The front desk service represents the image of our hotel. In this year, we also dutifully serve our customers, gain their affirmation and do a good job. At the same time, it also makes me feel that it is not so easy to be a front desk manager, but I also do my job dutifully and let myself grow. I'm here to sort out my work and sum up my work this year.

The service work at the front desk is also my main focus. I also came out of the work at the front desk, so I am familiar with how to carry out this work. As a manager, I also lead my colleagues to do their duty to serve customers. At ordinary times, we should also train them more, reflect on the problems encountered in their work, and communicate with them every day to understand what problems have arisen in their work and what can be improved to serve customers well. Getting their affirmation is what our front desk should do well, and it is also a responsibility to ourselves. We should think more and optimize our work, so that our service will be recognized by customers at the first time, so that we can handle any situation better and bring more repeat customers to the hotel. I also manage my work well. I know that this work can't be done by one person, but depends on everyone's efforts. As a leader, I will deal with any problems of my colleagues in time. Some colleagues are in a hurry, and I will also cover the shift.

Workflow optimization, as well as my own understanding of service, I didn't think much about the position of front desk before. After all, my work is very busy, and I will be busier now, but my responsibilities are heavier. I am more concerned about whether our service will continue to improve, just to make the front desk service customers of the hotel more satisfied. Anyway, the attitude of this service is also a very important factor for customers to choose hotels. Of course, there are some aspects that are not in place. I don't have enough experience as a manager, sometimes I am impatient in management, or my experience is not so mature, but I still need to improve and think hard in the future.

One year's service work is coming to an end. As a manager, seeing the progress of myself and my colleagues, I know that I have more confidence in my work in the coming year, and the external environment is getting better and better, which is better for the management of our hotel. I also want to better lead my colleagues to do the front desk work. At the same time, we should actively improve our management experience, learn more and do more, and serve better.

Looking back on the past and looking forward to the future, as the manager of the hotel department, I have gained a lot in one year's work and realized my own shortcomings, which need to be summarized by myself.

First, strengthen learning and dedication.

To do a good job, we must first have a good working attitude and establish a correct outlook on life and values. Therefore, this year, our department will carry out study and education activities to improve employees' professional ethics in a planned and targeted manner, help department employees cultivate the spirit of loving their posts and dedication, and establish the concept of serving wholeheartedly. At the same time, the department will also organize employees to actively participate in hotel training. According to the annual theme employee training plan of the hotel, the department itself will also organize employees to conduct training on hotel rules and regulations and business knowledge on a regular basis. Through training and study, we will continuously improve the business skills and level of department employees and improve work efficiency.

Second, strict discipline creates an image.

Discipline is a code of conduct that a group must abide by in normal work and life, and it is an effective guarantee to improve the combat effectiveness of the department. The ancients said, "No rules can make Fiona Fang". Therefore, if the general office wants to do a good job as a whole, it must be guaranteed by strict organizational discipline. Organizational discipline should always be unremitting, department leaders should take the lead and be responsible for themselves, and completely put an end to violations of discipline and discipline. The behavior and dress of department employees should be standardized, and efforts should be made to make the comprehensive office a civilized window of the hotel.

Third, innovate management and stress practical results.

1. Beautify the hotel environment and create a "warm home". Strict hygiene management is an effective measure to ensure a clean and tidy hotel environment and provide guests with a comfortable environment. This year, we will strengthen health management. In addition to continuing to adhere to the general health inspection on Thursday, we will also carry out irregular inspections, and strictly follow the standards, never go through the motions, never become a mere formality, inform the inspection results, formulate a reward and punishment system, and implement cash rewards and punishments to enhance the sense of responsibility of all departments, mobilize the enthusiasm of employees, and make the hotel health work leap to a new level. In addition, we must do a good job in preventing flies, rats and cockroaches. At present, it is the peak period of rat and cockroach breeding, so it is necessary to strengthen control and effectively eliminate pests such as flies, cockroaches and rats.

