Summary of hotel service backbone work

Etiquette and politeness need to be practiced repeatedly in daily meetings. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply etiquette and politeness to every point of their work, supervise each other and make progress together. So how to write a summary? Please refer to the following!

Hotel service backbone work summary, we will spend, we will usher in the 200* year with confidence. In the past year, the Sixth Plenary Session of the Sixteenth CPC Central Committee was successfully held, and the spirit of the meeting inspired the people of the whole country to keep pace with the times. It is also a year to promote the hotel's "safety, management and service" and an ideal year for the hotel to achieve its annual revenue and profit targets. On this occasion, it is necessary to review and sum up the work, achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, strive for progress, and strive for better results in the new year.

1. Scientific decision, with the cooperation of Qixin, the hotel achieves four achievements every year. According to the requirements of the center, the general manager team of the hotel made an annual work plan at the beginning of the year and put forward the overall working ideas to guide all the work. One is to strive to achieve the goal of "three innovations", and the other is to accumulate "three advantages" in Qixin. The overall thinking determines scientific decision-making and guides the development of all work throughout the year. Coupled with the promotion of the "three standards in one" certification review and the positive practice of various achievements, especially the encouragement of the Fourth Plenary Session of the 16th Central Committee in the second half of the year, the hotel general manager team led the managers, supervisors and foremen of all departments to unite all the staff, and worked together with Qixin Qi Xin to make certain contributions in income generation, profit creation, excellence and stability, and achieved considerable results.

1, operating income. The hotel has increased its operating income by adjusting sales staff, broadening sales channels, introducing room-lifting incentives and linking catering performance.

The annual operating income of this hotel was 10000000 yuan, an increase of 1000000 yuan or 10% compared with last year, of which room income10000 yuan, office income10000 yuan and restaurant income/kloc-0. The average occupancy rate of rooms in the whole year is%, and the average annual house price is RMB/room night. The occupancy rate and average price of hotel rooms are higher than the average level of four-star hotels in the city.

2. Management creates profits. By paying close attention to management, tapping the potential to reduce costs and rationally employing workers, the hotel advocates economy and strict control in terms of labor cost, energy cost, material consumption and procurement warehouse management. The annual operating profit of the hotel is 1 10,000 yuan, and the operating profit rate is%, which is 1 10,000 yuan and% higher than last year respectively. Among them, labor cost 10000 yuan, energy cost 10000 yuan and material consumption 10000 yuan account for%,% and% of the hotel's total revenue respectively. It is%,% and% lower than the target set at the beginning of the year.

3. Excellent service. By introducing brand management, the hotel strengthens the training of employees' basic code of conduct "gfd, smile and greet", strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of reception departments and posts, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an unannounced visit to the annual evaluation of star-rated hotels, and our store only deducted 2 points, and got high marks for its excellent service, ranking among the best hotels in the region. In addition, in the reception service of large-scale events, our sales department, front office department, housekeeping department, real estate department, restaurant and other departments or posts all received letters of commendation from the event organizing Committee, praising: "The warm service of hotel staff provided us with the necessary logistics support in our daily life, which enabled us to successfully complete this event."

4. Security creates stability. By formulating the security plan for large-scale events, the hotel has achieved the "six defenses" of daily fire prevention and theft prevention, and almost no accidents occurred throughout the year. Under the care and guidance of the general manager of the hotel, store-level leaders hold feedback meetings of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol frequently and strictly prevent and control. With the cooperation of relevant departments, group prevention and control are carried out to ensure that all activities are foolproof and the hotel is busy, safe and stable. The security class of the hotel security department was also rated as advanced class.

Second, keep pace with the times, promote development and make a difference in hotels. The general manager team of the hotel took the lead in setting an example, organizing and guiding party member cadres and all employees to seriously study and understand the spirit of the Fourth Plenary Session of the 16th CPC Central Committee. According to 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 whole hotel field highlight gratifying changes in the second half of the year.

