How time flies! One year's work is at the end of the year. In this year, we have been exposed to many new things and learned a lot of new knowledge and skills. At this time, how can the most critical year-end summary fall! What kind of year-end summary report should you read? The following is my personal year-end summary of the hotel front office manager. Welcome to share.

Personal year-end summary of hotel front office manager 1 First of all, I want to introduce myself to you. My name is XXX, and I am the sales manager of Four Seasons Restaurant. Now I will give a report on my work in the past seven months.

Since 20xx took office on March 4th, in the first few months (March, April and May), he mainly assisted the restaurant manager in the daily internal management of the front office, and in the following months (June, July, August and September), he was mainly responsible for the marketing of Four Seasons Restaurant due to work needs, leadership trust and self-development needs. From the front office management to internal and external marketing, from the concert "You in Zuo Lin" to the exciting Asian Cup, from the Asian Cup to the concert in Faye Wong, and then to "Perfect", the stadium held a series of activities, and the Four Seasons Restaurant also set off a business climax with the efforts of the market. Looking back on the work in the past few months, there are mainly the following aspects:

1, pay attention to learning and education, and encourage people to make progress.

Since I took office, I have been responsible for the internal management of Four Seasons Restaurant. Most of the employees I know of Four Seasons restaurants come from different regions such as Hebei, Anhui and Hunan, with great differences in cultural level and comprehensive quality, and low professional level and service awareness. In view of this situation, I listed my shortcomings one by one and conducted comprehensive training and on-site supervision. Correct the wrong management methods, explain the theory and practice the operation. The operation procedures of eight skills exercises are standardized from the aspects of standard polite expressions, smiling service, professional ethics and food collocation when guests enter the store. Through learning, employees can strengthen service quality and improve service level. When guests enter the store, they can take the initiative to serve warmly and introduce hotel dishes. When guests light cigarettes, the waiter should hand over the ashtray in time. In April, a skill competition was held, and the waiter Li Xiaojuan won the first place in the skill competition. Other waiters have developed the good habit of asking questions if they don't understand, and asking each other if they don't understand. They have also learned a lot, their mental outlook is getting better and better, and their work efficiency has been improved. However, the operational details need to be improved.

2. Grasp the management system.

In the early stage, there were many problems in the work of Four Seasons Restaurant. The main problem is that there is no standardized system, employees are not clear about the system, and some systems have not been implemented to specific responsible persons. Through the guidance of the leaders of the quality inspection department, I listed the switching time and the person in charge of the wall and audio in the health work system, as well as the service process, personal hygiene requirements and standards of each post, and the matters needing attention in finishing the work, and conducted on-site supervision and inspection every day, which was of great help to employees to strengthen their work consciousness and clarify their work responsibilities. Late telephone charges are high. With the telephone booth in Wu Jingli, the telephone is locked after work, and the attendant is not allowed to make local calls, thus putting an end to the phenomenon of making local calls after work.

3. Grasp the communication of internal customers.

Communicate with customers sincerely, listen to their valuable opinions, constantly improve and coordinate, and feed back the feedback information of customers to the kitchen in time. For example, sometimes customers feedback that "Ami fried pork" is not enough, and "boiling fish" is not fragrant enough. Through sincere feedback from customers, plus our serious discussion and revision, we will continuously improve the quality of dishes and satisfy customers.

4, pays special attention to the reception and management of banquet propaganda work.

October is the golden season for wedding banquets. I made a wedding banquet plan and distributed leaflets to visit the surrounding units. At present, five wedding banquets have been held on June 5438+ 10. Guests have always introduced the advantages of Four Seasons Restaurant, communicated with the wedding company by telephone, publicized the hotel scale, and made full preparations for the banquet reception in a planned way.

5, in-depth market research, closely cooperate with the sales department, grasp the market economy.

During the Youli Concert in Zuo Lin, he worked closely with the sales department to undertake the packed lunch for the staff of the organizing committee, and generated a packed lunch record of 10000 yuan. During the Asian Cup, I cooperated with the stall work and internal management supervision for many times. Through the Asian Cup, I felt the team spirit. During the concert in Faye Wong, I communicated with the leaders of the Organizing Committee for many times about the dining of the venue staff and coordinated the dishes, which earned the hotel more than 10,000 yuan for meals. Then he took over the buffet for 280 people at the perfect concert, in which the meal fee was 80-65,438+000 yuan.

