Summary of the annual work, the hotel supervisor (1), who worked as the front desk supervisor for another year in the past year, really passed quickly. This year, I managed the front desk work, walked at the forefront of the hotel with all the front desk staff, and did my duty for the good development of the hotel. The following is a summary of my work:
First, strengthen the business training of employees.
Training everyone's service skills based on smiling service. As a receptionist, you must have high-quality service to satisfy the customers who come to the hotel, so as to do a good job for the hotel. The front desk is the lintel of the whole hotel, and service comes first. Therefore, this year, employees will be trained once or twice a month to train all employees' service skills, so that employees can better show their work. According to the training plan, after the training, we will also assess it, encourage employees who have done well, encourage employees who have not performed well, and cultivate everyone's business skills as much as possible. Near the end of the year, our training in the past year has achieved good results, and the front desk staff can give customers satisfactory service.
Second, strengthen the construction of the staff.
Over the past year, I have worked hard to do a good job of reception and reservation at the front desk, and through reasonable arrangements for employees, let employees perform their duties. Once or twice a week, hold X collective meetings within one month to gather everyone to summarize and reflect on their work. At the meeting, everyone reflected on their work, asked questions, let the team grow gradually, and unite everyone to do all the work at the front desk. During this year, our front desk staff often worked overtime because of the large passenger flow in the hotel. This year, through the efforts and serious attitude of all the staff at the front desk, we completed the reception and reservation of the hotel.
Third, there is insufficient work.
1, the reception service is not good enough.
This stems from the lack of attention to everyone's etiquette in the training, so when employees receive customers, many etiquette is not done well, so the quality of reception service is not good.
2, the discipline management is lax
Because I am busy with other work, I am not strict with the management of employees' work discipline, which leads to some people not being serious about going to work, such as fishing for three days and drying the net for three days, which can't receive customers in time and affect the effect of customer service.
In the new year, I will definitely strengthen everyone's management, pay close attention to all aspects of the front desk work, realize unified management, receive more customers for the hotel and increase the hotel's passenger flow. In the coming year, I will also put forward higher requirements for my work and contribute to the more wonderful development of the hotel.
Summary of the annual work of the hotel supervisor (II) The hotel has experienced a lot in the past year. As the supervisor of the hotel, I do a good job seriously and complete the task according to the requirements of the hotel. One year later, I have also led my colleagues to do a good job. Here is also my personal summary of my work in the past year.
I'm also in charge of the front desk. It can be said that the work task is still very big, but there is no way at the beginning of the year, so I can only stay at home. During this time, I also organized colleagues to study and participated in some online training sessions to improve the service level. I understand that since I can't start a business for the time being, I have to find ways to improve myself and prepare for my future work. A few months also cost our hotel a lot. But some things are inevitable, and we can only find ways to remedy them in other ways, or make improvements in our future work. Those days were also very hard. Every day at home, we are actually thinking about our previous jobs. How to manage and do a good job in the front office after returning to the hotel has also given us a lot of thinking and is also a kind of growth for ourselves. At the same time, I think the more difficult this time is, the more it can test us. Whether there will be progress or retrogression is actually our own. Our department accepted the challenge, actively discussed learning and made progress.
When we returned to the hotel to start this year's work, we also worked hard to complete the service work, and we also understood that it was not easy and stressful to do a good job. At first, the hotel's passenger flow was relatively small, but later it improved. At the same time, we must do a good job in prevention and control. Our front office is originally the front line of prevention and control, and we should consider the safety of our guests and colleagues. But I performed my duties well. As a supervisor, I took the lead. At the same time, actively understand the work of colleagues, understand their difficulties and help them solve them. The management was also very good, and I was affirmed a year later. At the same time, my colleagues have given me more trust and will do a good job in service. Although we are not responsible for sales, we should try our best to face every customer who enters our hotel.
In fact, a year has passed quickly, but it is also an achievement that we can feel that our work can be recognized by customers when we are busy. At the same time, there are also some aspects that can be further optimized. At the same time, I also have a plan for the next year's work, and I will do it well.
