Model essay on personal work summary of front desk staff

5 essays on personal work summary of front desk staff.

A period of work has come to an end inadvertently, which means that it is necessary to prepare to start writing a work summary again. How to write a work summary to attract more attention? The following is a summary essay on the personal work of the front desk staff I compiled. Welcome to read!

Personal Work Summary of Front Desk Staff Fan Wen 1 For this job, I can do my job conscientiously and practically. Although I just act as an ordinary protagonist, this protagonist is not only as simple as collecting money, but also has many complicated procedures. During my work, I learned a lot of experience and gained a lot of knowledge.

However, as a cashier, you must have an enterprising, enthusiastic, proactive and thoughtful attitude to serve every customer. Occasionally, I will encounter many unpleasant things at work, but I must overcome them without negative emotions, because this will not only affect my mood, but also my attitude towards customers.

I meet different guests every day, and different guests have different tempers. We should provide different services for different customers, because the unchanging aim of this industry is "customer first". When dealing with customers, we should always smile and provide polite service to make customers feel friendly. Even if we encounter some unpleasant things in the service work, if we still greet them with a smile, unreasonable guests have no reason to lose their temper. The so-called "meet and laugh" will make customers happy and comfortable.

Although this is just a simple cashier, it is so insignificant to others, but it has taught people a lot of truth and improved our own quality. Keep learning, constantly improve self-moral cultivation, and constantly improve self-service skills. "Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Even an ordinary cashier can walk the sky we want as long as she keeps moving forward!

The following are some ideas that I personally realized during my work that I must understand and ask myself:

1, anxious about what the guests are anxious about, thinking about what the guests think.

Every day, I will meet different types of customers and provide different types of services for different types of customers. Its service tenet remains unchanged: customers are God!

Step 2 smile at customers

Let customers feel at home with the most intimate side. Even if you encounter unpleasant things in the checkout service, you can still say hello with a smile. I believe that no matter how unreasonable the customer is, there is no reason to lose his temper.

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 the most accurate answer. But in any case, it doesn't mean that you can't 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 immediately, and you are really trying your best to help him.

Many guests asked the front desk to issue more invoices, but we refused, and suggested that guests can tip at other business points and include them in the room charge, 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.

4, study how to make up for the mistakes of colleagues and departments, to ensure that guests check out in time, so that guests are 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, it is best to avoid shirking or blaming the departments or individuals that have caused difficulties. The style of "making much ado about nothing and hanging high" is the least desirable. Instead of making up for mistakes, it makes guests doubt the management of the hotel, thus deepening the distrust of guests. Therefore, to play the intermediary function calmly, the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, ask the guests for advice. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and trusted relationship between customers and us.

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

Constantly self-study, constantly sharpen their personal character, improve their moral cultivation, improve their service skills. Let's take vigorous steps and keep moving forward so that we can fly high in the sky.

Believe me, I can do better. Thank you for your appreciation. I love this job, and I will do it well! Dear colleagues, fight side by side for us. Let's go

Personal Work Summary of Front Desk Staff Fan Wener 20 _ _, under the correct leadership of the central leadership, with the strong support and cooperation of various departments and the joint efforts of employees of all departments, the front desk of the hotel focuses on sales management, pays attention to internal management, reduces costs, strengthens business training, cares about employees' lives, etc., and has achieved the annual business objectives well, and all the work has also achieved remarkable results. The main work at the end of the year is summarized as follows:

I. Operating conditions

The annual planned task is RMB 10,000, and the actual completion is RMB 10,000, exceeding RMB 10,000 (including the income of individual shops of RMB 10,000).

Second, the main work

1, strengthen business training and improve the quality of employees. In the past year, we mainly focused on service skills, carried out training in strict accordance with the training plan, assessed employees in stages, and strengthened on-the-job practical training to make employees apply what they have learned. Strengthen business training, take each batch of reception tasks seriously, and formulate detailed training plans and reception plans according to different stages and teams. All the staff in the front office know that only by constantly enriching themselves can all the reception tasks be completed in a down-to-earth manner. In the case of limited personnel, we require managers to personally guide the work, find problems, feed back information, negotiate and adjust in time, and achieve service standards.

