6 year-end personal work summary examples for hotel lobby managers

A work summary is an examination and analysis of previous work. How to write a good work summary? The following is the "6 Year-End Personal Work Summary Examples for Hotel Lobby Managers" compiled by me for you. , for reference only, everyone is welcome to read this article. Chapter 1: Hotel lobby manager’s year-end personal work summary

1. Maintain good guest relations and properly handle guest complaints

Respecting and respecting guests is not just a simple superficial courtesy. , it should be a kind of respect that comes from the heart, and actions are just its natural expression. Only in this way will we try our best to provide good service. Even some purely personal preferences or habits will not be used as long as they are detrimental to respecting the guests. Change it seriously. Only by doing this can you respect your guests naturally. Always maintain a humble attitude towards your guests, and you will win their respect.

Three concepts have been established in the work: 1. Customer concept: "Everything is focused on customers", which means serving customers well is the ultimate goal. ②Details concept: Details determine success or failure. In the final analysis, hotel service is detail service. If every work detail is done well, the hotel management system and service system will operate smoothly. ③Cultural concept: Let customers enjoy a high-quality, unique, and unforgettable consumption (staying, dining) experience, and let employees work and study in a harmonious and healthy corporate atmosphere. By properly handling guest complaints, on the one hand, we can find and correct our own problems to educate and train employees; on the other hand, we can improve our services to attract more repeat customers to the hotel. For example, customers such as Zhongneng International Company and Chinalco Company did not understand the hotel's service procedures and safety management regulations and complained many times. Now they have become loyal customers of our store.

2. Improve the internal management mechanism, coordinate and straighten out departmental relationships

The lobby manager tests the hotel's management system and operating procedures by discovering and solving service quality problems, It mainly plays two roles: ① Put forward rectification opinions and suggestions for the parts that are not conducive to the improvement or improvement of customer service; ② Put forward suggestions and suggestions for rectification of problems caused by the lack of responsibility and execution of various hotel departments. Penalty assessment.

In order to ensure the normal operation of the hotel service, the lobby manager carefully studies the operating procedures of each department. When problems arise in the work that needs to be coordinated between departments, the lobby manager must grasp the following premise: 1. Everything is based on guest satisfaction. Starting point; ② Everything is based on the interests of the hotel. For example, when the front office and housekeeping departments correctly operate the check-out and retention procedures, they do not fully understand this management policy and confuse it with the procedures for items left in guest rooms, resulting in errors in customer service. After being reminded by the store leader, the two departments learned the policies and procedures, and the lobby manager coordinated, the two departments reached a consensus and avoided similar problems. All departments in the hotel can focus on the overall situation and do their jobs conscientiously, which has promoted the improvement of the overall management level of the hotel.

3. Adhere to the implementation of the "Four-Star Standard" and earnestly carry out the "Six Inspections"

The lobby manager is responsible for the supervision and management of good service quality and the standards for measuring its good service quality. That is, the star rating standards set by the National Tourism Administration. The pass rate of star rating items for four-star hotels should be above x. In order to achieve this goal, the lobby manager should do a solid job in six inspections. Years of practice have proven that six inspections are an effective way to ensure service quality. The six inspections are: inspection of facilities and equipment in item 3, inspection of cleanliness and sanitation in item 4, inspection of service quality in item 5; inspection of training work, asset management inspection, and safety management inspection. The summary of the six inspections and the comparison with the previous year are detailed in the attached table.

4. Always pay attention to service quality, carefully inspect and strictly assess

As a hotel manager, you should "regard guests as God and quality as life". Only in this way can you survive. Only in this way can you survive. Only in this way can we develop. The lobby manager is in charge of the hotel's service quality management and assessment work. He is fully aware of the great responsibility and heavy burden.

Full of confidence to win and a high sense of responsibility and crisis, I devoted myself to my work and made my due contributions and sacrifices to the hotel, which included both pain and joy, joy and sorrow. It is the end of the year, and I am extremely pleased and excited to see that the annual operation and management tasks are about to be completed. Looking forward to the unpredictable market changes in the coming year, the tasks are still arduous and require redoubled efforts to complete. The service quality assessment work has achieved certain results. This is the result of the hotel leaders' correct decision-making throughout the region and the result of the joint efforts of all employees.