6. Have a team meal

We contact more than 30 tour groups by telephone and have group meals every Saturday, Sunday and Monday. Travel agencies, travel agencies, international travel agencies, travel agencies, etc. Hosting group meals improves the popularity of restaurants and reduces the cost of kitchens. And take advantage of the opportunity to receive group meals, seriously consult and feedback, and do a good job of feedback statistics.

In short, in this ordinary and extraordinary seven months, I feel deeply, but also deeply feel my own shortcomings. At present, the outside market has not been fully opened, so I need to continue my efforts. I will work hard in these aspects:

1. Keep learning, improve yourself, and strengthen the study of sales business knowledge and all aspects of knowledge.

2. While doing a good job in this position, we will continue to develop new customer groups.

3. Do a good job in maintaining and communicating with internal customers.

4. Arrange marketing work in a planned way.

5. Do a good job in customer statistics, constantly strengthen contact, and do a good job in customer complaint handling and information feedback.

6. Work closely with the hotel sales department to receive catering and reception services. Thank you very much for your leadership! thank you

Personal year-end summary of hotel front office manager 2 1. Strengthening the construction of service quality project with improving service quality as the core.

The construction of catering service quality is a huge systematic project and a comprehensive embodiment of catering management strength. In XX years, the following work was carried out in the daily management and service quality construction of various operating departments:

1. Work out operating procedures to improve service quality. According to the actual operation of various departments in the catering department, we have compiled the Operating Rules for Banquet Service, Evening Room Service, Western Restaurant Service, Bar Service and Stewardship Department. Unify the service standards of all departments, establish the standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements of the VIP room, the service reception process of the VIP room is compiled, and clear and detailed regulations are made from the aspects of customer reception, language requirements, dinner service, wine promotion, hygiene standards, article preparation, environmental layout, audio-visual effect, energy saving and so on, which promotes the service quality of the VIP room.

2. Strengthen the supervision and management of walking site.

On-site supervision and mobile management are important forms of catering management. During my duty, I insisted on allocating management time according to the "February 28th" principle (80% of the time was spent on managing the site and 20% was spent on making management summary). I directly participated in the on-site service, promptly corrected and prompted the problems that appeared on the site, recorded typical problems, and reported them to the heads of various departments, analyzed the root causes of the problems, made training plans and blocked management loopholes.

3. It is the brand project of the hotel to make the overall practical plan of the wedding banquet and improve the service quality of the wedding banquet. In order to further improve the quality of wedding service, the overall practical plan of wedding service was worked out, which further standardized the operation process and service standards of wedding service, highlighted the atmosphere of wedding scene, and invited the human resources department to conduct special training for wedding emcee, making it more distinctive and enhancing the reputation of the wedding market.

4. Convene special service meetings regularly to discuss the problems existing in the service.

Good service quality is the core of catering competitiveness. In order to ensure the service quality, improve the service management level and improve customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by the 4-5 level managers of each restaurant to analyze the service status of each restaurant in that month, review the service quality, share management experience, analyze typical cases, find out the root causes of problems and explore management methods. At the seminar, restaurants learn from each other, and participants actively participate and express their opinions, dare to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This discussion form provides a platform for restaurant managers to exchange management experience and plays a positive role in ensuring and improving service quality.

5. Establish a restaurant case collection system to reduce the probability of customer complaints.

This year, the Food and Beverage Department implemented a food and beverage case collection system in restaurants to collect complaints from restaurant customers about service quality and product quality as an important basis for improving management and evaluating the management level of department managers. Restaurant managers analyze and summarize the collected cases and put forward solutions to the problems, so as to make management more targeted and reduce the probability of customer complaints.

Second, organize the first service skill competition to show the service skills of the catering department.

