Three personal work summaries for hotel and catering employees

Article 1

It’s the end of the year, and all walks of life are making year-end summaries, and the hotel service industry is no exception. I will now summarize my work as a hotel waiter as follows:

< p> Here I learned and advocated how to provide high-quality service and master the seven elements:

1. Smile. In the daily operation of the hotel, every employee is required to treat guests with sincerity. A smile should not be affected by factors such as time, place, emotion, etc., nor be restricted by conditions. A smile is the most vivid, concise and direct welcome word.

2. Proficiency requires employees to They must be proficient in every aspect of their work and strive to be as perfect as possible. Employees should be familiar with their business work and various systems, and improve their service skills and techniques. A journey of a thousand miles begins with a single step. If you want to make yourself Be proficient in business, take good training courses, and constantly sum up experience in actual operations, learn from each other's strengths, and be multi-talented, so that you can serve with ease. This will help improve KTV's service quality and work efficiency, reduce costs, and enhance competitiveness. All play an important role.

3. Preparation means being ready to serve guests at any time. In other words, service awareness alone is not enough, there must be preparation in advance. Preparation includes mental preparation and behavioral preparation. As a preparation, make all preparations in advance before the guests arrive, so that you can serve them at any time without being in a hurry.

4. Pay attention to We treat every guest as God and do not neglect them. Employees sometimes tend to ignore this link and even produce negative service phenomena. This is caused by superficial phenomena such as employees seeing them dressed casually, spending less money, and feeling that they have no style. .In real life, people who are richer are often more casual about what they wear. This is because they are confident; and clothes cannot represent wealth at all. In this aspect, we must not judge people by their appearance and ignore subtle services. , we must pay attention to and treat every guest well, so that they are willing to consume. We should remember that guests are our food and clothing parents.

5. Delicacy is mainly reflected in the good observation, understanding of guest psychology, and prediction in service. When guests need it, we provide services in a timely manner, and we can do it for them even before they ask for it, making them feel more cordial. This is what we call advanced awareness.

6. Create for guests The key to creating a warm atmosphere is to emphasize the environment layout before service, friendly attitude, etc., understand the guests' hobbies and characteristics, create a home feeling for the guests, and make the guests feel that staying in the hotel is like returning home. 7. Sincerity and enthusiasm Hospitality is a virtue of the Chinese nation. When a guest leaves, employees should sincerely invite the guest to come again from the heart and through appropriate language to leave a deep impression on the guest. Today's competition is the competition of service and quality. , especially in the hotel industry. The importance of service is self-evident. We use various high-quality services to form our own service advantages in order to create higher guest satisfaction in the fierce market competition and make the hotel stand out. Be invincible! Every profession requires team spirit, and it is the same in Happy Di. When the business is busy, colleagues can understand each other and share the troubles they encounter. Usually, we also encounter more tricky customers. If there is a problem, other colleagues will go up in time to mediate the dispute so that the situation is no longer bad. Each employee has a clear division of labor and is active in work, truly achieving the effect of three gangs of heroes in action.

Usually, I will also chat with customers to learn about their favorite songs and recommend new songs so that customers will return with satisfaction. In this way, there will be a few more repeat customers, allowing customers to recommend their friends and increase the consumption rate. Afterwards, I will also make some summaries, so that over time, Make my service more acceptable and liked by customers.

As a service staff, I will also encounter some setbacks and helplessness. Some people will think that a small logistics staff is insignificant. Some people think that my profession 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 am happy to work for this collective. Proud. I think my career is like a watch. The rotating hour hand on the surface can bring time and joy to everyone, while the tiny rotating parts inside are difficult for everyone to see, but they are indispensable. < /p>

Of course there is no end to learning, and what you learn must be applied in future work. I hope leaders can

With more supervision, colleagues can learn from each other, improve service efficiency in future work, and strive to be an excellent service staff. Let customers feel extraordinary happiness in Yindu Hotel World.

