Annual Work Summary of Hotel Front Office Manager

At the end of the year, no matter where you are or what you do, you should make a personal work summary. The following is a summary of the annual work of the hotel front office manager I collected for you. I hope I can help you!

I. Year-end Summary of Front Office Manager of 20XX Hotel

Leaders:

Hello, I'm xx, the assistant manager of the front office of the housekeeping department. Time flies. I have been working in Wanda Hotel for almost a year in a blink of an eye. Welcome the opportunity of the new year with confidence, review and summarize the work of the past year, foster strengths and avoid weaknesses, strive for progress, and strive to achieve better results in 20XX.

The front desk is the facade of the hotel, and it is also the place where guests ask questions, reflect the situation, make suggestions and complain. Every employee should face the guests directly, and their work attitude and service quality can reflect the service and management level of a hotel. The assistant manager in the lobby represents the image of the hotel, and the position of the assistant manager in the lobby gives him the particularity of his work.

As the assistant manager of the hotel lobby, I always adhere to the work style of "guests first, service first" and "guests are completely satisfied", and properly handle all kinds of complaints without damaging the basic interests of the hotel. Even if I solve all kinds of difficult problems of the guests, I will let them return satisfied and win the reputation and benefits for the hotel. After the treatment, I summed up my experience and found out the shortcomings under the guidance of the department leaders, and gradually matured after repeated summary and improvement.

Due to the influence of the global economic situation, the hotel service industry is in a special stage of "labor shortage". When the front desk staff engaged in room marketing, check-in and check-out of individual hotels are overloaded and lack of manpower, we can fill the vacancy in time and take care of the front office management. Although it is very hard, I feel challenged every day in this position, because I will meet different guests and have different needs. I have different feelings every day, and I will be delighted by the successful communication with guests, especially foreign guests, excited by the full house, and enriched by the busy work it brings; It will also be frustrated because of the limitations of equipment or conditions that cannot solve the requirements of guests; I will feel hopeful because of any slight change in the front hall. I like the feeling of progress after work every day.

In my spare time, I study accounting basics and financial laws and regulations, and get a qualification certificate, so as to better assist the financial department in managing the front desk accounts. In our daily work, we should educate party member in the spirit of selfless dedication of the Party organization, set an example, be dedicated, have a decent style, and strive to be a pioneer and model. Sincere and down-to-earth style also makes me get along well with my colleagues.

Of course, looking back on this year's work, there are also shortcomings:

1. The thought is not mature enough, and the ability to integrate theory with practice needs to be improved.

2. The coordination among all departments of the hotel is not in place.

3. Self-control ability is still lacking. If you can't do it, you will always be calm and humble. To sum up, correct the problems found, in order to work better in the future, everything will be updated in the new year, and my work will keep pace with the times. The work plan of 20XX is as follows:

1. Deepen theoretical study, strengthen the application ability of theory in practice, and be familiar with the operation procedures of various departments of the hotel with excellent party member at all times, so as to strengthen the synchronization of daily work management and better play a vanguard and exemplary role in the work.

2. Sex; Strengthen the overall concept, change the work style, strive to overcome their negative emotions, improve the quality and efficiency of work, and actively cooperate with leading colleagues to do a better job.

3. Strengthen the communication with the employees in the front office, understand the mentality of the employees in each position, improve their work, and improve their ability to deal with emergencies, even if they handle guest complaints and strengthen the handling of guest opinions, and strengthen hotel awareness.

4. Overall management awareness, public relations awareness and overall sales awareness efficiency;

5. Tracking and feedback. And cultivate awareness.

Second, the hotel front office manager work summary

20xx years have passed. This year, xx Hotel has undergone great changes under the joint operation of xx Company and XX Company. The two shareholders invested a lot of money to update and transform some hotel facilities. The third floor, abandoned for many years, was renovated and opened, which made up for the vacancy of hotel entertainment projects and made the hotel service projects more perfect. In view of the odor problem in the guest room, it was fundamentally solved by opening the window and ventilation, and the old TV in the guest room was updated …

With the renewal of hotel equipment, the improvement of service items and the further improvement of staff service level, xx Hotel won the second place in the history of star rating in 20xx, which made xx Hotel enjoy a high reputation in the hotel industry. These are the effective management of store-level leaders and the efforts of hotel employees. Therefore, the hotel pays more attention to the spiritual civilization construction of employees, creates a good living space for employees, transforms the laundry room of the hotel into a spacious dining room and a dual-purpose room for employees' activities, increases entertainment items such as table tennis and table tennis tables, and conducts various competitions many times, which not only enhances the employees' physique, but also enriches their spare time. The hotel also installed solar hot water in the staff dormitory, which solved the problem of bathing in winter. All these employees can only repay the hotel through hard work.

This year, in the case of constant changes in personnel, all the staff in the front office can still overcome difficulties, forge ahead in unity and successfully complete the reception tasks assigned by the hotel. Throughout the year, * * * received four VIP groups and held numerous meetings, which were well received by the guests in the whole reception process. In the past year, the front office has done the following work:

First, strengthen business training and improve the quality of employees.

As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have made detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in July this year, all the staff in the front office conducted a one-month foreign language training, which laid a certain foundation for this year's star rating. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.

Second, instill in employees the awareness of "increasing revenue and reducing expenditure" and control costs.