Hotel Director's Annual Work Summary (III) is coming to an end. Looking back on this year's work, there are many gains and experiences. As an important department of the hotel, the housekeeping department will directly affect the external image and economic benefits of the hotel. Thanks to the trust of the leaders, I have the honor to be the head of housekeeping department, and I also feel full of pressure and motivation. In order to better carry out the relevant work of the department next year, it is necessary to summarize this year's work and plan next year's work. First of all, make a summary of this year's work:
In this year's work, I worked in strict accordance with the instructions issued by the department manager. In practical work, I formulated strict assessment systems and inspection standards for different jobs. First of all:
1, in terms of health
Strictly implement the system of ward rounds, record the inspection results in detail, and do a good job in sanitary makeup. Standardize the standard and quantity of items placed in various parts, and cooperate with ward rounds to check the location of items. Implement the guest room cleaning responsibility system to improve the enthusiasm and effectiveness of employees. Standardize various operation procedures and steadily improve work efficiency.
2. Commodity management and cost control.
Control materials, increase revenue and reduce expenditure, do a good job in material recovery, strengthen employees' awareness of saving, advocate the control of energy waste such as water, electricity, etc., implement the responsibility system for material management, set up a consumable account, and control costs.
3. Equipment and facilities
Because the facilities and equipment have been used for a long time and are obviously aging, all posts are required to carry out targeted maintenance, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove carpet stains and arrange carpet washing reasonably.
4. training.
Make a monthly training plan and implement it to individuals. Conduct targeted training for different personnel. Various standards are also clearly defined, such as the time of rounds, workload, hygiene standards, cleaning time, cleaning standards, etc. Let employees feel the importance and practicability of training in their daily work.
5. Personnel management
Handle affairs impartially, adhere to the principle, firmly believe that "service is no small matter", report to the department manager in time if it damages the name and interests of the hotel, and deal with it according to the department system without mercy; Caring for employees, treating employees as their relatives, narrowing the distance between departments and employees, and playing a connecting role; Set an example, be strict with yourself, make a clear position and play an exemplary role.
Next year's work plan is divided into the following points:
1, cooperate with the department manager to complete various business indicators of the department and do a good job in management.
2, vigorously improve the quality of personnel. From service skills to the basic process of each position to simple English conversation, employees are trained and assessed in combination with actual work.
3. Improve the working skills and operating procedures of employees on the job through training, speed up operation and improve work efficiency.
4. Strengthen the quality inspection within the department to ensure that there is no problem in health and service work.
5. Use the rest time to learn relevant business knowledge and apply good and feasible things to the post as soon as possible.
Through daily work, I found some shortcomings of the department:
1, room hygiene needs to be further improved.
2. The service language of this position needs to be further strengthened.
3. The comprehensive quality, service skills and professional level of service personnel and management personnel are uneven and need to be further strengthened.
4. The management of floor linen is chaotic.
The local carpet on the floor is always dirty and neglected.
In view of the above shortcomings, my rectification plan is:
1. Continue to strengthen the training of each post and strengthen the service skills and service awareness of employees.
2. Strengthen the construction of management personnel, and implement quarterly assessment, mid-year assessment and year-end assessment system for management personnel to survive the fittest.
3. Strengthen linen supervision, implement the real-name custody system, conduct monthly inventory, and investigate the relevant responsible persons for the problems that arise.
5. Strengthen communication and coordination with other departments, and increase the maintenance of guest room carpets and floors. In addition, because the machine is too large, it will waste resources when dealing with local dirty carpets, so the staff in each position will be trained in local decontamination and stain removal.
The above is my summary of the work of the department. To sum up, I firmly believe that under the leadership of the hotel leaders and department managers, all the staff in our department will work together with Qi Xin and Qi Xin to do their best for the hotel's operating principles and policies. In short, as the head of the housekeeping department, I will try my best to cooperate with the department manager to do all the work of the department in the future, and contribute to improving the service level, management level, training level, quality inspection, enhancing the cohesion of employees, improving the basic quality of employees and cooperating with the hotel to implement brand building!
Annual Work Summary of Hotel Supervisor (IV) With the support and help of leaders and colleagues, I have been strict with myself and completed my work well according to the requirements of the hotel. Through one year's study and exploration, my work style has changed greatly and my work quality has also improved. The work in the past year is summarized as follows:
First, strengthen self-study and improve professional level.
