Year-end summary of hotel front desk work in 2022: 5 short articles.

1.2022 year-end summary of hotel front desk work

If you want to do a good job at the front desk, you must have an important understanding of the front desk work. This position not only reflects the image of the company; This is also the first impression of foreign customers on the company. Therefore, starting from welcoming guests at the front desk, a good start is half the battle. 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. Since this year, we have done the following work:

First, set up a front desk team.

There is someone at the front desk now, and there are three shifts in the morning, noon and evening. One in the morning and two in the middle class.

Second, solve disputes, deal with problems, and serve first.

Due to the aging of some hotel equipment, it is inconvenient for guests to stay, which often causes complaints from guests. For these disputes and problems, the front office calmly responds and actively, timely and properly solves them. We have always been patient, smiling and apologizing for the deliberate difficulties of individual guests, and always take the maintenance of the reputation of the hotel as the premise to satisfy the guests as much as possible.

Third, face up to the shortcomings and trace back to the source.

While making achievements, we should also deeply realize that there are still many problems in our work due to the mobility and unprofessionalism of the front desk staff.

(1) is short of smile service. The reception office adheres to the "three meetings" in daily work, that is, when meeting guests, they will smile, greet and communicate. Service needs a smile. Only by always smiling at the guests can the service be full of vitality, and the guests will feel our heartfelt service. When guests enter the hotel, they address the guests actively, warmly and cordially. A greeting and a language exchange have brought us closer to the guests. But our employees don't always smile, and sometimes they can't speak Mandarin when they check in for guests.

(2) Lack of sales skills. Due to lack of professionalism, our employees still lack room sales skills. At the same time, the front desk should flexibly grasp the room rate according to the market situation and the check-in situation on the same day. The front desk should also communicate with the security guards in advance, deepen the tacit understanding of cooperation, and adhere to the purpose of "as long as the guests come to the front desk, we will try our best to let the guests stay", and the front desk will shout the price. If the guests turn away because the house price is too expensive, the security guards should cooperate with them to actively reduce the price to retain the guests.

(3) loopholes in financial accounts. Because the process of opening a room at the front desk is done by hand, it is easy to operate artificially; Computer programs can't find out the actual number and price of houses because they can be modified at will; There is a big loophole in this. Fortunately, our employees never cheat or embezzle their money. But just in case, the financial loopholes at the front desk should be filled as soon as possible.

Fourth, actively correct and make up for the shortcomings.

In order to further improve the quality of our work, cooperate with the sales department to complete the sales task, increase the sales price of scattered rooms in the hotel, and handle all kinds of problems better, so that every guest can come back on a whim and be satisfied, we need to continue to work hard to do better!

(1) Strengthen business training and improve the quality of employees and service. 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. Therefore, the training of employees is the focus of our work. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.

(2) Stabilize the workforce and reduce employee mobility.

(3) The aging of "hardware" and the supplement of "software" make up for the aging of equipment by improving service quality.

(4) Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel.

2.2022 Year-end Summary of Hotel Front Desk Work

Time flies and a new year is coming. In the next 20xx years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now, let's sum up our work in 20xx.

First, the basic content of the front desk work

The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. 20xx 165438+ 10, I started to be a receptionist, knowing that the receptionist is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.

Second, the experience and lessons of the front desk work

Before working in X enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.

Third, the next work plan of the front desk

Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!

The reason why the front desk is called "front desk" is that, before doing this job well, we must first have a correct understanding of this position, so as to better exert our potential, do it well and improve it. I don't think the front desk can be understood literally. It is just the facade of the company. As long as the appearance is beautifully decorated, it ignores its internal essence. This is precisely the most important thing. As the most intuitive embodiment of the company's overall image, the receptionist will leave a deep impression on callers and visitors, and their impression is not only on the receptionist, but also on the company as a whole, so the receptionist plays a very important role in the work process.

The front desk is the center of almost all information of the company and the main window of information circulation. Through the front desk internship, we can help new employees to quickly understand the internal organizational structure of the company, and also help to strengthen the understanding of new and old customers of the company. As a receptionist, I think the receptionist should pay more attention to listening, thinking and reading when dealing with this information, because only in this way can she respond quickly when she receives a certain information.

For example, when listening more, pay attention to whether there are colleagues talking on the phone in the office. When a phone call comes in to find this colleague, we can quickly convey this information to the other party and make reasonable treatment according to the urgency of the matter. On the other hand, we should pay attention to the information we have observed and heard, think more about dealing with the caller's information within a scale, and always pay attention to observing the personnel flow within the company.

3.2022 Year-end Summary of Hotel Front Desk Work

Time flies and a new year is coming. In the past 20xx years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now, let's sum up our work in 20xx.

First, the basic content of the front desk work

The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. I started working as a receptionist in 20xx, knowing that the receptionist is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.

Second, the experience and lessons of the front desk work

Before working in X Hotel, although I had reception experience, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.

Third, the next work plan of the front desk

Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!

The reason why the front desk is called "front desk" is that, before doing this job well, we must first have a correct understanding of this position, so as to better exert our potential, do it well and improve it. I don't think the front desk can be understood literally. It is just the facade of the company. As long as the appearance is beautifully decorated, it ignores its internal essence. This is precisely the most important thing. As the most intuitive embodiment of the company's overall image, the receptionist will leave a deep impression on callers and visitors, and their impression is not only on the receptionist, but also on the company as a whole, so the receptionist plays a very important role in the work process.

