Model essay on annual work summary of hotel front desk 20 19

At the end of a year's work, we need to sum up the gains in this process, know ourselves clearly from the summary, and save valuable experience for the coming year. The following is my "Model Paper on Annual Work Summary of Hotel Front Desk" for your reference only. Welcome to reading.

Annual Work Summary Fan Wen (1), the front desk of the hotel, worked in the hotel for one year, which was well received by most guests, colleagues and leaders, and successfully completed all tasks assigned by the leaders. At the same time, individuals have also made some achievements in different aspects, mainly in the following aspects. The following work is summarized as follows:

I. Raising awareness

As a service work, the essence of hotel industry is to provide guests with high-quality and comfortable dining and rest environment. Reception at the front desk is the first step of work, and it also represents the first impression of the hotel. The front desk service personnel must be highly aware of the importance of work, always keep in mind the service tenet of "guests first, service first" and "completely satisfying guests", always smile and receive guests from all directions seriously and humbly. Only by constantly improving the understanding of the importance of the front desk work can we do the front desk work well, and only by focusing on our own work and paying attention to every service link can we ensure the orderly and healthy development of all the work.

Second, work hard.

Over the past year, I have been diligent and practical in my work, strictly in accordance with the provisions and requirements of the front desk work, earnestly performing the duties of front desk service and actively carrying out various tasks. During work, I am on duty on time and never leave early, which ensures the normal business order of the reception center. Treat guests with courtesy, enthusiasm, friendly smile, patiently answer and accept questions and suggestions, actively coordinate and solve with relevant units in time, and properly handle complaints from large and small guests, which has been well received by the majority of guests. In the interaction with colleagues, I can unite and help each other, be friendly and harmonious, and properly handle various problems in my personal life.

Third, strengthen study.

At the same time of solid work, I insist on learning various cultural knowledge, mainly in hotel management, law, accounting and other aspects of a systematic and in-depth study. A person's learning ability can determine how far to go. Only by constantly learning from all aspects can we improve our work initiative and innovation and adapt to the ever-changing and developing hotel industry.

Of course, while summing up my achievements, I also have some shortcomings, such as my overall awareness and initiative, which need to be improved in the next step.

In short, at the end of xx, with the care and help of leaders and colleagues, I made some achievements. However, in the face of new situations and problems, I still need to stand at a new starting point, meet new difficulties and challenges, make persistent efforts, continue to earnestly perform my duties, constantly improve my professional level, and work creatively to contribute my light and enthusiasm to the all-round development of the reception center.

Annual work summary model essay (2) The past 20xx years at the front desk of the hotel have been full, busy and happy. On the arrival of this new year, looking back, in almost five months after I came to our X hotel, as a new employee, with the care and help of our front office leaders and colleagues, I have never known anything about the reception work at the front desk of the hotel, and now I have been able to work independently. Never dare to speak to communicate freely with guests! I sincerely thank the department leaders and colleagues who have helped me, thank you! Now I will make a summary of my work in the past five months.

The front desk is the starting point to show the image and service of the hotel. For guests, the front desk is the first step for them to contact our hotel, the first impression of the hotel and the facade of the hotel, which is very important. So the front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests begins with welcoming guests at the front desk, and a good beginning is half the battle. Recognizing its importance, we must do our work well. Therefore, in the past five months, I have been strictly abiding by the hotel regulations. To sum up, it can be said from the following five aspects:

First, like all other service industries, politeness and etiquette.

How to keep smiling, how to greet guests, how to provide services for guests, and the language to be used in services.

Second, pay attention to the image. The front desk is the first impression of the hotel and the facade of the hotel.

Therefore, our front desk staff must ask the guests to wear light makeup, work clothes and have a good mental outlook, so as to maintain the image of the hotel and let the guests know and see our mental outlook of Yibang. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.

Third, the front desk business knowledge training

Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!

4. Front desk English. Some English at the front desk is the basic requirement for every receptionist, so as to better serve foreign guests.

As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before.

Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment. Through such training, I understand a truth, you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!

Fifth, focus on the overall situation, regardless of personal gains and losses.

