At the end of the year, no matter where you are or what you are doing, you should make a personal work summary. The following is my annual work summary of the hotel front office manager. I hope I can help you!

First, the year-end summary of the front office manager of 21XX Hotel

Dear leader:

Hello, I'm XX, the assistant lobby manager from the front office branch of the housekeeping department. How time flies! I've been working in Wangda Hotel for almost a year in a blink of an eye. At the opportunity of welcoming the new year with confidence, I'd like to review and summarize the work of the year, so as to foster strengths, avoid weaknesses, make progress and strive for new achievements in 21xx.

The front office post is the front office post of the hotel, and it is also a place where guests ask questions, reflect the situation, make suggestions and complain about dissatisfaction. Every employee should directly face the guests, and their working attitude and service quality can reflect the service and management level of a hotel. The assistant manager in the lobby represents the image of the hotel, and the position of the assistant manager in the lobby gives his work particularity.

as the assistant manager of the hotel lobby, I always adhere to the work style of "guests first, service first" and "guests are completely satisfied", and properly handle complaints of all sizes without damaging the basic interests of the hotel, even if I solve all kinds of difficult problems of the guests, I will leave them satisfied and win the reputation and benefits for the hotel. After the treatment, I summed up my experience and found out the shortcomings under the guidance of the department leaders, and I gradually became mature after each summary and improvement.

Because of the influence of the global economic situation, the hotel service industry is in a special stage of "labor shortage". Under the circumstances that the desk staff who are engaged in individual hotel room marketing, check-in and check-out are overloaded and short of manpower, we can fill the vacancies in time and take care of the front office management. Although it is very hard, I feel challenged every day in this position, because we will meet different guests and have different needs. Every day, I have different feelings, I will be delighted by the successful communication with guests, especially foreign guests, I will be excited by seeing full rooms, and I will be enriched by the busy work brought by it; Will also be frustrated because of the limitation of equipment or conditions and can not solve the guest's requirements; I will feel full of hope because of any slight change in the front hall. I like the feeling of progress after work every day.

in my spare time, I studied accounting basics and financial laws and regulations, and obtained the qualification certificate, so as to better assist the financial department in managing the accounts at the front desk. In daily work, in line with the spirit of selfless dedication of Party organizations to educate us in party member, we should set an example, be dedicated and work hard, have a decent style, and strive to be a pioneer model. Sincere and down-to-earth style also makes me get along well with my colleagues.

Of course, looking back on the work of one year, there are still some shortcomings:

1. Not mature enough in thought, and the ability to integrate theory with practice needs to be improved.

2. The coordination among all departments in the hotel is not in place.

3. Self-control ability is still lacking, so you can't always be calm and humble when things happen. To sum up, to correct the problems found, in order to better work in the future and update everything in the new year, my work should also keep pace with the times, and the work plan for 21XX is as follows:

1. Deepen theoretical study, strengthen the ability of applying theory in practice, and always familiarize yourself with the operating procedures of various departments of the hotel with excellent party member, so as to strengthen the synchronization requirements of daily work management, and better play a vanguard and exemplary role in the work.

2. Sex; Strengthen the overall concept, change the work style, strive to overcome their negative emotions, improve the quality and efficiency of work, and actively cooperate with leading colleagues to do a better job.

3. Strengthen the communication with the staff in all positions in the front office, understand the mentality of the staff in all positions, improve their work and improve their ability to cope with emergencies, even if they handle guest complaints and strengthen the handling of guest opinions, they will strengthen their hotel awareness.

4. Overall management awareness, public relations awareness and overall sales awareness efficiency;

5. Tracking and feedback. And training awareness.

II. Summary of the work of the front office manager of the hotel

21xx years have passed. During this year, xx Hotel has undergone great changes under the joint operation of xx Company and XX Company. The two shareholders invested a lot of money to update and transform some of the hotel facilities, and the third floor, which has been abandoned for many years, was renovated and opened, making up the vacancy of hotel entertainment projects and making the hotel service projects more perfect. In view of the problem of peculiar smell in guest rooms, ventilation was fundamentally solved by opening windows, and the old TV in guest rooms was updated ..., all of which brought vitality and hope to the hotel.

