Hotel annual work summary report

5 Hotel Annual Work Summary Reports

Time flies, and a period of work has ended. Looking back at this period of time, what achievements are worth sharing? Write a good work summary , learn lessons and guide future work. The following is the hotel's annual work summary report that I compiled. Welcome to read! Hotel's annual work summary report 1

The tense and busy 20__ is about to pass. During this year, our guest room department has done the correct work in the hotel. Under the guidance of the hotel leaders, with the care and support of the hotel leaders, with the hard work of the employees, and with the close cooperation of all departments, the hotel successfully passed the star re-evaluation work of the Municipal Tourism Commission. This laid a more stable foundation for next year’s work.

1. Focus on service quality and health quality as the key, and do a good job in reception work and star re-evaluation.

Creating a clean and comfortable environment is one of our goals. To this end, our hotel has carried out a comprehensive renovation of the guest rooms on the third to eighth floors in the first quarter. Computers and smart toilets are installed. Replaced the bedside backrest, sofa, chair decorative fabrics, etc. The addition and placement of items have been rigorously and carefully studied and discussed, striving for perfection to ensure the class and comfort of the guest rooms. Moreover, the bedding (including sheets, pillow cores, quilts) in the room has been comprehensively updated. Green plants were also planted in the room and roses were placed on the bed. It makes our rooms more warm, embodies the green concept, and makes customers feel value for money. Not only that, antique furniture is also placed in the elevator hall to reflect the hotel's noble and elegant cultural heritage. And with the close cooperation of various departments, we worked overtime and overcame various difficulties to complete the placement and cleaning and maintenance of the guest rooms as soon as possible, making our contribution to the hotel's revenue.

2. Implementation of training work

Due to various reasons, the turnover of employees in the housekeeping department is quite large, and the newly recruited employees are not familiar with many jobs, which causes considerable difficulties in management and is very difficult. This has greatly inhibited service quality and improvement. In response to this problem, we have conducted comprehensive system training for our employees, from appearance to etiquette, from entry standards to cleaning quality, from theory to practice, and we have taken the trouble to teach them repeatedly until they can operate independently.

In addition, we have stepped up training for the housekeeping center, because the housekeeping center is the hub of the hotel, and every phone call and every detail can reflect the hotel's image and service quality. We have conducted one-on-one intensive training and follow-up supervision on a series of services including answering phone calls, guest service, handling leftover items, and checking out, emphasizing the importance of their positions and eliminating many bad factors. bud.

3. Maintenance and maintenance of facilities and equipment

Maintenance and maintenance of facilities and equipment are the basis for improving hotel efficiency and long-term development. Therefore, when it comes to the maintenance of facilities and equipment, the housekeeping department strictly implements the facilities and equipment maintenance regulations, regularly turns over mattresses, regularly waxes and maintains furniture, and strictly operates and uses cotton fabrics, room electrical appliances, and facilities and equipment in correct ways to extend their service life. . Especially for the maintenance of carpets, the housekeeping department attaches great importance to it and requires employees to do "spot" cleaning in time whenever they find spot stains on the carpet during their daily work. This will not only reduce the number of times the carpet is washed, but also Maintain overall carpet hygiene. Regarding the overall care and maintenance of the room, we inspect the facilities and equipment every day and report problems for repair and acceptance in a timely manner.

4. Cost reduction and expenditure reduction are effective

Cost reduction and expenditure reduction and cost compression are a task that our guest room department has always implemented. From the reasonable arrangement of personnel to the purchase and distribution of consumables, we are strictly controlled to ensure unnecessary expenses. At the same time, this year we require employees to turn off air conditioning and lighting in time when cleaning the room to ensure unnecessary waste. Strengthen the scrapping and replacement procedures for cotton products. Saving expenditures also cultivates employees' awareness of economic and environmental conservation.

5. Safety awareness alarm bells are always ringing

Safety work is crucial to both individuals and hotels.

