為了便于自己在工作中更好的積累工作經(jīng)驗(yàn)，我們有必要對(duì)自己的工作進(jìn)行總結(jié)。那么如何寫好一份工作總結(jié)呢？下面是范文網(wǎng)小編整理的客房部年終工作總結(jié)3篇(客房部的年終總結(jié))，以供參考。

客房部年終工作總結(jié)1

　　客房部2011工作總結(jié)

　　2011，為了更好地增強(qiáng)賓館發(fā)展的后勁，響應(yīng)2010年12月31日縣委書記辦公會(huì)議精神，在通過兩年的經(jīng)營(yíng)方式轉(zhuǎn)變和實(shí)踐，成功的走上了第一次改革創(chuàng)新，快速發(fā)展的軌道，賓館看到了希望，對(duì)此，賓館一班人與時(shí)俱進(jìn)。研究決定了賓館第二次創(chuàng)業(yè)，第二次大發(fā)展的舉措，抓住了十多年唯一的發(fā)展機(jī)遇。自二月份以來對(duì)賓館投巨資，實(shí)施大規(guī)模的改造和裝飾工程，使賓館推陳出新，舊貌換新顏，呈現(xiàn)給廣大消費(fèi)者一所亮麗的景區(qū)，加強(qiáng)了硬件建設(shè)，借此加強(qiáng)了員工素質(zhì)培訓(xùn)，提高接待服務(wù)檔次和水平，確保了全縣接待服務(wù)工作，更好地發(fā)揮了賓館對(duì)外交流的窗口作用，為發(fā)展平陰經(jīng)濟(jì)做出了突出貢獻(xiàn)。同時(shí)為賓館進(jìn)一步提高經(jīng)濟(jì)效益奠定了基礎(chǔ)，取得了硬件建設(shè)和軟件建設(shè)的雙豐收。主要工作如下：

　　一、主要工作回顧

（一）積極配合裝飾改造工程，使賓館硬件建設(shè)得到了改善。

（1）自2月8日至7月底，賓館對(duì)客房部一樓、一樓大廳、4-5樓，電話、寬帶、房務(wù)中心監(jiān)控室等進(jìn)行大模范的裝飾改造，在二、三樓維護(hù)營(yíng)業(yè)的基礎(chǔ)上進(jìn)行整修，在這樣的一個(gè)環(huán)境下?？头坎咳w員工克服種種困難，響應(yīng)賓館，邊裝飾改造邊經(jīng)營(yíng)的步署，以補(bǔ)充賓館資金不足的問題和全所職工生活保障問題。裝飾改造期間實(shí)現(xiàn)營(yíng)業(yè)收入76萬元。

（2）積極配合裝飾改造工程，無論什么情況下，對(duì)家具用具設(shè)施設(shè)備搬來搬去，都沒有影響工程進(jìn)度。

（3）大家知道裝飾給營(yíng)業(yè)會(huì)帶來什么樣的難度，工作量無可定量，無效益勞動(dòng)不盡其數(shù)。職工在污染的空氣下工作，有的員工得病了還要堅(jiān)守 1

