Summary is a comprehensive and systematic summary of a period of study, work or its completion, which can make us think, so we should write a summary. So do you really know how to write a summary? The following is the year-end summary model essay of hotel attendants compiled by me for you, for reference only, and you are welcome to read it. Hotel waiter's year-end summary model essay 1

It's another fast year. With the care, support and help of leaders and colleagues, I believe that I will earnestly perform my duties in my work, strive for perfection in my work, always maintain a modest and prudent attitude, and earnestly complete various tasks with the principle of studying hard and working hard. The work situation is summarized as follows:

First, I will always keep an endless attitude in my mind and keep in mind the catering service work.

2. Earnestly study business knowledge at work, combine theory with practice, constantly improve working methods, sum up experience, give full play to post functions, and earnestly study the table setting, tablecloth, bone plate, bowl, spoon, red wine glass, white wine glass, small handlebars, ashtrays, paper plates and mouth cloth in private rooms. The collocation of serving in the box, the collocation of high and low dishes and the collocation of stir-fried soup and cold dishes; Pay attention to the different problems of the guest position, the host position, the deputy host position and the escort position in the service, and so on. In the accumulated study, correct a little one day, improve a little, and make progress every day.

The restaurant is a place where a lot of interpersonal communication takes place. Every waiter will have extensive contact with a large number of guests every day, and will have various interactive relationships with the guests based on the service. Properly handling these relationships will make the guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of the business and the publicity and communication of the restaurant.

My experience of providing excellent service to guests is that as a waiter, we should pay attention to the natural and smooth tone, affability, moderate volume, and constant speed of speech, and be calm and polite at all times. Those words that show respect and modesty should always be on our lips, such as "you, please, I'm sorry, if you can" and so on. In my opinion, smiling is the most necessary tool for communication in the service process. In addition, waiters should pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests. When using language to express, it is necessary to use body language properly, such as using appropriate gestures and actions, combining with oral expression language, and constructing an expression atmosphere that is easy for guests to accept and satisfy.

being able to see through the potential needs of guests at a glance is the most worthy service skill of waiters in the service process. This requires keen observation ability and turning this potential demand into timely and practical service.

For example, when a guest drinks to the end, he actively asks whether to cook, consider pasta, or add some side dishes. And the provision of this service is the most valuable part of all services. The essence of observation ability is to be good at thinking about what the guests think and deliver the service in time and properly before the guests speak. Sudden incidents in service are common. When dealing with such incidents, I think we should adhere to the tenet of "the customer is God and the guest is always right", be good at standing in the guest's position, put yourself in the guest's shoes and make appropriate concessions. But when the waiter really did a bad job, he should apologize sincerely. When the situation happens, the waiter's first consideration is not whether the mistake is on his own side, but to say sorry.

Looking back on the work in xx years, the hotel has carried out many activities for our employees, such as singing competitions and outdoor activities, which have enabled us to have a deeper understanding between employees, leaders and employees, and I have made progress in all aspects, such as thinking, work and communication. It is hard to be a waiter, but if I find out the problems seriously, I can get a lot of valuable wealth. This job brings me more than just a salary. Not only making more friends, but also training my ability. My language ability, communication ability, observation ability and adaptability have been improved in the role of waiter. In my future work, I will make persistent efforts, foster strengths and avoid weaknesses, temper myself in practice and become an excellent waiter.

At last, I wish xx Hotel more prosperous and more branches open. Hotel waiter's year-end summary Fan Wen 2

I came to xx under the introduction of a friend, and I was very happy to get the news that I was going to study in xx. I cherish this opportunity. I have studied hotel management for five years, but I haven't practiced it. I want to start from scratch, which is a good opportunity, so I came to xx to study with enthusiasm. At first, I studied culture and theory courses, and I accepted the culture of xx very much. I am also very happy to be a xx person. After the completion of the ten-day theoretical course, I can't wait to come to the xx store with uneasy feelings. In the first week of coming, I was assigned to the guest room. I thought I could bear hardships and I was fully prepared. When I came to the guest room, I mainly studied room cleaning and bed making with the elder sister of the guest room. Although I was fully prepared, I was still tired on the first day and even doubted whether I could persist. With the encouragement of the elder sister in the room, I made up my mind in my heart and encouraged myself to stick to it. During the six-day study in the room, I learned the process of cleaning a room, the most basic bed making, bathroom cleaning and simple room service methods in the hotel, which gave me a preliminary understanding of the basic goods sold in the hotel. In the second week, I was assigned to a restaurant and learned a series of basic restaurant service methods, such as how to set the table, remove the table, order food, serve food and pass food, from a senior restaurant waiter. And have a further understanding of the service process of the restaurant.

in the third week, I was assigned to the front desk. I like the job of reception at the front desk very much, but I am very uneasy. I don't know whether I can be competent for this job, but I am glad that most of the hotel employees are so warm and friendly. They are not cold and blunt to us because we are interns. When we are tired, a sweet smile from our colleagues and a common "hard work" will move people. The front desk is the reception desk. The service of the front desk basically covers all the services that the hotel can provide, so it is necessary for the front desk service personnel to have enough knowledge of all departments of the hotel to provide satisfactory and thoughtful services for the guests. During the study, my hotel guests have a deep understanding of some basic front desk daily operations, such as how to check in and check out, and have carried out practical operations.

