6 general hotel annual work summaries in 2023

2023 Hotel Annual Work Summary 1

In March 20xx, I conducted a one-year internship at the Railway Building. After all, this internship This is my first time to step into the society. Facing the gorgeous halls of nobles and the neat and orderly work, do I know what kind of challenges I will face?

First, the initial gains

I remember that after three days of short-term training in the office, we basically mastered the basic overview of the hotel and what we should know and do, and then we were assigned to various positions. I was assigned to the sole kitchen. After getting familiar with the general situation of this department, I started to study with the master. Some of the theoretical knowledge in books that I have learned in school will be really applied in practice. However, I believe that as long as we take it seriously, there will be unexpected things. Harvest!

The first time I was a guest was a wedding banquet. I was really timid at the time and did not dare to ask the guests’ requirements. Later, the chef and the supervisor told me that I must let go of my fear and take the initiative. To do it, the most important thing is to be diligent! Just be diligent and think quickly. Later, every time a guest came to eat, I would take the initiative to greet him, serve him enthusiastically and thoughtfully, and use the most sincere words. Greeting guests with a smile makes me more confident! Maybe I will encounter troubles like this during my internship in a hotel. All kinds of guests will encounter them. The key is to see how I treat them. I think as long as I use a With a sincere and motivated heart, no matter what kind of ups and downs I encounter, I will overcome it!

I still remember that the hotel organized a keynote speech on my shortcomings at work and how to correct them. I have always been I didn’t dare to express my feelings. I didn’t dare to express myself even during a simple self-introduction. Later, with everyone’s encouragement, I gave a speech. I was really nervous when I gave the speech, but when I saw my classmates speaking for me While shouting for help, I mustered up the courage to carry on the speech to the end! At that time, I no longer cared about the result, because at that moment I felt that I had defeated myself and finally took the first step, which was my own. The stage, no matter what difficulties I encounter in the future, I will not be afraid because I believe in myself!

Second, comprehensive learning in Chinese restaurants

In the Only Kitchen In this year, I have come into contact with a wider range of people. I have known my parents since I was born, went to school, met teachers and classmates, and now that I have arrived at the Railway Building, I have met colleagues, leaders, and familiar guests. , with deeper contact, I feel that there are more strangers than people I know, so it is impossible not to deal with strangers. People live in a circle of interpersonal relationships in this world. So I gradually realized that if you want to work well in a hotel, you must have a few things:

First, you must have good quality, a certain cultural foundation, and a certain amount of work experience. Work hard and be meticulous.

The second is to be diligent, organized and clear-headed.

The third is to have certain management capabilities.

The fourth is to be capable and deeply loved by leaders and guests. If you can really do the above points, I think you may be an excellent junior manager. There are still people living in society who cannot express themselves too much.

In fact, as long as you treat everyone or everything around you with a warm and sincere heart, you will have a clear conscience.

There are many things to learn in the hotel, such as table manners, dealing with guests, and how to face the different requirements of guests as a three-star waiter. In a Chinese restaurant, there is relatively more exposure to this knowledge compared to other departments. When we serve a table and watch the guests take their seats, we will learn a little bit about some polite words and some toasts. There are also some more important things that are the interactions between people, which is the so-called behavior of others. , we must know how to respect people.

When I first came to the hotel, the people I came into contact with the most were my classmates, and later Director Liu. There was a book called "Don't Just Do What I Tell You, Do What You Need to Do", which to some extent gave me The answer is: People who can meet the ultimate expectations of leaders often have better career development prospects. Nowadays, there are more introverts, and most of their focus at work is to find ways to perfectly complete whatever the leader assigns them. In fact, after staying in the hotel for such a long time, I feel that not only must they complete the tasks assigned by the leader, When it comes to your own affairs, you should also actively consider problems from the leader's perspective. This will not only solve the problems that the leader thinks of, but also actively help the leader think of answers or solutions.

Therefore, if you want to truly gain a foothold in society, you must learn to be proactive. During the internship process, I saw those passive people being looked down upon by the leaders, just like some activities organized and promoted in hotels or some large enterprises. In addition to actively responding to calls and calls, the more important thing is to combine them with practice and immediately In terms of implementation, some people do whatever they are told without any sense of independence. Such people will never get the attention of their leaders, and they will not have much potential. When some problems arise, if you have good opinions, you can take the initiative to put them forward. Don't keep them in your heart and not say them. That means you don't know how to seize the opportunity, and you will be in a very small position. Also, you have to be careful about how you do things. Just like in a hotel, you shouldn't talk too much in front of your boss or colleagues. That will also devalue your own worth. You have to be pretentious in everything. Maybe that's how you are as a human being. Train yourself.