Mainly manifested in the positive mental state of cadres and employees. The general manager meeting and small meeting of the hotel repeatedly emphasized that cadres and employees should have a sense of urgency, be self-motivated 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. Store-level leaders also encourage and guide everyone to broaden their horizons, learn and forge ahead, unite and cooperate by organizing various training exchanges for department managers, supervisors, foremen and employees.

In the process of completing the hotel's business indicators, management objectives and reception tasks, realize your own value and feel the joy of life. Therefore, the phenomenon of mutual shirking and contempt among department managers is less, replaced by mutual information, mutual complementarity and mutual respect; If there are few people on leave and miss the routine security check twice a month and the quality check once a week, they will take the initiative to attend and check carefully.

In some large-scale activities, under the example of store-level leaders, department managers lead supervisors, foreman and their employees to work overtime and work hard. Although they are very tired, they always keep their spirits and add luster to the hotel's window image.

Third, brand management, the hotel focuses on eight major tasks. In this year's "Three Standards in One" 6S management certification process, the hotel held several special meetings, arranged training courses with different contents, and organized some inspections and pre-inspections. All these have greatly promoted and guided the hotel management to be more standardized. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, and combined with the management objectives and work plans formulated at the beginning of the year, the hotel and various departments mainly focused on eight major tasks throughout the year.

(1) Taking efficiency as the goal, do a good job in sales 1 and personnel adjustment. Hotel sales department set up front desk and other positions, and the reputation of sales staff in the first half of the year alone was more than twice that of star-rated hotels of the same size. The team of hotel general managers analyzes the reasons, and the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales manager and reduced the number of staff to five, which enhanced the sense of post competition and the sense of responsibility for active promotion.

2. Broaden channels. The original decomposition index of the sales department depends on people and lacks scientific basis. It is difficult to complete the business indicators issued by the hotel on schedule. In view of the poor market research, reasonable positioning and channel division in the first half of the year, the general manager team studied and approved the "sales plan" for the second half of the year after adjusting the department managers. Among them, on the basis of the original three natural sales channels: agreement company, online booking and individual customers' door-to-door, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and appointed canal managers to be responsible for the index decomposition according to the proportion of tourists in each channel to the total hotel tourists. In this way, first, the channel division is scientific; Second, the index of decomposition is reasonable; Third, it can stimulate everyone's sense of responsibility and promotion initiative; Fourth, we can gradually reduce staff and increase efficiency again; Fifth, it can obviously promote the improvement of sales performance.

3, the room has a reward. According to the hotel's marketing strategy of positioning itself as a business-oriented characteristic hotel, focusing on receiving business guests and individual customers of the agreement company, supplemented by the online booking and exhibition team, and referring to some successful experiences of peer hotels, the general manager team has formulated a certain percentage of commission reward for the front desk receptionist of the sales department after selling the house at a price higher than that of the agreement company.

This incentive policy greatly mobilized the hospitality staff's enthusiasm for promotion and service attitude, and made the hotel's personal income rise from 10000 yuan in the first half of the year to 10000 yuan in the second half of the year, an increase of about%.

4. Window image. The front office of the sales department not only makes full use of the preferential policies given by the hotel, but also pays special attention to shaping the window image of the hotel. First, reasonably sell and control rooms to ensure the maximum benefit of the hotel. For example, this year's auto show and housing exhibition, reasonable operation ensures the satisfaction of guests and the best interests of the hotel. The occupancy rate exceeded 100% for several days in a row, and the average house price also rose sharply. Second, improve the workflow and establish various inspection systems. Strengthen the modification and improvement of the workflow such as checkout and handover at the front desk, especially the use of "guest settlement bill" during checkout, which reduces the time for guests to wait for checkout and changes the cumbersome and error-prone situation of checkout. Strengthen the on-site supervision of supervisors. By increasing the platform time for supervisors to go to the front desk, all kinds of difficult problems of guests were solved in time, which played an inspection and supervision role in employee smile service.

