Five model articles of hotel year-end summary report

Model essay on hotel year-end summary report 1

I. Parking lot management

One is to limit the number of parking spaces by charging

Five model articles of hotel year-end summary report

Model essay on hotel year-end summary report 1

I. Parking lot management

One is to limit the number of parking spaces by charging parking fees, so that the limited parking spaces can park an appropriate number of vehicles, and the vehicles inside the unit should occupy as few parking spaces as possible, and the vehicles outside the hotel should be controlled to enter the parking spaces. Secondly, the parking lot security guards have been trained to work hard.

Second, the fire safety management

Fire fighting has always been the top priority of all work. In order to ensure the safety of the hotel, we should lead the central control and internal security personnel to conduct a comprehensive and detailed fire inspection, and immediately eliminate the fire hazards found in the inspection and report them. In addition, it is necessary to strengthen the fire safety training of the central control personnel and learn the hotel's fire emergency plan: train all hotel employees in the use of fire extinguishers, fire alarm methods and common sense of safe evacuation and emergency escape.

Third, the safety monitoring management

According to the job responsibilities, the dynamic picture is closely monitored for 24 hours, and the internal security personnel will regularly and irregularly patrol key areas and floors to ensure the safety of guests and hotel property.

Fourth, safety management.

Cooperate with Beijing Public Security Fire Brigade and Dongcheng District Fire Safety Committee to do a good job in fire prevention and control this winter and next spring, formulate all kinds of emergency plans suitable for the nature of the hotel, effectively prevent fire accidents, ensure fire safety in important seasons and the upcoming Spring Festival, cooperate with the fire brigade to check, and find, handle and conceal any situation in time.

Finally, I believe that through our joint efforts, strengthening all aspects of management and standardizing all management work will certainly promote the development of the company's business, improve the company's economic benefits, and create a safer, more comfortable and satisfactory rest and entertainment environment for guests.

1. Holding the Asian Games and World Expo in China is a century-old dream of China people. In order to ensure a good public order during the Asian Games, the hotel, in accordance with the unified arrangements of relevant government departments, combined with the actual situation of the hotel, strengthened leadership and measures, and took the security work during the Asian Games as the top priority. The manager of the hotel security department called the department staff to study and deploy, and set up a leading group for Asian Games security work, requiring the leaders of all departments to attach great importance to the Asian Games security work, strengthen internal management, manage their subordinates well and do their jobs well. In view of some suspicious personnel and foreign construction workers in the public area of the hotel, the work plan and emergency plan are formulated, especially in the public area, the articles and some letters left by the guests are carefully checked and received to prevent all kinds of safety accidents. And clearly showed employees all kinds of emergency measures during the Asian Games. Put the responsibility of Asian Games security work into practice for everyone. Ensure the public security and stability of the hotel during the Asian Games and welcome the 20 10 Asian Games in a harmonious and stable environment. With the joint efforts of all hotel staff, the public security management during the Olympic Games was successfully completed, ensuring the safety of 100% hotel without any accidents.

Secondly, the fire safety of hotels has always been the top priority of our work, because it is related to the life safety of guests and our employees. In order to ensure the fire safety of the hotel, the general manager of the hotel held a meeting to formulate a series of measures. First of all, all the new employees in the hotel were given special fire training, teaching them how to deal with fires, how to use fire-fighting equipment, how to put out initial fires, how to save themselves and escape, etc. In order to make all employees better master the theoretical knowledge they have learned, the hotel successfully held a hotel fire drill in June 2008. In order to implement the fire safety work and ensure the safety of the staff dormitory, the hotel staff dormitory also successfully conducted a fire drill on June 30, 2008. In addition, the hotel also specially conducted two elevator trapped people exercises. Through these exercises, we put the knowledge we have learned into practice, and at the same time, we also see the problems that need to be improved in the future work, so as to better do our fire safety work.

3. After the 9.20 catastrophic fire accident in Shenzhen, the hotel management committee attached great importance to it. In order to prevent fire accidents and enhance the safety awareness of all hotel employees, the hotel actively cooperated with the safety production requirements of Yantian District Government, and invited experts from Yantian District Safety Production Supervision Administration to conduct safety production training and assessment for all hotel employees in mid-June, 2008. In order to seriously implement the fire protection requirements of "hidden danger is more dangerous than open fire, prevention is more effective than disaster relief, and responsibility is more important than Mount Tai", the hotel also specially invited teachers from Yantian District Fire Brigade to conduct special fire safety training for hotel employees. Through training, all hotel employees have a deeper understanding of fire safety and safe production.

