Catering hotel manager year-end work report

Dear employees and friends:

One year is about to pass, and the new year is coming. At this moment of resigning the old and welcoming the country and celebrating the whole country, I am here with the common wishes of the hotel's top management, and with great excitement, to all the colleagues present. I would like to express my heartfelt gratitude and heartfelt holiday greetings.

Performance review

The 200* year is the most crucial year for hotel infrastructure construction, and it is also the starting year for comprehensive renovation and renovation. It is also the most severe year facing the situation. Under the hard work of the comrades, the hotel groped, built, reformed, and operated; while accepting the test, summing up and improving. In an effort to overcome various difficulties, on the basis of earnestly studying the successful experience of advanced hotel management at home and abroad, the company has carried out active and preliminary explorations on renovation, operation and management modes. On the one hand, according to the economic environment of xx city and the development strategy of the hotel, the business orientation was clarified, and the business of the second floor restaurant, the 18th floor restaurant, the 4th to 17th floor rooms and the third floor restaurant were renovated around the business orientation. To ensure that the hotel's hardware construction meets market demand and determine market leadership while ensuring that the target customer base is met. On the other hand, with "institution, innovation, collaboration, supervision" as the four elements of management, paying close attention to basic management, initially completed the establishment of the system, and initially established a quality control system and customer satisfaction system, basically established a comparative The team of employees in line with the development of the hotel will lay a certain foundation for the future development of the hotel.

In the past year, the hotel has been advancing in exploration, making progress in pioneering, accumulating rich experience and achieving certain achievements. The main thing is to "catch a center, realize two bright spots, and do a good job in three basic constructions."

Do a good job in three basic constructions

The first is the construction of infrastructure, the second is the construction of management systems, and the third is the construction of the workforce.

1. Continuously strengthen the construction of the workforce.

“People-oriented, kind-hearted employees” is a fine tradition that our hotel has always followed. Employee leave system, marriage leave, maternity leave system, salary adjustment system, year-end reward system and outstanding employees' study and study system all reflect the hotel's deep concern for employees. The average salary of most employees exceeds 10% of hotel benefits. The wages of employees in general private enterprises in xx city are only about 5% of the company's income. Only this time, the hotel's investment in employee treatment is more than 500,000 yuan more than the average private enterprise. Being kind to employees is not only reflected in the wages of employees, such as paying for work, more work and more work, more important, and more importantly, on the big stage of xx Grand Hotel, the talents of employees have been fully demonstrated, xx Grand Hotel It has become the best place for employees to realize their outlook on life and values. As some colleagues have said, it is really able to reflect the ability, the mediocrity, the inferior.

2. Vigorously carry out infrastructure construction.

In the fierce market competition, the expansion and renovation of the third floor restaurant, revolving restaurant and staff canteen were successfully completed in the first half of last year. In the second half of the year, the second floor of the restaurant and the renovation of the guest room. Under continuous construction, under the direct leadership of Director Wu and Sun, the comrades of the engineering department obeyed the distribution, obeyed the dispatch, and also paid hard work. When the third floor office and main building heating were installed, it was in the peak season of marketing, but it was put into use in half a month before and after, and the speed of Shenzhen was once again created. At present, the accumulated investment in hotel infrastructure construction has reached xxxx million yuan. After the renovation, the xx Grand Hotel has become a comprehensive hotel integrating catering, accommodation, entertainment, shopping and business.

3. Gradually improve the management system.

In order to further push the hotel into the standardized track, under the auspices of General Manager Xue, the hotel management committee was formed to solve the fundamental problems of system construction, correct the wrong practices of power greater than the system, and formulated “fair, fair and open”. The Sangong” hotel management system has improved several major reforms in the personnel system, the internal mechanism of labor and wage distribution.

Caught a center

Last year, we firmly grasped the marketing center, and all employees carried out various tasks centered on marketing. The hotel staff are all salesmen and promoters, all of whom are waiters. Especially in our marketing department, everyone has a strong sense of marketing and service, and has stabilized the old source of customers and constantly opened up new sources of customers.

