Personal year-end work summary of outstanding hotel employees

Time flies, and it’s the end of the year again. The work for the next year will soon begin. I must have a lot of feelings. Have you finished writing your work summary? The following is what I wrote for you. The "Personal Year-end Work Summary of Outstanding Hotel Employees" compiled by us is for reference only. You are welcome to read this article. Personal year-end work summary of outstanding hotel employees (1)

One year. It's not long, it's not long, it's not short. It has been a year since I came to the hotel to work as customer service. Looking back at my student spirit when I first entered the hotel, and then look at my mature appearance now, this is my growth as a customer service person in the hotel. It is the invisible growth that has been transformed into visible growth through the action of time. . I am happy with my growth this year. While I am happy, I also want to seriously summarize the work of the past year, so that I can better understand the past and move towards the future better.

1. Monitoring and statistical work of hotel and branch room status

This work is the most basic work of hotel customer service. It monitors the room status of each branch in real time. If any unknown information is found, Reasons and other abnormalities must be reported to the superior department in a timely manner, and the cause shall be determined in the shortest time and maintenance personnel shall be notified for door-to-door service; the usage status of various rooms shall be counted every day and reported to the superior department for review in a timely manner.

2. Accept customer complaints and consultations, and classify and organize them

Patiently accept complaints calls and visits from customers, and record the complaint information in detail. A follow-up response to customer complaints, providing customers with answers to their inquiries. Collect and organize all customer complaints in detail, whether they are on the Internet, or when customers call or come to the door, especially those that have risen to the level of complaints, so that these opinions can be referred to when working in the hotel. Come and make progress little by little.

3. Telephone orders and third-party order entry and management

The work of hotel customer service needs to be extremely careful. There will be customer feedback after the customer stays in the hotel, and also before staying in the hotel. There will be customer order entry and management work. Our hotel adopts three booking methods: in-store booking, telephone booking and third-party online booking. As a hotel customer service, you need to enter these orders into the system in detail. Especially the huge number of third-party online bookings that every hotel customer service must face and deal with. I entered and managed these one by one last year to ensure that the hotel's service work can be better. outstanding.

4. Compile customer opinion analysis reports to provide data support for operational services

During my year as a hotel customer service, I also need to compile and issue an accurate customer opinion analysis report. , to ensure that sufficient data support can be provided for the hotel's operational services. I will compile such a customer opinion analysis report every month and give it to the hotel marketing department for understanding. I have done a good job in this work, and it has also brought more customers to the hotel to a certain extent. help. Personal year-end work summary of outstanding hotel employees (2)

I have been working in this hotel for x years without knowing it. From the beginning of getting to know the front desk to now being independent, I believe that there is In addition to my own dedication and hard work, I also received the training that I received from leaving the hotel, as well as the support from older employees and leaders. I have learned a lot in half a year. The well-known business motto in the service industry, "The customer is always right," has been taken to the extreme here.

In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements to the maximum extent as long as they do not violate the law or violate ethics. Therefore, employees will be instilled in the induction training: "The customer is never wrong, it is only us" and "Only sincere service can bring smiles to the guests." I have always believed that the customer is God, and I have always tried my best to provide the best service possible.

The work of the hotel front desk is mainly divided into reception, room sales, check-in registration, check-out and fee settlement. Of course, this also includes answering guests' questions, helping guests handle service requests, telephone transfer and other services. At the front desk of the hotel, the working shifts are divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and sell, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly. In the past six months, I have mainly done the following work:

1. Strengthen business training and improve their own quality. The front office department is the face of the hotel

Every employee must directly face the guests. , the work attitude and service quality of employees reflect the service level and management level of a hotel, so employee training is the focus of our hotel's work. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, so that I can better provide customers with high-quality services.