To tie in with the 0/5th anniversary celebration of the hotel/KLOC-,the Food and Beverage Department organized restaurants to hold the first competition on catering service skills and catering knowledge in August, and worked out a practical scheme for the competition. After more than a month's preparation and preliminary competition, with the strong support of the Human Resources Department and the Administration Department, it was a success, which was affirmed by the superior leaders, fully demonstrated the catering department's skilled service skills and excellent basic skills, enhanced the cohesion of the team, inspired the morale of employees and achieved the expected purpose.

Third, carry out employee training at all levels to improve the overall quality of employees.

This year, * * * conducted 15 trainings, including 3 service skills trainings, 3 induction trainings for newcomers and 9 special trainings. The concept and main contents of the course are as follows:

1. Expand management ideas and broaden industry horizons.

Most middle-level managers in restaurants are gradually promoted from lower-level employees (some managers have worked in the same position for four or five years), and their management vision is relatively narrow. In order to strengthen their management awareness, expand their industry vision and professional knowledge, seven catering professional knowledge trainings were set up for middle managers this year, the main contents of which are customer satisfaction management, catering marketing knowledge 1, catering marketing knowledge 2, basic knowledge of catering management, etc. The setting of these courses plays a positive role in expanding the management thinking, catering professional knowledge and industry vision of middle managers, alleviating various contradictions and conflicts in the management process, and enhancing the feelings among employees, employees and customers.

2. Cultivate employees' service consciousness and improve their comprehensive quality.

In order to cultivate employees' service awareness and improve their comprehensive quality, this year we have carried out training on catering service awareness, employees' mentality, five disciplines for service personnel, employees' etiquette and politeness, and wine knowledge. These training courses have improved the service consciousness, service mentality, professional service image and catering professional knowledge of grassroots service personnel. At previous sessions since April this year,

3. Carry out service skills training to improve the service level of VIP rooms.

In order to improve the service reception capacity of VIP rooms, we carried out "VIP room service reception skills training" and "restaurant ordering skills training", analyzed and explained the problems existing in service reception in the form of case analysis and demonstration, and demonstrated standardized service, marketing skills and humanized service in practice, which improved the service quality of VIP rooms.

4. Adjust students' transition mentality and quickly integrate into the catering team.

As an important part of catering staff, whether interns can quickly integrate into the team and adjust their transition mentality will directly affect the quality of catering services and team building. According to the characteristics and entry conditions of interns, this year, * * * conducted three special trainings on how to transform from a campus person to an enterprise person, with the aim of adjusting students' mentality, facing up to the role transformation and understanding the characteristics of the catering industry. The setting of this course makes students fully prepared psychologically, alleviates the dissatisfaction caused by the unsuitable role change, and accelerates the pace of integration into the catering team.

5, combined with the actual work, the development of practical courses.

The purpose of training is to improve work efficiency and make management more standardized and effective. In July, aiming at the phenomenon of poor execution of restaurant management, the course "Execution" was developed, which made managers fundamentally realize that "a good system needs good execution", and combined with the specific performance of insufficient execution of restaurants and the execution of advanced enterprises in the same industry, it was analyzed in the form of case analysis, which made managers realize the important truth that "there is no competitiveness without execution", and managers at all levels had a new understanding and understanding of execution.

Fourth, the existing problems and deficiencies

Although this year's work has been completed as planned, the quality is not enough. As far as departmental operation and training work are concerned, it is mainly manifested in the following aspects:

1, insufficient management, uneven exertion and weak links.

In the process of management, the management of some sensitive issues is weak, and the repeated service quality problems cannot be pointed out to the managers, which makes some management problems exist for a long time and cannot be fundamentally solved. At the same time, the main focus is on the quality of floor service, which weakens the management of housekeeping department and wine department.

2. Training interaction is not enough.

There are not many interactive links in the training process, and there are few opportunities for employees to participate, which reduces the vitality and vitality of the classroom.

