Summary and plan of front desk work

Summary refers to the written materials that social groups, enterprises, units and individuals review, check, analyze and evaluate after a certain period, a certain project or a certain work is completed, so as to affirm achievements, gain experience, find out gaps, learn lessons and have some regular understanding. You can make clear the direction of the next work, make fewer detours, make fewer mistakes and improve work efficiency. So do a good summary and write a good summary. So how do we write a summary? The following is my summary and plan for the front desk work. Welcome everyone to refer to it, I hope it will help you.

The summary and plan of the front desk work 1 20xx slipped away inadvertently. Looking back on this year, I have gained a lot and accumulated a lot of work experience. Under the leadership of the leaders and with the help of my colleagues, I finished my work dutifully. As a clerk in the company, I know the importance of work, so I constantly improve my working ability and strive to do better during my work. The work of this year is summarized as follows:

First, treat the work meticulously.

The daily work of the front desk clerk is trivial and boring, which requires me to finish the work slowly and steadily, and minimize the trouble. I remember that when I made a visitor list, I accidentally filled in the wrong date, which caused a lot of unnecessary trouble for the company's follow-up audit. After this mistake, I learned a lesson and completed every task more seriously in my future work.

Second, be conscientious and have no regrets.

Earnestly do a good job and temporary work, manage various forms in a formal and standardized manner, and actively do daily housekeeping work under the direct leadership of XX, so as to relieve the worries of superiors.

1. Do daily work patiently and meticulously: be responsible for answering incoming calls and consulting, carefully record important matters and convey them to relevant regional supervisors in time, without omission or delay; Responsible for the reception of visiting customers and maintain good manners; Responsible for the classification and filing of various documents, and send and receive company mail every day.

2. Document management: make various forms and documents at any time, and complete the printing, scanning and copying of documents according to the instructions of leaders and supervisors. Various inspection reports, training records and meeting records completed by the supervisor have been classified and filed in time for easy reference and management.

3. Archiving of employee files: classify and archive the files of current employees and former employees, and timely update the files of new employees after adding offers every month.

Third, shortcomings

In this year's work, I have been strict with myself, earnestly and timely doing all the work assigned by the leaders, humbly asking the leaders and colleagues about the problems encountered in my work, and constantly improving and enriching myself. I have been able to handle the daily work and other related work of this position well now. Of course, there are also many problems in the work, such as not being careful enough, not checking carefully when filling out the report; Lack of initiative, just working to finish the work; The work is not very solid, busy with daily chores, and the work has not risen to a certain height.

Four. 20xx work plan

In addition to correcting the above shortcomings, I will work harder to meet the following requirements in 20xx:

1, actively do daily security work: ① keep the office clean and tidy; ② Do a good job in sending and receiving all kinds of mails; ③ Complete other temporary work assigned by the leaders seriously, on time and efficiently.

2. Improve personal accomplishment and work ability: ① Continue to strengthen the study and systematic training of corporate cultural concepts; (2) Learn from leaders and colleagues how to have good work experience, improve their own quality quickly, and better serve their jobs; ③ Strengthen the ability of communication and cooperation with others.

20xx years have passed. In 20xx, I will strictly demand myself to do every task with my heart. Although I am still lacking in experience and ability, I believe my efforts will be rewarded. As long as companies understand, communicate and cooperate with each other, I believe that the future of XX will be better.

Summary of Front Desk Work and Plan 2 Through the efforts in the first half of the year, I have successfully completed the work of the hotel housekeeping department. Now let me summarize the work of the hotel housekeeping department in the first half of the year.

I. Training

Complete the study and assessment of two SOP processes every month, organize employees to carry out training in a unified way, and each team leader will strengthen the assessment of team employees, enhance their business skills and improve their quality and professionalism. The team should be aware of the training and assessment of knowledge, make a training schedule according to the requirements of the department, arrange employees to study according to the progress of the schedule, and then conduct the assessment by the team. Conduct case training early every day to improve employees' ability to solve and deal with problems. Analyze vivid cases of posts to avoid the recurrence of such cases and improve service quality.

Arrange special training for the shortcomings found in the work. The foreman should organize employees to conduct on-site training and guidance for the irregular placement of items found in unannounced visits; In view of the present situation that there are many items left behind for a period of time, the staff are arranged to carry out ward round training to guide the staff to find blind spots that are easy to ignore in ward round. Cross-training of room service and switchboard personnel has been carried out in batches since XX. Through the cross-learning between the employees of the two positions, the professional level and comprehensive quality have been improved, and they are also familiar with the workflow and operational skills of each position, which is convenient for the smooth merger of the two positions in the next stage.

