Hotel waiter year-end summary

Summary is a comprehensive and systematic summary of a period of study, work or its completion. It can prompt us to think, so we need to write a summary. So do you really know how to write a summary? The following is a sample year-end summary for hotel attendants that I compiled for you. It is for reference only. You are welcome to read it. Hotel waiter year-end summary sample 1

Another year has passed. With the care, support and help of my leaders and colleagues, I have conscientiously performed my duties at work, strived for excellence in my work, and always remained humble. With a cautious attitude, taking serious study and solid work as the criterion, and conscientiously completing various work tasks, the work situation is summarized as follows:

1. Always maintain an attitude of endless learning in mind, and keep in mind the importance of catering The purpose of service staff is to establish the purpose of serving customers wholeheartedly, and there has been a new improvement in ideological understanding.

2. Study business knowledge seriously at work, combine theory with practice, and adopt a positive, serious and responsible attitude towards work, constantly improve working methods, sum up experience, give full play to job functions, and study hard The table setting in the private room includes tablecloths, bone plates, bowls, spoons, red wine glasses, white wine glasses, teacups, chopsticks, ashtrays, paper plates, mouth cloths, and towels; the matching of dishes in the private room, the height and height of the dishes and The matching of stir-fries, soups and cold dishes; pay attention to the different issues of the guest of honor, host, deputy host and companion during service, etc. In the accumulated study over time, correcting a little and improving a little every day is progress every day.

A restaurant is a place where a large number of interpersonal interactions occur. Every waiter has extensive contact with a large number of guests every day, and has various interactive relationships with guests based on service, and properly handles these relationships. , will make guests feel respected, valued and treated favorably. Gaining this feeling from guests will play an immeasurable role in the continued prosperity of the business and the publicity and dissemination of the restaurant.

My experience in providing high-quality customer service is: as a waiter, you should pay attention to the natural, smooth and amiable tone of voice, moderate volume, maintain a constant speaking speed, and be calm and polite at all times. Language words that express respect and humility should always be on your lips, such as "you, please, sorry, if, okay", etc., and I believe that smile is the communication tool and the most necessary tool in the service process. In addition, Waiters should also pay attention to the timing and objects of expression, that is, to express appropriately and appropriately according to specific situations such as different occasions and different identities of guests. When using language expression, it is necessary to use body language appropriately, such as using appropriate gestures and movements, combined with verbal expression language, to create an expression atmosphere that is easy for guests to accept and satisfy.

Being able to see through the potential needs of guests at a glance is the most commendable service skill of a waiter in the service process. This requires keen observation skills and turning this potential demand into timely and practical services.

For example, when the guests are drinking to the end, they take the initiative to ask if they want to eat rice, or if they are considering pasta, or if they want to add some side dishes. And the provision of this service is the most valuable part of all services. The essence of observation ability is to be good at thinking about what the guests are thinking, and to deliver the service promptly and appropriately before the guests speak. It is not uncommon for emergencies to occur in service. When dealing with such incidents, I think we should adhere to the tenet of "the customer is God and the customer is always right" and be good at standing in the customer's position and putting ourselves in the customer's shoes. , appropriate concessions can be made. When a waiter does something really bad, he should sincerely apologize. When a situation occurs, the first thing the waiter considers is not whether the fault is on his own side, but to say sorry.

Therefore, I think that as a hotel waiter, you must have at least the following service potential.

1. Language potential

Language is an important tool and way for waiters to establish good relationships with guests and leave a deep impression. Language is the material shell of thinking. It reflects the spiritual cultivation, temperament, attitude and character of the waiter. The two most important aspects that guests can perceive are the words and actions of the waiter.

When expressing, waiters should pay attention to the natural, smooth and affable tone, speak at a consistent speed, and be calm and polite at all times. Language words that express respect and humility can often soften the tone, such as "you, please, sorry, if, maybe" and so on. In addition, waiters should also pay attention to the timing and objects of expression, that is, to express appropriately and appropriately according to specific situations such as different occasions and different identities of guests.

When people talk, they often ignore another important part of language, body language. According to research by relevant scholars, body language plays a very important role in the expression of information. When using verbal expressions, waiters should use body language appropriately, such as using appropriate gestures and movements, in conjunction with verbal expressions, to create an expression atmosphere that is easy for guests to understand and satisfy.