2. Strengthen my sales awareness and sales skills, and increase the occupancy rate

The front office department actively promotes the sales of individual rooms according to market conditions. This year, the hotel has launched a series of In addition to the hotel's preferential policies, the receptionist flexibly grasped the room price according to the market conditions and the occupancy situation of the day. The number of individual guests at the front desk has increased significantly, and the occupancy rate has improved. The receptionist emphasized: "As long as you come to the front desk "Guests, we must try our best to make guests stay" and strive for more occupancy rates.

3. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. 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.

4. Consider how to make up for the mistakes made by colleagues and departments

Ensure that guests check out in a timely manner and satisfy the guests. The front desk cashier is the last department that guests come into contact with before leaving the hotel, so they usually complain to us about various hotel services during checkout, and these problems are not caused by the cashier. At this time, it is most taboo to blame or blame the department that caused the difficulty. Or an individual, the most undesirable thing is to "hang up the matter if it has nothing to do with it". Not only can it not make up for the fault, but it will make the guests doubt the management of the entire hotel, thereby deepening the guests' distrust. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thus changing the initial bad impression and even establishing a close and trusting customer-self relationship. Although a sword is sharp, it cannot be sharpened until it is sharpened." "Study diligently and you will not know enough."

Only by learning can we continuously sharpen a person's character, improve moral cultivation, and improve service skills. Let us take a vigorous step and continue to Only by moving forward can we reach a sky where we can spread our wings and fly high! Mingya brothers and sisters, work hard for our tomorrow! Personal year-end work summary of outstanding hotel employees (3)

In During this period of working in the housekeeping department, I learned a lot and learned more about the work of housekeeping. Now I will summarize my work during this period.

1. Room Cleaning

In terms of room cleaning, I always follow the work instructions given to us by the hotel. When I first enter the room, I check the room first and carefully look at the needs. What are the key points to clean? Then open the curtains and open the windows for ventilation. Then replace the toiletries and the like. First put away the towels and the like, replace them with new ones, clean up all the garbage, and then Replace with new garbage bags, remove the sheets and duvet covers, replace them with new ones, and make the bed. The next step is to do a good job of cleaning and vacuuming. After all the cleaning steps are completed, I also need to check whether there is anything missing or not, and whether there are any missing facilities in the room that need to be added.

After this period of work, cleaning a room is not a simple matter and requires many steps. However, from the beginning, I needed help from my colleagues, but now I can complete it independently. , although it is very tiring, but I also know that in the service industry, if you need to do it well, you must be careful and patient in every step, so that new guests can walk into the room, see a clean environment, and live comfortably, which is also good for me. An affirmation of work.

2. Cleaning of the hotel

In addition to the cleaning of the guest rooms, the cleaning of the stairwells and corridors is also what I need to do. The environment here is simple compared to the rooms. Some, but to do it well, it also needs to be done very carefully, especially the corridors of our hotel are carpeted, and vacuuming and cleaning work need to be done well, especially when guests are not careful sometimes. If you spill drinks on the carpet, you need to deal with it promptly to avoid waiting until it dries before cleaning, which will be even more troublesome. At the same time, I also worked like dust removal on corridor decorations and watering green plants. Under the leadership of my colleagues, I learned that watering green plants does not need to be done every day. Some plants have different water requirements. It’s not that big, so just keep records and determine the watering time. Some plants that require a lot of water need to be watered every day, or the water needs to be replaced.

Although the cleaning work is very tiring and hard, I have also learned a lot. In the future, if I do the hygiene at home by myself, I will have a lot of tips that I can use. It will no longer be the same as before. , I only know simple things like sweeping and mopping the floor, but I don’t understand some cleaning tips. But after taking this job, I have learned many tips.

However, although I have learned a lot, I also found that I need to pay attention to some methods of doing things and the sequence of steps at work. Sometimes I am too busy at work and I tend to make mistakes while busy. This aspect needs to be continuously optimized and improved in future work.

