How Do You Write The Front Office Manager'S Year-End Summary?

201* is about to pass, and we are confident that we will welcome 200*.

The past year is the year when our party successfully convened in the sixth Plenary Session of the 16th CPC Central Committee and the spirit of its conference encouraged the people of the whole country to keep pace with the times.

First, scientific decision-making and concerted efforts, the hotel achieves four points annually.

According to the requirements of the center, the general manager of the hotel set up the annual work plan at the beginning of the year, and put forward the overall work ideas for guiding the work. First, striving to achieve "three goals", and the two is accumulating the "three party advantages".

The overall thinking determines scientific decision-making and guides the development of all work throughout the year.

In addition, with the promotion of the "three in one" certification and evaluation, as well as the practice of various performance activities, especially the encouragement of the strong east wind in the fourth Plenary Session of the 16th CPC Central Committee of the second half of the year, the general manager team of the hotel has led various departments managers and supervisors, head leaders, and unites all the staff, and has made concerted efforts.

1, business income.

The hotel adjusts sales personnel, broadens sales channels, promotes housing reward and catering performance.

Related business measures increased business revenue.

The annual revenue of the hotel is 10000 yuan, which is over 10000 yuan over the previous year, and the percentage is over 10%. The income of the guest room is 10000 yuan, the income of the writing room is 10000 yuan, the restaurant income is ten thousand yuan, and other income is 10000 yuan.

The average annual occupancy rate of the rooms is%, and the annual average housing price is yuan / night.

Hotel rooms occupancy rates and average housing prices are higher than the average of four star hotels in the city.

2, manage profits.

Hotels should pay close attention to management, dig deep potential, save money and reduce expenditure, and reasonably employ workers.

Energy saving, material consumption, procurement and warehouse management, etc., advocate saving and strict control.

The annual operating profit of the hotel is 10000 yuan, and its operating profit margin is%, which is increased by 10000 yuan and% respectively compared with last year.

Among them, the labor cost is 10000 yuan, the energy cost is 10000 yuan, and the material consumption is 10000 yuan, which accounts for%,%,% of the total hotel income.

They were reduced by%,% and% respectively.

3, service creates excellence.

Through the introduction of brand management, the hotel strengthens the training of 20 words, such as "meter, smile, greeting", and strengthens the supervision and quality inspection of the management staff, and gradually improves the window image of the reception department and post, and constantly improves the quality service level of the staff.

Therefore, in May this year, the Municipal Tourism Administration organized an annual rating and grading of star hotels. Our store only deducted 2 points and got a high score of high quality service, ranking the top among the star rated hotels in the region.

In addition, in the reception service of large events, the sales offices, front offices, guest rooms, property, restaurants and other departments or posts received the commendation letter from the organizing committee respectively. They all praised the letter: "the hospitality of the hotel staff provides the necessary logistical support for our daily life so that we can complete the activity satisfactorily."

4, safety creates stability.

By making safety plans for large-scale activities, the hotel has achieved "six prevention" such as fire prevention and theft prevention, and there has been almost no accident in the whole year.

Under the guidance of the general manager of the hotel, shop leaders hold departmental manager feedback meetings daily, and make requests for information.

The security department arranges cadres and staff to increase their posts and overtime, diligently patrol, and keep close control.

Under the cooperation of relevant departments, group prevention and group control ensures that all activities are safe and stable.

The security guard squad of the hotel was also selected as an advanced team.

Two, keep pace with the times and enhance development. Hotels are changing dramatically.

The general manager of the hotel took the lead in organizing and instructing party members and cadres and all the staff to seriously study and understand the spirit of the fourth Plenary Session of the 16th CPC Central Committee.

Combined with the actual situation of hotel management, management and service, we should keep pace with the times, upgrade our quality and change our concept.

In the wave of market competition, the survival of the whole hotel has highlighted a pleasant change in the second half of the year.

It is mainly manifested in the positive mental state of cadres and employees.

The general manager of the hotel and the small meeting repeatedly stressed that cadres and staff should have a sense of urgency and should be motivated to cultivate "spirit and spirit".

