火锅店年终总结

转眼20xx年运作已走过三个季度，回顾10月份，在公司各部门和王经理的正确指导下，在前后厅的密切配合下，在全体员工的大力支持和努力下，完成了业绩是122万元，比9月份超了7.5万元，可是离指标133万元还差11万元，我们将会继续坚持和奋斗下去。下面对10月份的工作总结如下：

一、经营情况：

冬季了，火锅店的生意承上升趋势，经营情况较为稳定，客源也较为稳定，为即将来临的旺季我们已做好了准备工作。

二、工作情况：

1.员工的整体接待服务水平有所提高：

我们每周六的15：00是固定不变的培训时间，都会给员工做培训，练好各项基本功，减少不必要的投诉；

2.海鲜直货销售情况良好：

为保证太多的直货海鲜能够在新鲜期内销售完毕，及时和梁雪涛做好沟通、汇报工作，申请了海鲜特价的销售，销售情况良好，除了鲍鱼因养殖技术原因产生了直货较多，现已渐

渐销售，1000多颗的鲍鱼直货通过大家的推销，截止到今天还剩 颗，直到11月才调拨给了安庆店200颗鲍鱼，铜陵店100颗，，在此表示对这两家门店的感谢，谢谢支持。

同时，希望安徽区域的每家门店能及时将真实的库存数告诉梁雪

涛，每家门店齐心协力，互相配合，在完成本店直货销售一空的情况下主动去问有没有其他店需要帮忙代售的，

尽可能在短时期内销售完毕，否则会影响口感和质感。

3.管理方面任然在继续加强管理方式和管理技巧的锻炼：

在10月份进来的几名从基层员工提拔的实习领班，经过自身的努力、学习、实践，现在已经进入了管理状态，日后将继续加强对她们的培训工作。提高各项管理技能。

4.人员招聘上面，前厅是招了十来位兼职的大学生，经过培训和锻炼已可以单独操作；缓解了服务员紧缺的情况；但是基层员工依然缺乏，招聘员工已纳入我店的工作重点。

5.客诉方面有所下降，基本上就是客诉忙的时候上菜慢了、菜里发现小虫等异物，忙的时候人员不够，都已做好解释工作，没有大的事件发生。现在我也常给员工总结些案例，加

强处理客诉的应变能力，及时安抚客人受伤的心，让客诉的客人能够再次光临也纳入我们本月的工作重点中。

6.沟通方面:

在客人面前，培养领班的工作积极性，多做好与客户的沟通、巡台，及时传达和了解客人反馈的意见，必要时做好回访记录，做好售后服务工作；

在员工面前，培养了大家的团队意识，多做员工和领导层之间的沟通，一边安抚和支持、指导、考核领班的工作，一边做好员工支持实习领班的工作情况，减少矛盾和误会的产生

，从而影响工作的安排和执行力度不够的压力。

7.团队方面：

经常给员工灌输团队精神，抨击个人主义者，经常给员工树立正确的思想教育观，培养大家热爱企业的观点。

一是创新经营，突出“创收、赢利”这一主题[网-]

创收、赢利是一个企业永不变的主题，为提高部门创收能力，部门根据年度总体工作安排，作了以下几方面的工作：

①为进一步提升人气及知名度，在海鲜直货较多和滞销菜品较多情况下，推出了特价酬宾促销活动，得到的消费者的一致好评。

②加强优惠券的大力宣传情况，让中低挡消费层次的顾客走进来，尝出味道、尝出品味来，改变澳门豆捞在百姓心中‘贵’的印象。

③为增强在vip客户中的知名度和品牌效应，抢占更大、更多的高档消费客源，充分展示和体现酒店承办效果及组织能力，

服务上，建议在店内培养一批骨干力量（如气质上、形象上，技能上）的服务人员，贵宾来时最好领班级以上亲自服务；

促销上，建议在店内培训一批促销能手，要求口才较好、应变能力强的员工、领班亲自针对为不同消费档次的客人点菜；

⑤为强化厨部创新意识，确保餐饮产品在花色品种上做到常换常新，达到用新菜留住与稳住老顾客的目的，

二是转变观念，强化“质量建设”这一根本

质量就是根本，质量就是企业发展的生命线，质量是企业永恒的主题。三季度，为实现公司及酒店领导年初提出的“发展餐饮”这一战略目

标，并持续保持上半年餐饮良好的发展局面，部门在“质量建设”上着手开展了以下六个方面的工作：

①为圆满的完成市旅游局组织的饭店服务技能大赛，部门根据总体工作安排，早于10月份就着手拟定并实施了《餐饮部参加市技能比武人员实施进度表》，在酒店领导及部门人员的的高度关注下，在参赛人员的共同努力下，餐饮部在此次技能比武大赛中，荣获中餐台面设计一等奖、中餐宴会摆台三等奖，为酒店、为部门争得了荣誉。