Second, management.

Since the first half of the year, the occupancy rate has remained high, especially in XX. All employees work overtime, help each other, and complete sanitation and various customer services. The lack of post foreman leads to the excessive area in charge, which affects the quality of management and control. Later, XX floor was assigned to XX company to assist in prosecution, which reduced the workload of the foreman. Since the cooperation, the sanitary quality and personalized service have been stable.

In the first half of the year, the overall service quality was relatively stable, the group questionnaires all exceeded the departmental assessment indicators, and the monthly score of the guest transfer was relatively stable, with no ups and downs; Our excellent service can be reflected in confidential letters and online reviews, which have been well received by guests. In particular, the number of online individual customers has increased significantly, which puts great pressure on us, and the overall hardware level of XX building is insufficient. We have improved the satisfaction of our guests through various personalized services and won a good reputation.

Third, reception services.

Successfully completed the reception work of each Golden Week, all posts cooperated closely and followed up as planned, and completed various assessment indicators, basically realized the "0" complaint of service quality and the "0" occurrence of safety accidents, and accumulated some reception experience in the Golden Week; The opening of XX EMU has brought us a large number of passengers. After a period of reception work, the post combed and formulated the summary and ideas of EMU customer reception, which provided guidance for the next stage of work.

Effective follow-up of XX service. Since the first half of the year, a number of housekeepers have been sent to follow up VIP guests and groups, which has gained a good reputation. While doing a good job of reception, the housekeeper actively promoted products such as hotel room delivery, which increased income. At the same time, actively assist the hotel conference housekeeper to do the work of conference assistant housekeeper and complete the conference reception of each batch. According to different reception work, the basic formation convention should be done in advance and good results have been achieved; Innovate the layout of honeymoon rooms and increase the selling points of hotel products.

Fourth, the team and personnel.

A number of employee care activities, such as employee care plan, SMS blessing, singing birthday songs for birthday employees and giving gifts, have been unanimously recognized by employees and improved employee satisfaction; Organizing many batches of outdoor team activities increases the communication opportunities of employees, relaxes the body and mind while working, and enhances the cohesion of the team.

Hold a monthly quality inspection analysis meeting every month to analyze the problems existing in the post last month and evaluate and reward the work of each team, which has played a certain incentive role; On the basis of team questionnaire assessment, gradually implement the reward and punishment system of foreman KPI assessment, so that the assessment indicators can be decomposed into teams and teams, and the rewards and punishments are clear, which is conducive to achieving the assessment indicators efficiently; According to the career orientation schedule, four employees, two foremen and two receptionists have been trained in the first half of the year.

Summary and Plan of Front Desk Work 3 I worked for another year in a blink of an eye. According to the manager's work arrangement, I am mainly responsible for the daily operation of the hotel front desk and the training of the hotel. Now I will make a summary report on my work.

I know I'm playing a connecting role and coordinating the left and right. What I do every day is also trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the manager's daily work, which requires me to have a strong sense of work, a correct attitude, rapid work efficiency and comprehensive efforts. My daily duties are:

1, execute the instructions given by the manager and manage the employees.

2, supervise the waiter to serve the guests, organize the staff on-site deployment, to ensure the quality of service.

3. Check the gfd, manners and working attitude of subordinate waiters, lead subordinate employees to do a good job in hygiene and cleaning, and strictly record the attendance of employees in this class.

4, responsible for the recipients of services required items, fill in the recipients list for safekeeping.

5. Hold a pre-shift meeting regularly every day to convey the instructions and notices of our store and various departments, summarize the work situation and precautions of the previous shift, and put forward the service requirements of each position.

6. Regularly check the equipment and facilities in the area to ensure that the facilities and equipment in the business area are in good condition.

Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes there will be mistakes in my work, and I will take them as a warning and make persistent efforts in my future work.

