Excellent summary of hotel front desk work

The business motto of "the customer is always right", which is widely known in the service industry, has been brought to the extreme here. The following is a summary of the hotel front desk work I brought to you, hoping to help you!

20 18 summary of hotel front desk work (1)

Time flies, another year has passed. On the eve of the new year, I made the following summary of my work in this year, hoping to get the evaluation and guidance from leaders and colleagues:

1, respect the rules and regulations of the hotel, go to work on time every day, do your job well without being late or leaving early;

2. Serious and responsible work attitude. Do a good job in passenger check-in registration, fill in the passenger accommodation registration form carefully, carefully check the passenger information, and achieve the real-name registration required by the public security department; When passengers leave the hotel, do a good job of checking out, carefully calculate the expenses, and strive for accuracy;

3. Carefully check the accounts and bills of the day every day, submit them to the Finance Department, and hand over the work with colleagues the next day, so that the work can proceed smoothly;

4. Overcome all the difficulties encountered in the work, and be able to stick to the post when the workload is greatly increased due to insufficient manpower. When new employees are unfamiliar with their work, they can take pains to teach them, take the lead in their work, conscientiously implement the work instructions of the leaders, and let them get into work quickly;

5. In case of emergency or unexpected events in daily work, be able to calmly make analysis and corresponding emergency measures, report to the leaders for instructions at the first time, and notify the relevant responsible departments in time to better solve the problem;

The front desk is the window of the hotel, a vital department and the first impression of customers. We should always adhere to the concept of courtesy, enthusiasm, patience and thoughtful service, so that guests can really feel at home.

First of all, we should keep our best image, smile and be full of energy, greet guests with our best side, and let every guest experience our sincerity and enthusiasm when entering the hotel.

Secondly, pay attention to the preferences of guests. When guests enter the hotel, we should take the initiative to say hello. If you are a regular customer, it is very important to tell the name and position of the guest accurately, and the guest will feel respect and attention for it. We also need to collect the living habits, personal preferences and other life information of the guests, try our best to satisfy the guests and make them feel at home every time they stay in the hotel.

Furthermore, provide personalized services. When guests check in, we should pay more attention to them and ask them more questions. If you are a foreign guest, you can explain the local customs to them, take the initiative to introduce them to the locations of stations, shopping malls and scenic spots, ask the guests if they are tired, and quickly complete the registration procedures. When guests check out, they have to wait for a few minutes when they check in. At this time, ask the guests to wait, take the initiative to ask how the guests are staying, or what they think of the hotel, and don't let the guests feel left out. Further communication can make guests feel warmer, and it can also eliminate the unpleasantness that guests encounter in the hotel. Due to the limited hardware conditions of Keyuan, we must be more patient and enthusiastic in the face of complaints and complaints from guests, impress customers with our enthusiasm and try our best to make their stay satisfactory and comfortable.

Finally, smile service. In the process of communicating with guests, we should pay attention to etiquette and politeness. When talking with guests, we should keep eye contact with them from time to time. We shouldn't bow our heads or look them in the eye for a long time. Listen to the guest's opinions, don't interrupt the guest's speech, and keep nodding your head during the listening to show your respect for the guest. Especially when guests criticize us, we must keep smiling. No matter how angry the guests are, we can bring peace to them with such a smile, and many problems will be solved. Use more polite language, say hello when guests come, send them away when they leave, and apologize for the trouble. Don't argue with the guest when you talk to him to explain the problem. Be sure to explain it to him patiently. As long as we keep smiling, we will get unexpected results. In my opinion, only by paying attention to details, starting from small things and starting from small things will our work be more colorful.

At work, I see all kinds of guests coming in and out every day, serving them and solving all kinds of problems. Sometimes I am tired from work, but I feel full and happy. Due to the nature of my work, I can't spend many years with my family on holidays, but this kind of effort will also bring a special warmth to the guests who can't go home because of their work outside. I am glad that I can bring happiness to others, and I am glad that my job has given me such an opportunity. I love my job and am proud of what I have done!

The above is a summary of my work in the past year. Of course, I also have many shortcomings in my work, such as the lack of ways and means to communicate with other departments. Although this can quickly respond to the relevant departments, it will cause misunderstanding by other colleagues or leaders, which is not conducive to unity. In the future work, I will pay special attention to this point and correct it, so as to achieve good communication with various departments and better serve Keyuan.

From the year of 20XX, I will seriously review the past, reflect on my own shortcomings, correct my work attitude more, and strive to improve my business ability in all aspects. In the new year, I will make great achievements with my colleagues, and let our science park bring you a refreshing new atmosphere and move towards new glory!

20 18 Hotel Front Desk Work Summary (2)

The past 20xx years have been full, busy and happy. On the arrival of this new year, looking back, as a new employee, with the care and help of our front office leaders and colleagues, I have been able to work independently since I knew nothing about hotel reception.

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 at the front desk is very complicated, such as the handling of check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, inquiry and verification of pick-up information, etc. 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, so as 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!

20 18 Hotel Front Desk Work Summary (3)

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.

Obviously, the workload at the front desk is very heavy. Moreover, when the hotel receives important guests, it is generally the manager who will give instructions or even handle them personally, and no negligence is allowed. I have to say, patience and carefulness are the things that every hotel employee must have. Although the work in the hotel is the same every day, most of the guests come from all over the country for sightseeing, so we can feel that different regions have different cultural atmosphere. Of course, most people who come to Lin 'an are domestic tourists, and there are few exotic feelings.

Perhaps, in the eyes of outsiders, the work at the front desk is very simple. In fact, the procedure of this work is complicated and numerous. In these three months of long and short talks, I found that to do a good job, we must adjust our mentality. No matter whether the work is heavy or leisure, we should complete every job with a positive attitude instead of complaining. When you make a mistake, try your best to make up for it, instead of running away. What I want to say is that the salary of the hotel front desk is generally the basic salary plus commission. That is to say, there are many guests and the salary is high. This is the motivation to encourage everyone to work hard and work overtime.

As a newcomer, mistakes will inevitably occur in the work. Fortunately, the manager and colleagues didn't blame me very much, but gave me comfort and encouragement, which made me very moved. It is not easy to meet such an enlightened boss and colleagues. Thank an elderly colleague for telling me that no matter what kind of environment, I should remember three things: first, diligence, second, patience, and third, never be shy about asking questions.

The internship is over now. This is an unforgettable day, full of joy, sweat and bitterness. It's hard to make it clear in a few words. These three months are short, but the process is long. I want to sum up, strengthen my own shortcomings, reorganize my confidence and welcome a new beginning. Through this internship, I really learned a lot of practical things that I can't learn in class.

In the next two years, I will continue to study at school, because the next stage of study is also related to this internship, so it will also lay a certain foundation for future study. Finally, I would like to thank all my colleagues and managers in the hotel for their concern and care during my two-month internship. I have learned a lot from you. I hope the hotel will get better and better.

20 18 Hotel Front Desk Work Summary (4)

Unconsciously, I have been working in this hotel for half a year. From the beginning to the present, I believe that apart from my own efforts and efforts, I also have the training brought by leaving 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. 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 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 room promotion plans. While providing 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 receptionist's purpose: "As long as the guests come to the front desk, we should try our best to keep them" and strive for more.

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 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 sake of the restaurant. If it is not solved well, it will bring some negative effects to the hotel.

Fourth, consider how to make up for the mistakes of colleagues and departments, and ensure that guests can check out in time to make them 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 undesirable thing is to avoid shirking or blaming 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 "and" after diligent study, I don't know 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!

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