酒店员工20xx年个人工作总结

尊敬的各位领导各位同事大家好：

一路的欢歌笑语，一路的风雨兼程送走了20xx年，迎来了充满希望的20xx年，回首我来到酒店的这三个月，新奇与欣喜同在，感动与感谢并存，三个月，时间虽然短暂，但对我而言收获是丰硕的，在这里的每一天，每经历的一件事，每接触到的一个人，这个过程的含金量，绝不亚于我十几年在校门里学习的价值，所以我感谢李总能给我这个难得的学习机会及细致入微的指导，感谢王经理无微不至的关怀，感谢综合部全体成员在工作上的配合和生活上的照顾，就具体工作如下总结：公 文 易

一、工作方面

在这段日子里，我了解了酒店的指导方针、布局建设 、部门划分、工种分配、人员定位等自然情况，综合部行使办公室职能，一个联系领导与员工的重要部门，我很荣幸能成为这个小集体中的一员，每天负责收餐票虽然很琐碎，却能体现出我们酒店在管理上的严格性、先进性，质量检查是任何一个企业必备的、而且是重要安全保障部门，作为服务行业质量检查更是重中之重，无论是客房的卫生情况，还是餐饮服务员的仪表仪容无一不影响我们酒店的经营发展，我从最初只知道看到现在拥有一双洞察的眼睛，这是我的一个进步，一个很大的收获，板报是我们酒店对内宣传的窗口，通过出版报不仅提高了我的写作水平也增强了我的语言表达能力，评估期间承蒙李总的信任在王经理的帮助下整理了两份评估材料，我深切地感受到自己的语言罗列功底和逻辑思维的欠缺，到一线服务是最有收获的地方，虽然辛苦虽然紧张但是我学会了整理房间、开夜床、以及如何摆放才具有美观性等知识，与专家的迎来送往中了解到专家的喜好及时的将信息反馈，以便更好的服务，12月8号在评估工作即将结束的时候正巧东三省大学生供需见面会在哈尔滨召开，这对于我们毕业生来说是最重要不过了，好久之前便做好了准备，但是楼层服务员确实忙不过来，看到她们废寝忘食、加班加点我感动了，虽然我是学生但我也是酒店的员工，就

这样我没有参加招聘会，我讲这个并不是说我自己都多么的伟大，而是我被这样一个团结、奉献、务实的集体而感动，奉献是无私的所以温暖、激情是火热的所以发亮，这就是企业的财富、壮大的资本!

二、学习心得

作为事业单位下属的经营类场所--国际饭店有其独特的优越性，从管理体制到发展规模都已成为同行业中的佼佼者，员工整体素质也在大学这个特定的氛围内得到了熏染，领导者能够高瞻远瞩，开拓外部市场的同时切身为员工的利益考虑，能够有识大体、顾大局的观念，虽然这是一个新兴的企业，更是一个具有生命力和创造力的企业，再这的每一天，我都能看到了希望。

但是事物的发展是具有两面性的，作为新兴企业在市场竞争的浪潮冲击下一定会展露出柔弱的一面，也一定会有矛盾问题的产生，只要我们找到解决问题的途径我们就会更上一层楼，竞争也是企业最大的发展动力，关键是要掌握竞争的技巧避免竞争，增强创新意识、勇于打破传统观念、经营观念、管理创新逐步从以市场为本向以人为本的管理机制上靠拢，塑造具有佳大特色的品牌企业。

多少意气风发、多少踌躇满志、多少年少轻狂、多少欢歌笑语都在昨天的日记里画上了一个终结，但是未来的一年又是以今天作为一个起点，新目标、新挑战，就应该有新的起色，在新的一年中继续努力工作，勤汇报、勤学习、勤总结，最后祝愿我们酒店在澄澈如洗的晴空里，策马奔腾，祝愿各位经理在工作的征程中勇往直前，人生的跑道上一帆风顺、祝愿各位同仁在新的一年里续写人生新的辉煌！

