Year-end summary of hotel management

Summary is a written material for reviewing, checking and evaluating a certain stage of study or work afterwards. It can help us sum up our previous thoughts and carry forward our achievements. Let's write a summary. But what are the requirements for summary? The following is the year-end summary of hotel management I collected for you for your reference, hoping to help friends in need.

Hotel management year-end summary 1 1. Scientific decision-making, Qi Xin's cooperation.

According to the requirements of each work, each leading group of the hotel made an annual work plan at the beginning of the year, and put forward the overall work idea to guide each work. The general manager of the hotel leads all department managers, supervisors and foremen, unites all employees, and Qi Xin works together to make certain contributions to income generation, profit creation, excellence creation and stability creation, and has made considerable achievements.

(1) Operating income. The hotel adjusts the sales staff, broadens the sales channels, introduces the room reward, and links the catering performance.

Related business measures have increased operating income. The annual income of the hotel is 86 million yuan, which is180,000 yuan more than last year, exceeding 26%. Among them, room income is 36 million yuan, office income is 8 million yuan, restaurant income is 28 million yuan, and other income is * * *140,000 yuan. The annual average room occupancy rate is 1 16%, and the annual average house price is 480 yuan/room/night. The occupancy rate and average price of hotel rooms are higher than the average level of four-star hotels in the city.

(2) By paying close attention to management, tapping the potential to increase revenue and reduce expenditure, and rationally employing workers, the hotel advocates strict economy and strict control in labor cost, energy cost, material consumption, procurement and warehousing management. The annual operating profit of the hotel was 4,654,380+0.28 million yuan, with an operating profit rate of 48%, an increase of 9 million yuan over last year.

(3) The hotel strengthens the training of the basic code of conduct of "appearance, smile, greeting, code of conduct, skills, dress, standard and quality" for employees, strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of the reception department and post at the front desk, and improves the quality service level of employees. In addition, in the reception service of large-scale events, sales, front office, rooms, real estate, restaurants and other departments or posts received letters of commendation from all sides, which highly praised our "warm and thoughtful service of hotel staff, which provided necessary logistics support for our daily life and enabled us to successfully complete this event."

(4) There are almost no accidents in the hotel all year round. Under the care and guidance of all hotel managers, store-level leaders hold feedback meetings of department managers every day to ask for information. The security department arranges cadres and employees to work overtime, patrol frequently and strictly prevent and control. With the cooperation of relevant departments, group prevention and control are carried out to ensure that all activities are foolproof and the hotel is safe and stable. The hotel security department was also rated as an advanced team.

Second, keep pace with the times, promote development and make hotels stand out.

All hotel managers set an example by organizing and guiding cadres and employees in party member to change their ideas in combination with the actual situation of hotel operation, management and service. Surviving in the wave of market competition makes the whole hotel field highlight gratifying changes in the second half of the year. Mainly manifested in the positive mental state of cadres and employees. The hotel general manager's general meeting and small meeting repeatedly emphasized that cadres and employees should have a sense of urgency, be self-motivated and cultivate "spirit". Hotel management service is not high-tech, and there is no profound knowledge.

The key is people's subjective initiative, people's mental state, loyalty and dedication to hotels, and understanding and application of the true meaning of governance and service. Store-level leaders also encourage and guide everyone to broaden their horizons, study hard and unite and cooperate by organizing various training exchanges for department managers, supervisors, foremen and employees. In the process of completing hotel management indicators, management objectives and reception tasks, realize your own value and feel the joy of life.

In this way, there is less prevarication between departments, more information exchange, mutual compensation and mutual respect; There are fewer people who are absent from the routine security check twice a month and the quality check once a week in the hotel, and they take the initiative to care and participate in the inspection, which is much more careful. In some large-scale activities, under the example of all hotel leaders, department managers lead supervisors, foremen and their employees to work overtime and work hard. Although they are very tired, they always keep high spirits, which adds luster to the hotel's window image.

The year of 20xx has quietly come to an end, and xxx Hotel has also made a major breakthrough and transformation in this year. As an ordinary member of the hotel, I feel change in stability, innovate in change, develop in innovation and feel pressure in development. This year has an indelible memory and unrepeatable significance for me and my administrative department. In daily management, corporate culture construction, human resources, quality inspection, safety, outsourcing and other aspects have gained a lot. Every job I have experienced and completed has become the driving force for future progress, laying a good foundation for 20xx years of work. Today, I will briefly summarize the work of the personal and administrative departments, and report my work ideas to leaders and colleagues with 20xx. I hope you can correct me.

Year-end summary of hotel management 2 1. Review the main work in 20xx years.

