It came into being in the early 19th century, when the industrial revolution in Britain promoted the development of productive forces and brought human society into the industrial age, and the first luxury hotel villa was built in France. Below I will bring you the experience of hotel management, hoping to help you!

21 _ _ years have passed since the experience of hotel management. During this year, _ _ Hotel has undergone great changes under the joint operation of _ _ Company and _ _ Company. The two shareholders have invested a lot of money to update and transform some hotel facilities, and the third floor, which has been abandoned for many years, has been renovated and opened, making up for the vacancy of hotel entertainment projects. In view of the problem of peculiar smell in guest rooms, ventilation was fundamentally solved by opening windows, and the old TV in guest rooms was updated, all of which brought vitality and hope to the hotel.

The renewal of hotel equipment, the improvement of service items and the further improvement of staff's service level have made _ _ Hotel get the second place in the history of star rating review in _ _, and made _ _ Hotel have a high reputation in the hotel industry. All these are the effective management of store-level leaders and the efforts of hotel employees. Therefore, the hotel pays more attention to the spiritual civilization construction of employees, creating a good living space for employees, transforming the laundry room of the hotel into a spacious dining room for employees and a dual-purpose room for employees' activities, adding entertainment items such as table tennis and table tennis tables, and launching various competitions many times, which not only enhances the employees' physique but also enriches their spare time. The hotel also installed solar hot water in the employees' dormitory to solve the problem of employees taking a bath in winter. All these employees can only repay the hotel by working hard. This year, despite the constant turnover of staff, all the staff in the front office can still overcome difficulties, unite and forge ahead, and successfully complete all the reception tasks assigned by the hotel. In the whole year, * * * received four VIP groups and held numerous meetings, which were well received by the guests during the whole reception process. In the past year, the front office has done the following work:

1. Strengthen business training and improve the quality of employees.

As the front office of the hotel, every employee should directly face the guests. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have formulated detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train the baggage handling and storage services at the baggage office; Receptionist's courtesy and skills training in selling houses; Especially in July this year, all employees in the front office were trained in foreign languages for one month, which laid a certain foundation for this year's star rating review. Only through training can employees further improve their business knowledge and service skills and better provide quality services to their guests.

2. instill in employees the awareness of "increasing revenue and reducing expenditure" and control the cost.

"Open source and reduce expenditure, increase revenue and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the call of the hotel, carried out the activities of saving and reducing expenditure, and controlled the cost. In order to save money, the front office purchased plastic baskets to hold the team's keys, which reduced the usage of key bags and room cards, and saved the cost for the hotel (in the past, no matter whether it was a team or an individual, each room had to fill in the room card and use the key bag, which greatly saved the cost. The room card was RMB 1.18/piece and the key bag was 1 yuan/piece, and there were more than 1 rooms and one room for the team every day. The business center uses overdue reports to print draft paper; Supervise the staff staying in the accommodation to save water and electricity; Control office supplies and use every piece of paper and pen well. Through these controls, the front office should make due contributions to hotel revenue.

3. Strengthen employees' sales awareness and skills, and improve the occupancy rate.

according to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel has launched a series of room promotion programs, such as fan rooms, loyalty cards, vouchers, thousand yuan cards and other promotional activities. The receptionist flexibly grasps the room price according to the market situation and the occupancy situation of the day while giving preferential policies to the hotel. The number of scattered guests at the front desk has increased significantly, and the occupancy rate has improved. It is emphasized that the receptionist: "As long as guests come to the front desk, we must try our best to let them stay."

4. Pay attention to the coordination among departments.

Hotels are like a big family, and friction will inevitably occur between departments in their work, and the quality of coordination will be greatly affected in their work. The front office is the central department of the whole hotel, and it has a close working relationship with catering, sales, guest rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it to avoid the deterioration of things, because everyone's common purpose is for the hotel, and if it is not solved and handled well, it will bring certain negative effects to the hotel.

according to the hotel's new sales targets and tasks for the business department, 21__ years is an important year for the front office. In order to cooperate with the sales department to complete the tasks, a work plan for 21__ years is formulated:

1), and training is continuously strengthened to improve the comprehensive quality of employees and service quality.