5. Be loyal, dedicated and conscientious to complete the tasks assigned by the leadership

As a professional hotel manager, you should have noble professional sentiments and a tenacious fighting spirit. I have benefited from the hotel for many years and my management level has been continuously improved. I should be dedicated to my job and do my job well. In recent years, I have modelly complied with various rules and regulations, conscientiously performed my management responsibilities, and strictly conducted quality assessments, which has been recognized by my leaders. While completing various indicators of hotel operation and management, complete other tasks assigned by leaders on time.

6. Find gaps, continuously improve, pioneer and innovate, pursue excellence

The shortcomings of lobby work and the directions that should be worked towards are: ① The learning of management knowledge needs to be strengthened. With the continuous development of the hotel industry, various management concepts and methods continue to emerge, as well as market changes and increasingly fierce competition, if you do not learn and improve, you will fall behind. ② Internal and external communication skills need to be improved. Service is also a skill. Communicating with guests requires respect and skills. The same applies to communicating with internal staff. You should learn the knowledge of psychological science and management science, and be good at observing and discovering the needs of guests in order to satisfy them. Punishment for employees who violate disciplines should follow the "Employee Handbook", adhere to principles, be fair and strict, and achieve the purpose of punishment. ③The service quality for foreign guests needs to be improved. The English conversation level is not high, which directly affects customer service. The lobby manager's foreign language level needs to be improved. Chapter 2: Sample essay on year-end personal work summary of hotel lobby manager

As a hotel lobby manager, I have the heaviest burden. I not only have to do a good job in any lobby of the hotel, but also do not have any bad debts. The development of the entire hotel has a lot to do with me. As a powerful person in the hotel, I have been paying attention to building a good relationship with every colleague and employee. I must be like this when I am a good leader.

Of course, the most important thing to pay attention to is the company's lobby issue. The lobby issue is the heart of the entire company everywhere and is the most important. No carelessness can occur. Once there is sloppiness, the company will only face bankruptcy. The importance of the lobby problem needs no elaboration.

I have been a lobby manager for several years, and the hotel has never had any lobby problems, so my job has always been relatively easy to do and I am very popular in the company. Because as long as there are no problems in the company's lobby and employees' wages can be paid in a timely manner, this is more important than saying 10,000 nice words. I have always adhered to this principle and have always done this, and I firmly believe that this is right.

Now comes my lobby plan for the year again. The lobby plan is particularly important for the hotel's one-year development. I can do it well every year, and this year is certainly no exception.

The lobby plan is the systematization and concreteness of the business goals determined by the lobby forecast. It is also the basis for controlling the lobby's revenue and expenditure activities and analyzing business results. The lobby planning work itself is to use scientific technical means and mathematical methods to comprehensively balance the goals, formulate major plan indicators, formulate production increase and conservation measures, and coordinate various plan indicators. It is a necessary link in implementing the hotel's goals and guarantee measures.

The lobby plan prepared by the hotel mainly includes: financing plan, fixed asset increase and decrease and depreciation plan, current assets and its turnover plan, cost and expense plan, profit and profit distribution plan, external investment plan, etc. Each plan is composed of many organizational indicators. The organizational plan indicators are the goals of various organizational activities during the planning period. In order to achieve these goals, the organizational plan must also list the main management measures to ensure the completion of the plan.

When preparing the lobby plan, you must do the following tasks.

(1) Analyze subjective and objective reasons, and comprehensively arrange plan indicators

Review the operating situation of the year, analyze the overall operating conditions and the current competitive situation, and other factors related to the determined business goals. Various factors, in accordance with the principle of the hotel's overall economic benefits, the main planning indicators are formulated.

