Summary of hotel front desk work

Summary is a written material to review, check and evaluate a certain stage of study or work afterwards, through which we can comprehensively and systematically understand the previous study and work, so it is very necessary to write a summary. How to write a summary so as not to be stereotyped? The following is a summary essay on the front desk work of the hotel that I carefully arranged. Welcome to read the collection.

Model essay summary of hotel front desk work 1 The past 20xx years 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, the language to be used in services, etc.

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!

Front desk English, some front desk English skills are the basic requirements for each of our front desk receptionists in order to serve foreign guests well. 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!

Summary of Front Desk Work in Hotel Mode II According to the arrangement of the teaching plan, I was arranged to practice at the front desk of Nanjing Dingshan Garden Hotel from the summer vacation of xx to the end of the year.

I was very happy when I first arrived at the hotel. I feel fresh and curious about everything, but when I officially took up my post, I found this job very hard. However, there is no denying that we can also learn a lot.

Ding Shan Garden Hotel Nanjing Ding Shan Garden Hotel is located above Ding Shan, which is an elegant hotel in the historic city of Nanjing. In the central business district of Nanjing, the ancient capital of the Six Dynasties, the natural environment surrounded by green trees and beautiful internal atmosphere have created a luxury hotel and serviced apartment integrating business and vacation. In addition to enjoying the natural beauty, the transportation is also very convenient, and it is convenient to travel to and from the bustling commercial center and shopping and leisure places.

As the former Shangri-La Hotel in Nanjing, Dingshan Garden Hotel is a modern comprehensive business tourism center integrating hotels, apartments and clubs. There are all kinds of guest rooms, which are famous for their authentic Huaiyang cuisine and diversified entertainment facilities, and have enough business customers because they are close to Nanjing airport, railway station and central business district. 80% of the guests in Dingshan Garden Hotel are business guests from well-known enterprises or business groups in major cities at home and abroad. A large part of them have chosen Dingshan Hotel as their own hotel for a long time, and signed a long-term cooperation agreement with the hotel. There are many foreign guests from Japan, South Korea, the United States, Hong Kong, Macao and Taiwan. The accommodation of these business guests has become an important profit point of Dingshan Hotel.

As the facade of the hotel, the front desk is the first department to influence guests and provide services. The efficiency and profit creation of a hotel basically start from here. So generally speaking, hotels have higher requirements for the front desk, and usually have higher requirements for job seekers' English level and communication skills. The front desk work of Dingshan Garden Hotel is mainly divided into reception and room sales, reservation, check-in, check-out and fee settlement, guest answering questions and handling service requirements. Because the front desk of a hotel involves a lot of knowledge, according to the hotel practice, new employees are usually arranged for two to three months of training, and then they are allowed to work independently as much as possible.

Training is conducted by senior staff at the front desk. After I arrived in Dingshan, the manager arranged for the front desk supervisor to take me to training for two months, and then tried to let me work independently. During the training period, we should gradually learn the knowledge of hotel products, how to help guests book rooms, check in and settle expenses, know how to identify and register various identity documents, and be familiar with the exchange of currency and RMB. Training is usually two months, but it can be longer or shorter according to different people. There are only morning shifts and night shifts during the training period. The morning shift is from 7: 00 a.m. to 3: 00 p.m. and the evening shift is from 3: 00 p.m. to 7: 00 p.m. 1 1 after the training knowledge is basically mastered, the evening shift is from 7: 00 p.m. to 7: 00 the next day. The task of daily training is to follow the front desk master. When encountering new situations, the master will explain and the master will also talk about the operation process. When he is busy, he will help him learn how to communicate with strangers, how to book rooms for them from the perspective of guests, how to quote room rates, and how to answer calls from guests. And set aside some time to learn new things from the master every day, and then take time to remember. On the one hand, we learned skills at the front desk, but looking at the overall situation, the front desk also exercised our ability to communicate with guests.

Since the system used by the hotel is the previous Shangri-La system, English version, fedilo6.0, the system operation is also one of the contents we want to learn. The system has a suitable room status display and processing system, which is faster to use. However, it is stipulated in the front desk registration process that paper registration should be done first and then entered into the system. Because the front desk staff takes a long time to record with paper and pen, I personally feel that it not only wastes the time of the front desk staff and guests, but also causes complicated procedures, which is not conducive to better serving customers.

Practice is a good platform for us to have a new understanding and familiarity with society. Only when we have experienced it in reality can we understand that this society is so complicated that it is far from what we imagined. During my internship in the hotel, for a while, I found my thoughts and opinions so naive, but then I slowly let them go. In college, we are just a blank sheet of paper. Only through internship can we experience society and life. In this humble position at the front desk, I can feel the human feelings in society. I have accumulated a little social experience, learned the way of life and understood the complexity of interpersonal relationships, which is the most precious part of the whole internship process. During the whole internship, I not only saw my good side, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to things I had never paid attention to.

