20 19 personal annual work summary of hotel waiters

With everyone's efforts, the work of the hotel has been completed. Therefore, we have accumulated work experience while increasing team cohesion, and it is time to sum up our annual work. The following is my "20 19 Hotel Waiter's Personal Annual Work Summary" for your reference only. Welcome to reading.

20 19 annual work summary of hotel waiters (1) As a service staff, you will also encounter some setbacks and helplessness. Some people will think that a small logistics staff is insignificant, and some people will think that my career is low and disrespectful, but what I want to say is: All roads lead to Rome, I am happy to serve others, and I am happy to work here! I can be proud of this collective work. I think my career is like a watch. An hour hand that rotates on the surface can bring you time and joy, while the tiny part that rotates inside is hard to see, but it is essential. Here I studied and advocated how to do good service. The following is a summary of my work.

First, smile service and skill mastery.

In the daily operation of the hotel, every employee is required to treat the guests with a sincere smile, not influenced by time, place, mood and other factors, nor restricted by conditions. Smile is the most vivid, concise and direct welcome word. Employees are required to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their own business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If you want to be proficient in business, have a good training class, constantly sum up experience in actual operation, learn from each other's strong points, and be proficient in many things and provide handy service, which plays an important role in improving the service quality and work efficiency of KTV, reducing costs and enhancing competitiveness.

Second, be prepared and pay attention to customers.

That is, be ready to serve the guests at any time. In other words, it is not enough to have a sense of service, but also to be prepared in advance. Preparation includes mental preparation and behavior preparation, which should be done well in advance. For example, before the arrival of the guests, make all preparations and be in a state of being ready to serve the guests without worrying.

Is to treat every guest as "God" and not neglect the guests. Employees sometimes tend to ignore this link and even have negative service. This is caused by superficial phenomenon. When employees see them dressed casually, their consumption is low and they feel no style. In real life, the richer people are, the more casual they are about their clothes, which is their confidence; And clothes don't represent wealth at all. In this link, we must not judge a person by his appearance, but ignore the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that "guests are our parents".

Third, create an atmosphere and serve sincerely.

Mainly in the service, we are good at observing, guessing the guest's psychology, predicting the guest's needs, and providing services in time. Even before the guest makes a request, we can do it for the guest and make the guest feel more cordial. This is what we call higher consciousness. To create a warm atmosphere for the guests, the key lies in emphasizing the environmental layout and friendly attitude before service, mastering the guests' hobbies and characteristics, creating a "home" feeling for the guests, and making them feel that staying in the hotel is just like returning home.

Hospitality is the virtue of the Chinese nation. When guests leave, employees should sincerely invite them to come again through appropriate language in order to impress them deeply. Nowadays, the competition is service competition, and the quality competition, especially in the hotel industry, is particularly fierce. The importance of service is self-evident. We use all kinds of high-quality services to form our own service advantages, in order to create higher customer satisfaction in the fierce market competition and make the hotel invincible! Every profession needs to stress team spirit, and it is the same in xx. When business is busy, colleagues can understand each other, and Qi Xin can share the troubles. Usually, there are also difficult customers. If a person is in trouble, other colleagues will go up in time to mediate the dispute, so that the situation is no longer bad. Everyone has a clear division of labor and works actively, which truly achieves the effect of one hero and three gangs in action.

Of course, there is no end to learning, and what we have learned must be applied to our future work. I hope leaders can work harder, colleagues can learn from each other, improve service efficiency in our future work, and strive to become an excellent service personnel. Let customers feel unusual happiness in the "Silver Capital Hotel World".

20 19 summary of hotel waiter's annual work (2) as an ordinary catering waiter working in a hotel, my job is very simple, that is, take good care of the guests, and most people can do it well. I'm not smart, just do well in my post, and I know I'm not strong, so I've been thinking that only by making continuous efforts can I get better results. The main work of the year-end work of the Food and Beverage Department is summarized as follows:

First, do a good job in safety and fire prevention

Set up a leading group for safety and fire prevention, define the person in charge of safety and fire prevention in each department, conscientiously implement the policy of safety first and prevention first, formulate a safety and fire prevention system, improve safety and fire prevention measures, equip each floor with gas masks, organize employees to watch fire prevention videos, and conduct practical training on fire prevention equipment. The production department regularly cleans the oil fume pipeline and maintains all kinds of equipment. Jelly Department regularly checks the integrity of gas stoves and takes effective measures to ensure the normal development of all work and property safety of the food and beverage department. There was no fire accident this year.

Second, improve the management mechanism.

