Summary of hotel work

It is a written material that reviews, analyzes and objectively evaluates the work, research or thoughts of a certain period in the past. It is a good way to increase talents. It is better to act immediately and write a summary. However, I found that I didn't know what to write. The following are five summaries of my carefully arranged hotel work. Welcome to share.

Hotel work summary article 1 year is almost halfway through. Looking back on the work in the first half of this year, I actually felt the recession in the hotel industry, but at the same time, the recovery after the epidemic also made me understand that good service and better customer service, even if the external environment is not good, hotel customers will continue, good reputation and good service will attract more customers, although

At the beginning of the new year, we are actually full of confidence and believe that the business of the hotel will be better this year. But in February, business really took a turn for the worse. For almost two months, there are no tourists at all. I didn't go home and stay in a hotel for the New Year, but it also made me feel the suffering these days, but I didn't give up. I believe that the epidemic will pass and business will get better. During this period, we should also make full use of this time to learn more about service, reflect on ourselves and improve what we have done in service. We discuss with each other and grow together. After studying these days, there are still changes. I also think that although the waiter is a grass-roots post, he studies hard. In fact, there are many skills and things to learn, and an excellent waiter will really pay.

After the epidemic eased, the hotel began to welcome guests slowly. At the same time, because of our better service, our reputation has also been improved. Although the passenger flow is not so much, the number of long-term guests has increased, and the improvement of service has made guests more willing to introduce our hotel to friends. Our passenger flow has also increased, and I have done my own service to satisfy the guests. At work, I also feel that my service has been improved, better than before and more affirmed. My previous study and changes were not in vain. I'm proud, too. Although my position is basic, my heart for progress is not at the bottom. On the contrary, I feel that I have done a good job, keep working hard, and have the opportunity to be promoted in the future. But there are many equally outstanding colleagues, and I will continue to work hard.

Half a year has passed and the business of our hotel is getting better and better. I also believe that the passenger flow of our hotel in the second half of the year will be better than in previous years, which also requires me to continue to do a good job in service, and at the same time, I must constantly optimize and improve myself to become better.

Summary of Hotel Work 2 20xx is coming to an end. Looking back on 20xx's work, there are fruitful joys, difficulties in tackling key problems with colleagues, and melancholy when encountering difficulties and setbacks. Time flies, unconsciously, 20xx, a promising year, is approaching with the beginning of the new year. It can be said that 220xx is a crucial year for the company to promote industry reform, project start-up, market expansion and sustainable development. This year's work is summarized as follows:

After such a tense and orderly year, I feel that my work skills have reached a new level. I have a clear plan and steps in every job, a direction of action, and a goal of work. I am really confident! Basically, we are busy but not chaotic, tight but not scattered, clear in organization and clear in everything, and fundamentally get rid of the phenomenon of just working hard and not knowing how to sum up experience when we first joined the work. In this way, I walked into this year from infinite busyness and walked out of this year from infinite ease. Moreover, while working, I also understand the truth of dealing with people and how important it is to have a good attitude, enthusiasm for work and a sense of responsibility in comparison. For the company, 20xx has experienced a lot, including my Shu Qi Lake Resort project:

The successful opening of Luzi Temple unveiled its mysterious veil for the majority of believers, and the opening of Zhongkun International Hotel in Shu Qi Wonderland also ended the five-year careful casting of the project. The next dream is to find the opening of Huizhou water stage, holiday club and villa area. I believe that the future of Shu Qi Lake Resort will be better, which also strengthens my confidence in working hard.

Summing up one year's work, I have come into contact with many new things, produced many new problems, learned a lot of new knowledge and experience, and improved my ideological understanding and working ability. In my daily work, I always ask myself to proceed from reality, adhere to high standards and strict requirements, and strive to improve my professional quality and moral quality.

Generally speaking, there are still some shortcomings and problems that need to be solved urgently, which are mainly manifested in the lack of learning new things, often acting according to experience in work and dealing with problems according to previous work routines, and the lack of "bold innovation" in work.