(2) Coordinate human, material and financial resources to implement measures to increase production and save money

It is necessary to rationally arrange human, material and financial resources to adapt to the requirements of business objectives; balance financial resources On the other hand, it is necessary to organize the balance between the use of funds and the sources of funds, the balance between lobby expenses and lobby income, etc. We must also work hard to tap the hotel's internal potential, start from improving economic benefits, put forward requirements for the business activities of each department of the hotel, formulate measures to increase production and save for each department, and formulate and revise various quotas to ensure the implementation of planned indicators.

(3) Prepare planning forms and coordinate various plan indicators

With business objectives as the core and based on the average advanced quota, calculate the capital occupation, costs and expenses during the hotel planning period Profit and other planning indicators, prepare a lobby plan, and check and verify whether the relevant planning indicators are closely connected, coordinated and balanced.

This is my work plan for this year. I have made a good plan for the company's lobby. I believe that there will be no problems in the company's lobby this year. Under the premise of the financial crisis, the hotel business has also been greatly troubled. This requires every employee of the company to be serious and responsible and actively work hard to contribute to the company's survival.

To be honest, I am not fully qualified to be a hotel lobby manager based on my personal abilities. What I rely on is to work harder than others and get help from my colleagues and employees. This is The reason why I want to have a good relationship with my colleagues and employees. The stupid bird flies first, the early bird catches the worm. I did all this through hard work. Chapter 3: Hotel lobby manager’s year-end personal work summary sample

The hotel lobby is the first place that guests come into contact with when entering the hotel, and if the reception in the lobby is done well, only then can there be follow-up services, and at the same time, it can also provide It leaves a deep impression on the guests and allows them to recognize the hotel's services. As the lobby manager, I also summarize the work of the past few days.

In the short period of x months as the lobby manager, I was also worried that I could not do my job well. However, I was also familiar with how the lobby work was done before. It was just from doing things before to managing now. , I take the attitude of setting an example and treat it, whether it is the front desk or other staff, I have strict requirements, and I do well myself, set an example, and solve problems in a timely manner when I encounter them. I also have to meet some requirements and try my best to do all the work in the lobby. I know that the work in the lobby cannot be completed by one person, nor can I, the manager, just ask for it. It depends on everyone's efforts. Therefore, at work, I will often discuss with my colleagues how to do better, and also give some incentives, and understand their work situation, support and encourage those who do well, and encourage those who do well. If something is bad or not enough, I will discuss the reason with my colleagues and provide guidance. And I also know that everyone's ability is different. It is impossible to say that everyone can do the same, but you can also make up for it through hard work. .

In addition to work, I also study with my colleagues and have more discussions. I also use my time after get off work to read some management books. At the same time, I also go to some lobby work experience Teach your colleagues to do a better job, especially in the lobby. As long as everyone has more experience, is familiar with each other, cooperates with each other, and makes progress together, the harvest will be greater. , I also believe that through our own efforts, the service in our lobby will satisfy the guests, and judging from the feedback during this period, it is indeed the case. Compared with before, there has been some progress, and everyone has worked together It is not in vain, especially when receiving praise from guests, they are very happy. This must satisfy them more than me praising them.

Of course, I also see that I still have some things that I haven’t done enough, especially sometimes when I have a bad temper. Some things should have been done by my colleagues, but I saw that I did it myself. Although the results are good, they have not been exercised. At the same time, in terms of management, some aspects have not been done enough. We must continue to work hard and improve so that we can do better work in the lobby. Serve guests. Chapter 4: Sample essay on year-end personal work summary of hotel lobby manager

After passing the probation period, I have been able to adapt to the working environment of the hotel. This is undoubtedly good news for me who is still relatively junior. , after all, the hard work in the hotel during this period really cost me too much energy. In addition, the completion of the hotel work is not simple and natural, and it has to be taken seriously, so I attach great importance to my performance during the probation period and complete it. The work during this period will be summarized accordingly.

As the lobby manager, I am always stationed in the lobby area during the probation period. After all, only by handling this part of the work well can I accumulate corresponding experience. This is not a step for me. A small test for entering the workplace. Considering that I need to take into account the feelings of customers and the management of employees at work, I have to arrange the hotel staff in the lobby area to ensure that they perform their duties. During the working day, I I will also inspect various positions in the lobby to ensure that they can do their jobs seriously. In fact, this also makes me understand that doing my job well is a very important link in the development of the hotel, and I can be down-to-earth in my work in the hotel. This ensures that you will not make any mistakes with a steady style.