Personal year-end summary of the manager of the front office of the hotel 3 Today, we ushered in another new year in the new century with a happy mood. The past year is of great and far-reaching significance to the development of Sheraton Hotel. Under the wise and decisive decision and correct leadership of the chairman, Sheraton Hotel keeps pace with the times, actively adapts to the market demand and embarks on the track of institutionalized and standardized management. Marketing and customer service work has been continuously upgraded, and has achieved rich returns. While obtaining good economic benefits, Sheraton Hotel's popularity in Zhangpu has also expanded to the whole of Zhangzhou. Today, as the general manager of Sheraton Hotel, I will give you a 20xx work summary and 20xx work arrangement.

First, review the main work in 20xx.

The work in 20xx years can be summarized as "one center, two key points and three things to be grasped", specifically "customer-centered; Attach importance to the image of management tree and develop a strong brand; Grasp safety production, grasp cultural training, and grasp energy conservation and efficiency. " I will elaborate on it below.

1, a center: customer-centric.

"Customer is God" takes customer's demand as the goal and customer's satisfaction as the standard, which is the creed that every operator must abide by. However, how to make customers enjoy the feeling of "God" from their actions can not be demonstrated in one sentence, but should be put into action in many aspects: by understanding the needs of customers, improving the quality of employees, improving management level, providing a comfortable environment, improving service quality and so on. According to the customer's needs, improve our working methods and measure our achievements according to the customer's satisfaction. Only by satisfying customers can the hotel have a higher development, so the hotel's work throughout the year always revolves around this center.

2. Two key points: attaching importance to the image of management tree and developing strong brands.

Attach importance to the image of management tree: scientific decision-making and collective efforts. An enterprise must have an effective management system if it wants to develop. According to the requirements of each work, the hotel leaders made the annual work plan and put forward the overall work ideas to guide the development of each work. All the staff of the hotel are consistent from top to bottom, and Qixin has made certain contributions to income generation, profit creation, excellence creation and stability creation, and achieved considerable results. Enhance the pertinence and effectiveness of seeking truth and being pragmatic through mobilization; Further clarify the scope of functions and the long-term mechanism of various responsibilities; Standardize learning requirements; It broke the mediocre concept of being mediocre and not striving for progress, improved the enthusiasm and initiative of hotel staff, greatly improved the quality and level of service, and also formed a brand for the hotel in Zhangpu industry.

Focus on developing a strong brand: in 20xx, Sheraton Hotel's annual room occupancy rate reached x%, the average room price reached X yuan/room, the dining rate reached xx%, and the average daily income reached X million yuan, ranking among the top in the same industry in Zhangpu. These are all due to the improvement of hardware facilities and service quality. As the top four hotels in Zhangpu, we have unique advantages, but we also know the fierce competition in the industry. Whoever can stabilize more customers can achieve longer-term sustainable development. In 20xx, the hotel actively searched for customers, analyzed the competitive situation of the county in detail through market research, signed fixed agreements with many units to stabilize customers, and demonstrated the hotel's quality service from beginning to end in the reception of the county party Committee. On the other hand, through the efforts of employees of various departments in Qi Xin, we will strengthen the hotel's publicity and marketing, use the media to promote ourselves, actively seek and cultivate new customers, strive to improve service awareness, and establish a good image of the hotel in an all-round way. Establish Sheraton Hotel brand in Zhangpu and surrounding areas.

3. Pay attention to three things: safe production, cultural training and energy saving and efficiency improvement.

Pay attention to safety production: the hotel adheres to the policy of "safety first, prevention first" and the principle of "safety is no small matter" to do safety work in all directions. Sign and gradually implement the target responsibility system for safe production. In particular, the fire safety management of restaurants, staff quarters, food hygiene, vehicle storage, rental housing and other key and weak links. It has been strengthened to ensure that the responsibility lies with people; Adhere to the safety and health inspection, timely rectification of existing security risks; The Engineering Safety Department has strengthened the supervision and tracking of potential safety hazards and habitual illegal rectification. Check in place, operation specifications in place, timely rectification, eliminate potential safety hazards. Greatly improved the safety awareness of employees and managers.

