Summary is a written material that reviews, examines, analyzes and evaluates a certain stage of study or work afterwards. It is a good way to increase your talents. Write a summary. Have you figured out how to write a summary? The following is a summary of hotel pa work I collected for you, for reference only. Let's have a look.
Since the summary of hotel pa work 1 20xx, with the support of leaders and the close cooperation of colleagues, we have worked hard, conscientiously, pragmatically and decisively, and successfully completed our own work and other tasks assigned by leaders. Under the careful arrangement of the hotel's senior leaders, our xx hotel successfully passed the final evaluation of five-star hotels by the National Tourism Administration and the annual evaluation of "leading" world-class hotels. This year is an extraordinary year for our xx hotel, and it is also a milestone in the development of xx hotel.
In this year, although our PA department has made some achievements, we also found that the work plan is not perfect, such as the training effect of the employees of outsourcing companies is not ideal, the implementation of the work plan is not in place, and the turnover rate is high, which needs continuous improvement in the work. Although there are so many shortcomings, in order to meet the requirements of the hotel, our PA department will definitely work harder and be more strict with itself. In the next stage, we will implement the work in strict accordance with the weekly plan, monthly plan and quarterly plan, so that the daily work of our department can be carried out in an orderly manner. Summary of main work contents of PA department in 20xx;
(1) Complete the training for the management of outsourcing companies, with a total of 68 times a year, reaching 4 times a month, with no less than 3 participants each time, and each person has taught for 2 hours.
(two) to complete the transformation of peripheral greening and the maintenance and replacement of indoor green plants and atrium plants. Greening and pruning, watering plants in hot weather, sowing grass seeds, etc.
(3) Follow up the monthly hotel reception arrangement, follow up the cleaning, crystal surface maintenance, carpet cleaning and other work to provide guests with a clean and comfortable environment.
(4) The insecticidal company will completely disinfect all public areas of the hotel on Monday and Wednesday.
(5) Complete carpet cleaning in the banquet hall, Chinese restaurant, lobby bar and guest room lobby.
(6) Complete the maintenance, jointing and repairing of marble crystal surfaces in guest room lobby, clubhouse lobby, Chinese restaurant and leisure area.
(seven) to complete the cleaning of high-level lights in the area and the scraping and washing of window glass every week. Sky Club is clean, and the guest toilets are clean every Sunday.
(8) Watch the pest control and water quality treatment in koi fish.
(9) Continuous learning and innovation in greenhouse work have improved the flower arrangement technology, reached the requirements and standards of five-star hotels, reduced the cost at the same time, and made high-standard floral art with low-cost expenses.
(X) In order to control the cost more effectively, our department analyzed the costs of 20xx and 20xx: the breakdown of greenhouse costs of 20xx and 20xx (unit/yuan).
(1 1) In order to reduce the loss of employees in the department, our department made statistics on employees who left the department in 20xx:
(XII) In order to effectively save departmental costs (mainly contract funds), our department has made the following analysis of departmental costs in 20xx and 20xx years: Details of monthly contract expenditures in 20xx years (unit/yuan).
Summary of hotel public broadcasting work in 20xx, according to the activity plan of "inspection, layout and construction" of fine building management, and in order to solidly and effectively promote the in-depth development of "management innovation year" activities, combined with the actual situation of our department, we have done the following work.
I. Basic information
According to the unified requirements of the building, hold a meeting to convey the spirit and formulate an activity plan in combination with the actual situation. At present, more than ten problems have been investigated and dealt with in carrying out activities in an all-round way, mainly because employees are not strict and serious during their employment. Through ideological education and perfecting the system, we can fundamentally solve the problem.
Second, the development situation
According to the actual situation of the department, check the problem from the following aspects.
1, system
PA Department is one of the newly established departments after the renovation of the building, which is mainly responsible for the regular cleaning and maintenance of all public areas, marble and carpets in the building, so that every customer who enters the building has a fresh and beautiful feeling.
Although the cleaning and maintenance of public areas can not directly produce economic benefits, it is eye-catching, demanding and influential, and plays an important role in reflecting the value of the hotel's main products. Public areas are different from guest rooms and restaurants, and their regional decoration and layout are also very different. The characteristics of passenger flow activities are different, the control is difficult, the scope is wide, the area is scattered, the requirements of cleaning and maintenance are high, and it involves a wide range, so some sanitary dead corners need to be cleaned regularly. Based on this, we made some weekly plans, monthly plans, quarterly plans and annual plans. According to these plans, our work is proceeding in an orderly way.