2023 Hotel Annual Work Summary 2

It has been more than a year since the hotel was put into trial operation. With the efforts of superior leaders and colleagues, the hotel has gone from trial operation to opening to Now it is operating normally. All colleagues have put in a lot of sweat and passion, and have also achieved good results. The work of this department is summarized as follows:

1. Business:

Since September 30, 20xx, the room occupancy rate has increased from 39.93 to 388.26 yuan. With the continuous improvement of facilities and equipment and the continuous improvement of services, as of September 30 this year, the room occupancy rate has increased to 82.38, and the average room price has increased to 411.76 yuan; guests mainly come from government departments, large state-owned enterprises and institutions, hotel members, and individual travelers There are fewer guests staying in hotels, long-term stays, online bookings, etc., resulting in more fluctuations in hotel occupancy rates and room rates.

2. Personnel:

Due to the small local population in Wuhai, the enterprises are mainly state-owned enterprises. Recruitment of hotel employees is difficult, which reduces the quality of recruitment; the overall cultural level of guest room employees is relatively high, they are older, and their relative understanding ability is poor. Additional staff have always been in short supply. Since March 20xx, the continuous increase in guest room occupancy rates has led to an increase in work intensity, which has slowed the improvement of work quality. In August and September, the room occupancy rate reached a new high, and many employees were exhausted. It is also very regrettable that the quality of work has been slackened and the requirements for ourselves are not strict. In the near future, we will try our best to make everything "open, fair and just" for every employee, and provide internal rewards to employees who have done well, and provide employees with good performance. Employees who are not in place will be punished according to the system, and all employees can work with sincerity. Recently, the hotel personnel has added some temporary workers from the opposite school, which has played a necessary role in the shortage of personnel. This department will increase supervision and inspection of new and old employees and strive to improve their work. quality.

3. Staff training and customer service:

1. Courtesy and etiquette:

Standardize the service terms in each district and position to improve the quality of customer service . In order to reflect the professionalism of the hotel staff, we organized multiple trainings for employees to address the non-standardized and inconsistent service terminology of various positions in the housekeeping department, as well as the shyness and low quality of some employees. . Standardized service terms, polite service to customers, etc.

2. Business skills:

Conduct training for employees in different positions on different types of work. Regular training of one hour per week, such as "Waiter Making Room Procedures", "Collection and Delivery" Procedures for Returning Guests' Clothes," "Standards for Foreman's Ward Rounds," "Carpet Cleaning for Pampers," "Procedures for Knocking on Doors when Entering a Room," etc.; and occasional case analysis training to improve employees' standardized service work. Provide standardized services to guests.

4. Hygiene:

In order to ensure the quality of guest room sales, bedding is changed once a day for each guest, and towels are changed at any time according to guest requirements. Strictly implement the "three-level ward rounds system". The hotel's main revenue comes from guest rooms. When working in guest rooms, the first thing to bear the brunt of is how to make the guest rooms a qualified product for sale, which includes room hygiene, facilities and equipment, items, etc. In order to effectively improve the guest room quality pass rate, our department strictly implements The "three-level ward inspection system" includes self-examination by employees, general inspection by foremen, and spot inspection by supervisors and managers, ensuring checks at all levels.

PA staff are required to divide public areas into areas, assign responsibilities to people, carry out fixed posts, regular cleaning and irregular inspections to ensure thorough cleaning and strive to minimize omissions.

5. Item equipment and maintenance:

The hotel opened with insufficient investment in linen, coupled with the number of damage, compensation and other factors during the opening, resulting in a serious shortage of linen, plus the laundry factory washing Failure to do so in a timely manner further increases the difficulty of work on the guest house floor; since the equipment used in this department is purchased from other places (such as vacuum cleaners, carpet cleaning machines, crystallizers, etc.) and is not maintained in a timely manner, equipment problems occur to varying degrees. , thereby reducing the service life of the machine and increasing the cost. The above issues will be reported to the relevant departments for processing.

6. Energy saving:

Employees are required to do a good job in saving, and the lights are turned off when people leave. Strict requirements are set for employees to use elevators, "implementation of "three on top, four on bottom" ". When washing the bathroom, use a spray bottle and a high-detergent, low-foaming detergent to reduce water use. Make the best use of work tools and office supplies.