The management services of the hotel are not high-tech, but have no profound knowledge.

The key is the subjective initiative of people. It is the mental state of a person, the loyalty and dedication to the hotel, and the understanding and application of the essence of management and service.

Shop leaders also inspire and guide everyone to broaden their horizons, learn and forge ahead, and unite and cooperate with each other through organizing various training exchanges between department managers, supervisors, foreman and staff.

In the process of completing hotel management targets, management objectives and reception tasks, we can achieve our own value and feel the joy of life.

As a result, there is less phenomenon of mutual buck passing and derogatory action between department managers. Instead, they exchange information, complement each other and respect each other. Two times a night, a routine check and a weekly quality check are taken off, and fewer people are absent.

In some large-scale activities, under the example of shop leaders, department managers lead supervisors, foreman and their staff to work overtime and work hard, while the work extension is very tired but keeps the spirit of refresh. It adds luster to the window image of the hotel.

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Three, brand management, hotels focus on eight major tasks

In the process of implementing the "three in one" 6S management certification process this year, the hotel held several thematic meetings, arranged training courses with different contents, and organized some pre examination and so on.

These have greatly promoted and guided the development of hotel management in a more standardized way.

At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, combined with the management objectives and work plans set out at the beginning of the year, the hotels and departments focused on eight major tasks throughout the year.

(1) do well in sales work with efficiency as the goal.

1, personnel adjustment.

The hotel sales department opened the front desk and other posts. Only the salesperson was famous in the first half of the year, more than 2 times the same size as the star rated hotel.

The reason for the analysis of the general manager team is that people are the responsibility of the main managers.

Therefore, the hotel has decisively adjusted the sales manager and reduced the personnel to the name, which has enhanced the sense of responsibility for leaving the staff to compete for posts and to take the initiative to promote sales.

2, broaden channels.

The original decomposition index of sales department depends on people and lacks scientific basis.

The management targets issued by the hotel are difficult to complete on schedule.

In view of the lack of market research, reasonable positioning and channel division problems in the first half of the year, the general manager team has studied and approved the "sales plan" in the second half of the year after adjusting the Department Manager.

In the original agreement company, the network booking room, the door-to-door only three natural sales channels, expand the exhibition, team, peer, membership card and other channels, set up the channel responsible person responsible for, and according to the proportion of tourists from all sources should occupy the proportion of the hotel's total customers, and accordingly decompose the index proportionately.

In this way, the first is to divide the channel science, the second is to decompose the indicators reasonably, three can inspire everyone's sense of responsibility and the initiative of sales promotion, four can gradually reduce the staff and increase efficiency, and the five obviously promotes the sales performance.

3, the housing reward.

According to the market positioning of the hotel as a business type hotel, with the reception agreement business guests and door-to-door customers as the main, with the network booking room, the exhibition team as a supplementary marketing strategy, the general manager team, referring to the successful experience of the hotel "room", has formulated a reward for the sales department receptionist to make a certain percentage of the sales according to the agreement price.

This room reward policy has greatly mobilized the receptionist's sales promotion enthusiasm and service attitude, so that the income of hotel door-to-door passengers has risen from 10000 yuan in the first half to 10000 yuan in the second half of the year, with an increase of about%.

4, window image.

In addition to making full use of the hotel's housing policy and increasing sales promotion, the front office of the sales department pays special attention to shaping the window image of the hotel.

First, reasonably sell the rooms to ensure the maximization of the hotel's interests.

For example, during this year's auto show and housing exhibition, a reasonable operation ensures the satisfaction of the guests, and also ensures the best interests of the hotel. The rental rate is more than 100% for several consecutive days, and the average house price has also improved significantly.

Second, improve the workflow and establish various inspection systems.

It is necessary to strengthen the revision and improvement of the front office in the process of receiving checkout, shift and so on, especially when using the "guest settlement bill" at checkout, which reduces the time for customers to wait for checkout, and changes the complexity and fallibility of checking accounts.

To strengthen the supervisor's on-site supervision.

By increasing the time of the supervisor to the front desk, it solved all kinds of difficult problems of the guests in time, and played a role of inspecting and supervising the smiling service of the employees.

