酒店总机个人工作总结

半年的实习时间转瞬间即逝，在公司的工作，使我真正从校园踏上了社会，在总机的工作中，给我带来了快乐的回忆，也带给我的人生经验增长，在这短暂的时间里让我学到了很多东西。让我真正地认识到人与人之间的交流，体会到工作中应该去掌握更多的技能，学会了怎样认真、独立地去对待自己的工作，懂得了掌握时间的观念，增长了社会活动能力和自学能力等等，在这次的实习中让我受益匪浅！

总机工作的起步是我们的领班华姐，是她耐心地辅导我们去熟悉和去掌握自己工作面对的流程，她不仅教会了我们总机工作的流程，也教会我们熟悉关于酒店的一些知识，也是她教会了我们如何去看待这个复杂的社会，很感激她一开始到结束的耐心教导！

在总机的工作中，他们的严谨、认真的工作作风给我留下了很深刻的印象，使我从他们的身上学到了很多自己缺少的东西。

在过去的工作中，我发现要能自如地做好一项工作，就必须正视自己的工作态度，以一种乐观的心态去面对着每一天的工作，无论工作是繁重、繁忙还是清闲，都要用积极的态度去完成自己的每一份工作，而不要用一种抱怨的心态面对。

总结自己在总机的工作职责：

（1）、坚守岗位，忠于职守，树立全心全意为宾客服务的思想，礼貌回答，平等待客，耐心细致，讲究效率。

（2）、按工作程序迅速、准确地转接每一个来电，保证通迅工作畅通，对客人check in和check out时及时开关每一个电话权限，并做好各项记录。

（3）、对客人的询问要热情，礼貌，迅速地应答，为客人提供咨询，转接 和叫醒等服务。

（4）、熟悉酒店内部组织机构，熟悉本店内主要负责人和各部门经理的姓名，分机号和声音。

（5）、不能向外泄露酒店高级行政的人员和他们的私人电话，也要对住客的资料进行保密，做好总机的安全保密工作制度。

（6）、爱护总机房内的设备，保证设备整洁，维护其正常工作。

（7）、正确操作总机的各项功能和注意事项。

（8）、自觉遵守酒店各项规章制度的员工守则，不得利用工作之便与客人们关系、交朋友。

（9）、完成上级领导的其他工作安排。

（10）、与同事做好交接班。

最后，我还是感谢帮助过我的同事们，感谢半年以来有你们的陪伴，谢谢有你们！

这是在总机半年以来的总结，总机的生话让我历历在目。在这充满挑战的道路中，更应用积极的心态和清晰创造性的思路去面对现实，因为我们都是勇于进取的人。

希望积累到的经验能在以后的道路上更好的发挥！

希望自己有一个完美的开始，打造属于自己人完美人生！

 

