create profits, my colleagues and I will start from ourselves, from scratch, and put an end to all waste, mainly in the following aspects:
① Recover disposable low-value consumables for customers, such as toothpaste, which can be used as cleaning agent.
(2) Every morning, it is required to turn off the crossing light returning to the floor and turn it 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.
3. In order to do a good job in guest room hygiene and service, leaders often assess and evaluate our guest room cleaning skills and rounds.
It is found that our operation is not standardized and scientific. In view of the existing problems, the employees above class level in the area held a special meeting to analyze the existing problems, retrain the employees and correct their bad operating habits.
We also kept practicing in the off-season, carefully cleaned and inspected every room, and achieved certain results through examination, which improved the sanitary quality of the room and reduced the overtime of rounds.
4. The leaders adopt centralized training, special training and individual guidance training for employees, which greatly improves the hotel awareness of employees and further deepens the service concept. Smiling with voices has become the conscious action of employees.
We have a vivid understanding of what personalized service is. From sensibility to rationality, the whole group has formed a good atmosphere of "all work is to satisfy customers". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.
For various reasons, there are some problems in my work:
1. It is 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) The cleanliness of rooms and public areas needs to be further improved.
③ The service level of each post needs to be further strengthened.
(4), facilities and equipment maintenance plan is not in place.
⑤ Due to thoughtlessness, it is considered that small 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.
About next year, my plan is:
1, live every day well.
2. Improve service measures to improve customer satisfaction.
3, strengthen education and training, strengthen the quality of employees.
4. Standardize management and promote the healthy and orderly development of enterprises.
5. Strengthen marketing and constantly adjust the customer structure.
6. Do a good job in individual customer sales.
7. Reasonable booking in peak season to maximize sales.
8, standardize the message service, let the guests feel our professional management level and hotel service level.
9. Learn more and enrich yourself.
Practice has proved that with the intensification of market competition, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we must first innovate ideas, adjust business strategies and policies in time, optimize the design of our own products, make the strategy innovative and changeable, and constantly innovate business policies according to different seasons, so as to keep the room occupancy rate at a high level under the severe situation.
On the coming day of 20xx, 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.
Finally, I hope everyone can go to a new level next year, thank you!
Chapter II: Personal Work Summary of Excellent Waiters 1. Be ready to serve guests at any time.
In other words, it is not enough to have a sense of service, but also to be prepared in advance. Preparation includes ideological preparation and behavioral preparation, and must be done well in advance. For example, before the arrival of the guests, make all preparations and be in a state of being ready to serve the guests without worrying.
2. Attention is to treat every guest as "God" and not neglect the guests.
Employees sometimes tend to ignore this link and even have negative service. This is because employees see that they dress casually, spend less money and feel tasteless. In real life, the richer people are, the more casual they are about clothes, because they are confident. And clothes don't represent wealth at all. In this link, we must not judge a person by his appearance, but ignore the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that "guests are our parents".
Step 3 smile
In the daily operation of KTV, every employee is required to treat guests with a sincere smile, which is not affected by time, place, mood and other factors, nor is it limited by conditions. Smile is the most vivid, concise and direct welcome word.
4. Proficiency requires employees to be proficient in all aspects of their work and be as perfect as possible.
Employees should be familiar with their own business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If you want to be proficient in business, you must have a good training class, and constantly sum up experience in actual operation, learn from each other's strengths, and be proficient in many things and serve freely, which plays an important role in improving the service quality and work efficiency of KTV, reducing costs and enhancing competitiveness.
5. subtle
Mainly in the service, we are good at observing, guessing the guest's psychology, predicting the guest's needs, and providing services in time. Even before the guest makes a request, we can do it for the guest and make the guest feel more cordial. This is what we call higher consciousness.
Step 6 create
To create a warm atmosphere for the guests, the key lies in emphasizing the environmental layout and friendly attitude before serving, mastering the guests' hobbies and characteristics, creating a feeling of "home" for the guests, and making them feel that living in KTV is just like returning home.