Because the hotel is located on the bank of Dameisha, there are relatively many leisure people on the beach, which has also become the focus of our safety work. In order to ensure the personal and property safety of the guests and provide a comfortable leisure environment for the guests, the hotel has formulated the corresponding beach emergency management mechanism. Special personnel from the security department patrol the beach area 24 hours a day and increase the number of lifeguards, which can deal with dangerous situations in the beach and swimming in time. Through one year's efforts, there was no safety accident at the hotel beach in 2008, which achieved the expected goal.

5. Starwood Hotels & Resorts International Group hires a third-party company to audit and investigate the hotel's secret security every year to promote the better implementation of hotel security. Sheraton Dameisha Resort Hotel has made gratifying achievements in the safety audit in 2008, and it is expected to complete the safety audit standards formulated by our hotel at the beginning of the year.

In the past year, although some achievements have been made, we should also see that the safety awareness of employees needs to be further enhanced. At the same time, it is necessary to adapt to the characteristics of safety work under the new situation, strengthen the training of all staff in terrorist attacks, and prevent the occurrence of safety accidents.

2009 is coming, we will work harder to implement the safety production policy of the district committee, the district government and the district tourism bureau, strive to create better results, and contribute to the creation of a harmonious Yantian.

Model essay on hotel year-end summary report II

I am the manager of _ _ for 20 years. With the supervision and support of _ _ leaders, I earnestly performed my duties with _ _ colleagues and completed all the tasks of _ _. Now make the following summary:

First, from the actual situation, understand and solve the problems existing in the work _ _

Three other managers and I have strengthened the training of new employees' job responsibilities, job requirements and job service processes, and at the same time strengthened their supervision and guidance. Through the way that old employees lead new employees and outstanding new employees to exchange and learn from each other, new employees can adapt to the environment as soon as possible and deal with problems at work independently. For the present situation that the old employees are upset because of long working hours and less off-duty time, we try our best to communicate and coordinate with the leaders of other departments under appropriate circumstances, and strive to transfer colleagues from other departments to fill the vacancy of _ _ _, so as to alleviate the problem that employees in this department are difficult to get off work. So as to mobilize the enthusiasm and initiative of employees in a humanized management way.

Second, strengthen the training of employees.

According to past experience, in employee training, we focus on cultivating employees' service awareness and skills, as well as job responsibilities and requirements. This year, we actively responded to the "principles and policies of building an environment-friendly green hotel" advocated by the hotel, formulated the "green environmental protection implementation measures" on the basis of the original training plan, and strengthened the training courses for new employees. Call on employees to strive to minimize the cost of guest consumables, and ask employees to form the consciousness of "I contribute to the green hotel" in saving water and electricity. Spread energy-saving and consumption-reducing measures "from small to large, from point to surface". Starting from the actual situation of the hotel, efforts are made to achieve energy-saving and consumption-reducing measures.

Third, the existing problems and corrective measures

In the past year, although I tried to do my job well, I didn't have enough theoretical knowledge about service and management. The work is not innovative enough. I don't pay enough attention to the details in my work. Only pay attention to the quality of work, and have less requirements for work attitude and work style. Strive for more support from superiors, cooperate with colleagues more and deal with problems less. In view of the problem, I will strengthen theoretical study and further improve my own quality. Innovation at work. Change the thinking of work and concentrate on solving various problems in work. Take excellent measures to ensure the quality and quantity of the work. Strengthen the supervision and training of employees. Communicate with colleagues actively, adopt your opinions and solve problems together.

I sincerely thank the leaders for their support, supervision, guidance and personal help over the past year. I will conscientiously sum up experience, carry forward achievements and overcome shortcomings. Work with team members with full confidence and enthusiasm: work hard, innovate and make due contributions to the development and growth of the hotel.

Hotel year-end summary report model essay 3

Since I entered the work, I have made great progress and gains in both thought and management under the careful training of superior leaders and through my own continuous efforts.