The front desk is the center of almost all information of the company and the main window of information circulation. Through the front desk internship, we can help new employees to quickly understand the internal organizational structure of the company, and also help to strengthen the understanding of new and old customers of the company. As a receptionist, I think the receptionist should pay more attention to listening, thinking and reading when dealing with this information, because only in this way can she respond quickly when she receives a certain information. For example, when listening more, pay attention to whether there are colleagues talking on the phone in the office. When a phone call comes in to find this colleague, we can quickly convey this information to the other party and make reasonable treatment according to the urgency of the matter. In thinking more, we should pay attention to the information we observe and hear, and think more about dealing with the caller's information within a scale; In reading more books, we should always pay attention to the flow of people within the company.

4.2022 Year-end Summary of Hotel Front Desk Work

Unconsciously, 20xx years passed quickly, and this year I lived a full, busy, happy and growing year. At the end of the year and the beginning of the year, review the past and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders and with the friendly cooperation of colleagues, I have made great progress in my work and study.

The front desk is the window of the hotel, the image of the company, the starting point of service, the first step for customers to contact our hotel and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. Starting from welcoming guests at the front desk, a good beginning is half the battle. So I must do my work carefully.

First of all, smile and be full of energy

We should keep our image, greet our guests with our best side, and let every guest experience our sincerity and enthusiasm when entering the hotel. Strive to improve the quality of service. Answer every call carefully and make every record. Always pay attention to maintain a good service attitude, warm reception, and skillfully answer every question raised by customers. Smiling, patient and meticulous, warm tips.

Second, pay attention to the habits and preferences of guests.

When guests enter the hotel, we should take the initiative to say hello. When addressing a guest, if you are a regular customer, it is very important to say the guest's name accurately, so the guest will feel respected and valued. If you are a foreign guest, you can explain the local customs to them, introduce them to the locations of stations, shopping malls and scenic spots, and go through the formalities quickly. When the guests go through the formalities, we can pay more attention to the guests and ask them. We also need to collect their living habits, personal preferences and other information to try to satisfy our guests. When they check out, they need to wait a few minutes to make rounds. Don't let the guests stand, please sit down and wait.

Third, pay attention to etiquette.

When talking with guests, you should keep eye contact with them every once in a while. Smile in front of guests, especially when they criticize us or explain problems. Don't argue with the guests, even if they are wrong, give them the right one. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, say hello when guests come, send a message when they leave, and apologize when they cause trouble. Try to solve the problem for the guests in time, and be anxious for the guests. In my opinion, only by paying attention to details, starting from small things and starting from bit by bit, will our work be even better.

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

Whether during working hours or during rest time, if the company 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 Sunshine 365 Hotel, I will dedicate my strength to serve the company. At ordinary times, I actively participate in the activities organized by the company, obey the arrangement of superior leaders, and strengthen the feelings between colleagues and the communication between departments.

Verb (abbreviation of verb) communication and cooperation between departments

Front desk, guest room and logistics are like a chain, and the work of each department is very important. Therefore, in the future work, we should strengthen cooperation with other departments, so that we can work more happily, work more efficiently and gain greater benefits.

The work at the front desk is trivial, but we can do everything well as long as we are serious. Therefore, I will do everything more seriously and carefully. I feel very happy to see all kinds of guests coming in and out every day, and to provide them with different services and solve all kinds of problems.

Thanks to manager Xiong of our department for giving me a job opportunity, and thanks to the company for giving me a platform to exercise myself. I'm very happy that I can take the post of front desk. I'm extremely proud of my work. I really love my post, and I hope I can become more mature and calm when I encounter problems in my future work. In the future, I will learn more telephone skills and etiquette to adapt to the rapid development of the company, make personal work plans, and learn more about the basic situation and business content of the company. In order to continue to lay a solid foundation for better work in the future, we will also strive to create our own glory here!

5.2022 Year-end Summary of Hotel Front Desk Work

In 20xx years, under the correct leadership of the central leadership, with the strong support and cooperation of various departments and the joint efforts of departmental employees, the hotel front desk focused on sales management, paid attention to internal management, reduced costs, strengthened business training, and cared about employees' lives, which achieved the annual business objectives and achieved remarkable results. The main work at the end of the year is summarized as follows:

I. Operating conditions

The planned task of the whole year is xx million yuan, and the actual completion is xx million yuan, which exceeds xx million yuan (including the income of a single shop is xx million yuan and the average house price is xx yuan/room), accounting for xx% of the room income, accounting for xx% of the planned completion, and the income has increased by XX million yuan compared with the same period.

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 xx large, medium and small meetings, such as conferences, conferences, conferences and so on. When receiving these large-scale meetings, due to the large number of participants, the check-out time is not uniform, which puts forward higher requirements for our reception work. When receiving military region meetings, due to the high reception standard, I dare not neglect every reception, and often work overtime without a trace of complaint.

3. Effectively carry out quality service activities. Quality service activities officially kicked off on xx, X. Our department actively organized employees to learn and understand thoroughly, and conducted a series of professional skills training for employees, which greatly improved their service awareness and skills. At the same time, a series of workflow 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 competitive situation has gradually formed among employees, which has greatly improved the enthusiasm of 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, from department managers to supervisors can solve difficulties for employees. 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. 20xx 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 some achievements have been made in the work of 20xx, we will not be proud, lax or negligent, and next year's work 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.