Personal year-end work summary in the service industry

6 personal year-end work summaries in the service industry

Relevant personnel in the service industry must communicate effectively with guests, create a warm and distinguished atmosphere for guests, explore the needs of guests and try their best to Meet the needs of guests. So do you know how to write a year-end work summary for individuals in the service industry? Now I will bring you a personal year-end work summary in the service industry. I hope you will like it.

Personal year-end work summary in the service industry 1

Looking back at the time when I applied for the customer service position of a property management company at the Chamber of Commerce, it seems like it just happened, but now I have changed from an ignorant newcomer. I have become a customer service employee who shoulders work responsibilities, and I have become familiar with customer service work from being unfamiliar with it.

Many people do not understand customer service work and think it is very simple, monotonous, or even boring. It is just about answering the phone, taking notes, and surfing the Internet when there is nothing to do. In fact, you must be a qualified and competent customer service Personnel must have relevant professional knowledge, master certain work skills, and must have a high degree of consciousness and responsibility for work, otherwise mistakes and dereliction of duty will occur at work. Of course, I didn’t realize this at the beginning, but I realized it deeply after experiencing various challenges and hardships at work.

1. Main work content in the past year

1. Handling procedures and certificates such as customer closing and decoration, as well as archiving of merchant information, files and keys, a small part of which belongs to the business rudder , and some belong to private owners.

2. Be familiar with all aspects of information, including the owner, decoration unit, construction unit, etc., while keeping records, notify relevant departments and personnel for processing, track the process, and conduct a return visit after completion .

3. The production, sending and archiving of letters and documents. At present, Guide Company and Shangduo and Woolen Weaving Office have issued single letters to rectify the disorderly placement of notices in the aisles, warm reminders, and item release slips. ﹑Familiar with how to use small project orders, large-scale decoration materials, maintenance orders, etc.

2. Growth and Harvest

1. The hard work at work has shaped my character and improved my psychological quality. For someone who has just come into contact with property management and is not experienced in property management, I will inevitably encounter various obstacles and difficulties at work. With the help of my leaders and colleagues, I have the courage to face difficulties and challenges when I encounter them. The character has further settled down. I think we should maintain a good mental outlook and working condition in front of customers. As a customer service staff, we should put professionalism and service with a smile first.

The so-called professionalism means that when you are at work, no matter how hard you have worked before, you should do your job well and fulfill your job responsibilities. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you must put your work first and always keep smiling, because you represent not only your personal image, but also the image of the company. Try to maintain a smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve the etiquette work at, etc.

2. Realize the importance of details in work and life. Details are often underestimated or even ignored because of their "smallness". They also often make people feel cumbersome and have no time to take care of them. At the Woolen Trade Center, I deeply realized that details cannot be neglected or careless. Whether it is every line of text and punctuation when reviewing official documents, or the refinement of services emphasized by the leaders, and no dead ends in sanitation, etc., I have a profound understanding that only by going deep into the details can I get rewards. Details produce benefits, and details bring success.

3. My talents have been expanded through work and study. When I complete every task seriously and diligently, I will receive support and affirmation in return. I remember that during the Woolen Textile Fair, in order to do a good job, our customer service department, engineering department, and security department all worked overtime for four or five days to do their jobs well. Although it is tiring, it reflects the unity spirit of our customer service center. This shows that everyone is full of passion for work. As for the next step, I have to complete the computer map of the ABCD area on the first, second and third floors of the Woolen Trade Center. I will treat it seriously and responsibly, and do my best to complete all the work. Get better one by one.

3. Work that needs to be strengthened in 20__

1. Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception procedures and etiquette.

2. Strengthen document production capabilities and expand various work skills, such as the operation of some new software, how to answer customer problems, etc.

3. Further improve your personality, increase your patience with work, pay more attention to details, strengthen your sense of responsibility and cultivate your enthusiasm for work.

4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve your abilities in all aspects, and keep up with the company's progress.

I am very happy to come to the big family of Woolen Trade Center. The concept and working atmosphere of the property management company have unconsciously infected and promoted me.