Strengthen the double inspection of supervisors and foremen. The supervisor and foreman are required to check and sign the household registration book of each shift every day to enhance the sense of responsibility of the supervisor and foreman. This year's household registration, visitor registration, online delivery, etc. Didn't happen. In a word, under the leadership of the general manager, the front office has set records for the hotel one after another, paying close attention to implementation, grasping the opportunity and promoting sales efficiently. The proportion of individual guests in the total room income increased from% to%, with the highest daily income of RMB and the highest daily average house price of RMB. Reception of guests 10000 and reception of foreign guests 10000 throughout the year.

5. Complaint handling. The sales department, especially 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 relatively. Based on the tenet of "guests first, service first" and "completely satisfying guests", from department managers to supervisors, foremen and even receptionists, we can not only be polite and enthusiastic, but also resolve conflicts and properly handle complaints from large and small guests.

Over the past year, the sales department * * * has received and handled the complaints of guests, which has reduced the economic losses of about RMB for the hotel and won more repeat customers. In addition, according to the requirements of the hotel general manager team, the sales department began to change from passive sales to active sales, from disorderly work to orderly work, from inefficient negotiation to efficient negotiation, from non-basic management such as market research and analysis to monthly market research and analysis and customer room delivery ranking. , directly won a sharp rebound in sales performance. In the second half of the year, * * * achieved revenue of billion yuan, an increase of billion yuan or about% over the first half of the year.

(2) Take reform as the driving force, do a good job in catering, 1, and link performance. Although the restaurant is a department post of the hotel, it is the first to enter the market track in terms of management system, and the restaurant formally implements the performance-linked reform measures, that is, the restaurant's operating income index is approved as 10000 yuan/month, and the total salary is controlled at 10000 yuan/month. Under certain expense and gross profit rate standards, if the income target is overfulfilled or unfinished, the corresponding proportion of total wages will be deducted according to the proportion of completed or unfinished.

This performance-oriented approach, on the one hand, brings invisible pressure to the managers, waiters, chefs and other personnel in the restaurant kitchen, and brings some negative effects, such as lack of ideological work or improper management; On the other hand, let everyone turn pressure into motivation, promote restaurants and kitchens to do business promotion consciously and actively, and create more benefits. For example, restaurants open summer night markets, increase breakfast varieties and so on.

2. compete for posts. In addition to the reform of distribution policy, the employment mechanism is also more flexible. Managers can go up and down, employees can go in and out, and they compete for posts according to their work performance. These are conducive to the smooth implementation of government decrees in hotels and departments and are prohibited.

Of course, if the main managers are poor in quality or management, there will naturally be some bad consequences. But on the whole, the restaurant arranges the supervisors with excellent performance and ability to the responsible positions, promotes the hard-working employees to the foreman, and discourages the incompetent supervisors, foremen and employees, which more or less promotes the development of the restaurant's work and provides a guarantee for the management mechanism to strive to complete the income indicators.

3, tasting assessment. The hotel requires the chefs in the restaurant to create several new dishes every week or at least every other week. The store-level leaders and managers of relevant departments will try to grade the dishes, assess the professional level of the chefs, and suggest promoting new dishes that are basically satisfactory. Over the past six months, the restaurant has introduced more than three kinds of new dishes, among which, iron ribs jiaozi, spicy beef tendon, Chinese drunken chicken, fresh game, green beans mixed with Flammulina velutipes are widely recognized by diners. In addition, the chefs who have passed the examination are commended and encouraged, and the chefs with poor business skills are required to be replaced in time.

In addition, the restaurant cooperates with the hotel to receive important guests throughout the year, with multiple tables and about person-times. The service reception of the restaurant has basically been affirmed and praised by the hotel and superior leaders.

(3) Take customers as the center, do a good job in property management and sell houses patiently. For example, the property management department rents room 3322, the owner is a travel agency, and he is in the initial stage. In order to reduce the capital investment, he wanted to rent a room with a slightly smaller area, but the location could be seen at a glance, so they took a fancy to Room 3322, which is very suitable for the area of 18 square meters near the platform. However, this room has been reserved by other guests. They stay in the property department all day. Later, the property department took pains to introduce them to other rooms. After more than two days of continuous work, they rented room 3346, which is 20 square meters larger than room 3322. Thanks to the efforts of all the staff in the property department, the occupancy rate of the office reached%, exceeding the level of the same period last year.

