Annual work summary of hotel reception

Annual work summary of hotel reception: 3 articles

Hotels are commercial organizations that provide users with safe and comfortable spaces for a short rest or sleep. Summary can make clear the direction of the next work, avoid detours, make fewer mistakes and improve work efficiency. Whether you are looking for or preparing to write "Hotel Reception Annual Work Summary", I have collected relevant information below for your reference!

Annual work summary of hotel reception 1

★ Food and Beverage Department:

First, the preparatory work:

1, the number of people, what is the standard, and make a reasonable plan;

2, the preparation of fruits and drinks, this work is not in place;

3. The cups during meals should be replenished in time;

4, about the menu: every dish should be put on the menu;

Second, work before meals:

1, 15 All the food on the buffet table is served and heated five minutes before the meal;

2. The service personnel should stand at the designated position (open the door and invite guests to the banquet hall for dinner);

Iii. Dining service:

1. At the beginning of the banquet, after the guests start eating, the waiter will take away the empty tableware used by the guests at any time and send it to the dishwashing room;

2. Add drinks for guests at any time;

3, the kitchen dishes are ready, after the first round, to fry 4-5 dishes, in order to supplement in time.

4. Close to the end of communication between the front office and the kitchen, and master the amount of food;

Combined with the above shortcomings, the department will gradually improve and learn from experience, and continue to work hard to formulate the service standards for banquet buffets.

★ Housekeeping Department:

The reception time of this meeting is rather hasty. After receiving the notice the night before, I quickly coordinated the room arrangement with the person in charge of the meeting. In a short time, the rooms on the third floor, the fourth floor and the fifth floor were all ready, which reflected the maturity of the room team and the gradual improvement of reception capacity. In addition, the enthusiasm of employees was fully reflected in the reception process, such as employees working overtime to arrange rooms and distribute fruit bowls. Generally speaking, the quality of employees is improving, which is gratifying. There was basically no major problem in this meeting, which was the result of the concerted efforts of Qi Xin, the conference room staff. I believe that this conference room will be able to receive more important and larger-scale meetings in the future.

Disadvantages of this meeting:

First, there is no separate arrangement for the person in charge of the meeting to coordinate with the front desk, such as which rooms should be opened and which should not be opened, and I don't know the meeting object, which makes the front desk work a bit passive;

Second, the reception of the meeting was too urgent, so that the time to buy fruit was hasty, which affected the fruit equipment;

Three, the fruit bowl, fruit knife is not enough, the original purchase is not in place in time, the department must coordinate with the relevant departments to solve as soon as possible;

Fourth, the cost of fruit is too high. It is suggested that the hotel should not go to the supermarket to buy it, but should contact the fruit supplier to deliver it directly to the store.

In view of the advantages and disadvantages existing in the reception of this meeting in this department, this department organizes employees to study hard, foster strengths and avoid weaknesses, select the best and discard the worst, so as to make the operation of this department more flexible and smooth. Housekeeping department and housekeeping department managers must live up to the expectations of leaders and strive for better results in room work!

★ Finance Department:

According to the work arrangement of the hotel, all employees in the finance department stop taking a rest. In the case of tight time, the purchasing department cooperates with the business department to complete various procurement tasks. Each post was in place at 7:00 as required, and the warehouse ensured the collection of items in the first-line departments.

The front desk issues room cards and breakfast coupons according to the requirements of the conference group. However, due to the arrangement of the meeting group, the meeting staff did not have a room to rest, checked in at the front desk, asked for a room, expressed dissatisfaction with the hotel service, and then communicated with the meeting group and arranged according to the original plan of the meeting group.

Suggestion: The reception meeting should be held by the meeting, so that the reception department can know the price of the meeting room, meal label and other related information in advance, and arrange special personnel (marketers) to keep smooth communication with the meeting group.

★ Engineering Department:

In order to receive the meeting well, the engineering department organized manpower and material resources to stop the off-duty staff on the 20th, and the on-the-job staff went to work in advance, and breakfast was not eaten until the guests had finished eating. Work overtime and prepare the equipment in advance. Full-time staff will maintain the lighting, ventilation, broadcasting, film and television on site. The reception of this meeting was a complete success. The engineering department will continue to carry forward the spirit of the concept of non-stop work, and believe that the future conference reception will be more successful!