Chapter 2

The joyful songs and laughter along the way, the ups and downs along the way bid farewell to 20XX and ushered in the promising year of 2012. Looking back on the three months since I came to the hotel , novelty and joy coexist, touching and gratitude coexist, three months, although the time is short, but for me the harvest is fruitful. Every day here, every thing I experience, every person I come into contact with, The value of this process is no less valuable than the more than ten years of study in school, so I am grateful to Mr. Li for giving me this rare learning opportunity and meticulous guidance, to Manager Wang for his meticulous care, and to all the people in the General Department The members’ cooperation at work and care in life are summarized as follows:

1. Work aspects

During this period, I learned about the hotel’s guidelines, In terms of layout and construction, department division, job allocation, personnel positioning and other natural situations, 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. Although it is very tiring to be responsible for collecting meal tickets every day It is trivial, but it can reflect the strictness and advanced nature 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 even more important, whether it is a guest room The hygienic condition of the hotel, or the grooming of the catering waiters 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 big gain. The blackboard newspaper is our The hotel's internal publicity window not only improved my writing level but also enhanced my language expression ability through publishing newspapers. During the evaluation period, thanks to Mr. Li's trust, I compiled two evaluation materials with the help of Manager Wang. I deeply felt Recognizing my lack of language skills and logical thinking, working on the frontline service is the most rewarding place. Although it is hard and stressful, I have learned to tidy the room, turn down the bed, and how to arrange things in a beautiful way. With experts, The welcome was sent to the school to learn about the preferences of the experts and provide timely feedback for better service. On December 8, when the evaluation work was about to end, it happened that the supply and demand meeting for college students from the three northeastern provinces was held in Harbin, which is very important for our graduates. It’s the most important thing. I 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, so I don’t Participating in the job fair, I am not talking about how great I am, but I am moved by such a united, dedicated and pragmatic group. Dedication is selfless, so it is warm, and passion is fiery, so it shines. This is The wealth of the enterprise and the growing capital!

2. Learning experience

As a business place under a public institution, the International Hotel has its unique advantages, from management system to development The scale has become the leader in the same industry, and the overall quality of employees has also been influenced in the specific atmosphere of the university. They can be far-sighted, develop external markets while considering the interests of employees, and be aware of the general situation and consider the overall situation. concept, although this is a new enterprise, it is also a vital and creative enterprise. 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 definitely be contradictory problems. As long as we find a way to solve the problem, we Competition is also the 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 transform from market-oriented to people-oriented management mechanisms. Get closer together and create a brand enterprise with Jiada characteristics.

How much high spirits, how much smugness, how much youthfulness, how much joy and laughter all come to an end in yesterday’s diary, but the coming year will take today as a starting point, new goals and new challenges. , there should be new improvements. In the new 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 good luck in their work journey. Keep moving forward bravely, and everything will be smooth sailing on the track of life. I wish all colleagues to continue to write new glories in life in the new year!

Part 3

As an ordinary catering person working in a hotel Waiter, my job is very simple, which is to take good care of the guests. Most people can do it well. I can't be said to be smart, I just have to do well in my position. I also know that my ability is not strong, so I have been thinking that only by continuous efforts can I achieve better results.

This year, due to the impact of the national economic climate and the continued deepening of anti-corruption activities, the catering industry environment is quite severe. How to operate well? Under the correct leadership of the hotel, the catering department will fully implement the hotel operation contracting plan , focusing on economic construction, strengthening management, and being consistent from top to bottom, the catering department has made steady progress and achieved good economic and social benefits despite the sluggish catering industry and heavy contracting tasks. The year-end work of the catering department is now mainly The work is summarized as follows:

1. Completion of various economic indicators:

The annual operating income was _____ yuan, an increase of _____ yuan compared with last year’s _____ yuan. , growth rate __%, operating cost _____ yuan, an increase of _____ yuan compared with _____ yuan in the same period last year, an increase rate of __%, comprehensive gross profit margin __%, an increase from __% last year (or decreased) __%, operating expenses were _____ yuan, an increase (or decrease) of _____ yuan compared with _____ yuan in the same period last year, an increase (or decrease) rate of __%, and the actual completion of the task throughout the year ____ _ yuan, exceeding the target by _____ yuan (the annual task quota is 3.8 million yuan).