7. Sincere hospitality is the virtue of the Chinese nation.
When guests leave, employees should sincerely invite them to come again through appropriate language in order to impress them deeply. The present competition is the competition of service and quality, especially in KTV industry. The importance of service is self-evident. We must use all kinds of high-quality services to form our own service advantages, in order to create higher customer satisfaction in the fierce market competition and make KTV invincible!
Chapter III: Summary of Excellent Waiters' Personal Work Recalling the dribs and drabs of their working days, I felt a lot and benefited a lot. The bell of 20xx is about to ring. I wish teachers and colleagues good health and all their wishes come true. I wish our staff apartment better and better. Of course, in the new year, I will work harder, take off my old makeup and put on new makeup, with better changes, and work with a positive and happy attitude.
I also want to thank all of you for your support and help during our time together. Looking back on the road we have traveled, there are laughter and laughter along the way, which is very fulfilling and happy. Thirdly, I hope that in my future life and work, everyone can give me more suggestions, and I will listen to them with an open mind. I will improve them both in my life and at work. During the time I spent with you in the teacher's apartment, I really appreciated your company. Because we have a warm working environment, you and I have happy smiles on our faces at work, because we both have a warm home in the staff apartment, because we have more understanding, less complaints, more tolerance and less accusations in the staff apartment, so our working life is happy and beautiful. Let's work hard for a more brilliant tomorrow for the faculty apartment!
Whenever September brings a hopeful new life in the early autumn wind, we are all busy happily. We are busy preparing for the new students. Some colleagues worked hard to prepare, some colleagues carefully counted the number, and some colleagues distributed it to freshmen with a smile. Although hard, everyone is filled with a happy smile.
We all like this job very much. There are not only hopeful and energetic students here, but also easy-going teachers. Usually, it is a very simple job to bring steamed bread and fill rice for the teacher. In this warm family, teachers and we often talk and laugh, care about each other and become friends.
Our director led us to open a vegetable sales point, and we took turns to help in the staff apartment, sorting out the vegetables and selling them separately. Although hard, but also very busy.
Our staff apartment is a big family, and each of us is a member of this big family. We care about each other, learn from each other, make progress and develop together. We are all in a big family, and each member undertakes different jobs. Everything should be communicated with leaders in time, and colleagues should unite and help each other, so as to do the work better. I will work harder in the future: obey the leadership arrangement, complete the work with good quality and quantity, and give teachers, colleagues and classmates a smile. Finally, I will sign in on time, don't be late, don't leave early, and try my best to leave Man Qin.
Once again, I wish our faculty apartment better and better!
Chapter 4: The summary time of excellent waiters' personal work really flies. It has been more than two months in a blink of an eye. During the trial period, I made a lot of efforts, made a lot of progress, and learned a lot that I didn't have before. I think this is not only a job, but more importantly, it gives me an opportunity to study and exercise. From this stage on, we found that the knowledge we longed for came to us continuously and was slowly digested in this melting pot. This is experience.
The main gains of this work are:
1, familiar with the operating system of the equipment.
2, basically mastered the work skills (during the service of the waiter).
3. Understand the company's workflow.
During this period, I can not only cooperate with my predecessors' work well, but also finish my own work independently. The tasks assigned by the leaders can basically be successfully completed every time.
The shortcomings in the work mainly include:
1, the work is not detailed enough, and small problems often appear mistakes and omissions.
2, the efficiency is not fast enough, and the understanding of the leadership intention is not enough.
As far as overall work experience is concerned, I think the working environment there is quite satisfactory. First of all, the concern of leaders and the continuous improvement of working conditions have given me motivation to work; Secondly, the friendship, care and cooperation between colleagues give me a sense of comfort and sureness in my work.
Chapter 5: Personal Work Summary of Excellent Waiters. 20xx is a year of harvest and great development. With the education, support and encouragement of General X, I have learned a lot, broadened my thinking and strengthened communication with various departments. Through my joint efforts with all of you, I successfully completed the task assigned to me by the leaders. The following is a summary of this year's work.
