Summary is a written material that analyzes and studies the relevant situation at a certain stage and makes instructive experience, methods and conclusions. It can help us find the rules in our study and work, so it is very necessary to write a summary. How to write a summary to play its role? The following is the year-end summary of the general administration department I collected for you, for reference only, and I hope it will help you.

Comprehensive Administration Department's Year-end Summary 1 Over the past year, under the correct guidance of the company's leaders, the Administration Department has closely focused on management, service, learning and other work priorities, paid attention to giving full play to the central role of the Administration Department as a link between the preceding and the following, and coordinated all parties, and actively worked hard for the company to successfully complete its annual objectives and tasks. The work of 20xx is summarized as follows:

(1) Strengthen basic management and create a good working environment for leaders and employees.

Creating a good working environment for leaders and employees is one of the important work contents of the administrative department. Over the past year, the administrative department has earnestly performed its duties and strengthened coordination and communication with other departments. The basic management work of the administrative department is basically standardized, and the related work is high-quality and efficient, which has created good conditions for the development of the company's work. Such as: the improvement of various rules and regulations, the improvement of organizational chart, the strengthening of communication with employees' associations, and the preparation of emergency plans; And timely handle the official documents and matters assigned by the leaders without delay; Complete all kinds of annual reports and summaries in time; Adhere to the principle of careful calculation and reduce administrative office expenses; Organize and assist in organizing various meetings, prepare well before the meeting, record after the meeting, and collect office supplies. The administrative department has done its duty to meet people and treat things, optimize the office environment, and ensure the quality of words. It has established a good image of thousands of people and played a window role.

(2) Strengthen services and establish a good atmosphere.

Service always runs through the work of the administrative department, and the core of the administrative department's work is to do a good job of "three services", namely, service leaders, service departments and service employees. Whether the service work is well done and whether it can satisfy the leaders, departments and employees is the basic standard to measure the work of the administrative department. Over the past year, we have worked around the center and strived to achieve three breakthroughs in service:

First, there is a breakthrough in active service. Highlight an "early", embody a "fast" and achieve a "good". "Early" is to change the passive tendency of leaders not to pay, not to do, not to talk, not to do, and strive to consider the key, difficult and hot issues of the company's work in the first place and service in the first place. In particular, all the work managed by the administration department is planned, measured, completed and summarized, and it is proactive. "Fast" means advocating the spirit of doing it right away, quickly entering the role, quickly going deep into the reality and quickly feeding back information, which embodies the high efficiency of the administrative department and the scientific decision-making of the leaders. The daily work and temporary things assigned by the leaders are basically handled in time and fed back in time. It is clear that the day is what we ask of ourselves. "Good" means that the work you are in charge of can be completed with high quality, recognized by the leaders and satisfied by the employees. While assisting and cooperating with the work of other departments, we also insist on being positive and enthusiastic.

The second is to make a breakthrough in highlighting the key points of work. In the work plan, 1-2 "key" tasks are highlighted every month, which makes the work focused and innovative, and changes the habit of "waiting for the leaders to arrange the work of the administrative department".

The third is the breakthrough of innovation and work style. Constantly improve and innovate the working ideas and methods to meet the needs of rapid business development, and make new measures to promote the work of the administrative department in by going up one flight of stairs. Effectively change the service mode of administrative departments, improve work efficiency, and enhance service awareness and professionalism. Over the past year, the staff of the administrative department have worked overtime for many times to cooperate with the work of relevant departments. Vigorously advocate civilized office and set an example. Such as: the construction of our security team, the work of turning the canteen into a profit.

(3) Strengthen learning and form a good learning atmosphere.

The key to the sustainable development of the company and the efficient operation of the administrative department lies in people. In order to have a strong working ability and maintain the efficient operation of the administrative department, the staff of the administrative department must "recharge" in time and effectively perform their duties, so as to learn basic knowledge, deepen professional knowledge, diligently cultivate knowledge, learn what is urgently needed first, constantly supplement all aspects of knowledge, and study the professional knowledge of the administrative department, thus forming a good learning atmosphere.

(IV) Strengthening internal management and performance appraisal: cooperating with the company to improve the performance appraisal methods of various departments. Adhere to the combination of personal income and performance.

Over the past year, with the attention and guidance of the company's leaders and the strong assistance of various departments, the administrative department has made certain achievements. Although we have made some achievements, there are still many shortcomings, mainly in the following aspects:

First, because there are few people and many things in the administrative department, everything is often done very carefully, and every job is subjectively hoped to be the best. However, due to limited manpower and ability, it is impossible to do everything perfectly.