Realized two highlights

The two benefits of hotel room occupancy rate and restaurant attendance rate are realized.

In 200* years, the annual room occupancy rate is 65%, and the average room rate is 120 yuan. It is in the forefront of the same industry in xx city, and the guest room department basically completed the task last month. The achievement of these gratifying achievements is the result of the efforts of all the staff of the guest room department, and it is also inseparable from the strict management of Deputy General Manager Li. Their management system is clear, they insist on daily morning meetings, weekly meetings and weekly meetings, monthly and monthly summaries, timely resolution of existing problems, praise for advanced, clear priorities for next steps, improve service quality, and achieve personalized and humanized services. Increased guest check-in rate.

In 200* years, the restaurant has a seating rate of 65% and an average daily income of RMB 0.92 million. The results are also very gratifying. Especially after the renovation of the second-floor restaurant and the third-floor restaurant and the adjustment of the business strategy, the restaurant revenue has grown by leaps and bounds, which are beneficial to the improvement of hardware facilities and the improvement of the quality of the dishes. Under the efforts of the kitchen, the hotel's dishes have basically formed their own characteristics: the second floor is dominated by high-end banquets, high-end reception groups, and the third floor is dominated by wedding banquets. Our chef Yao leads a group of famous dishes such as Wang Chu, Zhang Chu, Meng Chu, Yu Chu, and Zhao Chu. They introduce new dishes almost every week, attracting many foodies and customers to visit our restaurant. In the past year, they have rarely rested, but there are few complaints. They always stick to their jobs. No matter how long they work, they have multiple tasks, and they have never affected their work. It is precisely because of such a group of good comrades that XX Grand Hotel has a large number of repeat customers. The restaurant service staff smiled at the customers, treated the guests, and provided timely, accurate and thoughtful services. It was also welcomed and praised by customers.

In the past year, through the joint efforts of all of you, the work of various departments has also improved a lot:

1. Under the leadership of Director Li, our finance department has made clear the items such as the hotel financial day, the week, the month, the month, etc. The written items are clear, and the final accounts are made at the end of the year. Annual hotel budget for the year.

2. The employees of the engineering department always do their own work, silently supporting the work of various departments in the background, ensuring the normal operation of the hotel equipment.

3. The Purchasing Department completed the procurement task of the hotel throughout the year in the case of a large amount of funds invested by the hotel. It is not simple.

4. Under the correct leadership of Director Wang, the Office and Quality Inspection Department actively coordinated the relationship with external functional departments, creating a good external business environment for the normal operation of the hotel, minimizing the cost of each hotel and strengthening the internal The coordination of various departments, timely intervene in some difficult, doubtful, and hot issues to ensure the normal work of all departments.

5. Safety management is an important task in the development of hotel management. Strengthening the construction of the maintenance team is an important guarantee for ensuring hotel safety. In order to improve the overall quality of the maintenance team and effectively play the role of the security guard, under the leadership of the manager of Zhao Haibin, vigorously carry out business training and inspection work to ensure that the hotel operation has no major accidents throughout the year.

Last year, the Ministry of Personnel improved the recruitment method. In the recruitment process, we insisted that “we are looking for employees who are willing to serve the guests” and have obvious effects through talent exchange centers and online recruitment. The hotel has 10% of employees with college education or above, 50% of high school and secondary school education, and the overall cultural quality of the staff is relatively high. The Ministry of Personnel has broken the traditional training methods in coordination with various departments. On the basis of doing a good job in public class training, the training of ideological concepts, moral concepts and professional concepts has been emphasized, and the effect is obvious.

The achievements in the 200* years are brilliant, and the accumulated experience is rich. At this meeting, I can’t list so much detail. I want to emphasize that the fundamental reason for achieving work results depends on the unremitting efforts of all employees. Work together. During the period, a large number of outstanding employees and advanced collectives and advanced teams emerged. They are the advanced representatives of all employees and the pride of our xx hotels. We must learn from them and learn from them the spirit of dedication and dedication, and learn from them. Dedicated, diligent and diligent work attitude, we must learn from their customer-friendly, meticulous service concept.