Step 2 manage
At the beginning of the year, the business goal issued by the group company was to protect capital, but in 20xx, the bureau made up for our loss of 3.79 million yuan. This year, we are required to achieve a turnover of150,000, which is only a loss control target for our department building. However, as owners, we should think about the building and strive to generate income from abroad from cost control.
Summary of Hotel pa Work Since 3 20xx, with the support of the leaders and the close cooperation of my colleagues, I have been conscientious, conscientious and hard-working, and have successfully completed my own work and other tasks assigned by the leaders. Under the careful arrangement of the hotel's top management, our xxxx hotel successfully passed the final evaluation of the five-star hotel of the National Tourism Administration and the annual evaluation of the "leading" organization of world-class hotels. This year is an extraordinary year for our xxxx hotel, and it is also a milestone in the development of xxxx hotel.
In this year, although our PA department has made some achievements, we also found that the work plan is not perfect, such as the training effect of the employees of outsourcing companies is not ideal, the implementation of the work plan is not in place, and the turnover rate is high, which needs continuous improvement in the work. Although there are so many shortcomings, in order to meet the requirements of the hotel, our PA department will definitely work harder and be more strict with itself. In the next stage, we will implement the work in strict accordance with the weekly plan, monthly plan and quarterly plan, so that the daily work of our department can be carried out in an orderly manner.
Summary of main work contents of PA department in 20xx;
(1) Complete the training for the management of outsourcing companies, with a total of 68 times a year, reaching 4 times a month, with no less than 3 participants each time, and each person has taught for 2 hours.
(two) to complete the transformation of peripheral greening and the maintenance and replacement of indoor green plants and atrium plants. Greening pruning, watering plants in hot weather, sowing grass seeds, etc.
(3) Follow up the monthly hotel reception arrangement, follow up the cleaning, crystal surface maintenance, carpet cleaning and other work to provide guests with a clean and comfortable environment.
(4) The insecticidal company will completely disinfect all public areas of the hotel on Monday and Wednesday.
(5) Complete carpet cleaning in the banquet hall, Chinese restaurant, lobby bar and guest room lobby.
(6) Complete the maintenance, jointing and repairing of marble crystal surfaces in guest room lobby, clubhouse lobby, Chinese restaurant and leisure area.
(seven) to complete the cleaning of high-level lights in the area and the scraping and washing of window glass every week. Sky Club is clean, and the guest toilets are clean every Sunday.
(8) Watch the pest control and water quality treatment in koi fish.
(9) The continuous learning and innovation of greenhouse work has improved the flower arrangement technology, reached the requirements and standards of five-star hotels, and at the same time reduced the cost, making a high-standard' flower arrangement' at low cost.
(X) In order to control the cost more effectively, our department analyzed the costs of 20xx and 20xx:
20xx 20xx greenhouse fee breakdown: xxx (unit/yuan)
(1 1) In order to reduce the loss of employees in the department, our department made statistics on employees who left the department in 20xx:
(XII) In order to effectively save departmental costs (mainly contract funds), our department analyzes departmental costs in 20xx and 20xx as follows:
20xx 20xx Contract Monthly Expenditure Details: xxx (unit/yuan)
Summary of Hotel pa Work 4 In a blink of an eye, 20xx years will soon pass. Although in the past days, under the leadership of our leaders, we created extraordinary achievements and ideological reports with our own efforts and labor, but it will always belong to the past. Now that the new year is coming, we need to work hard to let the sun shine in and open up our own life!
Now make a simple summary of this year's work.
First, improve business skills;
1. Special thanks to the department leaders for giving me this opportunity to study in rotation from March to August this year. In this short period of half a year, I not only became familiar with the procedures and responsibilities of the guest room and the butler center, but also learned a lot, which benefited me a lot and improved my business skills and my own quality.
2. In the past, I only knew the treatment methods of all kinds of stains, the cleaning and maintenance of ground stones, and the clean use of machinery and equipment, but under the guidance of superior leaders these days, I have mastered it and can operate it smoothly.
3. I have never been exposed to landscaping before, but I have learned a lot about greening management in PA and practical work these days, but I still lack a lot: for example, the arrangement and decoration of indoor flowers will be strengthened in the future, and I will continue to learn from other colleagues in my daily work to further master it.
Second, briefly report on the work completed this year.
