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 practice, 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 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 exposition 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 reachs 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 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 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 employee 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, 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 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 branch, 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 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, strengthen 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 strong, 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 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 doesn’t a wholesome standard have very good actual acknowledge, although know to want bright and clean, spotless, 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 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 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 return 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 maintenance 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 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 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 designated position, cause rate of make the rounds of the wards slower. 3, the problem that is aimed at existence, management of 4 years, job plans protocol (one) , the sale plans 1, try hard together with sale ministry, develop share of justice black market, build sale network, improve hotel market hard have rate. 2, make count of hospitality history data, often live especially guest, with “ often live guest card “ the form is built book ministry skill data. 3, execute carry out room to sell system of integral rewards and punishment, of drive total stage promote consciousness, promote its initiative. 4, every months of rental to guest room rate, rental forehead undertakes type of forms for reporting statistics divides a gender, discuss among them casuse and effect jointly, let employee look “ participate in “ management, hack of clear understanding hotel guest room is actual manner. (2) , management plans 1, build “ service quality checks detailed rules “ , undertake buckling dividing making to offending the employee of the system, the form that assesses with float salary is reflected. 2, build “ optimal employee “ assess detailed rules, recommend candidate by sectional post, by the branch all employee are polled, have money reward to optimal employee. 3, hold financial department, guest room ministry, antechamber ministry to begin every months regularly harmonious meeting, chair every months by turns by sectional chief, greeting employee Yong Yue attends, the question raises between different department employee, relevant section has been done harmonious, after harmonious meeting, chair a branch to allot harmonious content to relevant section with the form of memorandum, carry out with the system in the future. 4, as always do good branch sanitation the examination of appearance of quality, appearance, courteous
ceremony works, build atmosphere of class of hotel fast star, provide more excellent service for the guest. 5, the essential feature that service quality is hotel brand, establish good brand image, principal is the quality that pays employee, the service quality of employee, firm department will establish sectional quality group, be the first by room Wu chief inspector, each area foreman is compositive member, every weeks of nonsked examination that has wholesome quality, service quality to each area. 6, the control that passes service quality, wholesome to employee quality, seasonable point out mistakes so that they can be corrected, contend for for the hotel achieve “ 5 stars “ had laid solid foundation. Individuation, characteristic is offerred to change a service for the guest on the foundation of standardization, as usual lives guest this respect, book prepare check of the sheet that register, room for its, the facilities facilities that serves him to want beforehand (wait like reticle) ; Give paper not onefold “ justice black daily “ , the proposal sends a few vogue sexual paper, “ city wall bulletin “ , “ Qian Jiang evening paper “ wait; The bed that make night increases heart of nocturnal bed bit, produce the advantage of Western-style food large kitchen, cost control is in 3~5 yuan, add service distinguishing feature; The proposal installs annulus of movie and TV to sow a system, the sale that increases guest room sells a site; Cover business affairs floor, always throw as soon as possible use, this is the mark of hotel of 5 stars class; In using cling to car idle time, offer the airport to receive aircraft service, add passenger source. Strive to make every had come bright and beautiful the impression that the guest can leave deep happiness. And effect of the mainest propaganda effect that still uses a guest, public praise, the beauty that raises a public house praise degree. (3) , groom plan 1, the standardization that launchs each station, program is changed groom. 