Personal work summary report of the front office supervisor

When the work reaches a certain stage or comes to an end, we need to carefully analyze and study the work done in the previous period, affirm the achievements, identify problems, and summarize experiences and lessons, so as to better to do the next step. Let me take you to see 5 examples of personal work summary reports for front office supervisors. I hope it can help everyone!

Work Report for Front Office Supervisors 1

In order to realize the front office of the hotel In order to achieve better development and systems within the department, as the front office supervisor, I summarize the work in the first half of 20____ as follows:

1. Scientific decision-making and concerted efforts

1. According to the requirements of the center, the hotel's general manager team formulated a full-year work plan at the beginning of the year and put forward the overall work ideas to guide the development of various tasks. The first is to strive to achieve the "three creation goals", and the second is to work together to accumulate " "Three-Party Advantages" etc. The overall idea determines scientific decision-making and guides the development of various tasks throughout the year. Coupled with the promotion of the "Three Standards in One" certification review work, as well as the practical operation of various performance activities, especially the strong encouragement from the Fourth Plenary Session of the ____ Central Committee in the second half of the year, the hotel general manager team led all department managers, supervisors, and foremen to unite All employees, working together from top to bottom, have made certain contributions in generating revenue, profits, excellence and stability, and achieved considerable results. Operating and generating income.

2. Service excellence. By introducing brand management, the hotel has strengthened the training on the 20-character content of the "Basic Code of Conduct for Employees on Hospitality" such as "appearance, smile, greeting", strengthened on-site supervision and quality inspection of management personnel, and gradually improved the windows of the front desk hospitality department and positions. image and continuously improve the quality service standards of employees. Therefore, in May this year, the municipal tourism bureau organized an annual evaluation of the hotel's open and covert inspections. Our hotel only deducted 2 points and received a high score for quality service, ranking among the best among the same hotels in the region. In addition, in the reception service for large-scale events, our hotel's sales, front office, guest rooms, property, restaurant and other departments or positions received letters of commendation from the event organizing committee respectively. The letters all praised: "The hotel staff are warm and thoughtful. The service provides the necessary logistical support for our daily life, enabling us to successfully complete this event. ”

3. Safety creates stability. By formulating safety plans such as the "Security Plan for Large Events", the hotel has implemented the "six precautions" such as daily fire prevention and theft prevention, and almost no accidental safety accident has occurred in half a year. Under the care and guidance of the hotel general manager, store-level leaders hold feedback meetings with department managers every day to report the situation and put forward requirements. The Security Department arranged for cadres and employees to work overtime and patrol frequently to ensure strict prevention and control. With the cooperation of relevant departments, group prevention and group control ensured that all activities were flawless and the hotel was safe and stable. The security class of the hotel security department was also rated as an advanced team.

2. Keeping pace with the times, improving development, and the hotel has undergone outstanding changes

The hotel general manager team took the lead in setting an example, organizing and guiding party members, cadres and all employees to conscientiously study and understand the Fourth Session of ____ The spirit of the Central Plenary Session. Combined with the actual situation of hotel operation, management and service, we should keep pace with the times, improve quality and change concepts. Surviving in the wave of market competition has led to gratifying improvements in the entire hotel industry in the second half of the year. Mainly reflected in the positive mental state of cadres and employees. The general manager meetings and small meetings of the hotel have repeatedly emphasized that cadres and employees should have a sense of urgency, be motivated, and cultivate "spirit and spirit." The hotel's management services are not high-tech, and there is no profound knowledge. The key is people's subjective initiative, their mental state, their loyalty and professionalism to the hotel, and their understanding and application of the true meaning of management and service. Store-level leaders also organize various training and exchanges for department managers, supervisors, foremen and employees to inspire and guide everyone to broaden their horizons, learn and make progress, and work together in unity. Realize your own value and feel the joy of life in the process of completing hotel operation indicators, management goals and reception tasks. As a result, the phenomenon of mutual shoving and ridicule between department managers has been reduced, and they have been replaced by the exchange of information, mutual support, and mutual respect; the hotel has two routine nighttime security inspections every month and a weekly quality inspection. If there are fewer people, we should take the initiative to care, participate, inspect carefully, etc.