Second, I don't know enough about the work of various departments of the company, I don't fully grasp the real situation of existing problems, and I don't play a sufficient role as a staff assistant for leadership decision-making.

Third, the implementation of the system is not enough. Due to the complexity of the company's affairs and insufficient inspection and summary, there is a certain phenomenon of attaching importance to system construction and ignoring system implementation.

Fourth, the company's publicity needs to be strengthened.

Fifth, continue to study and improve performance appraisal, and urge employees to improve their working methods and quality. All these need to be effectively solved in our future work.

20xx years have come, and a new year has come. In the new year, we will continue to work around the company center, overcome shortcomings and improve methods; Go deep into the scene and grasp the truth; Strengthen management and improve service; Boldly explore new ideas and methods for the work of the administrative department, push the work of the administrative department to a new level and make greater contributions to the healthy and rapid development of the company.

Year-end summary of comprehensive administrative departments 2 20xx years are about to pass, and a new year is coming. In 20xx years, the whole hotel has made great achievements in both business performance and comprehensive quality of personnel. As one of the key departments of the hotel, the administration department should recruit personnel, implement quality inspection, design and produce corresponding contents in various activities, and also deal with various inspections by health bureau, fire center, CDC, social security and other organs. There are many things to do, but in 20xx years, under the leadership of the general manager, every employee in the administrative department has made painstaking efforts and done all the work with the utmost effort. The specific work is summarized as follows:

I. Personnel recruitment

The primary problem of 20xx is that it is difficult to recruit. Whether it is a fast food restaurant or a comprehensive hotel, the phenomenon of labor shortage appears to varying degrees. It was difficult to recruit employees in the actual work of the hotel the year before last. When encountering a large reception, you need the assistance of logistics related departments. Until 10, on the basis of salary adjustment, the recruitment situation of employees has improved, and the embarrassing situation of "there is a demand for meals and no reception" has been solved accordingly.

Second, strengthen training and improve the quality of employees.

Training is an effective means to improve the quality of employees. 20xx years, hotel intensive training. Through internal training and external training, the administration department organized a special training for all hotel employees. Among them, external training reaches 18 class hours, and internal training (including department manager training, pre-job training and on-the-job training) reaches 16 class hours.

Pre-job training: The Administration Department will conduct induction training for new employees in April; In June, 5438+00, the training scope was expanded, and the employees who were less than 1 year were retrained in job responsibilities and related systems.

On-the-job training: In combination with the actual problems and deficiencies in hotel development, employees are trained in service awareness, polite hospitality, fire safety and other knowledge through internal training (Administration Department) and external lecturers (Golden Housekeeper: Teacher Chen Xuan's hotel professional image, Teacher Liu Mengjiao's new breakthrough, and Teacher Wang Ge's team communication), so that employees can explain, comment and communicate. In addition, for the hotel to apply for three-star, combined with foreign training teachers, arrange gfd, beauty salons and other courses to effectively build the hotel's quality service.

Through training, the overall quality of employees has been improved. From the perspective of skills training and gfd training, it is obvious that employees are more enthusiastic about the latter. Therefore, in 20xx training, we will purposefully increase the number of exchanges with employees to understand the psychological characteristics of adult employees, and adopt diversified teaching methods, such as demonstrations, movies, slides and projected images.

Third, institutionalized construction.

In order to improve the management level of the hotel to a new level, in 20xx, the hotel also conducted strict assessment on the attendance and performance of department managers, and also conducted strict management on the quality inspection of the hotel, insisting on quality inspection every Friday and implementing the policy of rewarding and deducting points. The formulation of these systems has strengthened the management of personnel at all levels and played a good role in "managing people with systems". Hotel staff's mental outlook, environmental sanitation and many other aspects have been improved to a higher level.

At present, all kinds of rules and regulations such as duties, regulations, methods and procedures issued by the hotel have clear standards for each employee's post, duties and objectives, and punish those who exceed and violate them accordingly, so that every job and every work link has rules to follow.

Fourth, implement the listing of three-star hotels.

At the 20xx annual staff meeting, the hotel proposed to complete the "one listing", that is, to submit an application for "three-star foreign-related tourist hotel" to the relevant departments. In one year's work, the hotel has consistently established the awareness of quality service for all employees and strived to build three-star standard software. Thanks to the efforts of the general manager and managers at all levels, the hotel passed the inspection and evaluation of three-star foreign-related hotels in less than one month after submitting the application, which greatly improved the hotel's' popularity'.