In order to improve service quality, I will also spend more energy on customer reception. After all, customers will have different opinions when they step into the hotel because of the environment in the lobby area, so I am arranging cleaning staff to clean. At the same time, I will personally participate in this aspect of the work, and create a good impression on the customers entering the lobby through the creation of a good environment. However, if you want to keep the lobby area tidy, you must clean it regularly, so I can regularly inspect the environmental sanitation, which is conducive to the development of hotel work. Being in such an environment can also make employees in the lobby area more motivated when working.

Pay more attention to the leadership's role in hotel work. Arranged and participated in corresponding training, mainly about marketing skills. Learning about my hotel business has improved my ability. Considering that the hotel lobby manager needs to often answer customers' doubts, it is natural to have a better understanding of business knowledge. In addition, I will also assist the front desk staff in business processing to accumulate experience in this area. It can be said that I am in the probation period and pay more attention to the accumulation of learning. Naturally, I can maintain a humble attitude at work, but when it comes to hotel work The challenges in the company should be dealt with more actively in order to be solved. However, through my performance during this period, I realized that I have a relatively lazy situation that needs to be solved.

For me, the completion of the probationary period does not mean that I can lower my requirements for hotel work. After all, I will face more difficult challenges after standing at the new starting line, and I will continue to strengthen my abilities. Until I can better complete the hotel work, it can be said that in the process of hotel development, I will also face difficulties and complete more important challenges. Part 5: Example of hotel lobby manager’s year-end personal work summary

1. Responsibility for hotel branding

The good development of the hotel must have excellent brand image, brand awareness and brand reputation . Use the power of the brand to expand the popularity of hotel companies, use the influence of the brand to occupy the customer source market, and use the intangible assets of the brand to obtain economic benefits. As a hotel general manager, constantly shaping and improving the brand image of the hotel you manage is a work responsibility that should be considered, promoted, and implemented. Hotel branding is a systematic and comprehensive engineering system.

2. Responsibility for hotel team culture construction

Hotel companies are also social systems with "institutional structure, economic structure, and cultural structure".

Improving the cultural connotation of the hotel is a job responsibility that everyone must do well. As the chief executive of a hotel, you must unite every employee with the same values. And inspire their service wisdom, innovation wisdom, and management wisdom to create a good working atmosphere for the company. The team they lead must have a clear cultural positioning, a strong corporate learning atmosphere, a strong innovative spirit, and a highly consistent goal spirit. It is also a team A team with strong combat effectiveness.

3. Responsibility for environmental protection

In the face of today’s global environmental deterioration, energy crisis, and rising energy prices. We should have the responsibilities and obligations to make our own contribution to protecting the environment, saving energy, and promoting the green and environmentally friendly hotel industry, and fulfill our social environmental protection responsibilities. We must have a high degree of social and environmental protection awareness, and do a good job in management to save every drop of water, one kilowatt hour of electricity, one square meter of gas, and one piece of paper. We should not only pursue the hotel's economic benefits, but ignore the hotel company's environmental protection responsibilities to society.

The improvement of economic benefits and the green environmental protection of hotels are complementary and not contradictory. In the daily operation of the hotel, we must control and save energy and material consumption such as water, electricity, and gas, and maintain and maintain the equipment to extend its service life. This not only saves the hotel a large amount of energy consumption and maintenance costs, but also saves society. energy. At the same time, using a large number of environmentally friendly equipment, environmentally friendly supplies, and green food in hotels can also win more customers and win a good social reputation.