综合部：李 琰

20xx年12月31日

第二篇：酒店20xx年工作总结

酒店20xx年工作总结

Was about to spend 2006, we are greeted confidently 2006. A year of in the past, it is my party 16 5 in plenary meeting victory is held, its conference spirit is invigorated the people of the whole country and when a year when all enters, it is stimulative hotel “ safe, manage, service “ a year of 3 big themes, also be hotel annual battalion closes one year when reach gain index to be finished relatively ideally. At demit old during seeing the New Year in, be necessary to review the work that summarizes the past one year, achievement, experience and inadequacy, with benefit at fostering strengths and circumvent weaknesses, strenuous enterprising, in beautiful performance is achieved newly again hard in a year. One, science is decision-making, make concerted effort, hotel year achieve at 4 o’clock the requirement of team of general manager of outstanding achievement hotel according to the center, the beginning of the year made annual job plan, put forward the overall job train of thought that coachs each job is begun, it is to come true hard “ 3 achieve a goal “ , 2 it is save up of be of one mind “ tripartite advantage “ wait. Overall train of thought is deciding science is decision-making, guidance wears what annual works each to begin. Together with “ 3 mark an organic whole “ attestation evaluation works promote, and the fact of each show activity is held, especially second half of the year 16 5 in plenary meeting is driving the drive of east wind, team of hotel general manager guides departmental door manager and director, foreman, unitive faculty, agree up and down, make concerted effort, in achieve close, achieve profit, achieve the contribution with achieved steady side to make actor, certain, obtained very considerable outstanding achievement. 1, manage achieve close. The hotel is passed adjust a salesperson, widen sale channel, roll out a room to raise the relevant management measure such as link up with of performance of award, meal, increased to do business income. The hotel annual battalion that finish closes it is 10 thousand yuan, than last year above quota 10 thousand yuan, exceed for % ; Among them guest room income is 10 thousand yuan, scriptorium income is 10 thousand yuan, restaurant income 10 thousand yuan, other income in all 10 thousand yuan. Annual guest room is average rental rate is % , year all house price yuan / night. Hotel guest room is rental rate and average room price, all the average of 4 astral class public houses of prep above whole town. 2, management achieves profit. The hotel pays government through firm, dig latent capacity greatly, reduce expenditure cuts down expense, reasonable wait with labour, use up in cost of labour cost, energy, stock, purchase the respect such as library canal, advocate managing, from tight control. Hotel annual is 10 thousand yuan via battalion profit, management profit margin is % , than increasing respectively last year 10 thousand yuan are mixed % . Among them, labour cost is 10 thousand yuan, energy cost is 10 thousand yuan, stock is used up it is 10 thousand yuan, hold hotel gross earnings respectively % , % , % . Booked index to be reduced respectively than the beginning of the year % , % , % . 3, the service achieves actor. The hotel manages through introducing a brand, aggrandizement “ employee entertains a guest basic code of conduct “ about “ appearance, smile, greeting “ those who wait for 20 words content groom, the spot superintend and director that strengthens administrator guides and quality is checked, perfect stage by stage entertain a guest downstage the window figure of branch and post, raise the excellent service level of employee ceaselessly. Consequently, will organize the appraise through comparison making component of investigate publicly and privately of pair of astral class restaurant every year by city tourism bureau May this year, my inn buckles 2 minutes only, obtain excellent service to assign a value higher, the be among the best of candidates in astral class restaurant is the same as in our region. In addition, serve in the reception of large activity in, branch or the post such as my inn

