管家部年度工作总结

篇一：酒店管家部门工作总结

某酒店前厅部、管家部年度工作总结及新年工作规划报告前厅部、管家部—2003年度工作回顾 2004年度工作展望 报告 弹指之间，2003年即将逝去，一个崭新的一年正向我们迈来。 2003年对锦都酒店来说，从筹建到开业，经历了风风雨雨，在酒店领导、员工的辛勤努

力之下，终于于9月28日向社会敞开了大门，迎接四海宾朋。 一、2003年度工作回顾前厅部：

1、七、八月份，主要进行员工的招聘与培训工作。

2、九月份，至九月底，前厅上完成了部门运作的基本物资配备。 训计划）

4、十二月份，部门通过理论及实际操作考试，并根据领班对员工日常的业务能力及工作

职责、态度，对员工工资待遇进行重新的定级，一定程度上稳定了员工的人心，对部门的凝

具力也起到了一定的作用；制定出“部门奖惩制度”，对日常工作失误进行处理，严重者进行

现金处罚，而每月底对部门优秀员工进行评选（2名），用处罚得来的现金奖励给员工，实乃

为“取之于员工，用之于员工”。管家部：

1、七、八月份，主要进行员工的招聘与培训工作；并编制《客房铺底物质采购 清单》。

2、九月份，进行开荒工作；并跟催各项铺底物质到位。反映员工们整体素质有了一定的提高。

4、十一月、十二月份，管家部从细部入手，主要抓清洁卫生工作。克服边施工、 边营业带来的重重困难，使酒店的卫生状况有一定的改观。

5、根据实际的运行，修订完成《岗位职责与操作程序》。

6、加强物耗成本控制，易耗品从10月份的19、6元/间天下降到11月份的10、33元/间天。

（见附表2：管家部2003年培训计划）

二、过去一年中存在的问题：

1、员工遵守酒店规章制度性不强，时有违反店规店纪现象发生。

2、员工队伍素质还不够成熟，员工波动性大。缺乏熟练的一线员工，基层管理干部的眼

界标准也有待提高。由于大多数员工刚从校门走出，即缺乏社会经验，对酒店也没有什么认

知，虽然经过几个月的培训，但对高星级酒店，特别是五星级酒店究竟要达到怎样一个卫生

标准没有很好的实际认知，虽然知道要窗明几净，一尘不染，但对他们大多数人来讲，那似

乎只不过是可想而不可的理想境界。再者，虽说他们经过理论培训，也在其他酒店进行过短

暂的实习，但毕竟都不太熟练，故工作方法、技术、经验等有所欠缺，工作进度不够快，也

承受不了高强

度的工作量。

3、员工操作过程中熟练性不够，服务技巧性欠缺。与其他五星级酒店相比，存在经验上

的差距，服务规范化还能应付，但灵活性、个性化的服务相对缺乏，而五星级酒店正是需要这种服务。

4、部门间、岗位间的配合还不够默契，缺乏沟通。

5、前台、总机等一线的员工英语水平不高，有待进一步的培训。

6、入住常住客户量少，客源市场还不稳定。

7、工程遗留及维修问题仍未得到彻底解决，造成部分客房产品不合格。(附表三：

维修项目清单)