2, sell the chief of other and relevant branch such as the ministry to groom to undertaking the across of professional knowledge please. 3, from reach store to different from 5 of inn period, undertake special English grooms. 4, undertake summary, analysis every months to the case of each post, discuss. 7, undertake to employee “ how tarry guest “ special subject grooms. 8, undertake to foreman “ the foreman that how becomes one success “ special subject grooms. 9, had become new employee groom into duty the job. 10, sectional interior does good across to groom. (subordinate list case 5: Ministry of 2004 year chamberlain grooms schedule) (subordinate list case 6: Schedule of work of key of ministry of 2004 year chamberlain) (subordinate list case 7: Schedule of work of key of department of 2004 year office) (4) manpower plans (subordinate list case 8: Schedule of manpower of ministry of 2004 year antechamber) was about to go 2003, we were full of passionate ground to be greeted one year new, monkey year. Be in a new year, good luck and difficulty coexist, target and real difference, want us to face, go meeting a challenge. It is under the impel of famous city of justice black trade, according to the working target of the hotel, solidarity spells spirit of rich, hearten, work hard, go creating bright and beautiful brilliant! (subordinate list one: Antechamber ministry in November, will groom in December plan) antechamber ministry in November, will groom in December plan date grooms content 12.01 book operation detailed rules; Book operation detailed rules above quota 12.02 medicinal powder the guest enters detailed rules of the operation that register; The domestic guest enters sheet to operate detailed rules; Greeting card operates detailed rules the 12.03 operating sequence that discharge a room; Guest room adds a bed to operate detailed rules; 12.04 organizations enter detailed rules of confidential room operation to register operation detailed rules; The organization books operation detailed rules; Organization add lives operation detailed rules 12.05 little test; Scanner is defeated by sheet to operate detailed rules analysis of 12.06 examination paper; Lost property announce the finding of lost property operates
detailed rules 12.09 passports knowledge tests 12.07 certificate knowledge detailed rules of the 12.1 operations that change a room; 12.11 defer retreat Dead Move operating sequence the room operates detailed rules; 12.12 agreements, Jin Ka operates detailed rules of add housing operation detailed rules; Processing of 12.13 rooms card operates the operation operation detailed rules of second daily agreement detailed rules; Accept wake operation detailed rules up; Guest leaves a message 12.14 free rooms operate operation detailed rules detailed rules; Value jail operates detailed rules; Visiting room operates detailed rules 12.15 little test; 12.16 examination paper analyse working instruction of early, medium, night shift; 12.17 computer are defeated by detailed rules of the operation that register debt only operation detailed rules; Check skill of odd, careful sheet; R/C single cross receives operation detailed rules 12.18 guest inquiry operates detailed rules; 12.19 generation open advisory service detailed rules the door operates detailed rules; The room blocks processing to operate detailed rules; 12.2 phones retreat detailed rules of key check operation the room operates detailed rules; Condition taking a room operates detailed rules 12.21 little test; 12.22 examination paper analyse process of processing of make the rounds of the wards of public security bureau; Cerebral dead machine handles an order; Lash-up of electric power cut handles an order remarks of 12.23 comprehensive tests grooms place: 7Lou Wenhui cabinet grooms time: 14:30-15:00* shows up; uses employee elevator; to cannot be asked in mobile phones of 7 Lou Xuanhua; please 5 