2014 hotel annual work summary

Hotel annual work summary

The year of xxxx is about to pass, and a new year is coming to us. Here I will review the work of the year: Since the beginning of the general takeover in March, the hotel has undergone earth-shaking changes. Dispose of used items by clearing the property to the hotel. A large amount of money has been invested in the renovation and renovation of the catering and guest rooms, which has given the hotel a new look, providing guests with an elegant and comfortable environment and a feeling of being at home. Created a home away from home. Aiming at the problems of aging of the central air conditioner and serious water leakage, the use of the split air conditioner was re-installed, which saved energy and solved the environmental protection problem of the air conditioner. For the smell of the room, the ventilation through the window has been fundamentally improved.

The second floor has been transformed into a first-class restaurant in the city, and the newly-launched signature dish “Canal One Pot Fresh” is well-known.

The hotel pays more attention to the construction of employees' spiritual civilization, creates a good living space for employees, transforms the staff restaurant, adds new food and beverage equipment, and adopts a meal-sharing system. To disinfect the tableware for each meal, and to develop employee recipes, in order to enrich the staff's spare time, the Golden Autumn Party was held in October, and the employees compiled their own programs, each of which debuted, not inferior. In early November, the hotel management company The selection of smiling ambassadors and skill competitions have emerged, and various positions and learning paces have emerged. All of this, employees can only return to the hotel through hard work.

I came to the front office for a month, and for the first time thanked the leaders for giving a platform for development. The assistant manager of the lobby, on behalf of the general manager, accepted customer complaints and investigated and handled internal complaints. Visiting the rooms from time to time every day, the form is mainly based on telephone calls and visits. Some opinions and suggestions from the guests are actively adopted and resolved, which laid the foundation for the future development of the hotel.

The front office is the sales window of the hotel. In the off-season of the housing, the Ministry of Housing and the Ministry of Housing have launched some preferential activities, aiming to bring more repeat customers and let the guests come again. The newly implemented loyalty card event, where there are 8 free gift rooms. These preferential activities have been unanimously recognized by the guests, and at the same time, the hotel has obtained certain economic benefits, and the popularity has increased.

The front hall reception is the first window facing the guests. The guests are presented with a good sense of service, skilled business skills, a welcome voice, and a voice to the guests. These are the work we face for each guest. The process, the front office actively cooperated with the marketing department to receive various types and sizes of meetings. The successful reception of the meeting was unanimously recognized by the leaders. However, although we have obtained certain reception experience from the reception, there are still certain insufficient.

The concierge is an important post of the hotel. After the guest arrives at the store, the porter should take the initiative to welcome the guests and lead the guests to the main station to help them carry the baggage. They must be very careful not to damage the baggage when handling. Valuables should be taken by the guests themselves. When registering for the accommodation, the porter must stand by and wait for the guests to arrive at the room. All of these are bringing vitality and hope to the hotel, the renewal of hotel equipment, the improvement of service projects and the improvement of staff service standards will be the first step towards striving for a four-star hotel.

While seeing the results, we are also deeply aware of and understand the shortcomings:

1. Lack of flexibility and initiative in service;

2, the front desk reader is aging, resulting in a card reading error, often causing customer complaints;

3. Individual employees are not skilled in business operations;

4, the lack of initiative of the concierge work, making the gold key service standards become a piece of empty talk;

5. The fax machine in the business center cannot be used normally, and the photocopier is aging, which affects the income of the business center.

Find problems and solve them in time, including software and hardware. I believe that through our efforts, we will usher in a more brilliant year. Hotel lobby department work summary essay

Xxxx year work plan

First, strengthen business training and improve the quality of employees:

The front office is the facade of the hotel. Each employee must have direct contact with all kinds of guests. The attitude and service quality of the staff reflect the service level and management level of a hotel. Answering phone language skills training, receptionist courtesy and sales skills training, concierge's workflow training.

Second, instill in employees the awareness of “open source and reduce expenditure, increase revenue and reduce expenditure” and control costs.

The business center will do a good job in the statistics of the papers used by various departments, and use the expired statements to print the draft paper. The staff of the accommodation will promote water conservation and electricity, and control the office supplies. Use every piece of paper, each pen, through these controls, to make the hotel's revenue contribution to the front office.

