Personal annual work summary in the service industry 6

Relevant personnel in the service industry should communicate effectively with the guests, create a warm and distinguished atmosphere for the guests, tap the needs of the guests and meet their needs as much as possible. So do you know how to write annual work summary, a service industry individual? Next, I will bring you a personal annual work summary in the service industry. I hope you will like it.

annual work summary, an individual in the service industry

Looking back, it seems like it just happened when I applied for the customer service position of the property management company in the Chamber of Commerce, but now I have changed from an ignorant newcomer to a customer service employee with job responsibilities, and my familiarity with customer service has changed from strangeness to familiarity.

many people don't know about customer service, and think it is simple, monotonous and even boring, just answering the phone, taking notes and surfing the Internet when they have nothing to do. In fact, to be a qualified and competent customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be mistakes and dereliction of duty at work. Of course, I didn't realize this at the beginning, but I realized it deeply after experiencing various challenges and tempering in my work.

The main work contents in the past year

1. The procedures of customer collection and decoration, the handling of certificates, and the filing of merchants' information, files and keys, a small part belong to the business rudder, and some belong to private owners.

2. Be familiar with all aspects of information, including the owner, decoration unit, construction unit, etc., and notify relevant departments and personnel for processing while making records, and track the process, and pay a return visit after completion.

3. How to make, send and file letters and documents should be familiar with how to use the single letter sent by Guide Company and Shangde and Maozhi Office, the notice of rectifying the disorder of passages, warm tips, articles release notes, small-scale construction orders, large-scale decoration materials and maintenance orders.

second, growth and harvest

1. The tempering at work has shaped my character and improved my psychological quality. For those who are not rich in property management, I will inevitably encounter all kinds of obstacles and difficulties in my work. With the help of leaders and colleagues, I have the courage to face difficulties and dare to challenge, and my character has further settled down. I think we should keep a good mental outlook and working condition in front of customers. As a customer service clerk, we should put professionalism and smiling service first.

The so-called professionalism means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties. The so-called smile service means that when you face customers, whether you are happy or not, whether you are upset or not, you should always put your work first and keep smiling, because you represent not only your personal image, but also the image of the company. Try to keep smiling service, and gradually become fearless when communicating with a few difficult customers, and gradually improve the etiquette work.

2. I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored, and they often make people feel cumbersome and have no time to take care of them. Here at the Wool Trade Center, I deeply realized that the details should not be neglected or sloppy. Whether it's every line of words and punctuation when reading official documents, or the service refinement and hygiene without dead ends emphasized by leaders, I deeply realize that only by going deep into the details can I get rewards from it. Details bring benefits and details bring success.

3. I have expanded my talents in my work and study. When I finish every job seriously and diligently, I get support and affirmation in return. I remember that during the woolen fair, in order to do a good job, our customer service department, engineering department and security department all worked overtime in these four or five days to do their job well. Although very tired, they all reflect the unity spirit of our customer service center. This shows that everyone is full of passion for work. As for the computer map of the abcd area on the first and second floors of the whole woolen trade center, I will take it seriously and responsibly, and try my best to do all the work better one by one.

what needs to be strengthened in the third and twenty years

1. Strengthen the study of the basic knowledge of property management, improve customer service skills and psychology, and improve the customer service reception process and etiquette.

2. Strengthen the ability to make documents and expand various work skills, such as the operation of some new software, how to answer customers' problems, and so on.

3. further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility and cultivate your enthusiasm for work.

4. communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

I'm very happy to come to the big family of Wool Trade Center. The concept and working atmosphere of the property management company unconsciously infected and promoted me.

It allows me to learn in my work, grow in my study, and determine the direction of my efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in my work in the new year! Personal annual work summary in the service industry 2

This year, due to the influence of the national economic climate and the continuous deepening of anti-corruption activities, the environment of the catering industry is quite severe. Under the correct leadership of the hotel, the catering department has fully implemented the hotel management contract plan, focused on economic construction, strengthened management, and made it consistent from top to bottom, so that the catering department can make steady progress in the case of sluggish catering industry and heavy contracting tasks. Good economic and social benefits have been achieved, and the main work is summarized as follows:

1. Completion of various economic indicators:

The annual operating income was _ _ yuan, an increase of _ _ yuan compared with last year's _ _ yuan, with a growth rate of _ _%, and the operating cost was _ _ yuan, an increase of _ _ yuan compared with the same period last year. Operating expenses were _ _ yuan, up (or down) _ _ yuan compared with _ _ yuan in the same period of last year, with an increase (or down) rate of _ _%. The task was actually completed in the whole year, exceeding _ _ _ yuan, (the fixed annual task was 3.8 million yuan).