★ Personnel Department:

1. Mobilize the whole store staff one day in advance, and stop the rest to ensure sufficient service personnel;

2. Be familiar with the meal time and the number of people attending the meeting;

3. Supervise and coordinate the employees of all departments to actively participate in the first-line service, with shifts, foremen and above taking an active part;

4. The meal of the logistics personnel is temporarily adjusted according to the meal time of the banquet that day, and the relevant departments are informed in time to ensure the normal meal of the banquet;

5. The management personnel of the whole store should appear in the banquet hall in time;

6. The assistant manager of the lobby, the catering waiter, the bellboy and all other personnel shall provide follow-up services in time according to the needs of the guests;

7. If employees work overtime, employees should arrange meals specifically;

8. If there is any surplus after the guest buffet is used up, it should be recycled and transferred to the staff meal in time to prevent the staff from dining in the banquet hall.

★ Security Department:

1, reserve parking spaces to ensure vehicle safety and smooth traffic in the parking lot;

2. Conduct security patrol on the hotel personnel concentrated area;

★ General Manager Jiang:

The reception departments of this meeting actively cooperated and took the initiative to serve the guests. On the whole, the meeting went smoothly. Summarize this meeting as follows:

1. We need to reflect on the lack of attention and mobilization in the early stage. In the future, the reception of large-scale conferences should be widely mobilized one day in advance, and all hotel employees should rest for work at the same time to ensure sufficient personnel during the reception of conferences;

2. Adjust the staff meal time, and the staff meal chef can go to the Chinese kitchen to assist;

3. For employees who work overtime, the personnel department should inform the staff chef in advance to prepare the processed meals for them;

4. The buffet form should be reasonable, the dishes should highlight the appearance and local characteristics, and menu items should be made uniformly to let guests know about consumption and promote hotel products.

5, buffet serving time should be well grasped, juice, beer, milk, fruit is essential, it is best to have on-site production; The amount of food is controlled at two-thirds, and it is constantly added.

6. During the peak business hours, the hotel manager greets guests in the lobby regardless of the background;

7. When the number of houses is large, the night shift of rooms will be increased.

8. Marketing personnel, assistant manager of the lobby, department director and other personnel who assist in the registration will accompany the conference staff throughout the process. Conference staff will not leave work, and hotel service staff will not leave work. The conference staff has arrived, and the service staff has arrived, so we can't go to work at eight o'clock.

9. The porter's post is outside the gate, not in the lobby, and he should provide services to the guests in time.

10, after the buffet, the remaining meals can be used as managers' meals or employees' meals, and must be taken to the backstage or employees' restaurants for meals; If you can't digest it on the spot, eat it in the business premises.

1 1. The elevator sign is not obvious, so a sign board should be installed.

12, the quality of buffet breakfast should be guaranteed, regardless of the number of guests.

13, the spare oil in the diesel bucket should be available at any time to prevent gas blockage.

_ During off-duty, managers should keep communication tools open and contact people when the hotel needs them most. It is irresponsible to turn off your mobile phone after work. If it appears three times, it will be downgraded.

15, all departments should educate employees to have the spirit of cooperation, professionalism, team spirit, be consistent with the interests of the hotel, and bravely stand up and take responsibility when the hotel needs it, which is the person most needed by the enterprise.

16. All departments should discuss and study the minutes of this meeting internally to avoid getting the documents and putting them in the drawer. The employees don't know. The personnel department will spot-check the employees next Wednesday.

Summary of annual work of hotel reception II

First, like all other service industries, politeness and etiquette: how to keep smiling, how to greet guests, how to provide services for guests, the language to be used in services, etc.

Second, pay attention to the image, the front desk is the first impression of the hotel and the facade of the hotel. Therefore, our front desk staff must ask the guests to wear light makeup, work clothes and have a good mental outlook, so as to maintain the image of the hotel and let the guests know and see our mental outlook of Yibang. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.

Third, the front desk business knowledge training. Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!

Front desk English, some front desk English skills are the basic requirements for each of our front desk receptionists in order to serve foreign guests well. As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before. Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment. Through such training, I understand a truth, you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!

Fifth, focus on the overall situation, regardless of personal gains and losses. Whether during working hours or during vacation, if the hotel has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of Yibang, I will contribute my strength to the hotel. Usually actively participate in the activities organized by the hotel, strengthen the feelings between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel. In order to work better in the future, we will continue to lay the foundation.

Summary of hotel reception annual work 3

From 20_ to 20 _, _ _ hotels conscientiously implemented the party's principles and policies, continued to carry forward the spirit of hard struggle, strengthened team building, paid special attention to marketing, ensured safety and quality, increased revenue and reduced expenses, and boldly explored, and achieved good results. 20_ year -20_ year is summarized as follows:

First, strengthen management and improve the overall quality of the management team.