Work plan:

Based on the work in October 20xx, under the leadership of superiors, we will continue to do a good job in all aspects of guest room work, carry forward the good work style, and make up for the deficiencies in the work. At the local level, we should reasonably plan, arrange and summarize the work, explore all the positive factors, formulate measures, and do a good job in all the department's work. We will never reduce efficiency due to insufficient department work, and do our best to complete the tasks and indicators assigned by superiors. , the existing plans include:

1. Supplementary work to increase the number of staff in guest rooms.

2. Further improve the quantity of linen equipment to ensure reasonable operation of linen.

3. Focus on following up on customer service work to provide standardized services, and further provide personalized services on standardized services to reduce and avoid complaints and improve guest satisfaction.

4. Increase efforts to train and improve the quality of employees in all aspects, provide more appropriate services, formulate more flexible and effective measures, retain existing customers, attract new customers, and drive good benefits .

5. Pay close attention to health work and make it a priority to follow up.

6. Continue to follow up on the maintenance of the project, including unstable telephone and network, detached and damaged wallpaper, improvement of air conditioning power supply, refrigerator cooling, etc.

2023 Hotel Annual Work Summary 3

I was appointed as the head of the guest room department of the hotel by the relevant leaders, and I discovered the following problems in three days:

1. Health management.

1. When cleaning the guest bathroom, you do not follow the regulations and use a bath towel to wipe the toilet floor in the bathroom.

2. Wring the dirty water from the rag onto the carpet at will.

3. The garbage from cleaning the room is not handled according to the regulations and is placed directly at the entrance of the guest access stairs

for convenience, causing dirty water to flow to the floor.

4. The electrical machine room next to the item room is randomly piled with debris and is in a messy state.

5. The housekeeping staff arbitrarily occupied hotel resources and randomly piled collected waste in the stairwell,

covering an area of ??about 7 square meters. It's like a temporary waste collection station.

6. There are dust and stains on the door head, door panel and ground wire.

7. Personal belongings in the linen room on duty are arranged in a messy manner and hygiene is poor.

8. The guest room ‘Mahjong’ was not cleaned and disinfected. (The reason is that guests still need to use it anyway)

2. Room attendant quality training and business operations;

1. Making loud noises and making private calls during working hours, affecting guests’ rest.

2. Improper use of consumable items and cleaning products, and poor dosage control, resulting in unnecessary consumption.

3. The mental state is not good during work hours, and employees generally complain about physical discomfort, headache, dizziness, and upset. (It is very likely that it is a symptom of menopause and you should pay more attention to it!)

4. The wardrobe door panel is unclean and contains floating dust.

5. The beds are stacked unevenly and are unqualified.

6. The mouthwash cups in some guest rooms do not have paper covers in accordance with regulations. Sloppy work.

7. The vacuum cleaner did not follow the work truck, and the work truck was not placed in place and blocked the door of the guest room, which was not in compliance with the standards.

8. The carpet has black spots and debris and cannot be vacuumed every day.

9. Not having a correct work attitude, disobeying superiors’ arrangements, shirk work, complaining too much, or even deliberately contradicting others.

10. Being rude to superiors, gossiping, plotting to exclude dissidents, the circumstances are serious.

3. Summary;

Only by being proactive at work can we provide customers with quality services. Attentive service and clean and tidy rooms can gain a good reputation from guests. Therefore we should standardize our operations. Improve the professional level of service personnel, and develop rewards and punishments; establish a reward system for employees.

The purpose of rewards is to not only provide employees with psychological and material satisfaction, but also to motivate employees to work actively.

Establish a disciplinary system for employees;

The purpose of disciplinary measures is not only to promote employees' work to meet standards, but also to ensure the common and long-term interests of the hotel and employees.

2023 Hotel Annual Work Summary 4

In 20xx, all employees of the hotel security department worked hard under the correct guidance of the hotel’s superior leaders and with the strong support of various brother departments. Pioneering and innovative, effectively maintained the hotel's business order and ensured the safety of the hotel. Over the past year, our department has always focused on prevention and combined prevention and control as the guiding principle, and adhered to the principles of mass prevention and mass treatment, constant preparedness, building an image externally, and strengthening quality internally.

Looking back on the past 20xx, the hotel has always kept a clear head in terms of safety work, tightened the string of safety, and regarded safety work as the basic link of economic development. Talking about safety, asking about safety, and grasping safety, Mr. Zhao and Mr. Wei emphasized safety work many times at regular meetings. We must resolutely overcome paralysis and fluke mentality, always maintain a sense of crisis and urgency while walking on thin ice, sound the alarm all the time, and do a good job in safety work; emphasize that all team members must strengthen safety learning, and be responsible for failure to fulfill responsibilities, failure to work in place, and precautions. Relevant personnel responsible for causing major accidents due to inadequate measures must be seriously held accountable.

