The work of the hotel is completed under the efforts of all people, so it is time to summarize the year-end work while adding team cohesion and accumulating work experience. The following is the "2019 hotel waiter individual year-end work summary", which is only for reference.
2019 hotel waiter individual year-end work summary (a)As a service worker, you will also encounter some frustration and helplessness. Some people will think that a small logistics staff is insignificant, some people think that my profession is low and not respected, but I have to say: all roads lead to Rome, I am happy to serve others, I am happy to work here! I am proud to work for this collective. I think my career is like a watch, the hour hand that turns on the surface brings time and joy, while the tiny parts that turn inside are difficult to see, but are essential. Here I learned and advocated how to get good quality service, the following is my work summary.
I. Smile service and proficient skills
In the daily operation of the hotel, every employee is required to treat the guests, should be reported to the sincere smile, which should be independent of the time, place and mood and other factors, and is not subject to conditions. Smile is the most vivid, the most concise, the most direct words of welcome. Employees are required to be proficient and as perfect as possible in every aspect of the work they perform. Employees should familiarize themselves with their business work and systems to improve their service skills and techniques. "A journey of a thousand miles begins with a single step", in order to make themselves proficient in the business, good training courses, and in the actual operation of the continuous summing up of experience, take the long and make up for the shortcomings, to achieve a multi-functional, in the service in order to be able to swim in the service, which improves the quality of service and efficiency of the KTV, reduce costs, and enhance competitiveness have an important role.
Second, be prepared to pay attention to the customer
That is to be ready to serve the guests. That is to say, only a sense of service is not enough to have prior preparation. Preparation includes thought preparation and behavioral preparation, as the preparation in advance. Such as before the arrival of the guests, all the preparatory work is done, in a state of ready to serve them, and will not be busy.
That is, we should regard every guest as "God" to see and not neglect the guests. Employees sometimes easy to ignore this link, and even produce negative service phenomenon. This is the staff to see them dressed casually, consumption is low, feel nothing of the surface phenomenon and so on. In real life, often the richer the person, on the dress is particularly casual, this is their confidence; and clothing does not represent the amount of wealth. We in this link, must not be based on appearance, and ignore the subtle services, we must pay attention to and treat every guest, so that they willingly consume. We should remember that "guests are our parents".
Third, create an atmosphere, sincere service
The main performance in the service of good observation, speculate on the psychology of the guests, predict the needs of the guests, and provide timely service, and even before the guests did not make the request for us to do for the guests, so that the guests feel friendly, which is what we said ahead of time awareness. To create a warm atmosphere for the guests, the key is to emphasize the environment before the service layout, friendly attitude, etc., to master the guests' hobbies and characteristics, to create a "home" feeling for the guests, so that the guests feel that living in the hotel is like home.
Hospitality is a virtue of the Chinese nation. When the guests leave, the staff should be from the heart, and through the appropriate language to sincerely invite guests to come again, in order to give guests a deep impression. Nowadays, the competition is the competition of service, the competition of quality, especially the hotel industry is particularly fierce. The importance of service is self-evident, we use a variety of high-quality services, the formation of their own service advantages, in order to create a higher level of guest satisfaction in the fierce competition in the market, so that the hotel is invincible! Every profession needs to talk about team spirit, in xx is the same. Business is busy, colleagues can understand each other and share the trouble. Usually have encountered more difficult customers, a person in trouble, other coworkers will go up in time to adjust the dispute, so that the situation is no longer bad. Each person has a clear division of labor, work actively, really in action to achieve the effect of a good man three help.
Of course, there is no end to learning, and we have to apply it to our future work. We hope that our leaders can supervise us more, and our colleagues can learn from each other to improve our service efficiency in our future work, and strive to be a good service staff. Let the customer in the "Yindu hotel world" feel uncommonly happy.