The next step is to innovate constantly in the future work, communicate with colleagues around us in time, listen to the opinions of colleagues and leaders around us and implement them in the work. I will continue to work hard in the next work, report my thoughts and feelings in my work to the leaders, and correct and make up for my shortcomings and defects in time. We need unity to strengthen our work and cooperation to achieve success and push our work forward! I believe: under the correct leadership of the superior, the future of the company is like an eagle, flying high.

Summary of Hotel Work 3 The Food and Beverage Department made a good start in the first half of 20xx. Thanks to the correct leadership of leaders at all levels and the joint efforts of all employees in the catering department, the operating income in the first half of the year increased by a point compared with previous years, and the service quality and food output also increased accordingly. The content is reported as follows:

I. Analysis of operating conditions

In the first half of the year, * * * achieved the business goal of xx million, with a gross profit of xx million, including X meetings, xx teams, xx weddings and XX income. Compared with the same period, 20xx has improved obviously in the first half of the year, and our benefits have increased, which proves that our level has also improved obviously, which is inseparable from the correct guidance of leaders, the concerted efforts of employees and the mutual cooperation between departments.

Second, the reception work

1, conference reception

In the first half of this year, we received ***xx large-scale meetings, among which * * 3 meetings are particularly important in the whole hotel, namely, the portal construction meeting of the director of the office of xx system in the province, the working meeting of the office of xx system in ministries and agencies and the national inspection of xx. Under the correct guidance of the leaders, the Food and Beverage Department carefully organized and made a careful reception plan. There is a special person in charge of each job, and the responsibility is implemented to ensure foolproof. Chef and xxx are in charge of the kitchen. Xx is responsible for the front desk, and the conference reception stipulates the number of people at each table and the service standard. With our joint efforts, the reception work was successfully completed. Won the unanimous praise of the leaders, of course, we also found our own shortcomings in the reception.

2. Team reception

Compared with the same period last year, this year's team meal reception is less. In the second half of the year, the catering department strives to adjust the menu of team meals to improve the reception rate of team meals.

3. Wedding reception

During the reception of the wedding banquet in the first half of the year, customers generally reflected that the dining environment was oppressive, and the service was incoherent due to insufficient staff. To solve this problem, we need the guidance of superior leaders.

4, the agreement unit reception

The reception of protocol units is particularly important. Only with their approval can our dishes, services and services create benefits for us for a long time. In the first half of the year, the reception rate of several agreement units such as xx and xx was relatively high. Of course, this is inseparable from the mutual coordination, cooperation and communication between us and various departments.

Careful reception work can not be separated from communication between superiors and subordinates, cooperation between departments and coordination among employees. Only by doing these well can we do a good job in reception and win the satisfaction and recognition of customers.

Third, internal management.

1, dormitory problem

The catering department is a department with a large number of hotel staff, and its management is also complicated. Under the guidance of the leaders, the problem of staff dormitory was properly rectified in the first half of the year, which put an end to the problem of employees staying out at night and outsiders entering the staff dormitory casually, fully demonstrating that we are an organized and disciplined collective.

2. Energy conservation and emission reduction

The food and beverage department has always maintained the working style of "when people walk, the lights go out and the water stops". In addition, it should be reasonable for the department to seek value-added space in the processing process, strengthen the utilization of scraps, and require chefs to serve according to the proportion of guests after serving. Adhere to the monthly recycling of incense towels and paper. Reuse, reduce costs and improve profits. Employees' gloves are required to be collected once every two months, and the foreman will collect them and replace them with new gloves.

3. Staff training

The Food and Beverage Department realized that "continuous training is the only way to make continuous progress". In the first half of the year, the Food and Beverage Department continued to organize staff training, from organizing all staff to train walking posture, standing posture, end support and stage setting to training once a week. Excellent staff of the Chinese Department participated in the stage setting competition organized by the Tourism Bureau, which made us deeply realize that there are people outside, and there are days behind. Summed up a lot of experience and learned a lot.