During work. Lead by example, lead employees to make progress, solve difficulties and take work as their own responsibility. Taking facts as the basis, efficiency as the criterion, down-to-earth and down-to-earth work, all work has different difficulties. I have the courage to face the difficulties. I want to be impressed by the attitude of "knowing that there are tigers in the mountains and leaning towards the tigers", turn the problems into motivation, and grasp the profits from internal management. Strengthening financial management, reducing costs and obtaining greater profits are the starting point and destination of strengthening catering management. Establish raw material procurement plan and approval process, and the management personnel of the food and beverage department should formulate periodic raw material procurement plan and refine the approval process according to the operating characteristics of hotel catering. If raw materials enter the kitchen directly every day, the purchasing quantity of raw materials for the next day should be made according to the operation situation of the day and the existing storage capacity of the warehouse, and the executive chef should check and audit it. Swallows, wings, abalone and other important raw materials. Two-level control should be carried out, which should be declared by the chef, reviewed by the food and beverage director and reported to the general manager for approval. Reduce unplanned purchases. Unplanned large items must be submitted to the general manager for approval.

In order to better improve management, the following measures have been taken:

First, advocate the scientific management of employees.

Improve and realize the standardized catering cost accounting system. Perfect by using advanced computer system. For example, the logistics system we used before can scientifically manage procurement, acceptance, inventory, standard menu, cost accounting, supplier communication and so on. At the same time, we should also pay attention to the application of existing software system functions. For example, the existing NCR system can regularly do guest consumption analysis and dish sales ranking. Provide useful data for strengthening cost control. Raise the awareness of employees. It is a direct and effective controller of staff costs and expenses in all work links and positions. All the staff form a comprehensive cost management team from top to bottom, forming an artificial hotel atmosphere, stressing efficiency everywhere.

Second, establish a restaurant case collection system to reduce the probability of customer complaints.

This year, the Food and Beverage Department implemented a food and beverage case collection system in restaurants to collect complaints from restaurant customers about service quality and product quality as an important basis for improving management and evaluating the management level of department managers. Restaurant managers analyze and summarize the collected cases and put forward solutions to the problems, so as to make management more targeted and reduce the probability of customer complaints.

Third, cultivate employees' service consciousness and improve their comprehensive quality.

In order to cultivate employees' service awareness and improve their comprehensive quality, this year we have carried out training on catering service awareness, employees' mentality, five disciplines for service personnel, employees' etiquette and politeness, and wine knowledge. These training courses have improved the service consciousness, service mentality, professional service image and catering professional knowledge of grassroots service personnel. At previous sessions since April this year,

Fourth, optimize training courses and improve management level.

Adjust and optimize the course to make it more targeted and effective. The main optimized courses are: customer complaint management, basic etiquette of catering staff, how to transform campus people into enterprise people, customer satisfaction management, how to effectively manage employees, employee psychological training and service staff. The newly opened courses are: time management, six routine management methods of catering, food safety and nutrition. Among them, "Six General Management Methods of Catering" will be specially trained as the main course of the year, and the daily management will be closely combined with the learned content to comprehensively promote catering management.

In a blink of an eye, the period of rapid progress in my work appeared. I have always made full use of the "single-minded" attitude and fought side by side with the cooperative spirit of the group to make the enterprise develop rapidly. In the future management work, I will continue to work hard, challenge myself, further improve the management level, and work hard to build a learning-oriented excellent catering service team!

Model essay on hotel year-end summary report 4

Starting from unity, Vientiane will be renewed. In the past year, under the decisive and correct leadership of Sun Zong, the group company, and Vice President Ma, who is in charge of the group, and through the joint efforts of all hotel staff, the hotel keeps pace with the times, actively adapts to the market demand, completes the renovation and renovation of rooms from the 6th floor to the 30th floor, and creates better operating conditions. The competitiveness of the hotel has been further improved. At the same time, the hotel emancipated its mind, made progress in exploration and development, and achieved remarkable results.

The past year has been an important year for our hotel to adhere to quality construction, enrich management connotation and improve management level. Over the past year, we have closely focused on the annual business objectives and tasks, mainly "grasping one center, realizing two highlights, and doing a good job in guest room capital construction". Grasp a center: that is, firmly grasp the center of marketing, and all staff carry out various work with marketing as the center. The staff of Fumandi Hotel are salesmen, propagandists and waiters. In particular, our marketing department, foreman and hotel managers above the head have a strong sense of marketing and service, stabilizing old customers and constantly exploring new customers. Two bright spots have been realized: the occupancy rate of hotel rooms and the dining rate of restaurants have been realized.