8、基本物品配置未到位，造成客房产品不完善，房间显得单调。客人普遍反映无入住五

星级房间所体现的温馨、豪华感。（附表四：管家部客房未到物品清单）

9、相关配套设施不完善。商务楼层、专业酒吧、ktv、健身娱乐、商场等都未到位。入

住酒店的客人是追求吃、住、娱、购一个系列过程，这样的房价才物有所 值。

10、员工的通讯工具未到位，导致查房速度较慢。

三、针对存在的问题，拟定04年的管理、工作计划

（一）、销售计划

1、与销售部一起努力，开拓义乌市场份额，建立销售网络，努力提高酒店市场 的占有 率。

2、做好客史资料统计，特别是常住客，以“常住客卡片”的形式建立预订部一 手资料。

3、实行售房销售积分奖惩制度，激励总台的推销意识，促进其积极性。

4、每月对客房出租率、出租额进行报表式分性，共同探讨其中的前因后果，让 员工看

“参与”管理，清楚的了解酒店客房出租的实际态度。

（二）、管理计划

1、建立“服务质量检查细则”，对违反制度的员工进行扣分制，并以浮动工资 考核的形式体现。

2、建立“最佳员工”评定细则，并由部门岗位推荐候选人，由部门所有员工投 票，对最佳员工进行奖励。

3、定期召开财务部、客房部、前厅部开展每月协调会，每月由部门负责人轮流主持，欢

迎员工勇跃参加，不同部门员工之间提出问题，相关部门做好协调，协调会后，主持部门把

协调内容以备忘录的形式下发至相关部门，日后以制度执行。

4、一如既往的做好部门卫生质量、仪容仪表、礼貌礼节的检查工作，营造酒店 高星级氛围，为客人提供更优质的服务。

5、服务质量是酒店品牌的本质特征，树立良好的品牌形象，首要的就是抓员工 的素质，

员工的服务质量，固部门将成立部门质量小组，由房务总监带头，各区域领班为组成成员，每星期不定期的对各区域进行卫生质量、服务质量的检查。

6、通过对员工服务质量、卫生质量的控制，并及时指正，为酒店争创“五星” 打好扎

实的基础。在规范化的基础上为客人提供个性化、特色化服务，如常住客这方面，预订

为其准备好登记单、房卡，预先送上他想的设施设备（如网线等）；赠送报纸不要单一的《义

乌日报》，建议送一些时尚性的报纸，《都市快报》、《钱江晚报》等；做夜床增加夜床小点心，

发挥西餐大厨的优势，成本控制在3~5元，增加服务特色；建议安装影视轮播系统，增加客

房的销售卖点；商务楼层、总套尽快投入使用，这是五星级酒店的标志；利用中巴车闲置时

间，提供机场接机服务，增加客源。力争使每位来过锦都的客人都能留下深刻美好的印象。

而最重要

的还是利用客人的宣传作用、口碑效应，增加酒店的美誉度。

（三）、培训计划

1、开展各岗位的标准化、程序化培训。

2、请销售部等其他相关部门负责人对进行业务知识的交叉培训。

3、从抵店至离店的五个不同时期，进行专门的英语培训。

4、每月对各岗位的案例进行总结、分析、讨论。

7、对员工进行“怎样留住客人”的专题培训。

8、对领班进行“如何做一成功的领班”的专题培训。

9、做好新员工的入职培训工作。

10、部门内部做好交叉培训。（附表格五 ：2004年度管家部培训计划表）（附表格六 ：2004年度管家部重 点工作计划表）

（附表格七 ：2004年度厅部重点工作计划表）

（四）人力计划

（附表格八 ：2004年度前厅部人力计划表） 锦都的辉煌！

（附表一：前厅部11月、12月培训计划）前厅部11月、12月培训计划日 期培 训 内 容

12.01预订操作细则；超额预订操作细则 12.02散客入住登记操作细则；内宾入住单操作细则；欢迎卡操作细则12.03排房操作程序；客房加床操作细则；保密房操作细则 12.04团体入住登记操作细则；团体预订操作细则；团体续住操作细则12.05小测验；扫描仪输单操作细则12.06试卷分析；失物招领操作细则12.07证件知识

12.09护照知识测试

12.10换房操作细则；dead move 操作程序12.11延迟退房操作细则；续住房操作细则12.12协议、金卡操作细则；次日报协议的操作操作细则12.13房卡处理操作细则；接受叫醒操作细则；宾客留言操作细则 12.14免费房操作细

则；值班房操作细则；参观房操作细则 12.15小测验；早、中、晚班工作细则 12.16试卷分析；挂帐操作细则 12.17电脑输单操作细则；查单、审单技巧；r/c单交接操作细则 12.18宾客查询操作细则；咨询服务细则 12.19代开房门操作细则；房卡处理操作细则；钥匙寄存操作细则 12.20电话退房操作细则；走房状态操作细则 12.21小测验；公安局查房处理程序12.22试卷分析；脑死机处理程序；电停电应急处理程序12.23综合测试

备注培训地点:7楼文汇阁培训时间:14:30-15:00*请提前五分钟到场;请使用员工电梯;