2019 hotel waiter personal year-end work summary (two)As an ordinary catering waiter working in the hotel, my work is very simple, is to take good care of the guests, the general public can do well. I can't say that I am smart, just do a good job in their positions on the line, I also know that their ability is not strong, so I have been thinking, I only keep trying to have a better result. Now the catering department year-end work of the main work is summarized as follows:
First, grasp the safety and fire prevention work
The establishment of the safety and fire prevention leading group, the implementation of the sub-departmental safety and fire prevention responsible person, conscientiously implement the policy of safety first, prevention first, the formulation of safety and fire prevention system, improve the safety and fire prevention measures, the floors are equipped with gas masks. Organize staff to watch fire prevention videos and conduct practical training on fire prevention equipment. The Production Department regularly cleans the grease ducts and does the maintenance work of all equipments. Ground Curry Department regularly check the integrity of gas stoves, through effective measures to ensure the normal development of the work of the Ministry of Catering and property safety, so far this year, there has not been any fire accident.
Second, sound management organization
The quality management team composed of the leadership of the Ministry of Catering, sub-departmental managers, gave full play to its role throughout the year, the team both division of labor, and collaboration, from top to bottom, the implementation of the management system, one level to one level responsible for the implementation of the management of the effectiveness of the rewards and penalties, to improve the overall quality of leadership, make the The management work is carried out smoothly. Improve the meeting system of the Catering Department. Meetings include year-end summary meeting, quarterly summary meeting, monthly business analysis meeting, weekly meeting, daily review meeting, pre-shift and post-shift meeting, financial supervision and audit meeting, health and safety inspection and reporting meeting, etc. As a result of the improvement of the system, the quality of the meeting has been improved, and the higher-level directives have been implemented in a timely manner. Strengthen the coordination relationship. Hotel division of labor fine, more links, the completion of a job, depends on the coordination and cooperation between departments, weekly meetings repeatedly stressed that the problem, the departments shall not blame each other, prevarication, we must dare to admit mistakes, and more to find each other's strengths, good coordination, this year, greatly reducing the existence of some of the past disjointed phenomenon of uncoordinated.
Three, full public relations, for more repeat customers
The dietary leadership of the Department of public relations as an important work to grasp, the size of the meeting, often instill public relations awareness and knowledge. Sales Department personnel in the peak field when filled to the floor and customer communication, ordering, in different forms to solicit their valuable opinions. Through everyone's efforts, the overall level of public relations in the Food and Beverage Department has improved this year, and the number of repeat customers has increased compared to previous years. In accordance with the standard, perfect hardware supporting facilities, beautified the environment, stabilized the customer base and improved the business atmosphere. Due to the perfect matching of service facilities, attracted a lot of repeat customers.
Four, enhance the staff's awareness of the benefits
Strengthen cost control, cost savings. Catering Department leaders often emphasize the importance of cost control, cost savings, enhance the staff's awareness of the benefits, and require employees to pay the action. This year, all the staff have developed good saving habits, reasonable opening and closing of water valves, oil valves, gas valves, electric valves, and found that the phenomenon of waste, and stop in a timely manner. In addition, the leadership of the catering department and the manager of the supply department conduct regular market surveys to grasp the dynamics of market prices and adjust the purchase price of raw materials in a timely manner. Strict labor system, the Department of Food and Beverage recruitment of new employees, eligible, merit-based recruitment, do not meet the conditions, all rejected, without mercy, to ensure the quality of recruitment. As a result of the strict labor employment, the staff quality is high, the efficiency of the work greatly improved.
For this goal, I will work hard. But all I have to do now is to do my job well, I believe I will do better in the coming year!
2019 hotel waiter personal year-end work summary (3)2019 is about to pass, this year is a busy year, a brilliant year, the hotel in the care and support of the higher leadership, under the correct leadership of the xx manager, through the concerted efforts of all employees, hard work, has made great achievements, the occupancy rate has always remained at more than 90%, the hotel's performance has been a record high, in the Safety, health, service and other aspects of the relevant departments have been recognized and guests praise. I do as a hotel employee, through their own efforts, but also achieved good results, many times by the hotel as an outstanding employee, was rewarded. The following is a summary of my work.
