酒店經(jīng)理2022年度工作總結(jié)

第/r/nPAGE/r/n5/r/n頁共/r/nNUMPAGES/r/n5/r/n頁/r/n酒店經(jīng)理2/r/n?/r/n022年度/r/n?/r/n工作總結(jié)/r/n?/r/n一、科學決/r/n?/r/n策，群策群/r/n?/r/n力。酒店全/r/n?/r/n體領(lǐng)導班子/r/n?/r/n根據(jù)各項工/r/n?/r/n作任務的要/r/n?/r/n求，年初制/r/n?/r/n定了全年工/r/n?/r/n作計劃，提/r/n?/r/n出了指導各/r/n?/r/n項工作開展/r/n?/r/n的總體工作/r/n?/r/n思路，酒店/r/n?/r/n總經(jīng)理帶領(lǐng)/r/n?/r/n各部門經(jīng)理/r/n?/r/n及主管、領(lǐng)/r/n?/r/n班，團結(jié)全/r/n?/r/n體員工，上/r/n?/r/n下一致，齊/r/n?/r/n心協(xié)力，在/r/n?/r/n創(chuàng)收、創(chuàng)利/r/n?/r/n、創(chuàng)優(yōu)、創(chuàng)/r/n?/r/n穩(wěn)定方面作/r/n?/r/n出了一定的/r/n?/r/n貢獻，取得/r/n?/r/n了頗為可觀/r/n?/r/n的業(yè)績。/r/n?/r/n（一）、經(jīng)/r/n?/r/n營創(chuàng)收。酒/r/n?/r/n店通過調(diào)整/r/n?/r/n銷售人員、/r/n?/r/n拓寬銷售渠/r/n?/r/n道、推出房/r/n?/r/n提獎勵、餐/r/n?/r/n飲績效掛鉤/r/n?/r/n等/r/n相關(guān)經(jīng)/r/n?/r/n營措施，增/r/n?/r/n加了營業(yè)收/r/n?/r/n入。酒店全/r/n?/r/n年完成營收/r/n?/r/n為___萬/r/n?/r/n元，比去年/r/n?/r/n超額___/r/n?/r/n萬元，超幅/r/n?/r/n為___%/r/n?/r/n；其中客房/r/n?/r/n收入為__/r/n?/r/n_萬元，寫/r/n?/r/n字間收入為/r/n?/r/n___萬元/r/n?/r/n，餐廳收入/r/n?/r/n___萬元/r/n?/r/n，其它收入/r/n?/r/n共___萬/r/n?/r/n元。全年客/r/n?/r/n房平均出租/r/n?/r/n率為___/r/n?/r/n%，年均房/r/n?/r/n價___元/r/n?/r/n/間/夜。/r/n?/r/n酒店客房出/r/n?/r/n租率和平均/r/n?/r/n房價，皆高/r/n?/r/n于全市四星/r/n?/r/n級酒店的平/r/n?/r/n均值。/r/n（/r/n?/r/n二）、酒店/r/n?/r/n通過狠抓管/r/n?/r/n理，挖掘潛/r/n?/r/n力，開源節(jié)/r/n?/r/n支，合理用/r/n?/r/n工等，在人/r/n?/r/n工成本、能/r/n?/r/n源費用、物/r/n?/r/n料消耗、采/r/n?/r/n購庫管等方/r/n?/r/n面，倡導節(jié)/r/n?/r/n約，從嚴控/r/n?/r/n制。酒店全/r/n?/r/n年經(jīng)營利潤/r/n?/r/n為___萬/r/n?/r/n元，經(jīng)營利/r/n?/r/n潤率為__/r/n?/r/n_%，比去/r/n?/r/n年分別增加/r/n?/r/n___萬元/r/n?/r/n。/r/n（三）/r/n?/r/n、酒店通過/r/n?/r/n強化《員工/r/n?/r/n接待基本行/r/n?