Annual work summary of excellent hotel staff (one year). Not long, not short. It's been a year since I came to the hotel to do customer service. Look back at the student spirit when I first entered the hotel, and then look at my mature appearance now. This is the growth of my customer service in the hotel, but the invisible growth has been transformed into visible growth through the role of time. I am happy for my growth this year. At the same time, I also want to sum up my work in the past year, so that I can better understand the past and move towards the future.
First, the monitoring and statistics of hotel and branch rooms.
This work is the most basic work of hotel customer service, which monitors the room status of each branch in real time, and feeds back to the superior in time when finding abnormal situations such as unknown reasons, determines the reasons in the shortest time, and informs the maintenance personnel to come to the door for service; Statistics on the use of all kinds of rooms every day, and timely report to the higher authorities for review.
Second, accept the handling and consultation of customer complaints, and collect and sort them out.
Patiently accept customer complaints and home visits, record complaints in detail, follow up customer complaints one by one, and answer their inquiries for customers. Collect and sort out all customer complaints, whether online, by phone or at home, especially those that have risen to complaints, so that the hotel work can refer to these opinions and make progress bit by bit.
Iii. Entry and management of telephone orders and third-party orders
Hotel customer service needs to be extremely meticulous. There will be customer feedback after staying in the hotel, and there will be customer order entry and management before staying in the hotel. Our hotel adopts three booking methods, namely, opening a room at the store, telephone booking and third-party online booking. As a hotel customer service, these orders need to be entered into the system in detail. Especially the online booking of third parties, this is a huge number that every hotel customer service must face and deal with. I entered and managed these one by one last year to ensure better hotel service.
Four. Organize customer opinion analysis reports and provide data support for operational services.
During my year as a hotel customer service, I still need to sort out and issue an accurate customer opinion analysis report to ensure that I can provide sufficient data support for the operation and service of the hotel. I will sort out such a customer opinion analysis report and submit it to the hotel marketing department every month. I did a good job, which helped the hotel bring more tourists to some extent.
Annual work summary, excellent hotel staff (2), have been working in this hotel for X years unconsciously. From the beginning to know the front desk to the present independence. I believe that apart from my own efforts and efforts, I also left the training brought by the hotel and the support of the old staff and leaders. I have learned a lot in half a year, and the well-known business motto "the customer is always right" has been brought to the extreme here.
In order to achieve certain financial goals, hotels should not only meet the material needs of guests, but also meet their spiritual needs. Therefore, as hotel operators, as long as we don't violate the law and morality, we often meet the requirements of our guests. Therefore, from the beginning of induction training, employees will be instilled with: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I have always believed that customers are God, and I have always tried my best to make my service to the extreme. The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping guests with service needs, telephone transfer and other services. At the front desk of the hotel, the work shifts are divided into three classes: morning shift, middle shift and all-night shift. One of them is a full-time cashier, and the other two allocate the remaining work according to the actual workload. This arrangement is relatively loose, and one cashier can be assigned, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly. In the past six months, I have mainly done the following work:
First, strengthen business training and improve their own quality. The front hall is the facade 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 the focus of our hotel. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.
Second, strengthen my sales awareness and skills to 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 promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has increased. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more occupancy.
Third, 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.
Fourth, consider how to make up for the mistakes of colleagues and departments.
Ensure that guests check out in time to make them satisfied. The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel service at the checkout, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. 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, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me. Although the sword is good, it is not constantly sharpened, but "I don't know enough after studying hard."
Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward, let's fly high in the sky! Elegant brothers and sisters, work hard for our tomorrow!
Annual work summary, excellent hotel staff (3) During my work in the housekeeping department, I learned a lot and learned more about the work of room service. Now let me sum up my work during this period.
I. Room cleaning
In terms of room cleaning, I always follow the work instructions given by the hotel. First of all, I checked the room as soon as I entered the room, and carefully looked at what needed to be cleaned. Then I opened the curtains and opened the windows to ventilate. Then I changed the toiletries, such as towels, put on new towels, clean up all the garbage and put on new garbage bags. Quilts are also removed and replaced with new ones. The next step is to do a good job of cleaning and vacuuming After all the cleaning steps are finished, I have to check if there is anything missing and if there are any facilities in the room that need to be supplemented.