2. Communication potential

The hotel is a place where interpersonal communication occurs intensively. Every waiter will interact with colleagues, superiors, and subordinates, especially many guests, every day. Extensive contact and various interactive relationships with guests based on service. Properly handling these relationships will make guests feel respected, valued and treated favorably. Gaining this feeling from guests will play an immeasurable role in the continued prosperity of the business and the publicity and dissemination of the corporate brand. Good communication ability is an important foundation for waiters to achieve these goals.

3. Observation potential

There are three types of services that service staff provide to guests. The first is the service needs that the guests have clearly stated. As long as they have skilled service skills, they can Well, this is generally relatively easy. The second type is routine services, that is, services that should be provided to guests and do not require reminders from guests. For example, when a guest sits down in a restaurant and is ready to dine, the waiter should quickly pour tea and put away tissues or towels for the guest; when in the front hall, as soon as a guest with a lot of luggage comes in, the waiter should step forward to help. The third type is potential service needs that guests have not thought of, cannot think of, or are thinking about.

Being able to see through the potential needs of guests at a glance is the most commendable service skill of a waiter. This requires the waiter to have keen observation ability and turn this potential demand into timely and practical service. And the delivery of this service is the most valuable part of all services. The first type of service is passive, while the latter two services are proactive, and the delivery of potential services emphasizes the initiative of the waiter. The essence of observation ability lies in being good at thinking about what the guests are thinking, and delivering the service promptly and appropriately before the guests speak.

4. Memory potential

During the service process, guests often ask the waiter about the prices of hotel services, grades, service facilities, special dishes, tobacco, wine, tea, and snacks. or problems in urban transportation, tourism, etc. At this time, the waiter must use his or her usual experience or purposeful accumulation to become a "living dictionary" and "compass" for the guests, so that the guests can instantly understand what they need. All kinds of information are not only a kind of service orientation and guidance, but also a service that can be appreciated by guests.

Waiters also frequently encounter physical delays in service required by guests. That is to say, the guests will entrust some matters to the waiter, or need some drinks and refreshments during the meal. There will be a long or short time lag between the proposal of these service items and the delivery. At this time, the hotel waiter must be able to firmly handle the matter. Remember the service the guest needs and deliver it accurately at a later time. If the service required by the guest is delayed or simply forgotten and not satisfied, it will have a negative impact on the hotel's image.

6. Contingency potential

Sudden incidents are common in services. When dealing with such incidents, waiters should adhere to the principle of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes, and be able to make appropriate concessions. Especially if most of the responsibilities are on the waiter's side, he must dare to admit his mistakes and provide immediate apology and compensation to the guests. Under normal circumstances, the guest's mood is a mirror of the service status provided by the waiter. When a conflict occurs, the first thing the waiter should think about is whether the fault is on his or her side.

7. Marketing potential

In addition to completing his own work according to work procedures, a waiter should also actively introduce various other services to guests and promote them to guests. This is not only an important method to fully tap the potential of service space utilization, but also reflects the waiter’s sense of ownership and the need to proactively provide services to guests.

Although each service department of the hotel has dedicated personnel for marketing, their main responsibility is external marketing, while internal marketing requires waiters in various positions to work together. Only when all employees care about the hotel's marketing and feel a sense of the market everywhere can they seize every opportunity to do a good job in internal marketing for guests. This requires that the waiter cannot just wait for the guest's request to provide service, but should be good at seizing the opportunity to promote the hotel's various service products and service facilities to the guest, and fully tap the guest's consumption potential. To this end, the waiter should have a comprehensive understanding of each service, and be good at observing and analyzing the customer's consumer needs and consumer psychology, so that the product can be fully informed and sold when the customer is interested. Hotel waiter year-end summary essay 4

The XX year is about to pass. This year, with the help, care and encouragement of the hotel leaders and colleagues, I overcame various difficulties and completed the year's work relatively well. Obtain recognition from leaders and colleagues. Continue to work full time throughout the year, without asking for leave, being late, or leaving early; service quality and work level have improved, and there are no customer complaints; be able to respect leaders, unite colleagues, be courteous, and put work first. Now I will report on the main work I did in XX and my plans for next year. I would like to ask all leaders and colleagues for their corrections.

