Model essay on personal waiter's annual work summary

Waiters are usually responsible for welcoming and greeting customers; Provide various corresponding services; Answering customers' questions, what have you gained and lost in the past year? The following is a summary model essay of personal annual work of waiters compiled by me, for your reference only, and you are welcome to read it.

At the end of the year, all walks of life are making year-end summaries, including hotel service industry. Now I will summarize my work as a hotel waiter as follows:

Here I learn and advocate how to do a good job in quality service and master seven elements:

First, smile

In the daily operation of the hotel, every employee is required to treat the guests with a sincere smile, not influenced by time, place, mood and other factors, nor restricted by conditions. Smile is the most vivid, concise and direct welcome word.

Second, mastery

Employees are required to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their own business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If you want to be proficient in business, have a good training class, constantly sum up experience in actual operation, learn from each other's strong points, and be proficient in many things and provide handy service, which plays an important role in improving the service quality and work efficiency of ktv, reducing costs and enhancing competitiveness.

Third, prepare

That is, be ready to serve the guests at any time. In other words, it is not enough to have a sense of service, but also to be prepared in advance. Preparation includes mental preparation and behavior preparation, which should be done well in advance. For example, before the arrival of the guests, make all preparations and be in a state of being ready to serve the guests without worrying.

Fourth, pay attention

Is to treat every guest as "God" and not neglect the guests. Employees sometimes tend to ignore this link and even have negative service. This is caused by superficial phenomenon. When employees see them dressed casually, their consumption is low and they feel no style. In real life, the richer people are, the more casual they are about their clothes, which is their confidence; And clothes don't represent wealth at all. In this link, we must not judge a person by his appearance, but ignore the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that "guests are our parents".

Five, exquisite

Mainly in the service, we are good at observing, guessing the guest's psychology, predicting the guest's needs, and providing services in time. Even before the guest makes a request, we can do it for the guest and make the guest feel more cordial. This is what we call higher consciousness.

Sixth, create

To create a warm atmosphere for the guests, the key lies in emphasizing the environmental layout and friendly attitude before service, mastering the guests' hobbies and characteristics, creating a "home" feeling for the guests, and making them feel that staying in the hotel is just like returning home.

Seven. cordial

Hospitality is the virtue of the Chinese nation. When guests leave, employees should sincerely invite them to come again through appropriate language in order to impress them deeply. Nowadays, the competition is service competition, and the quality competition, especially in the hotel industry, is particularly fierce. The importance of service is self-evident. We use all kinds of high-quality services to form our own service advantages, in order to create higher customer satisfaction in the fierce market competition and make the hotel invincible! Every profession needs to talk about team spirit, and so does Happy Di. When business is busy, colleagues can understand each other, and Qi Xin can share the troubles. Usually, there are also difficult customers. If a person is in trouble, other colleagues will go up in time to mediate the dispute, so that the situation is no longer bad. Everyone has a clear division of labor and works actively, which truly achieves the effect of one hero and three gangs in action.

Usually, I will also chat with customers, learn about their favorite songs, and recommend new songs to satisfy customers. In this way, there will be more repeat customers, so that customers can recommend friends and increase the consumption rate. After that, I will also make some summaries, which will accumulate over time and make my service more acceptable and liked by customers.

As a service person, you will also encounter some setbacks and helplessness. Some people will think that a small logistics staff is insignificant, and some people will think that my career is low and disrespectful, but what I want to say is: All roads lead to Rome, I am happy to serve others, and I am happy to work here! I can be proud of this collective work. I think my career is like a watch. An hour hand that rotates on the surface can bring you time and joy, while the tiny part that rotates inside is hard to see, but it is essential.

Of course, there is no end to learning, and what we have learned must be applied to our future work. I hope leaders can make more efforts, colleagues can learn from each other, improve service efficiency in our future work, and strive to become an excellent service personnel. Let customers feel unusual happiness in the "Silver Capital Hotel World".