Third, strengthen the sales knowledge and sales skills of employees, and improve the occupancy rate.

According to market conditions, the front office actively promotes the sales of scattered rooms. The sales of the loyalty cards launched in xxxx is very popular among FITs. At the same time as the hotel's preferential policies, the receptionist has a significant increase in individual account rates based on the occupancy of the day, and the occupancy rate has increased. The receptionist must not only receive good reception, but also every guest who enters the hotel. As long as guests come to the front desk, they must try their best to let the guests stay and strive for more occupancy.

Fourth, pay attention to the coordination between the various departments

The hotel is a team. The coordination between the departments is very important. The front office is the central department of the hotel. It has a close relationship with the catering and guest rooms. If there is a problem, we should take the initiative to coordinate with the department. Avoid things getting worse, because everyone's purpose is for the hotel.

5. Stabilize the workforce and reduce the mobility of employees

In the work, we must be self-disciplined, and we must establish our own image in front of the employees, let the employees think that you are a trustworthy leader, a respectable leader. Care about them in life, treating employees as their brothers and sisters, and persuading and guiding them correctly.

Sixth, "hardware" aging, "software" supplement

As the saying goes: Reach out and make up the smiley face, and make up for the lack of equipment aging by improving the quality of service. Through an apologetic smile, I think the guests will understand.

Seven, do a good job in the room preparation

According to the regulations of the Public Security Bureau, the front desk shall register each guest who stays, carefully implement the notice issued by the Public Security Bureau, and remind the temporary storage of valuables for each stay, and keep all kinds of statements in custody.

The new year is about to begin, and all staff in the front office will provide quality services to the guests with a new spirit and practical actions. It is our attitude to carry out a smile and say hello. It is our action service theme.

Hotel annual work summary

First of all, after the year of integration and development, the marketing department has gradually matured its own marketing work and expanded its own market. The comprehensive promotion of Shangda Hotel to the tourism market has improved the visibility of the hotel and strives to maximize the economic benefits for the hotel.

According to the work at the beginning of the year, each of them is implemented conscientiously. The work of the annual marketing department focuses on the marketing of business FITs and conferences. Due to the geographical location of the hotel, the occupancy rate of individual passengers is low, and the marketing of the whole year is low. The occupancy rate of individual passengers, we increase the marketing efforts of business guests, visit important companies to sign business agreements, and develop different marketing plans according to different seasons, targeted visits, such as the tourist season, we have better ground connection The travel agency seriously returned and, most of the locomotive meetings were held from December to January, and we contacted the dealers in time. Pave the way for the overall sales of hotels in the peak season. In the usual process of sorting out customer files, we categorize regular return visits and continuously develop new customers. A total of 454 agreements were signed by the end of the year.

In September xxx, I went to the hotel as the marketing manager. In xxx, 10 hotels were officially listed in Samsung. This provided the publicity chip for the marketing department, and also raised the overall level of our hotel to a higher level, which is conducive to the marketing of the hotel.

With the rapid development of the Internet, the promotion of the Internet not only enhances the popularity of the hotel, but also improves the overall occupancy rate of the hotel through the Internet company. At the end of the year, a total of 54 network reservation companies signed a network cooperation agreement. We increase the commission rate for important Internet companies, and use their publicity to let customers know more about the Shangda Hotel through the Internet, such as Ctrip, Elong, Hengzhong Weiye and other Internet companies;

At the same time, in this year, we received more than 30 large, medium and small meetings of Changjiang Zongshen Longhengyun locomotive company, Kelon Electric, Weijun Company Mengniu Dairy University of Traditional Chinese Medicine, Railway and Global Travel, for each At the reception of the conference, all departments were able to seriously cooperate with the marketing department and successfully complete the reception work of the conference. The guests gave affirmation to our work. I sincerely thank the leaders and employees of various departments for their support of our marketing department.

First, internal management

The hotel has its own website. The marketing department is responsible for the maintenance of the website and the updating of the content of the website. It promotes the influence through the network, and promptly and accurately publishes the hotel's news and news, letting people know about the hotel, and we propose The new hotel website construction program, which laid the foundation for the future development of the hotel website.