　　工作，令人敬佩。

（二）積極組織職工進(jìn)行了全員業(yè)務(wù)技能培訓(xùn)工作，收到了良好的效果

　　客房部24名在崗職工積極響應(yīng)所里號(hào)召分兩批參加了全員素質(zhì)及技能培訓(xùn)，取得了良好的成績(jī)。達(dá)到了培訓(xùn)效果，圓滿完成了領(lǐng)導(dǎo)交給的全員培訓(xùn)任務(wù)，客房部為鞏固培訓(xùn)成果，實(shí)現(xiàn)軟件建設(shè)，硬件建設(shè)雙提升之目的。首先召開交流會(huì)，主動(dòng)在全所率先開展了《儀容儀表、禮節(jié)禮貌、普通話》為主要內(nèi)容的評(píng)先樹優(yōu)，爭(zhēng)創(chuàng)一流的活動(dòng)月活動(dòng)。開展了《以落實(shí)崗位責(zé)任制》為主要內(nèi)容的檢查評(píng)比活動(dòng)月活動(dòng)。確定實(shí)施了周一經(jīng)理例會(huì)制度和班前會(huì)制度，強(qiáng)化管理，以上三項(xiàng)有力促進(jìn)和鞏固了培訓(xùn)成果，同時(shí)進(jìn)一步加強(qiáng)了客房部軟件建設(shè)的發(fā)展和提高。經(jīng)自查沒有發(fā)現(xiàn)員工較大的責(zé)任事故和顧客投訴現(xiàn)象。全部職工以所為家，以苦為榮，責(zé)任心、責(zé)任感、事業(yè)心、精神面貌越來越強(qiáng)。

（三）在試運(yùn)行中，鍛煉了職工隊(duì)伍，為進(jìn)一步加強(qiáng)隊(duì)伍建設(shè)奠定了基礎(chǔ)

　　裝飾改造年、軟件建設(shè)得到提高的同時(shí)，為積累工作管理經(jīng)驗(yàn)，付出了大量的精力，全部門職工付出了很大的代價(jià)，努力調(diào)動(dòng)全員生產(chǎn)力和其他部門的共同努力和配合，實(shí)現(xiàn)了全年?duì)I業(yè)收入.00元?？傎M(fèi)用.64元，接待大中小型會(huì)議89個(gè)，省市各級(jí)領(lǐng)導(dǎo)420人次，外賓78人次，服務(wù)人員盡心盡責(zé)，在現(xiàn)有的環(huán)境和條件下，取得了社會(huì)各界和領(lǐng)導(dǎo)的好評(píng)，取得了社會(huì)效益和滿意的經(jīng)濟(jì)效益。

　　在工作中涌現(xiàn)出了一批勤勤懇懇、任勞任怨，扎實(shí)工作，勇于奉獻(xiàn)的優(yōu)秀職工，涌現(xiàn)了拾金不昧精神并得到了弘揚(yáng)，也發(fā)現(xiàn)一批敢于講真話，一心為發(fā)展事業(yè)心強(qiáng)的職工。同時(shí)也暴露了一些個(gè)別員工，虛意調(diào)撥離奸，撿輕怕重，搞不團(tuán)結(jié)的行為，影響了客房部整體形象?？偨Y(jié)一句話，臭蟲一只，滿鍋臭，但在工作的實(shí)踐中，教育了職工，壞事變成了好事。使這支服務(wù)隊(duì)伍，更加純潔，更有戰(zhàn)斗力。

　　明年工作打算：

　　一、加強(qiáng)軟件建設(shè)，進(jìn)一步提高服務(wù)工作質(zhì)量，軟件建設(shè)是賓館管理工作中常抓不懈的工作之一，加強(qiáng)軟件建設(shè)，提高服務(wù)質(zhì)量是提高經(jīng)濟(jì)效益的重要措施之一，為此主要著手于以下幾個(gè)環(huán)節(jié)第一，從細(xì)節(jié)入手，注意職工的言行，是否規(guī)范，第二，強(qiáng)化制度建設(shè)，用制度來規(guī)范員工行為。第三，評(píng)先樹優(yōu)，抓典型，樹新風(fēng)，培養(yǎng)大家良好的工作習(xí)慣和職業(yè)道德規(guī)范，表彰獎(jiǎng)勵(lì)好人好事，處罰不規(guī)范行為，從而使服務(wù)質(zhì)量上臺(tái)階。