第二篇：酒店经理年终个人工作总结

酒店经理年终个人工作总结

Him JOANNA, general manager of club of holiday of case orchid heart holds general manager of big public house of Xiamen Asia bay concurrently, below PETER president and the leader of the headquarters that amount to sound, lead two hotels faculty to finish head office to make each are managed, administrative index, raise the service quality of the hotel, level of management and economic benefits jointly. Report as follows with respect to the job of 2006 year now: One, the management plan development of establish hotel plans to reach management guiding principle, make the management target of the hotel, direct carry out. Club of holiday of case orchid heart since practice, suffer all respect elements to affect, management circumstance nots allow hopeful, making 2006 year develop a program to reach management guiding principle is namely around wear those who improve management state to undertake, basic 2006 affirmatory club with Chinese meal, Western-style food, guest room 3 big business points attach most importance to a dot, complementary in order to meet place, swim the establishment of form a complete set such as the pool, enhance sale, refine a service, carry tower above to taste, raise ability of hotel whole gain to run policy basically for the hotel thereby. 2006 year club plans income to be thirty-seven million and ninety thousand four hundred yuan formerly, net is twenty-three million two hundred and ninety-six thousand five hundred yuan, the rate that finish is 62.81% . Income of eliminate Chinese meal is affected, the club plans income to be 1613.4 yuan, net is 1648.69 yuan, the rate that finish is 102.19% . Eat of its Chinese and Western plans income to be 4.01 million yuan, net is four million three hundred and sixty-two thousand nine hundred yuan, the rate that finish is 108.8% , guest room plans income to be 11.86 million yuan, finish 11.45 million yuan actually, the rate that finish is 96.5% . To drive housing, drive consumption, the club basically adopts the following measure to assure to manage in management respect grow continuously: 1, added free natant item to housing guest, rolled out every months of housing to business affairs guest room accumulative total is given 5 times completely swim ticket a piece favourable activity, with company of this incentive business affairs book a room and spread effect to the conduct propaganda since the swimming-pool of new start business. 2, in the light of the housing of the last ten-day of a month will be opened to booking in June low, execute to coming loose guest and business affairs housing give breakfast, low to travel agent attune valence attracts a customer on the weekend. 3, locate Western-style food hall into Hua Jiang north of supreme view scene in hall of high-grade Western-style food, refine a service, strengthen manufacture. Seize moment of 51 golden weeks, since May 1, move price again to Western-style food hall, come the attune on buffet lunch price 58 yuan / , roll out afternoon tea project with stylish. 4, the club is managed did not amount to a target, main reason is Chinese meal income and plan apart excessively long-distance. Case of Chinese meal of second half of the year extremely not allow hopeful, in the joint-stock company that amount to sound decision-making below, will announce stop business on September

11. Mean a club to cast off Chinese meal to manacle, take part in a battle with light packs, twist short end can be expected soon. 5, guidance constitutes activity of festival of the west in the plan, implementation is achieved control a height. 2, chair make and perfect a hotel each regulations system, build perfect interior to organize a system, harmonious and departmental door concerns, establish in-house and reasonable and effective moving mechanism. To make of the hotel run daily bring into working according to plan stage by stage, have guidance, have dog, the government that has summary goes in the system, effective ground works plan sex and marriage of lash-up sex job rises, establish specific working target, ask departmental door builds the working system that

plans a gender, adopt every months of summary, plan, work to each in a planned way, have fulfil, by the plan measure gives carry out. Build every months of job to report a system, carry the in finished state to the job, give to departmental door controller examine. At the beginning of the hotel holds water, each system is not perfect and perfect, of the system perfect the establish that reachs each work program to need to just can be finished stage by stage in long-term and many practice. Accordingly, of the system building also is a long-term and complex job. Show this part to work to be finished basically already, each station program and flow already established the club. The standardization of hotel management, system changes the basis that construction is hotel development, hotel management layer from 2006 the beginning of the year begins, make specific provision to hotel whole standard and standard namely, published relevant program to change in succession, standardization government document. The aspect is examined in the target, carry out method to undertake assessing according to the assessment that already came on stage on one hand, on the other hand every months of every quarter is held on month / quarterly job summary is met, be aimed at the working plan that make, summary implements plan actually, put forward to need settlement problem, make each job fulfils a person, also serve as the basis of pair of departmental assessment with this. 3, the change that consider and masters the market and development state of affairs, make the market extend reach price system, timely advance focal point of level sex job, direct carry out. The development be closely bound up of the change of the market and hotel, the club is based on this to buckle market pulsation closely just about, advance focal point of each phases work in time: Made January business affairs came loose 2006 guest, room length a bag, conference round room, travel agent group comes loose house price and agreement version. Engineered Valentine’s Day activity and promotion job Feburary, strengthen financial management, make storehouse management system, execute telephone exchange and management of service center departure. According to the quarter change adjusted policy of privilege of area of A of hall of golden sea Yue, B in March, decrease give, perfect the service function of C area. Firm grabs sale job, implement hotel sale plan, had been done or sell task allocation. The working technological process that establishs Western-style food office and award penalize an institution. The member that make Gelandehui blocks way. Perfected duty of hotel branch post to edit in April, the hotel that draft is departmental door work program, the start business that develops a swimming-pool arranges the job, complete stations of pair of weather of Western-style food hall decorate. Constituent sale personnel has the sale of diamond card, favourable card, engineer mother’s day activity. The authorized strength is new in May dish card, make the transition of very seasonal dish, area of C of change Chinese meal serves a function to roll out administrative formula, the sale that enhances pair of swimming-pools works, to maintenance of water of ooze of guest room bathroom, smallpox of room of bag of Western-style food hall, wall paper is mildewy maintenance, floor of kitchen of Chinese and Western is repaired, net of dirt of Chinese meal air conditioning is cleaned. Edifice of the economy that finish east outside advertising of paint of open in season makes the wall. Engineer the favourable activity of 61 Children’s Festivals. Will recombine staff of Chinese meal personnel in June, add hires outstanding sale staff, begin dragon boat festival, Children’s Festival to answer section activity, adjust summer vacation time of Western-style food hall to manufacture, the hotel that finish is publicized book order imprint. The hotel will be managing cost July, execute partial goods and materials to be bought oneself, chinese meal increases the promotion of new course type, western-style food rolls out affection of bend of handpick afternoon tea, summer drink. Guest

