Annual Work Summary Report of Attendant 1
This year, with the help and encouragement of hotel leaders and colleagues, I overcame all kinds of difficulties and completed the work of the whole year well, which was affirmed by leaders and colleagues. Maintain full attendance at work throughout the year, without asking for leave, being late or leaving early; The service quality and work level have been improved, and there are no complaints from guests; Be able to respect leaders, unite colleagues, be courteous and give priority to work. Now I'd like to report my main work in 15 and my plans for next year. Please correct me.
First, the main work this year
1, learn with an open mind, ask if you don't understand. During this year, I actively participated in various training activities organized by the hotel, carefully studied service skills and polite expressions, asked the manager and other old colleagues for advice if I didn't understand anything, and carefully pondered and practiced it after returning home. Polite expressions can be used frequently in daily life to get rid of the original bad customs and form good habits. In this way, my service level has improved, my behavior has become more civilized, and I have also been well received by guests and praised by leaders and colleagues.
2, a correct attitude, dedication. Through this year's exercise, I gradually overcame the shortcomings of impetuousness, impatience and perfunctory, and developed a patient, meticulous and thoughtful work style. This year, guests complained less and praised more, and my relationship with colleagues was harmonious. There are fewer quarrels and sarcastic words, replaced by words of mutual encouragement and concern. Let me have more confidence in my work. For the daily work of the hotel, in addition to receiving guests, it is mainly to clean rooms and environmental sanitation. Although I clean all day, I always give up in some places because it is too high, inconspicuous and difficult to move, leaving a dead end. These days, when cleaning rooms and environmental sanitation, every place has to be careful not to let go of every stain, dust and hair. If it is too high, it will fall on the stool. If it can't be lifted, it will be lifted with colleagues.
3. Obey the arrangement and work hard. At ordinary times, we should respect the leaders, not be careless, and the things arranged by the leaders should not be discounted, with good quality and quantity. This year, in addition to doing a good job in room service, I participated in the reception work at the front desk when the front desk staff was uneven. At first, I didn't understand the reception work, had no confidence and was afraid of difficulties. Later, with the care and help of the hotel leaders, I overcame my own difficulties, studied hard, consulted in many ways and practiced constantly, so that I had a well-thought-out plan and did not get into trouble. During this period, I was rated as an excellent front desk employee.
Second, the work plan for next year
In the coming year, I will become more mature, the service quality and level will be greatly improved, the service enthusiasm for the guests will also be improved, my work confidence will be greatly increased, and I am full of confidence in my future work. Generally speaking, this year I was able to do my duty, abide by the rules and regulations of the unit, reassure the leaders and satisfy the guests. But I also have some shortcomings that need to be corrected, such as haggling over every ounce, quarreling with colleagues, being lazy at work, not being full of enthusiasm for work, and being lazy. In the new year, I will resolutely overcome these bad work styles, take advantage of last year's east wind, strictly restrain myself, seriously study and delve into the skills in work service, improve my service level, start from small things, set a high starting point and set high requirements, satisfy every guest, and provide a comfortable, peaceful and warm home for every guest together with other colleagues in the hotel.
Third, suggestions and opinions on the hotel
In today's information network era, people who know news survive. However, the collection and utilization of hotel information is far from enough. Frog at the bottom of a well always knows only that sky. Only by going out can we know that the world is outside us. We hope that the hotel will organize more employees to go out, learn the advanced service and management level of the industry and improve the competitiveness of the hotel itself. At the same time, I also hope that hotel leaders will pay more attention to the daily life of employees and think more about them. Organizing cultural and sports activities can not only make employees get physical exercise, but also enrich their spare time. Let every employee devote himself to the work of the hotel with full mental state every day and make his own contribution to the prosperity of the hotel.
Annual Work Summary Report of Attendant II
By the end of the year, I had worked in a restaurant for more than ten years. Looking back on my work experience in these years, I also feel that I have paid and gained. The following is a summary of my work:
First, know how to smile and be good at smiling. In today's society, smiling has become a necessary professional quality for all walks of life. Especially in the business field. There is a saying "Don't do business if you can't laugh".
Second, be diligent. Diligence means hard work, that is, working hard and paying more than others. Speed is efficiency.
Third, enthusiasm. People can have no passion, but they must have enthusiasm. Because the warm breath is very infectious. Like the light and heat of the sun, it is full of vitality. This is a mental outlook and state that reflects the heart.
Fourth, there is thought. Thoughtfulness is the foundation and the most important way to treat guests. Since you are thoughtful, you should take the initiative to do a good job and provide services. You should be good at observing and know how to put yourself in the other's shoes, so as to make the guests unexpected and provide advanced services. Whoever can make a guest feel at home is really thoughtful. Think about what the guests think and worry about what the guests are in a hurry.