　　二、充分調(diào)動(dòng)職工工作積極性

　　職工的積極性、主動(dòng)性、自覺性的發(fā)揮是做好各項(xiàng)工作的關(guān)鍵。如何調(diào)動(dòng)積極性是我們多年來一貫倡導(dǎo)和堅(jiān)持的問題，但是成效很不穩(wěn)定，我們應(yīng)注意以下幾點(diǎn)：第一，在全所范圍內(nèi)逐步形成良好正氣，樹正氣，打擊歪風(fēng)邪氣，公平公正處事，言必行，行必果動(dòng)真的，不手軟，調(diào)動(dòng)全體員工的力量，心往一處想，勁往一處使，統(tǒng)一思想認(rèn)識(shí)，規(guī)范職工行為，在制度面前人人平等。第二，調(diào)整好勞動(dòng)分配，符合賓館各崗位的工作實(shí)際，努力達(dá)到分配上的公平性。第三，解放思想獎(jiǎng)勤罰懶，在實(shí)際工作中充分體現(xiàn)多勞多得，消除眼紅病，逐步形成多勞多得心安理得，少得心服口服的合理的分配機(jī)制。第四，建立完善的考評(píng)實(shí)施細(xì)則，來規(guī)范各類管理辦法。閉免投機(jī)取巧，走科學(xué)化、規(guī)范化管理道路，使管理更加嚴(yán)密，更加透明。

　　三、努力開拓市場(chǎng)，培置新的經(jīng)濟(jì)增長(zhǎng)點(diǎn)，以全面提高經(jīng)濟(jì)效益為總抓手

　　提高經(jīng)濟(jì)效益是經(jīng)營(yíng)單位的最終目的。效益的好壞是標(biāo)志這個(gè)單位各項(xiàng)工作是否到位的最終體現(xiàn)，提高效益的關(guān)鍵措施之一就是開拓市場(chǎng)，培置新的經(jīng)濟(jì)增長(zhǎng)點(diǎn)，關(guān)鍵二就是強(qiáng)化管理，把該來的請(qǐng)來，把該收的收進(jìn)來，把該花的花在刀印上，把不該花的一分也不花。把嚴(yán)收支兩條線。第一，全員營(yíng)銷工作年年講，年年提，一直不湊效，誰也不負(fù)責(zé)，200多職工關(guān)心營(yíng)業(yè)額的有幾人，看擬都關(guān)心，真正無幾人，原因是沒有一套獎(jiǎng)勵(lì)機(jī)制，有門路的怕不能獎(jiǎng)勵(lì)，無門路的，更不理會(huì)，最后只能等客上門。第二，非經(jīng)營(yíng)部門無壓力，也就是無動(dòng)力，確保大鍋飯也就心安理得了，可以證明在大鍋飯面前，崗位責(zé)任制落實(shí)能到位嗎？第三，全所工作重心要向一線頌斜，分配也應(yīng)向一線傾斜。關(guān)心支持一線職工是創(chuàng)收的重要來源，也是依靠真正的力量。

　　四、努力創(chuàng)建和諧賓館，培養(yǎng)一支高素質(zhì)的職工隊(duì)伍

　　第一進(jìn)一步完善制度，加大落實(shí)制度的力度，努力培養(yǎng)大家的承受能力，逐步形成共識(shí)，第二，培養(yǎng)職工的無私奉獻(xiàn)精神和大局意識(shí)，做到大事講原則，小事講風(fēng)格。第三，進(jìn)一步落實(shí)崗位責(zé)任制，把崗位職責(zé)與分配相結(jié)合，把貢獻(xiàn)大小與分配相結(jié)合，真正實(shí)現(xiàn)干好干壞不一樣，干與不干不一樣，干多干少不一樣的分配體制，全方位調(diào)動(dòng)職工的積極性，主動(dòng)性，自覺性。

客房部年終工作總結(jié)2

　　2010客房部工作總結(jié)

