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1、酒店前厅部、管家部年度工作总结 第一篇：酒店前厅部、管家部年度工作总结 酒店前厅部、管家部年度工作总结 Antechamber ministry, chamberlain ministry, 2003 year job reviews 2004 year job to look into report in a flash, 2003 be about to parting, striding one brand-new year to us. Right 2003 bright and beautiful for the hotel, from prepare to construct pr
2、actice, experienced wind storm rain, it is under the arduous effort of hotel leader, employee, will open wide a gate to the society on September 28 eventually, meet friend of guest of the four seas. One, 2003 year job reviews antechamber ministry: 1, 7, August, the invite applications for a job that
3、 basically has stuff and groom the job. 2, September, to the end of September, the primary goods and materials that the branch finished to run on antechamber is deployed. 3, October portion, since October 12, investment of hotel guest room tries do business, accept book, salute the advent of exposit
4、ion of small commodities of the 3rd international. In the practice operation of employee, make mistake to its, fallible problem, make groom in the hillock of specific aim, can say, october, to antechamber ministry, it is to have those who challenge a gender in January, but under the effort that reac
5、hs a section in hotel leader, the reception of the exposition that finishs satisfactorily the task. 4, November, the reception that sums up exposition branch circumstance, undertook major to ministry of guest of center of total stage, business affairs, ceremony groom, especially total stage, during
6、exposition, base of staff professional work is not strong, working error is more, the branch is right this, undertake technical professional work is summed up, decide in November, the business that will have major two months to total stage in December operates flow to groom, its groom schedule is as
7、 follows: (see subordinate list one: Antechamber ministry November, will groom in December plan) 4, December, the branch takes an exam through theory and real operation, reach working duty, manner according to the professional ability with daily to employee foreman, undertake rating afresh to employ
8、ee wages pay, the popular feeling of employee was stabilized on certain level, to the branch coagulate the function with provided force to also rise particular; Make piece “ system of sectional rewards and punishment “ , undertake handling to routine error, serious person undertake cash is punished,
9、 and every months of bottom is outstanding to the branch employee undertakes selection (2) , good is punished so that condemnatory cash rewards employee, solid it is therefore “ those who take at employee, use at employee “ . Chamberlain ministry: 1, 7, August, the invite applications for a job that
10、 basically has stuff and groom the job; Weave “ the material end guest room shop purchases detailed account “ . 2, September, undertake open up wasteland works; Follow urge the material end each shop to reach the designated position. 3, October portion, it is under the effort of hotel leader and bra
11、nch, the reception of the exposition that finishs satisfactorily the task. During exposition, employee can be done only from a day 4, 5 rooms can make 12 rooms to a day, from which change, reflective employee people integral quality had rise certainly. 4, in November, December, chamberlain ministry
12、from detail proceed with, basically grab clean and wholesome job. Overcome edge construction, edge to do business brought heavy difficulty, make the state has the sanitation of the hotel to change certainly. 5, the basis moves actually, edit finish “ post duty and operating sequence “ . 6, strengthe