1, complete the daily cleaning work of the East-West Building and the whole park;
2. Complete the dust removal work at an altitude of more than 2m in the east-west building once a week;
3. Complete the weekly cleaning of toilets in East Building and West Building;
4. Clean the bottom of all furniture once a week;
5. Clean up the ground oil stains and stone carvings outside the garden compartment once a week;
6. Clean and dust the stone pillars in the lobby of the East and West Buildings once a week;
7. Complete the glass cleaning work inside and outside the lobby of the East and West Buildings once a week;
8. Complete the cleaning of scale on all sputum barrels and large bowls in the East and West Buildings once a week;
9. Complete the cleaning of cobwebs in public areas;
10, complete the carpet cleaning in each area;
1 1. Complete glass cleaning in public areas;
12, complete the cleaning and maintenance of the ground stones in the east and west buildings, villas and SPA front desk;
13, complete the cleaning of street lamps and walkway lamps in parks and hotel rooms every month;
14, complete all kinds of conference reception, toilet sanitation and cleaning;
15, complete the treatment and cleaning of all kinds of stains in the main room of the apartment;
16, finish cleaning and waxing the wooden floor of D6 building and commodity department;
17, finish cleaning the moss on the park heat pump and elephant trash can;
18, complete the weekly cleaning of the floor mats of East-West Building, Villa and D6 Building.
19. Complete the weekly cleaning and maintenance of the elevators in the West Building and Group F;
20. Complete daily attendance and monthly attendance.
2 1. The east building took three steps to crystallize, the west building took two steps to crystallize, the restaurant took 1 step to crystallize, and the bathroom on the first floor of the east building took 1 step to crystallize.
22. Complete the cleaning of overhead spotlights in bathrooms in East and West Buildings 2-3 times a month.
Third, the control of material cost.
1. Distribute tools carefully every day and keep records. If other departments borrow it, they need to write a debit note. Check the tools in the workshop irregularly, and remind employees to clean and maintain the tools at any time.
2. Controlling the material cost is an important task for every hotel. In the past, it was often seen that employees threw away garbage bags when throwing garbage, constantly strengthening environmental awareness and reducing material costs. When collecting garbage in the park, they use scooters and buckets to clean the toilets in the east and west buildings, and change them every 7 to 10.
Fourth, personnel.
In the past, seven people were needed to clean the ring roads and corridors in the park. However, according to the actual workload of employees, after a period of running-in, now only five people are needed to complete the assigned work on time and in good quantity. In the past, one foreman and two waiters were needed for night shift, but after a period of running-in according to the actual workload of employees, now only one foreman and one waiter are needed to complete the planned sanitation and patrol in all areas. The quality of work has also improved, and some employees have been eliminated by themselves. Now everyone is appointed, and the work flow chart of each position is compiled, and regular and irregular inspections are carried out. Only when they pass the health and quality inspection can they leave their jobs. Communicate with employees frequently, minimize staff turnover, and constantly improve service level and business skills.
Verb (abbreviation for verb) Facilities and equipment.
1. The facilities and equipment in the East and West Buildings are frequently maintained, and the toilets are always running. It is required to strengthen patrol inspection every shift every day to ensure normal use.
2, the bathroom spotlights, light belt maintenance is also more frequent, which directly affects the health and beauty, and the maintenance rate of the engineering department is very high, which also brings them difficulties.
3. The windowsill of the women's bathroom on the second floor of the west has serious water leakage, which is a potential safety hazard. It has been reported to the engineering department many times, but it has not been handled by Diya Company. Now arrange the staff in charge of this area to strengthen patrol and hygiene.
Sixth, training.
The personnel of the Ministry of Environment are a little older and it is difficult to train. The training efficiency in the first half of the year was very low. However, after daily training before and after work and practical work in the second half of the year, all employees' business skills and service awareness have been improved.
Seven, the quality of health services.
Because the public area of the hotel is relatively wide and involves many things, the cleaning and maintenance of the public area of the hotel directly affects the guests' first impression of the hotel. Guests and tourists often stay in public areas and regard it as one of the criteria for judging the whole hotel grade.
In order to improve service awareness and sanitary quality, the park conducts regular and irregular inspections every day, and the East and West Buildings are carefully handed over every day. Only when the hygiene quality is up to standard can they leave their jobs.
Eight, shortcomings.
1, the health plan is not perfect and the implementation is not enough.
2. The employees of environmental protection group lack cultural foundation and business skills, and the training needs to be strengthened;
3. Lack of management thinking, unable to think and find problems;
4. Employees lack enthusiasm, initiative and adaptability;
5, the target positioning is not accurate.
6. The apartment owner used tableware after dinner, but the catering department failed to take it away in time.
Nine, rationalization proposals.
1. The department used funds to buy some gifts, organized a variety of skill competitions every month and distributed them to outstanding employees, which not only improved the enthusiasm of employees, but also improved their business skills.
2. It is suggested to organize management personnel to study and train regularly.
As a PA foreman, I am well aware of the great responsibility, because the lack of business skills and service awareness of employees will directly bring inconvenience to work. If you want to welcome more guests and repeat customers, you should set an example and always serve every guest with an optimistic attitude and a positive work attitude, regardless of departments, you and me. From the moment you let the guests go back to the hotel, you will feel at home and make every guest swear to stay in your hotel next time. Because I am not only passing by and close to the beautiful scenery and unique decoration style here, the service of the waiter also makes me feel at home.