room increases but sale towel, one-time to guest room things undertakes color distinguishs. Begin the ooze water maintenance to guest room. To hotel elevator gush the picture will undertake changing in August, have water treatment to central air conditioning and boiler, clean, order afresh make guest room one-time things. According to Chinese meal management circumstance will stop Chinese meal in time to do business in September, do goods and materials of good employee demobilization, supplier to quit goods and asset check job around Chinese meal close down. At the same time hall began eat to enjoy the glorious full moon with uprise on the west give priority to a problem mid-autumn activity, obtained favorable result. The reception that October has made 11 golden weeks works, because be handed in high,meet at the same time hold, adjusted house price in time, rose to do business income. For energy-saving fall bad news, make Qiu Dong air conditioning opens time in the center of season. Will finish what hotel part subdues to change in November the job, undertake cleaning to coil of guest room fan at the same time, lodge to improve employee at the same time, employee dormitory You Liantang moves consummate step, cancelled employee regular bus. Will undertake the office removes in December, attach most importance to a dot with christmas at the same time, undertake be decoratinged in the round to the hotel with the plan, achieve basically expect the result. 5, foster and use of administrator of responsible middle-level above, superintend and director guides of the hotel groom the job. Hotel middle-level administrator is the backbone force of the hotel, the outstanding person with ability that develops him hotel, the working environment that needs a harmony and the affirmation to outstanding talent ability, the esteem of character. The principle that at present the hotel uses choose and employ persons is a quantity ability is applicable, let virtuous person on house, can person be placed in the middle, wisdom person house side, develop the talent’s subjective activity adequately, act on responsible to subordinate manner, strengthen supervise, strengthen a tie, strengthen management. Groom the need that oneself of the need that the job competes to the change of hotel acclimatization, contented market, contented employee admits and the benefit that promote a hotel have very important sense. Can improve the skill of employee and integrated quality through grooming, improve its job quality and efficiency thereby, reduce error, reduce cost, raise client satisfaction to spend; Ground of higher administrative levels understands stuff and master the job that pursues, strengthen working confidence. For this, the club was begun in 2006 year groom in great quantities the job, the requirement is departmental the door every months of formulate grooms plan, it is with the 2nd quarter exemple, accumulative total grooms time is 242.5 hours, was 101.5 hours April among them, will be 67.5 hours May, will be 73.5 hours June. The branch grooms on average course is in 6 / month, average per capita is mean monthly groom class hour makes an appointment with 8 hours, adjacent and preeminent company grooms of class hour index in on level. The hotel is preliminary built those who unite to groom division system, manpower resource ministry strengthened pair of foundations to groom the ability guidance of division trains, concentration was organized “ groom skill carries out course “ the administrative knowledge with a few foundations and professional knowledge course. Increase groom the strength of the exam, western-style food of constituent work out, antechamber, chamberlain, finance affairs restrains the department such as silver each post examination paper in all 12. Become a full member to execute each post in the future, relegation, rising wait for assessment to lay next foundations. 6, start extensive staff pool the wisdom and efforts of everyone, do well to supervise the work democratically; Care staff lives, improve the job of employee, living conditions ceaselessly. 1, establish general manager mailbox, establish the channel that an employee and general manager

