20xx年客房部经理年终总结

20xx年即将成为历史，我们又将迎来崭新的一年，在过

去的一年里，客房部部全体员工在各级领导的正确领导下，通过大家共同的努力，为酒店最终完成全年的经营目标，顺利通过“四星级年终复核”；完成了“四星银叶级绿色旅游饭店”的创建工作；通过了当地楼层消防检查，圆满的完成各项接待任务等工作，贡献了一己之力，同时各项经营数据和部门管理也取得一些成绩，现就20xx年的工作总结如下：

一、各项经济指标完成情况

1、营业收入：20xx年，客房部全年共计实现营业收入 万元，较上年营业收入增加了约 万元，同上年相比增长了 %

二、能源的利用情况

相较20xx年，客房部各种能耗相较减少，达到了绿色

节能环保的绿色客房要求。

三、20xx年各项工作进展情况

1、对客房部各个设备进行更新，加大客房部房价协议

力度，大力联系外部客源。

2、积极配合酒店“四星级酒店复合”工作，通过各个

部门的极力配合我酒店顺利通过“四星级酒店年终复合”。

3、搞好酒店客房部整改活动，搞好客房部的软硬件建

设，积极配合我酒店“四星银叶级绿色酒店”建设，培训员工的服务水平，提高酒店的服务质量。

四、20xx年我部完成了以下工作：

1．规范各客房、前厅的服务用语，提高对顾客服务质量。为了体现从事酒店人员的专业素养，在xx年年初，针对我部各岗位服务用语存在不规范、不统一的现象，我部号召各客房、前厅按照员工手册认真学习，做为我们对客交流的语言指南，同时，也将做为我们培训新员工的教材。自规范服务用语执行以来，我部人员在对客交流上有了显著提高。但到了后期，很多员工对此有所松懈，对自身要求不严，有回来原来的迹象，这也是较遗憾的地方，但好东西贵在坚持，贵在温故而知新，我部将对此加大督导、检查方面的力度。

2．为确保客房出售质量，严格执行《三级查房制度》。酒店的主营收入来自客房，从事客房工作，首当其冲的是如何使客房达到一件合格的商品出售，它包括房间卫生、设施设备、物品配备等，为了切实提高客房质量合格率，我部严格执行“三级查房制度”，即员工自查、领班普查、主管抽查，做到层层把关，对打扫不彻底的客房进行返工重新打扫。

3．执行首问责任制实施首问责任制要求处在一线岗位如前厅、服务中心所掌握的信息量大，各重要单位的电话号码等等，还有员工处理事情的灵活应变能力，对客服务需求的

解决能力。首问责任制是在正式执行前，已做好各项准备工作，要求各岗位广泛搜集资料，加强培训学习，扩大自已的知识面，以便更好的为客人提供服务。首问责任制从去年年初正式执行以来，工作较去年有了很大的进步，去年有多起因转手服务而耽误客人时间使客人生气、投诉事件，今年无一起。

4．开展技能训练，培养技术能手，切实提高客房人员的实操水平。为了做好客房的卫生和服务工作，客房部服务员必须掌握熟练的技能更好地为客人服务，掌握好实际操作能力。

8月起利用淡季对楼层员工开展技术比赛活动，对员工打扫房间技能和查房技巧进行考核和评定。从中发现员工的操作非常不规范、不科学，针对存在的问题，管区领班级以上人员专门召开会议，对存在的问题加以分析，对员工进行重新培训，纠正员工的不良操作习惯。通过考核，取得了一定的成效，房间卫生质量提高了，查房超时现象少了。

5．充分发挥员工骨干力量，使领班有时间与精力将重心放在管理和员工的培训工作上。为了使员工对客房工作加深认识，加强员工的责任心，让员工对自己的工作进行自查自纠，并让员工参与管理互相监督，搞好客房服务工作。如此一来，减轻了领班在查房上的工作量，有的时间与精力放在员工的管理和培训工作上，真正发挥了做为基层管理人员

