In 2022, the annual work summary, the personal manager of the hotel (I), died in a blink of an eye. In this year, with the joint efforts of all the staff of the hotel, we successfully completed various tasks, vigorously promoted the xx brand, and continuously expanded the social influence of the hotel. On this occasion, it is necessary to review and sum up the work, achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, strive for progress, and strive for better results in the new year.
I. Operating conditions
In 20xx, the main business income of the hotel * * * was RMB 10,000, the cost was RMB 10,000, and the profit was RMB 10,000, which achieved the business goal of turning losses into profits set at the beginning of the year. The housekeeping department realized an income of X million yuan, with an average monthly income of X million yuan.
Second, the management situation
(A) external managers, clear business ideas. 10, the hotel hired the professional management team of xx Hotel to settle in, and adjusted the management mode and concept of the hotel accordingly, which became the key point to improve the hotel's operating performance.
(2) Introduce local staff to broaden the influence of the hotel. Through the vigorous publicity of local staff and years of work experience, the hotel's external work has been greatly improved.
(C) internal personnel integration, to achieve the best use of people. Through the part-time job of marketing manager and restaurant manager, the marketing intensity can be effectively improved. The engineering department will assign a special person to ensure that the engineering problems are solved in time. Housekeeping manager is a manager with professional knowledge to improve the quality of room service and unify the service process.
(4) Successfully completed the municipal evaluation of xx-class hotels. In 20xx, the hotel has carried out a lot of work around the evaluation of xx, such as business training, commodity procurement, system improvement and so on. Thanks to the efforts of all the staff, the hotel has basically reached the xx hotel standard and has been recognized by the judging experts.
Third, other aspects.
(1) Improve product quality. First of all, five bowls of seats were introduced, which were widely loved by people in Huan County, and great efforts were made in the quality of other dishes. Compared with last year, the quality of dishes has improved. Secondly, buy a large number of rooms to meet the needs of guests and realize humanized service.
(2) improve services. Cultivate employees' awareness of opening up, reasonably adopt guests' opinions, solve problems in a targeted manner, and make service the focus of foreign competition.
(3) Optimize procurement methods and reduce costs. This year, I bought various items through online shopping comparison, and bought qualified products through lower prices.
(4) Improve employees' treatment and welfare. The annual per capita wage of 20xx is about X yuan higher than that of the previous year. Use bonuses, holiday dinners and small items to improve employee welfare and care about employee life.
(five) to carry out training. Training is the eternal theme of the hotel. This year, the hotel organized hotel awareness training, fire protection training, service skills practice training and so on. , through large classes, branches, study abroad and other ways, and constantly strengthen the work skills of employees in various positions.
Fourth, shortcomings.
(1) commercial aspects
The tourism market is unscientific and the proportion of large-scale reception is low. Service management is not up to standard and service awareness is not strong. Various preferential activities have not received the expected results.
(2) Management
The team lacks cohesion and execution. The ability of managers needs to be improved, and the management methods are not good. The uploading and publishing work is not in place.
(3) Construction of labor force
Personnel mobility is high. Lack of service skills. Lack of staff culture construction.
Verb (abbreviation for verb) 20xx work plan
(1) Pay close attention to management. The executive ability of middle-level personnel determines the operation ability of the hotel. In the year of 20xx, the hotel will continue to send middle-level personnel out to exchange and study, cut off the work inertia ideologically and strengthen the execution ability.
(2) Operating income. In 20xx, we will continue to innovate in the quality and marketing of dishes, so that those who have dishes don't have them and those who have them have them. The marketing department puts forward sales methods according to the development progress of the southern district and the actual situation at this stage, and strives for a new breakthrough in turnover.
(3) improve services. Based on the service standards and processes of xx-class hotels, we will further unify staff services and processes, and at the same time strengthen the valuable opinions and suggestions of employees and guests, and work hard on humanized services.
(4) deepen training. The Administration Department will take the lead in training employees with relevant professional skills in service awareness and skills. Through concentrated study and publicity of hotel-related systems and concepts, clear job responsibilities.
(5) Open source and reduce expenditure. Explore ways to increase income, rationally use backyard venues and standardize parking fee collection. Based on the current situation of high hotel expenses, we will continue to promote energy conservation and emission reduction, and strengthen employees' awareness of saving.
