20xx year is about to pass, we are full of confidence ushered in 20xx year. The past year, is to promote the hotel "safety, operation, service" three major themes of the year, but also the hotel's annual revenue and profit indicators to complete a more satisfactory year. On this occasion, it is necessary to review and summarize the past year's work, achievements, experience and shortcomings, in order to help build on strengths and avoid shortcomings, and forge ahead in the new year to try to create a new record.
First, the introduction of brand management, good room work
The hotel through the introduction of brand management, strengthen the "basic code of conduct for staff hospitality" on the "instrument, smile, greetings," and other 20 words of training, strengthen the management of the site supervision and quality inspection, and gradually improve the front desk. Quality inspection, and gradually improve the front desk hospitality departments and positions of the window image, and constantly improve the quality of service standards of employees. As a result, in May this year by the Municipal Tourism Bureau once a year to organize the star-rated hotels open and secret scoring evaluation, our store only deducted 2 points, obtaining high quality service scores, the same star-rated hotels in the region ranked first. In addition, in the reception service of large-scale activities, our store sales, front office, guest rooms, property, restaurants and other departments or positions, respectively received from the activities of the organizing committee of the letter of commendation, the letter are praised: "the hotel staff's warm and considerate service to our daily life to provide the necessary logistical support, so that we can successfully complete the event. "
Two, quality as a prerequisite, grasp the room work
1, team morning meeting. In order to ensure that the hotel's basic products "rooms" quality and stability, the Department of Rooms according to the hotel requirements, the establishment of a long package and casual guest groups of the morning meeting system, the day's work for the layout of each employee's instrumentation and grooming irregularities in the standardization, so that all employees in the ideological can be consistent, to ensure that the implementation of the work of the In the weekly meeting of the team In the weekly meeting of the team to summarize last week's work, the next week's work to arrange and form the text, at the same time will be the content of the relevant documents into which the hotel, fully embodies the "strict, fine, solid" style of work.
2, security checks. In addition to the establishment of a full-time departmental safety and security officer in charge, the security knowledge training system throughout the year, reflecting the different levels, content. From the hotel's corresponding preventive measures, emergency handling to the inspection requirements of the electrical appliances, etc., starting from the drop. Clearly identify the person in charge of safety in each area, in the form of text on the wall, emphasizing the "who is in charge, who is responsible for" "group work" principle of work. For the resident guests, meeting guests, passers-by to carefully observe, carefully check, so that there is no omission. Throughout the year, the bulk passenger area **** found out the rooms that did not match with the guests and the people who did not match with the guests. The guest services department *** to find out the hidden danger of unsafe (guests did not close the door, close the window, not in line with the hotel electrical appliances use regulations).
Third, the "guidelines" as a reference, to grasp the training work
1, store-level lectures. In accordance with the hotel at the beginning of the full training program, with reference to the "basic code of conduct for staff hospitality" 20 words, by the store-level leadership organization convened by the department manager, supervisor, foreman and hospitality service staff of the thematic training, focusing on the quality of the management of the lecture, service awareness, courtesy and hospitality, case study, and so on. Throughout the year **** organization training Yu batch, about people to participate, through the explanation, comments, exchanges, etc., trainees in the ideological understanding and daily work, are different degrees of enlightenment and enhancement.
2, departmental training. In the hotel organization training at the same time, monthly plans for the department staff to carry out "20 words" guidelines and job training. For example, the sales department of the front office, to grasp the post training work, to achieve "daily theme, daily training". In stages, content of the front office staff training and assessment. Front desk reception, cashier every day after the morning shift to use their spare time for training; supervisor, foreman every two weeks for a training, front office staff monthly training. The training includes business knowledge, reception of foreign guests, sales techniques, case analysis, emergency problem handling and so on. Through training, the overall quality of the staff has improved, the English level has improved, the business level has improved, and the satisfaction of the guests has improved. Over the past year, each department **** self-organized training batch, about people to participate. Hotel and department combined two-level training to improve the overall quality of staff thinking, service attitude and business reception capacity.
3, practicing assessment. In the daily business training, job training on the basis of the organization of business practice assessment, assessed the first XXX, second XXX, third XXX, were awarded and publicity circular for recognition.