②部门根据上半年经营情况较好的实际，为保持这种良好的经营势头，并在菜肴制作的创新和优质原材料的引进上得到进一步的提升和信息的了解，在分管领导贾副总的带领下，组织后厨部分骨干赴长沙、株洲、吉首等地的原材料市场、社会餐馆进行了一次全面的考查，不仅开拓了厨师视野，同时也引进了巴西烤肉、怀大养生大宝、乡里腊肉等一批特色菜肴及优质原材料，受到了广大顾客的一致好评。

③为进一步提高后厨烹饪水平，加强厨部烹饪技艺的交流，逐步提高厨师队伍切、配、装的整体技术水平，并不断强化后厨质量意识，部门于12月x日在后厨举办了一次技能比武大赛，通过此次技能比武，共推出新菜3xxxx道，不仅激发了厨师的创新意识，同时也找准了厨部存在的薄弱环节，为第四季度后厨工作再上新台阶打下了良好的基础。

④为规范后厨物品摆放及量化管理，降低餐具破损率，提高工作效率，结合后厨日常工作的实际，部门于十二月份拟定并实施了《餐饮部后厨餐具、物品规范摆放及日常管理暂行办法》，同时为统一厨部装盘器皿，提升席面效果，提升酒店餐饮形象，根据经营需要，部门对厨部部分器皿

进行了一次购置工作；

。

三是积极沟通，把握了客源市场这一关键

为进一步稳定客源，增强顾客对酒店的忠诚度，保持并提升餐饮上 本新闻共2页,当前在第1页 1 2

第二篇：酒店年终总结

Bureau is in city is led and the care support help of the board of directors falls, **** big public house from official on April 16 start business since, had taken the poineering course with 8 many not mediocre months. Review 20xx, hotel faculty was overcome just start, experience is not worth the difficulty that waits for square field surface, experienced the welcomes the job test of all sorts of large conferences and important VIP guest, gradually by do poineering work was on maturity, also obtained delectable result, preliminary on management means came true to manage the change that manages to major by exploration, came true to be in charge of a person to manage the person’s change to the system by the person on administrative mechanism, came true on service advantage by the dimensions benefit change to gain benefit. Recieve guest person-time in all in the time of 8 many months, achieve business income 10 thousand yuan, implementation net profit 10 thousand yuan (do not contain contract external income) . Made much work for this hotel, sum up as follows now: Had made each preparation work seriously, of cogent safeguard hotel on time practice. 1. From Feburary 21, 20xx city bureau leading Party group prepares to construct certainly the hotel comes official on April 16 start business, meantime has many days of 40 short time only, in the hotel penniless circumstance falls, employee needs invite applications for a job, article needs to purchase, each regulations system and working flow need to build. A large number of preparation that face these square respect ranges work, together with prepares to construct personnel lacks experience again, can saying is time is tightened, the task is heavy, personnel is little. Whether on time practice, press on the heart that the hotel leads like a stone, but hesitate none again reached consensus, the decision of city bureau leading Party group is a command, time is again close, the task is again heavy, must finish on time stoutly. For this restaurant leader members of a squad-a small body of people working together thinks actively think way, serious research understands preparatory plan, guide temporarily a few personnel that invite applications for a job comes to work overtime, day and night begin the work. Held water to prepare to construct above all leader group, hold group meeting 4 times early or late, research was made prepare to construct; research made working program purchase article to plan; Research made the member that use a worker temporarily invite applications for a job and groom the salary standard that plan; established the member that use a worker temporarily; Made current the working key of a period and working train of thought. Make these working grading a time schedule, day-to-day catch fulfil, ensure a hotel on time practice, got saving city bureau leading reputably. 2. Was to establish article to purchase leader group, specific and responsible article purchases program fulfil. In the support of the board of directors the help falls, in more than 10 days of short time, jointly with mechanism the comrade of concerned section office such as censorial, plan money is opposite 13 kinds big together of more than 20xx breed prepare to construct article undertook collective is purchased going out, according to cheap politics formulary requirement, approve the heavy goods that handle to needing to the government is purchased and accuse to do, execute invite public bidding strictly to purchase according to the regulation, organize personnel seasonable organization reachs the designated position. 3. Was to finish job of staff invite applications for a job on time, staff invite applications for a job is the hotel prepares to construct working grand opera, whether enrol relatively the personnel of high quality reachs the designated position in time, it is a hotel whether on time the key of practice, also be a hotel later can the assurance of shape up. For this, we made the following work seriously: 1. Make full use of newspaper, broadcast and TV undertake advertisement is publicized, let more people know to