Personal waiter's annual work summary model essay (2) I have been working in this hotel for half a year unconsciously. From the beginning to the present, I believe that apart from my own efforts and efforts, I can't do without the training brought by the hotel and the support of old employees and old 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 a hotel operator, as long as it does not violate the law and morality, the requirements of the guests must always be met. 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 can be assigned to one cashier, 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. In the past six months, I have mainly done the following work:

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 conduct telephone language skills training, receptionist courtesy and sales skills training, and 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. Although the sword is good, it is not constantly sharpened, but "I don't know enough after studying hard."

Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward, let's fly high in the sky! Brothers and sisters of XX, work hard for our tomorrow!

Personal waiter's annual work summary model essay (3) Looking back on the past year, I gradually entered my role and working state. Although the work and tasks arranged by the leaders can be completed in time, there are sometimes some shortcomings in the specific work. Therefore, to keep yourself in good working condition, we must be strict with ourselves from all aspects and always have a sense of crisis. The market competition is so fierce that if we don't do our work wholeheartedly, we will be eliminated in the cruel competition.

Under the management system of the company, my work performance can not be separated from the trust and support of my superiors and the cooperation of my colleagues. This makes me devote myself to my work with the greatest enthusiasm. Although I sometimes encounter some difficulties in my work, with the guidance and help of the leaders and the support and cooperation of my colleagues, these difficulties are all solved. During this period, I gained some experiences, which are summarized as follows:

First, work and overall progress.

Ensure that all work is planned, implemented and summarized.

Second, make careful statistics on the sales situation of the business site and learn more about the business situation and methods of others in the industry.

In today's changeable and complicated night scene environment, the correlation between management system and events is far greater than any previous night scene competition era. As the saying goes, it is very important to know yourself and yourself, and to grasp the overall situation. When we try to adjust or position, we often make these things very detailed and systematic. But after looking at the venues of other companies, we will find that others have advantages besides shortcomings, which we don't have. It may be a small detail, but it is composed of countless details from small process to big positioning. It is in this detail that it is likely to become an important management factor at some point. If carefully planned, this evolution will develop in a beneficial direction.

Third, learn from each other's strengths, sum up experience and strive for faster growth.

The superior explains the arranged or important customers, receives them carefully, arranges them properly, and optimizes the service in detail. Details determine success or failure! Details exist in the process, and the concept of focusing only on results and not on the process is untenable. The importance of details varies with the process. Pay attention to the process, first, give full consideration to all kinds of details in the scheme. It is necessary to use favorable details to promote the change of the situation, and to prevent unfavorable details from affecting the reversal of the situation. Second, always be vigilant, gain insight into nuances, find subtle performances in the process as soon as possible, and identify signs of unfavorable details. Make timely changes and adjustments according to the development of the situation. This is something that night professional managers have to sit down and calmly consider in the night when they are feasting.

Fourth, standardize management.

Sometimes employees will make some small mistakes when they are busy, which will affect the quality of service. In daily management, the mode of giving priority to education, supplemented by deducting points, strives to make employees consciously realize their mistakes and consciously correct them. Sometimes you can forgive employees for making mistakes, but you must know why they made mistakes, and you must not make the same mistakes again next time. Then, by meeting and summarizing, let others pay attention to the reasons and details that lead to the mistakes, so as to learn lessons and avoid making the same mistakes many times.

Five, lead subordinates, clear division of labor, clear responsibilities, close cooperation, put all the work in place.

These are the management principles and methods that we have been trying to adhere to for a year, but there are still some shortcomings this year. If there is not enough flexibility in the work, the method of handling things is sometimes not flexible enough and lacks skills, which should be strengthened. In the next work, I will strive to improve myself, learn from my colleagues around me, implement the company's resolutions more seriously, and be a good assistant to the leaders. Please give your valuable suggestions, and I will make persistent efforts in my future work. Strive for a more satisfactory performance in the coming year.