Summary of hotel management staff for half a year

Summary of hotel management staff for half a year

In XX, I have gone through more than half a year. Now it is the end of July. Over the past six months, as a manager, I have acted as a spokesperson for the interests of a departmental employee, as a follower and implementer of a departmental policy. A hotel employee and the subordinates of the leadership, I have the responsibility and obligation to constantly find out their own deficiencies, to find defects in the operation of their own departments, in order to help my work in the future to be smoother. Efficient management is the lifeline of the company. Yes, as a manager, our management is maintaining the lifeline of the hotel. I have to find a management route that suits me. I can feel a long way to go.

The work summary for half a year is mainly divided into the following aspects.

,service quality. The overall service quality of the department is good. There have been no complaints about employees and managers caused by the service, but there are obvious problems. The overall service of the employees is relatively mechanical. The employees only understand the basic meaning of the service and can do it without enthusiasm. Active, able to be patient but not thoughtful, employees lack flexible service methods. The objective reason is that the employee turnover rate is too high in the first half of this year, especially in April and May. The ratio of excellent employees is too high. The intern ratio is too high. There is also a lack of long-term and experienced service supervision with supervisors. A series of factors are intertwined and the overall service level is not enough. The main problem: not enough attention to key customers, including vip, duty manager, special needs to care for customers.

Internal management. In addition to an employee's night shift to violate the employee's manual was severely warned, there was no major violation of the hotel rules and regulations in the first half of the year. For the catering department to compare the implementation of rewards and punishments, all employees can implement the rules and regulations. After statistics, it is the event that the employees of our department mainly violated the rules of reward and punishment. Therefore, further punishment standards were formulated for this major problem. Deduct 1 point for 1-10 minutes late, 2 points for 10-20 minutes, 3 points for 20 minutes, and half of the intern, all employees can accept. The main problem: There are many employees who reflect that the internal management of the western restaurant is too strict, so the internal self-correction and adjustment are often carried out.

, system formulation and implementation.

a. The hotel implemented a two-week system in March. While implementing the general direction of the hotel system, the working hours were adjusted according to the actual situation of the department. The employees implemented the double-stay system, but when the working hours were excessive, the shift time of each shift was reduced. , reducing the shift time of the shift, and all the unnecessary time as the negative time processing becomes the human resource cost saved by the hotel. Under the premise of not affecting the operation, the shift time will be shortened. For example, the working hours in the lobby bar will be adjusted from 7 hours to 7 hours or 7 and a half hours. The shifts of each position were adjusted.

b. Develop a cycle health system. Re-adjust the sanitation system of the western restaurant, fully consider the actual situation of the western restaurant, and formulate the cycle health system, and include the peripheral sanitation in the normalized sanitation, such as the western restaurant stairway, the water garden fence, the marble floor, etc., and the implementation is basically in place, no Once again, the general manager and the duty manager reported that the external hygiene was unqualified. However, there are also a series of small problems. It is still impossible to completely solve the health maintenance under the condition of Chinese food. The foreman is not strong enough to check the cycle health, and the regional health of employees needs to be improved.

c. Re-creating the menu and the menu rack solves the problem that the duty manager reflects the lack of the dirty dishes and the dishes that the employees reflect.

d. Reflecting the settlement of the voucher system. In response to the occurrence of the occasional evasion event, the superior leadership reflected the financial cooperation to move the western restaurant cashier to the lobby, which solved the workload of the welcoming guest, improved the level of welcoming service, and solved the problem of difficulty in paying the bill.

Internal communication. From basically not communicating with employees to implementing periodic communication mechanisms with employees. Implement the monthly staff symposium system of the hotel human resources department. The department implements the foreman twice a month and supervises the monthly communication system to solve a series of problems encountered by employees in their work and life. It has indeed solved many of the problems raised by many employees in a few months. Inadequacies: Many employees' questions are beyond the capabilities of the department. Many problems need to be solved by other departments. Many problems require the hotel to solve the actual conditions but cannot be allowed. The problems that can be solved within many departments are not efficient enough and the implementation is also Some employees were disappointed.

Hygienic quality. The overall quality of hygiene was qualified. The duty manager found that the table was not clean and deducted once. The quality inspection found that the marble had a breadcrumbs deduction. In line with the cycle health system, the health management of the lobby bar is relatively in place, and there is no phenomenon of deduction of health. The health of the western restaurant is more susceptible to problems such as dirty corners.

Energy saving. In line with the hotel's energy-saving and consumption reduction policy, the lighting of the western restaurant will be adjusted again. At the same time, the energy-saving responsibility will be refined to each employee, and each shift will be refined. The interior lights of the restaurant will be closed to the passengers. And periodically publicize and explain the awareness of energy saving and consumption reduction in regular meetings.

Training system. In response to the unskilled ability of new employees to join the job, the policy of starting the post-training after the implementation of the department's arrangements. The two-day training period of the employee's entry-level department is conducted by the supervisor or the foreman to train the common business abilities, such as "courtesy and courtesy", "sound service", "tray practice", "meal service", "buffet tour" Wait, the staff will perform well after taking the post and will perform well. However, the problem at the same time is that the zero-point training, menu training, and English training for employees in the first half of the year are not strong enough.

For the first half of the summary, the main planning and rectification are as follows:

By combining the positive and negative incentive system with the service quality training system, the service quality of employees will be further improved. In the training, we pay attention to the training of employees' service awareness. At the same time, we refine the incentive system indicators of the foreman in daily supervision, and complete the minimum reward and the minimum penalty every week.

Continue to implement a strict internal management system, but adjust some of the reward and punishment standards, with humanity but not violating the system as the main purpose.

Let every employee and every foreman participate in the formulation of the departmental system, with the goal of “system management rather than management by people”, encourage employees to make better suggestions to improve our work, and make reasonable suggestions. Adopt and implement rewards.

Further strengthen the internal communication system, and solve the practical problems raised by employees as far as possible, and at the same time do a good job of explaining and communicating with employees, and digest the problems internally.

According to the 2-month cycle of health operation, the cycle health is adjusted, so that each shift has a workload, and the workload of each shift is suitable. To achieve the overall health standards.

Continue to strengthen energy saving and loss work. Reward individuals who perform well in energy conservation.

Develop a more appropriate training system for the department.

a. Summary and refinement of all departmental training, develop a training form, each employee can complete the training required on the form at the Western Restaurant, so that the training can be thorough, the training is not repeated, and the training is not missed. At the same time, the lobby bar and the training of the western restaurant will be subdivided.

b. Enhance the ability of foreman training.