Strengthen the double check work of supervisors and foreman.

Supervisors and foreman should be required to check and sign daily registration for each class, so as to enhance the sense of responsibility of supervisors and foreman.

This year there was no mistake in registration, visitor registration and Internet pmission.

In short, the front office, under the leadership of the general manager, has been closely monitoring, implementing the plan, grasping the opportunity and promoting sales effectively, creating a record for the hotel. The number of visitors from home has increased from% of the total income of the guest room to%, the highest daily income is RMB, the highest daily average housing price is RMB.

5, complaints handling.

The sales department, especially the front office, is the facade of the hotel. It is also a relatively concentrated place for guests to ask questions, reflect the situation, make suggestions and complain about dissatisfaction.

In line with the tenet of "guests first, service first" and "satisfying guests", from department managers to supervisors, foreman and receptionists, apart from being polite and hospitable, they can also resolve conflicts and properly handle complaints from large and small guests.

Over the past year, the sales department has handled and dealt with complaints from customers, which has reduced the economic losses of the hotel by about $7 million, and has won more hotel repeat customers.

In addition, according to the requirements of the general manager of the hotel group, the sales department began to start from passive sales to active sales, from disorderly work to orderly work, from inefficient negotiations to effective negotiations, from no market research analysis and other basic management to monthly market research and analysis, and customer sending room ranking, which has directly won a marked rise in sales performance.

The total revenue in the second half of this year was $10000, an increase of about 10% over the first half of the year.

(two) take reform as the driving force and do a good job in catering.

1, performance linkage.

Although the restaurant is a departmental post of the hotel, it has taken the lead in entering the market orbit on the management system. The performance related reform measures have been officially implemented in the restaurant. The operating income index of the restaurant is approved to be ten thousand yuan / month, and the total wage is controlled by ten thousand yuan / month.

At a certain cost and gross margin standard, if the quota is exceeded or not completed, the proportion of the total amount of the gross wage will be deducted according to the proportion of completion or uncompleted.

This performance linked approach, on the one hand, will bring negative effects to managers, waiters, cooks and other staff in restaurant kitchen, such as invisible pressure, lack of ideological work or improper management. On the other hand, it will make everyone pressure to become the driving force, and promote the restaurant and kitchen to do business promotion work consciously and actively.

Such as restaurants to open summer night market, increase breakfast varieties and so on.

2, competition for employment.

Apart from the reform of the distribution policy, the restaurant has more flexible employment and employment mechanism.

Managers can go up and down, employees can get in and out, work performance is hired, and so on. These are conducive to the smooth decree and prohibitions of hotels and departments.

Of course, if the main managers are incompetent or poorly managed, they will naturally have some adverse consequences.

But generally speaking, the restaurant's performance and competent supervisors are assigned to the responsible positions, and the conscientious employees are promoted to the foreman, and the incompetent supervisors, foreman and staff are discouraged, which promotes the work of the restaurants more or less, and provides a guarantee for the management of the revenue indicators.

3, test vegetables.

The hotel requires the chef of the restaurant to create several new dishes every week or at least every week. The shop leaders and relevant department managers will test the dishes to assess the business level of the cooks and sell the new dishes with basic satisfaction.

In the past six months, the restaurant has introduced new varieties of vegetables. Among them, iron plate spareribs dumplings, spicy beef tendon, Han flavor chicken, wild game, mixed beans and mushrooms are widely recognized by diners.

In addition, commendation and encouragement should be given to the excellent chef, and the chefs with poor technical skills should be asked to change in time.

In addition, the restaurant serves the hotel, and receives a total number of important guests for the whole year.

The reception and reception work of the restaurant has been affirmed and praised by the hotel and its superiors.

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(three) focus on customers and do a good job in property management.

1, patient room.

If the property department rent 3322 rooms, the owner is a travel agency, and is in the start-up stage. In order to reduce capital investment, we want to rent a room with a smaller size but a good location. So they look at 3322 rooms. The area near 18 square meters is very suitable.

However, this room has been booked by other guests.

They spent a whole day in the property department.