Grasping cultural training: the hotel has always paid attention to the formation of corporate culture and the training of employees, improved the training methods, adopted the mode of combining centralized training with flexible training, combined with the knowledge structure of service personnel, identified the characteristics and weaknesses of the department, and focused on the standardized training of service skills such as store rules, etiquette and courtesy to promote the improvement of hotel management level and service quality. At the same time, establish and improve the regular meeting system before class, summarize the work of the previous day in time and arrange the work of the day. Pay attention to education, guide service personnel to establish the idea of "guests first" and serve customers with the needs of customers as the main line. It is required to meet the reasonable requirements of customers as far as possible in customer service; Change the concept of "being afraid of trouble, wasting time and effort". Strive for a breakthrough in service, expand the image and influence of the hotel with the reputation of guests, and greatly improve the overall service quality. Throughout the year, * * * awarded outstanding employees, who are outstanding among all employees, outstanding representatives of Kaidu people and the pride of Sheraton Hotel people. We should learn from them, their dedication, and their hard-working attitude. Learn more about their friendly and thoughtful ideas for customers.

Focus on energy conservation and efficiency improvement: First, strengthen financial accounting management. Each business department accounts for revenue and expenditure on a monthly basis, analyzes the operating income and cost control, and takes countermeasures in time when problems are found. The finance department strengthened the audit of daily income and avoided the loopholes of cashier. Timely collection of all kinds of accounts, as far as possible to avoid the occurrence of flow, leakage, dormant account. Secondly, all departments do a solid job in the basic work of cost accounting and cost management, strictly control the unproductive expenditure of the hotel and reduce the management expenses of the hotel. Strictly abide by the examination and approval system in the procurement process, and the procurement department communicates with the warehouse in time to cooperate with the inventory to avoid the backlog of materials. Thirdly, in daily management, all departments pay attention to the education and guidance of employees' saving concept, which improves the hotel employees' saving awareness. In the management of hotel equipment and facilities, in line with the principle of combining maintenance and repair, repairing the old as new, paying attention to the maintenance of equipment and facilities, summarizing and improving the wrong operation methods that are easy to damage equipment and facilities, and preventing problems before they happen; Implement maintenance into the details of daily operation, and form good operating habits in necessary links.

Of course, during this year, the hotel also highlighted some existing problems, some of which came from the feedback of guest complaints, and some were found by the hotel department. Specifically, there are the following aspects:

1, facilities and equipment are not perfect.

2, personnel is not perfect, personnel turnover rate is too high.

3. Service skills need to be improved. Service skills are mainly reflected in the comprehensive qualities of personnel, such as cultural literacy, professional knowledge, foreign language level and service ability. The hotel has not worked out a feasible "performance appraisal"; Individual behaviors such as arbitrary execution occur from time to time in some managers.

4. The service quality needs to be optimized. From many inspections and guest complaints, it is found that the service quality of employees in various departments and positions in the hotel is high and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, careless cleaning and untimely equipment maintenance have also affected the overall service quality of the hotel.

5. The marketing department has not formed a strong customer team.

In a word, the achievements in 20xx years are attributed to the unremitting efforts of all staff. Dear colleagues, through our unity, cooperation and joint efforts, Sheraton Hotel has made greater progress in the past year, with more standardized management and perfect system. We in Sheraton Hotel can proudly say that we have written a new glorious chapter for Sheraton Hotel.

Second, the 20xx annual work deployment

In 20xx, the market competition we are facing will be more intense, and the number of tourists needs to be further increased. The objective situation requires us to further improve efficiency. According to the request of the chairman, our operating income this year will increase by% compared with last year. As long as we actively reform and tap the potential, we are confident to complete the task. In front of us are opportunities and challenges, pressure and motivation. There are no insurmountable difficulties in front of Sheraton Hotel people. I believe that as long as we seize the opportunity, we can overcome all challenges.

In order to successfully complete the annual task index of 20xx, efforts must be made in the following aspects:

1, tap the potential internally, expand the source of tourists externally, and * * * improve the occupancy rate of customers and the dining rate of restaurants. Continue to work hard on all-staff marketing and all-round service. Everyone in Sheraton Hotel is a waiter and everyone is a marketer. There is service in marketing and marketing in service. Establish customer files, understand customer hobbies and provide good service. In order to expand the influence of Sheraton Hotel in Zhangpu County and even Zhangzhou City and adapt to the needs of different customer groups, we should take advantage of all festive opportunities to carry out colorful special promotional activities. There are many business opportunities everywhere, such as "go out, please come in", door-to-door delivery, sending greeting cards, giving discounts, etc., to let customers know about Sheraton Hotel and enjoy its services.