的工作职能。

7．开源节流，降本增效，从点滴做起。客房部是酒店的主要创收部门，同时也是酒店成本费用最高的一个部门，本着节约就是创利润的思想，我部号召全体员工本着从自我做起，从点滴做起，杜绝一切浪费现象，同时在员工技能考核中，节能也做为考核项目，目的是加强员工的节能意识，主要表现在：①客房部一直要求员工回收客用一次性低值易耗品，如牙膏可做为清洁剂使用，牙刷、梳子回收后可卖给废品收购站。②每日早晨要求对退客楼层的走道灯关闭，查退房后拔掉取电牌；房间空调均在客人预抵前开启等等节电措施，这样日复一日的执行下来，为酒店节约了一笔不少的电费。③为了做好物品的成本控制，客房物管针对酒店给部门下发的预算指标，对各管区的物品领用进行了合理划分，各管区每月申领的物品均有定额。

8．坚持做好部门评优工作，努力为员工营造一个良好的工作氛围。部门以《客房部奖罚制》为指导，坚持每月评出优秀员工，并设有奖项，以激发员工的工作热情，充分调动他们的主动性、自觉性，从而形成鼓励先进，鞭策后进的良性竞争局面，避免干好干坏一个样。为了使管家部的管理工作更加规范化和更具创新力，充分发挥领班真实的管理水平，并以带动班组员工工作积极性为主旨。通过评优，让一些先进的班组脱颖而出，一些在队伍中混日子的人员不再有

栖身之地，不再默守成规，而是奋起直追，通过一个月的运行，取到了预期的效果。

20xx年已经过去，我们满怀信心地迎来了新的一年。在新的一年里，机遇与困难并存，目标与现实差距我们都要去面对、去迎接、去挑战。客房部将在公司和酒店领导以及各部门同事的大力支持和帮助下，格尽职守，勤奋工作,与各位同仁一道开创华东饭店的新未来!

客房部经理

20xx年x月x日

 

第二篇：酒店年终总结

Bureau is in city is led and the care support help of the board of directors falls, **** big public house from official on April 16 start business since, had taken the poineering course with 8 many not mediocre months. Review 20xx, hotel faculty was overcome just start, experience is not worth the difficulty that waits for square field surface, experienced the welcomes the job test of all sorts of large conferences and important VIP guest, gradually by do poineering work was on maturity, also obtained delectable result, preliminary on management means came true to manage the change that manages to major by exploration, came true to be in charge of a person to manage the person’s change to the system by the person on administrative mechanism, came true on service advantage by the dimensions benefit change to gain benefit. Recieve guest person-time in all in the time of 8 many months, achieve business income 10 thousand yuan, implementation net profit 10 thousand yuan (do not contain contract external income) . Made much work for this hotel, sum up as follows now: Had made each preparation work seriously, of cogent safeguard hotel on time practice. 1. From Feburary 21, 20xx city bureau leading Party group prepares to construct certainly the hotel comes official on April 16 start business, meantime has many days of 40 short time only, in the hotel penniless circumstance falls, employee needs invite applications for a job, article needs to purchase, each regulations system and working flow need to build. A large number of preparation that face these square respect ranges work, together with prepares to construct personnel lacks experience again, can saying is time is tightened, the task is heavy, personnel is little. Whether on time practice, press on the heart that the hotel leads like a stone, but hesitate none again reached consensus, the decision of city bureau leading Party group is a command, time is again close, the task is again heavy, must finish on time stoutly. For this restaurant leader members of a squad-a small body of people working together thinks actively think way, serious research understands preparatory plan, guide temporarily a few personnel that invite applications for a job comes to work overtime, day and night begin the work. Held water to prepare to construct above all leader group, hold group meeting 4 times early or late, research was made prepare to construct; research made working program purchase article to plan; Research made the member that use a worker temporarily invite applications for a job and groom the salary standard that plan; established the member that use a worker temporarily; Made current the working key of a period and working train of thought. Make these working grading a time schedule, day-to-day catch fulfil, ensure a hotel on time practice, got saving city bureau leading reputably. 2. Was to establish article to purchase leader group, specific and responsible article purchases program fulfil. In the support of the board of directors the help falls, in more than 10 days of short time, jointly with mechanism the comrade of concerned section office such as censorial, plan money is opposite 13 kinds big together of more than 20xx breed prepare to construct article undertook collective is purchased going out, according to cheap politics formulary requirement, approve the heavy goods that handle to needing to the government is purchased and accuse to do, execute invite public bidding strictly to purchase according to the regulation, organize personnel seasonable organization reachs the designated position. 3. Was to finish job of staff invite applications for a job on time, staff invite applications for a job is the hotel prepares to construct working grand opera, whether enrol relatively the personnel of high quality reachs the designated position in time, it is a hotel whether on time the key of practice, also be a hotel later can the assurance of shape up. For this, we made the following work seriously: 1. Make full use of newspaper, broadcast and TV undertake advertisement is publicized, let more people know to

come as far as possible the matters concerned of invite applications for a job of big public house; 2. Establish working party of invite applications for a job, serious understanding applies for the fundamental condition of personnel, according to the hotel the demand guards a pass strictly; 3. Constituent check-up, ensure suffer hire staff healthy, avoided those who infect a patient to enter;