"Open source and reduce expenditure, open source and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the call of the hotel, carried out activities of saving money and reducing expenses, and controlled costs. In order to save money, the front office bought plastic baskets with team keys, which reduced the use of key bags and room cards and saved hotel expenses (in the past, both teams and individuals had to fill in a room card and use a key bag, but after passing through the team room without using room cards and key bags, the expenses were greatly saved, with room cards 0. 18 yuan/piece and key bags 0./kloc. The business center uses overdue reports to print draft paper; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.

Third, strengthen employees' sales awareness and skills, and improve the occupancy rate.

According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotion activities, such as fan room, bonus card, vouchers, thousand yuan card and other promotional activities. While giving preferential policies to the hotel, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we must try our best to keep them."

Fourth, pay attention to the coordination between departments.

Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

Five, strengthen the management of all kinds of statements and customs declaration data.

According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Compared with the income of 20XX years, the room rate increased by 9.46%, but the income decreased by 240,223.07 yuan. The main reason is that the vicious competition of hotels leads to the decrease of average house price, the increase of occupancy rate and the decrease of income. The room profile table is attached.

The achievements are gratifying, but we also deeply realize and realize the shortcomings:

1, the service lacks flexibility and initiative;

2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;

3. Some new employees are not skilled in their work;

4. The copier in the business center is aging, and the effect is not good, which affects the income of the business center. The cash income from copying in the business center this year is only 2865438 yuan +02.9 yuan. Attached is the business overview of the business center in 20xx: the hotel said that it has set new sales targets and tasks for the business department, and xx is an important year for the front office department. In order to cooperate with the sales department to complete the task, the annual work plan is formulated:

1, continue to strengthen training, improve the overall quality of employees and improve service quality;

2. Stabilize the labor force and reduce employee mobility;

3. The aging of "hardware" and the supplement of "software" make up for the aging of equipment by improving service quality;

4. Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel.

The new year has begun, and all the staff in the front office will provide the best service to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".

Front desk: xxx

Date, year and month

Three. 20XX Hotel Front Office Manager's Personal Year-end Summary

20 1x a busy and unforgettable year is coming to an end. Under the leadership of General Manager Wang Renzhi, we managed the drunken White House step by step. The specific work report is as follows:

Work performance:

Scenic dining has experienced countless golden weeks, holidays and car-free days. Our catering industry has been hit again and again and has experienced severe tests again and again. However, with the concerted efforts of all the drunken white people, Qi Xin, Qi Xin achieved all the indicators issued by the group company with gratifying results.

Self-discipline:

This year is also the fourth anniversary of my work in Drunk White House. Although life is dull, I haven't done anything earth-shattering, but it is my work style to be pragmatic, diligent and dedicated, and set an example. Do not care about personal gains and losses, do not shirk work, treat guests with warm, thoughtful, meticulous and predictable service concept, respect superiors, actively participate in various collective activities, patiently educate people, be kind to employee management, and grasp principles.

Service quality control:

(1) In June this year, with the support of the Federation of Trade Unions and the Labor Bureau, 50 junior workers, 10 intermediate workers and 5 senior workers passed the service qualification certificates.

(2) Do a good job in planning training and assessment for new employees before taking up their posts, and become a full member after regular assessment, and point out the skills problems of employees in time and conduct targeted training.

(3) Do a good job in daily pre-meal preparation inspection, in-meal management supervision, and timely feedback the information of guests' opinions to different departments after meals, so as to truly feel that "guests are our teachers" as an industry says.

(4) at the end of each month to carry out the service quality pacesetter, self-discipline pacesetter, table pacesetter selection activities. Although the reward funds are limited, it improves the enthusiasm and centripetal force of employees.

Hygiene quality is the golden rule of our catering work, and the hygiene inspection system is strictly stipulated. Before meals every day, the supervisor on duty and the service personnel on duty should carry out strict health inspection and registration in each area, reward and punish them every month, and select health quality pacesetters every month. It not only establishes the health awareness of employees, but also allows employees to participate in the inspection and establish the idea of being masters.

Customer information service maintenance

(1) register and file new and old customers.

(2) holiday SMS communication.

(3) Prepare the tastes and favorite dishes of old customers in advance, so that guests can really feel drunk and feel at home, and really interact with customers.

(4) When special high-end customers are sick or hospitalized, they will visit them in person.

Healthy and beneficial activities:

Taking advantage of employees' afternoon break, the department bought some badminton rackets, skipping ropes, table tennis boards and so on. It is beneficial to exercise and enrich employees' extracurricular activities. We also held 4X200 pallet relay race, badminton team race and skill competition for employees, which made employees happy at work, enhanced team spirit, and finally improved their work enthusiasm and service quality.

Where improvements are needed:

(1) Middle-level managers are frequently transferred, and the responsible persons at all levels have their own management personality and initiative, which causes employees' ideological instability for some time. This year is the peak of marriage and childbirth, with a high turnover rate and a large gap of waiters for some time.

(2) There are a large number of new employees with low proficiency and poor quality. Although trained, they have different acceptance abilities. Grass-roots and middle-level managers are lax in on-site management, weak in supervision and low in service quality.

(3) The sales team is young, inexperienced and short of personnel. Now in the state of supporting training, the enthusiasm and enthusiasm of on-site sales are not high.

20 1x year outlook:

I will work harder to implement the cross policy of "seeking truth, being pragmatic, diligent, pioneering and innovative" in next year's work, and tide over the difficulties with enterprises.