Hotel Personal Year-end Summary (Personal Synthesis)

How time flies! It will be the end of the year in a blink of an eye. The new year is coming, and the year-end summary will follow. The following is my personal year-end summary of the hotel for your reference only. Welcome to read this article.

Hotel Personal Year-end Summary Personal General (1) At the end of the year, all walks of life are making year-end summaries, and the hotel service industry is no exception. Now I will summarize my work as a hotel waiter as follows:

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 stress team spirit, and it is the same in xx. 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.

Hotel Personal Year-end Summary Personal General (2) Time flies, and 20xx years have passed quickly. During this year, under the guidance of the correct operation of the company, the hotel management department carried out the management work of the department with the concept of "high efficiency, innovation and service", successfully completed the tasks assigned by the company and won the praise of the guests many times. The work this year is reported as follows:

First, strengthen business training and improve service level.

Every employee of the hotel is the window and image of the hotel. An employee's work attitude and service quality can truly reflect the service level and management level of a hotel. As a four-star hotel, we pay attention to the quality training of employees. Including reception etiquette, sales promotion skills, language skills to answer the phone, etc. Think about what customers think and worry about what customers are in a hurry. Through training, employees' business knowledge and service level have been significantly improved.

Second, strengthen employees' sales awareness and skills.

The two floors in charge of the management department are mainly the leisure activities area of customers. Therefore, according to the market situation, the hotel has launched a series of promotion programs. According to the customer's needs, the receptionist carefully explained the preferential activities such as rooms, gyms and cafeterias. This not only exercises the sales skills of employees, but also greatly increases the number of individual customers at the front desk and the occupancy rate. The utilization rate of other entertainment facilities has also increased.

Third, pay close attention to hygiene quality and create a clean, beautiful and comfortable environment for customers.

The image of the hotel is not only high-quality service, but also reflected in the nuances. Only by cleaning all parts of the hotel and keeping it clean and hygienic can customers feel at ease and comfortable. Therefore, we have introduced relevant measures in health management to refine the work, starting from rooms, halls, restaurants, gyms and Internet cafes, leaving no dead ends and stains to ensure that guests are clean wherever they go.

Four. Shortcomings in work and future plans

Although hotel management has achieved good results this year, we are deeply aware of our own shortcomings, which are as follows: First, we still lack some flexibility and initiative in service; Second, individual new employees are not skilled enough; Third, sales and health work need to be further strengthened.

In the future, our management department will unite as one, under the correct leadership of the hotel, around the hotel's annual mission objectives, with full spirit and high morale to provide every customer with the best quality and most efficient service. Specific measures are as follows:

1. Continue to strengthen staff training, starting with service etiquette, reception skills, sales skills, etc., and cooperate with business departments to do a good job in sales tasks next year.

2, continue to implement the responsibility system, pays special attention to the health supporting services, for the purpose of customer satisfaction, strengthen the supervision and quality inspection of on-site management personnel, gradually improve the service methods of employees in various departments and improve the service level.

3, comprehensive coordination, cooperate with various departments to complete the work better. The management department should do a good job in organizing and coordinating all departments of the hotel. Let them give full play to their due departmental functions, so as to strengthen the cooperation ability of departments and provide customers with quality and satisfactory services.

20xx carries many people's dreams. When I enter the new year, I hope I can gain something in my work, give full play to my advantages, avoid my disadvantages and learn more experience in my work. I hope that the work of the department can be further improved on the existing basis. In 20xx, my department and I will thoroughly implement the purpose of "guests first, service first", do a good job in management and actively establish the brand image of the hotel.

Personal summary of the hotel at the end of the year (III) Over the past year, under the guidance of the Office Affairs Bureau and the specific leadership of Director X of the reception center, the hotel has earnestly performed its service responsibilities and creatively carried out reception work around the work center, winning unanimous praise from most guests, colleagues and leaders, and successfully completing all tasks assigned by the leaders. At the same time, individuals have also made some achievements in different aspects, mainly in the following aspects:

I. Raising awareness

As a service work, the essence of hotel industry is to provide guests with high-quality and comfortable dining and rest environment. Reception at the front desk is the first step of work, and it also represents the first impression of the hotel. The front desk service personnel must be highly aware of the importance of work, always keep in mind the service tenet of "guests first, service first" and "completely satisfying guests", always smile and receive guests from all directions seriously and humbly. Only by constantly improving the understanding of the importance of the front desk work can we do the front desk work well, and only by focusing on our own work and paying attention to every service link can we ensure the orderly and healthy development of all the work.