(Year-end summary of the Catering Department)

2. Existing problems:

1. The quality of the products is sometimes not stable enough and the food is served slowly.

2. The service quality of the restaurant is not high enough.

3. The anti-theft work is still relatively poor, and theft occurs.

3. Ideas for next year:

1. Improve the quality of products and create ten signature dishes.

2. Do a good job in the management of Friendship* and Thousand-year-old Turtle Hot Pot City.

3. Strengthen standardized management and improve the overall management level and service quality of the enterprise.

4. Open catering chain branches.

IV. The main tasks completed this year:

(1) Pay attention to food hygiene and do a good job in safety and fire prevention.

1. Pay attention to food hygiene, improve the responsibility system for various food hygiene positions, set up a health inspection team, clarify the health responsible persons of each sub-department, formulate a system of daily inspections, weekly evaluations, and monthly summaries, and carry out In the mobile red flag competition, sub-departments with good hygiene will be rewarded, and sub-departments with poor hygiene will be deducted accordingly. Due to the efforts of all employees, no poisoning accidents caused by food spoilage were found throughout the year, and the hotel successfully passed the hotel's annual review and national inspection by the provincial and municipal tourism bureaus.

2. Do a good job in safety and fire prevention work, establish a safety and fire prevention leading group, appoint the responsible persons for safety and fire prevention in each branch, conscientiously implement the policy of safety first and prevention first, formulate safety and fire prevention systems, and improve safety and fire prevention Measures include equipping each floor with gas masks, organizing employees to watch fire prevention videos, and conducting practical training on fire prevention equipment. The production department regularly cleans the oil fume pipes and performs maintenance work on various equipment. The Food and Beverage Department regularly checks the integrity of gas stoves, and through effective measures, ensures the normal development of various tasks in the Food and Beverage Department and the safety of property. No fire accidents have occurred so far this year.

(2) Implement the hotel operation contracting plan, improve the incentive distribution system, and mobilize the enthusiasm of employees. This year, the Food and Beverage Department has a quota of 3.8 million yuan to hand over to the hotel, an increase of 600,000 yuan from last year's 3.2 million yuan, with an increase rate of 19%.

In order to better complete the task, the leaders of the catering department formulated an internal business plan and a benefit wage distribution plan. According to differences in departments, positions, technologies, skills, labor intensity, etc., the economic indicators were broken down into various sub-departments, and each sub-department was approved. The department's turnover, output, expenses, and gross profit margin are calculated monthly, excess commissions, and energy-saving bonuses fully reflect the principle of linking tasks with efficiency and wages, allowing them to give full play to their respective advantages and find ways to do a good job in business. Mobilized employees' initiative. This year’s per capita monthly income is ____ yuan, an increase of ___ yuan compared with ____ yuan in the same period last year, with a growth rate of __%.

(3) Carry out standardized management. Strengthen coordination relationships and improve comprehensive reception capabilities.

1. Improve the management structure. The quality management team composed of leaders of the catering department and sub-department managers has fully played its role throughout the year. The team divides labor and collaborates, and implements management from top to bottom. The system makes one level responsible for the other, implements rewards and penalties for management efficiency, improves the overall quality of leadership, and makes management work go smoothly.

2. Improve the meeting system of the catering department. Meetings include year-end summary meetings, quarterly summary meetings, monthly business analysis meetings, weekly meetings, daily review meetings, before and after work meetings, financial supervision and inspection meetings, health and safety inspection reporting meetings, etc. Due to the improvement of the system, the quality of meetings has improved Improved, superior instructions are implemented in a timely manner.

