Annual work summary of hotel front desk customer service

Time flies, we are busy, and inadvertently it will be the end of the year. Looking back on this year's work, I believe that everyone has made great achievements, and we also feel that it is necessary for us to make a summary of our work. Don't think that the year-end summary can be handled casually. This is an opportunity to show your expressive ability. The following is a summary of the annual work of hotel front desk customer service that I helped you sort out, for reference only, and I hope it will help you.

Annual work summary 1 An extremely busy and fulfilling year is coming to an end. Looking back on the past year, while we have made achievements, we have also found shortcomings and problems in our work. Now let's make a detailed summary of our past work. In order to make you stop worrying about the year-end summary, here is the annual summary of the hotel front desk customer service that I helped you sort out. Welcome to share.

In order to know myself better and work harder, I want to sum up the harvest of this year! Fully understand yourself and confirm the way you want to go in the future. My work in 20xx is summarized as follows:

I. Work aspects

In this year's work, as the front desk and customer service of the hotel, I was responsible for the reception of the front desk of the hotel. At the same time, it is also one of our responsibilities to solve problems for customers who call. At work, I am strict with myself, do things in strict accordance with hotel regulations, be responsible for customers, and try to be polite. When customers have requirements, we try our best to satisfy them and provide the best service. But also, according to the hotel regulations, we will never make promises that we can't make to our customers. When they ask, we will politely refuse. Providing the best service and sticking to the bottom line are the basic conditions in my work.

Second, personally.

In order to improve myself better, I am constantly improving myself. In the one-year personal promotion, first of all, standardize yourself in reception etiquette, strictly follow the requirements of the hotel, and actively practice in your spare time. After the X-month ceremony, I also actively participated in the hotel etiquette training, and won the appreciation of the leaders with excellent results.

In the work of customer service, I summarized the list of customers' problems. As much as possible, I went to the liquor store to find out what I didn't know or didn't know, so as to solve problems for customers more conveniently. At the same time, I also actively learn the telephone language and skillfully use the common skills of telephone communication to leave a better impression on customers.

Third, shortcomings

This year, the problems actually focused on the front, and I also made many improvements in the follow-up work. But after careful calculation, there are still many shortcomings, especially in patience! When you are particularly busy, you may be impatient with customers or even perfunctory! It is because of this problem that I was complained by customers and the hotel was affected. It also left a bad impression on the leaders.

In that question, I thoroughly reflected on myself and realized that as a service person, I should put the customer first, and it is obviously absolutely unacceptable for me to ignore the customer like this! In the future work, I am constantly improving myself, hoping to get rid of this idea as soon as possible.

Fourth, summary.

The year's work is over, but the new year is not far away. Summing up my work this year, I found that I actually had too many shortcomings. As a server, this attitude is wrong. In the next year, I will work harder to be myself and do my job well.

The second chapter of the annual work summary of hotel front desk customer service will be over in a blink of an eye. This year, I have changed a lot and learned a lot. When I first entered the society, I encountered many problems and needed to learn interpersonal skills.

After being introduced by a friend, I came to work in xx Hotel as scheduled. With enthusiasm for my first job, I took the first job in my life-reception at the front desk. Xx Hotel has * * * rooms. Compared with xx, the number of rooms is not bad. Every hotel is the same. The front hall is the core of the whole hotel and should also be the face of the hotel. Therefore, the requirements for the staff are relatively high, especially the reception and image at the front desk. In addition, personal qualities are also very important. Personal qualities include language ability, adaptability to people and things, attitude to emergencies, etc. It is the information center of the whole hotel, from which most guests get hotel information, so staff must have a good understanding of hotel information.

To sum up, you can use the following five items to elaborate:

1, courtesy, etiquette. Including: how to smile, how to provide service for the guests, and the language of the guests in the service.

2. The front desk staff also cooperate and unite because of the cooperation of the floor staff, which is beneficial to the interests of the hotel.

3. Front desk business knowledge training: mainly the daily workflow. The daily work of the front desk is very complicated, which can be roughly divided into three aspects, that is, a guest checks in, provides a series of services for the guests during their stay in the hotel, including luggage storage and inquiry, and finally checks the information for the guests and communicates with them.