Second, work hard.

Over the past year, I have been diligent and practical in my work, strictly in accordance with the provisions and requirements of the front desk work, earnestly performing the duties of front desk service and actively carrying out various tasks. During work, I am on duty on time and never leave early, which ensures the normal business order of the reception center. Treat guests with courtesy, enthusiasm, friendly smile, patiently answer and accept questions and suggestions, actively coordinate and solve with relevant units in time, and properly handle complaints from large and small guests, which has been well received by the majority of guests. In the interaction with colleagues, I can unite and help each other, be friendly and harmonious, and properly handle various problems in my personal life.

Third, strengthen study.

At the same time of solid work, I insist on learning various cultural knowledge, mainly in hotel management, law, accounting and other aspects of a systematic and in-depth study. A person's learning ability can determine how far to go. Only by constantly learning from all aspects can we improve our work initiative and innovation and adapt to the ever-changing and developing hotel industry.

Of course, while summing up my achievements, I also have some shortcomings, such as my overall awareness and initiative, which need to be improved in the next step.

In short, at the end of 20xx, with the care and help of leaders and colleagues, I made some achievements. However, in the face of new situations and problems, I still need to stand at a new starting point, meet new difficulties and challenges, make persistent efforts, continue to earnestly perform my duties, constantly improve my professional level, and creatively carry out my work to contribute my own light and enthusiasm to the all-round development of the reception center.

At the end of the year, the hotel summed up the laughter and laughter of the individual GM (IV). The hardships and hardships along the way have sent away 20xx years and ushered in 20xx years full of expectations. Looking back on the X months when I first came to the hotel, I was both fresh and happy, and I was moved and grateful for X months. Although the time is short, it has gained a lot for me. Every day, every experience, everyone I met there. As much as I have studied in school for more than ten years, I am grateful to Li for giving me this rare learning opportunity and meticulous guidance, to Manager Wang for his meticulous care, and to all members of the General Department for their cooperation in work and care in life. The specific work is summarized as follows:

I. Work aspects

These days, I learned about the hotel's guiding principles, layout construction, division of departments, work distribution, personnel positioning and other natural conditions. The function of the general department is the office, which is an important department to contact leaders and employees. I am honored to be a member of this small group. Although it is trivial to collect meal tickets every day, it can reflect the rigorous and advanced management of our hotel. Quality inspection is necessary for any enterprise and an important guarantee department. As a service industry, quality inspection is the most important. Both the sanitary condition of guest rooms and the gfd of catering staff will affect the business development of our hotel. I only understood from the beginning that having a pair of eyes that see everything at this moment is a kind of progress and a great gain for me.

Blackboard newspaper is the window of our hotel's internal publicity. Publishing newspapers not only improved my writing level, but also enhanced my language expression potential. During the evaluation, due to the trust of General Manager X, I arranged two evaluation materials with the help of Manager Wang. I deeply felt my lack of language listing skills and logical thinking, and front-line service was the most rewarding place. Although hard and nervous, I learned the knowledge of tidying the room, opening the bed at night, and how to arrange it beautifully. Get to know the preferences of experts in the process of seeing them off, and feedback information in time for better service. After the evaluation, X month and X day will be held in xx, which is the most important thing for our graduates. I have been ready for a long time, but the floor attendant is really busy. I was very moved to see them forget to eat and sleep and work overtime. Although I am a student, I am also a hotel employee, so I didn't attend the job fair. I don't mean how great I am, but I am moved by such a group of United, dedicated and pragmatic people. Dedication is selfless, so warmth and passion are fiery, so they shine. This is the wealth and growth capital of the enterprise!

Second, learning experience.

Xx International Hotel, as the business place under the institution, has its unique advantages. From the management system to the scale of development, it has become a leader in the same industry. The overall quality of employees has also been affected in this specific atmosphere of the university. Leaders can be far-sighted, explore external markets, consider the interests of employees, and have the concept of knowing the overall situation and taking care of the overall situation. Although this is a new enterprise, it is also a dynamic and creative enterprise. Every day here, I can

However, the development of things has two sides. As a new enterprise, under the impact of the wave of market competition, it is bound to show its own weaknesses and contradictions. As long as we find a solution to the problem, we will become better if we go up a storey still higher. Competition is also the biggest driving force for enterprise development. The key is to master the skills of avoiding competition, enhance the sense of innovation, dare to break the traditional concept, management concept and management innovation, and gradually move closer from market-oriented to people-oriented management mechanism, thus shaping a brand enterprise with unique characteristics.

