Summary of Hotel Manager's Work in the First Half of the Year

Model essay on hotel manager's work summary in the first half of the year (3 general remarks)

The summary of the work in the first half of the year is a practical writing and a rational reflection on the work done. Below I collected a summary essay of the hotel manager's work in the first half of the year, hoping to help you!

Summary of the work of the hotel manager in the first half of the year: with the guidance and help of the manager and manager Lai, the housekeeping department of Fan xx Hotel has completed all the work since the first half of the year, and made some progress, but there are still some shortcomings:

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1. culture

1. Complete the study and assessment of two SOP processes every month, organize employees to carry out training in a unified way, and each team leader will strengthen the assessment of team employees, thus enhancing employees' business skills and improving their quality and professionalism.

2. The Group has made a training schedule according to the requirements of the department, arranged employees to study according to the progress of the schedule, and then conducted assessment by the team.

3. Conduct case training early every day to improve employees' ability to solve and deal with problems. Analyze vivid cases of posts to avoid the recurrence of such cases and improve service quality.

4. According to the shortcomings found in the work, arrange special training. The foreman should organize employees to conduct on-site training and guidance for the irregular placement of items found in unannounced visits; In view of the present situation that there are many items left behind for a period of time, the staff are arranged to carry out ward round training to guide the staff to find blind spots that are easy to ignore in ward round.

5. The cross-training of room service and switchboard personnel has been carried out in batches since April. Through the cross-learning between the employees of the two positions, the professional level and comprehensive quality have been improved, and they are also familiar with the workflow and operational skills of each position, which is convenient for the smooth merger of the two positions in the next stage.

Second, management.

1. Since the first half of the year, the occupancy rate has been high, especially in March and April, the position has overcome the serious shortage of personnel, and all overseas students have worked overtime to help each other and completed the cleaning and customer service work. The lack of principals leads to a large area in charge, which affects the quality of control. Since April, floors 7-9 have been assigned to Colin Company to assist in inspection and control, which has reduced the workload of principals, and the sanitary quality and personalized service have been stable since the cooperation.

3. Make a special health plan to supplement the room sanitary corner. In view of the decline in health quality since the first half of the year and the lack of personnel to carry out various health plans, the post has formulated a special health plan, requiring each employee to complete the special plan while completing his own workload. Although there was some resistance at first, through continuous publicity, it was finally understood by all the staff.

4. The sales awareness of the post has been continuously enhanced. During the period of1-May, the post workers completed the contribution of room and meal, exceeding the assessment index of the department. The sales awareness of grass-roots employees has made great progress.

5. The arrangement, innovation and implementation of normalized personality cases have made personalized services constantly innovative and follow-up, which has won unanimous praise from guests. For long-term guests and VIP guests, special shampoo and bath are provided, special mouse pads are added, and plastic wrap is provided on each floor to facilitate employees to provide personalized services for guests, and special small gifts (Wang Zi steamed buns) are provided for guests on holidays. Through our continuous efforts, personalized service has become the biggest highlight and advantage of housekeeping department.

Three. reception service

1. Successfully completed the reception work of each Golden Week, all posts cooperated closely, followed up as planned, and all assessment indicators were completed, basically achieving "0" complaints about service quality and "0" occurrence of safety accidents, and accumulated some reception experience in the Golden Week;

Since the opening of Fuxia EMU, it has brought us a large number of passengers. Through a period of reception work, this position combed and formulated the summary and ideas of EMU customer reception work, which provided guidance for the next stage of work;

3. Effective follow-up of government butler service. Since the first half of the year, the station has sent a number of butlers to follow up VIP guests and groups, which has gained a good reputation. While doing a good job of reception, the butlers actively promoted the sales products such as room delivery in the hotel, which increased their income; At the same time, actively assist the hotel conference housekeeper to do the work of conference assistant housekeeper and complete the conference reception of each batch.

4. The post should do a good job in advance for different reception work, basically form a convention and achieve good results;

5. Innovate the layout of honeymoon rooms and increase the selling points of hotel products.

Hotel manager's work summary in the first half of the year: Fan Marketing Department achieved sales of 2,865,438+0,000 yuan in the first half of the year, exceeding the target of 465,438+0,000 yuan set by the general manager, which is inseparable from the correct leadership of the general manager, the enthusiastic support of all colleagues, the love of customers and their own efforts. The marketing work in the past six months is summarized as follows:

1. Through the service training for the front desk staff, the quality of all the front desk staff has been greatly improved. Some old guests, including Chinese Americans, come to the hotel every time. Their sincere service makes the guests feel the warmth like spring, makes them linger and makes them feel at home. In addition, coupled with flexible promotion methods, old customers can enjoy a certain number of days of free rooms, so that old customers can enjoy VIP-like treatment. Now the number of customers snowballs, bringing a group of stable customers to the hotel.