It allows me to learn at work, grow in learning, and determine the direction of my efforts. At this moment, my goal is to challenge myself, surpass myself, and make greater progress in the new year's work! Personal year-end work summary in the service industry 2

This year, due to the influence of the national economic climate and As anti-corruption activities continue to deepen, the environment in the catering industry is quite severe. How to do a good job in business? Under the correct leadership of the hotel, the catering department will fully implement the hotel operation contracting plan, focus on economic construction, strengthen management, and be consistent from top to bottom, so that the catering department will Despite the recession in the catering industry and heavy contracting tasks, we have made steady progress and achieved good economic and social benefits. The main work is summarized as follows:

1. Completion of various economic indicators:

The annual operating income was __ yuan, an increase of __ yuan compared with last year's __ yuan, a growth rate of __%, and the operating cost was __ yuan, an increase of __ yuan compared with last year's __ yuan. _ yuan, an increase rate of __%, a comprehensive gross profit margin of __%, an increase (or decrease) of __% compared with __% last year, and operating expenses of __ yuan, an increase (or decrease) of __ yuan compared with the same period last year. ) __ yuan, an increase (or decrease) rate of __%, the actual completion of the task for the whole year is __ yuan, and the overfulfillment is __ yuan, (the quota for the annual task is 3.8 million yuan).

1. All staff engage in public relations to strive for more repeat customers.

The leaders of the catering department regard public relations as an important task and often instill public relations awareness and knowledge in meetings of all sizes. When the market is busy, sales department staff go to the floor to communicate with customers, order dishes, and solicit their valuable opinions in different ways. During holidays, call the relevant households to greet them, and send gifts such as Mid-Autumn moon cakes, wall calendars, and New Year cards. Through everyone's efforts, the overall public relations level of the catering department has improved this year, and repeat customers have increased compared with previous years.

2. Enhance employee efficiency awareness, strengthen cost control, and save expenses.

The leaders of the catering department often emphasize the importance of cost control and cost saving, which enhances employees' awareness of benefits and requires employees to take action. At the same time, we will improve relevant systems, clarify responsibilities, and strengthen control in accordance with the system. Throughout the year, the "Expenses and Expenditure Regulations", "Raw Material Receipt, Payment and Deposit System", "Loophole Plugging System", "Rational Use System of Raw Materials", "Office Supplies Receipt System", "Item Subscription System", and "Financial Review Audit System", "Cashier Management System", etc. This year, all employees have developed good habits of saving, opening and closing water, oil, gas and electric switches in a reasonable manner, and stopping waste in a timely manner if waste is discovered. In addition, the leaders of the catering department and the manager of the supply department conduct regular market surveys to understand market price trends and adjust the purchase price of raw materials in a timely manner. The thousand-year-old turtle soup launched in October was originally purchased as a complete set of semi-finished products. In order to reduce costs, it was later purchased and cooked by ourselves. It lasted for nearly two months, saving more than 30,000 yuan in costs.

3. Do a good job in political and ideological work and promote the improvement of economic benefits.

The catering department gives full play to the role of party organizations and trade union organizations, cares for employees, stimulates emotions and enhances cohesion.

1) Organize employees to participate in the 1997 Yangcheng Excellent Chef and Excellent Waiter Technology Competition, hotel track and field games, calligraphy competitions, skills competitions, chess competitions, table tennis competitions, etc. Participate in hotel donation activities for poverty alleviation, learning the Three Character Classic, and learning 50 English sentences. We have achieved good results in various competitions, including six gold medals and three silver medals in the hotel's track and field games.

2). Throughout the year, the department held 9 cultural and entertainment activities such as Civilization and Politeness Month skills and knowledge competitions, dance parties, karaoke, etc., 1 spring outing, 13 outings for study tours, and 5 symposiums of various types. There were 2 women's conferences, 6 home visits, and 20 visits to patients.

3) Through various activities, employees have formed a strong group that loves the hotel and is united and hard-working. The employees have good ideological and moral character. They have made 8 fortunes throughout the year. The employee team is stable and the turnover is small. This year The average monthly staff turnover is about 5 people.

4. Improve the labor employment system and training system to improve the quality of employees.

1). Strict labor and employment system. The catering department recruits new employees. Those who meet the conditions will be selected on the basis of merit. Those who do not meet the conditions will be rejected without mercy. To ensure the quality of recruitment. At the same time, superior leaders went deep among employees to discover talents and constantly enriched the team. Through repeated inspections, 6 directors and 8 foremen were promoted throughout the year. For employees who violate hotel regulations, education is the main focus. Those who refuse to change despite repeated admonitions will be punished and dismissed. 11 employees were punished throughout the year. Due to the strictness of labor and employment, the quality of employees is high and work efficiency is greatly improved.