(6) improve treatment. The implementation of the hotel and some employees to sign a relatively fixed labor contract and purchase insurance matters. While the hotel's performance has improved, it has also improved in staff dining, holiday welfare distribution and various cultural activities.
Achievements are affirmation of the past, and new challenges have come. We are full of harvest joy, ushered in a hopeful and inspiring 20xx year. When the wind is good, sail away. We still have a long way to go, but we still need to make bold progress. Let's unify our thinking, strengthen our confidence, unite and struggle, make persistent efforts, overcome difficulties, and create new achievements and glories in the new year with more high-spirited fighting spirit and more solid style!
In 2022, the annual work summary, Hotel Personal Manager (Part II), will soon come to an end. Looking back on his 20xx years' work, there are fruitful joys, difficulties in tackling key problems with colleagues, and melancholy when encountering difficulties and setbacks. Time flies, unconsciously, the hopeful 20xx year is approaching with the beginning of the new year. It can be said that 220xx is a crucial year for the company to promote industry reform, project start-up, market expansion and sustainable development. This year's work is summarized as follows:
After such a tense and orderly year, I feel that my work skills have reached a new level. I have a clear plan and steps in every job, a direction of action, and a goal of work. I am really confident! Basically, we are busy but not chaotic, tight but not scattered, clear in organization and clear in everything, and fundamentally get rid of the phenomenon of just working hard and not knowing how to sum up experience when we first joined the work. In this way, I walked into this year from infinite busyness and walked out of this year from infinite ease. Moreover, while working, I also understand the truth of dealing with people and how important it is to have a good attitude, enthusiasm for work and a sense of responsibility in comparison. For the company, 20xx has experienced a lot, including my Shu Qi Lake Resort project:
The successful opening of Luzi Temple unveiled its mysterious veil for the majority of believers, and the opening of Zhongkun International Hotel in Shu Qi Wonderland also ended the five-year careful casting of the project. The next dream is to find the opening of Huizhou water stage, holiday club and villa area. I believe that the future of Shu Qi Lake Resort will be better, which also strengthens my confidence in working hard.
Summing up one year's work, I have come into contact with many new things, produced many new problems, learned a lot of new knowledge and experience, and improved my ideological understanding and working ability. In my daily work, I always ask myself to proceed from reality, adhere to high standards and strict requirements, and strive to improve my professional quality and moral quality.
Generally speaking, there are still some shortcomings and problems to be solved urgently, mainly manifested in the lack of learning new things, often acting by experience in work, and relying on previous work routines to deal with problems, which is manifested in the lack of bold innovation in work.
The next step is to innovate constantly in the future work, communicate with colleagues around us in time, listen to the opinions of colleagues and leaders around us and implement them in the work. I will continue to work hard in the next work, report my thoughts and feelings in my work to the leaders, and correct and make up for my shortcomings and defects in time. We need unity to strengthen our work and cooperation to achieve success and push our work forward! I believe: under the correct leadership of the superior, the future of the company is like an eagle, flying high.
In 2022, the annual work summary, hotel manager (Chapter 3), time flies, and 20xx years passed quickly. During this year, under the guidance of the company's correct operation, XX Hotel Management Department implemented departmental management with the concept of "high efficiency, innovation and service", successfully completed various tasks assigned by the company, and won praises from guests many times. The work this year is reported as follows:
First, strengthen business training and improve service level.
Every employee of the hotel is the window and image of the hotel. An employee's work attitude and service quality can truly reflect the service level and management level of a hotel. As a four-star hotel, we pay attention to the quality training of employees. Including reception etiquette, sales promotion skills, language skills to answer the phone, etc. Think about what customers think and worry about what customers are in a hurry. Through training, employees' business knowledge and service level have been significantly improved.
Second, strengthen employees' sales awareness and skills.
The two floors in charge of the management department are mainly the leisure activities area of customers. Therefore, according to the market situation, the hotel has launched a series of promotion programs. According to the customer's needs, the receptionist carefully explained the preferential activities such as rooms, gyms and cafeterias. This not only exercises the sales skills of employees, but also greatly increases the number of individual customers at the front desk and the occupancy rate. The utilization rate of other entertainment facilities has also increased.
Third, pay close attention to hygiene quality and create a clean, beautiful and comfortable environment for customers.
