Summary is a written material that reviews, analyzes and objectively evaluates the work, study or thoughts in a certain period in the past. It can make clear the direction of the next work, avoid detours, make fewer mistakes and improve work efficiency. I think we need to write a summary. What kind of summary should you have seen? The following are three year-end summaries of sales work I collected for you, hoping to help you. Year-end summary of sales work 1
Time flies, and I have been working in the sales department of xx Bar for one year in a blink of an eye. According to the work arrangement of the sales manager, I am mainly responsible for the daily operation of restaurants, bars and stewards of the department and the training of the department. Now I will make a summary report on the work carried out this year and briefly outline my work plan for 21xx.
as an internationally renowned brand bar, the operation and management of the catering department is very mature, with a high market reputation. After fifteen years of management experience, it has formed its own management style, and it is difficult to make a breakthrough in service management and training. After joining the job, according to the actual situation of the food and beverage department, I put forward the management goal and slogan of "building an excellent service team", aiming at improving the overall service level and establishing a good industry image. Since I joined the company for one year, I have mainly carried out the following work:
1. Strengthening the construction of service quality project with improving service quality as the core
The construction of catering service quality is a huge systematic project, which is a comprehensive embodiment of catering management strength. In 21xx, I carried out the following work in the daily management and service quality construction of various operating departments:
1. Writing operating procedures, Improve the service quality
According to the actual operation conditions of various departments in the catering department, we have compiled the Operating Specifications for Banquet Service, Qingyeting Service, Western Restaurant Service, Bar Service and Stewardship Service. Unify the service standards of all departments, establish standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements of the VIP room, the service reception process of the VIP room is compiled, which makes clear and detailed provisions from the aspects of client reception, language requirements, dinner service, wine promotion, hygiene standards, article preparation, environmental layout, audio-visual effect, energy saving and so on, which promotes the service quality of the VIP room.
2. Strengthen on-site supervision and ambulatory management
On-site supervision and ambulatory management are important forms of catering management. I insist on allocating management time according to the principle of "28" during the shift (81% of the time is spent at the management site, and 21% of the time is spent at the management summary), and directly participate in on-site service, give timely corrections and prompts to the problems on the spot, record typical problems, and reflect them to the heads of various departments to analyze the root causes of the problems.
3. Compile the overall practical plan of wedding banquet to improve the quality of wedding banquet service
Banquet service department is a brand project of the hotel. In order to further improve the quality of wedding banquet service, the overall practical plan of wedding banquet service was compiled, which further standardized the operation process and service standards of wedding banquet service, highlighted the atmosphere of the wedding scene, and invited the human resources department to conduct special training for the wedding emcee, making the emcee more distinctive and promoting the reputation of the wedding banquet market.
4. Hold special service meetings regularly to discuss the problems existing in service.
Good service quality is the core of catering competitiveness. In order to ensure service quality, improve service management level and customer satisfaction, the last day of each month is designated as service quality seminar day, which is attended by 4-5 level managers of various restaurants to analyze the service status of each restaurant in that month, review service quality, share management experience, analyze typical cases and find out the root causes of problems. At the seminar, restaurants learn from each other, and the participants actively participate, express their opinions, dare to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This form of discussion provides a platform for restaurant managers to exchange management experience and plays a positive role in ensuring and improving service quality.
5. Establish a restaurant case collection system to reduce the probability of customer complaints
This year, the Food and Beverage Department implemented a restaurant case collection system to collect customers' complaints about service quality and product quality, which is an important basis for improving management and evaluating the management level of managers in various departments. Restaurant managers analyzed and summarized the collected cases and came up with solutions to the problems, making management more targeted and reducing the probability of customer complaints.
second, organize the first service skills competition to show the service skills of the food and beverage department
In order to cooperate with the xx anniversary celebration of the hotel, the food and beverage department organized the first catering service skills and catering knowledge competition in restaurants in August, and compiled the practical operation plan of the competition. After more than one month of preparation and preliminaries, with the strong support of the human resources department and the administrative department, it was successful, affirmed by the superior leaders, and fully demonstrated the catering department's skilled service skills and excellent basic skills.