communicate. Since general manager mailbox is established, club annual received the following respects in all complain 12 in all (see figure below) : The labour that alludes in the light of employee takes an issue, ask chamberlain ministry is ordered at once make engineering department summer subdue. Be aimed at pair of individual branches, employee complain reach employee appeal, the hotel launchs investigation instantly, clear in time unqualified personnel. In the light of employee general report food is differred, commute the opinion such as inconvenience, the club took the following step: Above all, adjusted employee dormitory in time, by car Cheng employee dormitory half hours of arrival lotus pond moves consummate pace industrial district, at present employee commutes need to walk ten minutes only, do not accept restriction of regular bus time, employee rests got be ensuringed adequately, obtain employee to affirm adequately. Next, employee food also is a relatively outstanding issue. Contract to be being mixed formerly abundant dining-room, to seek profit the biggest change, this dining-room raises the food that is keep long in stock of sale area the rest mostly for what give employee, taste not only poor, appear even degenerative food, employee mirrors be on short commons generally, eat bad, working mood suffers an effect, also be one of reasons with high rate of personnel prediction of a person’s luck in a given year. To change this condition, classics of club leader layer is consultative, the decision handles official bussiness in 26 buildings eat of employee of open of area proper motion, since will open eat on December 6, because food is clean sanitation, smell is nice, the accord that got stuff reputably. Again, in the light of Shenzhen city special zone is right since this year of labor law execute the law of strength strengthen ceaselessly, the club strengthened employee to use the government of industry procedure and labor contract, buy a society to be sure to every employee according to relevant code. Although can cause the little scope of pay cost,rise so, but attributive to increasing staff feeling, avoided potential legal risk to also have inestimable effect. Those who adopt above measure carry out, the personnel flow rate that can see a club will reach minimum December, it is only 4% . Established the channel that a quick and active personnel and general manager communicate gradually. 2, the basis already developed employee culture activity as far as possible conditionally, stuff of branch door organization comes activity of hill of Dameisha, phoenix tree, hold employee coze to wait, enhance enterprise cohesive affinity. Hold employee birthday every months to meet, it is with the form of big family birthday employee congratulates that month, give sincere blessing, enhance the attributive sense of employee. 3, the print inside publication hotel of fixed work out “ Gelande’s window “ , by the month newer employee publicizes shopwindow, build the bridge that hotel and employee communicate. Big public house of Xiamen Asia bay on July 14, 2006, get king guest president and the delegate that the headquarters that amount to sound leads, oneself are in charge of big public house of Xiamen Asia bay preparing to construct the job, because question of early days bequeath is more, each job is in halt condition. Enter state to make the work great, oneself basically begin work of the following fields: One, solve problem of bequeath of early days project, organize blueprint joint hearing, decide train of thought afresh, accelerate main body project, at present each project is in ending phase. Because early days personnel is fluctuant,reach partial collaboration business to communicate not free, each main body is immersed in break down condition, building site shutdown, employee mood is queasy. Here case falls, oneself realize solve problem of early days bequeath instantly only, accelerate main body construction, ability is driven prepare to construct working progress, stabilize common feelings of people. In Wang Bin president and the support that head office leads fall, oneself organize personnel to have blueprint joint hearing, decide train