Personal year-end work summary of outstanding hotel employees (4)

Time flies, the joyful songs and laughter along the way, and the ups and downs along the way bid farewell to 20xx and ushered in the promising 20xx. Looking back at the time when I came to the hotel In these x months, novelty and joy coexist, and touching and gratitude coexist. Although x months are short, the harvest for me is fruitful. Every day here, every thing I experience, every contact I have As a person, the value of this process is no less than the value of my more than ten years of study in school, so I thank x for always giving me this rare learning opportunity and meticulous guidance, and thank manager x for his meticulous care. Thanks to all members of the General Department for their cooperation in work and care in life. The specific work is summarized as follows:

1. Work

During this period, I got to know the hotel Guidelines, layout construction, department divisions, work assignments, personnel positioning and other natural conditions, the General Department performs office functions and is an important department that connects leaders and employees. I am honored to be a member of this small group and responsible for collecting data every day. Although meal tickets are trivial, they can reflect the strictness and advancement of our hotel's management. Quality inspection is a must for any enterprise and is an important security department. As a service industry, quality inspection is a top priority. , whether it is the hygiene of the guest rooms or the appearance of the catering waiters, they all affect the operation and development of our hotel. From the beginning, I only knew that I now have a pair of insightful eyes. This is a progress for me and a great gain. , the blackboard newspaper is the window for internal publicity of our hotel. By publishing the newspaper, I not only improved my writing level but also enhanced my language expression ability. During the evaluation period, I received the trust of General Manager X and compiled two evaluation materials with the help of Manager X. I deeply feel that my language skills and logical thinking are lacking. Working on the front line is the most rewarding place. Although it is hard and stressful, I have learned how to tidy the room, turn down the bed, and how to arrange things in a beautiful way. Knowledge, and the welcome of experts, we learned about the preferences of experts and timely feedback of information for better service. When the evaluation work was about to end, it happened that the supply and demand meeting of xx college students was held in xx on x, x, which is very important for This is the most important thing for us graduates. We have made preparations a long time ago, but the floor attendants are really busy. I was touched when I saw them forgetting food and sleep and working overtime. Although I am a student, I am also a hotel employee. In this way, I did not participate in the job fair. I am not talking about how great I am, but I was moved by such a united, dedicated and pragmatic group. The dedication is selfless, so it is warm, and the passion is fiery, so it shines. , this is the wealth and growing capital of the enterprise!

2. Learning experience

As a business place under a public institution, the International Hotel has its unique advantages, from management to From the system to the scale of development, it has become the best in the same industry. The overall quality of employees has also been influenced in the specific atmosphere of the university. Leaders can be far-sighted, develop external markets while considering the interests of employees, and be knowledgeable and general. , The concept of taking the overall situation into consideration, although this is an emerging enterprise, it is also an enterprise with vitality and creativity. Every day here, I can see hope.

However, the development of things has two sides. As an emerging enterprise, under the impact of the wave of market competition, it will definitely show its weak side, and there will also be contradictory problems. As long as we find a way to solve the problem, we Competition is also the biggest driving force for the development of enterprises. The key is to master the skills of competition to avoid competition, enhance the awareness of innovation, have the courage to break traditional concepts, business concepts, and management innovation, and gradually change from market-oriented to people-oriented management. Mechanisms are closely aligned to create a brand enterprise with Jiada characteristics.

How much high spirits, how much smugness, how much youth and frivolity, how much joy and laughter are all drawn to an end in yesterday’s diary, but the future takes today as a starting point, new goals and new challenges, it should be There are new improvements. In the new half year, we will continue to work hard, report frequently, study frequently, and summarize frequently. Finally, I wish our hotel will gallop forward in the clear and clear sky. I wish all managers to move forward bravely in the journey of work and have a happy life. All goes well on the runway, and I wish all colleagues to continue to write new glories in life in the new year! Personal year-end work summary of outstanding hotel employees (5)

In the busy work, I unknowingly worked in the sales department After working for more than a year, looking back on the work history of this year, I have achieved certain results in my work as a hotel salesperson, and basically completed the tasks assigned by the hotel, but there are also many problems.