First, respect the leadership, follow the command
In the usual work, a deep understanding of the intentions of the leadership, accept the leadership, obey the arrangements, in accordance with the requirements of the leadership to do, do not prevaricate, do not pull the wool over the eyes, do not play smart, the work of the uncomplaining, hard-working. For the leadership praise and reward, can be correctly treated, not arrogant; for the leadership pointed out that the shortcomings in the work can be corrected in a timely manner, not violent and not give up. The leadership of the completion of the work assigned to the task, often by the hotel and room manager's praise.
Second, compliance, good service
Compliance with the rules and regulations set by the hotel, do not be late, do not leave early, on time to and from work, to deal with the relationship between the family and the work, the whole year, no leave records, to do a full-time work. Strictly in accordance with the workflow and leadership requirements for good service, to do room cleaning without dead ends, spotless, clean and tidy, for the guest service, can correctly use civilized language, to be careful, enthusiastic, patient, for the guests to meet the requirements as far as possible, can not be met, for the guests to explain clearly, to obtain the understanding of the guests. Check the room, found that the hotel items have loss, timely and guests together to check, need to be compensated, clear facts, explain the reasons, so that guests are satisfied.
Third, unity and cooperation, regardless of gain or loss
and the hotel staff to mingle, good solidarity, mutual help, care and love colleagues. In the work, their work is completed, can help other colleagues in a timely manner, not afraid of hard work, not afraid of tired, on call, do not play the eye of the beholder, and colleagues have misunderstandings, to work first, do a good job communicating, eliminating misunderstandings, **** with the good work. In life, the colleagues of the false cold, colleagues sick, can call in time to greet and go to the hospital to visit, colleagues have something at home, understand clearly, timely care to help, as a way to promote friendship and promote work.
Four, modest learning, and strive to improve
Although the room service work seven, eight years, but in the hotel each time the organization of the basic skills and safety training, the importance of thought, action on the proactive. Do ear to, eye to, mouth to, heart to, hand to. Learning to take notes, listen carefully, ask questions if you do not understand, go home and study in a timely manner, deepen the impression, work, carefully figure out the correct application, do not understand, will not teach the leadership, teach colleagues, understand and understand, do not leave a blind spot, so that their level of service and personal qualities to a new level.
Fifth, there are shortcomings and problems
Sometimes the enthusiasm for work is not high, not too active, there is the phenomenon of procrastination. Sometimes check out more, time is more tight, room health cleaning is not careful, there are still missing places. When checking out, more supplies, sometimes there is the phenomenon of forgetting to register, causing losses to individuals and units. The service level still needs to be improved. Civilized polite language used less, the attitude is more rigid, lack of initiative.
In the new year, in the care and support of the higher leadership, under the correct leadership of the xx manager, I will seriously do my job, and strive to improve their level of service, unity of colleagues, and be proactive, so that they will listen to the words, will serve, will learn, and all the staff of the hotel together with the unity of the coordinated work, *** with the efforts to make the hotel in the new year is red hot, the performance of the soaring, and the festival high! and create a good record again.
2019 hotel waiter personal year-end work summary (four)2019 is about to spend, under the leadership and support of the leadership of the past year, my hotel comprehensive interpretation of the "safety, operation, service" three major themes, and the annual revenue and profit indicators to complete a more satisfactory. On the occasion of the old year and welcome the new, review and summarize the past year's work, achievements, experience and shortcomings, in order to help build on our strengths and avoid shortcomings, forge ahead, and strive to create new achievements in the new year. The following is a summary of my work.
First, scientific decision-making, concerted efforts, the hotel year to create performance
The hotel leadership team based on the development trend of the hotel to develop a full-year work plan, put forward to guide the work carried out by the overall work of the idea. The overall idea determines the scientific decision-making, guiding the work of the whole year. The chairman of the board of directors personally united all staff, up and down, work together, in revenue generation, profit generation, excellence, stability has made a necessary contribution to achieve a more satisfactory performance.