The average daily occupancy rate of the hotel is 765,438+0%, the average annual room rate is 265,438+00 yuan/room, and the total annual income is 65,438+039,265,438+06520 yuan, including room income of 65,438+008,583, 390 yuan and other income of 306,000 yuan. Moon cake sales 16 100 boxes, payment 1853 150 yuan, task completed 100%. The hotel has embarked on the track of institutionalized and standardized management; The continuous improvement of marketing and customer service has not only achieved good economic benefits, but also enhanced the visibility and reputation of the hotel in Nanning. These gratifying achievements are the result of the efforts of all the hotel staff, and they are also inseparable from the strict management of the hotel general manager. Clear management system, adhere to the daily morning meeting, weekly meeting, monthly summary, solve existing problems in time, praise advanced, clarify the next work focus, improve service quality, achieve personalized and humanized service, and improve the rate of customers returning. Vigorously promote the transformation of hardware facilities and the personalized construction of core products, overcome the pressure and test of increasing business volume, increasing income and increasing costs, and maintain stable operation.

The steady development of business in 2000 mainly benefited from adhering to and grasping the following main lines of business work, and achieved the following results:

(A) the implementation of hardware transformation, the business look brand-new.

From 20 to 2008, quality construction focused on pursuing excellence and creating friendly services, and paid more attention to functional innovation of core products and hardware. The room has been renovated and rebuilt, and the comfort and personalized construction have been strengthened. During the renovation project lasting for half a year, the hotel did not close down because of the renovation project. Such renovation and operation are correct, forming a unique management style and quality advantage of the hotel, which will surely bring good expectations and prospects for the further development of the hotel in the future.

(2) Make the hotel brand bigger and stronger, strive for perfection and achieve fruitful results.

Striving for a first-class hotel and building a first-class brand is our hotel's unshakable development purpose and business philosophy in the past year, which has always been implemented and grasped in management. It has enhanced the management image of the hotel and established a good business reputation, which proves the necessity, importance and correctness of our development idea of building a high-quality hotel and becoming bigger and stronger. The results are inspiring and even more encouraging.

(C) to create a quality service brand and improve the overall service level.

Meticulousness, humanization and affection have always been the core content of our hotel service quality construction. For example, the LED rolling subtitles in front of the store broadcast the new preferential policies and special room information of our store for 24 hours, so that guests can know the latest activity information of Fumandi Hotel in time; Exquisite posters, shelves and other publicity materials were set up in the lobby and elevator car of the hotel, and how to apply for the membership of Yihua International Hotel and the preferential policies enjoyed by members were introduced in detail, so that customers could understand Yihua International Hotel and the preferential policies of members, and finally apply for our membership card and become members of Fumandi Hotel. Actively contact the well-known online booking websites, reach an agreement, sign a house selling agreement, maximize the realization of online house selling, and improve the occupancy rate and network visibility of our store while expanding the brand awareness of Lianhua. On the traditional Mid-Autumn Festival in China, members' moon cakes are carefully prepared and presented to the distinguished guests of our hotel, so that every member friend who travels around the world during the festival can feel the warmth of home, the care of Yihua International Hotel and the corporate culture of Yihua International Hotel, and truly do everything for the guests, all for the guests and all for the guests. During the Christmas period, the interior hall of our store was newly renovated and decorated with Christmas ornaments, which created a strong Christmas atmosphere and made guests enjoy their stay in Yihua International Hotel. In order to create a hospitable and sincere hotel atmosphere and build a harmonious inter-guest relationship, a good service atmosphere has been basically formed through extensive organization, launch, publicity, guidance and supervision, and the staff's friendly service consciousness has been enhanced. Encourage managers and employees to actively adapt to the new changes and new requirements of the new standards and improve the service and management level of hotels under the new situation. Create a fine service brand, pay more attention to the quality construction of employees, and enhance and improve the professional service knowledge and fine service consciousness of employees through the three-level training system of hotels, departments and teams and various training methods and carriers; Promote service innovation, refine traditional service brands, and the service quality is increasingly showing family charm and humanized taste, which embodies the refined service characteristics of five-star hotels and has been affirmed and praised by guests.

(D) Caring for employees' lives, enhancing the cohesion of employees.

Employees are the precious wealth of the hotel and the source power to promote the development of the hotel. In the past year, we paid more attention to the core role of employees in the hotel, created various conditions to improve employees' lives, enriched employees' culture, enhanced employees' sense of belonging to the hotel, and created harmonious labor relations. I arranged several symposiums for employee representatives, sincerely listened to employees' opinions and demands on enterprise management, enterprise culture and logistics life, and tried my best to solve them. The hotel attaches great importance to the problems raised by employees, such as poor taste of rice and frequent eating of uncooked rice, and requests Vice President Ma of the group to approve the purchase of large-scale rice cookers, so that employees can eat delicious rice, care for employees, and pay attention to creating a hotel atmosphere of mutual help and make greater contributions to the hotel.

