Model essay on work summary of hotel lobby manager

Introduction: Work summary is a kind of applied writing, which is to think rationally about the work that has been done. Summary and planning are complementary, based on the work plan, and planning is always carried out on the basis of summing up experience. The following is a summary essay of the hotel lobby manager's work that I collected for you. I hope it will help everyone!

summary of hotel lobby manager's work (1)

what is the hotel orientation in 21xx? Quality and efficiency? Years. Over the past year, under the leadership of the central leadership and the hotel team, the hotel has focused on the management work, taking the system, service, responsibility, benefit and efficiency as the goal, and closely focused on the? Three major work goals to do four jobs well? As the main line, all work is carried out in an orderly manner. The summary is as follows:

1. In terms of political study

The hotel carefully organizes employees to study the spirit of important meetings of autonomous regions and bureaus, and earnestly studies the Party's work in accordance with the Notice of the Party Committee at a higher level on Changing the Work Style of Employees and Strengthening the Work Efficiency Construction Activity Plan and the notice requirements on theoretical study. Seventeenth National Congress? According to the report, combined with the actual work of the hotel, based on the development of our own position, with the core of fully implementing Scientific Outlook on Development and building a harmonious southern sky, we insist on regular meetings every Monday and Friday afternoon for political study and business study, keep abreast of the ideological trends of employees, and do a good job in ideological guidance of employees, which has achieved remarkable results and further improved their ideological consciousness and political quality.

second, the completion of the three major work objectives

at the beginning of the year, management, service quality management and operation were listed as the three major work objectives for 2118. Over the past year, through hard work, we have achieved certain results in all aspects.

(1) Management objectives

1. The introduction of refined management objectives has enabled all hotel managers to establish? Great things in the world must be done in detail? Good management concept. At work, pay more attention to the subtlety of management, education and guidance, and service; Avoid heavy arrangement and light inspection, and be diligent in brain, eyes, hands and legs; Pay attention to observing and thinking about problems, and implement the concept of refined management in all aspects of work, with good results.

2. Effective management objectives. According to the requirements of the superior party committee, the hotel has carried out activities to change the style of workers and strengthen the work efficiency. Through this activity, many work style problems, such as procrastination, buck passing, weak sense of responsibility and low work efficiency, have been solved, and a long-term management mechanism has been formed to change the work style of employees and improve their efficiency, and all work styles are in accordance with the system and economic laws, practical and conscientious. In the efficiency building activities, the hotel has set up an activity leading group and office. In the middle and late March, all the staff were mobilized step by step through various forms throughout the hotel, and a meeting was organized at the end of March? Change the style of staff and strengthen the construction of hotel work efficiency? Big discussion activities. Through mobilization, the pertinence and effectiveness of seeking truth and being pragmatic are enhanced; Further clarify the scope of functions and the long-term mechanism of each responsibility; Standardize and strict learning requirements; It broke the mediocre concept of inaction and lack of progress, and improved the enthusiasm and initiative of hotel staff. In May, combined with the actual work of the unit, the hotel carefully investigated the problems existing in the unit and individual by combining the open door coachable with self-examination, combining the unit investigation with the individual investigation, holding seminars, issuing consultation forms and other forms. The problems found out are practical and the results are very good. In view of the problems found out, the reasons are analyzed and the direction of rectification is studied. Since July, centralized rectification has been organized and the results are remarkable. In addition, combined with the development of efficiency building activities, do a good job? Red May? Staff training and technical competition activities have greatly improved the quality and level of service.

3. Cost management objectives. Since the beginning of this year, hotels have strictly controlled costs, saving energy and increasing efficiency. First, financial accounting management has been strengthened. Each business department accounts for revenue and expenditure on a monthly basis, analyzes the operating income and cost control, and takes countermeasures in time when problems are found. The finance department strengthened the audit of daily income, avoiding the loopholes in the cashier. Timely collection of various accounts, as far as possible to avoid the occurrence of running accounts, missing accounts and dead accounts. Secondly, all departments have done a solid job in the basic work of cost accounting and cost management, strictly controlled the hotel's unproductive expenditures and reduced the hotel's management expenses. In the procurement process, the examination and approval system is strictly adhered to, and the procurement department communicates with the warehouse in time and cooperates with the inventory to avoid the backlog of materials. Thirdly, in the daily management, all departments pay attention to the education and guidance of employees' saving ideas, which improves the saving consciousness of hotel employees and employees.

4, equipment and facilities maintenance management objectives. Based on the principle of combining maintenance and repair, repairing the old as new and repairing the new as new, all departments pay attention to the maintenance of equipment and facilities, summarize and improve the incorrect operation methods that are easy to damage equipment and facilities, and try to eliminate some minor problems in the bud; Carry out the maintenance into the details of daily operation, and form a system and good operating habits in the necessary links.

