Summary of personal work at hotel front desk

Work summary is a common form of work document. The purpose of summing up is to let you know your work better and let the leaders know your work better. In addition, colleagues can also exchange their work summaries for better communication. The following is a collection of personal work at the front desk of the hotel, which I compiled for you, for reference only. Welcome to read it.

Summary of personal work at the front desk of the hotel The past 20xx years have been full, busy and happy. On the arrival of this new year, looking back, as a new employee, I have been able to work independently from a person who knows nothing about hotel reception, with the care and help of our front office leaders and colleagues. Never dare to speak to communicate freely with guests! I sincerely thank the department leaders and colleagues who have helped me, thank you! At this moment, I will make a summary of the work in the first 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. So, in the past x 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 bring service to guests, and the language to be used in the service.

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 with you, luggage storage, information inquiry and verification of the pick-up and drop-off machine, etc. Check the order, arrange the room, and hand over the work during the shift change. So at all times, we should continue to be serious and meticulous in our work style and sense of responsibility! So as not to bring a lot of inconvenience to guests and colleagues!

Fourth, the front desk English

Having a certain potential of English at the front desk is the basic requirement for every receptionist, so as to better serve foreign guests. As for the reception of English, I think it is not a problem for an English major like me. However, when I received foreign guests, 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 charge yourself! Only by continuous learning can we make better progress and enhance our potential 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 cooperate with my heart without looking for any reason to shirk it. As a member of Yibang, I will dedicate myself to the hotel. Usually, I take part in the activities organized by the hotel with my heart, and strengthen the feelings between colleagues and the communication between departments. And learn more about the basic situation and business information of our hotel. In order to work better in the future, we will continue to lay the foundation.

In the past x months, I have many shortcomings, such as communication with leaders and colleagues, work. Guests recommended by my colleagues and I often make me nervous. The new year is coming, and I must 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 a 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!

The summary time of personal work at the front desk of the hotel passed quickly, and unconsciously it was the end of the year. Looking back on the past year, we found the shortcomings and problems in our work while making achievements. Now you must be either making a year-end summary or preparing. Presumably, many people are worried about how to write a year-end summary. The following is a summary essay on the annual work of the front desk of the hotel I collected for you, hoping to help you.

A year is fleeting, and 20xx years have passed in an instant. Looking back on the past year, my past was really tortuous. I am proud to be praised by the leader, but I am also complained by customers because of poor service. In this year, I have grown up and made mistakes, but on the whole, I have gained a lot in this year.

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. As a service person, I should put the customer first. 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.

Summary of personal work at the front desk of the hotel Fan Wendaquan 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 left the training brought by the hotel and the support of the old staff and leaders. In half a year's time, I learned a lot, and the well-known business motto of "the customer is always right" in the service industry was fully exerted there.

In order to achieve the necessary 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: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I always believe that customers are God, and I always try my best to serve myself 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 to handle 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 can be assigned to one cashier, 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 allows newcomers to gain experience quickly, 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 desk of the hotel, every employee should respond directly to the guests. 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 bring quality services to my guests.

Second, strengthen my sales awareness and skills to improve the occupancy rate. According to the market situation, the front office strives to promote the sales of scattered rooms. 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 stays.

Third, pay attention to the coordination between departments. The hotel is like a big family. Friction will inevitably occur between departments at work, and the quality of coordination at 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 a problem, you can actively coordinate with this department to solve it, so as to avoid things from getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring necessary negative effects to the hotel.

Fourth, think about 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, to play the intermediary function calmly, the cashier will 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 good, it is not constantly sharpened, but "I don't know enough after studying hard."

Only learning can 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!

Summary of personal work at the front desk of the hotel Fan Wenda IV. Summary report of hotel conference reception work With the joint efforts of all hotel staff, we successfully completed the reception of the conference in four days. Before the meeting, General Manager Liu held a management meeting, which gave clear guidance to the work of each department, and General Manager X held a meeting of departmental staff, which made a detailed division of work procedures and precautions, so that the hotel successfully completed this reception task.

I. Defects

1, the preparation work is not detailed enough. For example, in a meeting, the chairman's office urgently needs a pot of good tea to entertain the leaders. At that time, he contacted the restaurant in time and sent it to the room. Although it took more than ten minutes, the guests were obviously dissatisfied. Through this incident, it proves that we are not ready for the work. It is necessary to prepare a series of possible supplies for the leadership room in advance to avoid guest dissatisfaction.

2. During the meeting, there was a large number of rooms, and there was no need to increase staff in the night shift, which made it impossible to provide special services on the meeting floor after 8 pm.

3. Individual employees didn't pay enough attention in the early stage, and their team consciousness was not good, so they need to reflect and change their lazy thoughts in future training.

4. The service has not been completed from beginning to end. There are still some rooms available after the meeting, but our service has not been followed up. We must ensure that even if the conference group is withdrawn, the individual conference representatives who remain are also hotel customers and cannot feel that they will be separated.

5. In combination with the above shortcomings, our department will gradually improve and learn from experience and continue to work hard.

Second, the bright side.

Because the preparation time for the meeting was nearly a week, the staff's hygiene and etiquette were well done, and there was no complaint in the housekeeping department. Due to the shortage of staff, some employees and all foreman supervisors were arranged to work overtime, and all employees stopped taking vacations. The employees didn't complain about this arrangement. Some employees insisted on going to work even if they had a bad cold.

Due to the shortage of staff in the Food and Beverage Department, all the management members Qi Li worked hard, without the concept of leaving work, and were able to keep in line with the interests of the hotel until the last guest left, which reflected the maturity of our management team.

The meeting room should be arranged quickly every day, and the foreman should assist in the inspection In the afternoon, guests should rearrange their rooms during the meeting, and in the evening, if the guests are not there, they should provide turndown service. During the meeting, ensure that there are special elevator guides on each floor from 8: 00 a.m. to 8: 00 p.m. 12: 00 p.m. to ensure that guests can be on call and meet any needs as soon as possible.

Through the reception of this CPPCC meeting, I feel that every guest should be treated equally in the daily work reception, so that there will be no complaints due to hardware or software problems, and at the same time, the shortcomings in the meeting should be recorded, so as to comprehensively improve the management level and service quality of the hotel in the future work.