13、n control of content cost cost, easy bad news is tasted from October 19, 6 yuan / the world falls November 10, 33 yuan / day. (see subordinate list 2: Chamberlain ministry groomed 2003 plan) 2, the problem that in going one year, exists: 1, employee abides by sex of hotel regulations system not stro
14、ng, disobey phenomenon of discipline of inn compasses inn to happen from time to tome. 2, employee rank quality is not quite mature still, employee fluctuation is big. Lack staff of skilled a gleam of, the horizon standard of cadre of low level management also remains to rise. Because most employee
15、just was walked out of from the school gate, lack social experience namely, without what cognitive also to the hotel, although pass a few months groom, but to hotel of fast star class, especially hotel of 5 stars class should be achieved after all how doesnt a wholesome standard have very good actua
16、l acknowledge, although know to want bright and clean, fine dirt is not caught, but most to them person will tell, that just is it seems that can think and cannot ideal state. Moreover, though they groom through theory, also had had brief field trip in other public house, but not quite skilled after
17、 all, reason is deficient in working method, technology, experience somewhat, working schedule is not quite fast, also cannot bear the workload of high strenth. 3, skilled sex is insufficient in employee unit process of cargo bandling, service craftsmenship is defective. With its photograph of hotel
18、 of his 5 stars class is compared, put in experiential difference, service standardization still can be dealt with, but the service of flexibility, individuation is lacked relatively, and hotel of 5 stars class needs this kind of service just about. 4, between the branch, between post cooperate to r
19、eturn insufficient tacit understanding, lack is communicated. 5, the employee English level of a gleam of such as downstage, telephone exchange is not high, remain to groom further. 6, enter often live client quantity is little, passenger source market is not stable still. 7, project bequeath and ma
20、intenance problem still did not get be settlemented thoroughly, create product of partial guest room unqualified. (Subordinate list 3: Maintenance project detailed list) 8, basic goods configuration did not reach the designated position, cause guest room product to be not perfected, the room appears
21、 drab. The guest reflects the warmth that does not have place of room of 5 stars class to reflect, costly move generally. (subordinate list 4: Chamberlain ministry guest room did not arrive article detailed list) 9, establishment of relevant form a complete set is not perfect. Recreation of business
22、 affairs floor, professional bar, Ktv, fitness, bazaar did not reach the designated position. The visitor that enters a public house is pursuit eats, live, amusement, buy process of a series, ability content is worth such house price somewhat. 10, the communication tool of employee did not reach the
23、 designated position, cause rate of make the rounds of the wards slower. 其次篇：酒店前厅部工作总结 自今年三月接手前厅部并兼职pa的工作对我是个不小的挑战，在进入工作状态之前，一是对工作环境熟识及与员工的互相相识，有目的地削减生疏感，快速把自己融入到九鑫这个大家庭当中。 二是在对酒店的管理模式和客源结构有了基本了解后，适度调整自身状态和管理方式，初步建立与新老员工之间，与部门之间良好的合作关系。 第三是协作老师的培训，强化规划化管理和程序化操作，以期到达服务质量明显提高的要求。 至于前面两点，信任凭多年的酒店从业阅历和谦
24、和的特性已快速进入到了这个圈子里，关键的第三步通过50天的培训，部门员工在礼节礼貌；仪表仪容及岗位技能方面都有了确定的进步，但说到员工优质服务的可塑性；部门工作的高效性上来，又是一个任重而道远的目标。 一 总台工作总结 总台这一年来的工作，从人员上来说来来去去而且新手较多，从开业到如今人员就几乎没有整齐过，虽然工作还算基本开展了下去，但不尽如人意的地方还是很多，表如今对客服务方面有这么几点，一是缺乏主动热忱服务意识，没有耐烦心，看法生硬，二是责任感差，比方对于来宾的诉求只是简洁的告之责任点，很少去了解和催促事务的结果，往往因怠慢客人而遭到投诉，表达在工作上就是不细心，如对账目的处理就比较马虎大