2. Flowers and plants are indispensable decorations to beautify the hotel and create a "warm home". This year, we cooperated with the new flower company to strengthen flower management, and asked the flower company to come to the store regularly for pruning and cultivation, to keep the flowers clean and beautiful, and to change the colors and varieties of flowers in time according to the situation, so that the flowers in the hotel can be evergreen all the year round and always new, giving guests a warm and comfortable feeling.

3. Innovate dormitory management and create a "comfortable home" for employees.

Dormitory management has always been a weak link. This year, we will strengthen management to create a real "comfortable home" for hotel employees. To this end, the first thing is to have a clean dormitory environment. We require the dormitory administrator to do a good job in the sanitation of the public * * * area. Each dormitory has a dormitory administrator who is responsible for arranging and urging the dormitory staff to clean up, requiring the room to be clean and tidy, and checking the sanitation of each dormitory and reporting the inspection.

Secondly, it is necessary to strengthen the safety management of dormitories, always keep in mind fire prevention and theft prevention, prohibit outsiders from entering and leaving the dormitory at will, and implement the system of asking and registering outsiders to ensure the personal and property safety of lodgers.

Third, change management type into service type. The administrator should be transformed into a waiter for the accommodation staff. Most of the in-house staff are young people who come from all directions and leave home for the first time. Most of them are young and lack social experience. Therefore, they need our concern in many ways. Therefore, dormitory administrators should pay more attention to their ideological and emotional changes and care about their lives, especially for sick employees, giving them family-like care and making them feel the warmth of their families.

Fourth, save energy, reduce consumption and create benefits.

1. Strengthen the management of water, electricity and gas in the dormitory. It is necessary to strengthen publicity and education, deepen the concept of "advocating economy, opposing waste, opening up new sources and reducing expenditure" in the minds of employees, and enhance the awareness of saving. At the same time, it is necessary to strengthen management in this area. In terms of the use of water, electricity and air conditioning, we should open up according to the actual situation, strengthen supervision and inspection, put an end to the phenomenon of "tap water, ever-burning lamps and air conditioning" and strengthen the management of employees' bathhouses. It is forbidden for outsiders to take a bath in the bathhouse, and it is forbidden for employees to wash clothes in the bathhouse.

2. Strengthen the management of hotel office supplies, clothing and labor insurance supplies. We will refer to the previous relevant standards and regulations, reorganize according to the actual situation, formulate the collection period and quantity standards of office supplies, clothing and labor insurance supplies in various departments, improve the collection procedures and make good accounts. It is required to distribute the goods according to regulations, ensure that the accounts are consistent with the facts, and properly keep the goods in the warehouse to prevent deterioration and damage.

3. Strengthen the management of vehicle boarding cards and telephones. Establish a vehicle use system, implement a vehicle dispatching system, prohibit unauthorized use of vehicles and stay out, strengthen vehicle fuel consumption, maintenance management and vehicle maintenance, and ensure the safety of hotels leading vehicles and vehicles. Strict management and registration systems should also be implemented for boarding cards and long-distance calls to prevent private use.

V. Internal and external coordination to promote efficiency

The comprehensive office is the reception window of the hotel, and it is an important department for the hotel to contact, contact and coordinate with various functional departments and units in society. This year, we will make use of the existing diplomatic resources, continue to strengthen ties with relevant departments, and create a good external development environment for the hotel's operation and development.

At the same time, according to the functions of the department, our department will pay attention to the contact with all departments in the store, coordinate the work of all departments, coordinate and solve some matters delayed by poor contact in time, supervise the implementation of various measures and decisions of the hotel, and prepare the minutes of monthly work meetings, so that the work of all departments in the hotel can be arranged month by month and acted every day.

VI. Promotion of Guangming Brand

1. It is necessary to improve the writing level and quality of documents and materials, complete the drafting, printing and sending of all kinds of documents and materials in the hotel in time, strengthen file management, establish a file management system, and properly keep the relevant materials and documents filed, so as not to be damaged or lost.

2. Timely publicize and report the typical deeds of the hotel, increase the publicity of the hotel, vigorously publicize the advanced models emerging in the construction of three civilizations, vigorously publicize the hotel, establish a good external image of the hotel, and improve the visibility of the hotel.

