2021 year-end hotel work summary report 1

In the blink of an eye, a year has passed in the enthusiasm of the staff. As a supervisor, I have accumulated a lot of experience after a year's work. This year to do a good job, or make mistakes I have encountered. In the face of so many, only after a richer experience. Can be constantly updated in the management, improvement, so that the hotel on the basis of the continuous rise! Let the hotel continue to move forward.

As a supervisor, I manage - the hotel's many employees. Employees are the foundation of the hotel, but also one of the core of the hotel, as a supervisor, I must do their job, manage their men, and constantly improve them! So that the hotel's services can continue to improve! To this end, I will summarize this year's work as follows:

A personal situation

During this year, I have completed their own basic work outside, but also in the management and other hotels in terms of the service situation is not learning. In the face of inadequate service in our hotel, I actively think of ways to improve the hotel service excellent place, I strive to maintain.

For the management of employees, I am strict requirements, but in the management of each foreman and their own, I am more strict! As a manager, you must do a good job of managing yourself before you can manage your men well, and this is a guideline that I have been adhering to.

In a year, in addition to work, I have been constantly learning and enhancement, so that I have more theoretical reserves, in the face of the management of the management of the time, there can be more ways to deal with. And in the work, I often personally go to each post to check and inspect, on the insufficient place on the spot to point out! But for the excellent place, I will put on the next day's morning meeting praise.

Second, the work situation

In this year's work, the staff are very active. Every day in the morning meeting, I will analyze the staff's work according to the situation I collected. The excellent staff will be actively praised, at the same time I also actively apply for the reward policy for employees, improve the welfare of outstanding employees, in addition to the daily mobilization, the enthusiasm of the staff day by day become higher!

However, we are a hotel, the staff is responsible for one aspect, the water quality in the service is another thing. In this year's - month, I applied for a training for service personnel. Especially on the front desk and other reception staff, we have carried out strict requirements to enhance the staff's personal capabilities of the colleagues, the hotel's service level has also risen by a large margin.

Third, the shortcomings

This year, the biggest problem, it should be the training. Because the hotel personnel learning ability of different, resulting in the occasional service situation after the uneven situation, to which I strengthened the management, enhance the requirements of the benchmark. But in the aftermath of the continuous improvement of the hotel staff level is still inevitable, I must think of how to avoid such a situation.

Fourth, summarize

A year's work is over, but my work is not over. In the future work, I have to continue to improve myself, regardless of the improvement of management, improve - the level of the hotel!

2021 year-end hotel work summary report2

Time also flies especially fast, a year is going to be the end of the time, review this year's hotel management work, the hotel can be in this year to achieve such a good result is inseparable from the efforts of all together, now I summarize the work of the year.

First, enhance the level of service

This year the hotel's level of service is to be improved, in the first half of the year I carried out a service etiquette of our hotel staff training, but also in the training is also checked to ensure that the effect of training is to be guaranteed to allow employees to develop the service of the etiquette of the habit, in this way, even if there is no supervision in the future, the staff will consciously to put the etiquette of good, and this year, the hotel management work, the hotel management work. Etiquette is good, and this year, to improve the level of service is also one of my main work, in addition to training and supervision, I also often will be some of the knowledge of etiquette, the need for etiquette to tell the staff, so that they understand the work in the hotel, the hotel service is very important, and must give the guests to go to leave a good impression, then our hotel stay is also better.

Second, to enhance sales skills

The hotel is a service for guests, while the hotel wants to do well, but also must be sold out of the room, for each of our hotel consulting people, we want to keep them, let them stay in our hotel, only to enhance the occupancy rate, our hotel can be operated better, in order to enhance occupancy, I am also our sales as well as the front desk staff sales skills. In order to improve the occupancy rate, I have also carried out sales skills training for our sales and front desk staff, so that they know more sales techniques, understand the psychology of the guests, can better retain guests, the room sales out. This year, our hotel's performance relative to last year, there has been a certain improvement, while the sales have done more good.