25、意，因为大意修修改改，三是团结协作不够，尤其在于其他部门的工作协作还不到位，甚至还发生过言词激烈的争吵，四是劳动纪律一般，脱岗现象严峻。 造成这些问题的出现，客观上看可能因为人手紧，上班时间长，简洁疲乏，长期会造成心情上的不稳定，这种状况下为稳定队伍有些制度也没有严格执行。主观上还是存在疏于思想管教，过分袒护其不符合规范的行为，总台服务要求的谦恭；耐性；微笑；周到和快速的服务标准做的也没有意料的好，所以这一块需要提升的空间还很大。 从总台现有的接待员工作状况看个人评价省略 二 运营状况省略 三 2022年工作支配 由于九鑫山庄所具有的特殊性，既担当政务接待，又担当主管上级单位的接待，还面对社会
26、游客开放，展望2022年，随着一号楼改造完成，九鑫山庄已经整体向高规格酒店看齐了，为了有与之配套的前台服务队伍，总台的工作要做如下调整， 1；考虑到本酒店的性质，规模和业务量，为保证前台的工作效益以及便利顾客，正确设立前厅部组织机构及人员编制。 2；对酒店服务工作的性质而言，每一项具体的工作都有其具体的特殊技能要求,规范岗位工作细则和服务流程，除了客观衡量员工合格与否，也是指导员工工作是否到达最低要求的根据条文。 3；对客服务是一项整体性和系统性的工作，不是一个人或一个部门就能做到的，为了保证经营与管理的胜利，就必需强调整体运作，主管要驾驭有效沟通的方法和技巧，做好部门内与外，横与纵的沟通协调
27、，靠整合优化来实现高效的服务。 4；加强内部管理，严格各项工作指标和规章制度，杜绝员工的麻痹思想，加强平安防范意识，节能减排意识， 5；结合酒店软/硬件更新，加强客户探望工作以及完善客史档案系统。对酒店可投资性客户做到熟识，明确反映出来自客人的集中性问题，听取客户看法，亲热与客人联系促进感情沟通，保证确定的客户群。 6；建立酒店营销公关通讯网，重点之一就是建立完善的客史档案，按签单重点客户，会议接待客户，有进展潜力的客户等进行分类建档，具体记录客户所在单位，联系人姓名，地址，全年消费额等，保持与政府机关团体，各企事业单位，商界人士等重要客户的业务联系，在岁末年终或重大节假日及客户的生日，通过电
28、话，发送信息等平台为客户送去我们的祝福。以及酒店有重大活动时邀请客户参加， 7；培训工作的重点除了规范服务程序，更要留意培育爱岗敬业；团结奉献精神以及礼仪姿态等能表现出一个人良好的综合素养这些方面来。 pa的工作总结会难一点，因为我自己就是个新手，刚起先的时候有的人是会有一些抵触，在这种状况下，必需尽快形成一个团队的凝合力，为了具有个人感召力，我情愿去尝试他们的具体工作，所以始终处在边看边干边学的过程，年纪大的人嘴会比较零碎一点，但只要自己放的下架子，以身作则亲自动手做出表率，是可以树立起一种威信的。 事实证明，以柔克钢的管理手段还是行之有效的。比方在工资标准公布后，由于没有到达大家预期标准，
29、很多人思想波动是很大的，当然为了安抚低落和不满的心情，我也代大家陈述了想法，作为员工的代言人和上级的执行者，我的两难得到了领导的宽容在此深感欣慰。 经过老师的培训和在许总的指导下，pa的整体工作有条不紊的绽开，完善了各项工作要求和建立了操作程序以及管理制度，领导出于对工作严格规范的要求，有时候会直截了当指出工作中的缺乏，刚起先会使我感到特殊尴尬，但只要你对工作是真正上了心，你会觉察自己犯的错其实是很明显的。 完备是一种志向主义，精益求精才是看法。 四 严以律己，改正缺乏 作为半年多来的工作回顾，盼望在今后的工作中，从以下四个方面来改正自己缺乏之处，以便更好更顺当的开展工作。 一在工作中要擅长理
30、解别人，包涵别人，保持进取心，留意培育自己多方面的实力素养，争取成为本职工作方面的能手。 二工作上要有高度责任心，建立更加流畅的沟通渠道。 三要经常站在别人的立场上视察自己，实事求是的对待自己，感于找寻自己的弱点和承认工作中的缺乏。 四加强内部管理，调动员工的主动性，通过大家共同努力，把我们的公共区域变得更加温馨、整齐。 五 提高管理者素养 酒店是一个青春职场，酒店服务应当是充溢愉悦和朝气的，在工作中能保持一颗快乐的心，这样的状态服务才有质的飞跃，在此基础上既要团结协作，各项工作才能顺当开展；又要有序竞争，服务质量才能提高，为此； 1管理人员要有大局观目光不能只放在自己部门上，事不关己高高挂起
31、的思想有碍管理进步。 2管理人员要有担当责任的志气遇到问题首先尽可能的解决问题，而不是先推诿责任，事后再来总结得失 3管理人员要尽力做到公允；公正和公开员工才是企业进展的基础，企业的胜利首先是员工的胜利，受到正确对待的员工发挥的能量更大 4管理人员要有调动员工主动性的实力这一点尤为重要，酒店的工作大部分都是枯燥的而繁琐的，加上生活上等其他一些缘由，员工难免有心情低落的时候，假如任由不满甚至悲观的气氛压抑着，即便工作能够完成，那也是供应的不合格产品俗话说微小环节确定成败，酒店管理无大事，做好小事，才能成就大事，服务质量的凹凸取决于微小环节工作的程度，只有将微小环节工作做到位客人才能感受到服务的存
32、在，这一点在山庄决策层的管理体系中得到了充分的体会。 六 其他建议 1每月一次部门协调会或大型接待前后的筹备与总结会。 2每周一次管理人员参加的卫生大检查 3每周各部门评1名服务之星，得星最多的月底既为优秀员工， 4定期实行技能比武比方客房铺床；餐饮摆台优胜者加评估分 5设员工活动室或开展文体活动 6设店讯栏报道或通告和酒店有关的事 7员工因考勤扣除那部分工资返回部门作为活动资金 8设看法箱 9员工生日送小礼物 第三篇：酒店前厅部工作总结 酒店前厅部工作总结 Had gone two years, in this year, big public house of open waters of
33、 sea of 1000 islands lake falls in the joint efforts of fluctuation, management outstanding achievement had bigger promotion. Old hall undertook update and be transforminged, make the service project of the hotel more perfect, load a broadband to guest room of 5F, 6F at the same time, satisfied the
34、requirement of guest of more business affairs. All these brought opportunity of survival and hope to the hotel. Of the level of service of perfect, employee of the project of newer, service of hotel facilities rise further, make my hotel had taller reputation in hotel industry. These active manageme
35、nt that are store level leader and all hotels are departmental the effort of door employee is not divided. So the hotel pays attention to the cultural and ideological progress of employee relatively, come this year below the circumstance that antechamber ministry changes ceaselessly in personnel, al
36、l employee still can overcome enterprising of difficult, solidarity, the satisfactory hotel that finish gives each welcome the job, annual welcomed VIP group in all, the conference countless, in whole in recieving a process, get of the guest reputably, come one year antechamber ministry has done the