The image of the hotel is not only high-quality service, but also reflected in the nuances. Only by cleaning all parts of the hotel and keeping it clean and hygienic can customers feel at ease and comfortable. Therefore, we have introduced relevant measures in health management to refine the work, starting from rooms, halls, restaurants, gyms and Internet cafes, leaving no dead ends and stains to ensure that guests are clean wherever they go.
Four. Shortcomings in work and future plans
Although hotel management has achieved good results this year, we are deeply aware of our own shortcomings, which are as follows: First, we still lack some flexibility and initiative in service; Second, individual new employees are not skilled enough; Third, sales and health work need to be further strengthened.
In the future, our management department will unite as one, under the correct leadership of XX Hotel, around the hotel's annual mission objectives, with full spirit and high morale to provide every customer with the best quality and most efficient service. Specific measures are as follows:
1. Continue to strengthen staff training, starting with service etiquette, reception skills, sales skills, etc., and cooperate with business departments to do a good job in sales tasks next year.
2, continue to implement the responsibility system, pays special attention to the health supporting services, for the purpose of customer satisfaction, strengthen the supervision and quality inspection of on-site management personnel, gradually improve the service methods of employees in various departments and improve the service level.
3, comprehensive coordination, cooperate with various departments to complete the work better. The management department should do a good job in organizing and coordinating all departments of the hotel. Let them give full play to their due departmental functions, so as to strengthen the cooperation ability of departments and provide customers with quality and satisfactory services.
20xx carries many people's dreams. When I enter the new year, I hope I can gain something in my work, give full play to my advantages, avoid my disadvantages and learn more experience in my work. I hope that the work of the department can be further improved on the existing basis. In 20xx, my department and I will thoroughly implement the purpose of "guests first, service first", do a good job in management and actively establish the brand image of the hotel.
Annual Work Summary of Hotel Managers in 2022 (Chapter IV) 1. Carry out business training to improve the quality of department employees.
As a hotel, every employee needs to face the guests, so the service attitude and quality of employees are very important, which directly affects the guests' stay experience, subsequent evaluation and whether to choose our hotel in the future. This year, according to the situation of our department, we carried out planned training to make them better receive guests from the aspects of service, skills and sales. Especially after the training, the overall service level of the department has been improved, and more guests have affirmed our service, which makes our work more smooth and effective this year. In particular, the cultivation of new people in the department is the most important. You can't go to work until the training is completed, which also avoids some low-level mistakes of newcomers that annoy guests and avoid subsequent troubles.
Second, individuals should learn from themselves and improve their management level.
As the manager of the department, I can't fall behind except to make the employees in my department better. This year, I participated in _ _ training conferences and courses, which improved my ability in all aspects, especially my management level, and enabled me to manage our department more effectively. While studying, I also found some shortcomings of myself, and I am slowly improving to make myself better and more suitable for this job. At the beginning of the year, I was lucky enough to go to the headquarters as a graduate student, which also helped me understand how better department managers do their jobs well and benefited me a lot.
Third, pay attention to coordination with other departments.
As a department manager, I often need to deal with other departments. The ultimate goal of every department in the hotel is to serve the guests. The work between departments also needs to cooperate with each other in order to do well. If there is a problem, it will also involve many departments, so I will discuss with various departments in the early stage of work to determine the content of the work. If there is a problem, it will be handled through consultation in time. Everyone will * * *. After a year, although there were occasional minor frictions and problems, there were no major problems and no losses to the hotel because of good communication between various departments.
In a year's work, I have gained a lot and found that I still have a lot to learn. The more you do things, the more contact you have, and the more you find that you still have a lot of things you don't understand. You should strengthen your study, make more progress and do your work better.
Annual Work Summary of Hotel Managers in 2022 (Chapter 5) Ladies and gentlemen,
We welcome the new year with spring-like enthusiasm. On this warm spring day in bloom, we held the annual work summary and excellent staff commendation meeting of xx Hotel with sunny mood.