How much enthusiasm, how much complacency, how much youth and frivolous, how much laughter and laughter have all ended in yesterday's diary, but the next year will take this day as the starting point, and new goals and challenges will be improved. In the new year, we should continue to work hard, report hard, study hard and sum up hard. Finally, I wish our hotel galloping in the clear sky and all the managers.

Personal summary of the hotel at the end of the year (5) The security department reviewed the past year with the concern of hotel leaders. With the cooperation of various departments, some work has been done in strengthening hotel safety management, perfecting category system, carrying out safety patrol inspection, building service brand and organizing learning.

First, further improve and perfect the security system.

1, organize the implementation.

According to the needs of hotel security and fire protection, since I took over the security department in xx. A fire prevention Committee was set up. Now that personnel have changed, the fire prevention Committee has been readjusted. The general manager is the director of the Fire Prevention Committee, the deputy general manager is the deputy director, and the managers of all departments are members. According to the principle of "who is in charge, who is responsible", the three-level safety management target responsibility book is implemented.

2. System implementation.

Proceed from the actual situation of the hotel to ensure the safety of the hotel. A set of safety prevention system has been established, so that the public security, fire fighting and safety work can be truly rule-based and evidence-based. For this reason, I have established a fire alarm and fire disposal plan, the post responsibility system for each key post, the duties of the gate post, the duties of the patrol post, the duties of the parking lot, the emergency defense order, and the files of key fire posts. At the same time, the guest information registration system stipulated by the public security bureau and the police station shall be implemented, so as to register carefully and upload it in time.

3. Implement publicity and education.

Only by strengthening employees' awareness of fire safety can fire safety and safety work be deeply rooted in the hearts of the people. We carry out fire safety publicity, education and training for employees in a planned and multi-form manner. Since the beginning of this year, our department has trained employees how to use fire extinguishers xx times, participated in fire safety knowledge examination xx times, watched fire safety video materials xx times, and distributed fire safety knowledge to various departments and rental units for publicity. Make employees understand the basic measures and methods of fire prevention, and improve the vigilance of fire prevention.

Second, ensure the safety of the hotel. Implement safety inspection

Carry out the instructions of the general manager and department of the hotel to emphasize safety measures at the morning meeting every Monday, Wednesday and Friday, and implement fire safety work. Arrange the contents of safety precautions and strengthen safety inspection. In view of the long time and heavy task in the renovation construction site of the restaurant on the second floor, key preventive measures were implemented and the number of patrol inspections was strengthened. During the months of renovation, I sent security personnel to monitor the site, and at the same time implemented the hot work approval system to ensure that no hot work was carried out without approval and no hot work was carried out without operation certificate, and the safety work was truly implemented.

Since the takeover, more than xx safety inspections have been conducted. Organize safety inspection xx times every half month, and at the same time, the safety inspection found xx unsafe factors, such as: 1, and the fire extinguisher expired. 2. The kitchen operation room is not equipped with a fire blanket. 3. Fire hydrants lack accessories. Wait for the situation. In view of the problems found, a rectification notice has been issued, ordering it to rectify within a time limit. Except for local fire extinguishers, the rest have been rectified.

Third, pay attention to learning and management and build a service brand.

1, organizational learning.

As a hotel, we should pay attention to service quality. The first is to catch people, grasp self-construction, and grasp the thinking and quality of employees. Only in this way can employees truly understand the purpose of service and implement the monthly xx safety meeting. Make full use of meetings to communicate with employees, dissect positive and negative cases, and instill the purpose of serving guests in our hotel. At the same time, employees who performed well in the meeting should be praised in time, and employees who performed poorly should be severely criticized. At the same time, it is necessary to educate employees to strengthen iron discipline, especially the employees in Damengang, who have a wide network of contacts. For example, on the day of xx this year, the foreman xx saw a guest parking at the gate and stopped at the door, blocking the way to the backyard, and told the driver not to park here. If it affects the traffic of other vehicles, you must stop here. If you talk to him again, you won't listen, you will only swear, and you will hit the foreman twice and kick him. The foreman never fought back and was taken away. At that time, the people in the opposite xx company were also very angry and told my supervisor why they didn't help your employees beat drivers. From this point of view, it is precisely because I often attend meetings and study, emphasizing iron discipline, so I can do this from the supervisor to the employees and be patient.