Third, carry out employee training at all levels to improve the overall quality of employees
This year, * * * carried out 15 trainings, including 3 service skills trainings, 3 induction trainings for newcomers, and 9 special trainings. The curriculum ideas and main contents are as follows:
1. Expand management ideas, Broaden industry horizons
Most middle-level managers in restaurants are gradually promoted by lower-level employees (some managers have been working in the same position for four or five years), and their management horizons are relatively narrow. In order to strengthen their management awareness and expand their industry horizons and professional knowledge, seven catering professional knowledge trainings were set up for middle-level managers this year, the main contents of which are Customer Satisfaction Management, Catering Marketing Knowledge 1, Catering Marketing Knowledge 2 and Catering Marketing Knowledge 2. The setting of these courses has a positive effect on expanding the management ideas, catering professional knowledge and industry vision of middle-level managers, alleviating various contradictions and conflicts in the management process and enhancing the feelings between employees and employees and customers.
2. Cultivate employees' service awareness and improve their comprehensive quality
In order to cultivate employees' service awareness and improve their comprehensive quality, this year, we have carried out trainings such as Catering Service Awareness Training, Employee Mentality Training, Five Practices for Service Personnel, Employee Etiquette and Politeness, and Wine Knowledge. These training courses have enabled grassroots service personnel to improve their service awareness, service mentality and knowledge.
3. Carry out service skill training to improve the service level of VIP rooms
In order to improve the service reception capacity of VIP rooms, we have carried out "VIP Room Service Reception Skills Training" and "Restaurant Ordering Skills Training", analyzed and explained the problems in service reception in the form of case analysis and demonstration, and demonstrated the standardized service, marketing skills and humanized service in practice, which improved the service quality of VIP rooms.
4. Adjust the students' transition mentality and quickly integrate into the catering team
As an important part of the staff in the catering department, whether interns can quickly integrate into the team and adjust their transition mentality will directly affect the quality of catering services and team building. According to the characteristics of interns and their entry conditions, this year * * * carried out a special training on how to transform campus people into enterprise people, with the aim of adjusting students' mentality, facing up to the role transformation and understanding the characteristics of the catering industry. The setting of this course makes students fully prepared psychologically, alleviates the dissatisfaction caused by the unsuitable role change, and accelerates the pace of integration into the catering team.
5. The purpose of developing practical courses
training is to improve work efficiency and make management more standardized and effective. In July, the course "Execution" was developed according to the phenomenon that the management of restaurants did not perform well, which made managers fundamentally realize that "a good system requires good execution", and combined with the specific performance of insufficient execution of restaurants and the implementation of execution by advanced enterprises in the same industry, it was analyzed in the form of case analysis, which made managers realize the important truth that "without execution, there is no competitiveness", and managers at all levels had a new understanding and understanding of execution.
IV. Problems and deficiencies
Although the work of this year has been completed as planned, the quality of the work has not been done enough. As far as the operation and training of the department are concerned, it is mainly manifested in the following aspects:
1. Insufficient management, uneven efforts and weak links
The management of some sensitive issues in the management process is weak, and the repeated service quality problems cannot be hit the nail on the head. At the same time, the main focus is on the quality of floor service, which weakens the management of the housekeeping department and the wine department.
2. There are not enough interactive links in training
There are not many interactive links in the training process, and there are fewer opportunities for employees to participate, which reduces the vitality and vitality of the classroom.
3. The course capacity is too large, the teaching progress is too fast, and the speaking speed is too fast
The catering professional knowledge course is too large, and the training progress is too fast and the speaking speed is too fast, which makes the trainees unable to pay close attention to the training content and weakens the training effect of this part of the course.
Five, 21xx year work plan
21xx year is an opportunity year. It is necessary to lay a solid management foundation, make full preparations for hotel upgrading, further improve service quality, optimize service processes, upgrade existing brand grades, create new brand projects, create service highlights and establish a good catering brand image.
1. Optimize the wedding service process and improve the service quality again.
We will optimize the overall planning scheme of the 21xx wedding, further enhance and highlight the style of the host, add more popular elements (adjust the background music) in the wedding hosting, package and enhance the festive atmosphere, highlight the highlights of the wedding, deepen the impression of the audience on the wedding, strive for more potential customers, and polish the golden signboard of wedding service more brightly.
