5. Summary report on hotel work at the end of 2022.

202 1 year-end hotel work summary report 1

In a blink of an eye, a year passed in the enthusiastic work of the employees. As a superviso

5. Summary report on hotel work at the end of 2022.

202 1 year-end hotel work summary report 1

In a blink of an eye, a year passed in the enthusiastic work of the employees. As a supervisor, I have worked for a year and accumulated a lot of experience. In the past year, I have encountered both good things and mistakes. Faced with so much, I have more experience. Can constantly update and improve the management, so that the hotel continues to rise on the basis! Keep the hotel moving forward.

As a supervisor, I manage many employees in the hotel. Employees are the foundation of the hotel and one of the core of the hotel. As a supervisor, I must do my job well, manage my employees well and improve them constantly! In this way, the service of the hotel can be continuously improved! To this end, I will summarize my work this year as follows:

I. Personal situation

During this year, I not only finished my basic work, but also studied service management with other hotels. Facing the shortage of our hotel service, I actively try to find ways to improve it, and I try my best to maintain the quality service of the hotel.

I am very strict with my staff, but I am more strict with the foreman and myself! As a manager, you must do your own management well before you can manage your employees well. This is what I always insist on.

In a year's time, apart from work, I have been constantly learning and improving, so that I have more reserves in theory and more ways to deal with management work. At work, I often personally go to various positions to inspect and patrol, and point out the shortcomings on the spot! But for the excellent places, I will praise them at the morning meeting the next day.

Second, the work situation

In this year's work, the employees are very active. Every morning meeting, I will analyze the work of employees according to the information I collected. I will actively praise outstanding employees, and also actively apply for employee incentive policies, which will improve the welfare of outstanding employees. Coupled with daily mobilization, the enthusiasm of employees is getting higher every day!

However, we are a hotel, and it is one thing for employees to be responsible, and the quality of service is another matter. In January this year, I applied for the training of a service staff. Especially for receptionists such as the front desk, we have made strict requirements, improved the personal ability of employees and improved the service level of the hotel.

Third, shortcomings

This year, the biggest problem should be training. Due to the different learning abilities of hotel staff, the service situation is occasionally uneven. In this regard, I have strengthened management and raised the required benchmark. However, it is inevitable to continuously improve the level of hotel staff afterwards, and I must find ways to avoid such a situation.

Fourth, summary.

The year's work is over, but my work is not over yet. In the future work, I will continue to improve myself, whether it is to improve management or the level of the hotel!

202 1 year-end hotel work summary report 2

Time flies, and the year is coming to an end. Looking back on the hotel management in this year, it is inseparable that the hotel has achieved such good results in this year. Now I will make a summary of this year's work.

First, improve the service level.

In the past year, the service level of the hotel has been improved. In the first half of the year, I conducted a service etiquette training for hotel staff. At the same time, after the training, I also checked to ensure the effectiveness of the training, so that employees can form the etiquette habit of service. In this way, even without supervision, employees will consciously do a good job in etiquette in the future. In this year, in addition to training and supervision, improving service level is also my main job. I often tell employees some etiquette knowledge and the necessity of etiquette, so that they can understand that working in a hotel, the service of the hotel is very important, and we should leave a good impression on the guests, so that our hotel stay will be better.

Second, improve sales skills.

The hotel serves the guests. At the same time, if the hotel wants to do well, it must also sell the room. For everyone who comes to our hotel for consultation, we hope to keep them and let them stay in our hotel. Only by increasing the occupancy rate can our hotel operate better. In order to improve the occupancy rate, I also trained our sales and front desk staff in sales skills, so that they can know more sales skills and understand the psychology of guests, which can better retain guests. This year, compared with last year, the performance of our hotel has improved and sales have been better.

Third, improve the sanitary environment.

Retaining guests requires not only sales skills, but also a good sanitary environment in our hotel to make guests feel satisfied and comfortable. So in this year's management, I also focused on the sanitary environment of our hotel. Whether it is the sanitary environment of the guest room or the environment between the corridors, it should be done well to make the guests feel satisfied and comfortable. In the process of management, I will also find old employees to share some experiences.

I have done a good job in management this year, but there are still some things I haven't done well, such as the management of employees is sometimes too strict and the communication with employees needs to be strengthened. We need to know more about their ideas, not just to do things for the ultimate goal, but to be more humane. At the same time, my management knowledge is still lacking, and I am not doing so well. In the future work, I also need to strengthen my study, make my management better, improve the performance of our hotel and manage the hotel well.

202 1 Hotel annual work summary Report 3

The front desk service represents the image of our hotel. In this year, we also dutifully serve our customers, gain their affirmation and do a good job. At the same time, it also makes me feel that it is not so easy to be a front desk manager, but I also do my job dutifully and let myself grow. I'm here to sort out my work and sum up my work this year.