2. Strengthen the construction of staff and do a good job in service guarantee. In the past year, we have always given priority to reservation and reception services. Through reasonable arrangement of rooms, improvement of occupancy rate and warm and satisfactory service, every guest in the hotel will be retained. Through the collective efforts of the front office staff, we successfully received _ _ meetings, _ _ meetings, _ _ meetings and other _ _ large, medium and small meetings. When receiving these large-scale meetings, due to the large number of participants, the check-out time is not uniform, which puts higher demands on our reception work, and we often work overtime. Due to the high reception standard of _ _ _ when receiving military region meetings.

3. Effectively carry out quality service activities. The quality service activity officially kicked off on _ _ _ _. Our department actively organizes employees to learn and thoroughly understand the spirit, and carries out a series of professional skills training for employees, which greatly improves their service awareness and skills. At the same time, a series of work processes and standards were formulated and reported, which made the front desk service better and smoother, the standards clearer, and the services more refined and standardized. Through this high-quality service activity, a series of services have gradually formed among employees.

4. Care about employees' life and create a relaxed and happy working atmosphere. The front desk work is complex, involving a wide range, and the staff is under great pressure. In view of this feature, the front desk has always stressed the need to care about the lives of employees and can effectively solve difficulties for employees, whether from department managers or supervisors. On holidays, managers will take the initiative to remind them to call home to greet their parents, send them fruit when they are sick, help them when they encounter difficulties in life, and let them feel the warmth of collective mutual help and love.

In order to alleviate the pressure brought by work and enhance cohesion, departments often talk to them and encourage them to meet new jobs in a better working condition. At the same time, we ask managers to play an exemplary role in business ability and dealing with people. When encountering difficulties, we must rush to the front line together with the service personnel to motivate employees, reduce their work pressure, cultivate a good atmosphere for Qi Xin, the manager, to make employees fully trust the department, so as to maintain a stable and healthy mentality and ensure the quality of customer service.

Third, shortcomings in the work.

1, the training effect is not good. After training employees, employees have a deeper understanding of the training content. However, due to the lack of a unified supervision mechanism, training is a blank sheet of paper. Although everyone understands and understands, what is done in the actual work is not appropriate, which also affects the quality of service.

2. Service quality and service level need to be improved. The frequent flow of front desk personnel greatly affects the quality of service. New employees have to go through a three-month probation period to fully master the work of this position. However, some employees leave their jobs as soon as they master their jobs, which leads to the loss of personnel, gfd, manners and etiquette, and insufficient supervision of daily work, resulting in three days of fishing and two days of drying the net. We should strengthen inspection in our daily work.

Four, 20__ year work plan

1. Pay attention to customer needs, actively and truly reflect customer needs to superior leaders, and provide basis for leaders to adjust their strategic thinking.

2, continue to strengthen training, improve the overall quality of employees, improve service quality.

3. Really care about employees, stabilize the workforce and reduce employee mobility.

4. Pay attention to staff service details and provide customers with satisfactory and thoughtful service.

5. Improve the workflow and work standards of each post, carry out quality service activities, and realize quality standardization, standardization and refined service.

Although we have made some achievements in our work in the past 20 years, we will not be proud, lax or negligent. The work next year will be even more arduous. We will carry forward our achievements, devote ourselves to our work with more enthusiasm, and strive to complete various tasks throughout the year. We believe that under the correct leadership of leaders at all levels and the joint efforts of all staff, the center will be more brilliant tomorrow.

Personal work summary of the front desk staff Since I took office, I have tried my best to adapt to the working environment of the front desk and this brand-new job, earnestly performed my duties and successfully completed various tasks. More than half a year's study and work are summarized as follows:

First, study in practice and try to adapt to work. This is my first job since I joined the company. 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 my boss and colleagues, I became familiar with the work 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. In just over half a year, I have a new understanding and experience of this sentence. The front desk is not a vase. Everything you say and do represents the company. The guests who receive the company's visit should be greeted politely, the attitude of answering the phone should be kind, the daily affairs of the office building should be handled seriously, and colleagues should be treated with humility and sincerity, so that I can learn at work, make progress and benefit a lot. )

Second, learn the company's corporate culture and improve yourself. Joining the Zhongfu group, I really realized the connotation of the ten words "diligence, professionalism, self-confidence, vitality and innovation", which I think is also the driving force to inspire everyone to move forward. I also ask myself to devote myself to my work with a positive and optimistic attitude, do my job well in a down-to-earth manner, find out the shortcomings in my work in time, communicate with the department in time, work hard and be qualified. This has always been the goal and direction of future work.

