Summary of hotel staff's work

Time goes by, never stops, and a piece of work is over. Looking back on our work during this period, we have gained a lot. Let's sum up our past achievements into a work summary. You can refer to the model essay before writing. The following is my summary of hotel staff's work (7 selected articles) for your reference, hoping to help friends in need.

Summary of Hotel Staff's Work 1 After graduating from school, I came to work in xxxx Hotel, and from room attendant at the front desk to assistant to lobby manager, I learned knowledge that was not available in books. It is the summary of my 20xx years' work: the window of the hotel is the impression that the hotel gives to the guests. Important image, smiling, full of energy, welcoming guests with the most beautiful side, so that every guest can feel sincere and enthusiastic when entering the hotel.

First, pay attention to the preferences of guests.

When guests enter the hotel, they should say hello. When addressing guests, if you are a regular customer, you should correctly state your name and position. At ten o'clock, guests will feel respected and respected for this. We should also collect information such as guests' living habits and personal preferences, and make every effort to make guests feel unexpected surprises every time they stay in the hotel.

Second, personalized service.

When guests go through the formalities, they can invite more guests, especially foreign guests, to explain the local customs. In order to introduce the location of stations, shopping malls and scenic spots, ask the guests if they are tired and go through the formalities. When guests check out, they need to wait for a few minutes for room inspection. Don't let the guests stand at this time. Please sit down and wait for a while, ask the guests about their living conditions or have any comments on the hotel, and don't let them feel left out.

Third, smile service.

When talking with guests, you should pay attention to etiquette and politeness. When talking with guests, it is impolite to stare down at them. You should exchange eyes with them every once in a while. Listen to the guest's opinions, don't interrupt the guest's speech, and nod your head when listening to show respect for the guest. Smile at the guests. Smile when guests criticize. No matter how angry the guests are, their smiles will "put out the fire" and the problem 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. Even if the guest is wrong, explain to him patiently. Just smile and you will get what you want. I, paying attention to details, starting from small things and starting from bit by bit, will make our work better.

Different services to solve various problems. Sometimes work is really tiring, but I feel full and happy. I am very happy to stand at the front desk, and I am extremely proud of my work. I really love this position. In the future work, I will make my own work plan and try my best to show my brilliance!

Summary of Hotel Staff's Work 2 The past 20xx years have been full, busy and happy. On the occasion 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 in our X Hotel for almost X months, and I have been on duty 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 the work in the past x 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 x months, I have been strictly abiding by the hotel regulations. To sum up, it can be said from the following five aspects:

First, like all other service industries, politeness and etiquette.

How to keep smiling, how to greet guests, how to provide services for guests, and the language to be used in services.

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 require light makeup, work clothes and a good mental outlook, so as to maintain the image of the hotel and let guests know and see our mental outlook of xx. 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!

4. Front desk English. Some English at the front desk is the basic requirement for every receptionist, so as to better serve foreign guests.

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 xx, I will dedicate myself 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 x months, I have many shortcomings, such as communication with leaders and colleagues, 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!

Hotel staff work summary 3 Every employee working in a hotel has to deal with the guests directly, so the working attitude and service quality of our employees reflect the service level and governance level of a hotel. The cashier is the core of this hotel. I know that my responsibility is great and my negligence will bring economic losses to the hotel. Therefore, in my work, I do every job conscientiously and responsibly, and actively learn more professional knowledge from other colleagues to strengthen my professional level. Only in this way can we make greater progress in business knowledge and service skills, bring better service to our guests and make them overjoyed.

There is a saying that is very good! Elimination is not that you don't have potential, but whether you care about your job. Yes, it's not that you are not qualified for this job, but that you don't like it, so you can't do it well. Everyone is really dissatisfied with their present situation, but why are some of these humble jobs successful, while others are getting worse every day, and the final result is to be eliminated. It's very simple, that is, different attitudes towards work.

In the process of communicating with guests, we should pay attention to etiquette and politeness. It's impolite to stare at a guest all the time when talking with him. We should continue to exchange eyes with our guests every once in a while. 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. We must keep smiling when guests criticize us. No matter how angry the guests are, our smiling faces will "put out the fire" and many problems will be solved. 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 we make our work better.

Hotels are like a big family, unpleasant little things will inevitably happen at work, so in daily work and life, I always pay attention to my words and deeds, take the initiative to deal with colleagues, respect others and win respect for myself. Everything goes well at home. Only in this way can our hotel make great progress.

In these days, I have grown a lot and learned a lot, but I have also deeply realized and realized the shortcomings.

1, the service lacks flexibility and initiative, and is afraid of doing something wrong.

2. In case of unexpected events, I lack good psychological quality and can't handle things calmly.

The new year is about to begin, and I will be down-to-earth and do things seriously under the leadership of hotel leaders. Actively cooperate with the foreman, supervisor and leader to complete all the work, strive to improve their comprehensive quality, improve service quality, correct those deficiencies, strive for better development on the excellent platform of the group, and contribute their own modest contribution to the prosperity of the hotel.