5. Do all kinds of management work well with brand-new ideas and ideas. Hotels require managers to improve their own quality, establish brand-new management concepts and ideas, and pay attention to absorbing and learning from the good experiences and methods of other hotels in order to cope with the new situation, new tasks and new market competition. In combination with the introduction of the new labor law, the hotel has carefully revised and improved the original Staff Code, and will formally implement the new Staff Code early next year.

(II) Service Quality Management Objectives Over the past year, on the basis of maintaining and developing our good practices, the hotel's service work has made a lot of efforts in the following two aspects. First, the training methods have been further improved. By adopting the mode of combining centralized training with flexible training, combining with the knowledge structure of service personnel, we can identify the characteristics and weaknesses of the department, and focus on the standardized training of service skills such as shop discipline and rules, etiquette and courtesy, so as to promote the improvement of hotel management level and service quality. At the same time, establish and improve the regular meeting system before class, so as to summarize the work of the previous day in time and arrange the work of the day. Second, pay attention to education and guide the vast number of service personnel to establish? Guests first? The idea of serving customers with the needs of customers as the main line. It is required to carefully ponder the customer's consumption psychology in customer service and try to meet the reasonable requirements of customers; Change? Afraid of trouble, time-consuming and laborious? The idea of. Strive for a breakthrough in service, use the reputation of guests, expand publicity, expand the image and influence of the hotel, and greatly improve the overall service quality.

(III) Management objectives Management is the core of all our work. The hotel firmly grasps the income of the rooms and restaurants of the two main departments and strives to open up the market under the existing conditions. Through the concerted efforts of all the cadres and workers in the hotel, the total revenue of the hotel is XX million yuan. Among them, the room income is more than XX million yuan; The catering income is more than 11,111 yuan; Other income is more than 11,111 yuan.

on the basis of maintaining the current price level, the housekeeping department summarizes the experience and shortcomings in operation and management, digests and absorbs the business ideas of peers, and tries to find ways to develop new projects and methods such as long-distance alliance housing points to stabilize or improve the accommodation rate. The catering department readjusted its management team in the first half of the year. Subjectively, the new team reflected and summarized the shortcomings and defects in operation and management in the past, strengthened internal management, and strengthened the education, guidance and training of service personnel, so that the service quality was improved to some extent, and the cohesion and centripetal force of the team were continuously enhanced; At the same time, in order to adapt to the trend of popular consumption, restaurants have made great efforts to strive for reasonable prices, stable taste and quality of dishes, adopted flexible and diverse business models, found accurate business positioning, put forward ideas and ways, and launched special hot pot in winter, which gradually improved the momentum of the vicious circle of catering. This year's moon cake production, the hotel is based on the working idea of determining production by sales, from making a work plan, setting up an organization command system, to finding ways to increase market promotion and carry out all-staff promotion activities. On the one hand, the hotel has successfully passed the national food industry production license certification (QS) through hard work, made great efforts to improve production conditions, and boldly introduced crispy skin, transparent skin, sugar-free oranges, strawberries, papayas and other products that can meet different consumer groups and tastes? New product? Strictly control the quality of products; On the one hand, all the cadres, workers and employees of the hotel carry forward the past? Not afraid of hardship and fatigue? The spirit, overcome difficulties, sacrifice personal rest time to work overtime, regardless of personal gains and losses to run promotions, so that the hotel's production and sales of moon cakes exceeded the scheduled tasks this year.

three or four tasks

1. Promotion.

this year, the hotel will continue to improve the promotion of all employees. Take the marketing department as the leader, move around frequently, communicate more, make use of various channels and limited resources, publicize and promote according to their own characteristics, and actively develop new customers. This year, the hotel increased the sales of team meetings and tried every means. Get real and reliable information about customers and league meetings in time, and adjust marketing strategies in time with the changes of the market. The marketing department actively communicated with various business departments to understand the situation of tourists and the existing difficulties and problems, and put forward ideas and ways to carry out targeted promotion and achieved good results.

2. Party building work.

in the first half of the year, nantian party branch carried out theoretical study and party organization life closely around the activities of changing staff style and strengthening work efficiency construction. Training and educating party member should play a vanguard and exemplary role. Strengthen the daily education management in party member and strictly organize the system; In the stage of efficiency construction, criticism and self-criticism were carried out in party member, which continuously improved party member's party spirit. In addition, the Party branch pays attention to cultivating the new party member. The education and management of new party member and activists joining the Party have been strengthened. In the first half of this year, Comrade Chen Bo of our hotel branch successfully passed the preparatory inspection in party member, and the activists joining the Party, Pan Shuiying, were included in the inspection in party member.