The quality management team composed of the leaders of the catering department and the managers of all departments has fully played its role throughout the year. The team has both division of labor and cooperation. The management system is implemented from top to bottom, and the first level is responsible for the first level. The management benefits are rewarded and punished, which improves the overall quality of leaders and makes the management work go smoothly. Improve the meeting system of the food and beverage department. The meeting includes year-end summary meeting, quarterly summary meeting, monthly business analysis meeting, weekly meeting, daily summary meeting, after-work meeting, financial supervision and inspection meeting, health and safety inspection report meeting, etc. Due to the improvement of the system, the quality of the meeting was improved and the instructions of the superiors were implemented in time. Strengthen the coordination relationship. The hotel has a fine division of labor and many links. The completion of a job depends on the coordination and cooperation between various departments. At the weekly meeting, it was repeatedly emphasized that when there were problems, all departments should not blame each other and pass the buck. They should dare to admit their mistakes, find out each other's advantages and do a good job of coordination. This year, some disjointed and uncoordinated phenomena that existed in the past have been greatly reduced.

Third, all public relations, strive for more repeat customers.

The leaders of the catering department regard public relations as an important task, and they often instill public relations awareness and knowledge at meetings. When the sales department is busy, enrich the floor to communicate with customers and order food, and solicit their valuable opinions in different forms. Through everyone's efforts, the overall public relations level of the catering department has improved this year, and the number of repeat customers has increased compared with previous years. Improve the hardware supporting facilities according to the standards, beautify the environment, stabilize tourists and improve the business atmosphere. Due to the perfect service facilities, it has attracted many repeat customers.

Fourth, enhance employees' welfare awareness.

Strengthen cost control and save expenses. Food and beverage department leaders often emphasize the importance of cost control and cost saving, enhance employees' awareness of interests and ask employees to take action. This year, all employees have developed the good habit of saving, and switch the water switch, oil switch, gas switch and electric switch reasonably, and stop the waste in time when it is found. In addition, the leaders of the food and beverage department and the manager of the supply department regularly conduct market surveys to grasp the market price dynamics and adjust the purchase price of raw materials in time. Strict labor and employment system, catering department recruits new employees, qualified, merit-based, unqualified, will be rejected, without mercy, to ensure the quality of recruitment. Due to the strict employment, the quality of employees is high and the efficiency is greatly improved.

For this goal, I will work hard. But what I have to do now is to do my job well, and I believe I will do better next year!

20 19 personal annual work summary of hotel waiters (3) 20 19 is about to pass, which is a busy year and a brilliant year. With the care and support of superior leaders, under the correct leadership of manager xx, and through the concerted efforts and hard work of all staff Qi Xin, the hotel has made great achievements. The occupancy rate has always remained above 90%, and the hotel's performance has hit record highs. As an employee of the hotel, I have achieved good results through my own efforts, and I have been rated as an excellent employee for many times and rewarded by the hotel. The following is a summary of my work.

First, respect the leadership and obey the command.

In the usual work, deeply understand the intention of the leader, accept the leader, obey the arrangement, do it according to the requirements of the leader, do not shirk, do not be clever, have no complaints at work, and work hard. Praise and reward for leaders can be treated correctly, without arrogance or rashness; Those who can correct the deficiencies pointed out by the leaders in their work in time will not give up. Being able to complete the tasks assigned by the leaders is often praised by the hotel and housekeeping managers.

Second, obey the rules and discipline, and do a good job in service

Abide by the rules and regulations formulated by the hotel, don't be late, don't leave early, go to work on time, handle the relationship between family and work, have no leave record all year round, and go to work on time. Do a good job of service in strict accordance with the workflow and leadership requirements, and keep the room clean, spotless and tidy. When serving guests, we can use civilized language correctly, be careful, enthusiastic and patient, try our best to meet the requirements put forward by the guests, and explain them clearly for the guests to gain their understanding. Check with the guests in time when the hotel items are found damaged during the rounds. When compensation is needed, clarify the facts and reasons to satisfy the guests.

Third, unite and cooperate, regardless of gains and losses.

Get along with hotel staff, do a good job of unity, help each other and care about colleagues. At work, I can help other colleagues in time after my work is completed, and I am not afraid of hardship and fatigue, and I am on call and careless. When there is misunderstanding with colleagues, we should focus on work, communicate well, eliminate misunderstanding and do a good job together. Ask colleagues about deficiency and cold in daily life. When they are ill, we can call the hospital to visit them in time. When our colleagues have something at home, we should pay attention to helping them in time to enhance our friendship and promote our work.

Fourth, learn with an open mind and strive to improve.

Although I have been doing room service for 78 years, I always pay attention to the basic skills and safety training organized by the hotel and take the initiative in action. Do it with your ears, eyes, mouth, heart and hands. Take notes when studying, listen carefully, ask questions if you don't understand, and study in time when you get home to deepen your impression. In the work, try to ponder carefully and use it correctly. If you don't understand or won't, please consult more leading colleagues, find out, leave no blind spots, and let your service level and personal quality go to a new level.