Cleaning a room these days is not a simple matter, it takes many steps. But from the beginning, I needed the care of my colleagues, and now I can do it independently. Although I am very tired, I also know that if I want to do a good job in the service industry, I must be careful and patient at every step, so that new guests can enter the room, see a clean environment and live comfortably, which is also an affirmation of my work.
Second, the public * * * clean.
Besides the cleaning of guest rooms, such as stairwells and corridors, I also need to do some work. The environment here is simpler than the guest room, but it needs care. In particular, the corridors of our hotel are carpeted, and the work of vacuuming and cleaning needs to be done well. In particular, guests accidentally spill drinks on the carpet and need to deal with them in time to avoid waiting until the carpet is dry, which is even more troublesome. At the same time, it is also under the leadership of my colleagues that I know that watering green plants doesn't need to be done every day. Some plants don't need that much water, just keep records and determine the watering time. Some plants need to be watered or replaced with water every day.
Although the cleaning work is very tired and hard, I have also learned a lot. If I do it myself in the future, there will be many tips to use. I don't know about sweeping the floor as simple as before, but I don't know some cleaning tips. After I accepted this job, I learned a lot of skills.
However, although I have learned a lot, I also found that some methods and steps need to be paid attention to in my work. Sometimes I am too busy in my work, so I need to continue to optimize and improve in my future work.
Annual work summary, excellent hotel staff (4), time flies, laughing all the way. All the wind and rain have sent away 20xx years and ushered in 20xx years full of hope. Looking back on the X months of coming to the hotel, freshness and joy coexist, and emotion and gratitude coexist for X months. Although the time is short, it has gained a lot for me. Every day, every experience and every contact I have here is no less than the ten years I have studied in school, so I thank X for giving me this rare learning opportunity and meticulous guidance, X for his meticulous care, and all the members of the General Department for their cooperation at work and care in life. The specific work is summarized as follows:
I. Work aspects
These days, I learned about the hotel's policy, layout construction, division of departments, work distribution, personnel positioning and other natural conditions. The general department is an office function and an important department to contact leaders and employees. I am honored to be a member of this small group. Although it is trivial to collect meal tickets every day, it can reflect the rigorous and advanced management of our hotel. Quality inspection is an indispensable and important guarantee department for any enterprise. As a service industry, quality inspection is the top priority. Both the sanitary condition of the guest rooms and the gfd of the catering staff affect the business development of our hotel. I only knew from the beginning that I now have a pair of eyes that see everything. This is my progress, but also a great harvest. Blackboard newspaper is the window of our hotel's internal publicity. By publishing newspapers, I not only improved my writing level, but also enhanced my language expression ability. During the evaluation period, thanks to the trust of General X, I sorted out two evaluation materials with the help of General X, and deeply felt the lack of my language enumeration skills and logical thinking. Front-line service was the most rewarding place. Although hard and nervous, I learned the knowledge of tidying up the room, turning over the bed and how to put it in order to be beautiful. Understand the preferences of experts in the process of welcoming and seeing off, and feedback information in time in order to provide better service. At the end of the evaluation work, it happened that the meeting between supply and demand of xx college students was held in xx, which is the most important thing for our graduates. I've been ready for a long time, but the floor attendant is really busy. I was very moved to see them forget to eat and sleep and work overtime. Although I am a student, I am also a hotel employee, so I didn't attend the job fair. I'm not saying how great I am. But I was moved by such a United, dedicated and pragmatic group. Dedication is selfless, so warmth and passion are fiery, so they shine. This is the wealth and growth capital of the enterprise!
Second, learning experience.
As the business premises of public institutions, international hotels have their unique advantages. From the management system to the scale of development, it has become a leader in the same industry. The overall quality of employees has also been affected in the specific atmosphere of the university. Leaders can be far-sighted, consider the interests of employees while exploring external markets, and have the concept of knowing the overall situation and taking care of the overall situation. Although this is a new enterprise, it is also a dynamic and creative enterprise. Every day,
However, the development of things has two sides. As a new enterprise, under the impact of the wave of market competition, it will show its own weaknesses and contradictions. As long as we find a solution to the problem, we can go up a storey still higher. Competition is also the biggest driving force for enterprise development. The key is to master the skills of avoiding competition, enhance the sense of innovation, dare to break the traditional concept, management concept and management innovation, and gradually move closer from market-oriented to people-oriented management mechanism to shape a brand enterprise with unique characteristics.