不可在7楼喧华;手机请关机或调至震动档;早班人员、前天晚班人员在15:45分开始培训；培训设签到，无故不得缺席 （附表2：管家部2003年培训计划） 2003年管家部培训计划日期培训内容

7月16日管家部纪律与制度、服饰与仪表、 7月17日个人卫生标准、仪表姿态、礼貌礼节规范 7月18日电话应答、酒店基本待客用语、 7月19日hskp英语、公共场所的行为规范7月21日hskp英语、快乐的18种技巧、礼节礼貌考试 7月22日hskp英语、什么是pa、包床细则、公共区域的划分 7月23日hskp英语、pa的职能和保养特点、清洁任务和要求，洗衣房的重要性、 纤维的分类、客房录像训7月24日hskp英语、为什么要清洁保养、污渍与清洁保养、包床练习、水洗机的具体

操作、台布的正确洗涤、洗衣房的11条规章制度、洗衣房具体的五大块 7月25日hskp英语、hskp安全守则、包床程序考核7月27日hskp英语、hskp客房清扫程序、pa日常培训、厅面清洁程序、洗衣 房员工的工作职责及操作要求、我们该如何做事 7月28日hskp日常英语、义乌地名信息培训、pa的vip当值服务、布草的分类及清洁的要求、

7月29日hskp电话英语、pa的推尘演练、pa客厕清洁、洗衣房的清洁程序考 核

7月30日hskp英语、客房清洁步骤、楼层环境卫生的操作程序、碧丽珠的使用 及注意事项、pa机动职责、领班忌讳19类、洗衣房介绍清洁剂1-7种7月31日hskp英语、消防知识培训、纤维的特性及识别篇二：管家部2014上半年工作

总结

管家部2014年上半年工作总结 2014年随着国家政策与经济形式的影响，酒店行业面临着越来越严峻的考验，行业间的

竞争也日趋白热化，在这半年中，我们管家部在集团公司的正确指引下，在酒店领导的关心

支持下，在员工辛勤工作努力下，在各部门的紧密配合下，我们及时求变，适应市场需求，

取得了不错的成绩。下面对半年来的工作总结如下:

一、 建立健全部门例会制度，落实工作 定期进行部门员工大会和部门管理人员会议，加强了整个部门人员的沟通和合作。管家

部每个月进行一次员工大会，整个部门的员工一起坐下来对上个月的工作进行总结，对下个

月的工作进行安排计划，对出现的问题进行报告，对公司新的规定及对部门的要求进行传达。

另外每周五进行管家部管理人员例会，各管理人员对自己所负责的区域在每周发现的问题进

行报告，部门经理对所有问题进行记录并安排落实。

二、 严格落实查房制度，确保产品品质 酒店因地域原因，外来人口少，人员流失比较严重，新员工进入部门之后不能尽快的与

其他员工融为一体，缺乏团体意识，以及欠缺基层管理人员的正确引导，基于这些因素，部

门开展了一系列的内务整顿，首先是从老员工的心态入手，多做思想教育工作，让老员工更

深层的意识到自己在酒店及部门所起的作用、担当的角色，让老员工体会到酒店及部门对于

他们的重视程度，达到手把手的以老带新，另外，在不断的梳理投诉中，发现了问题的另一

因素，在于部门员工服务过度和缺乏亲情服务，不是让客人感到厌烦就是让客人根本无法体

会到酒店对客人的重视，走了两个极端，没有让宾客体会到宾至如归的感觉，部门就开展了

一系列部门及班组培训，再加上管理人员的亲历亲为，在后期避免了此现象的恶化，得到了

好转。

卫生质量是客房的生命线，部门的任何一个环节都不可以出现半点马虎，客房一如既往

的坚持三级查房制度，在酒店领导的不断指导下，得到了不断的提高。上半年本酒店客房出

租率和续住率整体来说是比较高的，在此情况下，每日续住房的请急打扫相对比较早，再加

上客人每日的入住时间也很早，为了及时的供应 前台可出租房，所以客房几乎保持在一种“抢房”的状态之下，而且期长期以来，楼层

一直保持在缺员的状况下，即使这些客观因素的出现，部门还是在酒店领导的宽容和信任下，

及时进行了相应的调整，如：安排pa班组人员补充；延时员工上班和下班以补缺特殊时间段

的空岗、外聘小时工、管理人员抢房等，更加提高了团结协作精神，做到了随叫随到、互相

帮忙，保住了客房的生命线。

三、 紧抓员工培训工作，切实提高部门人员实操水平 加强人员的素质培训，努力提高服务质量。由多方面的原因造成房务部客房员工流动相

当大，且新招的员工多，业务不熟悉，在管理上造成相当困难也很大程度抑制了服务质量与

提升。针对这一问题我们对员工进行了全面的制度培训，从仪容仪表到礼节礼貌，从进门规

范到清扫质量，从理论到实践，不厌其烦、反复施教直到她们能独立操作上岗。部门根据实

际情况制定了内训计划，新员工入职时进行入职培训，从基本知识、工作流程、标准要求、

礼仪规范待方面进行逐项培训，然后根据每个员工掌握情况安排上岗，安排业务技能过硬的

老员工带，使得新员工能更快、更好的进入角色，同时加大对老员工的培训力度，每个月根

据当前员工状态、出现的问题等各方面制定培训计划，有针对性的进行培训，使员工在不断

提升的同时将所学知识学以致用。在日常工作中，将出现的问题在班前例会上进行点评，及时加以分析和纠正。通过各项

培训工作，让新员工一开始就了解工作的要求及学习目标，使老员工通过对比找差距补不足，

以此提高员工的认识。对于工作中表现突出的员工，部门以各种形式进行表彰奖励，并以集

团技术比武为锲机，开展部门技能大比武活动，使员工能形成勤奋、严谨、争先、关爱的良

好工作氛围。使得员工的自身素质和业务技能得到提高，精神面貌焕然一新，也使得部门各

项工作能够有条不紊的开展，各项接待工作也能做得有声有色。除此之外，我们对房务中心

更是加大了培训力度，因为房务中心是饭店的中枢，一个电话一个细节都能反映酒店的形象

与服务质量。我们从电话的接听、客衣服务、遗留物品的处理、查退房的等一系列的服务都

进行了一对一的强化培训并且跟踪监督，强调其岗位的重要性，把许多不良因素扼杀在萌芽。

四、 从点滴做起，开源节流，降本增效 降本节支、压缩费用使我们客房部一直都贯彻落实的一项工作。从人员的合理安排到易

耗品的请购与发放都严格控制确保不必要的支出同时今年我们要求员工在打扫房间时及时关

闭空调照明等确保不必要的浪费加强棉制品的报废程序和更换程序节约支出同时也培养了员工的经济环保节约意识。为此，部门制定设备、用品管理制度，明确规定

部门员工的具体职责，做到合理使用。如客房将客人用过的高档浴液等未使用完的回收送到

房务中心再次进行处理重新利用；夏天试行空调客到再开，平时将遮光窗帘拉拢以降低房间

温度等各个方面进行节约；调整楼层灯光，适当关闭部分射灯。同时，部门还制定了严格的

用电、用水、用气制度，不分时段巡查，检查各区域的设施设备是否正常，杜绝浪费。 洗衣房在保证工作质量、不影响对客服务的前提下，尽最大的努力降低成本，在熨烫布

草工序上，我们采用集中熨烫的方法，这样尽量减少蒸汽使用的时间，并制定和落实蒸汽关

停签字制度，减少锅炉房蒸汽锅炉燃烧时间，达到节约使用天然气的目的，为酒店工程部门

节能降耗出一份力。在洗涤客衣的时候，我们也采用先分类，后按照衣服颜色、布料不同再

集中洗涤，这样也可以节约水、电、气以及洗涤剂的耗用。其次，在洗涤剂的使用上按照规

定的用量使用，采取称重量、看刻度的方法，在很大程度上避免了不必要的人为浪费，在物

品的洗涤上采取先分类、再集中洗涤的方法，将当天所有能放在一起洗涤的物品尽量的放在

一起洗涤，这样就避免了在不满载的情况下启动机器，很大程度上节约了大量的水、电、汽，

节约一滴水、节省一度电的节约意识在洗衣房员工的意识中逐渐的形成。

篇二：前厅部、管家部年度工作总结

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 GongLi 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

篇三：房务部——管家部周工作总结与计划

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