/r/n為準則》關(guān)/r/n?/r/n于“儀表、/r/n?/r/n微笑、問候/r/n?/r/n、行為標準/r/n?/r/n、技能技巧/r/n?/r/n、著裝、規(guī)/r/n?/r/n范、素質(zhì)。/r/n?/r/n”等___/r/n?/r/n字內(nèi)容的培/r/n?/r/n訓，加強管/r/n?/r/n理人員的現(xiàn)/r/n?/r/n場督導和質(zhì)/r/n?/r/n量檢查，逐/r/n?/r/n步完善前臺/r/n?/r/n待客部門及/r/n?/r/n崗位的窗口/r/n?/r/n形象，提高/r/n?/r/n了員工的優(yōu)/r/n?/r/n質(zhì)服務水準/r/n?/r/n。此外，在/r/n?/r/n大型活動的/r/n?/r/n接待服務中/r/n?/r/n，銷售、前/r/n?/r/n廳、客房、/r/n?/r/n物業(yè)、餐廳/r/n?/r/n等部門或崗/r/n?/r/n位，分別收/r/n?/r/n到了來自多/r/n?/r/n方面的表揚/r/n?/r/n信，信中高/r/n?/r/n度贊揚我們/r/n?/r/n“酒店員工/r/n?/r/n熱情周到的/r/n?/r/n服務，給我/r/n?/r/n們的日常生/r/n?/r/n活提供了必/r/n?/r/n要的后勤保/r/n?/r/n障，使我們/r/n?/r/n能夠圓滿地/r/n?/r/n完成此次活/r/n?/r/n動等。/r/n（/r/n?/r/n四）、酒店/r/n?/r/n全年幾乎未/r/n?/r/n發(fā)生一件意/r/n?/r/n外安全事故/r/n?/r/n。在酒店全/r/n?/r/n體管理人員/r/n?/r/n的關(guān)心指導/r/n?/r/n下，店級領(lǐng)/r/n?/r/n導天天召開/r/n?/r/n部門經(jīng)理反/r/n?/r/n饋會，對通/r/n?/r/n報情況提出/r/n?/r/n要求。保安/r/n?/r/n部安排干部/r/n?/r/n員工加崗加/r/n?/r/n時，勤于巡/r/n?/r/n邏，嚴密防/r/n?/r/n控。在相關(guān)/r/n?/r/n部門的配合/r/n?/r/n下，群防群/r/n?/r/n控，確保了/r/n?/r/n各項活動萬/r/n?/r/n無一失和酒/r/n?/r/n店忙而不亂/r/n?/r/n的安全穩(wěn)定/r/n?/r/n。酒店保安/r/n?/r/n部也因此而/r/n?/r/n被評為先進/r/n?/r/n班組。/r/n二/r/n?/r/n、與時俱進/r/n?/r/n，提升發(fā)展/r/n?/r/n，酒店突顯/r/n?/r/n改觀/r/n酒店/r/n?/r/n全體管理人/r/n?/r/n員率先垂范/r/n?/r/n，___指/r/n?/r/n導黨員干部/r/n?/r/n及全體員工/r/n?/r/n，結(jié)合酒店/r/n?/r/n經(jīng)營、治理/r/n?/r/n、服務等實/r/n?/r/n際情況，轉(zhuǎn)/r/n?/r/n變觀念。在/r/n?/r/n市場競爭的/r/n?/r/n浪潮中求生/r/n?/r/n存，使整個/r/n?/r/n酒店范圍下/r/n?/r/n半年度突顯/r/n?/r/n了可喜的改/r/n?/r/n觀。主要表/r/n?/r/n現(xiàn)在干部員/r/n?/r/n工精神狀態(tài)/r/n?/r/n積極向上。/r/n?/r/n酒店總經(jīng)理/r/n?/r/n大會、小會/r/n?/r/n反復強調(diào)，/r/n?/r/n干部員工要/r/n?/r/n有緊迫感，/r/n?/r/n應具上進心/r/n?