In the initial stage of the trial operation of the hotel, some team members in our department had a low work attitude, poor work coordination ability, and weak sense of responsibility. They often were absent from work, skipped work, and fell asleep at work. The work was not arranged and the work was not arranged. There are phenomena such as not taking care of things, not asking what should be asked, not doing what should be done, and being inflexible in handling things. After criticism and correction from superiors, as well as my own observation and thinking, I decided to start with the mentality of employees. Adjust employees' work mentality, actively communicate with each other, help employees build confidence in their work and cultivate employees' team awareness and business skills. Continuously motivate employees at work, continuously train employees, and learn from each other's strengths. As a department head, I insist on setting an example and being at the forefront of my work.

Properly praise and reward security guards who work actively and study hard. Criticize and educate those who do not seek progress and are passive and slow in their work, and there will be no mercy on those who make repeated mistakes and eliminate them from the security team. In addition, we strictly control the application and interview process, strictly ensure that applicants who do not meet the security department's employment standards are not used, and give appropriate work pressure to new employees so that they can adapt to their jobs as soon as possible, and achieve hierarchical management and refinement at every level. .

The above working methods have achieved great results and laid a good foundation for future work. With a stable and good working attitude, all employees of the Security Department have assisted various departments in completing various temporary tasks such as serving food, moving items, cleaning up construction sites, fire rescue, drunken guests making trouble, etc. More than 100 times were conducted, military training was conducted for new employees in various departments 5 times, fire safety education was organized for all hotel employees once, and a fire safety drill was successfully conducted to make all employees pay attention to fire protection work and learn to use fire extinguishers. Methods: Handled 3 complaints from guests to the security department, caught catering department employees secretly taking hotel wine out once, received fire inspections 5 times, received security inspections 2 times, participated in provincial fire training once, and participated in municipal fire and security meetings 1 time. And successfully completed all the major reception work of the hotel throughout the year. In the early stage of the trial opening, Dong Wenchao, a security guard in our department, discovered a large area of ??water leaking in the lobby ceiling while on duty. He quickly reported the problem if it could not be dealt with. The superior leaders dealt with it decisively to ensure the normal opening of the hotel. Due to the particularity of the hotel industry, we always insist on service The principle of guests is that some of them do not understand or even abuse guests at work, and some even take some drastic actions. Our security guards do not retaliate, ensuring that guests have a happy stay in the hotel. Since the hotel is in the trial operation stage, all facilities and equipment are not in place, there are no guardrails around the surrounding walls that people can climb over at will, there is no video surveillance equipment in the entire hotel, the hotel's fire protection facilities are not complete, and there is a constant shortage of security manpower. In view of these situations, all security guards are heartbroken. Thinking in one place, working hard in one place, giving full play to their subjective initiative at their respective posts, implementing all the work of the department and ensuring the implementation of various systems.

The scope of work involved by the Security Department ranges from the safety and fire protection of the entire hotel to the various management systems and various plans of the department. Since the beginning of 20xx, our department has successively established and modified the Security Department Duty Registration Book, the Security Department Parking Registration Book, the responsibilities of each security department post, the sentry duty rules, the monitoring room duty registration form, and the weekly training plan based on the actual work needs of the hotel. table, as well as the reward and punishment regulations for department employees, as well as the hotel safety and fire prevention plan, the hotel fire emergency rescue plan, and the hotel emergency response plan. All registration documents will be continuously rectified according to actual needs while being used. After each registration copy is used, it will be checked by the department supervisor and handed over to the Human Resources Department for preservation. At the same time, the service purpose of the Security Department is formulated: to protect the personal and property safety of the hotel, employees and guests from infringement, to maintain the normal business order of the hotel, and to create a good and harmonious working and living environment so that all security guards understand the special service nature of the Security Department. .

2023 Hotel Annual Work Summary 5

Time flies. In the blink of an eye, it has been more than 6 years since I came to the hotel, and it has been more than half a year since I was promoted to foreman. With the support and help of the hotel, I have strictly completed my own work in accordance with the requirements of the hotel. Through these years of study and leadership guidance, I have achieved better results. Big changes, work quality has been improved. The work situation during this year is summarized as follows:

1. Daily work management: As a floor foreman, he must have a coordinating role and cooperate with supervisors and managers to do a good job in floor management.