4. Responsibility for hotel safety

Without safety, there will be no good economic benefits of the hotel, and without safety, it is impossible for the hotel to achieve sustainable development. Hotels where major safety accidents occur will, at the least, bring adverse social impact, damaged image, and reduced efficiency; at worst, they will cause huge property losses, casualties, legal liabilities, etc. Hotel safety work, as the general manager, in the daily operation and management work, a very important job responsibility is to do a good job in the safety work of the entire hotel, and do a good job in "fire prevention, theft prevention, food poisoning prevention, fraud prevention, robbery prevention, Prevent emergencies, engineering equipment accidents, employee work-related injuries, guest accidental injuries and other accidents. Safety is efficiency, and this should be a question that every employee of ours often thinks about. It is also our unshirkable social responsibility to hotel companies.

5. Responsibility for training hotel employees

There is a popular saying in the hotel industry, "Without satisfied employees, there will be no satisfied customers." In order to continuously improve management work, every step is inseparable from the cooperation and cooperation of all employees. Employees are the cornerstone of a hotel, the soul of the hotel that creates benefits, and the pioneers of customer service. As a hotel manager, on the basis of doing a good job in hotel operation decision-making, brand building, and internal and external coordination. We should also fully mobilize every employee's work enthusiasm, service initiative, loyalty to the hotel, and enthusiasm for quality service. At the same time, we must be grateful to every employee, thank them for their hard work in front-line service work, and thank them for their contribution to the development and efficiency improvement of the hotel. Chapter 6: Year-end personal work summary for the hotel lobby manager

I served as the hotel lobby manager this year and was responsible for the service management of the hotel restaurant. During the year of work, I actively carried out work and improved work efficiency. Now I will summarize the year Work.

I pay attention to the quality of hotel service. After all, in a hotel, service has always been the focus. Our hotel employees must be of high quality and be able to receive customers politely and provide warm and thoughtful services. To this end, I carry out training every two months to train employees on etiquette and working methods, and at the same time convey the hotel's culture. When employees come to our hotel, they must support the hotel culture and ensure considerate service, so as to gain more praise from customers.

Etiquette training is divided into many aspects, focusing on communication and clothing. All employees are required to work in accordance with hotel regulations. When treating every hotel customer, they must be polite and considerate, work carefully, and dress appropriately. We must also ensure that every employee is clean and tidy. Uniform clothing displays the image of our hotel and gives customers a better feeling, thereby making customers come to our hotel to dine and stay.

Regarding the work of employees, I have very simple requirements for each employee. There should be few complaints. They cannot quarrel with customers. They must meet customers’ serving requirements as soon as possible. When encountering problems, they should provide timely feedback. No laziness is allowed. Absenteeism, etc., as long as we do basic work to satisfy customers, we can meet my requirements. However, not every employee can do it in specific work. There will always be some employees who can't do it. Various minor problems need to be solved in time. Correct the changes.

I will directly point out the problems that I often make in weekly meetings, punish employees who do not correct themselves despite repeated admonitions, and give due rewards to waiters who do a good job and satisfy customers. , shape them as targets for other employees to actively learn, and encourage employees to learn in a good direction. When working in a hotel, work must be in an orderly manner during work, and everyone has their own tasks. If employees are found to be lazy during work, fines will be imposed, and employees are allowed to report each other. As long as they report, they will receive corresponding rewards.

In order to actively adopt the opinions of employees and some suggestions from customers, an anonymous suggestion box is set up in the hotel. Actively encourage employees to express their thoughts and opinions, so that I can understand the specific situation of the work in a timely manner and facilitate the continuation of the work. Because as a manager, I can't guarantee that I have a clear understanding of the hotel's employees. I hope that in this way, more employees can participate in the construction of the hotel and share some of the problems encountered at work, or hotel management. Point out the imperfections for easy modification.

Only by opening up channels can we adopt more good opinions. Every employee will have different ideas. For me, I must be able to adopt excellent suggestions to complete the hotel's tasks. It is my job to increase the hotel's turnover. Goal, although in one year our hotel's turnover exceeded the previous year's total, for me this is only a small improvement. I hope to continue to improve the hotel's image to attract more customers and be a qualified lobby manager. I still need to work hard at work, continue to improve the working ability of employees, improve my management capabilities, and strive for greater improvement in the next year's work, while making all employees of our hotel more united.