/r/n，培養(yǎng)“精/r/n?/r/n氣神”。酒/r/n?/r/n店的治理服/r/n?/r/n務不是高科/r/n?/r/n技，沒有什/r/n?/r/n么深奧的學/r/n?/r/n問。要害是/r/n?/r/n人的主觀能/r/n?/r/n動性，是人/r/n?/r/n的精神狀態(tài)/r/n?/r/n，是對酒店/r/n?/r/n的忠誠度和/r/n?/r/n敬業(yè)精神，/r/n?/r/n是對治理與/r/n?/r/n服務內(nèi)涵真/r/n?/r/n諦的理解及/r/n?/r/n其運用。店/r/n?/r/n級領(lǐng)導還通/r/n?/r/n過___對/r/n?/r/n部門經(jīng)理、/r/n?/r/n主管、領(lǐng)班/r/n?/r/n及員工的各/r/n?/r/n項培訓交流/r/n?/r/n，啟發(fā)引導/r/n?/r/n大家拓寬視/r/n?/r/n野，學習進/r/n?/r/n取，團結(jié)協(xié)/r/n?/r/n作。在完成/r/n?/r/n酒店經(jīng)營指/r/n?/r/n標、治理目/r/n?/r/n標和接待任/r/n?/r/n務的過程中/r/n?/r/n實現(xiàn)自身價/r/n?/r/n值，并感受/r/n?/r/n人生樂趣。/r/n?/r/n因而，部門/r/n?/r/n之間相互推/r/n?/r/n諉扯皮現(xiàn)象/r/n?/r/n少了，互通/r/n?/r/n信息、互為/r/n?/r/n補臺、互相/r/n?/r/n尊重多了；/r/n?/r/n酒店每月兩/r/n?/r/n次夜間例行/r/n?/r/n安檢和每周/r/n?/r/n一次質(zhì)量檢/r/n?/r/n查請假、缺/r/n?/r/n席的人少了/r/n?/r/n，主動關(guān)心/r/n?/r/n參加、檢查/r/n?/r/n仔細認真多/r/n?/r/n了。在一些/r/n?/r/n大型活動中/r/n?/r/n，在酒店全/r/n?/r/n體領(lǐng)導的榜/r/n?/r/n樣作用下，/r/n?/r/n部門經(jīng)理帶/r/n?/r/n領(lǐng)著主管、/r/n?/r/n領(lǐng)班及其員/r/n?/r/n工，加班加/r/n?/r/n點，任勞任/r/n?/r/n怨，工作延/r/n?/r/n長雖很疲憊/r/n?/r/n卻始終保持/r/n?/r/n振作的精神/r/n?/r/n狀態(tài)，為酒/r/n?/r/n店的窗口形/r/n?/r/n象增添了光/r/n?/r/n彩。/r/n三、/r/n?/r/n創(chuàng)品牌效果/r/n?/r/n，抓好全面/r/n?/r/n工作/r/n酒店/r/n?/r/n召開了多次/r/n?/r/n專題會，安/r/n?/r/n排了不同內(nèi)/r/n?/r/n容的培訓課/r/n?/r/n，___了/r/n?/r/n一些驗審預/r/n?/r/n檢等。這些/r/n?/r/n極大促進并/r/n?/r/n指導了酒店/r/n?/r/n管理工作更/r/n?/r/n規(guī)范地開展/r/n?/r/n。同時，酒/r/n?/r/n店引進國內(nèi)/r/n?/r/n外先進酒店/r/n?/r/n成功經(jīng)驗，/r/n?/r/n結(jié)合年初制/r/n?/r/n定的治理目/r/n?/r/n標和工作計/r/n?/r/n劃，酒店及/r/n?/r/n各部門全年/r/n?/r/n主要抓了如/r/n?/r/n下工作。/r/n?/r/n（一）以效/r/n?/r/n益為目標，/r/n?/r/n抓好銷售工/r/n?/r/n作/r/n1、人/r/n?