come as far as possible the matters concerned of invite applications for a job of big public house; 2. Establish working party of invite applications for a job, serious understanding applies for the fundamental condition of personnel, according to the hotel the demand guards a pass strictly; 3. Constituent check-up, ensure suffer hire staff healthy, avoided those who infect a patient to enter;

4. Right recently the personnel of invite applications for a job undertook military training, the main purpose of this action is for the concept of viewing the situation as a whole of aggrandizement employee and constituent discipline sex, obtained relatively apparent effect through military training of 4 days. 5. The organization hires personnel newly to leave to the province come the vocational training before the hotel has the post of normalization, through exercitation of 22 days, hire newly personnel is preliminary the professional knowledge that mastered formulary post, enhanced working ability. Whole invite applications for a job grooms around last a period of time more than 30 days, in all invite applications for a job grooms of all kinds employee 110 more than person, the practice that is a hotel laid good talent foundation. 2, formulate each regulations system, progressively and perfect interior manages. Regulations system is those who strengthen hotel management is important assure. For this, the hotel values this job very much, the post obligation that made departmental door in time, job serves flow to wait for a series of regulations systems. Practice at the beginning of as a result of hotel major quality administrator is lacked, the regulations system of individual branch not very suit is actual, have working flaw, return some sectional regulations systems diseased all the time, the hotel is working real case joins in moving, undertake ceaselessly adjustment, and with “ the province leaves come big public house “ , “ spaceflight big public house “ “ Jing Fuda hotel “ wait for a person of the same trade to communicate study each other, draw lessons from experience, learn from others’s strong points to offset one’s weakness, remedy flaw, make the regulations system of the hotel is able to mix soundly ceaselessly perfect. Branch of hotel finance affairs most make first gave a practical financial institution, perfected branch of hotel finance affairs soundly the station job duty of each station staff, make the finance affairs of whole public house, supply, custodial, get with the in an orderly way that waits for each job to begin, sleek. They return the real need according to hotel accountant business accounting, through the ceaseless discussion, actual application that revise and relapses, the cable that built to fit business accounting of this hotel finance affairs and administrative need thoroughly calculates change system of financial chalk it up. To facilitate each employee of the hotel can understand the regulations system of the hotel in detail, the hotel wove again “ manual of staff of **** big public house “ , in the hand that extends to be versed in to each member that enter store, make its can act according to the rules, always restrain oneself behavior with regulations system, make clear the right that oneself have and obligation. To make of the hotel level of management more a new chance to extricateoneself from an awkward position, december the hotel still invited professional administrator with high salary designedly, undertook comprehensive reform to the hotel, rolled out weekday of system of sign in of check on work attendance of method of nucleus of delve of be careful in one’s conduct of system of early regular meeting, quality, manager, branch a series of new regulations systems such as annals, of these systems establish the government that strengthened pair of various personnel, arrived since “ provide a person with the system “ favorable result. Make the many sided such as sanitation of words and deeds of the spiritual outlook of hotel faculty, bearing, environment enhanced an arrangement. Current, the hotel already was made allotted the regulations system such as of all kinds duty, regulation, method, flow more than 40, the hillock to each person, duty, the level that

the target raised to make clear, made relevant condemnatory provision to what surmount and disobey. Accomplished have Zhang Ke follow to every every job, work segment, have compasses can depend on. 3, the quality that enhances personnel grooms, improve service quality hard. Grooming is the significant step that improves employee quality, it is the fundamental sex work that improves service quality. When the hotel just held water, the staff member majority that first entering was not engaged in the experience that the hotel works, the administrator of high administrative levels is lacked more, together with hotel is the industry with stronger liquidity of a personnel, especially meal clerk, high talent finds quality hard, the staff with small quality satisfies the need of the administrative levels on the hotel hard again, in practice hotel leader realizes, the education that strengthens personnel and education are the hotel raises service quality key, also be to promote a hotel to live with development essential. For this, in hotel start business at the beginning of groom with respect to what undertake militarization, standardization to employee of place invite applications for a job and systematic theory gives lessons