Fifth, adaptability. In the restaurant, people from all walks of life, from officials to the people, come into contact with each other every day. Regardless of religion. Therefore, it is necessary to require service personnel to have good adaptability. Some people say: "The canteen is the cradle of training diplomats." That makes sense.
Sixth, the sense of ownership. Work is actually another form of learning. When we know and can work from the perspective and position of the owner, it is a kind of self-improvement and progress. Will stand higher, see farther and do better.
The above is my experience and summary of my work, but there are still some shortcomings. In the new year, I should work harder to do my job well.
Attendant's annual work summary report 3
How time flies! It has been more than two months in a blink of an eye. During the probation period, I worked hard and made great progress. I learned a lot that I didn't have before. I think this is not only a job, but more importantly, it gives me an opportunity to study and exercise. From this stage on, we found that the knowledge we longed for came to us continuously and was slowly digested in this melting pot. This is experience.
The main gains of this work are:
1, familiar with the operating system of the equipment.
2, basically mastered the work skills (during the service of the waiter).
3. Understand the company's workflow.
During this period, I can not only cooperate with my predecessors' work well, but also finish my own work independently. The tasks assigned by the leaders can basically be successfully completed every time.
The shortcomings in the work mainly include:
1, the work is not detailed enough, and small problems often appear mistakes and omissions.
2, the efficiency is not fast enough, and the understanding of the leadership intention is not enough.
As far as overall work experience is concerned, I think the working environment there is quite satisfactory. First of all, the concern of leaders and the continuous improvement of working conditions have given me motivation to work; Secondly, the friendship, care and cooperation between colleagues give me a sense of comfort and sureness in my work.
Attendant's annual work summary report 4
Over the past year, under the correct leadership of the leadership, with the active support and great help of my colleagues, I have performed my duties as a floor attendant well and successfully completed my work tasks, which have been well received by guests and colleagues and affirmed by the leadership. To sum up, I have gained a lot.
1, work overtime and finish the renovation as soon as possible.
The most important work of this year's guest room is the early decoration. Since receiving the notice to go to work in April, we have overcome many difficulties and carried forward the spirit of not being afraid of hardship and fatigue in order to put the new room into use one day earlier. On the basis of my own work, I worked overtime every day and fought continuously, and completed the indoor and outdoor sanitation work in the early, middle and late stages of cleaning, placing and decoration of old and new furniture in a short time, ensuring the decoration and timely rental of rooms.
2. Assist the department manager to handle the daily work of housekeeping department.
In order to better assist the daily work of the department manager, the waiters began to implement regular day shift system this year. The implementation of this system means that waiters must take part in work every day, supervise and participate in all kinds of service work every day. Worrying, laborious and unpleasant work may not be completed. However, in order to live up to the expectations of the leaders and not affect the normal operation of the company, I work tirelessly every day, and I have been taking part in the work except for a few days of sick leave due to injury. In this way, we will not have accidents on the second and third floors due to poor supervision or human factors.
3, reasonable arrangement of floor personnel on duty, shift work.
It is a very important link for floor attendants to change shifts and be on duty. In order to ensure that the waiters can do a good job in the company and don't miss things at home, we adopt the way that the waiters work with the day shift every day, so that the waiters can exercise their hearts, supervise every work of the waiters in real time, and try their best to do what they can't do and can't count on. Let every staff member devote himself to the service work with no worries and face the guests with a brand-new attitude every day.
4, cooperate with the manager to do a good job of reception and arrangement, timely handle the problems found in the work, and report the problems to the leader in time.
As a waiter, the main job is to cooperate with the department manager to upload and distribute difficult problems. At the beginning of the business, all the work needs to be straightened out. Put your hands into the reception work of opening customers before you are ready. There are many customers, some staying in hotels, some celebrating, many strange faces coming and going, and a large part of the staff are novices. I steadied myself secretly, tracked and reminded every staff member of every detail, and made careful arrangements to make the opening reception work go smoothly. The newly installed guest room has various maintenance problems such as water, electricity and telephone. Every detail is recorded in detail, reported to the manager in time, and solved quickly, without leaving adverse effects on new customers. At the same time, the expectations of employees will be reported to the leaders through normal channels in time, and the leaders are expected to solve them.
5. Do a good job in floor safety, fire prevention and hygiene.
From the first day of work, the company leaders have re-emphasized the safety issue, so the safety issue has always been the top priority of our usual work. Therefore, I emphasize safety in every item of my daily work. Pay attention to the links in rounds. Cigarette butts on the bed, floor and corridor carpet are the biggest hidden dangers. The first question, of course. Secondly, in order to do a good job in hygiene, we have also made detailed arrangements: the system of "three cleanings", "three degrees" and "two inspections", including room hygiene, bed hygiene and bathroom hygiene. "Three degrees" means that the quilt has an angle, the furniture has brightness, and the working process has speed; The "two-check" system is that healthy people complete self-examination and ask the waiter to check it. Adhere to the "one-day check" system of vacant rooms, find existing problems in time and solve them in time, and strive to reduce omissions.