Third, expand your knowledge and constantly improve yourself. More than half a year's work has also given me a sense of crisis. It is inevitable that you will encounter some bumps in the work, so it is not enough to rely only on your current knowledge 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; 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!

On April 4th, I entered this "big family", and I am glad to have this opportunity to join you. _ _ During this period of work, did you finish the work on time? Besides the criticism from the leaders, I am more concerned about understanding and helping. Because of this, in this short period of more than a month, I have fallen in love with this big family deeply. After the care of leaders, the help of colleagues and my own efforts and adjustments, I am now familiar with my daily work. At the end of the year, every one of us who pursues progress will inevitably make an inventory of ourselves at the end of the year. This is also a spur to yourself. Looking back on the work of the past month, I divided this period into several stages: first, I was familiar with the leading colleagues in various departments. Everything and any collective are people-oriented.

And the cooperation between people is the spirit that a team must have. I first spent a week or so observing and understanding leaders and colleagues, trying to quickly integrate into this group. So far, I think I should have done it, and now I have a basic understanding of my colleagues.

Secondly, be familiar with your work. My daily work is very complicated, such as: answering and transferring switchboard calls; Distribute letters, newspapers and magazines and register them; Receive visiting guests; Register the use of the meeting room; Register incoming and outgoing emails and check whether they arrive; Express fee settlement; Collect barter items; Warehouse management; The management of flowers and trees also includes the payment, details and reimbursement of telephone charges and ip long-distance charges. Every morning when I came to work, I began to distribute daily newspapers and magazines, send express delivery and collect some barter items. Start to calculate the express delivery fee when you are free. If you don't understand anything at work, ask your colleagues and leaders in time. Now I am familiar with the daily work procedure.

Although the front desk work is not as big and direct as the company's marketing, distribution, advertising and other departments' contribution to the company's development, since the company has set up this position, the leaders definitely think it is necessary to exist. In my opinion, no matter which position or job, it is a part of the overall organizational structure of the company and is for the overall goal of the company. The front desk is the "starting point of company image and service". We seem to be insignificant things, but we are indispensable. With us, we can make everyone focus on more important things. With the realization of its importance, I will further think about how to do my work better next year.

In the new year, I will strive to improve the quality of my work, and the most important thing is my service attitude and efficiency. First of all, don't be late and go to work on time. When you come to the company, you must first turn on the air conditioner and electric light, and distribute newspapers and letters. And get ready for work. Maintain good working conditions during working hours. Smile, be patient and meticulous, etc. Handle work events, know how to arrange things reasonably according to the priorities of things, be fast, efficient and error-free, and get the recognition and satisfaction of leading colleagues. There is also to strengthen communication with colleagues in various departments of the company in order to better carry out the work.

I believe there will be a new atmosphere in the new year. I will greet the new year with a smile, actively face the new challenges in my work, constantly improve myself, improve myself, and strive to achieve a leap in the quality of my work.

Personal work summary of the front desk staff Fan Wen 5 has been working in this hotel for half a year unconsciously. From the beginning of understanding the front desk to the present independence. I believe that apart from my own efforts and efforts, I have left the training brought by the hotel and the support of the old staff 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, induction training will instill in employees: "Guests will never be wrong, only we will be wrong", "Only sincere service will change visitors' smiles". I have always believed that the customer is God's principle, and I have always tried 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 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. The most important thing is that this way of working can quickly let newcomers gain experience, get guidance from the monitor when the workload is small, and absorb more experience when the workload is heavy, so as to 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 will regularly provide telephone language skills training, courtesy training, housing sales skills training and foreign language training for receptionists. 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 sales of single rooms. This year, the hotel launched a series of rooms to promote sales. 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 increased. 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, you can take the initiative to coordinate with this department 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 some 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, it is most undesirable to shirk or blame the departments or individuals that have caused difficulties. "It's none of our business, but hanging high" not only can't make up for the mistake, but also makes the guests doubt the management of the whole hotel, thus deepening the distrust of the 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 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!