At the same time, the case was dissected: if I had the strength to fight back at that time, I strongly praised the foreman xx at all safety meetings. The mood will be balanced, but the loss will be greater, which will directly affect the reputation of our security guards at Damengang among guests and surrounding people. I even have a bad opinion of my security guard, because I have such a security guard, which is mainly the result of the education and training of hotel leaders.

2. Humanized management.

This department should pay more attention to the humanized management of employees. Only in this way can the employee be more motivated, and he can repay the enterprise with dedication in his future work. Strengthen the management of employees, which departments should always do.

Fourth, the quality of service.

1, damenggang service.

The service quality is good or bad, and Damengang is the forefront of the hotel's service for guests. It is related to the first feeling of the guests, so in order to ensure the quality of my service, we will implement it from the following two aspects:

To cultivate employees' dedication to the enterprise, first, organize employees to hold meetings and study regularly. Only in this way can the quality of service reach home.

The security service of Damengang parking lot, second, the quality of service. Command vehicle services and provide guidance when tourist vehicles come and go. Especially in cold weather, sun and rain, we always stand at the forefront of service and serve our guests.

Five-year or xx-year work plan

The Security Department welcomes the New Year closely around the concept of "new image changes". Highlight the word "change" and establish a new image of the security department. The general idea of annual work:

1, sign xx annual fire safety responsibility letter with all departments. Let everyone have a burden on their shoulders, let everyone feel safe and ensure the safety of the hotel. Ensure the safety of the hotel. It is necessary to ensure the safe operation of hotel fire protection.

2. Improve various rules and regulations. Ensure the fire safety of the hotel, be foolproof, adhere to prevention first, and combine prevention with consumption. Improve and abide by various rules and regulations from time to time, use system managers, set up safety inspection teams, regularly inspect hotels and surrounding places, find potential safety hazards, coordinate with other departments for rectification in time, and put an end to all safety accidents. Those who fail the exam are definitely not allowed to take up their posts. And organize a full-time fire safety training every quarter.

3. Cooperate with the Human Resources Department to conduct pre-job fire safety training and assessment for new employees. Building a learning organization. In view of the fact that department employees usually don't pay much attention to theoretical study.

4. Carry out learning and reading activities. Make a detailed study plan, change this habit of not studying, send more hotel information, or write the form of learning experience, and urge and encourage departmental employees to learn, especially hotel business knowledge. Do a good job of monthly, quarterly and annual inspection, achieve results and improve. Comprehensively improve the quality of department employees. Post erection, parking command, fire monitoring and security, two-month rotation.

5. This position should be rotated. All positions in the department. Change the past pattern of posts and personnel allocation, so that everyone can be familiar with and competent for the work of each post, and develop in an all-round way. Take the bottom elimination system for example. Tree image.

6. Strengthen internal assessment. Uniform uniform (with belt, epaulettes, cap badge, etc.). All employees in the department will wear clothes when they go to work, showing a new look. Combined with the assessment standards formulated by the human resources department, the employees of each department are assessed and eliminated at the end. Those with the lowest assessment score for three consecutive months will be laid off. Personnel supplement adopts recruiting high-quality retired X people. Learn good dormitory management experience.

7. Rectify the security dormitory. Drawing lessons from the management of military dormitory. Do it neatly, drive the management of the whole dormitory of the hotel and strive for a higher level.

Personal summary of the hotel at the end of the year (VI) Over the past year, under the correct leadership of the leaders, with the careful support and great help of my colleagues, I have fulfilled my duties as a floor attendant and successfully completed my work tasks, which has been well received by guests and colleagues and affirmed by the leaders. To sum up, I have gained a lot.

First, work overtime and finish the renovation as soon as possible.

The most important work of this year's guest room is the early decoration. Since receiving the notice 10, we have overcome many difficulties and carried forward the spirit of not being afraid of hardship and fatigue in order to put the new room into use one day earlier. On the basis of finishing my job every day, I worked overtime and fought continuously, and completed the indoor and outdoor sanitation work in the early, middle and late stages of cleaning, placing and decoration of new and old furniture in a short time, ensuring the decoration and timely rental of rooms.

Second, assist the department manager to do the daily work of housekeeping department.

In order to better assist the daily work of the department manager, the waiters began to implement regular day shift system this year. The implementation of this system means that waiters must take part in work every day, supervise and participate in various service work every day. Worrying, laborious and unpleasant work has been done, but there is no need to leave it behind. However, in order to live up to the expectations of the leaders and not affect the normal operation of the company, I work tirelessly every day. Except for a few days of sick leave due to injury, I have been taking part in the work. In this way, we will not have accidents on the second and third floors due to poor supervision or human factors.