1. Public relations with all staff to win more repeat customers.

The leaders of the catering department regard public relations as an important task, and they often instill public relations awareness and knowledge at conferences and meetings. When the sales department is busy, it enriches the floor to communicate with customers and order food, and solicit their valuable opinions in different forms. On holidays, call relatives and give them gifts such as Mid-Autumn moon cakes, calendars and New Year cards. Through everyone's efforts, the overall public relations level of the catering department has improved this year, and the number of repeat customers has increased compared with previous years.

2. Enhance employees' awareness of benefits, strengthen cost control and save expenses.

The leaders of the catering department often emphasize the importance of cost control and cost saving, enhance employees' awareness of benefits, and ask employees to take action. At the same time, improve the relevant systems, clarify responsibilities, and strengthen control according to the system. Throughout the year, the Regulations on Expenses, the System of Receiving, Paying and Storing Raw Materials, the System of Blocking Loopholes, the System of Rational Use of Raw Materials, the System of Collecting Office Supplies, the System of Purchasing Articles, the System of Financial Audit and Inspection, and the System of Managing Cashiers were improved. This year, all employees have developed a good habit of saving, opening and closing the water switch, oil switch, gas switch and electric switch reasonably, and stopping the waste in time when it is found. In addition, the leaders of the catering department and the manager of the supply department regularly conduct market surveys to grasp the market price dynamics and adjust the purchase price of raw materials in time. In October, the Millennium old turtle soup was originally purchased as a complete set of semi-finished products. In order to reduce the cost, it was changed into turtle and cooked by itself. It took nearly two months to save more than 31 thousand yuan.

3. Do a good job in political and ideological work and promote the improvement of economic benefits.

the catering department gives full play to the role of party organizations and trade unions, cares about employees, stimulates emotions and enhances cohesion.

1) Organize employees to participate in the 97 Yangcheng Excellent Chef and Waiter Technical Competition, and participate in the hotel track and field games, calligraphy competitions, skill competitions, chess competitions, table tennis competitions, etc. Participate in hotel donation activities to help the poor, learn three-character classics and learn 51 English sentences. In all competitions, we have achieved good results, including winning six gold medals and three silver medals in the track and field meeting of the hotel.

2) Throughout the year, our department held 9 cultural activities such as skills and knowledge contest, dance, karaoke and so on, 1 spring outing, 13 study tours, 5 symposiums of various types, 2 women's parties, 6 home visits and 21 visits to patients.

3) Through various activities, employees have formed a strong collective that loves hotels, unites and works hard. The employees have good ideology and morality, and there are eight stories of finding money all year round. The staff is stable and the turnover is small. The average monthly turnover this year is about 5 people.

4. Improve the employment system and training system to improve the quality of employees.

1), strict labor and employment system, catering department to recruit new employees, qualified, merit-based, do not meet the conditions, will be rejected, do not show respect, to ensure the quality of recruitment. At the same time, the superior leaders went deep into the staff, tapped talents and constantly enriched the team. Through repeated inspections, six ministers and eight foremen were promoted throughout the year. For employees who violate hotel regulations, education is the main thing, and those who refuse to change after repeated education will be punished and dismissed, and * * * will punish 11 employees throughout the year. Due to the strictness of labor and employment, the quality of employees is high and the efficiency is greatly improved.

2) Improve the training system. In order to make the training get the expected effect, the leaders of the catering department first made clear the guiding ideology that the training should be purposeful, practical and timely. Secondly, a training team was set up, and a training plan was formulated again and again, and the training was carried out in stages and in batches by combining theory with practice and taking the old with the new. For example, once a month management training, safety and health training; Twice weekly promotion training, service knowledge, service skills training, etc. Fourthly, regular assessment was conducted, and more than 211 trainings were conducted throughout the year on sales promotion manuals, service knowledge, skills, customer service standards, hotel management knowledge, product quality, sales promotion business knowledge, 51 English sentences, polite expressions, safety and health knowledge, etc.