37、 following works: One, strengthen vocational training, raise ministry of employee quality antechamber to serve as the appearance of the hotel, every employee should confront a visitor directly, the working manner of employee and service quality report give the service level of a hotel and level of m
38、anagement, because of this pair of employee the working key that grooming is us, will make in the light of 5 branch this year groom in detail plan: Be aimed at telephone exchange, we undertake skill grooms receiving audition phone language; The baggage that is in in the light of baggage is carried a
39、nd check service undertakes grooming; The ceremony courtesy of dest clerk and skill of carry out room groom; Especially all to antechamber ministry employee will undertake the foreign language of a month grooms is as long as July this year, judge check to lay next certain foundations for the star th
40、is year, just can let employee have on skill of Wu of professional knowledge kimono through grooming only rise further, gift is nicer provide excellent service for the guest. 2, engraft to employee “ broaden sources of income and reduce expenditure, add close cut down expense “ consciousness, contro
41、l good cost “ broaden sources of income and reduce expenditure, add close cut down expense “ it is every enterprise not arrowy pursuit, antechamber department employee answers the call of the hotel actively, begin managing, cut down expense activity, control good cost. For managing charge, antechamb
42、er him ministry buys plastic basket to hold the key of the group, reduced the use amount of key bag and room card, to the hotel managing charge (no matter be a group,still come loose so guest, every room must fill in to the room gets stuck and use key bag, after using room card and key bag through g
43、roup house, saved cost greatly, the room blocks 0.18 yuan / piece, key bag 0.1 yuan / , everyday group house 100 above, a year but the fee with managing bigger brushstroke) ; Business affairs center is used expire forms for reporting statistics will print draft paper; Supervise and urge the employee
44、 of accommodation is managing with water and electricity; Control good office articles for use, had used each each pieces of paper, pen. Pass these control, achieve for the hotel close make the contribution with antechamber due ministry. 3, the sale consciousness that strengthens employee and sale s
45、kill, rise to lead antechamber ministry basis market condition, actively is advanced medicinal powder guest room sale, come this year the hotel rolled out a series of plan of guest room sales promotion if: The sales promotion activity such as 1000 yuan of certificate of fan room, integral card, acti
46、ng gold, card, dest clerk is in hotel privilege policy while mix according to market level that day enter a circumstance to master house price neatly, come loose downstage the guest had apparent addition, enter rate rise somewhat, emphasize dest clerk: “Want downstage guest only, we want method lets
47、 guest take up ones quarters “ tenet, strive for more live entering to lead. 第四篇：酒店前厅部工作总结 Hotel Qian Office Department summing up the 08 is Hotel does not ordinary of a years, from Hotel reform yilai Qian Office Department actively combined with marketing department reception has various different
48、type and scale of meeting, most significantly of as Jing River Street of meeting reception, meeting of success reception get has Jing River Street leadership of consistent recognized, pay total has return employees of hard sweat eventually for to has success of results, however from meeting reception in the we although made has must of reception experience, but also has must of insufficient, service of passive sexual, All did not want the work to complete before the guests, also see our shortcomings