of thought afresh, remove agreement of uncooperative adornment company, attract have actual strength, have aptitude, have experience bear the coact that build business, already completed project of the following main body now: 1, weak electrical engineering Cheng: Laid of line of line, video, network line; Disappear charges room and item of floor board of phone of telephone exchange Fang Jing. Establishment of wired electrical wiring is finished 90% . At present only the satellite receives systematic project to be in in negotiating. 2, equipment project: The installation of lead plane of the air conditioning that finish, water pump installation, installation of boiler, villatic water heater. At present unfinished project has power source, gas facility. 3, decorate a project: Paint of the wall outside the villa that finish reachs 90% villa to decorate; Advocate the building is decorated finish 90% (include water, report, ground, wall, smallpox) ; Marble of the wall outside the hotel is finished 80% . 4, other project: Among column of the periphery that finish, villa stone of mark of square of artistic a covered corridor or walk, hotel, inn. Recreational arbor finishs gardens project, seaside 90% ; Hotel parking lot is finished 90% ; Hotel fountain is finished 90% ; Meadow illume is finished 90% ; 2, wide cloth information, develop activity of of all kinds invite public bidding, to type selecting of sampling of of all kinds equipment, things, material and machine equipment, sign agreement to undertake in like a raging fire of afore-mentioned main body project at the same time, the type selecting of things and material sampling and of all kinds equipment, machine equipment is begun in full blast. Communicate in as square as king guest president and collaboration relevant leader below, complementary with oneself experience of old hotel industry, undertake the sampling finalizes the design. On the supplier’s make choice of, adopt measure of invite public bidding, in process of invite public bidding, held to the principle of just, lawful, equal competition, honest credence strictly, held to qualification test, make an on-the-spot investigation on the spot, the group is discussed, the working program that reports approval and supplier sign agreement. At present central air conditioning, galley equipment, afforest is versed in a series of contracts such as things of dress of door lock of Cheng, project burning gas, guest room, clean machine, employee, guest room already were signed, add up to agreement 50, contract amount amounts to eighteen million and twenty-six thousand yuan. (3, establish personnel staff, framework, cent pace has staff invite applications for a job in order, make sure personnel is laid in, strengthen 2006 of Training Within Industry year in August, work out of hotel establish crew is 307 people. Combinative hotel characteristic builds constituent framework, make system of personnel salary standard. At present establish of Asian bay big public house leads the organic whole that each branch below cooperates with division of labour each other for general manager. On the invite applications for a job of personnel, undertake to ensure each job is efficient, cost of managing control manpower, thalassic big public house takes minute of step orderly, the method that reachs the designated position stage by stage has the invite applications for a job of personnel. Larger to position breach section, adopted method of diversiform invite applications for a job to come as soon as possible complemental, besides talent mart invite applications for a job, labour market invite applications for a job, still go up through the net release information of invite applications for a job, ask labor employment agency to help release information and recommend personnel, the talent that concern through labor bureau and recommends hotel place to need waits for means, at present personnel of hotel take office in all 222 people, basically be: Administration does 7 people, financial department 28 people, antechamber ministry 32 people, chamberlain ministry 36 people, meal ministry 36 people, sale popularizes a 9 people, manpower resource ministry 5 people, kitchen 31