Summary of hotel front desk work: time is always fleeting. I have gained a lot from working in the company for one year. Since taking office, I have worked hard to adapt to the new work of the working environment and the front desk, earnestly performed my duties and worked hard to complete all the work. The research and work in the past year are summarized as follows:

I. Work content

This year, I adopted the methods of watching, asking and learning, and got a preliminary understanding of the specific business knowledge of the company's front desk clerk. First of all, summarize all my specific work contents:

1, responsible for the reception and transfer of telephone calls at the front desk, do a good job of call consultation, carefully record important matters and convey them to relevant personnel without omission or delay;

2. Responsible for the reception, basic consultation and introduction of visiting customers, strictly implement the company's reception service specifications and maintain good manners;

3. Responsible for the sanitation and cleaning of the company's front desk lobby and the placement of tables and chairs, keeping them clean and tidy;

4. Send documents to leaders at all levels, sign for documents, and send and receive newspapers and periodicals;

5. Print and copy office documents, send and receive faxes, and make office forms; 6. Contact the personnel of each project department of the company, and send and receive the internal documents of the company;

7. Other tasks assigned by the leaders.

Second, the work harvest and experience

(A) study in practice, and strive to adapt to the work. This is my first job after graduation. As a newcomer, when I first joined the company, I was very unfamiliar 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. Guests visiting the company should be polite, be kind when answering the phone, handle the daily affairs of the office building seriously, and treat colleagues with humility and sincerity ... bit by bit, I can learn from my work, make progress in my study and benefit a lot.

(2) Learn the corporate culture of the company and improve yourself. When I joined the Great Wall of China, I really realized the connotation of "diligence, professionalism, self-confidence, vitality and innovation". I feel this culture from the dedication of leaders and colleagues. In such a good working atmosphere, I will also use these ten words to ask myself to devote myself to my work with a positive and optimistic attitude, do my job well, find out the shortcomings in my work in time and communicate with the department in time. This has always been the goal and direction of future work.

(3) Expand your knowledge and constantly improve yourself. Three months' work also gave me a sense of crisis. At work, I will receive some customer information and professional consultation calls, 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.

Third, future plans.

During this period of work, I learned a lot and felt a lot. Thank you very much for your concern and help. 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, give full play to my potential and contribute to the construction and development of the company!

Model essay 4 1 summary of hotel front desk work. Be anxious about what the guests are anxious about and think about what the guests think.

The front desk staff will come into contact with different types of guests every day. We have to provide different services for different types of guests, and the service purpose is the same: "regard the guest as God". Service principle: "the convenience of guests is the highest principle of service, and the needs of guests are the highest command of service." Never say' no' ". We provide courteous and considerate service to our frequent guests. First of all, we must understand the habits of our guests. For example, when do guests usually check out? We can sort out the accounts in advance and settle the accounts directly when the guests arrive. In this way, we can save time for our guests and make them feel that they are highly valued in our hotel. I believe that next time guests come to Jinan, they will still choose our name.

Second, smile at customers.

When guests enter the hotel, they will feel cordial and feel at home when they see our warm smiling faces. Even if we encounter some unpleasant things in the checkout service, if we still greet each other with a smile, I believe that no matter how unreasonable the guests are, there is no reason to lose their temper. The so-called "meet with a smile and forget the enmity"! .

Third, don't make uncertain promises to the guests.

When the needs of the guests need the assistance of other departments or individuals, they should consult clearly before making a decision, because the guests want accurate answers. But in any case, this doesn't mean that you don't have to try your best to solve the problem for the guests. The key is to let the guest know that his problem can't be solved by you alone, and you are really trying your best to help him.

Many guests ask the front desk to issue more invoices, but we refuse. We suggest that guests can spend money at other operating points, which can not only increase the income of the hotel, but also meet the needs of guests, but must not violate the principle in order to echo the guests.

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.

Five, continuous learning, and constantly improve their moral cultivation, and constantly improve their service skills.

"Although the sword is good, you don't sharpen it frequently" and "No matter how well you learn, you don't understand it enough". 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 hotel front desk work Fan Wen 5 has been working in this hotel for half a year unconsciously. From the beginning to the present, I believe that in addition to my own efforts and efforts, the training brought by leaving the hotel, as well as the support of old employees and 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 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 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, make the cashier clear-headed and not make 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!

Summary of model essay on hotel front desk work 6 1. Strengthen business training and improve the quality of employees.

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 our focus. This year, we have made detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in July this year, all the staff in the front office conducted a one-month foreign language training, which laid a certain foundation for this year's star rating. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.

Second, instill in employees the awareness of "increasing revenue and reducing expenditure" and control costs.

"Open source and reduce expenditure, increase revenue and reduce expenditure" is the pursuit of every enterprise, and the front office staff actively responded to the call of the hotel to carry out expenditure-saving activities and control costs. In order to save money, the front office bought a plastic basket with team keys, which reduced the use of key bags and room cards, and saved the hotel expenses (in the past, both teams and individuals had to fill in room cards and use key bags, but the cost was greatly saved after the room cards and key bags were not used in team rooms, with room cards 0. 19 yuan/piece and key bags 0. 10 yuan/. The business center uses overdue reports to print draft paper; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.

Third, strengthen employees' sales awareness and skills, and improve the occupancy rate.

According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotion activities, such as fan room, bonus card, vouchers, thousand yuan card and other promotional activities. While giving preferential policies to the hotel, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same 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 must try our best to keep them."

Fourth, 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.

Five, strengthen the management of all kinds of statements and customs declaration data.

According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Compared with the room income in 2006, the room rate increased by 9.46%, but the income decreased by 240,223.07 yuan, mainly due to the vicious competition between hotels, which led to the decrease of average room price, the increase of occupancy rate and the decrease of income. The room profile table is attached.

The achievements are gratifying, but we also deeply realize and realize that:

1, the service lacks flexibility and initiative;

2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;

3. Some new employees are not skilled in their work;

4. The copier in the business center is aging, and the effect is not good, which affects the income of the business center. The cash income from copying in the business center this year is only xxx yuan.

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