Although my post is a supervisor, there is still a long way to go to be excellent, so I always dare not take it lightly and learn from books, leaders and colleagues. So I think I have made some progress in the past year, and my management ability, coordination ability and problem-solving ability have been further improved, ensuring the normal operation of all the work in the hospital.
Second, daily management work
The supervisor is not a strange job for me, but Jiahai is a brand-new working environment for me. As a supervisor, I play the role of connecting the preceding with the following and coordinating the left and right. We are faced with complicated and trivial daily work every day. In the new working environment, almost all work is started from scratch. It is my primary task to straighten out the working relationship as soon as possible and integrate into the new working environment. Try to cooperate with the supervisor to do a good job in floor management, and based on the principle of seeking truth from facts, report the situation. Our hotel has a heavy conference reception task, and receives important guests from the customs many times a year. However, due to various reasons, there is a frequent shortage of room service personnel, which requires us to strengthen our work consciousness, pay attention to speeding up the pace of work, improve work efficiency, strive to be comprehensive and accurate, and avoid omissions and mistakes.
Third, the existing problems
Over the past year, I have been able to carry out my work seriously, but there are still some problems and shortcomings. After all, I have only been working in Jiahai for more than a year, and a lot of work is done while groping, so there are many shortcomings in my work that need to be improved slowly.
Summing up the past and looking forward to the future, at the beginning of the new calendar, I will continue to develop my advantages, correct my shortcomings, further improve my management level, and strive to build a learning and excellent catering service team!
Summary of the annual work of the hotel supervisor (5) I have worked in the company for more than a year in a blink of an eye. According to the work arrangement of the company manager, he is mainly responsible for the daily operation of the restaurant floor and the training of the department. Now the work of 20xx is summarized as follows:
First, the hall ground site management
1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply etiquette and politeness to every point of their work, and employees should supervise each other and make progress together.
2. Insist on checking gfd before class. Those who fail gfd can only be employed if they are qualified. Correct me immediately if I find any appearance problems in my post, supervise the use of hospitality etiquette, and develop a good attitude among employees.
3. Strictly grasp the post positioning and service awareness, improve service efficiency, rationally allocate service personnel during the peak meal period, and support busy areas at any time with the foreman or encouragement as the center. Other personnel should carry out their duties, clarify their respective work contents, and carry out division of labor and cooperation.
4. Advocate efficient service, and require employees to serve guests as soon as possible when they need service.
5. Item management From large items to small items, whether it is customer damage or natural damage, everything needs rules to follow, well documented, implemented, supervised, followed up and summarized.
6, the management of public * * * regional health, require cleaning personnel to see foreign bodies or dirt must be cleaned up immediately. The sanitary requirements of each area are that the sofa surface, surroundings, dining table and ground should be clean and free from water stains, and placed neatly without inclination.
7. Dining time, because the guests are concentrated in the store, there will often be a phenomenon of guests queuing, and guests will be impatient. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive every table of guests, busy but not chaotic.
8. Buffet is a new item in the restaurant. In order to further improve the quality of buffet service, the General Implementation Plan of Buffet Service was formulated, which further standardized the operation process and service standards of buffet service.
9. Establish a restaurant case collection system, reduce the probability of customer complaints, collect restaurant customers' complaints about service quality and quality, and provide an important basis for improving daily management and service. All restaurant employees will analyze and summarize the collected cases and propose solutions to the problems, so as to make the daily service more targeted and reduce the probability of customer complaints.
Second, the daily management of employees
1. As an important part of restaurant employees, whether new employees can quickly integrate into the team and adjust their transition mentality will directly affect the service quality and team building. According to the characteristics of new employees and their entry conditions, special training is conducted to adjust the mentality of new employees, face up to the role change and understand the characteristics of the catering industry. Let new employees make full psychological preparation, alleviate the dissatisfaction caused by the unsuitable role change, and accelerate the pace of integration into the catering team.
2. Pay attention to the growth of employees, always pay attention to employees' mentality, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them.