4. Right recently the personnel of invite applications for a job undertook military training, the main purpose of this action is for the concept of viewing the situation as a whole of aggrandizement employee and constituent discipline sex, obtained relatively apparent effect through military training of 4 days. 5. The organization hires personnel newly to leave to the province come the vocational training before the hotel has the post of normalization, through exercitation of 22 days, hire newly personnel is preliminary the professional knowledge that mastered formulary post, enhanced working ability. Whole invite applications for a job grooms around last a period of time more than 30 days, in all invite applications for a job grooms of all kinds employee 110 more than person, the practice that is a hotel laid good talent foundation. 2, formulate each regulations system, progressively and perfect interior manages. Regulations system is those who strengthen hotel management is important assure. For this, the hotel values this job very much, the post obligation that made departmental door in time, job serves flow to wait for a series of regulations systems. Practice at the beginning of as a result of hotel major quality administrator is lacked, the regulations system of individual branch not very suit is actual, have working flaw, return some sectional regulations systems diseased all the time, the hotel is working real case joins in moving, undertake ceaselessly adjustment, and with “ the province leaves come big public house “ , “ spaceflight big public house “ “ Jing Fuda hotel “ wait for a person of the same trade to communicate study each other, draw lessons from experience, learn from others’s strong points to offset one’s weakness, remedy flaw, make the regulations system of the hotel is able to mix soundly ceaselessly perfect. Branch of hotel finance affairs most make first gave a practical financial institution, perfected branch of hotel finance affairs soundly the station job duty of each station staff, make the finance affairs of whole public house, supply, custodial, get with the in an orderly way that waits for each job to begin, sleek. They return the real need according to hotel accountant business accounting, through the ceaseless discussion, actual application that revise and relapses, the cable that built to fit business accounting of this hotel finance affairs and administrative need thoroughly calculates change system of financial chalk it up. To facilitate each employee of the hotel can understand the regulations system of the hotel in detail, the hotel wove again “ manual of staff of **** big public house “ , in the hand that extends to be versed in to each member that enter store, make its can act according to the rules, always restrain oneself behavior with regulations system, make clear the right that oneself have and obligation. To make of the hotel level of management more a new chance to extricateoneself from an awkward position, december the hotel still invited professional administrator with high salary designedly, undertook comprehensive reform to the hotel, rolled out weekday of system of sign in of check on work attendance of method of nucleus of delve of be careful in one’s conduct of system of early regular meeting, quality, manager, branch a series of new regulations systems such as annals, of these systems establish the government that strengthened pair of various personnel, arrived since “ provide a person with the system “ favorable result. Make the many sided such as sanitation of words and deeds of the spiritual outlook of hotel faculty, bearing, environment enhanced an arrangement. Current, the hotel already was made allotted the regulations system such as of all kinds duty, regulation, method, flow more than 40, the hillock to each person, duty, the level that

the target raised to make clear, made relevant condemnatory provision to what surmount and disobey. Accomplished have Zhang Ke follow to every every job, work segment, have compasses can depend on. 3, the quality that enhances personnel grooms, improve service quality hard. Grooming is the significant step that improves employee quality, it is the fundamental sex work that improves service quality. When the hotel just held water, the staff member majority that first entering was not engaged in the experience that the hotel works, the administrator of high administrative levels is lacked more, together with hotel is the industry with stronger liquidity of a personnel, especially meal clerk, high talent finds quality hard, the staff with small quality satisfies the need of the administrative levels on the hotel hard again, in practice hotel leader realizes, the education that strengthens personnel and education are the hotel raises service quality key, also be to promote a hotel to live with development essential. For this, in hotel start business at the beginning of groom with respect to what undertake militarization, standardization to employee of place invite applications for a job and systematic theory gives lessons