Later, the property department tirelessly introduced other rooms to them. After more than two days of continuous work, they rented 3346 rooms larger than 3322 square meters and 20 square meters.

With the hard work of all the staff in the property department, the rental rate of the office rooms has reached%, exceeding the level of the same period last year.

2, after-sales service.

Summer is here, air conditioning is not refrigerating, complaints, roof leakage, complaints; found that someone secretly used the company's supplies, complaints; in winter, heating is not hot, complaints; even the bathroom stool, have to complain.

Whenever the property department receives a complaint call, it never shirk its responsibility. First, apologize to the guests and find relevant departments to help solve it.

After solving the problem, we have to return the customers until they are satisfied.

3, collect room charge.

It is also a difficult task to collect room charge.

Some guests do not pay the rent on time because of some reasons. The property department actively urges accounts, not only to make phone calls, but to come to the room to collect the room fee when the time is paid.

(four) do a good job of guest room work on the premise of quality.

1, group morning meeting.

In order to ensure the quality and stability of the hotel's "guest room" quality, the housekeeping department set up the morning assembly system for the long bag and the individual group according to the requirements of the hotel, arranged the work on that day, and standardized the appearance of every employee, so that all the staff could maintain consistency in thinking, and ensured that the work could be carried out in place.

In the weekly meetings of the teams and groups, we summarized the work of last week, arranged the next week's work and formed words, and incorporated the contents of the relevant documents in the hotel, which fully embodies the work style of "strict, detailed and solid".

2, safety check.

In addition to the establishment of full-time security personnel in charge of the Department, the safety knowledge training system will be launched throughout the year, reflecting different levels and contents.

From the hotel's corresponding preventive measures, handling methods of emergencies to various electrical appliances inspection requirements and so on, starting from the drip.

It is clear that the leaders in charge of safety in different regions should emphasize the principle of "who is in charge and who is responsible" and "work together in a group".

Careful observation and careful verification should be made for the guests, visitors and past staff.

In the year-round, there was a discrepancy between the guest rooms and the occupants.

The customer service department has found out that there is a hidden danger.

(five) take the "six prevention" as the content, do a good job in security work.

1, make plans.

Before the daily operation, major festivals and major events, the Ministry of defence and security has actively formulated security plans and contingency plans, and signed a safety agreement in time.

Organize the hotel safety inspection on time, sign the safety responsibility document with all departments, and make the responsibility clear and carry out to the people.

2, strict inspection.

We must strictly check the fire equipment and facilities, conduct a comprehensive test on the alarm points of the smoke sensing system ahead of time, repair the broken line faults and inaccurate alarm points, ensure the smooth and normal use of the lines, and make up and replace the emergency evacuation lights and the safe entrance and exit of the Hotel.

(six) pay attention to reducing consumption as the core.

1, eight character requirement.

According to the notice of Beijing municipal Party Committee on energy saving and water saving, the general manager of the hotel general manager's office decided to put forward the 8 word requirement of energy saving and consumption reduction for all the staff and staff on the basis of the implementation of the original management regulations in the hotels and departments.

That is to say, one has to close, two should be small, three must be separated, four must be determined, five must be prevented, six should be investigated, seven shall be punished, and eight must be declared.

2, repair and repair.

7 comrades in the maintenance group are responsible for the maintenance and repair work of the various departments and facilities in the hotel. They often work hard to repair a part until late at night. Sometimes they work all night.

At the same time, they have a reasonable arrangement for their work, such as overhauling the hotel heating equipment ahead of winter, repairing the hotel distribution box and replacing the watt hour meter.

3, procurement checks.

The purchasing department is trying to save money and reduce costs in its work. It actively visits the market consultancy businesses, and strive to achieve three goods, insisting that the same price is higher than the quality, the same quality is higher than the price, and strictly controls the quality of the incoming goods.

Adhering to the principle of system, all procurement plans with larger expenditures should be approved and approved in advance.

Budget expenses should be budgeted, and expenditure on procurement control should be controlled.

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(seven) do a good job in personnel work with the principle of competence.

1, reasonable allocation.

According to the spirit of the general manager's office meeting, the personnel department is at the beginning of the year with the principle of lean and efficient employment.