When I first arrived in the sales department, I was not very proficient in sales and was unfamiliar with the new environment and new things. With the help of the hotel and department and group leaders, I quickly learned about the nature of hotel sales and its sales market. As a member of the sales department, I deeply feel that I have important responsibilities. As the face of the hotel, The window of the hotel, your words and deeds also represent the image of the hotel, so you must improve your own quality, demand yourself to high standards, and strengthen your professional knowledge and skills on the basis of high quality.

In addition, we must have a broad understanding of the dynamics of the entire sales market and be at the forefront of the market. After these six months of training, we will strive to become a qualified salesperson as soon as possible, and strive to do our best. Your job.

In order to better complete the hotel's marketing work and achieve a win-win situation, we are especially summarizing the sales work of this half year from four aspects:

1. Cooperation of various hotel departments

I have been working in a hotel for more than a year. In the past, I was in the front office, and my contact surface may not be as extensive as it is now. It was just friction, coordination and cooperation between teams. In the same department, the same leader came forward That would be easier to solve, but things are different now. Now we have to coordinate with each department ourselves. If we can't coordinate, we go back to the leaders and team leaders, because they are both in the sales department and they also have endless messes and chores to clean up.

Therefore, as long as there are customers involved in the business scope or the scope of the work, they must be solved only by their own personal feelings and personal strength.

2. Hotel management and promotion of new products

The so-called marketing is the leader of the hotel. Since it is the leader, the hotel’s various new promotions must first let the hotel leaders and relevant department leaders know and be familiar with it. outside. It also needs to be recognized and understood by the sales staff. I'm not talking about literal explanations, but substantive ones.

For example, when launching new products and new dishes, you can provide one or two full copies of the sample essay to the sales department for taste testing. This will not only facilitate the sales staff to introduce new products and new dishes, but also allow more people to make valuable suggestions for the new products. opinions. As the saying goes, one Zhuge Liang is no match for three cobblers.

The above is my summary of my work in the hotel over the past year. The new year is coming. In the new year, I will work harder to do a good job! Personal year-end work summary of outstanding hotel employees (6)

The tense and busy 20xx is about to pass, and we will also welcome 20xx with a new look and attitude. Looking back on the year I have spent with hotel ***, I have gained a lot and experienced a lot. No matter which position I am in, I will do my duty, abide by my duties, and adhere to my principles. I believe that ordinary positions can also lead to extraordinary careers, and it is also a kind of experience for me, so my hard work and dedication have been affirmed. I would like to take this opportunity to thank the hotel leaders for trusting me and giving me the opportunity to serve as the head of the housekeeping department. Although it is stressful, it is full of motivation. In order to carry out the work better next year, we will now summarize the work of this year and plan the work for next year.

The time I was transferred to guest room work was not too long. Because I started from scratch, I didn’t make much achievements in my work.

First, work strictly in accordance with various work instructions issued by superior leaders, and secondly, learn and sum up experience in actual work.

1. Hygiene; strictly implement the ward rounds system and record the inspection results. Ensure guest room hygiene comes first.

2. Facilities and equipment; check guest room guest equipment and contact the engineering department in time if any problems are found.

3. Item management and cost control; control materials and recycle items, and strengthen employees’ awareness of conservation.

4. Personnel management; adhere to principles and act impartially; care for employees and treat them as family and friends.

Next year’s work plan:

1. Cooperate with superior leaders to complete various work indicators and do a good job in management.

2. Strengthen employees’ service skills and awareness through training. Improve employee productivity.

3. Increase the quality inspection of guest rooms to ensure that there are no problems with hygiene and service.

4. Strengthen linen management, count the numbers every month, be aware of the situation, and deal with problems in a timely manner.

5. Use your free time to study hard and master room service skills and business knowledge.

The above is my work summary and plan. Specific work must be implemented in actual work. You can't just follow the rules step by step. If you want to win steadily, you have to keep learning and innovating.