Operation of revenue generation. Through the adjustment of sales staff, broaden sales channels, the introduction of room mention incentives and other related business measures to increase operating income. Room occupancy and average room rates have increased over previous years. Management to generate profits. By paying close attention to management, digging deep potential, cost savings, reasonable labor, etc., in labor costs, energy costs, material consumption, procurement and management, advocating savings, strict control.
Service excellence. Through the introduction of brand management, strengthen the "basic code of conduct for staff hospitality" on "instrument, smile, greeting" and other training, strengthen the site supervision and quality inspection of management personnel, and gradually improve the front desk hospitality departments and positions of the window image, and constantly improve the quality of service standards of employees. In addition, in the reception service, sales, front office, guest rooms and other departments all mobilized, we all work together, so that we can successfully complete each reception to recognize the task". Stability through security. Through the formulation of the "security program" and other security plans, to do the daily fire prevention, anti-theft and so on, to prevent the occurrence of accidental security incidents. With the cooperation of the relevant departments, group prevention and control, to ensure that the daily work is foolproof and busy security and stability.
Two, keep pace with the times, enhance the development of the building highlights the improvement
Combined with the actual situation of the hotel operation, management, service, and so on, to keep pace with the times, to enhance the quality of the concept of change. Survival in the wave of market competition, so that the hotel highlighted a welcome change. Mainly manifested in the mental state of all the staff upward. The hotel often holds general meetings, small meetings to repeatedly emphasize that the management has a sense of urgency, with the spirit of progress, to cultivate the "spirit". Hotel management services are not high-tech, there is no esoteric knowledge. The key is the subjective initiative of people, is the state of mind of people, is the loyalty and dedication to the hotel, is the true meaning of management and service understanding and its application.
Third, there are problems
The overall level of staff quality is not high, the personality is the lack of professional level of management personnel, resulting in management loopholes, service quality is sometimes low, the service consciousness is sometimes weak, guest complaints occur. Marketing efforts are not enough, lack of marketing awareness, a single marketing tool, fixed customer groups are not large. The implementation of rules and regulations is not resolute enough, and there is the phenomenon of arbitrariness and taking care of face. Failure to truly reward hard work and punish laziness, there is still the phenomenon of doing a good job or doing a bad job. The management mechanism still needs to be further improved. Management costs and non-operating expenses are still high, and there is still room for compression of costs. Need to further strengthen cost accounting, cost savings and efficiency. The existence of the above problems is mainly due to the lack of experience in the leadership of the hotel, business technology is not skilled enough, the management did not keep up with the result, in the new year to change the concept of increasing efforts to overcome the problems that exist, so that the hotel's work to a new level.
Four, next year's main work
Increase management efforts on all fronts, in accordance with the standards of star hotels, continue to improve a variety of rules and regulations, workflow, and gradually establish a "system of control" and "wages". Graded" as the main information of the reward and punishment incentive management mechanism. Increase training efforts, take the approach of going out and coming in to further on-the-job training for the majority of employees. Individual middle-level backbone but also planned to send out for training and learning. At the same time to hold job training, monthly and quarterly assessment exams to competition activities to set up job champions, consolidate business skills, improve service quality.
Accurate positioning, change the concept, increase marketing efforts. According to different seasons to develop marketing plans. Pay attention to stabilize the old customers and develop new sources of customers. Re-integration of the marketing team, the establishment of a professional marketing personnel, mobilizing the whole staff to carry out marketing of the large marketing network. And set up a corresponding reward mechanism to maximize the mobilization of everyone's enthusiasm for work. Pay attention to strengthen the maintenance of facilities and equipment; seriously grasp the fire prevention, anti-theft, anti-food poisoning, anti-vehicle accidents, safety and crime prevention work; give full play to the role of the hotel, maximize the mobilization of every employee's work enthusiasm.