sale, antechamber, guest room, property, dining-room, received respectively come from mobile group appoint praise a letter, all praise in the letter: “Hotel staff enthusiasm serves hand and foot, the daily life that gives us provided necessary logistics safeguard, make we can finish this activity satisfactorily. “ 4, safety achieves stability. The hotel is passed make “ program of large activity security “ wait for a safety beforehand case, accomplished daily fire prevention, guard against theft to wait “ 6 prevent “ , annual did not produce an accident and safe accident almost. In the care of hotel general manager guidance falls, store level leader holds sectional manager feedback to meet everyday, bulletin circumstance raises a requirement. When security personnel ministry arranges cadre employee to add hillock, diligent at patrolling, rigor is prevented accuse. In relevant section cooperate to fall, group prevent group control, ensured each activity no risk at all and hotel are busy and not random safety is stable. Class of guard of ministry of hotel security personnel also because of this be judged to be advanced team and group. 2, with when all is entered, promotion develops, hotel dash forward show change team of hotel general manager takes the lead in hanging down model, organize cadre of directive Party member and faculty, serious study comprehends 16 4 in plenary meeting spirit. Combinative hotel is managed, the actual condition such as management, service, with when all is entered, promotion quality, change idea. Beg in the tide that competes in the market live, make second half of the year of limits of whole public house is spent dash forward showed change delectably. Main show is in cadre employee psychosis is active up. Congress of hotel general manager, small conference emphasizes repeatedly, cadre employee should have sense of urgency, should provide the urge for improvement, education “ essence of life enrages a god “ . The administrative service of the hotel is not high-tech, without the knowledge with profound what. The key is the person’s subjective activity, it is the person’s psychosis, the faithfulness that is pair of hotels is spent and respect industry drive, the understanding that is pair of management and service connotation essence reachs his to apply. Store level leader still passes an organization to reach employee to sectional manager, director, foreman each groom communication, inspire guide everybody to widen eye shot, learn enterprising, unitive cooperation. Oneself value realizes in target of management index of the hotel that finish, government and the process that welcome the job, experience life fun. Consequently, the phenomenon that mutual shuffle and mock demote between sectional manager is little, acting it is filling stage, mutual respect with contact, each other; Bimonthly nightly routine brings the public house check and once a week quality inspection asks for leave, absent person became little, acting attend with active care, the examination is careful and serious etc. In a few large activities, below the example action that leads in store level, sectional manager is leading director, foreman and its employee, work overtime, willingly bear the burden of hard works, although,the job is lengthened very tired out the psychosis that retains display vigor from beginning to end however, the window figure that is a hotel added luster. 3, brand management, wine merchant catchs 8 big jobs this year “ 3 mark an organic whole “ of 6S management in pursueing attestation course, the hotel held special subject for many times to meet, those who arranged different content groom class, organized careful of a few check beforehand check. These are promoted greatly and coached hotel management job is begun more normatively. In the meantime, the hotel introduces experience of success of domestic and international advanced hotel, combine the administrative target that the beginning of the year makes and working plan, hotel and departmental door annual basically grabbed 8 big jobs. (one) it is a target with benefit, catch good sale to work 1, personnel is adjusted. Sale ministry gashs the hotel to wait for post