Whether during working hours or during vacation, if the hotel 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 Yibang, I will contribute my strength to the hotel. Usually actively participate in the activities organized by the hotel, strengthen the feelings between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel. In order to work better in the future, we will continue to lay the foundation.

In the past five months, I have many shortcomings, such as communication with leaders and colleagues, and work. My colleagues and I suggest that guests often make me nervous. The new year is coming, and I will definitely overcome this mentality in my future work. I am also very grateful to my colleagues who gave me advice!

Because you and I are both aware of our own shortcomings, we have a chance to correct them. It is also of great help to me! 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!

Annual work summary model essay, the hotel front desk (3) has been working in this hotel for half a year unconsciously. From the beginning to the present, I believe that apart from my own efforts and efforts, I can't do without the training brought by the hotel and the support of old employees and old leaders. I have learned a lot in half a year, and the well-known business motto "the customer is always right" has been brought to the extreme here. In order to achieve certain financial goals, hotels should not only meet the material needs of guests, but also meet their spiritual needs. Therefore, as hotel operators, as long as we don't violate the law and morality, we often meet the requirements of our guests. Therefore, from the beginning of induction training, employees will be instilled with such words: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I have always believed that customers are God, and I have been trying to make my service to the extreme.

The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping guests with service needs, telephone transfer and other services. At the front desk of the hotel, the work is divided into three classes: morning shift, middle shift and all-night shift. One of them is a full-time cashier, and the other two allocate the rest of the work according to the actual workload. This arrangement is relatively loose, and one cashier can be assigned, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.

In the past six months, I have mainly done the following work:

First, strengthen business training and improve their own quality.

As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is the focus of our hotel. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.

Second, strengthen my sales awareness and skills to improve the occupancy rate.

According to the market situation, the front office actively promotes the sale of scattered houses. This year, the hotel launched a series of room promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more occupancy.

Third, pay attention to the coordination between departments.

Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

Fourth, consider how to make up for the mistakes of colleagues and departments, ensure that guests check out in time, and make guests satisfied.

The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel service at the checkout, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me.

Although the sword is beneficial, it is not constantly sharpened, and "you don't know enough after you study hard." Only by studying can we constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward, let's fly high in the sky! Elegant brothers and sisters, work hard for our tomorrow!

Model essay on annual work summary of hotel front desk (4) Time is always fleeting. A year is fleeting, and it's the end of the year. I have been in xx company for three months, and I have gained a lot. Since taking office, I have worked hard to adapt to the working environment and brand-new front desk work, earnestly performed my duties and successfully completed various tasks. The study and work in the past three months are summarized as follows:

First, learn from practice and try to adapt to work.

This is my first job after graduation. As a newcomer, when I first joined the company, I was not familiar with the company's operation mode and workflow. Thanks to the patient guidance and help of leaders and colleagues, I became familiar with the work content of the front desk and the functions of various departments in the company in a short time. It also allowed me to quickly complete the transition from a student to a staff member.

It is said that the front desk is the window of the company's external image. Just three months has given me a new understanding and experience of this sentence. The front desk is not a vase. Everything you say and do represents the company. Guests visiting the company should be greeted politely, the attitude of answering the phone should be kind, the daily affairs of the office building should be handled carefully, and colleagues should be treated with humility and sincerity ... bit by bit, I can learn, make progress and benefit a lot from my work.

Second, learn the corporate culture of the company and improve yourself.

Joining this big group, I really realized the connotation of "diligence, professionalism, self-confidence, vitality and innovation", which is the essence of culture, and I think it is also the driving force for every employee to move forward. I feel this culture from the professionalism of leaders and colleagues. In such a good working atmosphere, I also use these ten words to ask myself to devote myself to my work with a positive and optimistic attitude and do it in a down-to-earth manner. This has always been the goal and direction of future work.

Third, expand your knowledge and constantly improve yourself.

Three months' work also gave me a sense of crisis. I will receive some faxes and materials in English at work, and some customers will call me for more professional consultation. So it is not enough to rely on my current understanding and understanding of the company. I think I should constantly recharge myself in my future work, broaden my knowledge and reduce the gaps and mistakes in my work. When you first enter the workplace, it is inevitable that there will be some small mistakes that need to be corrected by the leaders; However, as a lesson from the past, these experiences have also made me mature and consider all kinds of problems more comprehensively to prevent similar mistakes from happening.