(e) Deeply tap the business potential and improve the quality and efficiency.

From 20 to 2008, the total business volume and business tasks of the whole store were heavy, but in the face of difficulties and challenges, all departments thoroughly implemented the annual work spirit of the hotel, focused on "tapping potential and increasing income", made a fuss about improving product competitiveness, devoted themselves to reducing costs and increasing efficiency, exploring new ideas, being innovative and enterprising, constantly tapping business potential and expanding growth space, and successfully completed the reception of foreign guests in Nanning ASEAN, which was well received by foreign guests. The annual achievement139120,000 yuan.

(6) Tightening the string of safety production and solidly promoting safety management.

In 2000, we will continue to pay close attention to the work of safety in production, with the goal of ensuring safe operation, taking the prevention and elimination of hidden dangers as the main line, focusing on the implementation of the responsibility system and safety supervision, and taking the investigation and management of hidden dangers as the breakthrough point, and thoroughly implement various measures for safety in production: according to the new star rating standards, we have formulated and improved emergency plans such as fire fighting, fire emergency evacuation, food hygiene poisoning and sudden public safety cases, and improved the level of safety management and response; Strengthen the safety inspection before the National Day and other major holidays, implement the duty system for safe production, and strictly prevent and control accidents; At the end of the year, a general meeting of all employees will be held to provide fire protection training for all employees, so as to continuously improve their safety awareness and prevention skills.

The above is the result of 20 years' work, and it is the crystallization of all employees' unity, hard work, forge ahead and make great efforts.

After a year's work from 20 to 2008, through the concerted efforts of the whole store in Qi Xin, the achievements are major. 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 five-star hotels, the obvious problems and the necessity of rectification have been urgently put on the hotel agenda.

1. The service quality needs to be optimized. From the inspection, it is found that some employees in some departments or positions are not polite, the reception service is poor, and they are not flexible in dealing with emergencies. In addition, careless cleaning also affects the service quality of the hotel.

2. The facilities and equipment are not perfect. From the guest complaints, it is found that the air supply is not timely and the heating gas is not in place, which seriously affects the hotel operation, and the pressure of hot water supply is small and the water supply is slow, which affects the hotel's economic interests. Equipment maintenance is not timely, which also affects the overall service quality of the hotel.

3. 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; Secondly, the hotel has not worked out a set of standardized, systematic and feasible "management mode".

20 years is coming, and we welcome it with confidence. The past year was also an ideal year for the hotel to achieve its annual revenue and profit targets. As we bid farewell to the old and welcome the new, Yihua International Hotel must have a new look in the new year. We can't stand still. We must blaze new trails and make our hotel bigger and stronger. There is no best, only better. Take the excellent hotels in the same industry as a reference, strive to catch up and realize the greatest improvement of our hotel performance! Strive for better results in the new year.

Hotel year-end summary report model essay 5

Unconsciously, I have been working in this hotel for half a year. From the beginning to the present, I believe that apart from my own efforts and efforts, I also have the training brought by leaving the hotel and the support of the old staff and leaders. I have learned a lot in half a year, and the well-known business motto "the customer is always right" has been brought to the extreme here. In order to achieve certain financial goals, hotels should not only meet the material needs of guests, but also meet their spiritual needs. Therefore, as hotel operators, we often meet the requirements of our guests as long as it is unethical. Therefore, from the beginning of induction training, employees will be instilled with: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I have always believed that customers are God, and I have always tried my best to make my service to the extreme.

The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping guests with service needs, telephone transfer and other services. At the front desk of the hotel, the work is divided into three classes: morning shift, middle shift and all-night shift. One of them is a full-time cashier, and the other two allocate the rest of the work according to the actual workload. This arrangement is relatively loose, and one cashier can be assigned, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.

First, strengthen business training and improve their own quality.

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 the focus of our hotel. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.

Second, strengthen my sales awareness and skills to 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 promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has increased. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more occupancy.

Third, 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.

Fourth, consider how to make up for the mistakes of colleagues and departments, ensure that guests check out in time, and make guests satisfied.

The cashier at the front desk is the last department that guests contact before they leave the hotel, so they usually complain to us about the hotel service when they check out, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me.

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