We not only require our employees to be cautious and aware of self-protection on their way to and from get off work, but also during operations. We also require employees to pay attention to fire prevention and theft prevention in the workplace. In the first half of the year, a violent incident occurred in our hotel, which sounded the alarm for the safety of our hotel. Protecting the property and personal safety of our guests is our top priority and a top priority. Remind guests of valuables storage, door insurance, and the use of anti-theft chains to fundamentally protect guests' personal and property safety. On November 10, we carried out fire safety training and drills to ensure that everyone knows the "four abilities" and understands the use of fire protection facilities and equipment to prevent accidents. Hotel Annual Work Summary Report 2

Now, one year’s work has ended. At the end of the year, I will record the gains and losses of this year’s work, hoping that it will make me better in future work. Integrate into work and achieve more improvement in professional aspects. My summary is as follows:

1. Personal improvement

I joined the company in _ months. At that time, as an employee with little experience, I watched the hotel logistics. I am really overwhelmed with the amount of work I have to do, and I don’t even know what I should do.

But fortunately, I had a very enthusiastic tutor. I followed him to learn what we should do and how to do it. Step by step, I learned how to do a good job in purchasing.

After I learned about the basic work of a purchaser, I then began to try to improve myself. What I learned in the training was always the experience of my predecessors. Through my own work, I have seen There are many different routes. Although the routes of my predecessors are based on their experience, when I work on my own, I also have many routes that are more suitable for me. However, this situation does not always succeed, so in I still have to move forward more cautiously at work.

2. Work situation

As a hotel purchaser, in addition to some hotel decorations, labor tools, office supplies and many other miscellaneous things, the most important thing is On the purchase of kitchen materials.

Of course, my main responsibility is also in this area. In order to understand better, I followed my seniors and traveled around among the suppliers. After spending a lot of time, I finally understood the basic situation of this market, and at the same time I also gained knowledge and understanding of the suppliers.

In the following work, I tried to find more affordable products on my own. Although many of them were not as good as the old employees, after a period of work, my abilities also improved a lot. , did some of their own work for the hotel.

3. My own shortcomings

After working for so long, I am still unfamiliar with many aspects of actual work. To put it bluntly, I have very little experience! As a purchasing staff, I It is better to start from reality and learn more about market conditions! Only in this way can we better improve ourselves!

4. Summary

Although one year of work has given me a lot of knowledge, but It also made me discover many shortcomings. To improve my own situation, I must first start with my own weaknesses. I will summarize my shortcomings, slowly strengthen myself, and improve my work ability! Hotel Annual Work Summary Report 3

Excellent Completed the entire year's work and received recognition from leaders and colleagues. Continue to work full time throughout the year, without asking for leave, being late, or leaving early; service quality and work level have improved, and there are no customer complaints; be able to respect leaders, unite colleagues, be courteous, and put work first. Now I will report on the main work I did in 20__ and my plans for next year. I would like to ask all leaders and colleagues for their corrections.

1. Main tasks this year

1. Correct attitude, love and dedication to work. Through this year of training, I gradually overcame the shortcomings of being impatient, impatient, and perfunctory, and developed a patient, meticulous, and thoughtful work style. During the year, my customers gave me fewer complaints and more praises. , the relationship with colleagues has also become harmonious, with fewer quarrels and sarcastic words, replaced by words of mutual encouragement and care.

Makes me more confident in my work. In addition to receiving guests, the daily work in the hotel mainly involves cleaning the guest rooms and sanitation of the environment. Although I clean the rooms all day long, I always give up some places because they are too high, inconspicuous, and difficult to move. Cleaning leaves no dead ends. In this year, when cleaning the room and sanitation of the environment, I have been very careful in every place, not missing every stain, every particle of dust, and hair. If you can't lift anything, lift it with your colleagues. Try to wipe the corners, window corners, drawer corners, and gaps where your hands can't fit that you didn't pay attention to with a rag, so that the dirt has nowhere to escape.