3. Establish a product evaluation and supply supervision system. In order to minimize the reduction of the estimated varieties, coordinate various sub-departments to do a good job in product supply, check the estimated product supply situation every morning, afternoon and evening, set up a special book record of the varieties that have been assessed in the market, and go to the relevant sub-departments for verification at the same time Verify and ask for managers' signatures to clarify responsibilities. After the establishment of the system, the phenomenon of five or six dishes per city has become a thing of the past, and now the product supply situation has normalized.

4. Strengthen coordination relationships. The hotel has a detailed division of labor and many links. The completion of a job depends on the coordination and cooperation between various departments. It is repeatedly emphasized at the weekly meetings that when problems arise, departments must not blame each other or shirk each other, but must dare to admit mistakes and discover more. Taking advantage of each other's strengths and improving coordination, this year has greatly reduced some of the disjointed and uncoordinated phenomena that existed in the past.

5. Improve comprehensive reception capabilities. This year, we will fully focus on service standards and product quality, so that our reception capacity will be greatly improved. While doing a good job in hosting various club banquets, cocktail parties, wedding banquets, buffets, and conference meals, we also do a good job in hosting various types of banquets for senior leaders and major companies and hotels, such as receiving presidents, heads of state, and prime ministers of many foreign countries. and diplomatic missions, domestic central ministerial-level leaders, provincial governors, commanders, military commanders, mayors and other leaders; on March 18, the evening market received units’ banquets, wedding banquets and other dining orders for ***165 seats, creating a record of 165 seats since its opening. A record for the total number of seats ordered in Leiri; on the evening of September 29, a wedding banquet of 75 seats was held, setting a record for the total number of seats for a pure wedding banquet in history. Due to the beautiful environment, reasonable prices, delicious taste and first-class service, guests are happy and satisfied.

(4) Expand operations, develop income-increasing channels, and expand operating income. This year, when the catering industry is in recession and business is difficult to do, the leaders of the catering department often conduct market surveys, do business analysis, continue to explore, boldly try, make wise decisions, and follow their own business path. First, six business projects will be opened throughout the year: buffet Chinese food, buffet hot pot, all-you-can-eat seafood, Friendship*, Thousand-year-old Turtle Hot Pot City, and restaurant chain stores (under preparation). Second, carry out joint venture activities. The catering department, the guest room department, the sauna center, and the tea house cooperate with each other to jointly promote operations. For example, guests can enjoy a 15% discount with their accommodation card, and the sauna center food delivery business is provided to the tea house. Provide fragrant tea and snacks. Third, we carry out eight promotional activities throughout the year, offering California sea bass at one yuan each, free minimum consumption for VIP rooms, and special dishes for 15 yuan each. Quality service month activities, civility and politeness month activities, promotion and prize-winning activities, etc. Fourth, the sales department and production department regularly launch new dishes and order 18 items every month based on market consumption needs. Throughout the year, more than 200 new dishes including thousand-year-old turtle soup were launched, and the operating income increased by more than 1 million yuan. Through a series of business activities, the hotel increased its popularity and achieved good economic and social benefits.

(5) All staff engage in public relations to strive for more repeat customers. The leaders of the catering department regard public relations as an important task and often instill public relations awareness and knowledge in meetings of all sizes.

When the market is busy, sales department staff go to the floor to communicate with customers, order dishes, and solicit their valuable opinions in different ways. During holidays, call the relevant households to greet them, and send gifts such as Mid-Autumn moon cakes, wall calendars, and New Year cards. Through everyone's efforts, the overall public relations level of the catering department has improved this year, and repeat customers have increased compared with previous years.

(6) In accordance with standards, the hardware supporting facilities are improved, the environment is beautified, the customer base is stabilized, and the business atmosphere is improved. The total investment in facilities increased by more than 3 million yuan throughout the year, mainly including: the renovation of the east hall on the second floor, the decoration of the south and north halls on the second floor, the decoration of the corridors and restrooms on the fifth floor, the opening of Friendship*, and the equipment of the thousand-year-old turtle hotpot city Purchase, etc., due to the perfect supporting facilities, it has attracted many repeat customers.