2) Stabilize the workforce and reduce the mobility of employees.

3), "hardware" aging and "software" supplement, to make up for the deficiency of equipment aging by improving service quality.

4) Improve the sales skills of the front desk staff, increase the occupancy rate of individual customers, and strive to complete the sales tasks assigned by the hotel.

The new year has begun, and all the staff in the front office will provide quality services to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".

hotel management experience 2

In a blink of an eye, the past year has gradually flowed into the long river of history, but the experience left over from the work in the past year has stayed with us, so that we can better complete our work and continue to provide high-quality work results for the _ _ _ hotel! In this year, the hotel's revenue has increased a lot, which is the result of everyone's efforts to work according to the hotel's requirements and serve our guests well in this year! As the manager of the hotel, I am also very proud of it. However, this cannot be a reason for our pride!

as the saying goes, "pride goes before a fall!" As a hotel experience, I also want to sum up my work in the past year and let myself know more about the hotel, employees and myself! I must be fully prepared to do my duty well in the next year's work, so that the hotel can climb up steadily in the next year! Now, I will summarize my work as follows:

1. Hotel situation

During this year, we made all kinds of preparations for the off-season and peak season. As a manager, I make different plans and arrangements for the hotel according to the market and actual situation through continuous investigation and analysis of the market. Especially on holidays, I put forward various offers and activity plans in advance according to specific holidays. After it was passed, I set out to implement it. During the period, I strictly control the cost of activities and drive the enthusiasm of employees in activities. Good results have been achieved in several activities this year! Especially on May Day and National Day, with the help of the surrounding scenic spots, we launched the scenic spot ride discount and the service of sending it to the scenic spot as a selling point, and gained a large number of passengers. Of course, this is also inseparable from the excellent service of all employees.

In short, during this year, our hotel has made outstanding achievements with our concerted efforts!

second, the management of employees

at work, I pay attention to the management of grass-roots employees. Before starting work every morning, I have arranged for the foreman to summarize yesterday's work and reward and punish employees according to whether they have made contributions or made mistakes. Of course, if I don't have anything urgent to deal with myself, I will also appear at the meeting on time to observe the reaction of all employees to the meeting content. If necessary, I will supplement the foreman's summary. And if there is something important, I will personally preside over the morning meeting.

in my daily work, I pay attention to the quality of employees' work. If I have time, I will personally go to the hotel's spare room for inspection and inspection. I will personally do part of the work of employees, and if employees have any opinions or suggestions on the work, I will actively encourage everyone to put them forward in the morning meeting in the form of rewards. If it really helps, I will apply for a reward.

in terms of management, I am strict with it, and I will not mistreat employees if I contribute. In such a positive atmosphere, the employees of our hotel enthusiastically contribute their strength in their work.

III. Summary

During one year's work, I worked hard to complete my work in the hotel as a manager. But I understand that I am just a part of the hotel, and what I need to keep the hotel moving forward is the overall strength! I will do my own management well, let our hotel work together for the success of the hotel!

Experience of hotel management 3

The tense and busy 21 years are coming to an end. Looking back on this year's work, there are many gains and experiences. As an important department of the hotel, the quality of the housekeeping department will directly affect the external image and economic benefits of the hotel. Thanks to the trust of the leaders, I have the honor to be the head of housekeeping department, and I feel full of pressure and motivation at the same time.

in order to better carry out the related work of the department next year, it is necessary to summarize this year's work and plan next year's work. First of all, make a summary of this year's work:

In this year's work, I have worked in strict accordance with the instructions issued by the department manager, and formulated strict assessment systems and inspection standards for different jobs in practical work.

1. In health: strictly implement the system of rounds, record the inspection results in detail, and make up the difference in health. Standardize the standard and quantity of items placed in each part, and check the location of items with ward rounds. Implement the guest room cleaning responsibility system to improve the enthusiasm and effectiveness of employees. Standardize various operating procedures and steadily improve work efficiency.