2. Learn with an open mind and 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 language, and asked the manager and other old colleagues for advice on things I didn’t understand. You can also use polite language frequently in life, get rid of the original bad customs, and develop good habits. In this way, unknowingly, my service level has been improved, my behavior has been more polite, I have received praise from guests, and I have been praised by leaders and colleagues.

3. Obey arrangements and work hard without complaining. Always respect the leadership, do not play tricks, do not discount the things arranged by the leadership, and maintain quality and quantity. This year, in addition to doing a good job in guest room service, I also participated in the front desk reception work when the front desk staff was not available. At first, I did not understand the front desk work, had no confidence, and was afraid of difficulties. Later, with the care and help of the hotel leaders, I overcame the problem. Despite my own difficulties, I studied hard, asked for advice from many sources, and practiced constantly to be confident and calm in the face of difficulties. I completed the front desk tasks well and was rated as an outstanding employee of the month.

2. Work Plans for Next Year

In the past year, I have become more mature, the quality and level of service have been greatly improved, and I am enthusiastic about serving guests. I am also more confident, my work confidence has greatly increased, and I am full of confidence in my future work. In general, I have been able to fulfill my duties this year, abide by the rules and regulations of the unit, reassure the leaders, and satisfy the guests. However, I also have some bad things that need to be corrected, such as worrying about things and worrying about trivial matters with my colleagues. Disputes arise, there is inertia at work, lack of enthusiasm for work, and inactivity. In the new year, I must resolutely overcome these bad work styles, take advantage of last year's style, strictly restrain myself, seriously study the skills in work service, improve my own service level, start from small things, and achieve high standards. The starting point and high requirements are to satisfy every guest, and together with other hotel colleagues, we will provide every guest with a comfortable, peaceful and warm home.

3. Recommendations and opinions on hotels

In the current information network era, those who are informed survive. However, hotels are far from enough in information collection and utilization. The frog in the well will always only understand that one piece of the sky. Only by going out can we know that there is a better world and a better world. We hope that hotels will organize more employees to go out to learn the advanced service and management levels of the industry in order to improve the hotel's own competitiveness. At the same time, we also hope that hotel leaders will pay more attention to employees' work and daily life and think more about employees. Organizing more cultural and sports activities not only allows employees to exercise physically but also enriches their spare time life. Enable every employee to devote themselves to the work of the hotel with a full spirit every day and make their own contribution to the prosperity of the hotel.

Hotel Annual Work Summary Report 4

20__ has quietly come to an end, and ___ Hotel has also undergone major breakthroughs and changes in this year. As an ordinary member of the hotel, I feel the changes in the stability, and in the Feeling innovation in change, feeling development in innovation, and feeling pressure in development. This year has indelible memories and unrepeatable significance for me and my administrative department. In daily management work, corporate culture construction, human resources I have gained a lot from various tasks such as resources, quality inspection, security and outsourcing. Every job I have experienced and completed has become the driving force for future progress and laid a good foundation for the work in 20__. I am here today. Make a brief summary of the work of the personal and administrative departments, and report the work ideas for 20__ to all leaders and colleagues. I hope you can give me corrections.

1. Summary of work in 20__

Looking back on the work in 2009, it can be said that it has both gains and losses. As a shareholder of the hotel and a member of the supervisory committee, I have carried out the work and responsibilities The responsibilities have also made my sense of responsibility and use increasingly stronger. Before I entered the hotel to work, I knew very little about this industry. In just six months after arriving at the hotel, with the help and cooperation of all leaders and colleagues, With the help of the company, I and the department have made great progress. Of course, many problems have occurred during the past six months, but this is also providing me with enough experience and capital to rely on for my work and personal growth. To summarize and analyze, the work in 20__ is summarized as follows.

1. Description of work achievements

⑴ In the past six months, the department’s work has made significant progress, and important achievements have been made in standardized management and institutional construction.

