Personal year-end summary of the front office manager of the hotel

Time really flies, and the year-end work has arrived. During this year, everyone has come into contact with many new things and learned many new knowledge and skills. At this time, how can the most critical year-end summary fall behind! What kind of year-end summary report should you have seen? The following is my personal year-end summary of the front office manager of the hotel. Welcome to share.

personal year-end summary of hotel front office manager 1

First of all, I would like to introduce myself to you. My name is XX, and I am the sales manager of Four Seasons Restaurant. Now I will make a report on my work in the past seven months.

After taking office on March 4th, 21xx, the first few months (March, April and May) were mainly to assist the restaurant manager in the daily internal management of the front office, and the last few months (June, July, August and September) were mainly responsible for the marketing of Four Seasons restaurants due to the needs of work, the trust of leaders and the needs of their own development. From the front office management to internal and external marketing, from the concert of "Zuo Lin You Li" to the inspiring Asian Cup, from the Asian Cup to the concert in Faye Wong, and then to "Perfect", the stadium held a series of activities, and the Four Seasons Restaurant also set off a climax of operation under the hard work of the market. Looking back on my work in the past few months, there are mainly the following aspects:

1. Pay attention to study and education, and encourage me to make progress

Since I took office, I have been in charge of internal management in Four Seasons Restaurant, and I know that most employees of Four Seasons Restaurant come from different regions such as Hebei, Anhui, Hunan, etc., and their cultural level and comprehensive quality are very different, and their professional level and service awareness are not high. In view of this situation, I list my shortcomings one by one. Correct the wrong management methods, explain the theory and practice the operation. From the standard polite expressions, smiling service, professional ethics concept and food collocation when guests enter the store, the eight skills practice operation procedures are standardized. Through learning, employees can strengthen the service quality and improve the service level. When guests enter the store, they can take the initiative and enthusiasm to serve, introduce hotel dishes, and when guests light cigarettes, waiters should present ashtrays in time. In April, a skill competition was held, and the waiter Li Xiaojuan won the first place in the skill competition. Other waiters have developed a good habit of asking questions if they don't understand, asking for advice from each other if they don't know how to go to school, and they have also learned a lot, and their mental outlook is getting better and better, which has improved their work efficiency. However, the operational details need to be improved.

2. In the early stage, there were many problems in the work of Four Seasons Restaurant. The main problems were that there was no standardized system, employees were unclear about the system, and some systems were not implemented by specific responsible persons. Through the guidance of the leaders of the quality inspection department, I have listed the switching time and the person in charge of the wall and stereo in the health work system, as well as the service process, personal hygiene requirements and standards of each post, and the matters needing attention in finishing work, and conducted on-site supervision and inspection every day, which is of great help to employees to strengthen their work consciousness and clarify their work responsibilities. In the later period, the telephone cost was high. With Wu Jingli's telephone box, the telephone was locked after work, and no waiter was allowed to make local calls, which put an end to the phenomenon of making local calls after work.

3. Grasp the communication with internal customers

Communicate with customers sincerely, listen to their valuable opinions, constantly improve and coordinate, and feed back the feedback information from customers to the kitchen in time. For example, sometimes the customer feedback that "Ami fried meat" is not enough, and "boiling fish" is not fragrant enough, etc., through the sincere feedback from customers, coupled with our serious discussion and revision, the quality of dishes will be continuously improved to satisfy customers.

4. Pay attention to the reception and management of the banquet.

October is the golden season of the wedding banquet. I made a wedding banquet plan and distributed leaflets to the surrounding units for visiting. At present, I have undertaken five wedding banquets in October, introduced the advantages of Four Seasons Restaurant to the coming guests, telephoned the wedding company, publicized the hotel scale, and made full preparations for the banquet reception in a planned way.

5. In-depth market research, close cooperation with the sales department to grasp the market economy

During Zuo Linyou Li's concert, close cooperation with the sales department to undertake lunch boxes for the staff of the Organizing Committee, which generated a record of 11,111 yuan. During the Asian Cup, I cooperated with the stall work and internal management supervision for many times. Through the Asian Cup, I felt the team spirit. During the concert in Faye Wong, I communicated with the leaders of the Organizing Committee for many times about the dining of the venue staff and coordinated the dishes, which earned the hotel more than 11,111 yuan in meal expenses. Then I went to the Perfect Concert and took over the buffet for 281 people, including the meal standard of 81-111 yuan.

6. Grab group meals

We communicate with more than 31 tour groups by telephone every Saturday, Sunday and Monday and receive group meals. At present, travel agencies, travel agencies, China Travel Service and travel agencies spend the most. By receiving group meals, firstly, it increases the popularity of restaurants, and secondly, it reduces the cost of kitchens. And take advantage of the opportunity to receive group meals, seriously consult and feedback, and do a good job in feedback statistics of information.

In short, during these ordinary and extraordinary seven months, I felt deeply, and at the same time I felt deeply my own shortcomings. At present, the outside market has not been fully opened, so I need to continue to work hard. I will work hard in these aspects:

1. Keep learning, improve myself, and strengthen the learning of sales business knowledge and all aspects.

2. While doing a good job in this position, constantly develop new customer groups.

3. Maintain and communicate with internal customers.

4. Arrange the marketing work in a planned way.

5. Do a good job in customer statistics, constantly strengthen contact, handle customer complaints and feedback information.

6. Cooperate closely with the hotel sales department for meal reception and reception services. Thank you very much for your leadership! thank you Personal year-end summary of the front office manager of the hotel 2

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 XX year, the following work was carried out in the daily management and service quality construction of various operating departments:

1. Writing operating procedures, Improve service quality According to the actual operation situation 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. Compiling the overall practical plan of the wedding banquet and improving the service quality of the wedding banquet is a brand project of the hotel. In order to further improve the service quality of the wedding banquet, the overall practical plan of the wedding banquet service was compiled, which further standardized the operation process and service standards of the 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 hotel's 15th anniversary celebration, the Food and Beverage Department organized restaurants to hold the first competition of service skills and catering knowledge in August, and compiled the practical operation plan of the competition. After more than one month of preparation and preliminary competition, with the strong support of the Human Resources Department and the Administration 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 consciousness and improve their comprehensive quality

In order to cultivate employees' service consciousness and improve their comprehensive quality, this year, we have carried out trainings such as Catering Service Consciousness 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 consciousness, 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, * * * has carried out three special trainings on how to transform from campus people to enterprise people, with the aim of adjusting students' mentality, facing up to the role transformation and understanding the characteristics of 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. Personal year-end summary of the front office manager of the hotel 3

Today, we ushered in another new year in the new century with a happy mood. The past year was of great and far-reaching significance to the development of Sheraton Hotel. Under the wise and decisive decision and correct leadership of the chairman, Sheraton Hotel has embarked on the track of institutionalized and standardized management by keeping pace with the times and actively adapting to market demand. Marketing and customer service work has been continuously upgraded and achieved rich returns. While obtaining good economic benefits, Sheraton Hotel's popularity in Zhangpu is also expanded throughout Zhangzhou. Today, as the general manager of Sheraton Hotel, I will give you a 21xx work summary and 21xx work arrangement.

First, review the main work in 21xx

The work in 21xx can be summarized as "one center, two key points and three stresses", specifically, "customer-centered"; Attach importance to the image of management tree and the development of strong brands; Grasp safety production, grasp cultural training, and grasp energy conservation and efficiency. " under