By reviewing and summarizing the work of the hotel throughout the year, it inspired and spurred the entire store to enhance confidence, invigorate the spirit, carry forward the achievements and rectify the problems. And will develop a new year's management objectives, business targets and work plans to guide the hotel in 20xx and the work of the department of the comprehensive development and concrete implementation.
Front desk foreman personal work summary three twoIn the blink of an eye into the company has been working for more than a year, according to the company's manager's work arrangements, is mainly responsible for the daily operation of the restaurant floor and the department's training work, is now the 2015 annual work situation to summarize the report and make a brief overview of the 2015 work intends to do.
First, the hall surface site management
1, etiquette and courtesy requirements for each day of the regular meeting to repeat the practice, the staff to see the guests to be polite language, personality is the front desk cashier and the area to look at the position of the service personnel required to do a call to be answered, the requirements of etiquette and courtesy applied to every drop of the work, the staff to supervise each other, **** with the progress.
2, before the class insisted on the appearance of the instrumentation of the inspection, appearance of the instrumentation of the unqualified required to organize the qualified before going on duty, on duty found that the appearance of the problem immediately corrected, supervise the use of manners and courtesy to the guests, the staff to develop a good attitude.
3, pay close attention to the positioning and service awareness, improve service efficiency, for service personnel in the dining peak time for reasonable deployment, to the foreman or assistant as the center at any time to support the busy stalls in the region, the other personnel have their own responsibilities, clear information on their work, the division of labor and cooperation.
4, advocate efficiency services, require employees as long as there are guests need service immediately for guest services.
5, goods management from large items to small items, whether it is a guest loss or natural damage, everything is required to do to follow the rules and regulations, evidence-based, someone to implement, someone to supervise, follow up to the person, some summary.
6, health management public **** area, cleaning staff are required to see a foreign body or dirt must be cleaned immediately. The hygiene requirements of the region of the sofa surface, around and around the table, the ground, no dust, no water stains, neatly arranged, no tilt.
7, dining time because the guests to the store is more concentrated, there will often be guests queuing phenomenon, guests will show impatience. At this time it is necessary to foreman team leader personnel to make good reception before the peak of reception preparations, in order to reduce the waiting time of the guests, but also should pay attention to the table position, to ensure that there is no error. Do a good job of explaining the work, shorten the waiting time, seriously receive each table guests, do busy but not chaotic.
8, buffet is a new project in the dining room hall, in order to further enhance the quality of buffet service, the development of a "buffet service overall practical program", to further standardize the buffet service operation process and service standards.
9, the establishment of the restaurant case collection system to reduce the chances of customer complaints, collect restaurant customers on the quality of service, quality and other aspects of the complaints, as a way to improve day-to-day management and service to bring an important basis for the collection of all restaurant staff to analyze and summarize the case, come up with a solution to the problem, so that the daily service is more targeted to reduce the chances of customer complaints.
Second, the daily management of staff
1, the new staff as an important part of the restaurant staff, can quickly integrate into the team, adjust the transformation of the mentality will have a direct impact on the quality of service and team building. According to the characteristics of new employees and the entry situation, to carry out thematic training, the purpose is to adjust the mentality of new employees, facing the transformation of the protagonist, recognizing the characteristics of the catering industry. So that the new employees in the psychological make full preparation for the idea, alleviate the protagonist transformation due to the discomfort caused by the dissatisfaction, speed up the pace of integration into the catering team.
2, focusing on the growth of employees, always pay attention to the staff's mentality, requiring continued good working conditions, from time to time to organize staff to learn, and to staff assessment, check the effectiveness of the training, and found that deficiencies in a timely manner to make up for the improvement of the training program, the monthly regular staff to talk to do the ideological work, to understand the status of their recent work to find a problem from the problem to solve the problem.
3, combined with the actual work to strengthen training, the purpose is to improve efficiency, so that the management of more standardized and effective. And combined with the daily restaurant case study in the form of analysis, so that members of the daily service has a new awareness and understanding of the daily service consciousness constitute a consistent.
Third, there are shortcomings in the work
1, in the process of the work is not enough detail, the work arrangement is unreasonable, the work of the situation is more, the primary and secondary is not very clear.
2, the lack of communication between departments, often after the incident only to find the existence of the problem.