⑵ Important breakthroughs were made in outsourcing work, laying the foundation for the hotel to create a good external operating environment.

⑶ Human resources work has made progress, and important progress has been made in personnel selection and recruitment, employee training, and scientific management and deployment of human resources.

⑷ Quality inspection work has made progress, and the quality inspection system has been basically established.

⑸The administrative department provides basic support for the overall operation of the hotel, maintains close contact with various departments, and works together for the development of the hotel.

2. Summary of work mistakes

⑴ Short time and there are still some irregularities in the internal management of the department, which affects the overall effect of the work.

⑵ Focus on 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 work requirements.

⑶The training work lacks systematicity, and attention should be paid to improvement in 20__.

3. Analysis of personal strengths

⑴ Have strong affinity, have certain management foundation, be willing to withstand work pressure, and be able to adapt to the work environment quickly.

⑵ Have strong learning ability and be able to master new knowledge in a short period of time and apply it to practical work.

⑶ Have the ability to coordinate and control, be good at communication, and have strong ability to control management work.

⑷The work is meticulous and good at carrying out the work from the details, which is of great benefit to the work.

4. Analysis of personal disadvantages

⑴Because I have been in the hotel industry for a short time, I may lack professionalism.

⑵ The control and grasp of the shortcomings of one's own personality should be further improved, the advantages should be strengthened in work, the disadvantages should be avoided as much as possible, and one's own work behavior should be improved.

2. Work Plan for 20__

Looking forward to the challenging year of 20__, there are many plans waiting for us to implement them one by one. Therefore, at the beginning of 2009, there are It is necessary to carry out a comprehensive design and planning of the work. I would like to inform you of the department plan here, hoping that you can make suggestions and corrections to my plan, and get your guidance and help during the implementation of the plan.

1. Description of the overall work plan

A basic principle: take hotel operation and development as the basic principle, and all work will be gradually carried out around this principle. Two important tasks: the improvement of human resources management and the effective implementation of outsourcing work;

Three core links: the close integration of training and operation and management, the recruitment and selection of suitable personnel, and safety work Steady improvement;

2. Specific work plan for __ years

⑴ Clarify your responsibilities, establish a work image, and contribute to the development of the hotel. As a hotel shareholder and a member of the supervisory committee, my feelings for the hotel and the responsibilities I bear are no longer just the duties of an administrative department leader. In XX, my department and I will strictly In accordance with the requirements of the hotel leadership, implement every work to the smallest detail, assist the general manager in implementing every policy measure, and achieve good results in the hotel while also making great progress.

⑵ Human resources management work: In __, the administrative department will regard the recruitment and training of personnel as one of the important human resources management tasks, starting from establishing talent introduction channels, expanding personnel advancement space, and forming personnel benign Competition, work to achieve a good assessment mechanism, systematize human resources management work, and ultimately form a competitive workforce within the hotel.

⑶Training work: Good training work is an important guarantee for the smooth progress of hotel operations. In __, I will establish a complete training system, from employee induction training, professional training, daily training and management Starting from several aspects of employee training, the training work will be formed into a hierarchical and comprehensive training level. The training system will cover all areas and aspects of the hotel, and the training work will be effectively combined with the quality inspection work to train what I need and what I need. Taking needs as the main principle, build training into an important part of corporate culture, and lay a good foundation for hotel operations through training.

⑷ Form a system for quality inspection work and establish strict feasibility standards to achieve better work results. In the quality inspection work in XX, a complete system must be established to form a working method in which hotel quality inspection and department quality inspection are linked. In principle, quality inspection work must be strict, not only strict on inspection but also strict on feedback, and not target punishment. , but to closely integrate the quality inspection results with employee training and department assessment to form a real and effective quality inspection work cycle to achieve better work results. At the same time, a feasibility quality inspection feedback analysis will be formed and reported to the hotel every month to provide the hotel with Provide basis for improving business management.