2. Material management and cost control: control materials, increase revenue and reduce expenditure, do a good job in recycling materials, strengthen employees' awareness of saving, advocate the control of energy waste such as water and electricity, and at the same time, implement the material management responsibility system, set up consumable account, and control costs.

3. Equipment and facilities: As the facilities and equipment have been used for a long time, they are obviously aging, so all posts are required to carry out targeted maintenance and maintenance, improve the service life of guest room facilities and equipment, strengthen furniture maintenance, remove stains from carpets and arrange carpet washing reasonably.

4. training: make a monthly training plan and implement it to individuals. Conduct targeted training for different personnel. There are also explicit provisions on various standards, such as the time of rounds, workload, hygiene standards, cleaning time, cleaning standards, etc., so that employees can truly feel the importance and practicability of training in their daily work.

5. personnel management: handle affairs impartially, adhere to principles, firmly believe that "there is no trivial matter in service", report to the department manager in time those who damage the name and interests of the hotel, and deal with them according to the department system, and never be soft; Caring for employees, treating employees as their own relatives, narrowing the distance between departments and employees, and playing a connecting role; Lead by example, discipline yourself, clarify your position and play an exemplary role.

The work plan for next year is divided into the following major points:

1) Cooperate with the department manager to complete various business indicators of the department and do a good job in management.

2) Vigorously improve the quality of personnel. From service skills to the basic process of each position to simple English conversation, employees are trained and assessed in combination with actual work.

3) Improve the working skills and operating procedures of employees on the job through training, speed up the operation and improve work efficiency.

4) Strengthen internal quality inspection to ensure that there are no problems in health and service.

5) Make use of the rest time to study relevant business knowledge and apply good and feasible things to your post as soon as possible.

Through daily work, we found some shortcomings in the department:

1) Room hygiene needs to be further improved.

2) The service language of the post needs to be further strengthened.

3) The comprehensive quality, service skills and professional level of service personnel and management personnel are uneven and need to be further strengthened.

4) The management of floor linen is rather chaotic.

5), local carpets on floors often appear as a whole, and local carpets are dirty and unattended.

In view of the above shortcomings, my rectification plan is:

1) Continue to strengthen the training of each post and strengthen the service skills and service awareness of employees.

2) Strengthen the team building of managers, and conduct quarterly assessment, mid-year appraisal and year-end evaluation system for managers, so as to survive the fittest.

3), strengthen the supervision of linen, implement the real-name custody system, make a monthly inventory, and investigate the relevant responsible persons for the problems.

4) Strengthen communication and coordination with PA, and increase the maintenance of guest room carpets and floors. In addition, because PA machines are too large, it will waste resources when dealing with local dirty carpets. Therefore, relevant training on local decontamination and stain removal will be given to personnel in each post.

the above is my summary and plan of the department's work, the department's shortcomings and improvements. To sum up, I firmly believe that under the leadership of the hotel leaders and the department manager Jin, all the staff in our department will work together to join hands with Qi Xin, and * * * will do their best for the hotel's management principles and policies for 21 years.

In short, as the head of housekeeping department, I will try my best to cooperate with the department manager to do all the work of this department in the future, and contribute my strength to improve the service level, management level, training level, quality inspection work, enhance the cohesion of employees, improve their basic quality, and cooperate with the hotel to implement brand building!

Experience of hotel management 4

21__ years will soon pass. While taking stock of what we have gained in one year, we also hope for a new future. I entered the well-known Jiuquan Hotel for the second time, and it was the hotel that gave me a chance to be reborn. Unconsciously, I worked in my new post for nearly a year. During this year, I am very grateful to every leader and employee of the hotel. You taught me how to be a man and how to do things, and made me understand a lot of truths. For better work in the future, I will summarize my work in the past year as follows:

1. In order to do my own cleaning work well, I insist on strict demands on myself, pay attention to setting an example and treat others with sincerity. First, I love my job and pay attention to dedication. I have a correct understanding of my work and value, correctly handle the relationship between bitterness and pleasure, gain and loss, personal interests and collective interests, insist on dedication, honesty and dedication, and take what I have learned for many years without reservation.