Through continuous training, the service level of waiters has been continuously improved, such as putting warm words in the ashtray and introducing dishes properly in the service, which all reflect the exquisiteness of our service. Organizing chefs to study abroad has greatly changed the dishes. Among the xx features, the xxx feature has been added, which has been well received by the leaders.

4, ideological style rectification

In April, the hotel organized an activity to rectify the ideological style. During the activity, the food and beverage department carefully recorded the rectification situation, rectified the problems found in time, and made a written summary of the ideological style problems found in January and for a long time. After the activity, the staff's quality and work enthusiasm were greatly improved.

5, the management of tableware

In 20xx, the Food and Beverage Department summarized the past experience and stipulated that 1 month 1 day should be used to count the tableware in each private room, lobby and east restaurant. If it is inconsistent with last month, we should find out the reason and bear the responsibility. If necessary, employees should make up for the shortage of tableware by themselves, so as to avoid unnecessary loss of tableware.

6. Bar management

The bar is the communication window between the catering department and the guests coming and going, so the bar staff must have high quality. According to the actual situation, the department constantly organizes the training and assessment of bar staff, accurately records the daily accounts of the restaurant, and solves problems in time when found. It is strictly forbidden to run accounts or miss accounts.

7, the manager on duty system

On the same day, the manager on duty was fully responsible for people, affairs, accounts, reception and security. At the same time, the manager on duty is required to turn on the phone all day, and the manager on duty is required to announce the problems found that day in time at the regular meeting every day to attract the attention of employees, including the phenomenon of rewards and punishments for employees, so that rewards and punishments will not last overnight. Due to the reorganization of the staff dormitory in the first half of this year, the duty manager is required to check the dormitory on time with the duty manager of the hotel and the duty managers of other departments to find out the phenomenon of department personnel going out.

Fourth, safety work

In the reception of fire fighting activities, we deeply realized the ruthlessness of fire and water, the importance of fire safety work and the necessity of eliminating potential safety hazards.

1. In the first half of this year, in addition to the original three directors, the Food and Beverage Department added xx as the safety officer of fire equipment, so that the daily fire inspection records can be archived every day.

In February and June, the Food and Beverage Department actively participated in the safety production consultation activities organized by the hotel, and the safety awareness was improved.

3, internal constantly carry out safety training for new and old employees, improve employees' safety awareness.

4. Food should be stored and classified in the kitchen and marked. All kinds of food should be put in special boxes according to their names. It is forbidden to mix finished products with semi-finished products. 24-hour sample keeping was done in all meetings to avoid food poisoning.

5. Conduct daily inspection and cleaning of facilities and equipment in the department to eliminate all potential safety hazards.

Summary of Hotel Work Chapter IV How to do a good job in the service of our hotel in the past year is summarized as follows:

First, strengthen management, improve management level and enrich management team.

① Establish attendance system, regular meeting system and work record system, and improve the supervision mechanism.

First of all, the system of punching in and out of work is implemented, and statistical records are checked every month, and employees who are late, leave early and absent from work are punished to ensure the normal working hours of the hotel.

Secondly, the head of the hotel department holds a regular meeting once a week to summarize last week's work and put forward the plan for next week; Communicate the plan and arrangement of hotel network work to every employee. Hotel departments also often contact and coordinate related work. In this way, the whole hotel has a systematic and complete operation process, thus improving the efficiency of management and work. Third, the post filing system should be implemented, and each post should be assigned a special person to be responsible for it, so as to improve the work investigation and registration records. For example, the hotel requires the sales department, engineering department and security department to make relevant work records every ten days or so, which is not only conducive to the effective comparison and supervision of hotel work, but also provides a basis for the hotel to sum up experience and formulate a more scientific, standardized and perfect management plan.

(2) Strengthen the training of managers and improve their level.

First of all, in view of the shortcomings of hotel managers, such as lack of business knowledge, low command efficiency and lack of systematicness and integrity, the hotel organized some managers to study and learn from several hotels with corresponding stars in Guilin, and visited the newly opened Danxia Hot Spring nearby, which greatly improved the service quality of the hotel.