On the basis of the staffing of the whole shop, the shop leaders came to the Department to coordinate with the relevant departments and reduce the number of 10 staff members.

2. Employee recruitment.

According to the needs of the hotel management, the personnel cost is controlled and the structure of the personnel is adjusted.

Led by the leadership of the shop, several times to Miyun, Huairou, Tianjin and other places, contact the vocational school, recruitment of intern interns; boarding, online recruitment, a total of recruitment.

(eight) take the "guidelines" as a reference, and do a good job in training work.

1, shop level lectures.

According to the staff training plan at the beginning of the year, referring to the 20 words of the basic code of conduct for staff hospitality, the shop level leadership organization convened special training for department managers, supervisors, foreman and hospitality service personnel, focusing on management quality, service awareness, courteous hospitality, case analysis and so on.

Throughout the year, a total of about 20 training staff were organized to participate in the training, and the trainees received different degrees of understanding and promotion in their ideological understanding and daily work through lectures, comments and exchanges.

2. Teach in English.

In the first half of the year, the personnel training department regularly organizes the training of "situational English for hotels" on Tuesday and four afternoon and 2 hours. In the second half of the year, the training and assessment of English conversation skills of restaurants and sales front office staff are focused on, and the consciousness of English learning for hospitality service personnel is promoted.

3, departmental training.

Each department organizes training in the hotel at the same time, every month has the plan, voluntarily carries on the "20 character" criterion content and the post business training to our department staff.

For example, the front office of the sales department, do a good job of training for all positions, so that "daily theme, training every day."

Training and assessment of front office staff in different stages and contents.

Receptionist and cashier are trained in their spare time every morning after class. Supervisors and foreman carry out a training every two weeks, and all the staff in the front hall are trained once a month.

The training contents include business knowledge, reception of foreign guests, promotion skills, case analysis, emergency response and so on.

Through training, the overall quality of the staff has been improved, the English level has improved, the business level has improved, and the guest's satisfaction has also improved.

Over the past year, various departments have organized training batches and participated by themselves.

The two level training combined with hotels and departments has improved the overall ideological quality, service attitude and business reception ability of the staff.

4, training assessment.

On the basis of daily business training and job training, the hotel organized the business practice assessment, and selected the first guest room Ding Jian, second lvxi, third Wang Feng, the first Hall of the front hall Zhang Jin, second Zhang Zhen, third Wang Yun, the first restaurant Li Xiaojuan, second Sun Guifen, third high Mei, the first kitchen Huang Wei, second Fang Shengping, third Zhong Yubiao.

The hotels were rewarded and publicized and commended respectively.

Four, customer feedback, the hotel still has three kinds of problems.

After a year's work and the joint efforts of the whole store, the results are the main ones.

But we should not ignore the problems.

Some of these problems come from guest complaints and some other feedback, some of which are found by hotel quality inspection or departmental self-examination.

With the standards of four star hotels, the obvious problems and the need for rectification have been urgently put on the agenda of the hotel leadership.

1, facilities and equipment are not perfect.

2, the level of management needs to be improved.

One is that the overall quality of cultural accomplishment, professional knowledge, foreign language level and management ability of managers is different. The two shows that the hotel has not yet formulated a set of standardized and feasible system of management.

3, the quality of service needs to be optimized.

From multiple inspections and guest complaints, we found that the service quality of staff in various departments of the hotel was higher and lower in horizontal comparison, and the vertical comparison was superior and inferior.

Day and night, peacetime and weekends, leaders in and out, it is difficult to achieve a good quality service.

The recurring problem is that some employees in some departments or posts are not neat in appearance, courtesy, courtesy, initiative, lack of hospitality and lack of flexibility.

In addition, cleaning is not careful and equipment is not maintained timely, which also affects the overall service quality of the hotel.

Through reviewing the annual work of the hotel, we encourage and urge the whole store to enhance self-confidence, uplift spirit, carry forward achievements and reform problems.

The management objectives, operational indicators and work plans of the new year will be formulated to guide the comprehensive development and implementation of the work of hotels and departments in 200X.