Third, improve the health environment

Retain guests not only to have sales skills, but also need to have a good health environment in our hotels, so that guests live in a satisfactory and comfortable, so in the management of the year, I am also focusing on the health environment of our hotels to grasp, whether it's the hygiene of the environment of the guest rooms, or the environment of the hallways, it is necessary to do a good job to make the guests live in satisfaction, live comfortably, in the management of the hotel, I have to do a good job to make the guests live in satisfaction.

In the process of management, I will also find the old staff to do some experience sharing, so that new employees to understand how to better go to the health, understand the good health is for what.

A year of management work I do okay, but there are some not good place, like the management of employees, sometimes too harsh, and staff communication needs to be strengthened, and their ideas need to have a better understanding, rather than just for the final goal and do things, but to be more humane. At the same time, their knowledge of management is still lacking, not so good, in the future work is also to strengthen their own learning, so that their management to do a better job, to better enhance the performance of our hotels, management of the hotel.

2021 year-end hotel work summary report 3

The front desk service, is on behalf of our hotel's image, and this year, we are also responsible for customer service, to obtain their affirmation, and do a good job, at the same time, is also to let me feel that a good manager of the front desk is not so easy, but I am also responsible for the work. To complete the work, so that they can grow, here is also to organize their own work, do a good job of this year's summary.

The front desk service work is also my main focus, and I am also from the work of the front desk out, so I am also familiar with the work of how to carry out, as a manager, I also lead colleagues to do their part to serve the customer, usually when they are more to train them, more reflective of the problems encountered in the work of every day, but also to communicate with each other, together to understand the work of which problem is the head, which can go on to continue to work. Appeared, which can continue to make progress to do better, good service to customers, get their affirmation, or we should do a good job of the front desk, but also for their own a responsible, for the work of more to think, more to optimize, so that our service is the first time to be recognized by the customer, then no matter what the situation is can be better dealt with, and at the same time can also be for the hotel to bring more Returning customers. I also do a good job in the work of management, I know the work is not a person can be completed, but rely on the efforts of all together, and I as a leader of the people, usually when colleagues have any problems will be dealt with in a timely manner, at the same time some of my colleagues have an emergency, I will go to the top of the shift.

The optimization of the work process, as well as their own understanding of the service more, before the front desk 'position is actually not so much to think about, after all, the work is also very busy, but now it will also be more busy, but the responsibility on the shoulders of the same is also heavier, I am also more to think about, our service is not there to continue to improve the only to make the hotel's front desk service customers are more satisfied, in any case, this service is not a good idea. More satisfied, in any case, this service posture, but also customers choose the hotel is a very important reference, we are also responsible to do a good job. Of course, there are still not in place to do the aspects of their own as a manager of an experience is not very full, sometimes management is also some impatience, or experience is not so mature, but it is also to improve, to think is also in the future to do a good job.

A year of service work is coming to an end, as a manager, to see their own progress as well as colleagues, I know that for the next year's work is more confident, and the external environment is getting better and better for the operation of our hotels is better, I also want to better lead colleagues to do a good job at the front desk. At the same time, they are also to actively enhance the management experience, learn more to do to better service.

2021 year-end hotel work summary report4

The past 20--year is a full and busy and happy year. In the new 20 - the arrival of the year, looking back at the hotel in the days of the hotel, from the hotel reception work for the half-knowledge to now be able to hold a side, which in addition to my own efforts and efforts, but also inseparable from the hotel to bring me the training, as well as the hotel and departmental leadership and colleagues to help me. Here I would like to thank the departmental leaders and colleagues who have helped me.

