Annual Work Summary of Pharmacists in Charge (6 selected articles) (20xx is a year of far-reaching significance for * * hotels. Under the extremely severe external situation, hotel leaders start from the inside, improve the procurement workflow, increase revenue and reduce expenditure for various departments, and try their best to control and save costs. Under the restriction of the whole environment, the interests have been maximized.
As far as the hotel lobby is concerned, the main work in 20xx is reviewed as follows:
First, operational efficiency.
1. As of 20xx, 65438+February, 65438+March, 8635 rooms were opened, with an annual average daily occupancy rate of 39. 16%, an annual average house price of 457. 14 yuan/room, and an annual cumulative income of 5/kloc-0.
Second, the front desk sales
1. Facing the increasingly fierce market competition, the hotel lobby opened a flexible sales method with the lowest sales price in 20xx. The front office staff should try to understand the psychological price of the guests when selling to them. When it is lower than the minimum sales price at the front desk, they apply for the price by phone. The purpose of selling rooms in the front office is not to let a customer lose the working principle of selling houses.
Third, the team meeting reception
1, 20xx received travel agency teams 165, including Tibet international travel service team 100. Other teams involved in travel agencies include Lhasa Travel Agency, Shengdi Huamei Travel Agency, Changyou Travel Agency, Tea Horse Ancient Road Travel Agency, Lhasa International Travel Agency and Youth Travel Agency. In addition to maintaining the relationship with old customers, the front office also actively develops new partners. In 20xx, the new cooperation units at the front desk include: anti-aircraft artillery regiment, Shengdi Huamei Travel Agency, Lhasa Travel Agency and other cooperative travel agencies and units. During the Mid-Autumn Festival, all units also distributed Mid-Autumn Moon cakes.
In 2.20xx, the Front Office participated in and assisted in the reception of important meetings, including the National Day reception in Nepal and the establishment ceremony of the Tibet Tourism Chamber of Commerce. , the front office staff actively participate in and assist. Successfully completed the reception of two important meetings.
3. The hotel has completed the qualification of receiving foreign guests at the end of August, 20xx. Up to 20xx65438+February 65438+March, we have received 6 batches of foreign guests and teams from Hong Kong, Macao and Taiwan. The reception desk of foreign guests and Hong Kong, Macao and Taiwan teams shall upload and register in strict accordance with the requirements of Lhasa Entry-Exit Administration Detachment for foreign guests and Hong Kong, Macao and Taiwan guests, and there is no non-compliance with the requirements.
Fourth, staff training.
Pay more attention to employee training, improve the service quality of employees, and carefully organize and arrange training from the early guidance training and intensive drills. Some new jobs need a lot of training and practical training.
1, hotel and departmental rules and regulations
2. Appearance and courtesy standards
3. The hotel should know the meeting, framework and business hours of each department.
4. Remember the telephone numbers of all departments.
5. Hotel room conditions and room prices.
6, visit the room, understand the room type and facilities.
7. Standards and requirements for answering telephone calls
8, the front desk job responsibilities
9, each shift operation process
10, foreground term
1 1, certificate type, scanning, checking and uploading.
12, familiar with the foreground operating system.
13, Front Desk Reception Workflow
14, personal reservation service process (debit, refund, self-service payment)
15, team booking service items
16, change the reservation service program.
17. Cancel the service reservation procedure.
18, oversold service plan
19, skills and precautions for booking a row of houses
20. Check-in service process (debit, refund and self-service payment)
2 1, team check-in service procedure
22, VIP reception procedures
23, query the guest service program
24. Guest Rollaway Service Plan
25, confidential check-in (do not disturb) service program
26, room change service program
27, guest accommodation service program
28. The guest changes the room rate service procedure.
29, the operation process of the wedding room
30. Check-out service procedures (credit, refund and self-service payment)
3 1, team check-out workflow
32, invoice issuing process and matters needing attention
33, wake-up service operation process
34, sales skills and emergency handling
35, guest complaint handling skills
In a word, after the training program, employees improved their service skills and their image. Conducive to the promotion of hotel image.
Verb (abbreviation of verb) personnel establishment
At present, there are 10 employees at the front desk, including deputy manager 1 person, front desk receptionist 1 person, front desk receptionist 4 people, front desk receptionist 3 people and bellboy 1 person. Two of them took maternity leave in August and 10 respectively.
Personnel flow: the receptionist has not left her job for 20xx years; Two greeters were transferred and none left; Berman 1 person leaves. Overall, the turnover rate of front office staff in the whole year is about 10%. Compared with the same industry, the staff turnover rate is very low, which helps the front office to improve the service quality and reduce the staff cost control.