At the meeting, we reviewed the 20xx years with a knowledge-seeking attitude and summarized the work achievements of the past year. I personally fully affirm the efforts and achievements of all the staff and colleagues present here. At the same time, we are even more proud of the outstanding employees who won the award that year. A year's plan lies in spring, and a day's plan lies in morning. The heads of all departments in our hotel warmly and rationally summed up last year's work and planned the future work. In short, our annual meeting expressed the theme of the summary with rigorous and rational knowledge evaluation. Let's review the course together, carry forward the excellence, fill the gaps, link the past with the future, and set an example. I hope the excellent model can influence this team. The plan for the coming year should be formulated step by step, the implementation ability should be strengthened, innovative ideas should be deduced, and the work style of empty talk and neglect of implementation should be put an end to. I would like to make the following comments on the contents of the meeting:
1. Execution is the core strength of enterprise competition. What is competition without execution?
I think management needs six words: goal, supervision and implementation. If we want to implement these six words smoothly, we must put aside our own prejudices and gather the strength of all. The purpose of administrative management is to increase the income of enterprises, serve the employees of enterprises and solve their doubts and difficulties in life and work. What do managers and supervisors need if they can't improve the profits of enterprises and solve the difficulties of employees? Trust is very important, and methods are also very important. Reward and punishment are part of administrative law. Keeping promise is the power of execution. I advocate and hope that all of you here will keep in mind the following seven points:
1, employee motto: make small things into fine products, make details to the extreme, make services into value, make repetitions wonderful, and make a little progress every day.
2. Code of Ethics: Enterprises suffer less than customers, and customers suffer less than enterprises.
3, work style: look at the scene, do it right away.
4, talent strategy: growth, success, everyone is talented, strict love, eclectic, survival of the fittest.
5. Management orientation: zero defect management, error-free service and no vacancy record.
6. Management pursuit: high, strict, detailed, practical, innovative and flexible. High standards, strict management, excellent service, practical style, new ideas and flexible management.
7, management style: strict love, tight inside and loose outside.
Second, the marketing strategy and prospects. The marketing department is generally recognized.
In the coming year, we will break the team-oriented marketing direction and structure. Fully understand and use e-commerce sales methods, establish network propaganda ideas, carefully lay out the market, use electronic network sales, and inherit the traditional law of visiting the market. I also hope that marketers can remember that we are a stake on the fence and we are one of the three gangs. Only excellent products, excellent background and excellent service can provide logistics support for marketing and build a nest to attract phoenix.
Third, the front desk is the image of xx.
We should learn to accumulate and try to figure out the psychology of our guests, that is, we should be good at arguing rather than lobbying, resolve the resistance of our guests with a smile, save the time for guests to cancel their rooms with professional skills, and use your memory to promote the warmth that they will be noticed when they stay again. The image of the receptionist is the image of xx people, the words of the receptionist are the quality of xx people, and the service of the receptionist is the standard for guests to recognize the achievements of xx backstage people. Therefore, the front desk of xx people must develop the good habit of "cultivating education". Make your smile, service and skills a part of your work, not a deliberate rigid behavior forced by the system. Remember, xx people should be proud of your excellent work performance.
Fourth, the guest room is the camp and battlefield for the development of xx people.
To really develop, the housekeeping department is like the backstage of a stage. Only when the backstage is well prepared, carefully planned and carefully done in every detail can we direct a flawless play. I hope everyone will use the system to restrain themselves, do a good job with love, strengthen their skills, take responsibility, and let guests live in a clean and warm family. Every detail needs your patience, responsibility and love, so that xx can leave a good impression in the eyes of every guest. Home is born of you, and warmth begins with you. Your language, your etiquette service, guests will remember, xx people see it in their eyes, and I see it in their eyes.
5. The key degree and importance of engineering department and security department.
The security department and the engineering department jointly plan to meet the needs of administrative functions. The security department, like the front desk, plays a welcoming role, shouldering xx's safety, protection, fire hazards and Du Benji's major safety and fire control responsibilities. I hope that the security department can do the following: welcome guests should be professional and powerful; Command the vehicle in place, and the gestures are standardized; Parking spaces should be calmly marked. Promote safety, civility and courtesy, and exemplary law enforcement. Fire control should be controlled in advance, inspected frequently, observed more, equipped with more facilities and suggested more. Eyes, ears, mouth and nose are all used, so you should be familiar with and master the use of fire fighting equipment and the structure of facilities. In short, orders are forbidden, vigilance is always there, and alarm bells are always ringing. In order to ensure reception, safety and fire control, stand by and stand by at any time. The engineering department should observe more, cooperate closely, study carefully, find a way and implement it immediately. Let every detail be filled with your concern. Let every detail, every stain and every ruin change its face with your full use, responsibility, technology and professional efforts.
