Chapter 1: Model essay on the year-end personal work summary of the hotel lobby manager 1. Maintain good guest relations and properly handle guest complaints.
Respecting and respecting guests is not only a simple superficial courtesy, but also a heartfelt respect. Action is only its natural expression. Only in this way will we try our best to provide good service, even if it is purely personal preference or habit, as long as it is not conducive to respecting guests, we will seriously get rid of it. Only by doing this can we naturally respect our guests. Always be humble to your guests and you will win their respect.
In my work, I have established three concepts, namely, customer concept: "customer-centered", that is, serving customers well is the ultimate goal. 2 concept of details: details determine success or failure, and hotel service is detail service in the final analysis. If every detail of the work is done, the management system and service system of the hotel will run smoothly. ③ Cultural concept: let customers enjoy a high-quality, unique and unforgettable consumption experience (staying in a hotel and dining), and let employees work and study in a harmonious and healthy corporate atmosphere. By properly handling guest complaints, on the one hand, it is found that rectifying their own problems plays a role in educating and training employees; On the other hand, improve our service and attract more repeat customers for the hotel. For example, customers such as Zhongneng International Company and Chinalco did not understand the hotel's service process and safety management regulations, and complained many times. Now they have become loyal customers of our store.
Second, improve the internal management mechanism, coordinate and straighten out departmental relations.
By finding and solving the problems in service quality, the lobby manager checks the management system and operation process of the hotel, which mainly plays two roles: ① putting forward rectification opinions and suggestions for the parts that are not conducive to improving customer service; (2) For the problems caused by the lack of responsibility execution of hotel departments, put forward rectification suggestions and make punishment assessment.
For the normal operation of hotel services, the lobby manager carefully studies the operation processes of various departments. When there are problems in the work that need inter-departmental coordination, the lobby manager grasps everything on the premise of customer satisfaction; (2) Everything is based on the interests of the hotel. For example, when the front office department and the housekeeper department correctly operate the check-out reservation procedure, due to the lack of understanding of this management policy, they are confused with the left-behind items procedure, resulting in customer service failures. Prompted by the store leader, the two departments studied the policy procedures, and coordinated by the lobby manager, the two departments reached an understanding to avoid similar problems. All departments of the hotel can focus on the overall situation and do their jobs conscientiously, which has promoted the improvement of the overall management level of the hotel.
Three, adhere to the implementation of the "four-star standard" and do a good job of "six inspections"
The lobby manager is responsible for the supervision and management of good service quality, and the standard for measuring its good service quality is the star-rated visit standard formulated by the National Tourism Administration. Four-star hotel star rating project inspection qualified rate should reach more than x%. In order to achieve this goal, the lobby manager should do six checks. Years of practice have proved that six inspections are an effective way to ensure service quality. The six inspections are: facility and equipment inspection in Project III, cleaning and hygiene inspection in Project IV and service quality inspection in Project V; Training work inspection, asset management inspection and safety management inspection. The summary of the six inspections and the comparison with the previous year are shown in the attached table.
Fourth, always pay attention to the quality of service, carefully check and strictly assess.
As a hotel manager, we should regard customers as God and quality as life. Only in this way can we survive and develop. The lobby manager is in charge of the service quality management and assessment of the whole hotel, knowing the great responsibility and feeling the heavy burden. I am full of confidence to win, a high sense of responsibility and crisis, and devoted myself to my work, making my due contribution and sacrifice for the hotel, with joys and sorrows. It's the end of the year again, and I'm very pleased and excited to see that the annual management task is about to be completed. Looking forward to the unpredictable market changes in the coming year, the task is still arduous and needs to be redoubled. The service quality assessment has made some achievements, which is the result of the correct decision of the hotel leaders in the whole region, and also the result of the concerted efforts of all employees, Qi Xin.
Five, loyal and dedicated, complete the work assigned by the leadership.
As a hotel professional manager, you should have noble professional sentiment and tenacious spirit. I have benefited from the hotel for many years and my management level has been continuously improved. I should love my job and do my job well. In recent years, I have abided by various rules and regulations in an exemplary manner, earnestly performed my management duties, and conducted strict quality assessment, which has been recognized by the leaders. Complete other tasks assigned by the leaders on time while completing all indicators of hotel management.
6. Find the gap, keep improving, blaze new trails and pursue excellence.
The deficiency of lobby work and the direction that should be worked hard: ① The study of management knowledge needs to be strengthened. With the continuous development of the hotel industry, the emergence of various management concepts and methods, as well as the changes in the market and the increasingly fierce competition, if you don't learn to improve, you will fall behind. ② Internal and external communication skills need to be improved. Service is also a skill. Communicating with guests requires respect; Second, skills are needed, as is communication with insiders. It is necessary to learn the knowledge of psychology and management, be good at observing and discovering the needs of guests, and make them completely convinced. The punishment of employees who violate discipline should follow the principles of fairness and strictness in the employee handbook in order to achieve the purpose of punishment. ③ The service quality of foreign guests needs to be improved. Poor English conversation level directly affects customer service, and the foreign language level of lobby manager needs to be improved.