The service work at the front desk is also my main focus. I also came out of the work at the front desk, so I am familiar with how to carry out this work. As a manager, I also lead my colleagues to do their duty to serve customers. At ordinary times, we should also train them more, reflect on the problems encountered in our work, and communicate with them every day to find out what problems have appeared in our work and what can be improved. Serving customers well and getting customers' affirmation is also what our front desk should do well, and it is also our responsibility. We should think more and optimize our work, so that our service will be recognized by customers at the first time, so that no matter what the situation, we can handle it better and bring more repeat customers to the hotel. I also manage my work well. I know that this work can't be done by one person, but depends on everyone's efforts. As a leader, I will deal with any problems of my colleagues in time. Some colleagues are in a hurry, and I will also cover the shift.

Have a better understanding of process optimization at work and their own services. I didn't think much about' the position at the front desk' before. After all, the work is very busy, and now it will be busier, but the responsibilities on my shoulders are heavier. I am more concerned about whether our service will continue to improve, just to make the front desk service customers of the hotel more satisfied. Anyway, the attitude of this service is also the customer's choice of the hotel. Of course, there are some aspects that are not in place. I don't have enough experience as a manager, sometimes I am impatient in management, or my experience is not so mature, but I still need to improve and think hard in the future.

One year's service work is coming to an end. As a manager, seeing the progress of myself and my colleagues, I know that I have more confidence in my work in the coming year, and the external environment is getting better and better, which is better for the management of our hotel. I also want to better lead my colleagues to do the front desk work. At the same time, we should actively improve our management experience, learn more and do more, and serve better.

202 1 Hotel annual work summary Report 4

The past 20-2000 was a full, busy and happy year. In the coming 20 years, looking back on my days in the hotel, I have been able to stand on my own feet from the hotel reception work with a little knowledge. In addition to your own efforts and dedication, you can't do without the training brought by the hotel and the help of the hotel and department leaders and colleagues. I sincerely thank the department leaders and colleagues who have helped me.

After recruitment in 20-2000, I entered the hotel, because the hotel was still in the trial operation period and there were not many employees. Therefore, after the basic induction training of the personnel department, I began to work with the old employees while receiving the training of department leaders. Because I had a few months' experience in the front desk before, I learned well, and soon I could basically work independently and officially became the front desk receptionist of the hotel. In retrospect, 20-2000 was mainly a year when I learned and accepted the basic business knowledge of the front desk. 20- After working in the hotel for one year, my working ability has been greatly improved, and it has also been affirmed by our front office manager and promoted to senior receptionist. In this regard, I also summed up my work for one year:

First, courtesy, etiquette

How to keep smiling, how to greet guests, how to provide services for guests, and the language to be used in services. I still remember when I first came to the hotel, because of my personality, I didn't take the initiative to greet the guests and didn't smile much, which affected the feelings of some guests staying in the hotel and was criticized by the leaders. Later, under the guidance of the front desk manager and the assistant manager of the lobby, I also asked the old employees who were often praised by the guests for their experience and skills, improved their service attitude and language ability, kept smiling, and warmly received the guests with my best side, which brought them a good impression afterwards and was praised by some guests and awesome cards.

Second, the front desk business knowledge training, mainly the daily workflow.

The daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, check and check of pick-up information, check and check of orders, room arrangement, handover work during handover, etc. Every time I come to take over, the department leader will give us a regular meeting to convey the sign-in information and precautions of the day, and I will actively listen to and record important things. I have a little habit when I am on duty. When I encounter something that needs to be handed over, I will record it in detail in the shift book and leave a reminder record in the system to avoid causing trouble to the guests and colleagues who take over. Generally, the long shifts written in the shift book are left by themselves. Although sometimes it will be very troublesome, it will be very reassuring.

Third, understand and master the promotion contents of various departments of the hotel, and update their understanding of the hotel in order to better serve the guests.

Because our hotel is also a newly opened hotel, the marketing department will launch many promotional activities and cooperate with many internet vendors to carry out promotional activities. This requires the cooperation of the front desk and familiarity with the latest promotion information of the hotel, including package content, price and conditions. Therefore, during the recent promotion, our front desk staff will try to write down all kinds of promotion information so as to give customers and telephone guests satisfactory answers when they ask questions. In 2000, hotel rooms also began to open. When guests check in, we will take the initiative to ask the guests, introduce the advantages of the room to each guest in detail, and carry out publicity. Fortunately, our efforts have been recognized by the guests, won the praise of many repeat customers and online reservations, and the popularity of the hotel is constantly improving, known by more guests and even recommended by them.

Fourth, focus on the overall situation.

I still remember that in March this year, due to the shortage of staff due to the flow of front desk staff, each employee needed to change to 12 hour shift, but in order to cooperate with the hotel's work, he persisted. During the break, the hotel will temporarily increase the check-in, and I will also take the initiative to ask for overtime, or come to work immediately after receiving the phone call from the hotel. During the holidays, I also go to work normally. I still remember last year's Lunar New Year's Eve, I worked the night shift in the hotel, envious of other people's family reunion, but I still had to stick to my post for work, and so did the Mid-Autumn Festival.