　　Days is fleet, had gone 2010, guest room ministry is in a center of leaders of all levels correct and how-to reach departmental door to coordinate the effort with faculty closely, each job is able to arrange all previous working summary that makes one year to guest room ministry reports as follows: The business total that 2010 year become is million, the month all is finished 230 thousand, the average price of guest room 221 yuan / day, of guest room average rental rate is 41% , the business index that is apart from central make known to lower levels still has certain , groomof respect2010 is the center grooms year, the center was made in the beginning of the year groom plan, although the course learns theoretically and employee operates 2 level actually, but in working, employee is in the skill of business technical ability, service, standard that faces respect of field meet an emergency to leave us still has very big difference, guest room ministry is aimed at this kind of phenomenon, also answer central call at the same time, will groom the first place that works to be put in guest room to work from beginning to to the actual condition of employee, division system was decided groom in detail plan, adopted a variety of grooming means undertakes in business technical ability the respect is adopted master working program and standard first, in the basis drilling of spot of theory study content gives employee to look, let employee be operated personally, on-the-spot guidance, let the operation technical ability with employee basic skill has much practice only, the target that improves work efficiency can come through these grooming, the time making a room of employee has achieved occupation the working quality rise and fall of nearly a few months, guest room ministry feels what the branch grooms is important, in the job of next year, guest room ministry will begin those who have specific aim to groom according to each post the , quality serves to keep stabler in 8 years inof service, wholesome respect, complain the time with higher rate to customer service Wu paragraph in 9, October, appear the main factor of this reason is housing rate is in that paragraph of time is highest, personnel prediction of a person’s luck in a given year is more serious, after new employee enters a branch cannot as soon as possible rather he(she)employee be in harmony is an organic whole, lack organization consciousness, and those who be deficient in personnel of low level management is correct guide, be based on these elements, the branch was begun a series of internal affairs is rectified, it is the proceed with of state of mind from old stuff above all, do a thought to teach the job more, the realizes oneself to rise in center and sectional place action that makes old stuff more deep-seated, part that take on, let old stuff experience center and branch to value level to theirs, reach handgrip hand with old tape new, additional, combing ceaselessly in complaining, discovered the another element of the problem, serving at sectional employee excessive with lack close affection serves, not be to let a guest feel bore even if make a guest essential cannot experience a center to the guest take seriously, walked along two extremes, experience the feeling of guests feel at home without guest inviting guest, the branch was begun a series of the branch of interest sex and team and group groom, it is in person plus the close all previous of administrator, the aggravation of this phenomenon avoided in later period, got quality is the lifeline of guest room, any link of the branch cannot run a point with appearing careless, guest room as always hold to “ employee is checked oneself, foreman examination, manager selectives examination “ tenet, below the ceaseless guidance that leads in the center, got rising is taller that this central guest room rents rate and add live for rate whole, here the circumstance falls, of daily add housing urgent clean

　　photograph contrast earlier, enter time dailily plus the guest also early, can rent downstage for seasonable supply room, so guest room maintains almost be in a kind “ drive a room “ under condition, and during have period of time inside, guest room maintains the state of the member that be short of to fall all the time, although these are objective the occurrence of the element, what the branch still leads in the center is good-tempered fall with accredit, undertook corresponding adjustment in time, will original single person secures floor to focus management entirely, motor-driven delay time goes to work and come off work with fill a vacancy special time paragraph the condition that motor-driven of vacant post, the others arranges neatly, more raised unitive cooperation spirit, accomplished within call, each other to help, protected the lifeline of guest , the maintenance of facilities facilities and maintain everybody knows, nearly 70% what section of guest room department occupies a center to manage area, investment also holds the larger proportion of central whole investment, guest room establishment whether the use fixed number of year that reachs a regulation, it is the key that affects central benefit and long-term development directly, be in so of facilities facilities maintain load room ministry carries out facilities facilities strictly to maintain regulation, retroflexion to mattess regularly, furniture is fixed waxing maintains, be opposite strictly facilities of the electric equipment of cotton goods, room, facilities is operated by accurate method and use, in order to prolong its service opposite especially of carpet maintain, guest room ministry takes seriously very much, requirement employee is in at ordinary times in the job, want to discover to there is the besmirch that order state on carpet only, should do in time “ dot “ clean, can reduce the catharsis number to carpet not only so, still can maintain carpet whole sanitation.? Maintain in room whole and safeguard on, guest room ministry combined engineering department to undertake be discharginged in the round checking to the air conditioning of the room, solved summertime room air conditioning slack paragraph time guest complains flavour of room toilet hydrosphere big, check through the platoon, it is the fountainhead problem of cistern, bring about a stink to send out directly room, guest room ministry and engineering department instantly leader of ask for instructions, the decision often changes to the water of cistern, the problem that makes room hydrosphere flavour big got be in a year of in the past,pass the effort of engineering personnel, improved condition of facilities of a few facilities, but our room whole maintains still put in a lot of problems, need engineering department and guest room ministry are solved in the job of next year jointly.