2. After-sales service. Summer is coming, the air conditioner is not cooling, complaining; Roof leakage, complaints; It is found that someone automatically uses the company's supplies without permission and complains; Winter is coming, the heating is not hot, complaining; Even if there is a stool missing in the bathroom, you should complain. Whenever the property department receives a complaint call, it never shirks its responsibility, apologizes to the guests first, and then asks the relevant departments to help solve it. After the solution, we should pay a return visit to the customer until the customer is satisfied.

3. Urge to collect the room fee. It is also difficult to charge the room rate. Some guests fail to pay the house fee on time for some reasons, and the property department will remind them, not only by phone, but also in person when paying the fee.

(4) On the premise of quality, do a good job in guest rooms. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has established a long-term package and a morning meeting system for individual teams according to the requirements of the hotel, arranged the work of the day, standardized the gfd of each employee, made all employees think alike, and ensured that all the work can be put in place. Summing up last week's work at the team weekly meeting, arranging and writing next week's work, and accommodating the contents of hotel-related documents, fully embodies the "strict, detailed and practical" work style.

2. Security check. In addition to setting up a full-time person in charge of security in the department, safety knowledge training has been developed into a system that runs through the whole year, reflecting different levels and contents. From the hotel's corresponding preventive measures and emergency treatment methods to the inspection requirements of various electrical appliances. , from the beginning. Clear the person in charge of safety in each area, paste it on the wall in the form of words, and emphasize the working principles of "whoever is in charge is responsible" and "joint management". Carefully observe and inspect hotel guests, visitors and passers-by to ensure that there are no omissions. Throughout the year, the individual guest area * * * found out the rooms that the guests did not match, and the people did not match. The customer service department * * * found out the unsafe hidden trouble (the guest opened the door and closed the window; Does not meet the hotel electrical appliances use regulations).

(5) Take "Six Preventions" as the content, and do a good job in safety.

1, make a plan. Before daily operations, major festivals and large-scale activities, the security engineering department actively formulates security plans and emergency plans, and signs security agreements in time. Organize the safety inspection in the hotel on time, sign the safety responsibility letter with all departments, make the responsibility clear, implement it to everyone, and take responsibility.

2. Strict inspection. Strictly check the fire-fighting equipment and facilities, comprehensively test the alarm point of smoke detection system in advance, repair the broken line fault and inaccurate alarm point, and ensure the smooth and normal use of the line; Repair and replace the emergency evacuation lights and safety exits of the hotel.

(6) With consumption reduction as the core, do a good job in the maintenance of 1 and eight characters. According to the spirit of the notice of Beijing Municipal Party Committee and Municipal Government on saving electricity and water, the general manager's office meeting of the hotel decided to conduct a special study, and on the basis of implementing the original management regulations of the hotel and various departments, put forward the requirements of saving energy and reducing consumption to the cadres and employees of the whole store again. That is, one must be closed, two must be small, three must be separated, four must be prevented, six must be investigated, seven must be punished, and eight must be announced.

2. fix it. Seven comrades in the maintenance team are responsible for the maintenance of equipment and facilities in various departments of the hotel. They often work late into the night to repair a component, sometimes staying up all night. At the same time, they make reasonable arrangements for their work, such as overhauling the hotel heating equipment in advance before winter, transforming the hotel distribution box and replacing the watt-hour meter.

Step 3 buy a check. In the work, the purchasing department strives to save expenses and reduce costs, actively visits the market consulting merchants, strives to shop around, insists on comparing quality with the same price, and strictly controls the quality of incoming goods.

Adhere to the principle of system, and any procurement plan with large expenditure must be approved by the leaders in advance. Do a good job in cost budget and control the expenditure of procurement expenses.

(seven) in line with the principle of lean, do a good job of 1 personnel, reasonable staffing. According to the spirit of the general manager's office meeting and the principle of streamlining and efficient employment, on the basis of the establishment of the whole store at the beginning of the year, the store-level leaders took the lead in organizing the personnel department to coordinate with relevant departments, and then reduced the establishment of 10, which did not affect the work of the hotel and various departments.