Chapter 2: The year-end personal work summary of the hotel lobby manager. As the hotel lobby manager, Fan Wen has the heaviest burden. I should not only do a good job in any lobby of the hotel, but also not have any bad debts. The development of the whole hotel has a lot to do with me. As a powerful person in the hotel, I always pay attention to establishing good relations with every colleague and employee. It is impossible to be cold at the top, so be a good leader.
Of course, the most important thing is to pay attention to the company's lobbying. The lobby problem is the heart of the whole company everywhere, and it is the most important. We can't be careless. Once there is carelessness, the company can only face bankruptcy, and the importance of lobbying is needless to say.
I have been a lobby manager for some years, and the hotel has never had lobby problems, so my work has always been easier to do and my reputation in the company is high. Because as long as there is no problem in the company lobby, it is more important to pay employees in time than to say 10 thousand good words. I have always adhered to this principle and always done so. I believe this is correct.
My one-year lobby plan has come, which is particularly important for the hotel's one-year development. I can do it every year, and this year is no exception.
The lobby plan is the systematization and concretization of the business objectives determined by the lobby forecast, and it is also the basis for controlling the revenue and expenditure activities of the lobby and analyzing the business results. The lobby plan itself is to use scientific technical means and mathematical methods to comprehensively balance objectives, formulate major planning indicators, formulate measures to increase production and reduce expenditure, and coordinate various planning indicators. It is a necessary link to implement hotel objectives and guarantee measures.
The lobby plan compiled by the hotel mainly includes: financing plan, fixed assets increase and decrease and depreciation plan, current assets and their turnover plan, cost plan, profit and profit distribution plan, foreign investment plan, etc. Each plan consists of many lobby indicators, which are the targets of all lobby activities during the plan period. In order to achieve these goals, the lobby plan must also list the main management measures to ensure the completion of the plan.
To prepare the lobby plan, we should do the following work.
(A) analysis of subjective and objective reasons, overall planning indicators.
Look at the business situation of that year, analyze the whole business situation, the current competitive situation and other factors related to the determined business objectives, and work out the main planning indicators according to the principle of overall economic benefits of the hotel.
(2) Coordinate manpower, material resources and financial resources and implement measures to increase production and save money.
It is necessary to reasonably arrange manpower, material resources and financial resources to meet the requirements of business objectives; In terms of financial balance, it is necessary to organize the balance between the use of funds and the source of funds, and the balance between lobbying expenses and lobbying income. We should also try our best to tap the internal potential of the hotel, put forward requirements for the business activities of all departments of the hotel from the perspective of improving economic benefits, formulate measures to increase production and save money for all departments, and formulate and revise various quotas to ensure the implementation of planned indicators.
(three) the preparation of the schedule, coordinate the indicators of the plan
With the business objectives as the core and the average advanced quota as the basis, calculate the planned indicators such as capital occupation, cost and expense profit. During the planning of the hotel, the lobby schedule is prepared to check whether the relevant planning indicators are closely connected and coordinated.
This is my work plan for this year. I have made a plan for the company lobby. I believe there will be no problem in the company lobby for a year. Under the premise of the financial crisis, the operation of the hotel has also been greatly troubled, which requires every company's employees to be serious and responsible, and actively strive to make their due contributions to the company's survival.
To tell the truth, being a lobby manager of a hotel is totally incompetent with my personal ability. I rely on more efforts than others and the help of my colleagues and employees. This is also the reason why I want to have a good relationship with my colleagues and employees. Stupid birds fly first, and the early bird catches the worm. I did all this through hard work.
Chapter 3: The year-end personal work summary of the hotel lobby manager. The lobby of Fanwen Hotel is the first contact place for guests to enter the hotel. Only when the reception in the lobby is done well can there be follow-up services, and at the same time, it can leave a deep impression on the guests and make them recognize the service of the hotel. As the lobby manager, I also sum up my work these days.
During my short X months as a lobby manager, I was also worried that I could not do well, but I was also familiar with how the lobby work was done before. From what I have done before to what I am managing now, I have treated it by setting an example. Whether it is the front desk or other staff, I have strict requirements, and I have done it myself. I set an example and solved the problem in time, and some of my colleagues' requirements have also been met. Try your best to do all the work in the lobby. I know that the work in the lobby is not done by one person, let alone the manager, but by everyone. So at work, I will often discuss with my colleagues how to do better, and also give them some incentives to understand their work, support and encourage those who do well, and support those who do badly or not well enough. I will discuss the reasons with my colleagues, give guidance, and know that everyone has different abilities. It is impossible to say that they all do this, but they can make up for it through hard work.