I was recruited into the hotel in 20 - years, because the hotel was still in the trial period, not a lot of employees, so after the personnel department of the basic onboarding training, after arriving at the post on the side of the department to accept the leadership of the training side to follow the old staff to start working practice. Because there were a few months before the front desk work experience, learning up is not bad, and soon can be their own basic shift work, officially became a receptionist -- hotel. In retrospect, 20 - year is still mainly their own learning and accept the front desk of the basic business knowledge of the year. 20 - after a year of working in the hotel, their ability to work has been greatly improved, but also got our front office manager's affirmation, promoted to senior receptionist. In this regard, they also summarized their work for a year:

First, courtesy, etiquette

How to maintain a smile, how to greet the guests, how to provide service to guests, in the service of the guest to the language to be used and so on. I remember when I first came to the hotel, because of their own personality reasons, to treat the guests' greetings are not very active, not a lot of smiles, which affects the feeling of some of the guests to stay, but also criticized by the leadership. Later, under the guidance of the front desk manager and lobby assistant, he also asked the old staff who often get compliments from the guests - to teach the experience and skills to improve their service attitude, as well as the language skills to the guests, to keep smiling, to their best side of the hospitality to the guests, to give a good impression of the guests afterward, but also by the praise of some of the guests and the praise of the Awesome Card.

Second, the front desk business knowledge training, mainly the daily workflow

The daily work of the front desk is very tedious, the guests check in, check out of the handling, telephone transfer, inquiries, provide information, luggage storage, pick-up and delivery of information inquiries and verification, the order of the check and verification, scheduling, handing over the work of the transition, and so on. Whenever I come to take over a shift, the head of the department will hold a regular meeting for us, conveying the information about the day's check-in and the precautions to be taken, and I will actively listen to it and take notes of the important things. During the shift, I have a small habit, when I encounter things that need to be handed over, I will record them in detail in the shift book and leave AleRTS notes in the system, so as to avoid causing trouble to the guests and the colleagues who take over the shift. Shift book is generally written on a long shift are left on their own, although sometimes feel very troublesome, but will be very reassuring.

Third, to understand and grasp the hotel's promotional content of the various departments, to update their understanding of the hotel, in order to better serve the guests

Because our hotel is also a new hotel, so the marketing and sales department will launch a lot of promotions and many network providers to cooperate in the promotion of activities. When guests check in, we take the initiative to ask them about the advantages of the rooms and promote them in detail to each guest. Happily, our efforts have been recognized by the guests, won a lot of repeat business and network booking of praise, the hotel's popularity is also increasing, more guests are familiar with, and even get their recommendations.

Fourth, the big picture

I remember in March this year, because the front desk staff flow caused by manpower constraints, each employee needs to change the shift to twelve-hour shifts, but in order to cooperate with the hotel's work, but also insisted on down. When the hotel temporarily increased the number of guests during the break time, I would also take the initiative to ask for overtime work, or receive a call from the hotel to come to work immediately. During the holidays, it is also normal to go to work. I remember last New Year's Eve night, I was in the hotel on the night shift, very envious of other people's family reunion, but in order to work or to stick to the post, the Mid-Autumn Festival is also the same.

Fifth, to enhance their sense of responsibility and self-confidence, and actively participate in the hotel's vocational training

Usually work, as a veteran employee, in the temporary absence of the manager, supervisor, or the first deputy, encountered the guests of the small complaints or complaints, they will take the initiative to understand, and the guests to communicate with the problem as soon as possible to solve it, so that the guests are satisfied. 20 - years of their own initiative to enroll in the hotel's English language training organized by the hotel. Participated in the hotel English training organized by the hotel, learned a lot of professional hotel English know, also got the training teacher and training manager's praise. In the second half of the year, because the front desk supervisor resigned, the original allocation of some of her work also by their own to take over, mainly casual guests and the team to be settled, so their own work in the usual period, will take the initiative to contact with the sales and finance to see what accounts can be settled in a timely manner, to avoid accumulation of accounts resulting in unclear, at the same time in the end of each month, they will take the initiative to check the team false room and casual guests false room to be settled, organized into a table to the finance, to facilitate the accumulation of accounts. The company's website has been updated with the latest information about the company's business, and the company's website has been updated with the latest information about the company's business.

20---, I spent another year in the -- hotel full of busy and happy, very happy to come to the hotel to do the front desk, very thankful to the hotel leadership and departmental managers of their own guidance and colleagues to help their own, so that I got a lot of progress and exercise. I hope to continue in the future - to contribute their own strength, strengthen learning, hard work, get more affirmation.