2) Improve the training system. In order to achieve the expected results of the training, the leaders of the catering department first clarified the guiding ideology that the training should be purposeful, practical and timely. Secondly, a training group was established, and thirdly, a training plan was formulated to combine theory with practice and conduct training in phases and in batches with the old bringing in the new. For example, management training, safety and health training once a month; promotion training, service knowledge, service skills training twice a week, etc. Fourthly, regular assessments are conducted, and more than 200 trainings are carried out throughout the year on sales manuals, service knowledge, skills, customer service standards, hotel management knowledge, product quality, sales promotion business knowledge, 50 sentences in English, polite language, safety and health knowledge, etc. .

5. Pay attention to food hygiene and do a good job in safety and fire prevention.

1) Pay attention to food hygiene, improve the responsibility system for various food hygiene positions, set up a health inspection team, clarify the health responsible persons of each sub-department, formulate a system of daily inspection, weekly evaluation and monthly summary, and carry out In the mobile red flag competition, sub-departments with good hygiene will be rewarded, and sub-departments with poor hygiene will be deducted accordingly. Due to the efforts of all employees, no poisoning accidents caused by food spoilage were found throughout the year, and the hotel successfully passed the annual review and national inspection of star hotels by the provincial and municipal tourism bureaus.

2) Do a good job in safety and fire prevention work, establish a safety and fire prevention leading group, appoint the responsible persons for safety and fire prevention in each branch, conscientiously implement the policy of safety first, prevention first, formulate a safety and fire prevention system, and improve safety and fire prevention Measures include equipping each floor with gas masks, organizing employees to watch fire prevention videos, and conducting practical training on fire prevention equipment. The production department regularly cleans the oil fume pipes and performs maintenance work on various equipment. The Food and Beverage Department regularly checks the integrity of gas stoves, and through effective measures, ensures the normal development of various tasks in the Food and Beverage Department and the safety of property. No fire accidents have occurred so far this year.

6. In accordance with star standards, improve hardware supporting facilities, beautify the environment, stabilize customer sources, and improve the business atmosphere.

The total investment in facilities increased by more than 3 million yuan throughout the year, mainly including: the renovation of the east hall on the second floor, the decoration of the south and north halls on the second floor, the decoration of the corridors and restrooms on the fifth floor, the opening of Friendship Nightclub, The equipment purchase of Millennium Laogui Hot Pot City and the perfect service facilities have attracted many repeat customers.

2. Existing problems:

1. The quality of the products is sometimes not stable enough and the serving time is slow.

2. The service quality of the restaurant is not high enough.

3. The anti-theft work is still relatively poor, and theft occurs.

3. Ideas for next year:

1. Improve the quality of products and create ten signature dishes.

2. Do a good job in the management of Friendship Nightclub and Millennium Old Turtle Hotpot City.

3. Strengthen standardized management and improve the overall management level and service quality of the enterprise.

4. Open catering chain branches. Personal Year-end Work Summary in the Service Industry Chapter 3

It has been a year since I started working in ____ company, and the short probation period is coming to an end. When deciding on my career, I felt it was necessary to make a job appraisal to express my work attitude. Since I started working, under the careful cultivation and guidance of the leaders of the unit, and through my continuous efforts, I have achieved great development and huge gains, whether in thinking, study or work.

At work, whether at the front desk or in the customer service department, we always put customers first and try our best to meet their requirements.

At that time, I was learning GPS operating skills. No matter which department I was in, I had to strictly demand myself and study the business assiduously. With such a firm belief, I strive to become an expert. It laid a good foundation for the smooth development of my future work.

Ideologically, consciously abide by the company's rules and regulations, and insist on participating in every training of the company. It is required to be proactive, to care for every brick of the company, and to devote myself to learning and work with a rigorous attitude and positive enthusiasm. Although there are tears of success and the bitterness of failure, the increasingly fierce social competition has also made me fully Recognize the importance of becoming an excellent worker with comprehensive moral, intellectual and physical development.

In terms of study, we strictly demand ourselves, correct our work attitude, and combine theory with practice; thereby improving our own strengths and ideological and cultural qualities, including the cultivation of knowledge in life. Good living habits, live a fulfilling and organized life, have a rigorous attitude towards life and a good life style, be enthusiastic and generous, honest and trustworthy, willing to help others, have your own good principles of doing things, and be able to live in harmony with colleagues.