Secondly, according to the needs of the management and the results of the comprehensive evaluation of the hotel, a group of managers were deployed from the front-line staff. X department heads and X foremen were appointed and dismissed. After adjustment, the management team of our hotel has been further enriched, and the self-motivation of employees has also been stimulated.

(3) Seriously organize employees to study and train, comprehensively improve the service level and comprehensive quality of employees, and stabilize the workforce.

In view of some problems existing in our hotel, such as nonstandard service, inadequate service, weak hotel awareness and high mobility, we mainly take the following two measures to correct them:

First, in addition to training all employees in code of conduct, gfd, courtesy, professional ethics and hotel awareness, the hotel also requires all departments to hold training in service skills, skills and promotion art, and resolutely dismiss employees who are still unqualified after training to ensure the improvement of the overall service level.

Second, in order to ensure the relative stability, work enthusiasm and legitimate rights and interests of hotel employees, the hotel signs labor contracts with employees with good work performance, familiar business and qualified assessment.

(4) Do a good job in quality inspection to ensure the quality of service. The hotel takes Vice President Tang and Director Wang as members of the quality inspection team, and visits various departments irregularly every week to praise the good ones and criticize or punish the poor ones.

Second, strive to establish and improve management and rules and regulations.

According to the working experience and learning practice since the hotel opened xx years ago, the hotel managers learned from the advanced experience of other hotels, and combined with the needs of hotel management, various departments revised some systems that were not suitable for management, put specific matters into the responsible person, further improved the management system, and laid a good foundation for strengthening hotel management and implementing responsibilities in the future.

Third, renew ideas, use all positive and effective means to expand sales and establish a good brand image.

This year, the hotel sales department studied and discussed some problems such as backward sales methods, poor sales methods, few measures, weak promotion awareness of all staff, inadequate advertising and poor brand, and formulated and implemented some effective advertising and brand promotion methods and means, which played an active and effective role in attracting tourists, expanding sales and shaping brands for hotels. For example:

(1) For the guests who come to the hotel frequently, they can apply for VIP cards, and all the guests who come to the hotel with this card can enjoy preferential treatment. And signed friendly agreements with all units directly under the county to win more customers.

(2) Add new service items and launch distinctive hotel products to meet the needs of guests at different consumption levels and attract repeat customers. For example, moon cakes are sent in the Mid-Autumn Festival, New Year cards are sent in the Spring Festival, and special rooms are opened in the off-season of tourism.

(3) Establish a good online booking service. The hotel has set up reservation services on xx network, xx telecom network and xx network, which greatly facilitates the remote reservation of foreign guests.

(4) Strengthen publicity and expand popularity. Post advertisements on hotel websites, resource newspapers and other media and major traffic intersections to publicize hotel products and improve hotel visibility.

Fourth, improve safety awareness, strive to eliminate potential safety hazards, and put an end to major accidents.

In 20xx, firstly, the importance of fire safety was strengthened, and the safety education for employees was strengthened. Safety should be emphasized at every meeting, and employees should be specially sent to the xx District Fire Corps for study and training. Secondly, the security force has been strengthened, and each class is equipped with X full-time security guards to patrol day and night. Guaranteed the property and personal safety of the collective and guests. No safety accidents occurred throughout the year.

Five, strengthen the ideological education of workers.

While grasping the business work, the hotel also pays special attention to strengthening the ideological education of employees, so that everyone can establish the consciousness of loving and respecting the store and taking it as their home, as well as good ideological quality and professional ethics. Implement strict management methods and pay special attention to employees. For example, employees who violate the rules will be punished, excellent work will be rewarded, condolences at weddings and funerals, hospital visits and quarterly staff fun parties. Everyone can consciously do every job and contribute their youth and blood to the hotel. There are countless good people and deeds in the hotel, people and things who forget their work and change money. According to incomplete statistics, since the beginning of this year, there have been more than xx cases of collecting money and goods from guests and returning them, with a value of nearly 10,000 yuan, which has been well received by guests.