In a word, in the new year, all employees in general manager office will work hard for the development and take-off of the hotel with a new starting point, a new image and a new work style, under the correct leadership of the hotel, in close cooperation with all departments, and unite as one!

2.2022 Hotel Manager's Work Summary

As a front desk manager, one year's work was smooth and difficult, but I finally got through it. There are also many experiences worth summing up this year. Now I will sum up some of my work.

First, the understanding of the importance of the front desk work

Although the contribution of front desk work to hotel development is not as big and direct as that of hotel business, marketing, finance and other departments, since the hotel has set up this position, the leaders definitely think it is necessary to exist. Through thinking, I think that no matter what position or job, it is a part of the overall organizational structure of the hotel and is for the overall goal of the hotel. Front desk work should be "the starting point of hotel image and service". Because for customers, the front desk is the first step for them to contact the hotel, and it is also the first impression of the hotel. The first impression is very important, so the front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to customers begins with welcoming guests at the front desk, and a good beginning is half the battle. With the understanding of its importance, I further thought about how to do my work well.

Second, strive to improve service quality.

The main job of the front desk is to welcome guests and answer questions for customers, including transferring calls and sending and receiving express mail. Therefore, to do this job well, the most important thing is service attitude and service efficiency. Then I can talk about how I pay attention to maintaining a good service attitude, such as smiling, patience and meticulous, warm tips and so on. In terms of improving efficiency, I talk about how to pay attention to speed, efficiency and error-free. According to the requirements of the first inquiry responsibility system, try to satisfy every customer.

Third, strengthen the study of etiquette knowledge.

It is not enough to have a good sense of service, but also to learn relevant professional knowledge to avoid doing bad things with good intentions. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc.

Fourth, strengthen communication with hotel departments.

Knowing the development of the hotel and the work content of each department, with these knowledge reserves, on the one hand, you can answer customers' questions in time and transfer calls accurately. If you know that there is no one in a certain department, you will remind the caller, briefly explain when there may be someone, or briefly answer the customer's questions within your power, and seize the appropriate opportunity to promote the hotel. Do a good job as a bridge between hotel departments and customers.

Five, strive to create a good front desk environment

To maintain a good hotel facade image, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.

3.2022 Hotel Manager's Work Summary

Looking back on this year's work, with the support and help of leaders and colleagues, I have been strict with myself and completed the work well according to the requirements of the hotel. After 20xx years of study, my work style has changed greatly and my work quality has been improved. Now I will summarize the work of the past year as follows:

I. Daily management work

As a member of the catering department, our role is to connect the preceding with the following and coordinate the left and right. We are faced with complex and challenging work every day. In the work of the food and beverage department in 20xx, all the work is aimed at improving service quality and work efficiency, so that the work is organized and integrated into every work. Strive to do a good job in the management of the restaurant, in line with the principle of seeking truth from facts, so that the upper situation is issued and the lower situation is reported. The banquet reception task of our hotel is relatively heavy, and we have received important guests and banquets for many times, but for various reasons, the quality and efficiency can't keep up, which requires us to strengthen our work consciousness, pay attention to speeding up the pace of work, improve work efficiency, and strive to avoid omissions and mistakes comprehensively and accurately.

Second, strengthen self-study and improve professional level.

To be excellent, there is still a certain distance from my knowledge and ability, so I have been afraid to take it lightly, and learn from books, leaders and colleagues, so that I feel that I have made some progress in the past year, and my management ability, coordination ability and problem-solving ability have been further improved, ensuring the normal operation of all the work in the restaurant.

Three. Gains and losses of 20xx years' work

Through the joint efforts of all my colleagues, I have successfully completed the work of 20xx, and it is quite rewarding to sum up:

1, able to assist the leaders in the daily work of the restaurant.

2, reasonable arrangement of work on duty, comprehensive coordination, management and inspection.

3, cooperate with the leadership to do a good job of reception and arrangement, properly handle the problems in the work and the guest's complaints, and report the problems to the leadership in time.

4. Do a good job in the safety, energy saving and sanitation of restaurants.

5, set an example, supervision and inspection service personnel to do a good job of service.

6. Do a good job in ideological work while doing a good job in service, so as to achieve unity and friendship, help each other and make common progress.