6, set an example, supervise and inspect the floor service personnel to do a good job of service.
Setting an example is the key for me to do my job well, and it is also a magic weapon to convince people. Except for the normal day shift every day. In the process of cleaning, I have been directly involved in cleaning, and found that there are unqualified procedures or incomplete cleaning. I not only pointed out the problem, but also personally redone the demonstration so that the same mistake will not appear twice in the same person. In this way, new employees will quickly adapt to their jobs, and old employees can not only do their jobs well, but also bring any new employees. In our daily service work, we are almost responsive. Answer customers' questions, guide customers to open the door, guide customers to use the facilities in the guest room, and even help customers shop in the small supermarket at the door when they are not busy. The so-called big river has water and the small river is full. We hope to exchange our excellent service for the rapid development of the company. I hope our work will not be in vain.
7. Do a good job in ideological work while doing a good job in service, so as to achieve unity, friendship, mutual assistance and progress.
Ideological work is the primary task of all work. Do a good job in ideological work, and its key work will be half completed. How can we achieve proper unity and give full play to the overall role of our small groups on the second and third floors? This work is a long-term and daily work. Our personnel are constantly changing and our structure is constantly adjusting. The content of ideological work is constantly changing. Understand their personalities, ways of speaking and living conditions in their daily work, so as to prescribe the right medicine. We always take the company's investment as the introduction, take the company's future development scale as the goal, and take the current global economic situation as the main example to talk about employment difficulties, good development prospects, and the benefits of the company are our own benefits. Make employees deeply understand from the ideological point of view, so as to seriously invest in their work.
8, earnestly perform their duties, and earnestly complete other work assigned by the superior.
We always finish all the work arranged by the manager strictly. Of course, we also report the requirements and hopes of employees to the superior leaders in time. I think only when employees are satisfied from the heart can they devote themselves to his work more enthusiastically and wholeheartedly. Only when employees face customers with physical and mental pleasure can customers feel really at home.
Over the past year, with the correct guidance of the two leaders and the joint efforts of everyone, the second and third floors have received foreign customers, sold rooms and earned RMB. Although some economic benefits have been achieved, there is still a big gap with the expectations of leaders. In _ _ _, I will spare no effort to lead my colleagues to make persistent efforts, improve our service quality, improve our service level and be comprehensive. Create a new situation in service work.
Attendant's annual work summary report 5
January is coming. With the care, support and help of leaders and colleagues, I believe that I will earnestly perform my duties in my work, strive for perfection in my work, always maintain a modest and prudent attitude, and conscientiously complete various tasks in line with the principle of serious study and hard work. The work is summarized as follows:
Keep an endless attitude in thought, keep in mind the purpose of catering service personnel, establish the purpose of serving customers wholeheartedly, and have a new improvement in ideological understanding.
Seriously study business knowledge at work, integrate theory with practice, constantly improve working methods, sum up experience, give full play to post functions, and carefully study the setting of tables in private rooms, such as tablecloths, bone plates, bowls, spoons, red wine glasses, white wine glasses, small handles, chopsticks, ashtrays, paper plates, oral cloths and fragrant towels; The collocation of serving in the box, the collocation of high and low dishes, the collocation of stir-fried soup and cold dishes; In the service, we should pay attention to the different problems of guest position, host position, deputy host position and escort position, and so on. In the accumulated study, correct a little one day, improve a little, and make progress every day.
Restaurants are places where a lot of interpersonal communication takes place. Every waiter will have extensive contact with a large number of guests every day, and will have various interactive relationships with guests based on service. Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the publicity and communication of restaurants. My experience in providing quality service to guests is that as a waiter, we should pay attention to the natural and smooth tone, affability, moderate volume, constant speech speed, and always remain calm and polite. Always mention those words that show respect and modesty, such as you, please, I'm sorry, if, you can wait. In my opinion, smile is the best and most necessary communication tool in the service process. In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests. When using language to express, we should use body language properly, such as using appropriate gestures and actions, combined with oral expression language, to build an expression atmosphere that guests can easily accept and satisfy. Being good at seeing through the potential needs of guests at a glance is the most worthwhile service skill for waiters in the service process. This requires keen observation ability and transforms this potential demand into timely and practical services. For example, when guests drink to the end, they ask whether they want to cook, consider pasta, or add some side dishes. And providing this service is the most valuable part of all services. The essence of observation ability is to be good at thinking about the guests' thoughts and deliver the service in time and properly before the guests speak. Emergencies in services are very common. When dealing with such incidents, I think we should adhere to the tenet that the customer is God and the guest is always right, and be good at standing in the guest's position, putting ourselves in the guest's shoes and making appropriate concessions. But when the waiter really doesn't do well, he should sincerely apologize. When the situation happens, the waiter's first consideration is not whether the fault is on his own side, but to say sorry.