Besides work, I also study with my colleagues, have more discussions and read some management books after work. At the same time, I will teach my colleagues some work experience in the lobby, so that they can do their work better, especially in the lobby. Only when we have experienced more, become familiar with it, cooperate with each other and make progress together will we gain more. Through our own efforts, the service in our lobby will satisfy our guests, and judging from the feedback these days, it is true. Compared with before, there has also been some progress. Everyone's efforts were not in vain, especially praised by the guests. This is definitely more satisfying than I praise them.
Of course, I also see that there are still some things I haven't done enough, especially sometimes I have a bad temper. Some things should have been done by my colleagues, but I saw that I did it myself. Although the results were good, I didn't let them get exercise. At the same time, I have not done enough in some aspects of management. I need to continue to work hard, improve myself, do a better job in the lobby and serve the guests.
Chapter Four: The year-end personal work summary of the hotel lobby manager. After the probation period, Fan Wen has adapted me to the working environment of the hotel, which is undoubtedly good news for me who is inexperienced. After all, I did spend too much energy on the hotel work during this period, and the completion of the hotel work was not simple and natural, so I attached great importance to my performance during the probation period and made a corresponding summary after completing the work during this period.
I am the lobby manager, and I have been stationed in the lobby area during the probation period. After all, only by properly handling the work in this part of the region can we accumulate corresponding experience. This is a big test for me to step into the workplace. Considering the need to take care of customers' feelings and staff management, I naturally have to be cautious, so I arrange the hotel staff in the lobby area to ensure that they perform their duties. On weekdays, I will also check all the posts in the lobby to make sure they can do their jobs well. In fact, it also made me understand that doing my job well is a very important part of hotel development. I can be down-to-earth in hotel work and ensure that I will not make any mistakes with a steady style.
In order to improve the service quality, I will also spend more energy on customer reception. After all, customers will have different views when they enter the hotel because of the environment in the lobby area. So I will personally participate in this work and arrange the cleaning staff to clean it. By creating a good environment, I will have a good impression on customers who enter the lobby. It is natural to clean the lobby area regularly, so I can check the environmental sanitation regularly, which is conducive to the development of hotel work. Being in such an environment can also make the lobby area.
Pay more attention to the arrangement of leaders in hotel work and participate in corresponding training, mainly about marketing skills. The study of my hotel business has improved my ability. Considering that the hotel lobby manager needs to answer customers' doubts frequently, he naturally has a better understanding of business knowledge. In addition, I will also assist the front desk staff to do business and accumulate experience in this field. It can be said that during the probation period, I pay more attention to the accumulation of learning, so I can naturally maintain a modest attitude at work, but I should be more active in dealing with the challenges in hotel work before I can solve them. However, through my performance during this period, I realize that I am lazy and need to solve them.
For me, the end of the probation period does not mean that I can lower the requirements of hotel work. After all, after standing at the new starting line, I will face more arduous challenges, and I will continue to strengthen my ability until I can better complete the work of the hotel. It can be said that I will face up to difficulties and complete more important challenges in the process of hotel development.
Chapter 5: The year-end personal work summary of the hotel lobby manager. Model essay 1. The responsibility of hotel brand building
The good state of hotel development should be excellent brand image, brand awareness and brand reputation. Expand the popularity of hotel enterprises with the power of brands, occupy the tourist market with the influence of brands, and obtain economic benefits with intangible assets of brands. As the general manager of the hotel, he has the responsibility to constantly shape and enhance the brand image of the hotel he manages, which should be considered, promoted and put into practice. Hotel brand building is a systematic and comprehensive engineering system.
Second, the responsibility of hotel team culture construction
Hotel enterprises are also a social system with "institutional structure, economic structure and cultural structure". It is everyone's duty to improve the cultural connotation of the hotel. As the CEO of the hotel, we must unite every employee with the same values. And inspire their service, innovation and management wisdom, and create a good working atmosphere for enterprises. The team they lead should be a team with clear cultural orientation, strong corporate learning atmosphere, strong innovative spirit and highly consistent goal spirit, and also a team with strong combat effectiveness.
Three. Environmental protection responsibility
Facing the fact of global environmental deterioration, energy crisis and rising energy prices. Should have the responsibility and obligation to protect the environment, save energy, promote the cause of green hotels, make their own contributions, and do their social environmental responsibility. We must have a high awareness of social environmental protection and do a good job in saving every drop of water, electricity, gas and paper, instead of just pursuing the economic benefits of hotels and ignoring the environmental responsibility of hotel enterprises to society.