2. Staff recruitment. According to the needs of hotel management, control personnel expenses and adjust personnel structure. Under the leadership of store-level leaders, I went to Miyun, Huairou, Tianjin and other places for many times to contact vocational schools and recruit interns. Number of newspaper advertisements and online recruitment, including recruitment times.

(8) Taking the Guidelines as a reference, do a good job in training 1 and store-level lectures. According to the all-staff training plan formulated by the hotel at the beginning of the year, referring to the basic code of conduct of 20 words for employees' hospitality, the store-level leaders organized special training for department managers, supervisors, foreman and hospitality service personnel, focusing on training management quality, service awareness, polite hospitality and case analysis. Throughout the year, * * * organized a number of trainings, with about. Through explanation, comment, communication, etc. Students have gained different degrees of understanding and promotion in their ideological understanding and daily work.

2. English teaching. In the first half of the year, the personnel training department regularly organized the front desk departments and post personnel to conduct "Hotel Situational English" training every Tuesday and Thursday for 2 hours. In the second half of the year, we will focus on the training and assessment of the English conversation ability of the front desk staff in restaurants and sales departments, so as to promote the consciousness of the reception service staff to learn English.

3. Departmental training. Each department organizes training in the hotel, and plans to train its employees on the "20-word policy" and job business content every month. For example, the front desk of the sales department should do a good job in training each position, so that "there is a theme every day and training every day". Train and assess the front office staff in stages and contents. Receptionist and cashier at the front desk spend their spare time training after work every morning; Supervisors and foremen are trained once every two weeks, and all employees in the front office are trained once a month.

The training content includes business knowledge, reception of foreign guests, sales promotion skills, case analysis, emergency problem handling, etc.

Through training, the overall quality, English level, business level and customer satisfaction of employees have been improved. Over the past year, various departments have organized training groups by themselves, with about 2,000 participants. The two-level training combined with hotels and departments has improved the overall ideological quality, service attitude and business reception ability of employees. 4. Training evaluation. On the basis of daily business training and on-the-job training, the hotel will organize business practice assessment together with the front desk departments such as guest rooms, lobbies and restaurants, and make it the first guest room, the second guest room in Lu and the third guest room in Wang Feng. The first gold in the lobby, the second Zhang zhen, and the third Wang Yun; The first place in the restaurant is Li Xiaojuan, the second is Sun Guifen, and the third is Gao Mei; Huang Wei is the first in the kitchen, Fang Shengping is the second, and Zhong Yubiao is the third.

The hotel will reward separately and publicize and commend it.

Four, four-star standard, customer feedback, there are still three problems in the hotel's work for one year. Through the cooperation of the whole store in Qi Xin, the results are the main ones. But we can't ignore the existing problems. Some of these problems come from guest complaints and other feedback, and some are found by hotel quality inspection or departmental self-inspection. According to the standards of four-star hotels, the obvious problems and the necessity of rectification have been urgently put on the agenda of hotel leaders.

1, facilities and equipment are not perfect.

2. The management level needs to be improved. First, the comprehensive qualities of managers such as cultural literacy, professional knowledge, foreign language level and management ability are uneven; Second, the hotel has not yet worked out a set of standardized, systematic and feasible "management mode"; Third, individual behaviors such as "rule by man" management and random management occur from time to time among some managers.

3. The service quality needs to be optimized. From many inspections and guest complaints, it is found that the service quality of employees in various departments and positions in the hotel is high and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problems are that the employees in some departments or positions are unclean, impolite and impolite, the reception service is not thoughtful, and the handling should become inflexible. In addition, careless cleaning and untimely equipment maintenance have also affected the overall service quality of the hotel.

By reviewing and summarizing the work of the hotel throughout the year, we encourage and spur the whole store to enhance self-confidence, cheer up, carry forward achievements and rectify problems. The management objectives, business indicators and work plans for the new year will be formulated to guide the all-round development and concrete implementation of the work of hotels and departments in 20xx.