7, earnestly perform their duties, and earnestly complete other work assigned by the superior.

But there are also some problems and shortcomings, mainly in:

1. After all, I've only been cooking Chinese food for over a year. I have been groping while doing a lot of work, and my knowledge of on-site control business is not enough, so my work efficiency needs to be further improved.

2. Some work is not done carefully enough, such as inspection before and after meals, supervision between meals, maintenance of hardware facilities, health inspection, etc.

3. My theoretical level is not too high, and my Chinese food business knowledge and service skills are not refined.

Four. 20xx work plan

1, actively and seriously cooperate with the leaders to do a good job in the daily management of the restaurant.

2, strengthen learning, expand knowledge, learn from the advantages and disadvantages of the same industry, flexible use of their own practical work, optimize the quality of work.

3, strengthen the maintenance of hardware facilities and health inspection, to give guests a sense of comfort.

4. In view of the irregular operation of some new employees, on-site correction and guidance are provided during the service process, and more training and drills are conducted to improve the professional level of employees.

5. The hygiene and quality of kitchen products should be strictly controlled.

6, strengthen energy-saving inspection, usually explain to the waiter, improve energy-saving awareness.

In the new year, I will definitely strengthen management, master good management methods, and work hard in the direction of institutionalized and scientific management. I believe that the future of our xxx hotel catering department will be even better!

4.2022 Hotel Manager's Work Summary

Time flies, and xx years have passed in an instant. Looking back on the work in xx years, we can say that there are gains and losses. As a shareholder and manager of the hotel, my work and responsibility also make my sense of responsibility and utilization increasingly enhanced. Before I started working in a hotel, I knew little about this industry. In the short period of half a year after I arrived at the hotel, with the help and assistance of leaders and colleagues, I have made great progress in my own and departmental work. Of course, many problems have occurred in the past six months, but they are also providing enough experience and capital for my work and personal growth. I summarize and analyze the work of individuals and departments, and summarize my work in 2008 as follows.

I. Summary of Work in 20xx

1, job performance description

(1) Over the past six months, the department has made remarkable progress and important achievements in standardized management and institutionalized construction.

(2) An important breakthrough has been made in outsourcing, which has laid a foundation for the hotel to create a good external business environment.

(3) Progress has been made in human resources work, and important progress has been made in talent selection, staff training and scientific management and allocation of human resources.

(4) Progress has been made in quality inspection, and the quality inspection system has been basically established.

(5) The work of the Administration Department provides basic support for the overall work and operation of the hotel, keeps close contact with various departments, and makes concerted efforts for the development of the hotel in Qi Xin.

2. Work error summary

(1) Due to the short time, there are still some irregularities in the internal management of the department, which affects the overall effect of the work.

(2) Pay attention to work quality and efficiency, emphasize strict management, and pay insufficient attention to employees' lives. In the future, we will strengthen communication with employees to ensure that we can better meet the job requirements.

(3) The training work is not systematic, so we should pay attention to improvement in 20xx.

Two. Xx year work plan

Looking back on the gains and losses of xx year and looking forward to the challenging xx year, there are still many plans waiting for us to implement one by one. Therefore, at the beginning of xx, it is necessary to design and plan this work comprehensively. Here, I will inform you of the departmental plan, in order to put forward suggestions and amendments to my plan, and get your guidance and help in the implementation of the plan.

1, description of overall work plan

A basic principle: hotel management and development is the basic principle, and all work is carried out step by step around this principle.

Two important tasks: promoting human resource management and effectively outsourcing.

Three core links: close combination of training and management, recruitment and selection of suitable personnel, and steady improvement of safety work.

2, xx years specific work plan

(1) Clarify your responsibilities, establish a work image and contribute to the development of the hotel. As a shareholder of the hotel and a member of the board of supervisors, my feelings and responsibilities for the hotel are not just my responsibilities as the head of the administrative department. In 2008, my department and I will strictly follow the requirements of hotel leaders, implement every work to the greatest detail, assist the general manager to implement every policy and measure, and make the hotel make great progress at the same time.