Secondly, through the assessment of the front desk business, the enthusiasm of employees has been greatly mobilized, and the monthly salary of employees is linked to my sales performance and service attitude. Through the implementation of measures such as assessment of people, sales and study abroad first, extra rewards, etc., every employee at the front desk can seriously receive every business in shifts, and any class will be extremely excited when the business is particularly good. With such enthusiastic working attitude, the turnover of individual customers received at the front desk in the first half of the year reached 2 1, 5 1, 654, 38+0, 36 yuan.

Third, by holding a heart-to-heart meeting with customers at the beginning of the year, we can have face-to-face communication with new and old customers, deepen each other's impression and lay the foundation for this year's business. In addition, through the promotion in Zhejiang and Shanghai at the end of February, the number of team rooms and conference rooms increased significantly in the first half of the year, and the room business was booming. In the first half of the year, there were 328 reception teams with a turnover of 65,865,438 yuan. And successfully hosted 16 meetings, with a turnover of 1 15224 yuan. Of course, these achievements can not be separated from the corresponding cooperation of various departments, but also from our serious and responsible work. Whenever a meeting or team guest comes into the store, we try our best to follow up carefully and flexibly, take the initiative to solicit guests' opinions, and give feedback to all departments in time to meet the needs of different guests as much as possible.

Fourth, encourage taxi drivers and scalpers in the station area to introduce more guests to the store, give corresponding rewards, greatly improve their enthusiasm and actively introduce more customers.

The sales of zongzi and salted eggs in Dragon Boat Festival are unprecedented. The Dragon Boat Festival is approaching, and all the staff in the marketing department carefully analyze the market and determine the units with better benefits such as schools, ministries and sub-bureaus. They are not afraid of the hot climate. Thanks to everyone's fighting spirit, the results were well reported, which greatly increased everyone's confidence and brought considerable economic benefits to the hotel.

To sum up, although some achievements have been made, there are still many shortcomings. In the second half of the year, our marketing work should open up new ideas, focus on opening up new situations, and pay attention to marketing planning. Every planning should be very meticulous and innovative in order to achieve more satisfactory results.

Summary of the hotel manager's work in the first half of the year: Fan Wensan graduated from school and worked in overseas Haixi Hotel. From the room attendant to the front desk attendant, and then to the assistant manager in the lobby, I learned a lot of knowledge that is not available in books. The following is a summary of my work in the first half of 2008:

As the window of the hotel, the front desk is the first impression the hotel gives the guests. First of all, we should keep our best image, smile and be full of energy, and greet our guests with our best side, so that every guest can feel our sincerity and enthusiasm when entering the hotel.

Secondly, pay attention to the preferences of guests. When guests enter the hotel, we should take the initiative to say hello. When addressing guests, if they are regular customers, it is very important to say their names and positions accurately, so that guests will feel respected and valued. We also need to collect information such as guests' living habits and personal preferences, and try our best to satisfy the guests so that they can feel unexpected surprises every time they stay in the hotel.

Third, provide personalized services. When the guests go through the formalities, we can pay more attention to the guests and ask more questions. If we are foreign guests studying abroad, we can explain the local customs to them, take the initiative to introduce them to the locations of stations, shops and scenic spots, ask the guests if they are tired, and go through the formalities quickly. When guests check out, they need to wait for a few minutes for room inspection. Don't let the guests stand at this time, please sit down and wait, and take the initiative to ask the guests how they are staying, or what they think of the hotel, so as not to make them feel. Further communication can make guests feel warmer and eliminate all kinds of unpleasantness encountered by guests in the hotel.

Finally, smile service. In the process of communicating with guests, we should pay attention to etiquette and politeness. It's impolite to stare at a guest all the time when talking with him. We should keep eye contact with our guests from time to time. Listen to the guest's opinions, don't interrupt the guest's speech, and keep nodding your head during the listening to show your respect for the guest. Smile when facing guests, especially when guests criticize us. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, say hello when guests come, send a message when they leave, and apologize when they cause trouble. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, you should have some patience to explain to him. As long as we keep smiling, we will get unexpected results. In my opinion, only by paying attention to details, starting from small things and starting from bit by bit, will our work be even better.

At work, we will see all kinds of guests coming in and out every day, providing them with different services and solving all kinds of problems. Sometimes work is really tiring, but I feel full and happy. I'm glad that I can be a receptionist. I'm proud of my work. I sincerely love my post. In the future work, I will make a good personal work plan and strive to create my own glory here.

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