The improvement of economic benefits and the green environmental protection of hotels complement each other and are not contradictory. In the daily operation of the hotel, controlling and saving energy and material consumption such as water, electricity and gas, and maintaining and prolonging the service life of the equipment can not only save a lot of energy consumption and maintenance expenses for the hotel, but also save energy for the society. At the same time, hotels use a lot of environmental protection equipment, environmental protection products and green food, which can win more tourists and win a good social reputation.
Fourth, the responsibility of hotel safety.
Without security, hotels will not have good economic benefits, and without security, hotels will not be able to achieve sustainable development. A hotel with a major safety accident will bring bad social impact to the hotel, damage its image and reduce its benefits; In addition, it will also cause huge property losses, casualties and legal responsibilities. Hotel safety work, as the general manager, in the daily operation and management work, a very important job responsibility is to do a good job in the safety of the whole hotel, and do a good job in "fire prevention, theft prevention, food poisoning prevention, fraud prevention, robbery prevention, emergency prevention, engineering equipment accident prevention, employee work injury prevention, accidental injury prevention" and other accidents inside and outside the hotel. Peace is benefit, which should be a constant concern of every employee. It is also our unshirkable social responsibility to hotel enterprises.
Verb (abbreviation for verb) is responsible for hotel staff training.
There is a popular saying in the hotel industry that "without satisfied employees, there will be no satisfied customers". In order to continuously improve management, every step is inseparable from the cooperation and cooperation of all employees. Employees are the cornerstone of the hotel, the soul of the hotel to create benefits and the pioneer of customer service. As a hotel manager, on the basis of grasping the hotel management decision, brand building and internal and external coordination. We should also fully mobilize every employee's work enthusiasm, service initiative, loyalty to the hotel and enthusiasm for quality service. At the same time, I would also like to thank every employee for their hard work in front-line service and contribution to hotel development and efficiency improvement.
Chapter six: summary of the year-end personal work of the hotel lobby manager. I am the hotel lobby manager this year, responsible for the service management of the hotel restaurant. I actively carry out my work within one year to improve my work efficiency. Now let me sum up my work for one year.
I pay attention to the quality of hotel service. After all, in hotels, service has always been the focus. The staff in our hotel must be of high quality, and be polite, warm and thoughtful when receiving customers. To this end, I conduct training every two months to train employees' manners and working methods, and at the same time convey the culture of the hotel. When employees come to our hotel, they should support the hotel culture and ensure thoughtful service in order to get more customers' praise.
Etiquette training is divided into many aspects, with emphasis on communication and clothing. All employees must work in accordance with hotel regulations. Every hotel customer must be treated with courtesy and care, and every employee must be dressed neatly. Uniform clothes show the image of our hotel, give customers a better feeling and let customers eat and stay in our hotel.
Regarding the work of employees, my requirements for each employee are very simple and I seldom complain. I can't argue with customers. I must meet the customer's serving requirements as soon as possible, give feedback in time when I encounter problems, and don't be lazy or absent from work. I can meet my requirements as long as I do the basic work of satisfying customers, but not every employee can do it in specific work. There will always be some employees who can't do it, and all kinds of minor problems need to be corrected and changed in time.
For the problems that often make mistakes, I will directly point out in the weekly column meeting and punish the employees who refuse to change their teachings. At the same time, I will give due rewards to waiters who do well to satisfy customers, and shape them into the goal of active learning for other employees, encouraging employees to learn in a good direction. Working in a hotel must be orderly, and everyone has their own tasks. If employees are found to be lazy during their work, they will be fined and allowed to report to each other. As long as you report it, you will get the corresponding reward.
In order to actively adopt the opinions of employees and some suggestions of customers, an anonymous suggestion box has been set up in the hotel. Actively encourage employees to express their ideas and opinions, so that I can know the specific situation of my work in time and facilitate my work to continue. Because as a manager, I can't guarantee that I have a clear understanding of hotel staff. I hope that more employees can participate in the hotel construction in this way, and point out some problems encountered in the work or unsatisfactory places in hotel management, which is convenient for revision.
Only by broadening channels can we adopt more good opinions, and every employee will have different ideas. For me, we must be able to adopt excellent suggestions to complete the task of the hotel. My goal is to increase the turnover of hotels. Although the annual turnover of our hotel exceeds the sum of the previous year, it is only a small promotion for me. I hope to continue to enhance the image of the hotel, attract more customers and be a qualified lobby manager. At work, I still need to work hard, continue to improve the working ability of employees, improve my management ability, strive for greater promotion in next year's work, and at the same time make all employees in our hotel more United.