2. Improve the quality of the seminar and establish a good communication platform
On the basis of the existing service quality seminar, further deepen the content of the seminar, expand the number of participants (the heads of bars and catering departments), enhance the depth and breadth of the seminar, build the service quality seminar into a communication platform for middle-level managers, learn from each other, share management experience, stimulate ideological sparks, and turn the quality seminar into a management brand project of the catering department.
3. Establish a monthly quality inspection mechanism and publish the monthly quality status of each department.
In 21xx, the hygiene status, engineering status, equipment and facilities maintenance status, safety management, service quality, employee etiquette, food delivery service, labeling specifications and other contents of each department of the catering department will be comprehensively supervised and inspected according to xx quality inspection standards, and the inspection results will be published regularly every month, and the unqualified departments and posts will be punished accordingly, forming a "quality inspection every day."
4. Take VIP room as a platform to create service highlights and set up a high-quality service window
On the basis of the existing service level, VIP room service will be innovated and upgraded, focusing on service details and humanized service, and the service personnel in VIP room will be structurally adjusted to improve the entry qualifications of VIP room service personnel, improve the salary and treatment of waiters, make VIP room reception service a service model of catering department, set up a high-quality service window of catering department, create service highlights and create service highlights.
5. Assist the manager of the food and beverage department to promote the quality of products.
Products are the core of food and beverage management. In 21xx, we will assist the manager of the food and beverage department in collecting customers' opinions and supervising the quality of products, and promote the quality of products.
6. Adjust the training direction and create a learning team.
In 21xx, we will adjust the training direction, reduce the training density, pay attention to the training effect, provide relevant information on industry learning, guide employees to learn professional knowledge, encourage employees to actively participate in the assessment of catering service skills, the professional qualification certification of bartenders and the learning of catering professional knowledge, and set off a wave of learning professional knowledge in the catering department, which will be very important for various industries recognized by the state. Year-end summary of sales work 2
Develop the market, pay close attention to production management internally, ensure quality, be market-oriented, face the challenge of this year's global financial crisis, seize the opportunity, and all the staff in the sales department work hard together. Qi Xin completed the sales task this year with concerted efforts. The work of this year is summarized as follows:
1. Sales in xx years
After the promotion of our company in exhibitions in Beijing and Shanghai and professional magazines such as Huicong and Discovery Resources in XX years, our company's Yangmai brand products have gained a certain popularity, and customers at home and abroad have a certain understanding and understanding of our products. In xx, the boss set a sales volume of 61 million yuan for the sales department, and our sales department completed a total annual sales volume of 59 million yuan, with a production and sales rate of 95% and a payment recovery rate of 98%.
2. Strengthen business training and improve comprehensive quality.
the product sales department is responsible for the sales of all products of the company, and it is conceivable that the responsibility is great and the task is arduous. It is very important to establish a high-quality sales team that can recruit good fighters to complete the company's annual sales task. "If a worker wants to do a good job, he must sharpen his tools first". In order to improve the comprehensive professional quality of sales staff, all staff in the sales department must carry out vocational skills training to further improve their sales knowledge. This year, the company added the online version of the financial management software with a speed of 3111, and the sales and financial management can be clearly reflected in a timely manner. Our sales staff are trained by Beijing Marketing Communication Technology Co., Ltd., and their professional knowledge and internal information are confidential, so everyone must have professional ethics. The boss is the highest leader who leads the sales department. He hopes to strengthen the supervision, criticism and professional guidance to our employees, so that our sales staff can learn more professional knowledge and enhance their technical functions and self-appreciation. In xx years, I studied iso internal audit training and accounting professional knowledge training, and obtained a nationally recognized certificate. In the past year, we have fully practiced the management knowledge and methods we have learned in our company's production management, and the display effect is satisfactory.
3. Build a marketing network and cultivate sales models.
microphone wire sales are the focus of our product sales department, and the sales situation will directly affect the company's economic benefits. Over the past year, the product sales department has insisted on consolidating the old