In some large-scale activities, under the example of store-level leaders, department managers led supervisors, foremen and their employees to work overtime and work hard without complaint. Although the work was long and tiring, they always maintained a cheerful spirit, adding to the window image of the hotel. The glory.

3. Brand management, the hotel front office focuses on eight major tasks

In this year’s implementation and certification process of the “three standards in one” 6S management, the hotel held multiple special meetings. Arranged training courses with different contents and organized some pre-inspections and inspections. These have greatly promoted and guided the more standardized development of hotel management work. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, and combined with the management goals and work plans formulated at the beginning of the year, the hotel and various departments focused on eight major tasks throughout the year.

1. Take efficiency as the goal and adjust the sales staff. The hotel sales department has designated front desk and other positions. Only the number of sales staff in the first half of the year was more than twice that of a hotel of the same size. The hotel general manager team analyzed the reasons and found that the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales department manager and reduced the number of employees to 100, which enhanced the awareness of competition among remaining personnel and their sense of responsibility for proactive promotions.

2. Broaden channels. The original decomposition indicators of the sales department were determined by individuals and lacked scientific basis. However, it is difficult to complete the business indicators issued by the hotel as scheduled. In response to the various problems that arose in the first half of the year due to the lack of market research, reasonable positioning, and channel division, the general manager team studied and approved the "sales plan" for the first half of the year after adjusting department managers. Among them, on the basis of the original three natural sales channels of contracted companies, online bookings, and door-to-door individual tourists, we have expanded and added channels such as conferences and exhibitions, teams, peers, and membership cards. We have designated channel supervisors to take charge of them, and according to the hotel's share of customers from each channel The proportion of the total customer base, and the indicators are broken down proportionally accordingly. In this way, firstly, the division of channels is scientific, secondly, the decomposition indicators are reasonable, thirdly, it can stimulate everyone's sense of responsibility and initiative in promotion, fourthly, it can gradually reduce staff and increase efficiency, and fifthly, it can obviously promote the improvement of sales performance.

3. Room bonus. According to the hotel's market positioning as a business-type specialty hotel, the marketing strategy is mainly to receive business guests from contracted companies and door-to-door individual guests, supplemented by online booking, exhibition teams, etc., the general manager team refers to some of the successes of "room promotion" in peer hotels. Based on experience, we have formulated a reward for the reception staff of the sales department to receive a certain percentage of commission after selling the house at a price higher than the agreed company price. This room bonus policy has greatly mobilized the receptionist's promotional enthusiasm and service attitude.

2. Use reform as the driving force to link the performance of catering work.

1. Although the restaurant is a department position in the hotel, it has taken the lead in entering the market track in terms of management system. The performance-linked reform measures have been officially implemented in the restaurant, which will set the restaurant’s operating income indicator to __ million Yuan/month, the total salary is controlled to be __ million Yuan/month. Under certain expenses and gross profit margin standards, if the revenue target is overfulfilled or unfulfilled, the corresponding proportion of the total salary will be deducted based on the proportion of completion or unfulfillment. This performance-linked approach, on the one hand, puts invisible pressure on restaurant kitchen managers, waiters, chefs and other personnel. Lack of ideological work or improper management will also bring some negative effects; on the other hand, it makes everyone Turn pressure into motivation to promote restaurants and kitchens to consciously and proactively do business and promotion work to create more benefits. For example, the restaurant will open a summer night market, increase breakfast varieties, etc.

2. Competitive recruitment. In addition to reforming the distribution policy of the restaurant, the employment and employment mechanism are also more flexible. Managers can be promoted and demoted, employees can be promoted and promoted, and positions are competitively recruited based on work performance. These are all conducive to the smooth flow of government orders and prohibitions in hotel and department positions. Of course, if the main managers have poor quality or poor management, they will naturally have some adverse consequences. But overall, the restaurant arranges supervisors with better performance and ability into responsible positions, promotes hard-working employees to foremen, and dissuades incompetent supervisors, foremen and employees, etc., which to some extent promotes various aspects of the restaurant. The implementation of the work provides guarantees in terms of management mechanisms and other aspects for striving to achieve revenue targets.