V. Annual Marketing Activities of the Hotel

It is the basic premise of the hotel's survival and development to improve its popularity and cultivate its regular customers. Because many hotels have been opened this year, the problem of tourists is very serious. In order to ensure the normal operation of the hotel and increase its operating income, the hotel launched a full-staff marketing campaign in 20xx and formulated a set of full-staff sales incentive scheme, which made the hotel show a good situation that everyone cares about sales and everyone participates in sales.

At the same time, in view of the shortage of rooms for receiving large conference teams, the hotel has cooperated with hotels of the same grade and scale for many times, which not only increased the benefits for the hotel, but also strengthened the communication between the hotel and the same industry, reflecting the spirit of cooperation of the hotel.

In order to prevent the hotel from being confined to Zhoukou city, the administrative department signed a reservation agreement with two websites to increase room sales through various channels.

The hotel launched a large-scale photo exhibition in June, which was promoted through external advertisements and content promotion. In July, a series of promotional activities were launched: daily special dishes for catering, consumption of alcohol and tobacco, official healthy dishes, special rooms for 68 yuan/room/day, delivery of iced mineral water during check-in, and delayed check-out until 3 o'clock; The external publicity of the wedding banquet and birthday banquet in August, in conjunction with the wedding banquet company, was carried out in the downtown area in the form of banners, brochures and on-site signing. , expand market awareness; In February 65438, a series of catering promotions were launched. If the consumption exceeds 100, 20 yuan will be given, and health porridge and special gift boxes will be given to stimulate catering consumption and increase hotel turnover.

VI. Corporate Culture Construction

1. Set up a hotel art troupe to provide programs for various receptions in the hotel. In this way, not only the employees have the opportunity to display their talents, but also the hotel's conference and banquet reception brands have been widely publicized and recognized.

2. Diversification of employees' birthdays: On the evening of dinner in February, the hotel specially customized a birthday cake and invited all employees * * * 12 to celebrate their birthdays together; In April, employees who celebrated their birthdays were organized to go on an outing. At the same time, give gifts to employees who celebrate their birthdays every month, so that employees can feel the warmth of the hotel family and promote the cultural construction of the hotel.

3. Organize various staff group activities: In April, we cooperated with the Ministry of Security to organize a two-week military training for all hotel staff, which greatly improved the fighting capacity of employees and the image of the hotel; A staff sports meeting was held in May. Through skipping rope, tug-of-war and other sports, the cooperative spirit of employees was greatly stimulated and the team cohesion was enhanced. In late May, we will hold an employee skills contest and an essay contest (if I am xx) to encourage employees to keep making progress through writing and speaking. In August, we selected 12 outstanding employees from various departments according to the monthly selection results and daily work performance, and organized them and their families to take a four-day tour in Rizhao, Qingdao. /kloc-cooperate with the Ministry of Security to organize all hotel employees to conduct fire fighting training in October to strengthen fire safety awareness.

Seven, reasonable adjustment of the salary system, and constantly improve the welfare of employees.

Hotel management should always adhere to the people-oriented management concept. Without a stable, efficient and conscientious staff, there will be no quality guest service. 20xx 1 1 month, the hotel adjusted and reformed the salary system of employees for the second time, which improved the basic salary of employees and rationalized the salary of employees in the catering department. This adjustment has greatly improved the enthusiasm of employees and strengthened the construction of the workforce. Compared with last month, the turnover rate of employees dropped significantly, and some old employees returned to work in hotels.

Eight. Existing problems and deficiencies

1, the overall level of staff quality is not high, and the training and supervision of departments are not in place, which makes the service quality sometimes low, the service awareness sometimes weak, and guest complaints sometimes occur.

2. The implementation of rules and regulations is not firm enough, and there is a phenomenon of arbitrariness and taking care of face, and it is not really rewarding diligence and punishing laziness. There is still a phenomenon of doing well and not doing well. The management mechanism needs to be further improved.

3. Quality inspection is not effective. The quality inspection work in 20xx years is only aimed at the health of the department, and does not check the work and service.

4. All departments have problems of lax management and poor execution, and the overall customer service level needs to be improved. In addition, the work arranged by the leader could not be carried out due to external factors, and it was not reported to the general manager in time.

5. Need to increase communication with relevant departments. In 20xx years, many receptionists did not communicate carefully, which caused the leaders to ask some detailed questions and could not answer them.

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