(2) Human resource management: In China, the administrative department will take the recruitment and training of personnel as one of the important human resource management tasks, and carry out work from the following aspects: establishing talent introduction channels, expanding the room for personnel to rise, forming healthy competition among personnel, realizing a good assessment mechanism, systematizing human resource management, and finally forming a competitive workforce within the hotel.

(3) Training: Good training is an important guarantee for the smooth operation of the hotel. In 2008, I will establish a perfect training system, starting with employee induction training, professional training, daily training and manager training, forming a hierarchical and all-round training level. The training system will cover all areas and aspects of the hotel, and effectively combine training with quality inspection, with the main principle of training what I need and what I will need.

(4) Quality inspection work forms a system, and strict feasibility standards are formulated to achieve better work results. In 2008, we should establish a perfect quality inspection system and form a working mode of hotel quality inspection and departmental quality inspection linkage. Quality inspection should be strict in principle, not only for inspection but also for feedback, not for punishment. Instead, the quality inspection results are closely combined with employee training and departmental assessment to form a real and effective quality inspection work ring and achieve better work results. At the same time, it is necessary to form a feasible feedback analysis of quality inspection and report it to the hotel every month to provide a basis for improving the management of the hotel.

(5) On the basis of the original outreach, the outsourcing work actively communicates with new leaders in the way of "developing new friends and not forgetting old friends". With the support of hotel leaders, it makes use of all social relations and resources to deal with and coordinate various situations in time, so that the outreach effect and expenses are better than in previous years, ensuring the normal business order of the hotel.

(6) With a high sense of safety responsibility and a high sense of responsibility to the leaders and units, we should pay close attention to hotel safety management and strengthen the unit's "safety prevention" ability to ensure that the hotel has no major safety accidents throughout the year. In 2008, a fire drill was held to strengthen fire fighting training, so that the fire fighting work rose to an important height. Combined with the actual situation of the hotel, the fire monitoring system is comprehensively inspected to ensure its good operation. It is planned to organize three or four hotel-wide safety inspections in 2008, and conduct a small-scale routine inspection once a month. At the same time, the responsibility for safety work will be implemented to people, and the safety responsibility letter will be signed with the first responsible person of relevant departments, so that the safety work will be standardized, institutionalized and standardized, and better results will be achieved.

Xx years have carried many people's dreams and come to us at the unique speed of the information age. When I enter this year, I hope I can make progress in my work, give play to my advantages, avoid my disadvantages, and learn to appreciate more life scenery in my career. I hope that the work of this department can be further improved on the existing basis; In 2008, my department and I will practice hard, enhance the connotation, accumulate internal strength, expand the memory, build the department into a truly harmonious team, an excellent team and a professional team, and also make ourselves a professional hotel manager with professional quality!

5.2022 Hotel Manager's Work Summary

20xx years have passed. This year, xx Hotel has undergone great changes under the joint operation of xx Company and xx 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 peculiar smell in guest rooms, it was fundamentally solved by opening windows and ventilation, and the old TV in guest rooms was updated at the same time.

With the renewal of hotel equipment, the improvement of service items and the further improvement of staff service level, xx Hotel won the second place in the history of star rating in 20xx, which made xx 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 staff dining room and a dual-purpose room for staff activities, increases entertainment items such as table tennis, table tennis tables, chess and cards, and conducts various competitions many times, which not only enhances the physical quality of employees, but also enriches their spare time life. 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 call of the hotel, carried out activities of saving money and reducing expenses, and controlled 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 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 income of 20xx years, the room rate increased by 9.46%, but the income decreased by 240,223.07 yuan. The main reason is that the vicious competition of hotels leads to the decrease 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 leads to poor lines, which often causes complaints from guests.

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 photocopying in the business center this year is only 28 12.9 yuan. Attached is a brief introduction of the 20xx business of the business center: according to the situation of the hotel, new sales targets and tasks have been set for the business department.

Xx is an important year for the front desk. In order to cooperate with the sales department to complete the task, the annual work plan is formulated:

1, continue to strengthen training, improve the overall quality of employees and improve service quality.

2. Stabilize the workforce and reduce employee mobility.

3, "hardware" aging "software" supplement, through improving service quality to make up for the lack of equipment aging.

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

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