downstage, only the salesperson is famous first half of the year, be those who be the same as hotel of dimensions star class 2 times much. Team of hotel general manager analyses a reason, the key is a person, it is the responsibility of main administrator. Accordingly, the hotel adjusted sale department manager decisively, reduce staff to the name, the working responsibility heart that increased to leave consciousness of personnel competition mount guard and active sales promotion. 2, channel widens. Sale ministry decomposes index to be decided because of the person so, lack scientific basis. The management index of hotel make known to lower levels is finished hard however as scheduled. Lack market survey, reasonable fixed position, channel to differentiate in the light of what appear first half of the year a variety of problems, after general manager team was adjusting sectional manager, considered to pass second half of the year to spend “ sell program “ . Book a room in original agreement company, network among them, come to come loose guest only on the foundation of 3 natural sale channel, extend increased to be able to be exhibited, the channel such as card of group, person of the same trade, member, set channel to be in charge of person specially assigned for a task to be in charge of, press each channel passenger source to should hold the proportion of hotel total passenger source, corresponding ground decomposes index in proportion. Such, it is to differentiate channel science, 2 to decompose index reasonable, the initiative of the working responsibility heart of 3 can incentive everybody and sales promotion, 4 but progressively again synergism of depletion of numbers, 5 promoted the promotion that sells outstanding achievement apparently. 3, the room carries award. According to this hotel market fixed position is hotel of business affairs characteristic, come in order to recieve support of the people of guest of consultative company business affairs to come loose the guest is given priority to, order room, meeting to exhibit a group to wait with the network for complementary sale is politic, general manager team consults hotel of person of the same trade “ the room is carried “ a few successful experience, after making pair of sale ministries recieve personnel to press room of carry out of price of company of tower above agreement downstage, give the award of certain proportion deduct a percentage from a sum of money. This one room carries promotive policy, brought enthusiasm of sales promotion of downstage dest clerk and attitude of attending to guests into play greatly, make the hotel comes to come loose guest income by rise 10 thousand yuan first half of the year to second half of the year 10 thousand yuan, litre it is about % . 4, window figure. Sale ministry antechamber is divided make full use of the room that the hotel gives carries policy, outside increasing sales promotion strength, still take the window image that shapes a hotel seriously particularly. One of, reasonable annul accuse a room, make sure cafe increase is the biggest change. For example, exhibit in the car this year, between room exhibition period, run reasonably, assure the guest’s satisfaction, also assured a hotel most golden eggs, successive many days of rental rate exceeds 100% , and average room price also has rise apparently. Secondly, perfect working flow, establish all sorts of censorship. Strengthen recieving checkout to antechamber, hand over the working flow such as the class to go up edit perfect, used when checkout especially “ bill of guest settle accounts “ , reduced a guest to await the time of checkout, those who changed checkout is trival and fallible. The spot superintend and director that strengthens a director guides. Go through raising a person in charge downstage platform time, solved all sorts of difficulty problems of the guest in time, served a respect to rise to check superintend and director to guide to the smile of employee action. The double examination that strengthens director and foreman works. Requirement director and foreman are right everyday every census register is registered wait for an examination and sign, enhance the

responsibility heart of director, foreman. Census register is registered this year, receive a visitor register, get online send etc without produce a fault one case to ascend leakage to ascend a phenomenon. Anyhow, antechamber ministry is in of general manager guide below, layer upon layer guard a pass, firm is caught fulfil, hold chance, efficient promote, achieved for the hotel another record, come to come loose guest by what hold guest room gross earnings so % rise % , highest day is achieved close for yuan, average room price is highest day yuan; Annual welcomes visitor 10 thousand person-time, welcome foreign visitor 10 thousand person-time. 5, complaint handling. Sell a ministry especially antechamber post, it is the appearance post of the hotel, also be a guest circumstance of advisory problem, report, to table a proposal, complain dissatisfaction to wait relatively centralized place. Act on “ guest consummate, service the first “ and “ make a guest completely satisfactory “ tenet, arrive from sectional manager director, foreman, till recieve personnel downstage, besides can accomplish courtesy to entertain a guest, outside enthusiastic service, still can dissolve contradiction, appropriate handles greatly young guest to complain. Come one year, sale ministry is recieved in all and processing guest is complained rise about, reduce pecuniary loss to make an appointment with for the hotel yuan, strove for more hotel to turn round guest. In addition, sell a demand that presses team of hotel general manager, begin to sell active sale from passivity, arrive from the job that do not have foreword orderly job, from small effect the effect in negotiating negotiates, from wait to manage analysis of mensal market survey and client to send room rank to wait a moment without the foundation without market survey analysis, what won sale outstanding achievement directly is remarkable pick up. Second half of the year is achieved in all receive 10 thousand yuan, increase the specified number than first half of the year 10 thousand yuan, amplitude is about % . (2) it is motivation in order to reform, catch good meal to work 1, performance link up with. Although dining-room is the post of a branch of the hotel, but take the lead in entering market course on administrative system, the reform act of performance link up with is carried out formally in this dining-room, be about to the check and ratify of management income index of dining-room is 10 thousand yuan / month, total wages control is 10 thousand yuan / month. Below certain expenses and standard of wool interest rate, if overfulfil or half-baked battalion receives quota, press finish or the corresponding scale quota of people that half-baked scale deducts total wages. The practice of link up with of this kind of performance, the personnel such as the controller that gives dining-room the kitchen on one hand, clerk, chef with aeriform pressure, thought job is deficient in or management is not gotten the law still can bring a few negative effects; On the other hand, make everybody changes however pressure is motivation, stimulative dining-room, kitchen achieves beneficial result for how and had done management sales promotion self-conscious and actively to work. If dining-room adds a summertime night fair, increase breakfast breed to wait a moment. 2, contest hires mount guard. Dining-room besides allocated policy to make reform, the choose and employ persons, mechanism that use worker worker is more agile also. Controller can go up can fall, employee can be entered can go out, according to the job expressional contest hires mount guard to wait a moment, these all the government order that benefit reachs sectional station at the hotel is expedite, strict enforcement of orders and prohibitions. Of course, if quality owes beautiful or main controller manages not do one’s best, natural also meeting arises a few go against turn over consequence. But overall look, dining-room will be behaved and the director with more outstanding ability arranges responsible post, the employee of will serious work is carried for foreman, not will competent director, foreman and employee give persuade to retreat etc, drove