3. Dish test assessment. The hotel requires restaurant chefs to create several new dishes every week or at least every other week. Store leaders and relevant department managers will test the dishes and rate them to assess the chef's professional level. At the same time, they will recommend promotion of new dishes that are basically satisfactory.

In the past six months, the restaurant has launched more than a dozen new dishes. Among them, sizzling pork ribs dumplings, spicy beef tendons, Chinese drunken chicken, fresh game, orchid beans mixed with enoki mushrooms, etc. have been widely recognized by diners. In addition, chefs with excellent performance in the assessment are commended and encouraged, and chefs with poor business skills are required to be replaced in a timely manner.

In addition, the restaurant cooperates with the hotel to receive important guests in batches throughout the year, counting multiple tables and approximately 100 guests. The service and reception work of the restaurant has been basically affirmed and praised by the hotel and superior leaders.

Front Office Supervisor Work Report #2

In the blink of an eye, I have been working in the company for more than a year. According to the work arrangement of the company manager, I am mainly responsible for the daily operations of the restaurant floor and the department. Regarding training work, we will now summarize the work in 20____ and give a brief overview of the work plan for 20____.

1. On-site management of the hall

1. Etiquette and politeness require repeated practice in daily meetings. Employees must use polite words when meeting guests, especially the front desk cashier and regional seat-keeping service personnel are required to do so. Responding to every call, requiring etiquette and politeness to be applied to every bit of work, employees supervise each other and make progress together.

2. Insist on inspection of appearance before work. Those whose appearance is unsatisfactory must be sorted out before they can take up the job. If appearance problems are found on the job, correct them immediately. Supervise the use of guest etiquette and politeness. Employees develop A good attitude.

3. Strictly focus on job positioning and service awareness, improve service efficiency, and make reasonable deployment of service personnel during peak dining periods, with the foreman or assistant as the center to support busy areas at any time, and other personnel Everyone should take their own responsibilities, clarify their respective work contents, and carry out division of labor and cooperation.

4. Promote efficient service and require employees to serve customers immediately as long as there are customers who need service.

5. Item management From large items to small items, whether it is customer damage or natural damage, everything must be followed, documented, implemented, supervised, and followed. A single person and a summary.

6. In sanitation management public areas, cleaning staff are required to clean immediately when they see foreign objects or dirt. Hygiene requirements in each area require that the surface of the sofa, its surroundings, the dining table, and the floor should be dust-free and water-stained, neatly arranged, and not tilted.

7. During the meal period, due to the high concentration of customers arriving at the store, customers often queue up and become impatient. At this time, the foreman and team leader need to be prepared for the reception before the reception peak to reduce the waiting time for guests. At the same time, they should also pay attention to the table positions to ensure that they are correct. Do a good job in explaining, shorten the waiting time, carefully receive each table of guests, and be busy but not chaotic.

8. The buffet is a new project in the restaurant. In order to further improve the quality of the buffet service, the "Buffet Service Overall Practical Plan" was formulated to further standardize the operating procedures and service standards of the buffet service. .

9. Establish a restaurant case collection system to reduce the chance of customer complaints and collect complaints from restaurant customers about service quality and quality as an important basis for improving daily management and services. All restaurant staff will review the collected cases Analyze and summarize, and come up with solutions to problems to make daily services more targeted and reduce the chance of customer complaints.

2. Daily management of employees

1. As an important part of the restaurant staff, whether new employees can quickly integrate into the team and adjust their transformation mentality will directly affect service quality and team building. . Special training is carried out based on the characteristics and onboarding situation of new employees. The purpose is to adjust the mentality of new employees, face up to role transformation, and understand the characteristics of the catering industry. It can make new employees fully mentally prepared, alleviate the dissatisfaction caused by the incompatibility of role changes, and speed up the pace of integration into the catering team.

2. Pay attention to the growth of employees, always pay attention to their mentality, require them to maintain good working conditions, organize employees to study from time to time, and assess employees, check the training effect, and find deficiencies in a timely manner Make up for it and improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work situation, and find and solve problems.

3. Strengthen training based on actual work conditions in order to improve work efficiency and make management more standardized and effective.

It was also analyzed in the form of daily restaurant case analysis, so that employees had a new understanding and understanding of daily services, and formed a consensus on daily service awareness.