First of all, establish three concepts in daily work.
Everything is customer-oriented, no matter how unruly customers you meet, the ultimate goal is to serve customers well. Details determine success or failure. Only by doing every detail well can the management system and service system of the restaurant run smoothly. Let customers enjoy high-quality and unique dining experience and let employees work in a healthy and harmonious corporate atmosphere.
Second, cultivate professionalism and adhere to the business philosophy.
Catering service takes a long time, so try to use the time to organize training and study. Let employees understand the importance of catering work, but also let employees have professionalism and strive for advanced professionalism. Adhering to the business philosophy of "quality conscience, quality first", it is the work ruler of every employee to implement it well and let employees understand the standards of the restaurant. In order to improve employees' understanding of standards, I made a job training plan and organized employees to operate standards uniformly. Focusing on the requirements of restaurant development, improve the restaurant management procedures and systems, and clarify the development mission.
Third, standardize enterprise management and implement brand development strategy.
In this case, we feel a great responsibility. Restaurant leaders can lead all employees to develop in the competition with a high sense of responsibility and full enthusiasm for work, and carry forward the enterprise spirit of unity, efficiency, pragmatism and dedication. By saving energy and reducing consumption to maintain the operation of the restaurant, good results have been achieved. It has stabilized the staff and achieved good economic and social benefits.
In the new year, the new century faces new challenges, but it also contains new opportunities. As long as we do our job well, do everything possible to improve the service quality and constantly improve the service level of all employees, we will certainly be able to complete all tasks with high quality and make our due contribution.
Chapter VI: Personal Work Summary of Excellent Waiters As a hotel waiter, the usual work is very hard. My post is box attendant, responsible for managing box 8 on the second floor of xx Hotel. Because the number eight is auspicious for China people, my box is full almost every day, and sometimes I have to change channels, so the workload on that day is even greater.
Perhaps for many people, it is not tiring to take care of a table at noon and a table at night. But that's not all I have to do. As a waiter, you should have good quality, keep smiling and be patient when facing guests. Don't get angry, complain or appear impatient in the face of guests' difficulties. Otherwise, if the guests complain, they will still suffer.
The requirement of our hotel is to arrive at work before X o'clock every morning, and all the preparatory work must be completed before xx o'clock, including cleaning the floor, preparing tableware in advance, disinfecting napkins, and making the cups clean and free from water stains. Bowls and chopsticks must be placed neatly, chopsticks should be placed in the right hand, and the chopsticks rack should be placed in the upper right corner of the rice bowl, flush with the disk surface, one finger and a half wide apart. On the left hand side of the dish is a towel tray, that is, a napkin tray, which is placed parallel and vertical to the chopsticks. There are orchids folded from red cloth towels in the goblet, which need to be taken away before eating. The handle of a teacup (a glass with a handle) faces right, perpendicular to the direction of chopsticks. Two cups are close together, and there can be no water stains or dust inside. This cup needs to be cleaned every day and will be dried with a clean cloth after cleaning.
Besides cups, there are chopsticks, rice bowls and dishes that I need to clean. In addition, the dishes used for serving are cleaned by the aunts in the dishwashing room. The tableware in the box is different from that in the hall. Regardless of the size or logo, we count the number of tableware in the box every half month. If there are any cups or bowls missing, we need to replenish them in time. And explain the whereabouts of the previous cups and dishes. If it is damaged by the guest, the price will be added to the guest's bill at that time. If we can't find it, we'll have to pay for it ourselves. Fortunately, during my working hours, no cups were taken away by guests. Only once did a guest break two goblets because he drank too much wine, and I made compensation in time.
We should clean up quickly after the guests leave. Go to the logistics department in time to call the food collector, put away the tableware rack we want to wash, and then go to the dishwashing room to clean it. After cleaning the desktop, the vegetable collector poured hot water on it, wiped off the oil stains and put on another new tablecloth. Then set the table, cups and plates and wait for the next round of guests.