3. Trade unions, * * Youth League work and corporate culture construction

Trade unions and * * * Youth League continue to use? Nantian spirit? And the construction of corporate culture as the main line. Especially? Quality, efficiency and service month? The successful development of the hotel has inspired the professionalism and cooperation spirit of the employees and created a relaxed and beneficial enterprising environment for the hotel. Hotel employees are highly mobile, so hotels, trade unions and youth groups should continue to embody the concept of employing people? De? Word principle, the key departments and key positions have taken certain measures, trying to create conditions to retain outstanding talents and backbones and give full play to their strengths. The cultural construction of the hotel closely revolves around? Advocate the best service, win the best reputation, strive for the best benefit and shape the best image? Work, trade unions, * * * Youth League in the work and life to give employees care and help. In management, pay attention to embodiment? Affectionate leadership and ruthless management? Consciousness of. Through hard work, our hotel continues to maintain the autonomous region? Youth civilization? Honorary title, the hotel reception desk and the deputy manager of housekeeping department were awarded the title of city respectively. Women's civilized post? And? A model of civilization? Title, this year, to? Strive for Excellence? As an opportunity, all cadres and workers were organized to actively carry out targeted, post-based and characteristic training and technical competition activities, and gratifying results were also achieved.

4. Do a good job in safety.

does the hotel insist? Safety first, prevention first? The policy, in line with? Safety is no small matter? The principle, to do a good job of safety in all directions. Signed and gradually implemented the target responsibility system for safe production. In particular, the fire safety management of key and weak links such as restaurants, staff quarters, food hygiene, vehicle storage, rental housing, etc. has been strengthened, so that the responsibility goes to departments and people; Adhere to the safety and health inspection, and rectify the existing safety hazards in a timely and limited time; The security department has strengthened the supervision and tracking of the rectification of potential safety hazards and habitual violations. The inspection is in place, the operation specification is in place, the rectification is timely, and the potential safety hazards are effectively eliminated. During the safety production month, a safety education activity for all employees was carried out in the hotel, and the participation rate reached 111%. Four issues of safety bulletin were published, and activities such as safety knowledge examination, fire fighting operation competition and fire evacuation drill were carried out, which greatly improved the safety awareness of cadres and workers.

V. Existing problems

Mainly manifested in the following aspects:

1. In theoretical study, there is still a contradiction between work and study. It needs to be further overcome, and theory should be used to guide practice, and new ideas and scientific theories should be used to solve new problems and new situations in work.

2. In the system construction, there are still some imperfections, and there is a certain gap between the pertinence and operability of some systems and reality. Therefore, the Hotel Operation Practice has not been completely published so far, especially the system construction of the catering department, which needs to be further quantified and improved.

3. Due to historical reasons, the debts of the hotel have certain influence on the smooth development of all the work of the hotel.

4. The operation of the catering department is not very satisfactory.

VI. Preliminary work arrangement for 2118

1. Continue to determine by hotel? Three major work goals? Do four things well? Focus on the work and focus on income generation to further strengthen the management of the hotel. 2. Do a good job in increasing revenue and reducing expenditure. Intensify publicity and promotion, and develop new economic growth points. Strengthen cost control and pay attention to the maintenance of facilities and equipment. 3. Further improve the hotel's labor management and strengthen the standardized management of employees' labor contracts, wages and social security.

4. Strengthen the innovative management of the catering department and strive to develop new customers.

5. Innovating marketing methods and strengthening the brand effect of hotels. In short, we will strengthen the scientific management of hotels, conscientiously sum up experience subjectively and objectively, overcome shortcomings, base ourselves on reality, pay attention to actual results, and make unremitting efforts to create hotel service brands and promote hotel economic development. A summary of the work of the hotel lobby manager (2)

1. Maintain good guest relations and properly handle guest complaints

Respecting and respecting guests is not only a simple superficial courtesy, but also a heartfelt respect, and actions are only its natural expression. Only in this way will we try our best to provide good service. Even some purely personal preferences or habits will be seriously changed as long as they are detrimental to respecting guests. Only by doing this can we naturally respect our guests. Always maintaining a humble attitude towards guests will win their respect. Three ideas have been established in the work, namely ① customer concept:? Everything focuses on customers? (This is the first and core principle of the eight management principles of ISO9111 international quality management system), that is, the ultimate goal is to serve customers well. 2 Detail concept: Details determine success or failure, and hotel service is detail service in the final analysis. If every work detail is done well, the hotel management system and service system will run smoothly. ③ Cultural concept: let customers enjoy a high-quality, unique and unforgettable consumption experience (staying in a hotel and dining), and let employees work and study in a harmonious and healthy corporate atmosphere. Through proper handling