what dining-room works each to begin more or less, manage the assurance of the respect such as the mechanism to strive to finish battalion to received index to offer. 3, assessment trying dish. The chef of hotel requirement dining-room weekly or at least fortnightly starts an a few fund new course, by store level leader and relevant branch manager try dish to make component, check the vocational level of chef, suggest to promote to the new course of basic satisfaction at the same time. Half an year comes, dining-room rolls out new course in all more than kinds, among them, delicacy of drunk chicken of muscle of dumpling of iron plate chop, sweet hot ox, Chinese flavour, game, Lan Dou mixes golden stay of proceedings get of deadbeat approbate generally. In addition, outstanding to assessment chef gives commend encourage, poorer to business technology chef demand exchanges in time etc. Additional, dining-room cooperates a hotel, annual recieves important guest to approve in all, plan much desk, make an appointment with person-time. The basic affirmation that the service of dining-room recieved the job to get hotel and ranking leader and praise. (3) attach most importance to a dot with the client, catch good property to work 1, room of patient carry out. Rent like property ministry 3322 rooms, house-owner becomes travel agent, be in strong poineering level again, to reduce capital investment, want to lease an area a bit small but the place is good can the room of be clear at a glance, then they took a fancy to 3322 rooms, close from entablature the area of 18 square metre is very likely. However this room already was booked by other visitor. They were waited for in property ministry daylong. Later, its give property ministry not tire of irritatedly them introduce other room, pass two days of much ceaseless do manual work to make, they are hired fell bigger than 3322 rooms the 3346 rooms of 20 square metre. In property ministry of faculty work hard below, the rental rate of scriptorium was achieved % , exceeded last year level of the corresponding period. 2, after service. Summer arrived, air conditioning not refrigeration, complain; Roof is slack, complain; Discovery has person privately to employ the articles for use of the company, complain; Arrived in the winter, central heating was not heated up, complain; Connect a bathroom little a bench, want to complain. Every time property ministry is received when complaining a phone never shirk responsibility, apologize to the guest above all, find relevant section assistance to solve again. Solved have pay a return visit to the client even until your till its are satisfactory. 3, urge fee controlling a house. Urging fee controlling a house also is a tickler. Some guests do not pay room fee on time because of some kind of reason, property ministry undertakes actively urging Zhang, it is to call not only, every collect room fee until paying fee personally to the room. (4) it is premise with quality, catch hospitable room to work 1, morning of team and group is met. To make sure the public house is basic product “ guest room “ of quality high grade with stability, guest room ministry asks according to the hotel, established senior package to reach medicinal powder the morning of passenger team and group is met system, undertake decorating to the job that day, not whole to the appearance appearance of every employee have a standard, make faculty can keep consistent on the thought thereby, made sure each job can be fulfilled reach the designated position article secretary home. Undertake summing up to working last week in the week regular meeting of team and group, the work that checks next week undertakes decorating and form a character, the hotel at the same time the content of relevant file is brought into among them, reflected adequately “ severe, fine, solid “ working style. 2, safe examination. Outside establishing full-time safety to defend chief of be assigned personal responsibility for except the branch, will safe knowledge grooms the system spreads out in annual, reflect disparate arrangement of ideas, content. Be on guard accordingly from the hotel the processing method of measure, sudden incident asks to wait a