⑸ The external cooperation work is based on the original external relations, "developing new friends, not forgetting old friends" and actively communicating with new leaders. With the support of hotel leaders, use all social relations and resources to handle matters in a timely manner. and coordinate various situations, so that the outreach effect and outreach expenses are better than in previous years, ensuring the normal operating order of the hotel.

⑹ With a high sense of safety responsibility and a high sense of responsibility to leaders and units, we pay close attention to hotel safety management and strengthen the unit's "safety prevention" capabilities to ensure that the hotel has no major safety accidents throughout the year. A practical fire drill will be held in __ and fire training will be intensified to raise safety fire protection work to an important level. A comprehensive inspection of the fire monitoring system will be conducted based on the hotel's internship situation to ensure its good operation. Planned in __ Organize three to four hotel-wide safety inspections and organize a small-scale routine inspection every month. At the same time, the responsibility for security work is assigned to the person, and a safety responsibility letter is signed with the first person in charge of the relevant department to make safety work routine. , institutionalization and standardization to achieve better results.

The year 20__ carries the dreams of many people and is coming to us at a speed unique to the information age. Entering this year, I hope that I can make progress in my work and give full play to my advantages. , avoid disadvantages, and learn to appreciate more life scenery in your career; I also hope that department work can be further improved on the existing basis; in 20__, my department and I will work hard to practice internal skills, improve 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 yourself a professional hotel manager with professional qualities! Hotel Annual Work Summary Report 5

Unknowingly I have been working in this hotel for a year. From the first time I got to know the front desk to now being independent, I believe that in addition to my own efforts and efforts, it is also the training brought to me by leaving the hotel, as well as the experience of my boss. The staff and leadership support me. I have learned a lot in one year, and the well-known business motto in the service industry, "The customer is always right," has been taken to the extreme here.

In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements to the maximum extent as long as they do not violate the law or violate ethics. Therefore, employees will be instilled in the induction training: "The customer is never wrong, it is only us" and "Only sincere service can bring smiles from the guests." I have always believed that the customer is God, and I have always tried my best to provide the best service possible. The work of the hotel front desk is mainly divided into reception, room sales, check-in registration, check-out and fee settlement. Of course, this also includes answering guests' questions, helping guests handle service requests, telephone transfer and other services.

The front desk of the hotel is divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and sell, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly. In the past six months, I have mainly done the following work:

1. Strengthen business training and improve my own quality

As the front office of the hotel, every employee must face it directly The work attitude and service quality of guests and employees reflect the service level and management level of a hotel, so employee training is the focus of our hotel's work. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, so that I can better provide customers with high-quality services.

2. Strengthen my sales awareness and sales skills, and increase the occupancy rate

The front office department actively promotes the sales of individual guest rooms according to market conditions. This year, the hotel has launched a series of In addition to the hotel's preferential policies, the receptionist flexibly grasped the room price according to the market conditions and the occupancy situation of the day. The number of individual guests at the front desk has increased significantly, and the occupancy rate has improved. The receptionist emphasized: "As long as you come to the front desk "Guests, we must try our best to make guests stay" and strive for more occupancy rates.

3. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate and solve it with the department to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

4. Consider how to make up for the mistakes of colleagues and departments to ensure timely checkout and customer satisfaction

The front desk cashier is the last department that guests contact before leaving the store, so Complaints about various hotel services are usually made to us at checkout, and these problems are not caused by the cashier. At this time, it is most taboo to blame or blame the department or individual who caused the difficulty. It is best to "just leave the matter alone" Undesirable, not only can it not make up for the fault, but it will make guests doubt the management of the entire hotel, thereby deepening the guests' distrust. Therefore, the intermediary function should be played calmly and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thereby changing the initial bad impression and even establishing a close and mutually trusting customer-self relationship. Although a sword is sharp, it will not be sharpened until it is sharpened.” Only by moving forward can we reach a sky where we can spread our wings and fly high! Brothers and sisters of __, work hard for our tomorrow!