4. Language: The front desk is forbidden to use local dialects for guests during the usual guest service. Why? It is disrespectful to the guests, which lowers the personal quality and brings bad influence to the hotel, so it is a basic requirement to use Mandarin at all times.

5. Collect and master relevant local scenic spots and latest information. Most of the guests who come to stay in the hotel come from various cities and abroad, which requires us not only to have a certain grasp of xx tourist attractions, but also to have more understanding of xx scenic spots, and even to have a comprehensive understanding of some customs and habits of various countries and ethnic groups. These are the prerequisites for us to serve our guests better.

Reception at the front desk is a very simple job, but there are still many things to learn. I will try my best to do my job well. Only in this way can I constantly improve and perfect myself. On the other hand, it is interpersonal relationship. The feelings between students in school are sincere, and there are not many interests. However, when entering the society, everything you say and do needs to be considered repeatedly. Of course, I always remind myself to be honest with others, and everyone will be honest with you. I like the feeling of being busy, which can enrich my life and reflect my life value.

Annual work summary, hotel front desk customer service, time flies. In a blink of an eye, the work of 20xx is coming to an end. With the strong support of the company's leaders and the close cooperation of all departments, the work objectives and work plans of each stage have been basically completed in the past six months. Since the delivery of the project, the customer service department has been running through the requirements of property management in the early stage of xxxx, strengthening the internal management of the department and strengthening the level of property service. The work of the department has been significantly improved, and the enthusiasm and sense of responsibility of employees have been greatly improved.

First of all, the work of this year's department is as follows

1. Standardize internal management and enhance employees' sense of responsibility and initiative. Since the establishment of xxxx customer service department, the professional knowledge of customer service staff is varied: the concept of property management is vague, the sense of teamwork is weak, and the initiative and responsibility of work are not strong. In view of the above problems, our department has formulated the specific responsibilities of customer service assistants and the regulations on the management of model houses, and defined the specific requirements and standards for the daily work of the department. They have been trained in the basic knowledge of property management and are regularly evaluated. Strengthen communication with employees, understand employees' inner thoughts and requirements, and adopt different methods to stimulate employees' work enthusiasm for different personnel. At present, the employees in this department have changed from passive and procrastination to more active and positive working conditions.

2. Strictly grasp the courtesy of customer service staff and improve service awareness. The customer service department is the window for the service center to contact with the outside world. The service consciousness and quality of customer service personnel directly affect the overall work of customer service department. Over the past six months, I have formulated a relatively comprehensive etiquette standard for property management, and departmental employees conduct self-inspection and mutual inspection on dress and etiquette before going to work every day. Strengthen the training of customer service personnel in language, etiquette, communication and problem-solving skills. The service concept of "enthusiasm, thoughtfulness, smile and meticulous" runs through this department, which greatly improves the service awareness and quality of customer service personnel.

3. Successfully completed the work of Huangting Xiyuan from the construction stage to the opening stage. The main job of our department is to assist developers to sell real estate and operate in strict accordance with the daily reception process formulated by developers.

4. Cooperate closely with other departments, realize internal and external coordination, and supervise the housing lease of staff quarters in the service center.

Two. Key points of 20xx work plan

1, continue to strengthen the overall service level and quality of customer service personnel, and formulate corresponding training plans according to different stages of property management in the early stage.

2. Assist the development company to sell the real estate, and make preparations for the takeover, acceptance and occupancy of the previous property management.

3. Improve the system and process of customer service department, and basically realize institutionalized management.

4. Cooperate with other departments to complete the tasks assigned by superior leaders.

Although the work performance of this department has improved obviously on the whole, there are still some problems: the customer service staff has not been engaged in property management for a long time, the overall business level and professional quality are low, the skills and methods to deal with problems are not mature enough, the experience in dealing with emergencies is insufficient, the professional quality of service is not very high, and there is no timely follow-up and feedback after receiving the problems. In order to do a better job in the new year, all employees in our department will unite and work together with Qi Xin to achieve the company's goals and make modest contributions to the company.