3. Shortcomings in the work

1. The work process is not detailed enough, the work arrangement is unreasonable, and when there is a lot of work, the priorities are not very clear.

2. There is a lack of communication between departments, and problems are often discovered only after something goes wrong.

3. There are not many interactive links during the training process, which reduces the vitality and vitality.

IV. Work Plan for 20____

1. Do a good job in internal personnel management, and achieve strict management systems and clear division of labor.

2. Based on the existing regular meetings, further deepen the content of regular meetings, improve the depth and breadth of discussions, and build the service quality seminar into a communication platform for all service personnel to learn from each other, learn from each other, and share Service experience, stimulate ideas.

3. We will innovate and improve services on the basis of existing service standards, focus on service details and humanized services, improve the qualifications of service personnel, improve the salary assessment and treatment standards of waiters, and strengthen daily Service, establish a high-quality service window, create service highlights, and innovate service brands on the basis of the brand.

4. The responsibility for the management of items must be assigned to one person, and there are rules to follow, well-documented, someone to implement and someone to supervise.

5. Increase efforts to maintain member customers.

5. Planning for the overall management and operation of the restaurant

1. Strict management system and employment training system, clearly define job assessment levels, enhance employees' awareness of competition, and improve personal quality and work efficiency .

2. Enhance employee efficiency awareness, strengthen cost control, and save expenses. Train employees to develop good conservation habits, use water and electricity rationally, etc., detect waste, stop it in a timely manner and strictly implement relevant penalty systems.

3. Strengthen the coordination relationship between departments.

4. Pay attention to food safety and hygiene, and do a good job in various safety management.

5. Carry out multi-channel publicity and promotional activities and cooperate with surrounding companies to increase membership rates.

Front Office Supervisor Work Report 3

The updating of hotel equipment, the improvement of service items, and the further improvement of staff service standards have enabled ____ Hotel to review the star rating in 2013 It achieved the second place in history, giving ____ Hotel a high reputation in the hotel industry. All of these are inseparable from the effective management of store-level leaders and the efforts of employees in various departments of the hotel. Therefore, the hotel pays more attention to the spiritual civilization construction of employees and creates a good living space for employees. It transformed the hotel's laundry room into a spacious staff restaurant and staff activity room, and added entertainment such as billiards, table tennis tables, chess and cards, etc. Projects and various competitions have been held many times, which not only enhanced the physical fitness of employees but also enriched their spare time life. The hotel also installed solar hot water in the employee dormitories, solving the problem of employees taking baths in winter. All these employees can only repay the hotel through serious work. This year, despite the constant changes in personnel in the front office, all employees were still able to overcome difficulties, unite and forge ahead, and successfully completed various reception tasks assigned by the hotel. Throughout the year, they received four VIP groups and held countless meetings This time, the entire reception process was well received by the guests. Over the past year, the front office department has done the following tasks:

1. Strengthen business training and improve employee quality

Front Office As the face of the hotel, every employee has to face the guests directly. The working attitude and service quality of the employees reflect the service level and management level of a hotel. Therefore, the training of employees is the focus of our work. This year, we will focus on the five Each branch has formulated a detailed training plan: for the switchboard, we conduct training on language skills for answering the phone; for baggage delivery and storage services at the baggage office; training on etiquette and courtesy and house sales skills for receptionists; especially for July this year. All front office employees received a month-long foreign language training to lay a certain foundation for this year's star rating review. Only through training can employees further improve their business knowledge and service skills, so as to better serve guests. Provide excellent service.

2. Instill in employees the awareness of "increasing revenue and reducing expenditure, increasing revenue and reducing expenditure" and controlling costs

"Increasing revenue and reducing expenditure, increasing revenue and reducing expenditure" is the unwavering pursuit of every enterprise. The front office department Employees actively responded to the hotel's call, carried out conservation and expenditure-saving activities, and controlled costs. In order to save costs, the front office department purchased plastic baskets to hold the team's keys, which reduced the use of key bags and room cards, saving the hotel money (originally, no matter whether it is a group or individual guest, each room must fill in the room card) And use the key bag. By not using the room card and key bag in the team room, the cost is greatly saved. The room card is 0.18 yuan/piece and the key bag is 0.10 yuan/piece. There are more than 100 team rooms every day, which can save a sum a year. Larger expenses); the business center uses expired reports to print draft paper; urges accommodation employees to save water and electricity; control office supplies and make good use of every piece of paper and every pen. Through these controls, the front office department can make its due contribution to the hotel's revenue generation. 3. Strengthen the sales awareness and sales skills of employees and increase the occupancy rate