3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management more standardized and effective. Combined with the case study of daily restaurant, employees have a new understanding and understanding of daily service and formed a consensus on daily service consciousness.
Third, there are shortcomings in the work.
1, in the process of work, the details are not enough, the work arrangement is unreasonable, and the priorities are not very clear in the case of more work.
2. There is a lack of communication between departments, and problems are often discovered only after they have gone wrong.
3. There are not many interactive links in the training process, which reduces the vitality and vitality.
Four. 20xx work plan
1. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and build the service quality seminar into an exchange platform for all service personnel to learn from each other, share service experience and stimulate their thoughts.
2. On the basis of the existing service level, innovate and upgrade the service, focus on service details and humanized service, improve the entry qualification of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily service, establish quality service windows, create service highlights, and innovate service brands on the basis of brands.
3. In the management of goods, the responsibility lies with people, and there are rules to follow, well documented, implemented and supervised.
4. Strengthen the maintenance of member customers.
V. Overall management of restaurant planning.
1, strict management system, employment training system, clear job evaluation grade division, enhance employees' sense of competition, improve personal quality and work efficiency.
2. Enhance employees' welfare awareness, strengthen cost control and save expenses. Cultivate employees to develop good habits of saving, use water and electricity rationally, find waste, stop it in time, and strictly implement relevant punishment systems.
3. Strengthen inter-departmental coordination.
4. Pay attention to food safety and hygiene, and do a good job in various safety management.
5. Carry out multi-channel publicity and promotion activities, and cooperate with surrounding companies to increase the membership rate.
The above is my summary of 20xx's work throughout the year. As the saying goes, "bit by bit, we make extraordinary things." In the future work, we should constantly accumulate experience, work hard with leading colleagues, work hard, study hard, and strive to improve our cultural quality and work skills, so as to make the greatest contribution to the development of the restaurant.
Summary of the annual work of hotel supervisor (VI) Although it is only nearly one year from becoming a hotel supervisor to the end of this year, I can accumulate experience in my current position through the performance of my duties. For me, this is a process of improving my working ability, which naturally deserves attention. With this in mind, I attach great importance to the completion of the work of the hotel supervisor this year, and I also deploy all the work of the hotel under the arrangement of the leaders. Personnel arrangement and hotel business management can be completed well, but I also understand that just being satisfied with a little achievement can not bring about the improvement of work ability. Now let me sum up my work as a hotel supervisor this year:
Do a good job in personnel arrangement management and supervise the work of hotel employees. I understand that the development of the hotel can not be separated from the efforts of many employees. So in addition to doing my job well, I will also supervise the performance of other employees, mainly in the hope of urging them to do their job well and make reasonable suggestions in this way. For employees with poor working conditions, I will also give a warning in time and ask the other party to pay attention to the impact. In this year's work, I can arrange all the work of the hotel, that is, arrange employees to perform their duties in order to achieve the same goal. Facts have proved that this kind of prepared work can often make good progress.
Earnestly complete the goals set at the beginning of the year and adjust the hotel's business strategy. Because a good development strategy was formulated at the beginning of the year, the work can be completed well. I also set more difficult goals on the basis of monthly work tasks, so that I can constantly push myself and try to do better in my work. I also understand that the plan is not fixed, and I am constantly adjusting my business strategy. After all, changes in the market and customers' needs will also affect the hotel's business, so I can make adjustments at any time and take measures suitable for the hotel's development.
Arrange security guards to do safety protection work and train new employees. All aspects of hotel work often need to pay attention to safety issues. So this year, I arranged security guards to patrol all parts of the hotel to find out the hidden dangers that may cause safety accidents and find out the reasons. Moreover, the hotel's fire fighting equipment will be updated regularly to ensure that it can be used. I also invited staff from relevant departments to train hotel security and strengthen their knowledge of fire protection. In addition, I also conduct unified training for new employees to help them master their work skills. For me, the completion of this work is also to lay the foundation for the development of the hotel.
The completion of the hotel supervisor's work has really accumulated a lot of experience this year. I also understand that the completion of the work can not be separated from the support of the leaders and the cooperation of the employees below, so I will continue to do this job well and live up to their expectations.