moment to the examination of each electric equipment, from a bit proceed with. Make clear the safe controller of each area, with the wall on article glyph type, emphasize “ who is whose director, responsible “ “ pool the wisdom and efforts of everyone “ working principle. To living personnel of the inn guest, member that meet a guest, associate with undertakes careful observation, serious check, accomplish without careless omission. Annual comes loose guest area in all fish lives between the room that the guest nots agree with, not agree with staff person. Guest Wu ministry in all insecure hidden trouble has fish (the guest did not close, close a window to rise; Do not accord with hotel electric equipment to use a regulation to rise) . (5) with “ 6 prevent “ for content, pay good security work. 1, formulate beforehand case. Managing daily, before every great red-letter day, large activity, guard engineering department to make security program and meet an urgent need actively beforehand case sign safe agreement portion, in time to make an appointment with a portion in all. Organize the safety inside the hotel to check on time, sign safe responsibility book with departmental door, accomplish responsibility clear, fulfil a person, each its are in charge of. 2, close check. Facilities of facilities of close check fire control, feel to smoke ahead of schedule system call the police the dot has full-scale test, to breaking line breakdown, call the police the dot forbids to have repair truly, safeguard circuitry is expedite, normal use; Scattered to hotel lash-up lamp, safe passageway undertakes filling installing mixing changing waiting. (6) with falling bad news is core, catch nice thought to keep the job 1, character 8 requirement. According to seat of government of city of Beijing municipal Party committee the announcement spirit about water of section cable division, hotel general manager does consortium special subject to study a decision, on the foundation that in hotel and each branch original government regulation carries out, put forward to employee of entire store cadre again energy-saving fall bad news 8 words requirement. Want to close namely, 2 want small, 3 want to lie between, 4 want to decide, 5 want to prevent, 6 want to check, 7 want to punish, 8 want announce. 2, maintenance of rush to repair. 7 comrades of maintenance group are assuming a public house the maintenance of each sectional facilities facilities works, often be rush to repair a place insists to work late night, work sometimes even if one all night. In the meantime, they accomplish know fairly well to their job reasonable arrangement, if entering a winter,comprehensive overhaul undertook to hotel heating equipment before premise, rebuild hotel distribution box changes kilowatt-hour meter. 3, purchase guard a pass. Purchase a ministry to try hard to accomplish managing expenditure in the job, reduce cost, visit the market actively to seek advice from a businessman, accomplish goods to compare 3 hard, hold to coequal price to compare quality, coequal quality compares the price, father to close quality of replenish onr’s stock. Hold to system principle, always defray amount is larger purchase a plan, want to get leading examination beforehand. Do expenses of good budget expenses, control purchases the defray of charge. (7) with keen-witted and capable for the principle, catch good person thing to work 1, reasonable make up surely. Do public meeting spirit according to hotel general manager, with keen-witted and capable, efficient for principle of choose and employ persons, on the foundation that human affairs ministry weaves in personnel of entire store of name of the beginning of the year, by store level the leader appears personally, look for relevant section to coordinate, reduce 10 staffs again, did not affect hotel and sectional work. 2, staff invite applications for a job. Manage need according to the hotel, control human affairs expense, adjust personnel structure. By store level the leader heads a group, go to close cloud, conciliatory, Tianjin several times and other places, contact duty officer, person-time of trainee of employ of invite applications for a job; In the newspaper second, the invite applications for a job on the net second,