The front office department actively promotes the sales of individual guest rooms according to market conditions. This year, the hotel has launched a series of guest room promotion plans such as: Fans Promotional activities such as rooms, point cards, vouchers, thousand-yuan cards, etc. The receptionist flexibly grasps the room price according to the market conditions and the occupancy situation of the day in addition to the hotel's preferential policies. The number of individual guests at the front desk has increased significantly, and the occupancy rate has improved. , emphasizing the purpose of the receptionist: "As long as the guests come to the front desk, we must try our best to let the guests stay" and strive for more occupancy rates. 4. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work, and the quality of coordination will be greatly affected at work. . The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate with the department to solve the problem to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel. 5. Strengthen the management of various reports and customs declaration data

The front desk will check in for each guest in accordance with the regulations of the Public Security Bureau and enter it into the computer. The information of overseas guests will be reported to the hotel in a timely manner through the hotel's customs declaration system. The Exit and Entry Management Section of the National Security Bureau conducts customs declarations, conscientiously implements the notices issued by the Public Security Bureau, and reminds each guest to store their valuables. A dedicated person is assigned to be responsible for all reports and data in the front office, who will classify and archive the reports and report them monthly. Comparing the room revenue in 2012 with the room revenue in 2013, the occupancy rate increased by 9.46%, but the revenue decreased by 240,223.07 yuan. The main reason is that vicious competition among the hotel industry led to a decrease in the average room rate, an increase in occupancy rate, and a decrease in revenue. phenomenon, the guest room summary table is attached.

The results are gratifying, but we are also deeply aware of and appreciate the shortcomings:

1. Lack of flexibility and initiative in service;

2. The aging equipment of the switchboard causes poor lines, often causing complaints from customers;

3. Some new employees are not proficient in their jobs;

4. The photocopier in the business center is aging. The poor performance of the copier has affected the business center's income. This year, the business center's cash income from copying was only 2,812.9 yuan.

Front Office Supervisor Work Report 4

The first half of 20____ is about to pass, and we welcome the second half of 20____ with confidence. The past six months have been a half year to promote the hotel's three major themes of "safety, operation, and service". It has also been a half year in which the hotel's revenue and profit targets have been achieved relatively ideally. On this occasion of bidding farewell to the old and welcoming the new, it is necessary to review and summarize the work, achievements, experience and shortcomings of the past six months in order to leverage strengths, avoid weaknesses, and forge ahead.

1. Introduce brand management and do a good job in guest room work

By introducing brand management, the hotel strengthens the 20 words of the "Basic Code of Conduct for Employee Hospitality" regarding "appearance, smile, greeting" content training, strengthen on-site supervision and quality inspection of management personnel, gradually improve the window image of the front desk customer service department and positions, and continuously improve the quality service level of employees.

Therefore, in May this year, the municipal tourism bureau organized an annual evaluation of open and covert inspections of star-rated hotels. Our hotel only deducted 2 points and received a high score for quality service, ranking among the best among the same-star hotels in the region. In addition, in the reception service for large-scale events, our hotel's sales, front office, guest rooms, property, restaurant and other departments or positions received letters of commendation from the event organizing committee respectively. The letters all praised: "The hotel staff are warm and thoughtful. Service provides the necessary logistical support for our daily life, allowing us to successfully complete this event. ”

2. Take quality as the premise and do a good job in guest room work

1. Morning meeting of the team. In order to ensure the high quality and stability of the hotel's basic product "guest rooms", the housekeeping department has established a morning meeting system for long-term and individual guest teams in accordance with the hotel's requirements to arrange the day's work and regulate the appearance of each employee. , so that all employees can be ideologically consistent and ensure that all work can be implemented in place. In the team's weekly meeting, the work of the previous week was summarized, and the work of the next week was arranged and written. At the same time, the contents of the hotel-related documents were included, which fully reflected the "strict, detailed, and practical" work style.