(7) Enhance employees’ efficiency awareness, strengthen cost control, and save expenses. The leaders of the catering department often emphasize the importance of cost control and cost saving, which enhances employees' awareness of benefits and requires employees to take action. At the same time, improve relevant systems, clarify responsibilities, and strengthen control in accordance with the system. Throughout the year, the "Expenses and Expenditure Regulations", "Raw Material Receipt, Payment and Deposit System", "Loophole Plugging System", "Rational Use System of Raw Materials", "Office Supplies Receipt System", "Item Subscription System", and "Financial Review Audit System", "Cashier Management System", etc. This year, all employees have developed good habits of saving, opening and closing water, oil, gas and electric switches in a reasonable manner, and stopping waste in a timely manner if waste is discovered. In addition, the leaders of the catering department and the manager of the supply department conduct regular market surveys to understand market price trends and adjust the purchase price of raw materials in a timely manner. The thousand-year-old turtle soup launched in October was originally purchased as a complete set of semi-finished products. In order to reduce costs, it was later replaced by purchasing and cooking the turtle soup itself. It lasted for nearly two months, saving more than 30,000 yuan in costs.

(8) Do a good job in political and ideological work and promote the improvement of economic benefits. The catering department gives full play to the role of party organizations and trade union organizations, cares for employees, stimulates emotions and enhances cohesion.

1. Organize employees to participate in the 1997 Yangcheng Excellent Chef and Excellent Waiter Technical Competition, hotel track and field games, calligraphy competitions, skills competitions, chess competitions, table tennis competitions, etc. Participate in hotel donation activities for poverty alleviation, learning the Three Character Classic, and learning 50 English sentences. We have achieved good results in various competitions, including six gold medals and three silver medals in the hotel's track and field games.

2. Throughout the year, the department held 9 cultural and entertainment activities such as Civilization and Politeness Month skills and knowledge competitions, dances, karaoke, etc., 1 spring outing, 13 study tours, and 5 symposiums of various types. Women There were 2 meetings, 6 home visits, and 20 patient visits. Through various activities, employees have formed a strong group that loves the hotel and is united and hardworking. The employees have good ideological and moral character and have made 8 outstanding achievements in making money throughout the year. The employee team is stable and the turnover is small. The average monthly turnover this year is about 5 people.

(9) Improve the labor employment system and training system to improve the quality of employees.

1. Strict labor and employment system. The catering department recruits new employees. Those who meet the conditions will be selected on the basis of merit. Those who do not meet the conditions will be rejected without mercy. To ensure the quality of recruitment. At the same time, superior leaders went deep among employees to discover talents and constantly enriched the team. Through repeated inspections, 6 directors and 8 foremen were promoted throughout the year. For employees who violate hotel regulations, education is the main focus. Those who refuse to change despite repeated admonitions will be punished and dismissed. 11 employees were punished throughout the year. Due to the strictness of labor and employment, the quality of employees is high and work efficiency is greatly improved.

2. Improve the training system. In order to achieve the expected results of the training, the leaders of the catering department first clarified the guiding ideology that the training should be purposeful, practical and timely. Secondly, a training group was established, and thirdly, a training plan was formulated to combine theory with practice and conduct training in phases and in batches with the old bringing in the new. For example, management training, safety and health training once a month; promotion training, service knowledge, service skills training twice a week, etc. Fourthly, regular assessments are conducted, and more than 200 trainings are conducted throughout the year on sales manuals, service knowledge, skills, customer service standards, hotel management knowledge, product quality, sales promotion business knowledge, 50 sentences in English, polite language, safety and health knowledge, etc. .

I may not always work as a waiter in the future, because my husband has ambitions all over the world, and the future of being a catering waiter is not very clear. I can only continue to struggle and work hard on my own. A sky of your own.

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 in the next year!