客房部年終工作總結(jié)3

　　2014鑫海大酒店客房部工作總結(jié)

　　客房部在忙碌中度過了

　　2014年?；仡欉@一年的工作，收獲與付出并存。今年客房部的工作始終依托酒店領(lǐng)導(dǎo)工作重心，以完成經(jīng)營(yíng)指標(biāo)為目的，依靠全體部門員工的努力，兄弟各部門的協(xié)助幫助下順利的完成了部門的經(jīng)營(yíng)接待任務(wù)。為了2015年客房部能在激烈的酒店行業(yè)競(jìng)爭(zhēng)環(huán)境中立足，將2014年的工作總結(jié)以吸取經(jīng)驗(yàn)。

　　一、客房部全年接待經(jīng)營(yíng)任務(wù)完成匯總

　　客房部作為一線經(jīng)營(yíng)服務(wù)部門始終把給客人創(chuàng)造一個(gè)清潔、舒適、安靜、溫馨的休息環(huán)境作為首要工作。2014年客房部全年入住散客 間，團(tuán)體 間，接待會(huì)議 場(chǎng)，平均住客率 %。2014年客房部先后接待了邢臺(tái)市十四屆人大二次會(huì)議，省殘聯(lián)運(yùn)動(dòng)會(huì)會(huì)議，興邦鍋爐全國(guó)訂貨會(huì)等重大會(huì)議，保證了酒店政務(wù)接待的順利完成。與此同時(shí)還加強(qiáng)對(duì)商務(wù)客戶的服務(wù)，本接待了旅行社、家電銷售、平安、太平洋、新華保險(xiǎn)等商務(wù)培訓(xùn)等具有社會(huì)影響的會(huì)議服務(wù)。

　　二．減員增效、嚴(yán)抓日常管理提高服務(wù)質(zhì)量 1、2014年員工流動(dòng)性大，為了響應(yīng)酒店減員增效，客房部由原來定編18人精減到現(xiàn)有的13人，領(lǐng)班定編3人精減到1人。在崗位人員不足，員工工作量大使一部分員工存在怨言和誤解，在缺員的情況下，我們及時(shí)進(jìn)行相應(yīng)調(diào)整，機(jī)動(dòng)靈活，調(diào)整房務(wù)中心班次，使客房衛(wèi)生能保質(zhì)保量，提高部門團(tuán)結(jié)協(xié)作精神，在我們的帶動(dòng)下客房部全體員工以經(jīng)營(yíng)工作，服務(wù)工作為首要，堅(jiān)持人員少時(shí)不請(qǐng)假，克服自己的困難。

　　2、部門管理人員始終堅(jiān)持走動(dòng)式管理與服務(wù)工作相結(jié)合。實(shí)施三級(jí)查房制度，確保將不可儲(chǔ)存的客房資源利潤(rùn)最大化，及時(shí)交予前臺(tái)出售。在遇到會(huì)議住房緊，人員少的情況下，經(jīng)理、領(lǐng)班即是管理人員又是服務(wù)員，不丟掉本職業(yè)務(wù)工作及時(shí)補(bǔ)充到工作一線帶領(lǐng)員工加班加點(diǎn)做衛(wèi)生，換布草，更換床墊變換會(huì)議桌型、房型、滿足各類會(huì)議與客人的需求。