Although I just learned some theoretical knowledge from my alma mater during the probation period, this current situation cannot meet the needs of the work. In order to master the service industry as soon as possible, I insisted on coming to the company every day to learn the company system and theoretical knowledge, etc. During working hours, I learned practical operations and helped with small things from my seniors. At night, I felt homesick day by day. After a long time Time's training, overcoming and hard work made me gradually become a qualified service provider. After a year of work, what I gained the most is that when serving, it allowed me to understand people's most basic needs. Social etiquette: treat guests with enthusiasm, friendliness and patience.

Although it is only a short year, the gains in the middle are indelible, which is inseparable from the help of the unit leaders and colleagues. I have always believed in the saying "No matter how bright a match is, it will only produce a light as big as a bean. But if you use one match to light a pile of matches, they will burn brightly." I hope to use my bright youth to ignite every guest and inspire my colleagues to contribute to our cause and create a better tomorrow. Personal year-end work summary in the service industry Part 4

From this time as a catering waiter, I changed my negative thinking that working as a catering waiter has no future. I established the idea of ????doing a job and loving a job, and I know whether a person has What he does does not depend on what kind of occupation he is engaged in, but on whether he does his best to do the job he is engaged in well. Equipped with my will to work and corrected my work attitude; I know the qualities that a successful waiter should have, thereby enhancing my awareness of work, determined to either not do it, but to be an ideal, moral, knowledgeable and competent person. Disciplined and qualified waiters.

I learned the principles of serving guests; the procedures for serving guests; the work details during service; the procedures for serving dishes at banquets; the skills of holding trays and the pace of walking; the precautions for setting up and setting up the table; The key points of changing ashtrays; precautions for ordering, writing menus, canceling dishes, and techniques for selling dishes; basic methods and procedures for serving drinks and general knowledge of drinks; skills for handling customer complaints and responding to emergencies in service work; restaurants Preparations for opening the market and precautions for closing the market, as well as various service etiquette, catering hygiene knowledge, fire protection knowledge, etc. It laid the foundation for me to become an excellent waiter.

In this internship as a waiter, I summarized the conditions for being an excellent waiter.

1. Love your job:

When you love your job, you will do your job happily and more easily. We want diners to receive health, energy and good service. You can make ordinary work extraordinary. The people that companies need most are people who love their work.

2. Become familiar with work standards and methods quickly:

In order for our company and ourselves to win in the fierce competition, we must be able to get into work as soon as possible and be competent at work to improve our work. efficiency.

3. Have a diligent spirit:

Catering work is mainly hand work, which is usually not too heavy. Do more and you will not be exhausted. Therefore, we must be diligent with our legs, eyes, hands, and heart. Work proactively and look for work proactively. The saying "Everything is possible if you work hard" tells a very profound truth. As long as you work hard, the door to success will be open for you.

4. Have self-confidence:

Compared with money, power, and background, self-confidence is the most important thing. Self-confidence can help people eliminate various obstacles and overcome various difficulties. Difficulty, believe that you are good.

5. Learn to be a good person:

To be a good person is to be a dedicated, grateful, helpful, and professional person. If you are sincere and work seriously, your career will be more successful.

6. Responsibility:

It means putting the interests of the company first and being responsible for one's own job; it means being responsible for the customers and providing them with high-quality products and services; it means "respecting everyone "In ", even if no one supervises you, you will do your work seriously. This is a manifestation of responsibility. Personal year-end work summary in the service industry Part 5

Remember the quality formula of "100-1=0" from Zhang Yinhuan's manager training. In 100% attentive service, if you want to take away the doubts of the guests, you must take the blame for them. Urgent, I keep in mind the last sentence of the quality formula: There is no small matter in service work, and everything should start with the details. Just like this, if you think more about the guests, your service quality will be improved. A little accumulation, a little progress, not only proves your ability, but also adds luster to the cashier work. Work hard, the customer is God. Of course, mistakes will inevitably occur when interviewing customers, but you must learn to deal with customer difficulties, report problems to your leadership in a timely manner, and handle them flexibly on the basis of principles.