Let's work together to build a brand hotel, build a brand team and describe the brand life with actions. The beauty of life lies in creation, and the beauty of youth lies in struggle. Always think that experience gained in practice is the most precious wealth, and it is very important to face challenges.
Summary of hotel public broadcasting work 5 1. This week, I completed the following work:
1. Work overtime and complete the transformation and rectification as soon as possible.
The most important work of this year's guest room is the early decoration. We have overcome many difficulties and carried forward the spirit of not being afraid of hardship and fatigue. On the basis of my own work, I worked overtime and fought continuously, and completed the cleaning, arrangement and indoor and outdoor sanitation of new and old furniture in the early, middle and late stages of renovation in a short time, which ensured the decoration and timely rental of rooms and made our contribution to increasing hotel income.
2. 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 the room staff, since I came to the hotel, in view of my unfamiliarity, irregularities and phenomena in the service terms of various posts, I learned the service terms of posts among my colleagues and in the training of the hotel room manager, and then absorbed them for 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 study and apply them harder.
3. Expand the application information of the surrounding environment in this area, 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 buses in Baiyin, important places, important units in Baiyin, and the geographical location of hotels. 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 hotel's main income comes from guest rooms, and it is engaged in guest room work. The first thing to do is how to make rooms sell qualified products. I strictly implement the "three cleanness", "three degrees" and "two inspections": hygiene system, which includes room hygiene, bed hygiene, bathroom hygiene and so on. 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 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 the tourist source structure in China, there may be some overseas groups and individuals staying in our hotel, 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 increases employees' knowledge and enriches 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 hotel, and the capital cost is also very 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 hotel.
8. Take care of the green bonsai and try to dress up a perfect face for the hotel.
We take good care of the existing bonsai in the hotel. Every day, besides watering regularly when cleaning, we also wipe the leaves with beer left by our 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 hotel. 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.
1 1. In order to strengthen mutual learning between our departments, the leaders specially arranged for us to go to other departments for work investigation, so that we can study in depth, deepen our comprehensive quality, increase the variability of our work, and let everyone do their essential work more attentively and intently.
This week, due to various reasons, there have been many 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. 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.
During this period, I have several feelings after work, either for the hotel or for myself. they are
(1) Hotel
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 hotel have little to do with 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.
The above is a summary of this week's housekeeping work. Finally, I would like to thank the hotel leaders for their support and understanding of the housekeeping work this week, and thank all departments for their good cooperation with the housekeeping work. I hope everyone will unite and cooperate in the future, and * * * will contribute to a better tomorrow for the hotel.
Hotel pa Work Summary 6 In the past week, with the help of leaders and colleagues, I have an updated understanding of all positions. The main job of the assistant manager in the lobby is to ensure the smooth progress of the daily work of each position in the department, coordinate the relationship between the department and other departments, make the front office work of the hotel go smoothly, handle guest complaints, and receive the leaders of superior units and daily guests.
In daily management, try to follow rules, avoid work accidents and management loopholes, keep abreast of the on-the-job situation of employees in various positions in the front office, and ensure the smooth reception work in the front office. Strengthen the contact with the room service center to understand the situation after the guests check in, the cleanliness of the room and the various needs during their stay. Grasp the guest's checkout situation and feedback on the hotel's opinions, and report to the boss and relevant departments in time.
In this position, I feel challenged every day, because I will meet different guests and different needs; I have different feelings every day, and I will be delighted by the successful communication with guests, especially foreign guests, excited by the full house, and enriched by the busy work it brings; It will also be frustrated because of the limitations of equipment or conditions that cannot solve the requirements of guests; I will put a smile on my face, put my enthusiasm into action, and greet every guest with a good gfd and a friendly and warm smile.
The front desk is the facade of the hotel, and it is also the place where guests ask questions, reflect the situation, make suggestions and complain. Every employee should directly face the guests, and their work attitude and service quality can reflect the service level and management level of a hotel. As the assistant manager of the hotel lobby, I always adhere to the style of "guests first, service first" and "guests are completely satisfied", and properly handle complaints of all sizes, even if it is to solve various problems of guests.
As the assistant manager of the hotel lobby, I always remember my work motto: "All the places that guests can see must be neat and beautiful;" Things used by guests must be safe and efficient; All employees who receive guests must be friendly and polite. "I sum up my experience after receiving complaints from guests every day, find out the shortcomings and correct them. And I gradually matured after summing up and improving again and again.
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