With the renewal of hotel equipment, the improvement of service items and the further improvement of staff service level, xx Hotel won the second best performance in the history of star rating review in 21xx, which made XX Hotel have a high reputation in the hotel industry. All these are the effective management of store-level leaders and the efforts of hotel employees. Therefore, the hotel pays more attention to the spiritual civilization construction of employees, creating a good living space for employees, transforming the laundry room of the hotel into a spacious dining room for employees and a dual-purpose room for employees' activities, adding entertainment items such as table tennis and table tennis tables, and launching various competitions many times, which not only enhances the employees' physique but also enriches their spare time. The hotel also installed solar hot water in the employees' dormitory to solve the problem of employees taking a bath in winter. All these employees can only repay the hotel by working hard.

despite the constant turnover of staff in the front office this year, all the staff can still overcome difficulties, unite and forge ahead, and successfully complete all the reception tasks assigned by the hotel. In the whole year, * * * received four VIP groups and held numerous meetings, which were well received by the guests during the whole reception process. Over the past year, the front office has done the following work:

First, strengthen business training, Improve the quality of employees

As the front office of the hotel, every employee should directly face the guests. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have formulated detailed training plans for five branches: for the switchboard, we have trained the language skills of answering calls; Train the baggage handling and storage services at the baggage office; Receptionist's courtesy and skills training in selling houses; Especially in July this year, all employees in the front office were trained in foreign languages for one month, which laid a certain foundation for this year's star rating review. Only through training can employees further improve their business knowledge and service skills and better provide quality services to their guests.

second, instill in employees the consciousness of "increasing revenue and reducing expenditure" and control the cost

"increasing revenue and reducing expenditure" is the pursuit of every enterprise, and the front office staff actively responded to the call of the hotel to carry out the activities of saving and reducing expenditure and control the cost. In order to save money, the front office purchased plastic baskets to hold team keys, which reduced the use of key bags and room cards, and saved the hotel money (in the past, no matter whether it was a team or an individual, each room had to fill in a room card and use a key bag, which greatly saved money. The room card and key bag were 1.18 yuan/piece, and the key bag was 1.11 yuan/piece, and there were more than 1,111 team rooms every day. The business center uses overdue reports to print draft paper; Supervise the staff staying in the accommodation to save water and electricity; Control office supplies and use every piece of paper and pen well. Through these controls, the front office should make due contributions to hotel revenue.

Third, strengthen employees' sales awareness and skills, and improve the occupancy rate

According to the market situation, the front office actively promotes the sale of casual rooms. This year, the hotel has launched a series of room promotion programs, such as fan rooms, loyalty cards, vouchers, thousand yuan cards and other promotional activities. The receptionist flexibly grasps the room price according to the market conditions and the occupancy situation of the day while giving preferential policies to the hotel. The number of casual guests at the front desk has increased significantly, and the occupancy rate has improved.

Fourth, pay attention to the coordination among departments

Hotels are like a big family, and friction will inevitably occur between departments in their work, and the quality of coordination will be greatly affected in their work. The front office is the central department of the whole hotel, and it has a close working relationship with catering, sales, guest rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it to avoid the deterioration of things, because everyone's common purpose is for the hotel, and if it is not solved and handled well, it will bring certain negative effects to the hotel.

5. Strengthen the management of all kinds of reports and customs declaration data.

The front desk will check in each guest according to the regulations of the Public Security Bureau, and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest of their valuables. Designate a special person to be responsible for all the reports and data in the front office, classify and file the reports and report them monthly. Compared with the room income in 21XX, the room rate increased by 9.46%, but the income decreased by 241,223.17 yuan. The main reason is that the average house price decreased due to vicious competition among hotels, and the occupancy rate increased while the income decreased. The room profile table is attached.