2. Carry out quality service and strive for excellence, and provide a stage for employees to display their talents. Continue to carry out quarterly outstanding employee selection activities, and distribute funds to the elected employees as the main basis for job promotion. Create a strong atmosphere of striving for advanced and learning advanced in the whole company, and promote the improvement of service quality.

3, do a good job in service guarantee, all for the needs of customers. Housekeeping department and catering department are the front lines of the company, serving customers directly and representing the image of Sheraton Hotel. The image of Sheraton Hotel first depends on the services of Housekeeping Department and Catering Department. Seriously sum up service experience, improve service quality, make customers happy and satisfied, and strive for a return rate of 100%. In addition to doing their own jobs, other departments should also do a good job in the service guarantee of the housekeeping department and the catering department. The finance department should handle foreign-related finance in a timely, accurate, fair and reasonable manner, do a good job in material procurement, and ensure the first-line demand. The security engineering department ensures the normal operation of water, electricity, heating, cooling and gas, keeps the equipment in good condition, saves energy and reduces consumption, and directs and manages the vehicles of customers and employees. Personnel departments should do a good job in staff selection, staffing management of human resources, performance appraisal, salary management and staff training.

Colleagues, this year is the sixth year that Sheraton Hotel has opened, and it is also the first year that Zhangpu has become an excellent tourist county. We need the correct leadership of hotel leaders and the joint efforts of all colleagues to seize this great opportunity. Let's unite, forge ahead and innovate, realize the rapid economic benefits of Sheraton Hotel, lay a solid foundation for Sheraton Hotel with excellent performance, and work hard for Sheraton Hotel brand!

The personal year-end summary of the front office manager of the hotel has passed year after year, and in a blink of an eye, the new 20xx year is coming. As the general manager of xxx Hotel, in the past year, I strictly planned the development plan of the hotel, worked hard with leaders and colleagues of various departments, and actively made suggestions for the development of xxx Hotel.

In the past year, although the market was not smooth, we made serious improvements and actively expanded our business. Although the final result is not particularly outstanding, but this year's work growth has gained a lot.

Looking back on the situation this year, although we have gained a lot in our work, there are also many shortcomings and aspects worthy of summing up. Here, I summarize my personal situation this year as follows:

First, ideological adjustment.

As the general manager of xxx Hotel, in this year's work, my own ideological pressure is also great. It's very difficult to start work at the beginning of the year. Many problems, even dealing with my own work, are overwhelmed and I don't have more energy to think about other details of the hotel. This has also led to many problems in the work.

Fortunately, I realized my own shortcomings in time at work and learned a lot. Later, I improved myself ideologically, managed my state well, and the problems at work gradually improved. Plan the development direction and management requirements of the hotel this year and get the approval of the leaders.

Second, the work situation

In this year's work, we have made strict adjustments according to the situation of hotels and markets, and made strict improvements in business and services, giving full play to the advantages of hotels, grasping the selling points of seasonal and holiday gifts, and doing extensive activities in selling holiday traffic, which has better restored the previous shortcomings.

In addition, during this year, we focused on strengthening the management of employee services. Through the active management of employees, the self-service has been strengthened, coupled with the improvement of hygiene and decoration, it has achieved good evaluation among new and old customers, and the evaluation on various network platforms has also improved, which has brought good help to the promotion of sales performance.

Third, lack of self.

I still have many shortcomings in the way I manage my work. Some aspects were too hasty to listen to the opinions of employees. As a result, many employees were vacillating and confused from the beginning. Fortunately, after timely adjustment, the problem has been basically solved, but this problem is still in my mind, and I will remember my own problems well. And in the next work, listen to the opinions of employees, cultivate excellent staff groups of xxx hotel, and make more contributions to the development of the hotel.

20xx years have passed, but we will work hard and strive for better results in the coming year!

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