/r/n員調(diào)整。酒/r/n?/r/n店銷售部劃/r/n?/r/n開前臺等崗/r/n?/r/n位，銷售人/r/n?/r/n員上半年就/r/n?/r/n是同規(guī)模星/r/n?/r/n級酒店的_/r/n?/r/n__倍多。/r/n?/r/n酒店總經(jīng)理/r/n?/r/n班子分析原/r/n?/r/n因，要害是/r/n?/r/n人，是主要/r/n?/r/n治理人員的/r/n?/r/n責任。因此/r/n?/r/n，酒店果斷/r/n?/r/n地調(diào)整了銷/r/n?/r/n售部經(jīng)理，/r/n?/r/n并將人員進/r/n?/r/n行調(diào)整，增/r/n?/r/n強了留下人/r/n?/r/n員競爭上崗/r/n?/r/n意識和主動/r/n?/r/n促銷的工作/r/n?/r/n責任心。/r/n?/r/n2、渠道拓/r/n?/r/n寬。銷售部/r/n?/r/n原來分解指/r/n?/r/n標因人而定/r/n?/r/n，缺少科學/r/n?/r/n依據(jù)。酒店/r/n?/r/n下達的經(jīng)營/r/n?/r/n指標卻難如/r/n?/r/n期完成。針/r/n?/r/n對上半年出/r/n?/r/n現(xiàn)的缺少市/r/n?/r/n場調(diào)研、合/r/n?/r/n理定位、渠/r/n?/r/n道劃分種種/r/n?/r/n問題，總經(jīng)/r/n?/r/n理班子在調(diào)/r/n?/r/n整了部門經(jīng)/r/n?/r/n理后，研究/r/n?/r/n通過了下半/r/n?/r/n年度的“銷/r/n?/r/n售方案”。/r/n?/r/n其中在原有/r/n?/r/n協(xié)議公司、/r/n?/r/n網(wǎng)絡訂房、/r/n?/r/n上門散客僅/r/n?/r/n三條自然銷/r/n?/r/n售渠道的基/r/n?/r/n礎(chǔ)上，拓展/r/n?/r/n增加了會展/r/n?/r/n、團隊、同/r/n?/r/n行、會員卡/r/n?/r/n等渠道，設/r/n?/r/n渠道主管專/r/n?/r/n人負責，并/r/n?/r/n按各渠道客/r/n?/r/n源應占酒店/r/n?/r/n總客源的比/r/n?/r/n例，相應地/r/n?/r/n按比例分解/r/n?/r/n指標。這樣/r/n?/r/n，一是劃分/r/n?/r/n渠道科學，/r/n?/r/n二為分解指/r/n?/r/n標合理，三/r/n?/r/n能激勵大家/r/n?/r/n的工作責任/r/n?/r/n心和促銷的/r/n?/r/n主動性，四/r/n?/r/n可逐步再次/r/n?/r/n減員增效，/r/n?/r/n五則明顯促/r/n?/r/n進了銷銷售/r/n?/r/n業(yè)績的提升/r/n?/r/n。/r/n3、房/r/n?/r/n提獎勵。根/r/n?/r/n據(jù)本酒店市/r/n?/r/n場定位為商/r/n?/r/n務型特色酒/r/n?/r/n店，以接待/r/n?/r/n協(xié)議公司商/r/n?/r/n務客人和上/r/n?/r/n門散客為主/r/n?/r/n，以網(wǎng)絡訂/r/n?/r/n房、會展團/r/n?/r/n隊等為輔的/r/n?/r/n營銷策略，/r/n?/r/n總經(jīng)理班子/r/n?/r/n參照同行酒/r/n?/r/n店“房提”/r/n?/r/n的一些成功/r/n?/r/n經(jīng)驗，制定/r/n?/r/n了對銷售部/r/n?/r/n前臺接待人/r/n?/r/n員按高出協(xié)/r/n?/r/n議公司價售/r/n?/r/n房后予以一/r/n?/r/n定比例提成/r/n?