people, purchase a 3 people, engineering department 10 people, security personnel ministry 25 people. The partial employee of duty and 40 trainees that had fulfilled are entered after above data did not include 5 years of new year’s day. At present with sign with the hotel “ agreement of cooperation of school look forward to “ school of old technical secondary school has “ Tianjin business school “ , “ institute of Xiamen southern Asia “ and “ school of channel labour trade “ wait for 3. Exercitation period comes to stopped on June 30, 2006 from January 3, 2006. Approving a trainee originally is a course manpower resource ministry chooses and relevant ministry appearance tries, choose from which, basically achieved the requirement that the hotel grooms. After all trainees jackaroo into inn, manpower resource ministry besides had made perfect board and lodging, allowance and working arrangement, still will sign with every trainee “ exercitation agreement “ , in order to assures the stability of our hotel trainee. The student of southern Asia institute and channel labour trade has come now my hotel begins a field trip. The employee number with existing hotel has achieved an authorized strength (307 people) 85% the left and right sides, can have made sure the hotel tries business employee amount, because the hotel is progressively practice,wait for 3 branches besides chamberlain, meal and project and outside needing to reach the designated position entirely by the work out, the employee of other department already all achieved the 96% above of sectional staff gross. Next, because had faced close the end of the year, manpower resource ministry basically travels together through knowing to meet, the whereaboutldirection of the personnel that hotel of class of a few fast stars after understanding is about to find new job, for us hotel place needs personnel to had done mothball person selected. Enter what counterjumper is versed in to groom to can catch up with the hotel undertakes trying business stylish, thalassic big public house began to be begun twice in all 8 groom class, to all member that already entered store labour has a system groom, groom content involves: Morality of accomplishment of English of courteous and the appearance appearance standard of the introduction of hotel software and hardware, hotel, formal importance, hotel, individual, profession, fire control is safe knowledge and complete a sale skill, not only from all-around strengthened employee to be mixed to the understanding of the hotel extend intellectual range, also increased the working enthusiasm of employee greatly. 4, standard management, finish build Zhang Li to make, implementation office electron turns the effort that passes close half an year, asian bay big public house already made a wholer administrative system, system of post responsibility and operation circuit. The comprehensive Chinese meal that finish, Western-style food, old hall business accounting of standard cost menu. Assets of comprehensive check hotel, build an account of complete asset objective stage and system, assure the safety of hotel assets. The initialization that completes software of financial tiring-room computer works, make sure computer advocates the stability that account uses. 5, establish market fixed position, strengthen sale promotion, begin market research, raise a public house famous degree, as travel economy anabiosis, hotel of Xiamen star class is perfected stage by stage with grow in quantity, in succession international brand hotel is garrisoned, xiamen hotel industry faces severe market competition. According to this hotel circumstance, the market fixed position of affirmatory hotel goes vacationing for business affairs travel hotel, passenger source fixed position is the group with the administrative levels such as company of guest of the enterprise that cross a state, foreign capital enterprise, large company, high official, this locality and abroad company and consumptive high capability. To accomplish “ tell foregone the other, 100 battle do not danger “ the market research that the hotel organizes sale personnel to develop pair of circumjacent area, come to visit

with negotiate communicate, to advanced office building and each international inside annulus island travel agent and network order room center to negotiate cooperation. Already signed consultative unit to have 419 at present, travel agent 56. Through developing business of large to each company, the group that cross a state, foreign capital, appear on the market the key of the company sells pay a return visit, get information has feedbacking: Asian bay big public house locates hotel of 5 stars class is more reasonable, house price also can be accepted, geographical environment is advantaged, suit to welcome advanced visitor. Villa hotel is in Xiamen is rare, more charming. Travel agent and network order a room to also be interested in Asian bay big public house very much, travel agent will see a public house and already much home expresses satisfaction, will plan Japan, Korea, Euramerican group waiting for a country later Asian thalassic hotel. This explains each enterprise, travel agent is right the expectation cost of the hotel is higher, the hotel fixed position is travel of business affairs of business affairs of high-grade, collect, recreational an organic whole to go vacationing the train of thought of the hotel is correct. Above assumes each job that is in charge of during club and general manager of thalassic big public house in 2006 year for oneself. As a result of bicephalous give attention to two or morethings, the task is onerous, the hard to avoid in the job is existing neglect and inadequacy, please company leader criticizes point out mistakes so that they can be corrected. Report hereby.