Second, strengthen your own learning and improve your business, improve your own quality, and make certain progress in the next year. Improve your management capabilities to ensure the normal operation of all work on the floor.

Third, the existing problems are:

1. Some work is not serious enough, such as ward rounds and inspections are not in place.

2. Not caring enough about employees and not communicating in a timely manner. Not understanding the voices of employees and not being responsible enough; being too lazy to do anything.

3. Having limited management and theoretical capabilities.

IV. Plan for next year:

1. Actively and conscientiously cooperate with the manager to do daily work on the floor.

2. Strengthen careful inspection and maintenance of facilities and equipment, Give guests a sense of harmony and comfort during use.

3. Strict requirements should be placed on guest room sanitation quality and reasonable arrangements should be made for planned sanitation.

4. Strengthen energy-saving inspections, teach employees more about energy-saving knowledge and strive for a second inspection

5. In the future, new employees and employees with irregular work should be taught step by step to improve employee business level.

In the following days, N B will work conscientiously and diligently, improve the shortcomings and carry forward the advantages = Bangmei earnestly hopes to create higher value for the hotel. This year, thanks to the love of the hotel leaders and colleagues, I was elected as the hotel room foreman. As the assistant to the supervisor and manager, the hotel room foreman will arrange the specific work seriously and properly, strictly require myself to do my job well, and actively work hard to coordinate the guest room related matters. The relationship between various departments; sharing worries for managers and creating benefits for the hotel.

Here, I will formulate the work plan for the next year as follows

1. Practice hard and strive to improve your own quality. As a hotel room foreman, it was quite a leap for me to be promoted from an ordinary employee to a foreman. This year is an important break-in period for me to work out. Therefore, I need to learn relevant work knowledge and understand myself clearly. Not only should we strengthen our self-cultivation and strengthen our practical work ability, we should also learn to draw inferences from one example. Strive to be successful at work.

2. Be extremely aggressive and improve your work level. I believe that through my own efforts, I will continue to enhance my management and coordination abilities and achieve a qualitative leap in handling affairs.

3. Do a good job in daily practical work, and handle every detail of the work carefully, patiently and attentively. As a foreman, he is neither big nor small, and his authority is not big. If you don't do your work carefully and accurately, you will lose your prestige among grassroots employees. Therefore, in my daily work, I should take the trouble to deal with various problems that arise at work and straighten out various work relationships.

2023 Hotel Annual Work Summary 6

There are only four seasons and twelve months in a year. Really soon, we once again ushered in the New Year and once again ushered in the end of this year. As a hotel front desk manager, I actually have a relatively solid grasp of my job. During this year's work, the department staff performed very well, and I also stuck to my position, managed the team collaboration, ensured the normal operation of the hotel, maintained the hotel's image, and established a good image for our hotel. Good reputation and image spread a good influence and enhance the hotel's influence.

1. Work Achievements

During this year’s work, we refined the focus of our work, formulated work plans every day, and carried out a targeted and directional work route. Within one year, the praise rate of our front desk has greatly improved, and there are rarely any additional bad situations. This year, the front desk staff actively cooperated, cooperated very well with my work, and carried out the front desk work meticulously. As the main person in charge of the front desk, I think this is a very gratifying thing. We have finally created a collective with the same goals, and also laid a good foundation for the creation and establishment of our hotel's image.

This year, we experienced many tests, and finally ended up with results that were several times better than last year. This year's growth is obvious to everyone. Not only our colleagues at the front desk are making progress, but our entire hotel is making progress. This makes for a great start to our next year.

2. Existing shortcomings

We have some shortcomings this year. I actually realized some of my own problems in my daily work.

In the department, I think there are some communication problems. Although everyone works hard, our communication is still very lacking. There are also some employees who will come to me to report some situations. They will only tell me when I find out. Explain to me. Therefore, this communication problem still needs to be resolved in time. In addition, in my personal work, I may be too serious, so my understanding with employees is still insufficient. This also needs to be changed. Only by integrating into this collective can we grasp its true direction.

3. Plan for next year

Next year’s plan is divided into three parts.

The first is to improve my own management capabilities and distribute the front desk work more reasonably so that every colleague can recognize it.

Secondly, we need to spend some time on department training and provide more useful training so that colleagues can improve in various aspects.

The third is to grasp the time and plan, strive to make work plans and summaries every month, and start implementing them from everyone. I believe that next year will be even more successful and brighter!