minutes ahead of schedule please involve machine or shift to shake personnel of archives; morning shift, the day before yesterday night shift personnel is in 15:4Begin 5 minutes to groom; Groom set register one’s attendance at a meeting or at an office, without reason does not get absent (subordinate list 2: Chamberlain ministry groomed 2003 plan) chamberlain ministry groomed 2003 plan date grooms content will steward on July 16 the individual is ministry discipline and system, dress and appearance, wholesome on July 17 attitude of standard, appearance, courteous ceremony is normative the phone is respondent on July 18, the public house is basic entertain a guest diction, on July 19 HSKP English, public action, Xi Yi Fang De Chong Yao Xing 、 Qian Wei De Fen Lei 、 Ke Fang Lu Xiang Xun 7 Yue 24 Ri HSKP Ying Yu 、 Wei Shen Me Yao Qing Jie Bao Yang 、 Wu Zi Yu Qing Jie Bao Yang 、 Bao Chuang Lian Xi 、 Shui Xi Ji De Ju Ti Cao Zuo 、 Tai Bu De Zheng Que Xi Di 、 Xi Yi Fang De 11 Tiao Gui Zhang Zhi Du 、 Xi Yi Fang Ju Ti De Wu Da Kuai 7 Yue 25 Ri HSKP Ying Yu 、HSKP An Quan Shou Ze 、 Bao Chuang Cheng Xu Kao He 7 Yue 27 Ri HSKP Ying Yu 、HSKP Ke Fang Qing Sao Cheng Xu 、PA Ri Chang Pei Xun 、 Ting Mian Qing Jie Cheng Xu 、 Xi Yi Fang Yuan Gong De Gong Zuo Zhi Ze Ji Cao Zuo Yao Qiu 、 Wo Men Gai Ru He Zuo Shi 7 Yue 28 Ri HSKP Ri Chang Ying Yu 、 Yi Wu De Ming Xin Xi Pei Xun 、PA De VIP Dang Zhi Fu Wu 、 Bu Cao De Fen Lei Ji Qing Jie De Yao Qiu 、7 Yue 29 Ri HSKP Dian Hua Ying Yu 、PA De Tui Chen Yan Lian 、PA Ke Ce Qing Jie 、 Xi Yi Fang De Qing Jie Cheng Xu Kao He 7 Yue 30 Ri HSKP Ying Yu 、 Ke Fang Qing Jie Bu Zhou 、 Lou Ceng Huan Jing Wei Sheng De Cao Zuo Cheng Xu 、 Bi Li Zhu De Shi Yong Ji Zhu Yi Shi Xiang 、PA Ji Dong Zhi Ze 、 Ling Ban Ji Hui 19 Lei 、 Xi Yi Fang Jie Shao Qing Jie Ji 1-7 Chong 7 Yue 31 Ri HSKP Ying Yu 、 Xiao Fang Zhi Shi Pei Xun 、 Qian Wei De Te Xing Ji Shi Bie 8 Yue 1 Ri HSKP Ri Chang Ying Yu 、 Wei Sheng Fang Yi Zhi Shi 、 Li Mao Li Jie 、 Qiang Zhi Qing Jie 、8 Yue 2 Ri Yuan Gong
Shou Ze 、 Jiu Dian Chang Yong Ying Yu 、 Jiu Dian Ru Zhi Pei Xun Kao He 8 Yue 4 Ri HSKP Ke Fang Ying Yu 、 Xi Chen Ji De Shi Yong Yu Bao Yang 、 Li Mao Li Jie Kao He 、 Gan Xi Ji Ji Hong Gan Ji Cao Zuo Gui Cheng 、PA Can Ting Hui Yi Qing Jie Cheng Xu 8 Yue 5 Ri HSKP Ke Fang Ying Yu 、 De Tan Qu Zi Cheng Xu 、 Tui Chen 、 Ma Chen 、 Shi Tuo Cheng Xu 、 Bu Cao Qu Zi Fang Fa 、 Ke Fang An Li Fen Xi 8 Yue 6 Ri HSKP Ke Fang Ying Yu 、 Ru He Zuo Hao VIP Wei Sheng Bei Yong Fang 、 Guan Jia Bu VIP Jie Dai Liu Cheng 、 Bu Cao De Shou Ming 、 Die Chuang Chan Lian Xi 、 Ma Bu Ji Bai Jie Bu De Shi Yong 、103、101 Yao Shui De Shi Yong 、 Ting Che Chang De Qing Jie 、 Yuan Lin De Yang Hu 8 Yue 7 Ri HSKP Dian Hua Ying Yu 、HSKP Fu Wu Zhong Xin Nei Bu Guan Li Cao Zuo Xi Ze 、 Bu Men Dian Nao Shi Yong Zhi Du 、 Ye Chuang Fu Wu Cao Zuo Gui Cheng 、 Lou Ceng Gong Zuo Che Qing Jie Bao Yang 、 Xi Yi Fang De Cao Zuo Gui Cheng 、8 Yue 8 Ri HSKP Dian Hua Ying Yu 、DND De Cao Zuo Cheng Xu 、 Fu Wu Yuan Gei Wei Xiu Gong Kai Men Cheng Xu Ji Zhu Yi Shi Xiang 、 Quan Neng Shui De Shi Yong 、 Xiao Dao Pian De Shi Yong Ji Zhu Yi Shi Xiang 、 Mao Jin Ji Zhen Tao De Xi Di 、 Die Chuang Chan Lian Xi 、 An Li Fen Xi 8 Yue 9 Ri HSKP Ying Yu 、 Wei Ke Ren Kai Men Cheng Xu 、 Die Chuang Chan Lian Xi 、 Yuan Gong Li Lun Kao He 、 De Tan Qing Xi Cheng Xu 、PA Yuan Gong Li Lun Kao He 8 Yue 11 Ri HSKP Ying Yu 、 Ke Fang An Li Fen Xi 、 Shi Wu Qiao Ling Cheng Xu 、 Ke Ren Tou Su Chu Li 、 Dai Bo Dian Hua De Fu Wu Gui Cheng 、 Sha Fa Qing Xi Cheng Xu 、 Kong Qi Ya Su Ji Cao Zuo Cheng Xu 、 Bu Cao Shou Fa Cao Zuo Cheng Xu 、 Zhuai Bo Fen Ji Dian Hua Fu Wu Xi Ze 8 Yue 12 Ri HSKP Ying Yu 、 Bao Chuang Lian Xi 、 Bu Cao De Wu Zi Chu Li 、 Ying De Mian Bao Yang Cheng Xu 、 Zhuai Bo Tou Su Dian Hua Fu Wu Xi Ze 8 Yue 14 Ri HSKP Ying Yu 、 Xin Hun Ke Fang De Qing Sao Cheng Xu 、 Mi Ni Ba Chan De Shu Xie 、 De Tan Chou Xi Ji Xi Shui Cheng Xu 、 Bu Cao Wu Zi Cheng Xu 、 Zhuai Bo Zong Jing Li Ji Bu Men Jing Li Dian Hua Fu Wu Cheng Xu Xi Ze 8 Yue 15 Ri HSKP Ying Yu 、 Ru He Zuo VIP Bei Cha Fang 、PA Geng Yi Shi Zhi Ze 、 Ting Mian Zhi Ze 、 Xi Yi Fang De Li Lun Kao Shi 、 Ke Fang Dian Hua Liu Yan Fu Wu 8 Yue 16 Ri HSKP Ying Yu 、VIP Jie Dai Cheng Xu 、 Xi Yi Fang Ling Ban Gang Wei Zhi Ze 、 Yuan Gong Kao He 、PA Qing Jie Ji De Shi Yong Chong Lei 、 Chang Jian Wu Zi Fen Lei 、 Qing Jie Bao Yang Gai Nian 、 Ke Ren Fang Hao Ji Ming Zi Bao Mi Fu Wu Xi Ze 8 Yue 18 Ri HSKP Ying Yu 、 Tu Fa Shi Jian De Chu Li 、 Shui Hua Pei Xun 、 Ke Ce Qing Jie Zhi Ze 、 Nei Bu Dian Hua Liu Yan Fu Wu Xi Ze 、8 Yue 19 Ri HSKP Ying Yu 、 Jiu Bi Cai Fu 、 Kong Fang Ji Wei Xiu Fang De Qing Sao Cheng Xu 、 Jie Shou Jiao Xing Dian Hua Fu Wu Gui Cheng 、 Fu Zhong Dui Ke Fu Wu Cao Zuo Gui Cheng 、8 Yue 20 Ri HSKP Ying Yu 、 Bi Xu Di Gong De 10 Chong Fu Wu 、 Ke Fang Nei Wu Pin De Pei Zhi 、 Hui Yi Tuan Dui Ke Ren Jiao Xing Fu Wu Cao Zuo Xi Ze 、8 Yue 21 Ri HSKP Ying Yu 、 Jie Shou Huo Jing Dian Hua Chu Li Fu Wu