2. Security inspection. In addition to setting up a full-time safety and security person-in-charge in the department, safety knowledge training is developed into a systematic system and carried out throughout the year, reflecting different levels and contents. From the hotel's corresponding preventive measures, emergency handling methods to the inspection requirements of various electrical appliances, etc., start from scratch. Clarify the safety responsible persons in each area and put them on the wall in written form, emphasizing the working principles of “whoever is in charge, who is responsible” and “working together”. Carefully observe and check hotel guests, receptionists, and passers-by to ensure that there are no omissions. Throughout the year, the individual guest area *** found rooms with inconsistent occupants and inconsistent personnel.

3. Department training. While the hotel organizes training, there are plans to conduct monthly training on the content of the "20 words" guideline and job duties for employees in the department. For example, the front office of the sales department should do a good job in training for each position, so as to achieve "a theme every day and training every day". Conduct training and assessment for front office employees in stages and by content. The receptionists and cashiers at the front desk use their spare time for training every day after the morning shift; supervisors and foremen are trained every two weeks, and all front office employees are trained once a month. The training content includes business knowledge, reception of foreign guests, sales skills, case analysis, emergency problem handling, etc. Through training, the overall quality of employees has improved, their English proficiency has improved, their professional skills have improved, and guest satisfaction has also improved. Over the past year, each department has organized its own training batches and invited people to participate. The two-level training combining the hotel and the department has improved the overall ideological quality, service attitude and business reception ability of employees.

Front Office Supervisor Work Report 5

20____ is an extraordinary year for the hotel. Since the hotel was restructured, the front office department has actively cooperated with the marketing department to receive various types and sizes of receptions. meetings, most notably the meeting reception in ____ street. The successful reception of the meeting was unanimously recognized by the leaders of ____ street. The hard work of the employees finally paid off and the results were successful. However, from the meeting reception Although we have gained some reception experience, we still have certain shortcomings. The service is passive. We do not want to complete all the work before the guests, which also shows our shortcomings. In view of this situation, in the future work reception, we will summarize the rich experience in the past, learn from each other's strengths, make the future reception work better and more standardized, and create our own brand.

The season of the year begins in spring, and the plan for the day begins in the morning. According to the changes in the development of the hotel industry, we cooperate with the housekeeping department to launch some preferential activities during the off-season of housing. In addition to the price discounts, guests are also given free fruits. The premise is that guests who stay for more than 150 yuan, and secondly, guests who stay for more than 8 times with a room price of 100 yuan or more will receive a free day on their next stay, provided that The purpose of the same certificate is to attract more repeat customers and make the guests come again. These preferential activities have been unanimously recognized by the guests, and at the same time, the hotel has gained certain economic benefits, and its popularity has continued to increase.

The front office is the sales window of the hotel. In terms of room price promotion, especially the receptionist must master certain sales skills. How can we sell our service products? This requires our receptionist. We must master certain skills in sales, and proceed in order from high to low in terms of price, but often we are still lacking in this aspect, have weak awareness, and do not realize the importance of the work. When guests come, we just introduce them mechanically. , selling is not enough, and even the software services are not very flexible and proactive. Therefore, the top priority of the job is to let the receptionists learn to sell, and let them sell the hotel's products to the guests, and Making guests happy to accept this is a skill that should be implemented as a focus in future work.

Judging from the work observation over the past year, from the bell boy to the front desk receptionist, the service lacks the initiative and enthusiasm of hotel employees. Guests are not greeted and questions are not answered. There is no sound when guests leave. This is the most basic thing. It is the mistake that should not be made. Of course, some employees do it better. in future work. As front office staff, all positions must follow the training standards to smile, be polite, enthusiastic, thoughtful and have a high sense of responsibility to win more repeat customers.

Hotel employees change frequently, and fresh blood is always added from time to time. This year, there are more new receptionists, and the new employees’ business knowledge and quality standards after training are different. In this case According to work needs, the front desk receptionist, bellboy, etc. will be provided with a comprehensive training and competition on business knowledge and skills. The purpose is to firmly establish employee work, deepen business knowledge, and perform better work.

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