Summary refers to analyzing the experience or situation in a certain stage of work, study or thought, and making written materials with regular conclusions, which plays a connecting role in our study and work. Why don't you calm down and write a summary? So what should be included in the summary? The following is my personal summary of the airport terminal staff. Welcome to share.
Time flies, and I have been working for a year in a blink of an eye. As the terminal of many domestic civil aviation airports, I have a high market reputation. Years of management experience has formed its own management style, and it is difficult to make a breakthrough in service management and training. Since I took office, according to the actual situation of the airport terminal, I have put forward the management goal and slogan of "building an excellent service team", aiming at improving the overall service level and establishing a good industry image. This year's work will be summarized and reported, and the work plan for 20xx will be briefly summarized.
1, write operation procedures to improve service quality.
According to the actual operation situation of various departments in the airport terminal, the Operating Rules for Airport Terminal Service, the Operating Rules for Cleaning and Cleaning of Airport Terminal and the General Operating Rules for Restaurant Service were compiled. Unify the service standards of all departments, establish the standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements, the VIP room service reception process has been compiled, and detailed regulations have been made from the aspects of customer reception, language requirements, hygiene standards, article preparation, environmental layout, energy saving, etc., which has promoted the service quality of the terminal building.
On the basis of standardizing the operation process, we completed the task according to the plan at the beginning of the year, without any complaints about work quality and safety accidents, and overcame many difficulties. We have built plain cities and sanitary cities all over the country, and made great contributions to the creation of Kunming Airport through our efforts. It has been rated as an advanced unit and an honest unit of Yunnan Airport Group for many times, and reported the advanced deeds of employees in the National Civil Aviation News.
2. Strengthen the supervision and management of walking site.
Personnel training, on-site supervision and patrol management are important forms of terminal management. I insist on allocating management time according to the "February 28th" principle during the shift change (80% of the time is spent managing the site and 20% of the time is spent making management summary), and directly participate in on-site service, promptly correct and prompt the problems appearing on the site, record typical problems, report to the heads of various departments, analyze the root causes of the problems, make training plans and plug management loopholes.
3. Convene special service meetings regularly to discuss the problems existing in the service.
Good service quality is the core to improve the competitiveness and overall image of the terminal. In order to ensure the service quality, improve the service management level and customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by the 4-5 level managers of various restaurants to analyze the service status of each region in the month, review the service quality, share management experience, analyze typical cases, find out the root causes of problems and explore management methods. At the seminar, all regions and departments learned from each other, and the participants actively participated, expressed their opinions, dared to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This discussion form provides a platform for dock managers to communicate and exchange management experience, and plays a positive role in ensuring and improving service quality.
4. Establish a typical case collection system in the terminal to reduce the probability of customer complaints.
This year, the terminal implements a typical service case collection system to collect customers' complaints about service quality and product quality as an important basis for improving management and evaluating the management level of managers in various departments. Managers analyze and summarize the collected cases, and propose solutions to the problems, so as to make management more targeted and reduce the probability of customer complaints.
5, to carry out staff training at all levels, improve the overall quality of employees.
Due to the particularity of the industry, it has always been very difficult for us to find employment. In addition, in recent years, the whole country has encountered a labor shortage. Over the past year, we have done a good job in employee training, new employees' entry, and strictly controlled various procedures, especially employees' health, service requirements, skills training and etiquette. The retraining of on-the-job employees has further improved the service level of on-the-job employees and the training of grass-roots managers, and organized many large-scale trainings for all employees, with the theme of "gratitude" to cultivate employees' working feelings of loving the collective, the team and the enterprise. This year, * * * conducted a training, including service skills training, induction training for newcomers and special training. The training of these courses has played a positive role in expanding the management ideas, professional knowledge and industry vision of middle-level managers, at the same time alleviating various contradictions and conflicts in the management process and enhancing the feelings among employees and between employees and customers.
6. Strive to improve production efficiency and work quality.
In order to improve production efficiency and work quality, we have transferred professional and technical backbones and actively participated in the work of the company's leading group for saving energy, reducing consumption, increasing production and increasing efficiency. They pay attention to the advanced index level of domestic enterprises of the same type, adjust the potential tapping plan in time according to the actual completion of each unit, continue to implement the "rolling" plan of technical and economic indicators, pay attention to the collection of daily data, and grasp the fluctuation of various indicators in time as the basis for adjusting the index plan next month, and make a comparative analysis of the main energy consumption indicators that affect the cost.
7. Pay close attention to safety management and attach great importance to safety implementation.
Safety work is the most important task of the company. The safety of employees will cause some safety accidents of others, such as guests slipping when cleaning. This year, the on-board department of Kunming Company failed to check the employees' health, which led to a driver's death in the airport bathroom during working hours due to his past medical history. Through this incident, our department attaches great importance to it, strengthens the physical examination of employees, and checks at all levels to prevent such accidents. This year, it never happened in our department. Strengthening the responsibility of leaders in charge and leaders in charge requires all regions to strengthen management, strengthen measures, implement work, prevent delays, and work hard to achieve the goal of "civilization, peace and harmony". Do a good job in the construction of surrounding environment, fire protection and road traffic safety, and do a good job in hidden danger investigation and special rectification, leaving no dead ends; Willing to invest special funds to purchase safety equipment; Strengthen mass prevention and treatment, nip in the bud and ensure the safety of the terminal building.
8. Handle complaints and prevent similar complaints from happening again.
The first is the complaint about the service attitude. Some administrators are not serious, unfriendly, cynical and indifferent to customers. Some work methods are simple, service attitude is not good, and they can't answer customers' questions patiently and correctly. B. Service quality complaints. Some administrators did not act in the management process and did not deal with the bad phenomenon of violating professional ethics in time. When answering questions, you pushed me and I pushed him, and they did not answer enthusiastically. Take advantage of our work mistakes, especially improper handling and communication after mistakes, and deliberately provoke conflicts that worsen the situation. At present, many excellent managers finally leave our management team, which is closely related to this situation. In view of the above service complaints, we should strictly guard against them, and we will solve these problems one by one in the training and correct them in time.
9, the handling of emergencies and the prospect of the next step.
First of all, formulate an early warning mechanism for emergencies, abide by laws and regulations, and formulate emergency prevention and plans according to the needs of the situation. Designate an emergency handling working group and a media public relations group, which have the ability to temporarily respond to the overall situation and properly handle emergencies in the first place. According to the summary of the whole year's work and the prospect of the next step: First, the management level needs to be improved. First, the comprehensive qualities of managers such as cultural literacy, professional knowledge, foreign language level and management ability are uneven; Second, a set of standardized and systematic feasible "management mode" has not been worked out; Third, individual behaviors such as "rule by man" management and random management occur from time to time among some managers.
Secondly, the service quality needs to be optimized. From many inspections and customer complaints, it is found that the service quality of employees in various departments and positions is high and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, cleanliness is not in place, and equipment maintenance is not timely. It also affects the overall service quality of our team.
Through the review and summary of the work throughout the year, all employees are encouraged to enhance their self-confidence, cheer up their spirits, carry forward their achievements and rectify problems. The management objectives, business indicators and work plans for the new year will be formulated to guide the comprehensive development and concrete implementation of the work of various departments in 20xx.
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