Six, the guest complaints
1, healthy
Hygiene mainly exists in rooms that are not cleaned in time, and there are stains or hairs on sheets. After receiving the complaints from the guests, the front office will go to the guest room to apologize as soon as possible, and strive for the opinions of the guests, and then upgrade the guest room, replace the sheets and quilt covers or give fruits to appease the guests' emotions.
2. Facilities and equipment
Complaints about facilities and equipment mainly exist in the situation that TV, network and departmental equipment cannot be used. For example, the hair dryer can't be used for a long time, the TV signal is not good, the wireless network can't be used, and the lights don't work. The front office will handle the complaint according to the specific content, and make timely maintenance after soliciting the opinions of the guests. If it cannot be repaired in time, it will be handled in another room.
Seven, need to improve.
1, keep personnel stable.
2. Improve employee smile service.
3. Initiative, flexibility and quality of customer service.
Annual Work Summary of Pharmacists in Charge (6 selected articles) (Part II) Now I will report my 20xx annual work as follows. I guarantee that all the information submitted this time is true and valid.
1, main tasks and completion of this year (mainly describing the work content of this year, listing achievements and shortcomings). Achievements and shortcomings in the process of task execution (please provide quantitative data as far as possible) Problems involving other departments are gradually improved during the execution, among which the lack of staff in the departments during the execution leads to inaccurate, untimely and inadequate customer service. Recently, the wife of a guest living in Singapore called the hotel and hoped that we could help her complete the surprise for her husband's birthday. Through the housekeeping department, the assistant manager of the lobby and her own preparation, she received a thank-you letter from the guest email. The problem lies in the cake or "Happy Birthday" in Chinese. I didn't pay attention to the details with my colleagues in the process of ordering the cake.
2. Collect guests' opinions, prepare VIP reception and farewell service, and complete 5 copies of guest opinions form every day *** 10; 3. Carry out services related to customer relations; 4 cases of birthdays (content: sending birthday cards, preparing birthday cakes or creating surprises with the assistant manager in the lobby); Patrol the lobby frequently and provide timely help and advice to the guests in need. 456789 Care for guests Note: The width and quantity of lines in the above formats can be adjusted as required.
3. What kind of support do you want to get in order to better accomplish the 20xx annual task?
In order to better improve the quality of 20xx, I hope to get the support of all departments of the hotel. From the guest's point of view, the business department of the hotel is a whole. If one party is wrong, it is easy for the guests to misunderstand the whole hotel. Therefore, in the work of 20xx, the needs, problems or inconveniences brought by the hotel can be promptly and effectively assisted. Especially in terms of human resources, there are vacancies that can be filled, so that guests will not doubt that our services are not in place.
4. What suggestions do you have for your team?
Now the team I work for is relatively stable. On the one hand, I hope that old employees will actively give more help and guidance in the training of new employees. On the other hand, pay more attention to guests, especially some elderly guests. Create a warm and harmonious atmosphere for this team at work.
Looking back on my 20xx years of work, I have always asked myself to be lenient with others and strict with myself. At work, I require myself to have professional quality and the spirit of earnest study and continuous progress. The work is summarized as follows:
Ideologically, I strictly demand myself with the purpose of "serving the people", practice the purpose of "taking patients as the center and medical service as the core" in our hospital, and be diligent, earnest and enterprising.
In my work, I sample the prescriptions filed in our hospital every month, and randomly select more than 3,600 prescriptions for comment and analysis, so as to improve the doctors' level of rational drug use. Regularly enter each ward to collect, sort out and analyze adverse drug reactions, and report them to the National Adverse Drug Reaction Center after analyzing and evaluating the adverse drug reactions. Our hospital reported more than 40 cases of adverse drug reactions and completed the tasks assigned by the Food and Drug Administration. * * * Consult more than 400 medical records, analyze the rational drug use in medical records, especially evaluate the rationality of antibiotic use, and actively communicate with clinicians about irrational drug use. Enter the internal medicine ward and be checked by clinical pharmacists. The internal medicine ward is mainly composed of patients with cardiovascular and cerebrovascular diseases, and has written 36 medical calendars for severe patients. Participate in the consultation of critically ill patients and emergency patients, and assist clinicians to improve the treatment effect. Our hospital implements the consultation system of clinical pharmacists, and gives positive answers to questions raised by doctors, nurses and patients. If you can't give an answer at that time, make records in time, consult relevant experts or consult materials afterwards to give a satisfactory answer as far as possible, and make detailed records of key consultations or typical questions. Regularly compile drug news, compile 4 drug news books, inform our hospital of specific drug affairs, analyze and evaluate irrational drug use in medical records and prescriptions, improve the level of rational drug use, and provide the latest drug information and trends for clinic. Compiling the drug list of our hospital to provide convenience for clinicians. Besides, I am also a part-time warehouse keeper of sanitary materials in our hospital. Engaged in this work for one year, with a high sense of responsibility and quality and safety awareness. I strictly control the stock of materials, and refuse to put them into storage for suspicious and unqualified materials. Every time I enter the warehouse with a voucher, I will make a good record of the warehousing. Every time I leave the warehouse with a voucher, I will accurately verify the quantity of the outbound materials, and it is forbidden to enter and leave the warehouse through abnormal channels. Make an inventory every quarter, record the validity period in time, and report it in time when the validity period is approaching, so as to minimize the loss.