The work in 20xx years can be summarized as "one center, two key points and three things to be grasped", specifically "customer-centered; Attach importance to the image of management tree and develop a strong brand; Grasp safety production, grasp cultural training, and grasp energy conservation and efficiency. " I will elaborate on it below.

1, a center: customer-centric.

"Customer is God" takes customer's demand as the goal and customer's satisfaction as the standard, which is the creed that every operator must abide by. However, how to make customers enjoy the feeling of "God" from their actions can not be demonstrated in one sentence, but should be put into action in many aspects: by understanding the needs of customers, improving the quality of employees, improving management level, providing a comfortable environment, improving service quality and so on. According to the customer's needs, improve our working methods and measure our achievements according to the customer's satisfaction. Only by satisfying customers can the hotel have a higher development, so the hotel's work throughout the year always revolves around this center.

2. Two key points: attaching importance to the image of management tree and developing strong brands.

Attach importance to the image of management tree: scientific decision-making and collective efforts. An enterprise must have an effective management system if it wants to develop. According to the requirements of each work, the hotel leaders made the annual work plan and put forward the overall work ideas to guide the development of each work. All the staff of the hotel are consistent from top to bottom, and Qixin has made certain contributions to income generation, profit creation, excellence creation and stability creation, and achieved considerable results.

Enhance the pertinence and effectiveness of seeking truth and being pragmatic through mobilization; Further clarify the scope of functions and the long-term mechanism of various responsibilities; Standardize learning requirements; It broke the mediocre concept of being mediocre and not striving for progress, improved the enthusiasm and initiative of hotel staff, greatly improved the quality and level of service, and also formed a brand for the hotel in Zhangpu industry.

Focus on developing strong brands: in 20xx, the annual occupancy rate of * * hotel rooms reached%, the average price of each room reached%, the dining rate of restaurants reached%, and the average daily income was $ 10000, ranking among the top in the same industry in Zhangpu. These are all due to the improvement of hardware facilities and service quality. As the first four-star hotel in Zhangpu, we have unique advantages, but we also know the fierce competition in the industry. Whoever can stabilize more customers can achieve longer-term sustainable development. In 20xx, the hotel actively searched for customers, analyzed the competition situation in this county in detail through market research, signed fixed agreements with many units to stabilize customers, and demonstrated the hotel's best service from beginning to end in the reception of the county party Committee. Through the efforts of employees of various departments in Qi Xin, we will strengthen the hotel's publicity and marketing, use the media to promote ourselves, actively seek and cultivate new customers, strive to improve service awareness, and establish a good image of the hotel in an all-round way. Establish the brand of * * hotel in Zhangpu and beyond. We should pay attention to three things: safe production, cultural training, energy saving and efficiency improvement.

Pay attention to safety production: the hotel adheres to the policy of "safety first, prevention first" and the principle of "safety is no small matter" to do safety work in all directions. Sign and gradually implement the target responsibility system for safe production. In particular, the fire safety management of restaurants, staff quarters, food hygiene, vehicle storage, rental housing and other key and weak links. It has been strengthened to ensure that the responsibility lies with people; Adhere to the safety and health inspection, timely and timely rectification of potential safety hazards; The Engineering Safety Department has strengthened the supervision and tracking of potential safety hazards and habitual illegal rectification. Check in place, operation specifications in place, timely rectification, eliminate potential safety hazards. Greatly improved the safety awareness of employees and managers.

Grasping cultural training: the hotel has always paid attention to the formation of corporate culture and the training of employees, improved the training methods, adopted the mode of combining centralized training with flexible training, combined with the knowledge structure of service personnel, identified the characteristics and weaknesses of the department, and focused on the standardized training of service skills such as store rules, etiquette and courtesy to promote the improvement of hotel management level and service quality. At the same time, establish and improve the regular meeting system before class, summarize the work of the previous day in time and arrange the work of the day.

Pay attention to education, guide service personnel to establish the idea of "guests first" and serve customers with the needs of customers as the main line. It is required to meet the reasonable requirements of customers as far as possible in customer service; Change the concept of "being afraid of trouble, wasting time and effort". Strive for a breakthrough in service, expand the image and influence of the hotel with the reputation of guests, and greatly improve the overall service quality. Throughout the year, * * selected outstanding employees, who are outstanding among all employees, outstanding representatives of Kaidu people and the pride of * * hotel people. We should learn from them, learn from their dedication, and learn from their' dedication and diligent work attitude'; Learn more about their friendly and thoughtful ideas for customers.

Focus on energy conservation and efficiency improvement: First, strengthen financial accounting management. Each business department accounts for revenue and expenditure on a monthly basis, analyzes the operating income and cost control, and takes countermeasures in time when problems are found. The finance department strengthened the audit of daily income and avoided the loopholes of cashier. Timely collection of all kinds of accounts, as far as possible to avoid the occurrence of flow, leakage, dormant account.