3, the training process is not much interaction, reducing the anger and vitality
Fourth, 20xx year work plan
1, do a good job of internal personnel management, in the management of the system to achieve a strict, clear division of labor.
2, on the basis of the existing regular meetings to further deepen the information of the regular meetings, enhance the depth and breadth of the seminar, the quality of service seminars to build a communication platform for all service personnel to learn from each other, learn from each other, share service experience, stimulate the mind
3, will be based on the existing service level of service on the basis of the service innovation and enhancement, the main focus on the details of the service and humanized service. Improve the entry qualification of service personnel, enhance the salary assessment treatment standard of service personnel, strengthen daily service, establish quality service window, create service highlights, on the basis of the brand and then create a new service brand.
4, in the management of goods duties to people, chapter by chapter, with evidence, someone to implement, someone to monitor.
5, increase efforts to the maintenance of member customers.
Front desk foreman personal work summary of three three
The upcoming past xxxx year is full of busy and happy year. At the end of the year, I stand in the old and new time station, looking back to the past, looking forward to the future, can not help but think a lot. In the past year, under the guidance of the group, in the department of leadership care and help and friendly cooperation between colleagues, my work and learning has been a significant development.
First, strengthen the business training, improve their own quality
In the front desk supervisor, foreman and colleagues of the enthusiastic help, my business skills have improved significantly. Front office department as the front of the hotel, each employee has to directly face the guests, so our staff's work attitude and service quality reflects a hotel's service level and management level. And the front desk is the face of the most core part, I know my responsibility, one of their own negligence will bring economic losses to the hotel. So in the work, I am serious and responsible to do a good job in every job, proactive to other colleagues to learn more professional knowledge, in order to strengthen their business level. Only in this way can I make myself in the business knowledge and service skills have further improved, in order to better provide quality service for guests, so that guests are pleased.
Two, "open source, cost control" from the small things, from me
"Open source, increase revenue and reduce expenditure" is the pursuit of each enterprise is not vector. Under the leadership of the departmental leaders, we actively respond to the hotel's call to carry out savings and cost-saving activities to control costs. In order to save costs, we use the recycling of used welcome cards for the hotel's internal staff, when the HSE room to check in, when the SALES to take guests to visit the room, we use these used welcome cards to load the key in order to reduce the amount of use of the welcome card, to the hotel to save costs. Printed report paper is used to make drafts, and all kinds of reports are printed on both sides as far as possible. Through these controls, the hotel revenue generation for the front desk to make their due contribution, but also to do their own little power.
Three, to strengthen their own sales awareness and sales skills, to improve the housing rate
In the department of the leadership of the training to help, I learned some of the sales skills. The first thing you need to know is how to get the best price for your home. How to recommend a better room type to the guests who have reservations? And so on. Here I would like to thank our department head for unreservedly imparting these sales knowledge to us. In addition to increasing my own knowledge, I also actively make my own efforts to promote casual room sales. As long as the guests to the front desk, I try to do everything possible to let the guests stay, even if it is UG. so as to strive for a higher occupancy rate.
Four, pay attention to the coordination of work between departments, and colleagues friendly
The hotel is like a big family, departments and departments in the work of the inevitable occurrence of some unpleasant little things. Front desk as the entire hotel hub, it with catering, sales, rooms and other departments have a close working relationship. So in the daily work life, I always pay attention to their own words and deeds, take the initiative to deal with the various departments and colleagues to deal with good relations, respect for others at the same time also won the respect for themselves. Family and all things prosper, only in this way, our hotel, our group can make great progress.
In this year, I have grown a lot, learned a lot, but the shortcomings I also y realize and appreciate.
1. Lack of flexibility and initiative in the service, because of the fear of doing wrong and dare not boldly do.
2. Encountering unexpected events, lack of good psychological quality, can not calmly deal with the problem.
3. Cannot control the room well in the reception of large conference team.
The new year is about to begin, I will be in the hotel under the leadership of the leadership, down-to-earth, serious work. Proactively cooperate with the foreman, supervisor and leaders to complete the work, and strive to improve their overall quality, improve the quality of service, correct those deficiencies, and do a good receptionist. Strive to achieve better development in the group on this excellent platform, for the group's prosperity and dedication to their own modest contribution.
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