As a clinical pharmacist, I think what I have done is far from enough. Professionally, I should study harder and improve my professional quality. At work, I want to improve my communication and coordination ability, better communicate with clinicians and nurses, and improve patients' rational drug use. A bright future is about to begin, and I will make continuous efforts and breakthroughs to make my work in by going up one flight of stairs and contribute to the development of rational drug use in our hospital.
I have been working in pharmacy for half a year. During this period, under the guidance and care of the leaders, with the help and support of my colleagues, I have been constantly strengthening my study and improving my work, and I have been able to successfully complete all the work I have undertaken, and my personal business ability has also been improved to a certain extent. Now I will summarize and report my work during this period as follows:
1, compiling an investigation is the main task given to me by the department head. Because I have not been engaged in contact inspection for a period of time, I am somewhat unfamiliar with physical and chemical inspection and only know a general idea about health inspection; Through continuous study, participation in training courses and constant familiarity and accumulation, the inspection work can be completed well.
2. Actively participate in business study. Due to my lack of working experience in hospital pharmacy, I need to strengthen my business knowledge in this field. Actively participate in the business study organized by the college, participate in the business training of the municipal drug control institute 1 time, and participate in the business training of the provincial drug control institute 1 time; At the same time, squeeze out a little time every day to enrich yourself, learn relevant laws and regulations, clinical pharmacy knowledge and so on.
3. Continuously improve working methods. In addition to completing the raw materials, semi-finished products and finished products in the preparation production process every week, the preparation inspection also needs to carry out two aspects of sample retention observation and stability inspection. Usually, it can't be finished by the scheduled date. I designed a worksheet myself and filled in the above two tasks every month, so that I can easily know how many inspection tasks there are in that month, which is conducive to work arrangement.
In this half year's work, I can seriously abide by the rules and regulations of the unit, be strict with myself in my work, be loyal to my duties, be thrifty in my life, be tolerant of others, and be competent for the work I undertake, but I know that I still have some shortcomings and deficiencies, my political and ideological study needs to be strengthened, my professional knowledge is not comprehensive enough, and some work is not skilled enough. In the future work, I will strive to guard against arrogance and rashness, strengthen all aspects of study, accumulate experience and lessons in my work, constantly adjust my way of thinking and working methods, hone myself in my work, and successfully complete all the work I have undertaken.
Since I joined the work, with the care and help of the leaders and colleagues of various pharmacies, I have continuously broadened my knowledge, improved my business level and accumulated work-related experience through my own efforts. Over the years, my political quality and professional quality have been greatly improved. During my work in a pharmacy, I earnestly studied the Drug Administration Law, Management System, Product Quality Law, Commodity Quality Maintenance Law and other relevant laws and regulations, and actively participated in the on-the-job training organized by the Drug Administration. Take safe and effective medication as your professional ethics requirement. Serve the people wholeheartedly and treat others with courtesy. Enthusiastic service, patient answering questions, providing patients with some health care knowledge about medication, improving their own quality and professional level in continuous practice, so that patients can use safe, effective and stable drugs and make continuous efforts.
Because drugs are used for disease prevention and treatment, rehabilitation and recuperation, to prevent the circulation of counterfeit and inferior drugs, and to be a qualified drug gatekeeper. When patients buy medicine, they should accept patients' consultation politely and enthusiastically. And understand the patient's physical condition, provide patients with safe, effective and cheap drugs, and explain the nature, taste, efficacy, use, usage and dosage, precautions, side effects, etc. of the drugs in detail, so that patients can use them with confidence. Do not change the dosage at will when dispensing medicine. Some drugs contain heavy metals, which will leave sequelae and adverse reactions after long-term use, ensuring the safety of patients' medication and life. Through knowledge from shallow to deep, from theory to practice, through practice to deepen the understanding of pharmacology, but also summed up some pharmacological common sense.