2021 year-end hotel work summary report 5

I am a big hotel general manager, under the leadership of the chairman of the board of directors, led all the staff of the hotel to complete the head office to develop the various business, management indicators, *** with the improvement of the hotel's quality of service, management level and economic benefits. Now on the 20 - year's work is summarized below.

First, the establishment of the hotel's business plan development planning and business policy

-- hotel since its opening, affected by various factors, the business situation is not optimistic, and now basically determined that the hotel to Chinese, Western, guest rooms, the three major business points as the focus, supplemented by the clubhouse, swimming pools and other ancillary facilities, to strengthen the marketing, refine the service, improve the output, thereby increasing the overall profitability of the hotel for the The basic business policy of the hotel. For the housing guests to add a free swimming program, the business rooms launched a monthly housing cumulative total of five complimentary swimming tickets for a preferential activities, as an incentive for business companies to book rooms and the newly opened swimming pool to play a role in publicity and promotion. The hotel also introduced a complimentary breakfast for casual guests and business rooms, and lowered weekend rates for travel agencies to attract guests. The company has also been guiding the development and planning of holiday activities to achieve peak revenue generation.

Second, presided over the development and improvement of the hotel regulations

In order to make the daily operation of the hotel gradually into the work of a planned, guided, tracked, summarized management system to effectively combine the planned work and contingency work, the establishment of a clear work objectives, the requirements of each department to establish a planned work system, through the monthly summaries, planning, planning, planning and implementation of various tasks. Each work has a plan, have to implement, according to the plan steps to be implemented. The establishment of a monthly work reporting system, through the completion of the work, the person in charge of each department to be evaluated.

The hotel was established at the beginning of the system is not sound and perfect, the improvement of the system and the establishment of various work procedures need to be in a long-term large number of practice can be gradually completed. Therefore, the establishment of the system is also a long-term complex work. Now the part of the work has been basically completed, the hotel's post procedures and processes have been developed. Hotel management standardization, institutionalized construction is the basis for the development of the hotel, the hotel management since the beginning of the year, that is, the hotel's overall norms and standards to make clear provisions for the successive introduction of the relevant procedures, standardized management documents.

Third, responsible for the training and use of middle management personnel

The hotel middle management personnel for the backbone of the hotel, training the hotel's own excellent talent, the need for a harmonious working environment and the ability of the excellent talent to recognize the personality of respect. At present, the hotel adopts the principle of employing people for the amount of talent applicable, so that the wise man on top, the able man in the center, the wise man in the side, give full play to the subjective initiative of the talents, in line with the attitude of responsibility for the subordinates to strengthen the supervision, to strengthen the constraints, and to strengthen the management. Training work for the hotel to adapt to changes in the environment, to meet the needs of market competition, to meet the needs of the staff's own development and to enhance the effectiveness of the hotel are of great significance. Through training can improve the skills and comprehensive quality of employees, thereby improving their work quality and efficiency, reduce errors, reduce costs, improve customer satisfaction; employees higher level of understanding and mastery of the work engaged in, and enhance the confidence of the work.

Fourth, improve the staff's working and living conditions

Timely adjustment of the staff dormitory, the current staff commute to and from work only need to walk for ten minutes, not subject to the shuttle bus time limitations, the staff rest has been fully guaranteed to obtain the full affirmation of the staff. Employee meals is also a more prominent issue. Originally contracted to the restaurant, the pursuit of profitability, the restaurant provides employees with most of the sales area for the remaining backlog of food, not only the taste is poor, and even the appearance of spoiled food, the staff generally reflected that they can not eat enough to eat well, the mood of the work affected, but also one of the reasons for the high rate of staff turnover. In order to change this situation, the hotel leadership after discussion, decided to start their own staff meal in the office area, since the opening of the meal, due to the food is clean and hygienic, delicious flavor, and get the staff's unanimous praise.

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