Xi Ze ， the clerk serves regulations early, mediumly, late on August 22 HSKP English, accept a room “ avoid disturb “ guest room is detailed rules of requirement service detailed rules, floor foreman make the rounds of the wards, main room condition, HSKP English, employee will check duty of post of the operating sequence that return a house, clerk, telephone exchange on August 23: September, will undertake to new employee duty grooms entering during open up wasteland in October. To be opposite in office staff the theory previously grooms undertook reviewing the work, come up against a problem to undertake the spot grooms in the light of the place in working. (Subordinate list 3: Maintenance project detailed list) bugle call of maintenance project house maintains content remarks 703706709703 toilet door lock did not install little cover board of upper part of 701 curtains casing toilet of all room of bad 7F of 706706 chest door does not have bath clothes hood after the door 812 closestool sit there is a crack on the circle 813 toilet ceiling bubbles 818 windows glass has, there is a cover board to did not install 901 small toilet not to have towel rack below marble table, there is emulsioni paint on bed back of a chair 902 toilet discharge fan to did not brush emulsioni paint, picture frame has blow lacquer lens face has 905 toilet stain 913917902, 905 toilet decorate is different, there is a hole on wall (902 rooms picture frame has blow lacquer) 907, 908913, 917919905 toilet discharge fan heal to did not install 913917906 windows glass to have break the 908 pools that wash a face fall to build 913 doorways carpet less to was not ordered firm below 917 marble table little a glass 919 toilet, window (lake scene room) glue did not hit the safe indicator card that the window of all female guest houses buckles 10-12F to did not install lid of 13F-15F footpath switch to did not pack 15F all room to was not installed 1312, 1310 windows buckle the glass that did not install 1520 small toilet to defeat 1603 chest door to need, window lock did not install 1701 windows to locate switch was not installed 1702170317121802 wash pocket clip to did not secure cover board of switch of 1803 air conditioning to defeat, chest door needs filling paint 1806 windows lock did not install 1813 chest door to need filling paint 1817 lash-up flashlight is installed turn over 18F flatlet 01, 20 small toilet have electrical wiring to fall down to did not install the switch other hydrant of good 16F-18F footpath, switch did not install electrical outlet of employee elevator hall 1812, 1817, 1820, 1712, 1720 did not make gum 1902 air conditioning show screen is bad 19F-20FB area flees for his life the room place on the graph belongs to the window of contrary 21F corridor that represents on the position and graph to did not install a curtain 2002 do not have safe indicator card 200320192107 safe indicator card: Chamberlain ministry guest room did not arrive article detailed list) chamberlain ministry did not arrive remarks of article of goods serial number 270 2 foreign wine wear level of 1 room system 270 3 data place 280 4 blanket 5 blanket cover 270 beds 270 beds 6 babies bed 2 pieces of 7 wine-cup, liquor: Ministry of 2004 year chamberlain grooms schedule) chamberlain ministry groomed 2004 how had the plan done ceremony of courtesy of the job that grab a room, appearance appearance to groom January the operating sequence of bequeath article receives the kind that hears a telephone call and skill floor environment is healthy Feburary the processing program that standard and limits guest complain and note inn① is aimed at guest room every months inside complain incident to undertake case analysis grooms ② arranges guest room every months daily English grooms ③ every quarter undertakes is opposite grooming the assessment ④ of content every months groom actual condition meets plan basis alter somewhat (subordinate list case 6: Schedule of work of key of ministry of 2004 year chamberlain) stopped since project of job of serial number of schedule of work of chamberlain ministry key and main content 2004 date (inside express with the circle) remarks 123xxxxxxxxxxxx strengthen
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