The achievement is gratifying, but we are also deeply aware of the shortcomings:

1. Lack of flexibility and initiative in service;

2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;

3. Some new employees are not skilled in their own jobs;

4. The copier in the business center is aging, and its effect is not good, which affects the income of the business center. The cash income from copying in the business center this year is only 2,812.9 yuan. Attached is the business summary table of the business center for 21xx years: according to the hotel, new sales targets and tasks have been set for the business department, and XX year is an important year for the front office department. In order to cooperate with the sales department to complete the task, the annual work plan is formulated:

1. Continue to strengthen.

2. Stabilize the workforce and reduce the mobility of employees;

3. "Hardware" aging and "software" supplement, to make up for the deficiency of equipment aging by improving service quality;

4. Improve the sales skills of the front desk staff, increase the occupancy rate of individual customers, and strive to complete the sales tasks assigned by the hotel.

The new year has begun, and all the staff in the front office will provide the best service to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".

Front Office: xxx

YY

III. Personal Year-end Summary of Front Office Manager of 21XX Hotel

The busy and unforgettable 211x year is about to pass. Under the leadership of General Manager Wang Renzhi, we managed the Zuibai Building step by step in an orderly manner. The specific work report is as follows:

Work performance:

Catering in scenic spots. After countless golden weeks, holidays and car-free days, our catering industry has encountered one impact after another and experienced one severe test after another. However, with the concerted efforts of all the drunken white people, Qi Xin has achieved all the indicators issued by the group company with gratifying results.

Self-discipline:

This year is also the fourth anniversary of my work in the Drunken White House. Although my life is dull and I have not made any earth-shattering deeds, I have been faithful to my job for several years, and it is my work style to be realistic, pragmatic, diligent and exemplary. Don't care about personal gains and losses, don't shirk your work, treat guests with a warm, thoughtful, meticulous and predictable service concept, respect superiors, actively participate in various collective activities, educate people patiently, be kind to staff management and grasp principles.

service quality control:

(1) In June this year, with the support of the Federation of Trade Unions and the Labor Bureau, 51 junior workers, 11 intermediate workers and 5 senior workers passed the service qualification certificate.

(2) New employees should be trained and assessed in a planned way before they take up their posts, and then they should become regular after the assessment in the regular period, and the existing skills problems of employees should be pointed out in time and targeted training should be conducted.

(3) check the preparation work before meals, supervise the management during meals, and give feedback to different departments in time, so as to truly feel an industry saying that "guests are our teachers".

(4) At the end of each month, the selection activities of service quality pacesetter, self-discipline pacesetter and tabletop pacesetter were carried out. Although the reward funds were limited, the work enthusiasm and centripetal force of employees were improved.

Hygienic quality is the golden rule of our catering work, and the hygiene inspection system is strictly specified. Before meals every day, the duty supervisor and the duty service personnel shall conduct strict hygiene inspection and registration in each area, and conduct monthly rewards and punishments, and conduct monthly selection of health quality pacesetters. It not only establishes the health awareness of employees, but also allows employees to participate in the inspection and establish the idea of ownership.

customer information service maintenance

(1) register and file information for new and old customers.

(2) short message communication on holidays.

(3) Prepare the old customers' tastes and favorite dishes in advance, so that the guests can really feel drunk and feel like they are at home, and really interact with customers.

(4) Visit special high-end customers in person if they feel sick or hospitalized.

Healthy and beneficial activities:

Taking advantage of employees' afternoon rest time, the department purchased some badminton rackets, skipping ropes, table tennis boards, etc. for beneficial physical exercise and enriched employees' extracurricular activities. We also held 4X211 pallet relay race, badminton team competition and skill competition for employees, which made employees happy to work, enhanced their team spirit, and finally improved their work enthusiasm and service quality.

What needs to be improved:

(1) Middle-level managers are frequently transferred, and the heads at all levels have their own management personality and initiative, which causes employees' ideological instability for a while. This year is the peak of marriage and childbirth, with a large employee turnover rate and a large gap in the number of waiters for a while.

(2) There are a large number of new employees with low proficiency and poor quality. Although they have been trained, their acceptance ability is different. Grass-roots and middle-level managers are lax in on-site management and ineffective in supervision, and the service quality is sometimes high and sometimes low.

(3) The sales team is young, inexperienced and short of personnel. Now it is in a state of support and training, and the enthusiasm and enthusiasm for on-site sales are not high.

Outlook for 211x:

I will work harder in the cross policy of "seeking truth, being pragmatic, diligent, pioneering and creative" in my work next year, and work together with enterprises to tide over the difficulties.