1, safe and stable. By making safety plans such as "safety first, quality first", the hotel has achieved daily fire prevention and theft prevention, and almost no accidents have occurred throughout the year.

2, strict management, pays special attention to the business work.

Establish a perfect import and export system, interlocking, responsibility to people, strictly control the quality of each link, to ensure the quality of dishes and commodities.

(1) Purchase goods from regular channels, and buyers do not purchase fake and inferior products.

(2) Strict acceptance system, the warehouse keeper will not accept unqualified products or expired products.

(3) Strict supervision, chefs will not accept unqualified and expired raw materials.

(4) The side dishes strictly adhere to the "five dishes": uneven edges, inconsistent quality, bad taste, uneven ingredients and unclean after washing.

(5) The chef insists on five noes in cooking: the temperature is not enough, the taste does not meet the requirements, the color is wrong, the food quantity is not enough, and the hygiene does not meet the requirements.

(6) The dish delivery staff will not deliver unqualified dishes.

(7) The waiter does not provide unqualified dishes.

3, strict health system

Environmental sanitation is contracted, with small inspections every day, spot checks for three days and routine inspections for seven days. Resolutely leave no sanitary corner, strictly enforce the food hygiene law, supervise and inspect the implementation of health responsibilities of each post, and ensure non-toxic, harmless, nutritious and hygienic. Equipped with disinfection cabinet and disinfection pool, disinfection drugs, disinfection steamed rice car, etc. Clean and disinfect all kinds of meals and utensils to ensure the cleanliness of tableware and utensils. Attendants must bathe frequently, change clothes frequently, cut their nails frequently and wear plain clothes to work. They must wear work clothes and work hats when they go to work. Men don't keep long hair, and women put it up, which looks generous, clean and fresh.

4. Strictly implement the price policy to ensure the high quality and low price of dishes and commodities. Put the interests of customers first, and resolutely do not engage in commercial fraud and profiteering.

5. External tree image

Constantly improve the service concept, carry out diversified services, constantly innovate, meet market demand, meet customer demand, improve product quality, create a civilized window image, and reassure consumers.

6. Intrinsic quality

As a service industry, service is an important task throughout. In order to improve the service quality, we specially hire senior training lecturers to strengthen the service skills of waiters, and send them to well-known hotels for internship, and they will take up their posts after passing the examination. After the waiter took up his post, we formulated a regular assessment system and a series of reward and punishment systems to encourage employees to constantly improve themselves from all aspects, strictly abide by the operating rules, deepen the humanized service standard, adhere to the civilized, polite and smiling service, and have a warm attitude, so as to provide the guests with the most satisfactory quality service.

7. Strengthen the ideological education of employees. Every employee should abide by public morality, be honest and trustworthy, be modest and prudent, be enthusiastic and moderate, be tolerant, help each other, be kind to others, be greedy for profits, and strive for success in doing things; To enjoy the pleasure of service in the service, we must learn to provide our guests with the service concept so far, and many excellent employees have emerged.

Second, upgrade hardware facilities through the Henghu Marathon.

_ _ _ _ Hotel, as one of the designated reception units for the 20_ Hengshui Lake Marathon, has been upgraded according to the requirements of the Organizing Committee. The brigade invested millions of yuan, renovated all hotel rooms according to marathon reception standards, updated all rooms and equipment, and the reception environment was completely new.

Three, around the _ _ _ cultural brand, building _ _ _ corporate culture.

We build a "_ _" cultural brand, highlight the highlights, establish the business philosophy of "treating guests as relatives and family members", carry forward the spirit of "serving and doing things with heart", realize humanized, professional and standardized management services, and convey them through various service carriers with our own cultural themes, so that guests can enjoy modern comfort in a strong cultural theme.

Four. Existing problems and deficiencies

Through the active efforts of all staff, we have achieved good results in 20-20 years, but we still have many problems and shortcomings. The service quality needs to be improved. The service quality of various departments and posts in the hotel is high and low horizontally and good and bad vertically. Temporary workers are highly mobile, some employees are polite and not active, and the reception service is not meticulous and thoughtful.

Looking back on the work of 20_ years -20_ years, although gratifying achievements have been made, but

With the increasingly fierce market competition, we will face more competition and challenges, and there are still many arduous tasks waiting for everyone to break through. We believe that in the new year, all hotel cadres and employees will seize the opportunity, unite as one, strive for the first place, fully reflect their self-worth in the fiery work, create more brilliant achievements and make greater contributions to the development of Hengshui.