add up to person-time of invite applications for a job. (8) with “ criterion “ to consult, had caught groom the job 1, store level lecture. What make according to hotel the beginning of the year is complete member groom plan, consult “ employee entertains a guest basic code of conduct “ 20 words content, by store level leader organization calls together pair of branch managers, director, foreman and the special subject that need staff of customer service Wu to groom, the key explains consciousness of administrative quality, service, courtesy to entertain a guest, case analysis. Annual is organized in all groom more than batches, make an appointment with person-time to attend, through explaining, comment on, communication, recieve training personnel is in thought understanding and routine, all get the comprehension of different level and promotion. 2, English gives lessons. Human affairs grooms first half of the year the ministry is weekly 2, 4 2 hours afternoon, organize staff of downstage branch, station to undertake regularly “ restaurant scene English “ groom; Downstage to ministry of dining-room, sale employee has key of second half of the year of English conversation ability groom assessment, promoted the consciousness that waits for personnel of customer service Wu to learn English. 3, the branch grooms. Departmental door grooms in hotel organization while, every months of in a planned way, undertake to cadre door employee by oneself “ 20 words “ of criterion content and station business groom. Sell ministry antechamber for example, those who had caught pair of each post groom the job, accomplish “ have a theme every day, have every day groom “ . Look of grading, one’s duty undertakes groom and be assessinged to antechamber employee. Downstage reception, receive silver off hours is used to undertake grooming after morning shift everyday; Director, foreman undertakes two weeks every grooming, antechamber faculty grooms mensally. Groom content incorporates professional knowledge, welcome foreign visitor, promote skill, case processing of problem of analysis, lash-up. Through grooming, the integral quality of employee rose, english level rose, professional skill rose, the guest’s satisfaction is spent also rose. Come one year, departmental door is organized by oneself in all groom batch, make an appointment with person-time to attend. The two class of hotel and sectional posture union groom, the thought quality that improved employee whole, attitude of attending to guests and business recieve ability. 4, training assessment. Hotel wait for downstage branch post jointly with guest room, antechamber, dining-room, on the foundation of training of daily vocational training, post, organized business fact to hold assessment, judge gave guest room the first Ding Jian, the 2nd Lv Xi, the 3rd Wang Feng; Antechamber the first Zhang Jin, the 2nd Zhang Zhen, the 3rd Wang Yun; Dining-room the first Li Xiaojuan, the 2nd Sun Guifen, the 3rd Gao Mei; The kitchen fizzles out the first times valuable, the 2nd Fang Shengping, the 3rd Zhong Yubiao. The hotel gives award publicizes a bulletin to undertake commending respectively. 4, 4 stars standard, the client feedbacks, the work that the hotel still puts 3 kinds of issues one year, through the joint efforts that entire store fluctuates, achievement is main. But cannot the problem that oversight place exists. These problems, some come from complain at the guest wait for feedback opinion, hotel qualitative check or branch check a discovery some oneself. The level that uses public house of 4 stars class will measure, of the problem those who rectify and reform is apparent, necessary the order of the day that carries hotel leading group very pressingly already. 1, facilities facilities is endless and perfect. 2, administrative level remains to promote. One expression is in the integrated quality discretion such as level of administrator culture culture, professional knowledge, foreign language and administrative ability is differ, uneven; 2 expression are in hotel have not formulate of the system of standard of one a complete set of practical “ administrative pattern “ ; 3 expression are in “ the

person is treated “ the individual action such as management, optional management happens from time to tome on a few controller bodies. 3, service quality still needs to have optimize. From check the discovery in be being complained with the guest for many times, the hotel is departmental the service quality of an each station staff, transverse have quite have high low, fore-and-aft quite actor has of low quality. By day with night, at ordinary times with on the weekend, the leader is in with be absent, achieve an appearance land hard excellent service. The problem that appears repeatedly is, have the partial stuff of some of branch or post, appearance appearance is not neat, ceremony courtesy is not active, recieve a service not considerate, processing meet an emergency is not agile. In addition, clean sanitation is not careful, equipment maintenance is not seasonable wait, also affecting the service quality of hotel whole. Undertake retrospective summing up through working to hotel annual, drive is lashing entire store enhances self-confidence up and down, hearten spirit, carry on achievement, rectify and reform a problem. And formulate new the administrative target of one year, management index and working plan, what with guidance hotel and branch worked each 2006 is comprehensive begin and specific carry out.