Summary and planning of front desk work 4 Time is always fleeting. Working at the front desk for two months, I gained a lot. Since I took office, I have tried my best to adapt to the new work of the working environment and the front desk, and earnestly performed my duties and completed all the work. I have been integrated into our team since the first day of the company. The work of these two months is summarized as follows:

First, the daily work content:

1, transfer calls, accurately transfer visitors' calls, and treat harassing calls gently to improve work efficiency;

2. Receive and guide visitors, and cooperate with the personnel department to register applicant information;

3. Update the address book. In view of the large internal personnel transfer and many new employees, the address book cannot be changed in time, which affects the communication between departments and between customers and the company. Therefore, it is necessary to do a good job in follow-up work, update the address book in time, and often communicate with various departments in future work to get correct information in time;

4, sign for mail, send mail to leaders at all levels;

5. Come early and leave late every day 10 minutes to cooperate with various departments;

6. Receive daily newspapers and mails and hand them over to relevant personnel in time;

7. Distribute the company's documents, distribute the documents to all departments in time, and quickly convey the company's policies and measures;

8. Check whether the power of the front desk computer is turned off after work.

Studying in practice, trying to adapt to the work, just joining the company, knowing nothing about the company. Through the patient guidance and help of leaders and colleagues, I learned a lot of knowledge in a short time.

Second, the existing problems:

You don't do things carefully enough, you don't think comprehensively, and sometimes you forget things. At present, the company has a large turnover of personnel, and there are many and frequent people going in and out, which has caused some omissions.

Third, give yourself advice:

1. As a receptionist, we should not only be down-to-earth and do things seriously, but also pay attention to communication with various departments. Understand the development of the company and the work content of each department. With these knowledge reserves, you can answer the questions of visitors in time and accurately, and transfer the calls of callers accurately.

2. In accordance with the provisions of the premise, but also pay attention to methods, a firm attitude, euphemism, and strive to improve the quality of service.

3. Be considerate and careful in doing things. Sometimes because some small problems lead to big mistakes, we must first think of the consequences;

4. Work progress and problems encountered in the process of work should be fed back to the superior because they cannot be handled in time.

5. Strengthen the study of etiquette knowledge. Studying at work is not enough. After work, you must also learn relevant professional knowledge and understand the common sense of etiquette that you must abide by when interacting with people.

These are exactly what I lack in my work. Through thinking, I think that no matter which position, no matter what job, it is a part of the overall organizational structure of the company, and it is for the overall goal of the company. For the front desk work, it should be "the starting point of company image and service". Because for customers, the front desk is the first step for them to contact the company, and it is also the first impression of the company. The first impression is very important, so the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. With the understanding of its importance, I further thought about how to do my work well. So I will definitely work harder in the days to come!

Summary and Plan of Front Desk Work 5 The coming 20xx year is a full, busy and happy year. At the end of the year and the beginning of the year, review the past and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders and with the friendly cooperation of colleagues, I have made great progress in my work and study.

The front desk is the starting point to show the company's image and service. For customers, the front desk is the first step for them to contact our company, and it is also the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. Recognizing its importance, I must do my work carefully.

First, strive to improve service quality. Answer every call carefully, memorize the extension numbers of all departments, transfer calls in strict accordance with the company's guidelines and do a good job. When customers visit, I will always pay attention to maintaining a good service attitude and receive them warmly. Promote the company culture to customers in a suitable environment and answer customers' questions skillfully. Smiling, patient and meticulous, warm tips. In my spare time, I will strengthen the study of telephone skills and etiquette. Constantly recharge yourself to adapt to the rapid development of the company.

Second, pay attention to the health and image of the front desk and remind health personnel to clean up on time. The pantry within its responsibility shall be kept clean, and the water dispenser shall be disinfected at least once a month. Replace the printer cartridge in time and maintain the front office supplies.

Third, do a good job in stationery procurement and learn some purchasing skills. Understand the market price of purchased stationery, and further communicate with existing suppliers, hoping to reduce the original purchase price. And find more high-quality stationery suppliers. Choose suppliers with good quality, low price and thoughtful service. Save every penny for the company. Maintain more than two fixed suppliers.

Fourth, do a good job in warehouse management. Check the warehouse on time and classify the goods. Strictly follow the company system, so that every entry and exit is registered. Check the integrity of the goods in time and report the loss or damage of the goods to the relevant departments in time.

Fifth, focus on the overall situation, regardless of personal gains and losses. Whether it is during working hours or vacation time, if the company has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of Jingxin, I will dedicate my strength to serve the company. Usually actively participate in the activities organized by the company, strengthen the feelings between colleagues and communication between departments. And learn more about the company's basic situation and business content. In order to work better in the future, we will continue to lay the foundation.

Although the work at the front desk is sometimes trivial, everything should be done seriously. So I will do everything with my heart. Thanks to the guidance of department leaders and the opportunity given by the company, I will strengthen my study and work hard in the future!

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