4. Clear goals, clear goals, and grasp them correctly

Look at work with a learning perspective, not only learn cashier business knowledge, skillfully operate cashier tools and processes, but also learn more Understand the hotel corporate culture. The front desk is like a comprehensive information processor. There are many things to learn. You can also learn a lot from it when communicating with guests, including the principles of life and work. In this way, you will not stay in one stage all the time. From work to Set a direction for yourself at the beginning, and give yourself a perfect explanation of how far you want to achieve it, clarify your goals, and let yourself know more clearly what you are doing and what you need to do next. Through my own efforts, I entered the office work in August 2010 and began to understand the day and night review work content, the basic office work flow, and the specific office work tasks. While adhering to the cashier's duties, I kept in mind the office staff's work responsibilities. With the trust of the leader and the trust of colleagues, Under supervision, work hard to complete various promotion assessments. First, put a perfect comma on your goal, because this is not what you expect. Small recognition will continue to motivate yourself to move forward. Now I will work for next year. To make a brief summary:

(1) In-depth study, the responsible person has studied in-depth, in-depth study cannot stop the pace of learning, cannot slow down the progress of learning, be familiar with and responsible for the hotel, department and position, While requiring employees, we must be more strict with ourselves, set a good example, and establish an image.

(2) Strengthen supervision and strictly control. Strengthen supervision and strengthen supervision. Each position represents the finance department and the hotel. Supervising every work of employees is also the supervision of their own work. , avoid wrong accounts, reduce risks, eliminate all possibilities of mistakes in a timely manner, and ensure that every account is clear and every income is accurate.

(3) Sunshine mentality, mutual creation of sunshine mentality, sunshine mentality, correct work attitude, not impatient or impatient when things happen, be stable, accurate, and excellent, emphasize efficiency over quality, unite colleagues, care for subordinates, Obey management and arrangements, actively cooperate, and constantly encourage, so that every cashier can feel the warmth of the Finance Department, learn from each other, and seek to make up for their weaknesses.

(4) Keep up the good work, keep up the good work, keep up the good work, there are no good individuals, only good teams, and there will be gains every year. 20__ is coming soon, and there are few front desk staff recently. We have stopped working, working hours are long, and consume a lot of energy. We are trying to solve the problem of staff turnover, ensure employees' rest time, and recruit two new employees in the shortest possible time. Coordinate with various departments to achieve common progress.

The above is my personal preliminary work plan. It may not be complete and mature enough, but I will try my best to implement it and ask the leader to review it. If there is anything incomplete or wrong, please ask the leader to supplement it and provide timely guidance. Personal year-end work summary in the service industry Chapter 6

20__ is about to pass again, and the new year is coming. I have gained a lot during this past period.

Now, let’s summarize the past work:

As a front desk receptionist, as a front-line employee of the hotel, the contact with the guests is face-to-face and is the most direct. Often a word from the front desk receptionist can affect the guest's overall impression of the hotel, and even affect the guest's mood throughout the day. How to make the language you speak comfortable and enjoyable for guests is a course that a receptionist must learn.

Of course, communication is not limited to guests, but also exists between colleagues and even superiors. People inevitably have emotional fluctuations, but such emotional fluctuations often affect the mood of others. How to adjust my own mentality, use the best mentality to face customers, colleagues and even superiors, and how to bring the best smile to others are questions that I have to think about seriously every day. During this internship, I not only improved my communication skills, but also learned how to adjust my mentality.

Working at the reception desk requires you to be prepared for battle every day. Because as a front desk receptionist, you have to receive different guests and face different events every day. There will inevitably be some rude guests among the guests who check in, and they may even say nasty things to the receptionist. Faced with such a situation, how to appease the guests' emotions while also protecting the hotel's interests and own safety is another test for me.

Through this internship, I deeply understood that we must learn to do things that we are capable of. Only by cultivating your own independent abilities can you make progress at work. At work, if you have a problem or something you don’t understand, you should boldly ask your colleagues for advice instead of pretending to understand. Work independently, accumulate experience, and finally get what is best for you.

As a front desk receptionist, you represent the hotel at all times. Whether at work or on the road, as long as you wear the hotel uniform, you should always have the intention to provide the best service to the guests. We are the ambassadors of the City of Smiles, doing everything for our guests, everything for our guests, and all our guests.

The above is a summary of my work as a waiter during the past year. If there is anything inappropriate, please feel free to criticize and correct me.