Hotel work summary 5 I. Check-in process:

1. When you see the guest check in, ask the guest how to pay when they check in at the front desk.

2. Collect guest deposit or credit card.

3. Issue a deposit receipt and give it to the guest in red for safekeeping.

4. Stick the remaining two receipts on the deposit or cardboard, clamp them with paper clips and put them in the cashier drawer for safekeeping.

If the guest washes the card, it is best to write down the credit card number on the receipt. After washing the card, write down the room number of the card in small print outside the green line on the card cover to prevent confusion.

6. Take authorization or check payment order according to normal procedures.

7. Hand over the room bill from the reception desk and put it in the corresponding account column.

8. If the guest belongs to the deposit-free category, please sign the bill when you check in.

9. If the guest's room account belongs to another room, it must be signed by the owner of the other room before it takes effect. The two rooms are marked "Enter the room" and "Deliver the room" respectively.

10. Before each shift ends, the deposit except petty cash shall be properly stored in the safe deposit box. The specific method is to ask the cashier at the front desk to leave a green copy in the drawer and give the white note to the manager. Cardboard need not be handed in for safekeeping, and green and white couplets are put in the drawer.

Second, the check-out process:

1. Ask the guest for the deposit receipt of Honglian, and find out the receipt receipt corresponding to Lvlian according to this receipt. Only after the comparison is correct can the settlement be made.

2. Take out the check-out guest bill and wait for the floor ward round notice.

3. If the guest loses the red receipt, the cashier must indicate "Red Receipt Lost" on the bill.

The cashier is waiting for the floor, and must explain to everyone: please weigh it, and the housekeeping department is making rounds now. Don't say a word to make the guest misunderstand that your waiting depends on watching and delaying him.

Before checking out, all the guests' consumption on that day must be charged to the bill immediately.

6. After being told by the floor that there is no consumption in the room, the cashier should give the bill to the guest. Previously, the blank part under the total amount on the bill must draw a line from the first line to the last line of the blank column, indicating that there are no consumption items.

7. If there is any doubt about the guest's statement, the cashier should explain patiently, and don't be vague or impatient to rush the guest.

After the guest recognizes the total amount of all the money he spent, he must ask the guest to sign the bill before the cashier can settle the bill.

9. After the check-out, the red list is given to the guest, and the white list and the green list are nailed together and put aside for evaluation.

10. Form and form of tenant declaration form:

(1) The purpose of customer bill balance is to reflect the total consumption of customer bills returned before today, as well as the consumption and settlement of that day. (Amount and payment method. )

(2) The purpose of entering the guest list into the table is to reflect the amount and settlement of each consumption of the returned guest list from the first consumption to the last consumption. The settlement reflected in the above two statements must be consistent.

1 1. Seal the income of the tenant account according to the income reflected in the statement of the guest list or entry list.

12. The specific method of sealing income is:

A. First, nail all the certificates of deposit of cash settlement bills with single red and green, and retrieve them from the manager according to the room number. The manager will take out the original deposit of the guest by comparing the white couplets in the safe with the cash amount;

B. According to the cash amount and credit card consumption amount reflected in the report, seal the purchase slip for cash and credit card settlement into an envelope, sign the cashier's name at the seal of the envelope, and glue it to death with transparent glue.

13. In principle, after the cashier seals all the closing income while on duty, the reserve fund in the remaining cashier drawer should be 5,000.00 yuan.

14. If a guest in the middle shift checks out, the cashier's working procedure is the same as that of the morning shift, and then the morning shift report completes the check-out statement and the check-in statement, seals the income of the middle shift in an envelope, signs the name of the manager and sticks it dead.

15. In short, the cashier of each shift must complete the statement and stamp the income. If other guests check out the last shift after the income is sealed, the bill can be left to the last shift to be completed as the income of the next shift. This situation is limited to the morning shift, and the bill settled on the same day cannot be left over to the next day.

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17. After the report is completed, all kinds of original consumption vouchers should be submitted to the finance department, and the green ones should be kept at the front desk.