Annual Work Summary of Pharmacist in Charge (6 selected articles) (4) Sales is an art. As a jewelry salesman, if you want customers to buy satisfactory jewelry, you should pay attention to language skills and several aspects that should be considered at all times; 1 Greet customers 3 meters carefully, 1 meter for inquiries. Smile service is the key to create a relaxed and happy shopping environment. 2 fully display jewelry, because most customers lack jewelry knowledge, so it is very important to display jewelry. The more customers know about jewelry, the stronger their satisfaction after buying it, as the saying goes; "Satisfaction |" is the best advertisement for customers. 3 facilitate the transaction, because the value of jewelry is relatively high, before the final transaction, the customer's pressure is great, so the salesperson should take a distracting method to reduce the pressure on the customer. Familiar with the wearing, maintenance, use, origin and quality of jewelry. After-sales service, when the customer's work is not finished after purchase, it is necessary to introduce the knowledge of wearing and maintenance in detail, and finally say some words of blessing to make the customer feel happy. Enhance the feelings with customers and look forward to the occurrence of secondary consumption. Seize every sales opportunity, wait for the arrival of customers in the best mental state, pay attention to your appearance, wear clean and decent clothes, and insist on makeup every day.
Annual work summary of pharmacists (6 selected articles) (5 articles) summarizes the work in the past year. Although there is no small progress, there are still many improvements and shortcomings. For example, if you don't know enough about jewelry, you should strengthen your study, improve your sales skills and learn this knowledge. It is very important to learn from the successful experience of others. Sometimes bad sales can lead to negative thoughts, which is unacceptable. Negative thoughts are the enemy of sales. The summary of sales failure is not enough. Every sales failure has its reasons, such as whether the jewelry recommended by customers meets the needs of customers, and whether the attitude towards customers is blunt and leads to customer dissatisfaction. Is the jewelry fully displayed to customers? Wait, these all need to be considered. As a cabinet leader, just like a squad leader who leads troops to fight, it is very important to rush to the front line to influence and infect members. As a cabinet leader, we should first set an example and set an example. A counter is a collective, and full unity can release the greatest energy. Learn from each other and make progress together.
In a word, I worked and was happy this year.
Annual Work Summary of Pharmacists in Charge (6 selected articles) (6 articles) Over the past year, we have conscientiously studied and implemented the Drug Administration Law of People's Republic of China (PRC), the Regulations on Handling Medical Accidents and other relevant laws and regulations, constantly strengthened the construction of our own medical ethics, worked diligently, worked hard, constantly improved our technology, assiduously studied our business technology, and strived to improve our business technical level, and successfully completed all the work.
Since I took office, I have always insisted on the quality of work and service. In the work, in strict accordance with the provisions of the Drug Administration Law, strengthen drug quality control to prevent counterfeit drugs, counterfeit drugs, counterfeit drugs and inferior drugs from entering the clinic. At the same time, do a good job in the management of special drugs such as poison, hemp and drama to ensure the safety and effectiveness of clinical medication. Clear responsibilities in the work, work hard, successfully complete the indicators of various tasks, carefully register the lack of drugs and the expiration date, seriously treat the examination, deployment and distribution of prescriptions, strictly abide by the prescription deployment system, operate in strict accordance with the "four checks and seven pairs" prescription audit system, and find the incompatibility, dosage, specifications and other errors in the prescription, and contact the doctor in time to accurately deploy. For drugs distributed to patients, we can actively explain the common sense and precautions of drug use to patients, especially patiently answer the precautions of pregnant women, so that patients can follow the doctor's advice well when taking drugs. Actively participate in various activities of this major, strengthen the study of basic theoretical knowledge of pharmacy, constantly enrich and update their own knowledge, understand and master the new academic trends of pharmacy, master the basic theory, basic knowledge and basic operational skills of pharmacy, and use professional knowledge of pharmacy to guide clinical rational drug use.
Although some achievements have been made, there is still a certain gap from the organizational requirements.
First, their own quality needs to be further improved, especially their professional knowledge, and they need to further strengthen their study and enhance their knowledge; Second, the ability of work coordination needs to be further strengthened. In order to meet the needs of work under the new situation, I am determined to learn with an open mind, improve my shortcomings, work hard, make persistent efforts, constantly improve my own quality, do all the work more solidly, do my best in my ordinary job and live up to the expectations of the organization.
Looking back on the work in the past two years, if we have done some work and successfully completed various tasks, it is mainly inseparable from the support and recognition of every hospital leader. Can not do without the care and help of every colleague. "It is my pursuit to know everything, and it is my goal to cultivate self-cultivation". Here, I would like to thank the hospital again for giving me a platform to display, and urge leaders and colleagues to put forward their opinions so that I can further improve myself. I will also take this debriefing as an opportunity to accept the criticism and help from leaders and colleagues with an open mind, study hard and work hard, and make a modest contribution to the development and construction of the hospital with excellent work results.
In short, through the unremitting efforts of all hospital staff, the hospital has achieved good results in XX. I hope that in the new year, we can always adhere to the purpose of serving patients wholeheartedly, and in a highly responsible attitude towards patients, all medical service activities will reassure and satisfy patients.