Employees and friends, through the solidarity and cooperation of all of you, Lunan Hotel in the past year, management tends to be standardized, the system tends to be sound, and has made certain progress, basically completed the operation and management throughout the year. index.

Looking back at the hotel work in the past year, we deeply feel that all the work of the hotel cannot be separated from the hard work and help of all the staff. Thanks to the good foundation laid by the hotel management over the years, the hard work of the hotel staff is condensed. The past year is a year of new development for old hotels. It is a year of re-establishment and planning of our old hotel. It is a very unusual year. The difficulties and problems encountered are much larger than expected. The results are much more than imagined.

However, we must also be soberly aware that there are still many contradictions and difficulties in the development of the current hotel. Mainly compared with the advanced coastal hotels, our hotel's hardware structure is unreasonable, the software level is low, the total operating income is not enough, the management and service quality still need a higher level, and there is still a big gap from the modern hotel management standards. The soft and hard tasks are still very arduous. The benefits of hotel development have not been fully reflected in the financial income, and the contradiction between income and expenditure is still prominent; the material basis of business security is weak, the amateur cultural life of employees is lacking; the hotel functions are more complicated. Management awareness needs to be further strengthened, which is reflected in the following aspects:

1. Lack of ownership.

The lack of a strong sense of responsibility and love for the hotel did not lead to the idea of ​​“shopping my glory, shop ruining my shame”.

2. The overall quality of individual management personnel needs to be improved.

Outstanding performance in career, professionalism and responsibility can not keep up with hotel development needs, work standards are low, big things can't be done, small things are smashing every day; work is arbitrarily strong, can push and push, can drag and drop, very individual management The staff reminded me of the work arranged by the superior. In addition, the work is not willing to go deep, not solid, like to do superficial articles, work on speculation, and only practice singing, not practicing internal strength. There is also no research on industry knowledge, no study, lack of hotel expertise, and no solution to the work under its jurisdiction, self-righteous.

3. The awareness of all employees is still too weak.

Although there are certain reductions in cost and expenses, there are still huge potentials to be tapped. Many employees still have not developed good habits of saving water, saving electricity and saving energy. There are still many loopholes in management, which makes hotel property loss and waste, and benefits from savings. The consciousness is not strong.

4. The awareness of individual employees is low.

From the middle to the middle management, down to the employees, the standards are different, the ideas are different, and there is no real service mechanism with service as the core. Even some people have serious localism, which greatly hinders the improvement of the overall service level of the hotel. The work efficiency is low, and the reasonable demand for the guests and other departments cannot be quickly reacted and solved immediately.

5. The spirit of teamwork tends to be superficial.

There is a lack of communication between the first line and the second line. First, lack of initiative, develop the habit of relying on others, afraid of taking responsibility, second, shirking, not willing to do a little more; third, individualism, do not want to be green leaves for others, do not want to cooperate with others.

In the past year, we have had experience and lessons, that is, we have achieved results and tried our lessons. "One year is in spring, one day is in the morning." In the new year, we must all agree, grasp new opportunities, meet new challenges, face new problems, overcome new difficulties, and write a new chapter. Adhere to the management as the center, the slogan of “taking guests first, and serving with emotions” is implemented, and comprehensively implements detailed services to continuously improve the visibility of hotels. Training reserve talents is the focus of work in the future, and those who have love Dedicated and innovative employees carry out targeted training and training to set the stage for them.

In short, in the new year, the situation we face is severe and the task is heavy. At the same time, the hotel is also promising. Difficulties and hopes are at the same time, challenges and opportunities coexist. Let us cheer up, work together, work hard, work hard, seize opportunities, meet challenges, and work hard to create a better tomorrow for Lunan Hotel!

Finally, I wish the staff a happy new year, good luck and good health! thank you all.