1. The main work this year

1. Correct attitude, love and dedication. Through this year of training, I gradually overcame the shortcomings of being impatient, impatient, and perfunctory, and developed a patient, meticulous, and thoughtful work style. During the year, my customers gave me fewer complaints and more praises. , the relationship with colleagues has also become harmonious, with fewer quarrels and sarcastic words, replaced by words of mutual encouragement and care. Makes me more confident in my work. In addition to receiving guests, the daily work in the hotel mainly involves cleaning the guest rooms and sanitation of the environment. Although I clean the rooms all day long, I always gave up some places because they were too high, inconspicuous, and difficult to move. Cleaning leaves no dead ends. During this year, when cleaning the room and sanitation of the environment, I have been extra careful in every place, not missing every stain, particle of dust, or hair. If you can't lift anything, lift it with your colleagues. Try to wipe the corners, window corners, drawer corners, and gaps where your hands can't fit that you didn't pay attention to with a rag, so that the dirt has nowhere to escape.

2. Learn with an open mind and ask if you don’t understand. During this year, I actively participated in various training activities organized by the hotel, carefully studied service skills and polite language, and asked the manager and other old colleagues for advice when I didn’t understand. After returning home, I carefully studied and practiced. You can also often use polite expressions, get rid of the original bad customs, and develop good habits. In this way, unknowingly, my service level has been improved, my behavior has been more polite, I have received praise from guests, and I have been praised by leaders and colleagues.

3. Obey the arrangements and work hard without complaining. Always respect the leadership, do not play tricks, do not discount the things arranged by the leadership, and maintain quality and quantity.

This year, in addition to doing a good job in guest room service, I also participated in the front desk reception work when the front desk staff was not available. At first, I did not understand the front desk work, had no confidence, and was afraid of difficulties. Later, with the care and help of the hotel leaders, I overcame the problem. Despite my own difficulties, I studied hard, asked for advice from many sources, and practiced constantly. I was confident and calm in the face of difficulties. I completed the front desk tasks well and was rated as an outstanding employee of the month.

2. Work plans for next year

In the past year, I have become more mature, the quality and level of service have been greatly improved, and I have been enthusiastic about serving guests. I am also more confident, my work confidence has greatly increased, and I am full of confidence in my future work. In general, I have been able to fulfill my duties this year, abide by the rules and regulations of the unit, reassure the leaders, and satisfy the guests. However, I also have some bad things that need to be corrected, such as worrying about things and worrying about trivial matters with my colleagues. Disputes arise, there is inertia at work, lack of enthusiasm for work, and inactivity. In the new year, I must resolutely overcome these bad work styles, take advantage of last year's style, strictly restrain myself, seriously study the skills in work service, improve my own service level, start from small things, and achieve high standards. The starting point and high requirements are to satisfy every guest, and together with other hotel colleagues, we will provide every guest with a comfortable, peaceful and warm home.

3. Recommendations and opinions on hotels

In this era of information network, those who are informed survive. However, the collection and utilization of information by hotels are far from enough. The frog in the well will always only understand that one piece of the sky. Only by going out can we know that there is a better world and a better world. We hope that hotels will organize their employees to go out to learn the advanced service and management levels in the industry, so as to improve the hotel's own competitiveness. At the same time, we also hope that hotel leaders will pay more attention to employees' work and daily life and think more about employees. Organizing more cultural and sports activities not only allows employees to exercise physically but also enriches their spare time life. Enable every employee to devote themselves to the work of the hotel with a full spirit every day and make their own contribution to the prosperity of the hotel. Hotel Attendant Year-end Summary Essay 5

Time flies, and in the cycle of day and night, the new year is coming again. There will be a new beginning in ordinary work. Summarizing every bit of work in the past year, there are always some merits and demerits that are unforgettable. There is always something unsatisfactory in work or life. I try my best, but sometimes I don’t get recognition. In this upcoming year, let me use my strengths, make the good ones better, and work hard to improve the shortcomings. Allow yourself to face a new beginning with the fullest spirit.

To sum up the past year, I have been working hard to cope with my responsibilities. Treat every guest with a smile, so that they feel like a spring breeze and at home when they come to the hotel. The front desk of the hotel is an important department of the hotel. In my work, I try my best to do a good job in communication and coordination between departments. Ensure that guests who stay can have a safe stay. Obey the instructions of the leader, unite with colleagues, treat others politely, obey the assignments, and do their best to do their job.

In the new year, I will continue to create value for the hotel in my ordinary work.