The days of internship have ended day by day. I really learned a lot these days. Besides some basic skills and common sense of service, I also learned how to be a man, how to deal with my own interests and those of the hotel, how to deal with interpersonal relationships among colleagues, how to adjust my mentality, and what I learned is that a waiter should have a strong sense of service. In a chat with a department manager, the manager mentioned service awareness, and I agree with him very much: "Service awareness not only requires waiters to have the concept and desire to provide quality services to guests, but also should have the same awareness for their colleagues." Year-end summary of hotel waiter Fan Wen 3

I realize that as a hotel waiter, enthusiasm is important in hotel work, but it also needs to have good service potential. For example, in the event of an emergency, the guest suddenly fainted due to myocardial infarction. If the medical staff arrives, the guest's life may be in danger. If the service personnel don't have any first-aid knowledge at this time, it will be useless to be enthusiastic, because it involves the technical problems of "can and can't". Therefore, I think that as a hotel waiter, you should have at least the following service potential.

1. Language potential

Language is an important tool and way for waiters and guests to establish a good relationship and leave a deep impression. Language is the material shell of thinking, which embodies the waiter's spiritual cultivation, temperament and attitude. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural and smooth tone, be amiable, and keep a constant speed in speaking, and be calm and polite at all times. Words that show respect and modesty can often ease the tone, such as "you, please, sorry, if, can" and so on. In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.

When people talk about it, they often ignore another important part of language, body language. According to the research of related scholars, body language plays a very important role in the expression of data. When using language to express, waiters should use body language properly, such as using appropriate gestures and actions, combining with oral expression language, and creating an expression atmosphere that makes guests easy to understand and satisfied.

Second, the communication potential

Hotel is a place where interpersonal communication happens intensively. Every waiter will have extensive contact with colleagues, superiors and subordinates every day, and will have various interactive relationships with guests based on service. Properly handling these relationships will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of the business and the promotion and dissemination of corporate brands. Good communication potential is an important basis for waiters to achieve these goals.

Third, observe the potential

There are three kinds of services that the service staff can bring to the guests. The first one is the service demand that the guests have clearly stated. As long as they have skilled service skills, it is generally easier to do this well. The second is routine service, that is, the service that should be brought to the guests without reminding them. For example, when a guest sits down in a restaurant and prepares to eat, the waiter should quickly pour tea and put away paper towels or towels for the guest; In the lobby, as soon as a guest with a lot of luggage enters the door, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, can't think of or are thinking about.

being able to see through the potential needs of guests at a glance is the most worthy service skill of waiters. This requires waiters to have keen observation potential and turn this potential demand into timely and practical service. And this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the potential service brings more emphasis on the waiter's initiative. The essence of observing the potential is to be good at thinking about what the guests think and deliver the service in time and properly before the guests speak.

IV. Memory potential

During the service process, guests often ask the waiter some questions such as hotel service items, grades, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will become a "walking dictionary" and "compass" for the guests based on his usual experience or purposeful accumulation, so that the guests can know what they need in real time.

Waiters will often encounter the substantive delayed service required by the guests. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when dining. There is a long or short time difference between the presentation and bringing of these services. At this time, it is necessary for the hotel waiter to firmly remember the services required by the guests and bring them accurately in a later time. If the service required by the guests is forced to be delayed or simply forgotten, it will have a bad influence on the image of the hotel.

VI. Contingency potential

Sudden events in service are common occurrences. When dealing with such incidents, the waiter should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put himself in the guest's shoes and be able to make appropriate concessions. Personality is the responsibility of the waiter, so we should dare to admit our mistakes and give the guests an immediate apology and compensation. In general, the guest's mood is a mirror of the service condition brought by the waiter. When a contradiction occurs, the waiter should first think about whether the fault is on his own side.

VII. Marketing Potential

A waiter should not only complete his own job according to the working procedures, but also actively introduce other services to the guests and sell them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the sense of ownership of waiters and bring services to guests actively.

Although the hotel service departments have specialized personnel for marketing, their main responsibility is an external marketing, and the internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the hotel's marketing and feel a sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of guests. This requires that waiters should not wait for the guests' requests to bring services, but should be good at seizing the opportunity to promote the hotel's various service products and facilities to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services, and be good at observing and analyzing customers' consumption needs and psychology, so that products can be fully known and sold when customers are interested. Year-end Summary of Hotel Attendant 4

xx years will soon pass. With the help and encouragement of hotel leaders and colleagues, I overcame all kinds of difficulties and completed the work of the whole year well, which was affirmed by leaders and colleagues. Continuous attendance at work throughout the year, without asking for leave, being late or leaving early; The service quality and work level have been improved, and there are no complaints from guests; Be able to respect leaders, unite colleagues, be courteous and give priority to work. Now I will report my main work in xx and my plans for next year. Please correct me.

1. Main work this year

1. Correct attitude, love and be dedicated. Through this year's exercise, I gradually overcame the shortcomings of being impetuous, impatient and perfunctory, and developed a patient, meticulous and thoughtful work style. During the year, my guests complained less and praised more, and my relationship with my colleagues was harmonious. There were fewer quarrels and sarcastic remarks, and they were replaced by words of mutual encouragement and concern. Makes me more confident in my work. For the daily work of the hotel, apart from receiving guests, it is mainly to clean the guest rooms and environmental sanitation. Although I have been cleaning all day, I always gave up cleaning in some places because of the excuses of being too high, inconspicuous and difficult to move, leaving a dead corner. During this year, when cleaning the rooms and environmental sanitation, I have been careful not to let go of every stain and every particle of dust and hair. If I can't reach the height, I will drop the stool and lift it with my colleagues.