Looking back on this month's work, the hotel has carried out many activities for our employees, such as singing competitions and outdoor activities, which have enabled us to have a deeper understanding between employees, leaders and employees, and I have made progress in thinking, work and communication. Being a waiter is hard, but if I find the problem seriously, I can get a lot of valuable wealth. This job brings me more than just salary. Not only did I make more friends, but I also exercised my ability. My language ability, communication ability, observation ability and adaptability have all been improved in the role of waiter. In the future work, I will make persistent efforts, foster strengths and avoid weaknesses, temper myself in practice and become an excellent waiter. Finally, I wish the _ _ hotel more prosperous and more branches will be opened.
Annual Work Summary Report of Attendant 6
The year 20__ is coming. This is a busy year, but also a brilliant year. With the care and support of the superior leaders, under the correct leadership of the manager, and through the concerted efforts and hard work of all staff Qi Xin, the hotel has made great achievements. The occupancy rate has always been above 90%, and the hotel's performance has reached a new high, which has been affirmed by relevant departments and praised by guests in terms of safety, hygiene and service.
First, respect the leadership and obey the command.
In the usual work, deeply understand the intention of the leader, accept the leader, obey the arrangement, do it according to the requirements of the leader, do not shirk, do not be clever, have no complaints at work, and work hard. Praise and reward for leaders can be treated correctly, without arrogance or rashness; Those who can correct the deficiencies pointed out by the leaders in their work in time will not give up. Being able to complete the tasks assigned by the leaders is often praised by the hotel and housekeeping managers.
Second, obey the rules and discipline and do a good job in service.
Abide by the rules and regulations formulated by the hotel, don't be late, don't leave early, go to work on time, handle the relationship between family and work, have no leave record all year round, and go to work on time. Do a good job of service in strict accordance with the workflow and leadership requirements, and keep the room clean, spotless and tidy. When serving guests, we can use civilized language correctly, be careful, enthusiastic and patient, try our best to meet the requirements put forward by the guests, and explain them clearly for the guests to gain their understanding. Check with the guests in time when the hotel items are found damaged during the rounds. When compensation is needed, clarify the facts and reasons to satisfy the guests.
Attendant's annual work summary report 7
After the interview, 30 students from our school successfully entered the _ _ hotel. Of course, we are assigned to different departments. Started our internship.
On the first day, I knew nothing, nothing. Very nervous, very excited. Fortunately, the hotel sent someone to pick us up. This elder is very enthusiastic. He first showed us the rooms and halls of the whole hotel. Then teach us the basic work and how to do it .. My work with another intern during my internship is to serve guests and order wine at the South Bar on the second floor, and of course, to open a bar. In the first few days, because we are unfamiliar with our work, it usually takes us about 2 hours to open a bar. However, in five days, we can finish it in half an hour.
In these days, I deeply realized: just like in military training, the foreman is what he said, completely obedient; We should seriously try to understand the technical essentials taught by the supervisor, and never interrupt the supervisor's speech by self-expression when the supervisor is imparting skills. If so, it's boring.
After the adaptation stage, I know what I should do: when the time comes, I will open it, clean the table, wipe (wash) the cup, mop the floor ... or go down to the lobby on the first floor to help. Because I'm usually on the second floor in the south. ) If you have nothing to do, just find yourself something to do. You would rather stand than sit. I'd rather wipe things again than just stand there. Labor pays off. If you don't do it, you won't have enough to eat and wear.
So during this period, I used my spare time to watch and remember wine, so I got to know a lot of wine, including domestic and foreign. This is also very beneficial for me to communicate with foreigners when I serve them.
During the service, we met all kinds of guests. Because _ _ Hotel is a four-star hotel, and there are extremely rich overseas tourists during the Canton Fair, almost all the guests who come to the bar are foreigners. During the service, we improved our spoken English, increased our knowledge and broadened our horizons.
My heart and feelings:
1. There must be no language conflict with the foreman. The feeling of stepping into society is really wonderful. We never dare to express our opinions at school, and teachers always pick out mistakes. But outside, the superior is always right. This really needs us to adapt.
2. Every hotel pays attention to different corporate culture, and this knowledge is exactly what we can't get from books.
3. Mastered some knowledge of hotel industry, expanded personal knowledge, enhanced the ability to deal with interpersonal communication in the hotel, and linked what we learned from books with practical operation. This gives me the greatest experience of communicating with people. Sometimes those old employees go to serve foreigners, and when I find that there is a communication problem between them, I will come forward to help.
4. in its place, find its place. In your own job, you should work hard. Only you love your job and pay for it. You can get something.
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