5. Pay attention to food hygiene and pay special attention to safety and fire prevention.

1) Pay attention to food hygiene, improve the post responsibility system for food hygiene, set up a health inspection team, define the health responsible persons in each department, formulate the system of daily inspection, weekly appraisal and monthly summary, and carry out the mobile red flag competition, reward the sub-departments with good hygiene, and punish the sub-departments with poor hygiene accordingly. Thanks to the efforts of all the staff, no poisoning accident caused by food deterioration was found throughout the year, and it successfully passed the annual review and national inspection of star-rated hotels by provincial and municipal tourism bureaus.

2) Pay special attention to the safety and fire prevention work, set up a leading group for safety and fire prevention, implement the person in charge of safety and fire prevention in each department, earnestly implement the policy of safety first and prevention first, formulate a safety and fire prevention system, improve safety and fire prevention measures, equip each floor with gas masks, organize employees to watch fire prevention videos, and conduct practical training on fire prevention equipment. The production department regularly cleans the oil fume pipeline and does a good job in the maintenance of various equipment. The local jelly department regularly checks the integrity of gas stoves, and through effective measures, it ensures the normal development of all the work of the catering department and the safety of property. There has been no fire accident this year.

6. according to the star standard, improve the hardware supporting facilities, beautify the environment, stabilize the tourists and improve the business atmosphere.

The total investment in facilities increased by more than 3 million yuan in the whole year, mainly including: the renovation of the East Hall on the second floor, the renovation of the South Hall and the North Hall on the second floor, the renovation of the corridor and bathroom on the fifth floor, the opening of the Friendship Nightclub, the purchase of equipment for the Millennium Old Turtle Hot Pot City, etc. Due to the perfect matching of service facilities, many repeat customers have been attracted.

Second, the existing problems:

1. Sometimes the quality of the products is not stable enough and the serving is slow.

2. The service quality of the hall is not high enough.

3. The anti-theft work is still poor, resulting in theft.

3. Ideas for next year:

1. Improve the quality of products and create ten signature dishes.

2. Do a good job in the management of Friendship Nightclub and Millennium Old Turtle Hot Pot City.

3. Strengthen standardized management and improve the overall management level and service quality of enterprises.

4. Open a restaurant chain branch. Personal annual work summary in the service industry Chapter 3

It has been one year since I entered the company, and the short probation period is drawing to a close. When I decide my career, I think it is necessary to make a job appraisal to express my work attitude. Since my work, under the careful cultivation and teaching of the unit leaders, through my own continuous efforts, I have made great progress and great gains in my thoughts, studies and work.

at work, whether at the reception desk or in the customer service department, we always put customers first and try our best to meet their requirements. At that time, I was learning the operation skills of GPS. No matter which department I was in, I was strict with myself and studied my business hard. It was with such a firm belief that I strived to be an expert. It laid a good foundation for the smooth development of my future work.

ideologically, I consciously abide by the company's rules and regulations and insist on participating in every training of the company. I demand positive progress, care for the company's bricks and tiles, and always devote myself to study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition also makes me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique.

In study, I strictly demand myself, correct my work attitude, and integrate theory with practice; Thus, I have improved my own strengths and ideological and cultural qualities, including developing good living habits in my life, being full and organized, having a rigorous attitude towards life and a good style of life, being warm and generous, honest and trustworthy, ready to help others, having my own good working principles, and being able to live in harmony with my colleagues.

Although I just learned some theoretical knowledge from my alma mater during the probation period, this situation can't meet the needs of my work. In order to master the service industry as soon as possible, I insist on coming to the company every day to learn the company system and theoretical knowledge, etc. At work time, I will learn practical operations and help with some small things with those seniors. At night, my homesickness is increasing day by day. After a long period of exercise, overcoming and efforts, I gradually became a qualified service provider, and I spent a year's work as usual. The most rewarding thing for me is that when I was serving, it made me understand people's most basic communication etiquette.

Although it is only a short year, the gains in the middle are indelible, which is inseparable from the help of the leaders and colleagues of the unit. I always believe in the sentence "No matter how bright a match is, there is only light as big as a bean.". But if a match is used to light a pile of matches, it will burn brightly. " I hope to use my bright youth to ignite every guest and inspire my colleagues to contribute to our cause and create a better tomorrow. Personal annual work summary in the service industry