How much enthusiasm, how much complacency, how much youth and frivolous, how much laughter and laughter have all ended in yesterday's diary, but the future is based on today, and new goals and challenges should be improved. In the new half year, we should continue to work hard, report hard, study hard and sum up hard. Finally, I wish our hotel a clear sky and Wan Li, and wish all the managers success in their work.
Annual Work Summary (5) Excellent hotel employees have been working in the sales department unconsciously for more than a year during their busy work. Looking back on this year's work, he has made some achievements as a hotel salesman and basically completed the tasks assigned by the hotel, but there are still many problems.
When I first arrived in the sales department, I was just not very proficient in sales and unfamiliar with the new environment and new things. With the help of hotel, department and group leaders, I quickly understood the nature of hotel sales and its sales market. As a member of the sales department, I feel a great responsibility. As the facade and window of the hotel, my words and deeds also represent the image of the hotel. So I want to improve my quality, set high standards for myself, and strengthen my professional knowledge and skills on the basis of high quality.
In addition, we should have a broad understanding of the dynamics of the whole sales market, stay at the forefront of the market, strive to become a qualified salesperson as soon as possible after half a year's training, and strive to do our own job well.
In order to better complete the hotel's marketing work and achieve a win-win situation, this paper summarizes the sales work in the past six months from four aspects:
First of all, the cooperation of hotel departments.
I have worked in the hotel for more than a year. I used to be in the lobby, but the possible contacts were not as extensive as now. This is just friction, coordination and cooperation between teams. It is better to have the same leader in the same department, but it is different now. Now we must coordinate with each department. If you can't coordinate, go back to the leaders and team leaders, because they are all sales departments, and there are endless messes and chores.
Therefore, as long as there are guests involved in the scope of business or work, they must rely on their own personal feelings and personal strength to solve them.
Second, hotel management innovation
The so-called marketing is the leader of the hotel, not only the leader, but also all kinds of innovations of the hotel should be known and familiar to the hotel leaders and the leaders of relevant departments. It also needs the recognition and understanding of the sales staff. I'm not talking about a literal explanation, but a substantive explanation.
For example, when a new product or dish is launched, one or two samples can be provided for the sales department to taste, which not only facilitates the sales staff to introduce the new product or dish, but also allows more people to put forward valuable opinions on the new product. As the saying goes, one Zhuge Liang is not worth three stooges.
The above is a summary of my work in the hotel for one year. The new year is coming, and I will work harder in the new year!
Annual Work Summary (VI) The hectic 20xx year for outstanding hotel employees is coming to an end, and we will welcome 20xx with a brand-new look and attitude. Looking back on this year in the hotel, I have gained a lot and learned a lot. No matter what position I am in, I am conscientious, abide by my duties and adhere to principles. I believe that ordinary posts can also make extraordinary careers, which is also an experience for me, so my efforts and efforts have been affirmed. I would like to take this opportunity to thank the hotel leaders for trusting me and giving me the opportunity to be the head of housekeeping department. Although there is pressure, it is full of motivation. In order to better carry out next year's work, we will summarize this year's work and plan next year's work.
It didn't take long to transfer to the guest room, because it started from scratch, so I didn't make any achievements in my work. First, work in strict accordance with the work instructions issued by the superior leaders, and then learn and sum up experience in practical work.
1. Health; Strictly implement the system of rounds and record the inspection results. First of all, ensure the room hygiene.
2. Facilities and equipment; Check the guest room equipment and contact the engineering department in time if any problems are found.
3. Goods management and cost control; Control materials and recycle them well, and strengthen employees' awareness of saving.
4. personnel management; Adhere to principles and handle affairs impartially; Care about employees and treat employees as their relatives and friends.
Work plan for next year:
1. Cooperate with superior leaders to complete various work indicators and do a good job in management.
2. Strengthen employees' service skills and service awareness through training. Improve the work efficiency of employees.
3. Strengthen the quality inspection of guest rooms to ensure that there is no problem in health and service.
4. Strengthen linen management, count the quantity every month, be aware of it, and handle problems in time when found.
5. Use spare time to study hard and master room service skills and business knowledge.
The above is my work summary and plan. Specific work should be carried out in practical work. You can't do it step by step. If you want to win, you have to keep learning and innovating.