Second, the inadequacies

1. External marketing needs to be strengthened. Now we have relatively few FITs; we don’t get timely information about meeting information. Sometimes we don’t pay enough attention to the reception work, we don’t pay much attention to some details, and the problems we consider are not comprehensive enough. Sometimes, due to the lack of timely communication, the information is not accurate enough; it affects the overall marketing and reception of the hotel. In the future, the work should be carefully and meticulously avoided, and timely communication can be achieved, thus reducing work errors. Hotel Marketing Department work summary essay

Third, the work plan:

1. The main work of the marketing department is to increase the occupancy rate of individual passengers and increase the marketing of conference and tourism teams. Although the location of the hotel is not ideal, we have other advantages, because large conferences can enjoy the environment of being alone. It is most important for the tourism team to provide reasonable prices and excellent services. At the same time, guests who make reservations through the Internet should not be neglected. We will strive to improve the occupancy rate of the Internet this year, change the existing working methods, increase the number of our business FIT, improve the quality of customers, and deepen the understanding of our customers. Therefore, we must strengthen the overall marketing force of the marketing department, improve the marketing level, in order to ensure the hotel's certain occupancy rate and efficiency, the price of the room should also accompany the market, according to the characteristics of light, flat, peak season, and different source markets, more flexible The price countermeasures first conducted a market survey of the same-grade hotels in Harbin, accurately grasping the information and dynamics of the tourism market, and analyzing the competition situation of other hotel occupancy rates, providing accurate reference data to the hotel, adjusting hotel marketing strategies, and proposing hotel price policy implementation. Program. Adapt to market competition needs. At the same time, according to the marketing season of the tourism market, the corresponding marketing plan is made, and the promotion plan is proposed to strengthen contact and communication with the old customers. At the same time, new customers are established, and the meeting information is accumulated during the off-season, and the marketing of the catering is strengthened. Entertain the work and ensure the quality of service. Redesign the hotel's website to have a web page featuring Shangda Hotel. At the same time, the marketing department should update and maintain the website in a timely and accurate manner, so that the guests can understand the Shangda Hotel through the Internet.

Finally, I believe that the marketing department can take a new step in this year's work of the marketing department with the correct leadership of the general manager and the assistance of various departments.

Hotel annual work summary

Looking back at the work of the past year, there are many gains and experiences. All the staff in the room department overcame many difficulties and carried forward the spirit of not being afraid of suffering and not being tired, and completed the business indicators issued by the hotel. Received the Expo Forum, and other important guests. As the foreman, he carefully completed the various work requirements of the superiors every day, did a good job in room hygiene inspection and staff supervision, ensured the timely rental of the rooms, and made every effort to increase the income of the hotel.

First, change the working method: the new employees of the department are slower to make the house, and the quality of the health is more wrong. They are required to complain as little as possible, and each problem has been implemented. Try to implement everything to people and feedback. I am not simply ordering it to be rectified, but on the worksheet. The new employee helps the employee analyze the cause of the problem and find a solution to the problem. Demonstrate the operation methods, such as the technique of the pillowcase, the technique of laying the bed, etc. to avoid repeated occurrences of similar problems. It is also a change in my work this year than before.

Second, earnestly perform their duties and complete the tasks assigned by the superiors: In the work, although I only act as a general foreman, my work is not as simple as looking at the room, if a clean room is compared As a product, in fact, I am like a product quality inspector. When checking the house, strictly control the quality and strengthen the inspection of details, such as carpet smudges, under the bed, under the cabinet, etc., and insist on the “one day pass” system for the vacant on-duty, find problems in time and solve them in time, and strive to Omissions are minimized.

Third, do a good job in service work while caring for employees, to be united, friendly, mutual help, and common progress. Understand the personality, speech style, and physical condition of employees in their daily work. Avoid the feelings of boredom caused by busy work, poor physical condition, etc., which affects the work. Sometimes, when the employee encounters a cold, he actively helps them to make a bed, so that the employees can let go of their thoughts and earnestly put them into the work.

Fourth, assist the supervisor to improve the quality of the customer service and strengthen the service awareness; do a good job of on-site counseling for the service quality of the staff, and coordinate the team to do the staff training. Supervise the implementation of the situation, ensure that new employees master the skills, and enhance the skills of the customer service skills.

2019 is about to pass, I will adjust my mind to meet new challenges, and I will continue to do my part for the development of the hotel.