I learned a lot from this job and felt a lot. I am deeply proud of the rapid development of the company. In the future work, I will strive to improve my self-cultivation and connotation, make up for the shortcomings in my work, constantly sum up experience in my new study, do my job well with a modest attitude and full enthusiasm, and give full play to my potential to contribute to the construction and development of the company!

At the end of the year, all walks of life are making year-end summaries, and the hotel service industry is no exception. Now my work as a hotel receptionist is summarized as follows:

Here I learn and advocate how to do a good job in quality service and master seven elements:

First, smile

In the daily operation of the hotel, every employee is required to treat the guests with a sincere smile, not influenced by time, place, mood and other factors, nor restricted by conditions. Smile is the most vivid, concise and direct welcome word.

Second, mastery

Employees are required to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their own business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If you want to be proficient in business, have a good training class, constantly sum up experience in actual operation, learn from each other's strong points, and be proficient in many things and provide handy service, which plays an important role in improving the service quality and work efficiency of KTV, reducing costs and enhancing competitiveness.

Third, prepare

That is, be ready to serve the guests at any time. In other words, it is not enough to have a sense of service, but also to be prepared in advance. Preparation includes mental preparation and behavior preparation, which should be done well in advance. For example, before the arrival of the guests, make all preparations and be in a state of being ready to serve the guests without worrying.

Fourth, pay attention

Is to treat every guest as "God" and not neglect the guests. Employees sometimes tend to ignore this link and even have negative service. This is caused by superficial phenomenon. When employees see them dressed casually, their consumption is low and they feel no style. In real life, the richer people are, the more casual they are about their clothes, which is their confidence; And clothes don't represent wealth at all. In this link, we must not judge a person by his appearance, but ignore the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that "guests are our parents".

Five, exquisite

Mainly in the service, we are good at observing, guessing the guest's psychology, predicting the guest's needs, and providing services in time. Even before the guest makes a request, we can do it for the guest and make the guest feel more cordial. This is what we call higher consciousness.

Sixth, create

To create a warm atmosphere for the guests, the key lies in emphasizing the environmental layout and friendly attitude before service, mastering the guests' hobbies and characteristics, creating a "home" feeling for the guests, and making them feel that staying in the hotel is just like returning home.

Seven. cordial

Hospitality is the virtue of the Chinese nation. When guests leave, employees should sincerely invite them to come again through appropriate language in order to impress them deeply. Nowadays, the competition is service competition, and the quality competition, especially in the hotel industry, is particularly fierce. The importance of service is self-evident. We use all kinds of high-quality services to form our own service advantages, in order to create higher customer satisfaction in the fierce market competition and make the hotel invincible! Every profession needs to talk about team spirit, and so does Happy Di. When business is busy, colleagues can understand each other, and Qi Xin can share the troubles. Usually, there are also difficult customers. If a person is in trouble, other colleagues will go up in time to mediate the dispute, so that the situation is no longer bad. Everyone has a clear division of labor and works actively, which truly achieves the effect of one hero and three gangs in action.

Usually, I will also chat with customers, learn about their favorite songs, and recommend new songs to satisfy customers. In this way, there will be more repeat customers, so that customers can recommend friends and increase the consumption rate. After that, I will also make some summaries, which will accumulate over time and make my service more acceptable and liked by customers.

As a service person, you will also encounter some setbacks and helplessness. Some people will think that a small logistics staff is insignificant, and some people will think that my career is low and disrespectful, but what I want to say is: All roads lead to Rome, I am happy to serve others, and I am happy to work here! I can be proud of this collective work. I think my career is like a watch. An hour hand that rotates on the surface can bring time and joy to everyone, while the tiny part that rotates inside is hard to see, but it is essential.

Of course, there is no end to learning, and what we have learned must be applied to our future work. I hope leaders can make more efforts, colleagues can learn from each other, improve service efficiency in our future work, and strive to become an excellent service personnel. Let customers feel unusual happiness in the "Silver Capital Hotel World".