Enhance the sense of responsibility and self-confidence, and actively participate in hotel vocational training.

Usually at work, as an old employee, when the manager, supervisor or first mate is temporarily absent, he will take the initiative to get to know the guests, communicate with them, solve the problems as soon as possible and make them satisfied. From 20 to 2008, I signed up for the hotel English training organized by the hotel, and learned a lot of professional hotel English knowledge, which was also well received by the training teachers and managers. In the second half of the year, due to the resignation of the front desk supervisor, some work originally assigned to her was also taken over by her, mainly personal and team issues to be settled. So in her usual work, she will take the initiative to contact the sales and finance department to see what accounts can be settled in time to avoid unclear accumulation of accounts. At the same time, at the end of each month, she will take the initiative to check the team vacation rooms and individual vacation rooms to be settled, and organize them into forms and submit them to the finance department to facilitate the credit meeting at the beginning of next month.

20- I spent another busy and happy year in the hotel. I am very happy to be the front desk of the hotel. I am very grateful to the hotel leaders and department managers for their guidance and the help of my colleagues, which has made me make great progress and exercise. I hope I can continue to contribute my strength, strengthen my study, work hard and get more affirmation in the future.

202 1 Hotel annual work summary Report 5

I am the general manager of a hotel. Under the leadership of the chairman of the board, I led all the staff of the hotel to complete all the management indicators set by the head office, which improved the service quality, management level and economic benefits of the hotel. The work of 20 years is summarized as follows.

First of all, establish the hotel's business plan, development plan and business policy.

-Since the opening of the hotel, due to various factors, the operation situation is not optimistic. At present, it is basically determined that the hotel will take Chinese food, western food and guest rooms as the core, supplemented by clubs, swimming pools and other supporting facilities, strengthen marketing, refine services and improve products, so as to improve the overall profitability of the hotel as the basic business policy of the hotel. Free swimming activities have been added for staying guests, and a preferential activity of giving a swimming ticket to a business room with a total of five rooms every month has been launched to encourage business companies to book and promote the newly opened swimming pool. Send breakfast to individual customers and businesses, and lower weekend prices to travel agencies to attract customers. Guide the formulation and planning of holiday activities to achieve the peak of income generation.

Second, preside over the formulation and improvement of hotel rules and regulations.

In order to gradually integrate the daily operation of the hotel into a planned, guided, tracked and summarized work management system, effectively combine the planned work with emergency work, and establish clear work objectives, all departments are required to establish a planned work system, and plan and implement all the work according to the planned steps through monthly summary and planning. Establish a monthly work report system, and evaluate the heads of various departments through the completion of the work.

At the beginning of the establishment of the hotel, various systems were not perfect, and the perfection of the system and the establishment of various working procedures had to be completed gradually after a long period of practice. Therefore, the establishment of the system is also a long-term and complicated work. Now this part of the work has been basically completed, and the hotel's post procedures and processes have also been formulated. The standardization and institutionalization of hotel management is the foundation of hotel development. Since the beginning of the year, the hotel management has defined the overall norms and standards of the hotel, and has successively issued relevant procedural and standardized management documents.

Three, responsible for the training and use of middle and above managers.

Middle-level managers are the backbone of the hotel. Cultivating one's own outstanding talents requires a harmonious working environment, affirmation of outstanding talents' ability and respect for their personality. At present, the hotel adopts the principle of selecting talents according to their abilities, so that sages are in front, capable people are in the middle and wise people are around, giving full play to the subjective initiative of talents, and strengthening supervision, restraint and management in a responsible attitude towards subordinates. Training is of great significance for hotels to adapt to changes in the environment, meet the needs of market competition, meet the needs of employees' own development and improve the efficiency of hotels. Training can improve the skills and comprehensive quality of employees, thus improving the quality and efficiency of employees' work, reducing mistakes, reducing costs and improving customer satisfaction; Employees can understand and master their work at a higher level and enhance their work confidence.

Fourth, improve the working and living conditions of employees.

Staff quarters should be adjusted in time. At present, employees only need to walk for ten minutes to and from work, which is not limited by the shuttle bus time. The rest of employees has been fully guaranteed and fully affirmed by employees. Staff dining is also a prominent problem. Originally contracted to a restaurant, in order to pursue profit, most of the food provided by the restaurant to employees is leftover food in the sales area, which is not only bad in taste, but even spoiled food. Employees generally report that they don't have enough to eat, and their work mood is affected, which is also one of the reasons for the high turnover rate of employees. In order to change this situation, hotel leaders decided to open their own staff meals in the office area after discussion. Since the beginning of the meal, the food has been well received by the staff because of its cleanliness and delicious taste.

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