The shortcomings and problems of verbs (the abbreviation of verb)

Sometimes work enthusiasm is not high, not very active, and there is a phenomenon of procrastination. Sometimes there are many check-outs, the time is tight, the room is not cleaned carefully, and there are still omissions. When making rounds, there are a lot of materials, and sometimes people forget to register, causing losses to individuals and units. The service level needs to be improved. Civilized and polite language is used less, with blunt attitude and lack of initiative.

In the new year, with the care and support of superior leaders and under the correct leadership of manager xx, I will conscientiously do my job, strive to improve the service level, unite my colleagues, be proactive, obey orders, serve and study, and work together with all hotel staff to make the hotel prosperous, advance by leaps and bounds and create new achievements in the new year.

20 19 summary of hotel waiters' annual work (4) 20 19 came. Under the leadership and support of the leaders, our hotel has comprehensively interpreted the three themes of "safety, operation and service" in the past year, and the annual revenue and profit targets have been successfully completed. As we bid farewell to the old year and welcome the new year, we should review and summarize the work, achievements, experience and shortcomings of the past year, foster strengths and avoid weaknesses, and strive for better results in the new year. The following is a summary of my work.

First, scientific decision-making, the cooperation of Qi Xin and the annual performance of the hotel.

According to the development trend of the hotel, the leading group of the hotel has formulated the annual work plan and put forward the overall working ideas to guide all the work. The overall thinking determines scientific decision-making and guides the development of all work throughout the year. Chairman personally united all the staff, and Qi Xin worked together to make necessary contributions to income generation, profit creation, excellence creation and stability creation, and achieved satisfactory results.

Operating income. By adjusting sales staff, broadening sales channels and introducing relevant business measures, the operating income has been increased. The room occupancy rate and average house price are higher than in previous years. Management creates profits. By paying close attention to management, digging deep into potential, reducing expenditure, rationally employing workers, advocating economy, and strictly controlling labor costs, energy costs, material consumption, procurement warehouse management, etc.

Excellent service. By introducing brand management, we will strengthen the training of "gfd, Smile Greeting" in the basic code of conduct for employees, strengthen the on-site supervision and quality inspection of managers, gradually improve the window image of reception departments and posts, and continuously improve the quality service level of employees. In addition, in terms of reception service, sales, front office, guest room and other departments were all dispatched, and Qi Xin made concerted efforts to make us successfully complete each reception and commendation task. "Security creates stability. By making "security plan" and other security plans, daily fire prevention and theft prevention can be realized and accidents can be prevented. With the cooperation of relevant departments, group prevention and control ensure the safety and stability of daily work.

Second, keep pace with the times, promote development and make architecture stand out.

Combined with the actual situation of hotel operation, management and service, keep pace with the times, improve quality and change ideas. Surviving in the wave of market competition makes the hotel highlight gratifying changes. It mainly shows that the mental state of all employees is upward at the moment. Hotels often hold conferences and small meetings, repeatedly emphasizing that management has a sense of urgency, self-motivation, and cultivate "spirit". Hotel management service is not high-tech, and there is no profound knowledge. The key is people's subjective initiative, people's mental state, loyalty and dedication to hotels, and understanding and application of the true meaning of management and service.

Third, the existing problems

The overall quality of employees is not high, and personality is the lack of professional management talents, which leads to loopholes in management, low service quality, weak service awareness and complaints from guests. Insufficient marketing efforts, lack of marketing awareness, single marketing means and small fixed customer base. The implementation of rules and regulations is not firm enough, and it is arbitrary and takes care of face. If we can't really reward the diligent and punish the lazy, there is still a phenomenon of doing well and doing badly. The management mechanism needs to be further improved. Management expenses and non-operating expenses are still high, and there is still room for reducing costs. Need to further strengthen cost accounting, saving expenses and increasing efficiency. The above problems are mainly caused by the lack of hotel experience, unskilled business technology and lagging management. In the new year, it is necessary to change ideas, intensify efforts, overcome existing problems and make hotel work to a new level.

Fourth, the main work for next year

Strengthen management in an all-round way, continue to improve various rules and regulations and work processes according to the standards of star-rated hotels, and gradually establish a reward and punishment incentive management mechanism with "system management" and "salary increase" as the main data. Intensify training, and take the way of going out and inviting in to retrain on-the-job employees. Individual middle-level backbones should also have planned overseas training and study. At the same time, it is necessary to hold large-scale on-the-job training, conduct monthly and quarterly examinations, set a role model through competitions, consolidate business skills and improve service quality.

Accurately locate, change ideas and increase marketing efforts. Make marketing plans according to different seasons. Pay attention to stabilizing old customers and developing new customers. Re-integrate the marketing team and establish a large marketing network with professional marketing personnel as the mainstay and mobilizing all staff to carry out marketing. And establish a corresponding reward mechanism to maximize the mobilization of everyone's work intentions. Pay attention to strengthening the maintenance of facilities and equipment; Do a good job in fire prevention, theft prevention, food poisoning prevention and vehicle accident prevention; Give full play to the role of the hotel and mobilize the work intention of every employee to the maximum extent.