Sixth, finance.
Finance is the housekeeper of an enterprise, the counselor of xx financial management, and makes all payments. Carefully manage the warehouse, buy, sell, collect, support, withdraw and store, with a budget for expenses, a method for saving, a concept for management, an approved income, a basis for expenses, data supported by bills, ways to save money, self-cultivation, system audit, and unreasonable denial.
If you don't short your account, finance is the cornerstone of the pyramid. Only when the cornerstone is stable can it be stretched. It is hoped that the financial supervisor and members will learn more laws, ask more questions, check more and give more suggestions, and truly become the stewards and financial consultants of the enterprise. In view of the time, the above six points can only be briefly described. Although they are empty and powerless, they have placed my personal opinions and hopes. Some departments, some functions, failed to mention the reasons, former executive vice president, department head, all in detail. Here, on behalf of the board of directors of xx, I sincerely say to you: Thank you! Thank you sincerely! I believe that at the same time, I will work harder. Under the supervision and planning of the board of directors, under the leadership of the executive vice president, under the practice of the heads of various departments, and with the hard work of brothers and sisters in xx Hotel, we will move towards 20xx. The new year's bell is about to ring. In the new year, we will fly our dreams with a brand-new concept and a brand-new look to welcome the next brand-new year! I wish you all a happy new year and all your wishes come true!
thank you
In 2022, 20xx years passed, and the hotel manager made an annual work summary. This year, the hotel has undergone great changes under the joint operation of the company and the company. The two shareholders invested a lot of money to update and transform some hotel facilities. The third floor, abandoned for many years, was renovated and opened, which made up for the vacancy of hotel entertainment projects and made the hotel service projects more perfect. Aiming at the problem of room odor, ventilation is fundamentally realized.
With the renewal of hotel equipment, the improvement of service items and the further improvement of staff service level, the hotel won the second place in the history of star rating in 20xx, which made the hotel enjoy a high reputation in the hotel industry. 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, creates a good living space for employees, transforms the laundry room of the hotel into a spacious dining room and a dual-purpose room for employees' activities, increases entertainment items such as table tennis and table tennis tables, and conducts 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 staff dormitory, which solved the problem of bathing in winter.
All these employees can only repay the hotel through hard work. This year, in the case of constant changes in personnel, all the staff in the front office can still overcome difficulties, forge ahead in unity and successfully complete the reception tasks assigned by the hotel. Throughout the year, * * * received four VIP groups and held numerous meetings, which were well received by the guests in the whole reception process. In the past year, the front office has done the following work:
First, strengthen business training and improve the quality of employees.
As the front office of the hotel, every employee should face the guests directly. 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 made detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in July this year, all the staff in the front office conducted a one-month foreign language training, which laid a certain foundation for this year's star rating. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.
Second, instill in employees the awareness of "increasing revenue and reducing expenditure" and control costs.
"Open source and reduce expenditure, open source and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the hotel's call to carry out cost-saving activities and control costs. In order to save money, the front office bought plastic baskets with team keys, which reduced the use of key bags and room cards and saved hotel expenses (in the past, both teams and individuals had to fill in a room card and use a key bag, but after passing through the team room without using room cards and key bags, the expenses were greatly saved, with room cards 0. 18 yuan/piece and key bags 0./kloc. The business center uses overdue reports to print draft paper; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.
Third, 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 launched a series of room promotion activities, such as fan room, bonus card, vouchers, thousand yuan card and other promotional activities. While giving preferential policies to the hotel, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we must try our best to keep them." Fourth, pay attention to the coordination between various departments.
Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.
Five, strengthen the management of all kinds of statements and customs declaration data.
According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Compared with the room income of 20xx, the room rate increased by 9.46%, but the income decreased by RMB. The main reason is that vicious competition between hotels leads to the decline of average house price, the increase of occupancy rate and the decrease of income. The room profile table is attached.
The achievements are gratifying, but we also deeply realize and realize the shortcomings:
1, the service lacks flexibility and initiative;
2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;
3. Some new employees are not skilled in their work;
4. The copier in the business center is aging, and the effect is not good, which affects the income of the business center. The cash income from copying in the business center this year is only RMB.