Secondly, all departments do a solid job in the basic work of cost accounting and cost management, strictly control the unproductive expenditure of the hotel and reduce the management expenses of the hotel. Strictly abide by the examination and approval system in the procurement process, and the procurement department communicates with the warehouse in time to cooperate with the inventory to avoid the backlog of materials. Thirdly, in daily management, all departments pay attention to the education and guidance of employees' saving concept, which improves the hotel employees' saving awareness. The management of hotel equipment and facilities is based on the combination of maintenance and repair.

Repair the old as new, pay attention to the maintenance of equipment and facilities, summarize and improve the wrong operation methods that are easy to damage equipment and facilities, and nip in the bud; Implement maintenance into the details of daily operation, and form good operating habits in necessary links.

Of course, during this year, the hotel also highlighted some existing problems, some of which came from the feedback of guest complaints, and some were found by the hotel department. Specifically, there are the following aspects:

1, facilities and equipment are not perfect.

2, personnel is not perfect, personnel turnover rate is too high.

3. Service skills need to be improved. Service skills are mainly reflected in the comprehensive qualities of personnel, such as cultural literacy, professional knowledge, foreign language level and service ability. The hotel has not worked out a feasible "performance appraisal"; Individual behaviors such as arbitrary execution occur from time to time in some managers.

4. The service quality needs to be optimized. From many inspections and guest complaints, it is found that the service quality of employees in various departments and positions in the hotel is high and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, careless cleaning and untimely equipment maintenance have also affected the overall service quality of the hotel.

5. The marketing department has not formed a strong customer team.

In a word, the achievements in 20xx years are attributed to the unremitting efforts of all staff. Dear colleagues, in the past year, through our unity, cooperation and joint efforts, the management of * * hotels has become more standardized, the system has become more perfect and greater progress has been made. We * * hotel people can proudly say that we have written a new brilliant chapter in * * hotel.

Second, the 20xx annual work deployment

In 20xx, the market competition we are facing will be more intense, and the number of tourists needs to be further increased. The objective situation requires us to further improve efficiency. According to the request of the chairman, our operating income this year will increase by% compared with last year. As long as we actively reform and tap the potential, we are confident to complete the task. In front of us, opportunities and challenges coexist, pressure and motivation coexist, and there are no insurmountable difficulties in front of hotel people. I believe that as long as we seize the opportunity, we can overcome all challenges.

In order to successfully complete the annual task index of 20xx, efforts must be made in the following aspects:

1, tap the potential internally, expand the source of tourists externally, and * * * improve the occupancy rate of customers and the dining rate of restaurants. Continue to work hard on all-staff marketing and all-round service. * * Up and down the hotel, everyone is a waiter and everyone is a salesman. There is service in marketing and marketing in service. Establish customer files, understand customer hobbies and provide good service. In order to expand the influence of * * Hotel in Zhangpu County and even Zhangzhou City, adapt to the needs of different customer groups, and take advantage of all festive opportunities to carry out colorful special promotion activities. There are many business opportunities everywhere, such as "going out, please come in", visiting, sending greeting cards, giving discounts, etc., to let customers know about the hotel and enjoy its services.

2. Carry out quality service and strive for excellence, and provide a stage for employees to display their talents. Continue to carry out quarterly outstanding employee selection activities, and distribute funds to the elected employees as the main basis for job promotion. Create a strong atmosphere of striving for advanced and learning advanced in the whole company, and promote the improvement of service quality.

3, do a good job in service guarantee, all for the needs of customers. Housekeeping department and catering department are the front lines of the company, which directly serve customers and represent the image of * * hotel. * * The image of a hotel depends first and foremost on the services of the Housekeeping Department and the Catering Department. Seriously sum up service experience, improve service quality, make customers happy and satisfied, and strive for a return rate of 100%.

In addition to doing their own jobs, other departments should also do a good job in the service guarantee of the housekeeping department and the catering department. The finance department should handle foreign-related finance in a timely, accurate, fair and reasonable manner, and do a good job in material procurement to ensure the first-line demand. The security engineering department ensures the normal operation of water, electricity, heating, cooling and gas, keeps the equipment in good condition, saves energy and reduces consumption, and directs and manages the vehicles of customers and employees. Personnel departments should do a good job in staff selection, staffing management of human resources, performance appraisal, salary management and staff training.

This year is the sixth year that * * Hotel opened, and it is also the first year that Zhangpu became an excellent tourist county. We need to seize this good opportunity to achieve this year's business tasks, which requires the correct leadership of hotel leaders and the joint efforts of all colleagues. Let's forge ahead in unity, be determined to innovate, realize the rapid development of * * hotel's economic benefits, and lay a solid foundation for * * hotel with excellent performance.

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