Third, reasonably arrange the floor attendant's duty and shift work.

It is a very important link for floor attendants to change shifts and be on duty. In order to ensure that the waiters can do a good job in the company and don't miss things at home, we adopt the way that the waiters work with the day shift every day, so that the waiters can exercise their hearts, supervise every work of the waiters in real time, and try their best to do what they can't do and can't count on. Let every staff member devote himself to the service work with no worries and respond to the guests with a brand-new attitude every day.

Four, cooperate with the manager to do a good job of reception and arrangement, deal with the problems found in the work in time, and report the problems to the leaders in time.

As a waiter, the main job is to cooperate with the department manager to upload and distribute difficult problems. At the beginning of the business, all the work needs to be straightened out. My hand is still injured and I am involved in the reception work of the opening customers. There are many customers, some staying in hotels, some celebrating, many strange faces coming and going, and a large part of the staff are novices. I steadied myself secretly, tracked and reminded every staff member of every detail, and made careful arrangements to make the opening reception work go smoothly. The newly installed guest room has various maintenance problems such as water, electricity and telephone. Every detail is recorded in detail, reported to the manager in time, and solved quickly, without leaving adverse effects on new customers. At the same time, the expectations of employees will be reported to the leaders through normal channels in time, and the leaders are expected to solve them.

Five, do a good job in floor safety, fire prevention and hygiene.

From the first day of work, the company leaders have re-emphasized the safety issue, so the safety issue has always been the top priority of our usual work. Therefore, I emphasize safety issues in my work every day. Pay attention to the links in rounds. Cigarette butts on the bed, floor and carpet in the corridor are hidden dangers. The first question, of course. Secondly, in order to do a good job in hygiene, we have also made detailed arrangements: the system of "three cleanings", "three degrees" and "two inspections", including room hygiene, bed hygiene and bathroom hygiene. "Three degrees" means that the quilt has an angle, the furniture has brightness, and the working process has speed; The "two-check" system is that healthy people complete self-examination and ask the waiter to check it. Adhere to the "one-day check" system of vacant rooms, find existing problems in time and solve them in time, and strive to reduce omissions.

Six, set an example, supervise and inspect the floor service personnel to do a good job of service.

Setting an example is the key for me to do my job well, and it is also a magic weapon to convince people. Except for the daily change of every sky. In the general cleaning process, I have always been directly involved in cleaning. When I find unqualified procedures or incomplete cleaning, I will not only point out the problems, but also redo the demonstration myself so that the same mistake will not appear twice in the same person. In this way, new employees will quickly adapt to their jobs, and old employees can not only do their jobs well, but also bring any new employees. In our daily service work, we are almost responsive, answering customers' questions, guiding customers to open the door, guiding customers to use the facilities in the guest room, and even helping customers shop in the small supermarket at the door when they are not busy. The so-called big river has water and the small river is full. We expect to exchange our excellent service for the rapid development of the company. I hope our work will not be in vain.

Seven, do a good job in ideological work at the same time, do unity and friendship, help each other and make progress together.

Ideological work is the primary task of all work. Do a good job in ideological work, and its key work will be half completed. How can we make this small group with two or three floors achieve proper unity and give full play to the overall role of the small group? This work is a long-term and daily work. Our personnel are constantly changing and our structure is constantly adjusting. The information of ideological work is constantly changing. Understand their personalities, ways of speaking and living conditions in their daily work, so as to prescribe the right medicine. We always take the company's investment as the introduction, take the company's future development scale as the goal, and take the current global economic situation as the main example to talk about employment difficulties, good development prospects, and the benefits of the company are our own benefits. Make employees deeply understand from the ideological point of view, so as to seriously invest in their work.

Eight, earnestly perform their duties, and earnestly complete other tasks assigned by superiors.

We always finish all the work arranged by the manager strictly. Of course, we also report the requirements and expectations of employees to the superior leaders in a timely manner. I think only when employees are satisfied from the heart can they devote themselves to his work more enthusiastically and wholeheartedly. Only when employees respond to customers with physical and mental pleasure can customers really feel at home.

Over the past year, with the correct guidance of the two leaders and the joint efforts of everyone, the second and third floors have received foreign customers, sold rooms and earned RMB. Although the necessary economic benefits have been achieved, there is still a big gap with the expectations of leaders. In xx years, I will spare no effort to lead my colleagues to make persistent efforts, improve our service quality, improve our service level and comprehensively enhance the company's benefits. Create a new situation in service work.