/r/n的獎勵。這/r/n?/r/n一房提獎勵/r/n?/r/n政策，極大/r/n?/r/n地調(diào)動了前/r/n?/r/n臺接待員促/r/n?/r/n銷熱情和服/r/n?/r/n務態(tài)度，使/r/n?/r/n酒店上門散/r/n?/r/n客收入明顯/r/n?/r/n上升。/r/n4/r/n?/r/n、窗口形象/r/n?/r/n。銷售部前/r/n?/r/n廳除充分利/r/n?/r/n用酒店給予/r/n?/r/n的房提政策/r/n?/r/n，加大促銷/r/n?/r/n力度外，還/r/n?/r/n非凡重視塑/r/n?/r/n造酒店的窗/r/n?/r/n口形象。其/r/n?/r/n一，合理銷/r/n?/r/n控房間，保/r/n?/r/n證酒店利益/r/n?/r/n最大化。例/r/n?/r/n如，在今年/r/n?/r/n的各種接待/r/n?/r/n活動期間，/r/n?/r/n合理的運作/r/n?/r/n，保證客人/r/n?/r/n的滿足，也/r/n?/r/n保證了酒店/r/n?/r/n的最大利益/r/n?/r/n，連續(xù)多天/r/n?/r/n出租率超過/r/n?/r/n___%，/r/n?/r/n而平均房價/r/n?/r/n也有明顯的/r/n?/r/n提高。其二/r/n?/r/n，完善工作/r/n?/r/n流程，確立/r/n?/r/n各種檢查制/r/n?/r/n度。加強對/r/n?/r/n前廳在接待/r/n?/r/n結(jié)帳、交接/r/n?/r/n班等工作流/r/n?/r/n程上的修訂/r/n?/r/n完善，尤其/r/n?/r/n是結(jié)帳時采/r/n?/r/n用了“賓客/r/n?/r/n結(jié)算帳單”/r/n?/r/n，減少了客/r/n?/r/n人等待結(jié)帳/r/n?/r/n的時間，改/r/n?/r/n變了結(jié)帳的/r/n?/r/n繁瑣易錯。/r/n?/r/n加強主管的/r/n?/r/n現(xiàn)場督導。/r/n?/r/n通過增加主/r/n?/r/n管去前臺的/r/n?/r/n站臺時間，/r/n?/r/n及時解決了/r/n?/r/n客人的各種/r/n?/r/n疑難問題，/r/n?/r/n并對員工的/r/n?/r/n微笑服務方/r/n?/r/n面起到了檢/r/n?/r/n查督導作用/r/n?/r/n。加強主管/r/n?/r/n和領(lǐng)班的雙/r/n?/r/n檢查工作。/r/n?/r/n要求主管和/r/n?/r/n領(lǐng)班對每班/r/n?/r/n的___登/r/n?/r/n記等檢查并/r/n?/r/n簽字，增強/r/n?/r/n主管、領(lǐng)班/r/n?/r/n的責任心。/r/n?/r/n今年前臺登/r/n?/r/n記、會客登/r/n?/r/n記、上網(wǎng)發(fā)/r/n?/r/n送等沒有發(fā)/r/n?/r/n生一起錯登/r/n?/r/n漏登現(xiàn)象。/r/n?/r/n總之，前/r/n?/r/n廳部在總經(jīng)/r/n?/r/n理的帶領(lǐng)下/r/n?/r/n，層層把關(guān)/r/n?/r/n，狠抓落實/r/n?/r/n，把握契機/r/n?/r/n，高效推銷/r/n?/r/n，為酒店創(chuàng)/r/n?/r/n下了一個又/r/n?/r/n一個記錄，/r/n?/r/n上門散客由/r/n?/r/n原來占客房/r/n?/r/n總收入的_/r/n?/r/n__%提高/r/n?/r/n到___%/r/n?/r/n。/r/n5、投/r/n?/r/n訴處理。銷/r/n?/r/n售部尤其前/r/