　　3、客房部嚴(yán)格實(shí)行班前班后會(huì)制度，堅(jiān)持小問題不過夜及時(shí)解決。在員工的培訓(xùn)與管理上從實(shí)際出發(fā)，員工在工作中出現(xiàn)問題，幫助員工分析問題的原因，找出解決方法，例會(huì)中講解，避免同樣問題重復(fù)在工作中出現(xiàn)?？头坎渴且粋€(gè)大家庭，每一位員工都是家的一員。由于員工年齡偏大，記憶欠缺，理論知識(shí)掌握不了，我們先對(duì)員工培訓(xùn)技能操作，針對(duì)員工的自身特長(zhǎng)講工作方法，使員工更快提高工作效率，在與客人溝通方面，要求員工多聽多看。經(jīng)理、領(lǐng)班在日常巡查樓層時(shí)，對(duì)所發(fā)現(xiàn)問題與理論知識(shí)相結(jié)合進(jìn)行講解。既調(diào)動(dòng)了員工工作積極性，又起到培訓(xùn)效果，提升服務(wù)質(zhì)量。

　　4、根據(jù)酒店日常工作的要求，3月初開展培訓(xùn)課程進(jìn)行各項(xiàng)培訓(xùn)工作。培訓(xùn)內(nèi)容從崗位的基本技能、服務(wù)流程、工作標(biāo)準(zhǔn)、突發(fā)事件應(yīng)變等服務(wù)技能逐一進(jìn)行培訓(xùn)。并在二季度舉辦部門崗位技能比賽，對(duì)技能比賽優(yōu)秀人員給予獎(jiǎng)勵(lì)。

　　三．走訪客戶觀察客人隱性需求，提供超值服務(wù)

　　1、根據(jù)常住客客史檔案，為客提供相應(yīng)服務(wù)時(shí)，根據(jù)不同節(jié)日送去祝福和禮物，加強(qiáng)與常住客溝通聯(lián)系，堅(jiān)持對(duì)住客的走訪工作，征求意見及客人反饋信息，歸納入檔。

　　2、同時(shí)今年客房部加大了客房檢查力度，觀察客人隱性需求，根據(jù)客人的需求，房間配備了桶面、火腿、礦泉水、茶葉等日常食品。還配備了計(jì)生用品，來提高銷售額。

　　3、邢臺(tái)人大會(huì)、殘聯(lián)會(huì)期間，客房部每天有專人晚六點(diǎn)準(zhǔn)時(shí)送客房一份牛奶、報(bào)紙，主動(dòng)為客人縫補(bǔ)、熨燙衣服，受到各縣及市客人高度好評(píng)。由于服務(wù)員的悉心照顧，使客人感受到了家的溫暖，讓這些客人又成為了酒店的忠誠(chéng)客戶。

　　四．控制物耗，降低成本。從點(diǎn)滴做起，杜絕浪費(fèi)

　　要求員工日常提高節(jié)約意識(shí)，對(duì)回收可再利用的易耗品統(tǒng)計(jì)、核對(duì)數(shù)量，制定獎(jiǎng)勵(lì)計(jì)劃。幷對(duì)客用梳子回收清洗消毒 封裝再次投入使用，全年節(jié)約梳子5796把，減少元成本，增加酒店利潤(rùn)。日常消毒、清潔液體由大瓶改裝成小瓶，在保證干凈的情況下避免浪費(fèi)。拖布、抹布要求以舊換新，定期更換。培訓(xùn)員工對(duì)房間工程維修及保養(yǎng)知識(shí)，做到小工程自己動(dòng)手，大工程及時(shí)上報(bào)維修，不影響房間質(zhì)量。

　　以上是我對(duì)2014年客房部工作總結(jié)，2015工作壓力非常大，但壓力就是動(dòng)力，我有信心配合領(lǐng)導(dǎo)帶領(lǐng)全體員工完成2015年工作任務(wù)

　　客房部：劉玉秀

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