Summary of Hotel Staff's Work 4 Time flies, and 20xx years are about to pass in a blink of an eye. During this year, under the guidance of the company's correct operation, X Hotel Management Department implemented departmental management with the concept of "high efficiency, innovation and service", successfully completed various tasks assigned by the company, and won praises from guests many times. The work this year is reported as follows:

First, strengthen business training and improve service level.

Every employee of the hotel is the window and image of the hotel. An employee's work attitude and service quality can truly reflect the service level and management level of a hotel. As the four major hotels, we focus on the quality training of employees. Including reception etiquette, sales promotion skills, language skills to answer the phone, etc. Think about what customers think and worry about what customers are in a hurry. Through training, employees' business knowledge and service level have been significantly improved.

Second, strengthen employees' sales awareness and skills.

The two floors in charge of the management department are mainly the leisure activities area of customers. Therefore, according to the market situation, the hotel has launched a series of promotion programs. According to the customer's needs, the receptionist carefully explained the preferential activities such as rooms, gyms and cafeterias. This not only exercises the sales skills of employees, but also greatly increases the number of individual customers at the front desk and the occupancy rate. The utilization rate of other entertainment facilities has also increased.

Third, pay close attention to hygiene quality and create a clean, beautiful and comfortable environment for customers.

The image of the hotel is not only high-quality service, but also reflected in the nuances. Only by cleaning all parts of the hotel and keeping it clean and hygienic can customers feel at ease and comfortable. Therefore, we have introduced relevant measures in health management to refine the work, starting from rooms, halls, restaurants, gyms and Internet cafes, leaving no dead ends and stains to ensure that guests are clean wherever they go.

Four. Shortcomings in work and future plans

Although hotel management has achieved good results this year, we are deeply aware of our own shortcomings, which are as follows: First, we still lack some flexibility and initiative in service; Second, individual new employees are not skilled enough; Third, sales and health work need to be further strengthened.

In the future, our management department will unite as one, under the correct leadership of X Hotel, around the hotel's annual mission objectives, with full spirit and high morale to provide quality and effective services to every customer. Specific measures are as follows:

1. Continue to strengthen staff training, starting with service etiquette, reception skills, sales skills, etc., and cooperate with business departments to do a good job in sales tasks next year.

2, continue to implement the responsibility system, pays special attention to the health supporting services, for the purpose of customer satisfaction, strengthen the supervision and quality inspection of on-site management personnel, gradually improve the service methods of employees in various departments and improve the service level.

3, comprehensive coordination, cooperate with various departments to complete the work better. The management department should do a good job in organizing and coordinating all departments of the hotel. Let them give full play to their due departmental functions, so as to strengthen the cooperation ability of departments and provide customers with quality and satisfactory services.

20xx carries many people's dreams. When I enter the new year, I hope I can gain something in my work, give full play to my advantages, avoid my disadvantages and learn more experience in my work. I hope that the work of the department can be further improved on the existing basis. In 20xx, my department and I will thoroughly implement the purpose of "guests first, service first", do a good job in management and actively establish the brand image of the hotel.

Hotel staff can't stand the hard work after working for 5 years. With the efforts of all members of our xx hotel, 20xx years passed quickly in the busy work. Looking back on this year, as the front desk manager of xx Hotel, I strictly abide by the development plan of the hotel in my work, and demand myself seriously and rigorously, asking employees to actively and enthusiastically do the front desk service of the hotel and bring the service of xx Hotel to customers.

As a front desk manager, I am very aware of the importance of hotel front desk duties. It's the signboard and business card of the hotel. What is the service and experience of the hotel? You can feel it in a few minutes. To this end, the front desk is one of the most important positions in the hotel. As the front desk manager, I want to set an example in my work, strictly do my own job, manage the situation of the front desk and lobby, and ensure that every guest who comes to xx Hotel can experience the quality service of xx Hotel. I choose here. The following is a summary of my work in the past year:

First, the ideological status of the work.

At work, I insist that thinking is more important than ability. As a front desk manager, I insist on "controlling responsibility with thinking" in my post, insist on training myself and the service concept of the front desk staff, and strengthen everyone's enthusiasm and sense of responsibility. Improve work ability and employees' self-improvement ability.

Ideologically, we should be "centralized and rigorous" in our work, strictly fulfill the requirements and regulations of the front desk, and earnestly abide by the hotel regulations. When dealing with customers, we should keep "caring and careful", learn to observe and empathize, feel the needs of guests, and better show the service of our xx hotel in our work.

Of course, as a front desk, we must not forget the concept of consolidating sales while doing a good job of service. While doing a good job in service, we should also improve the performance of the hotel, so as to really do a good job at the front desk.

Second, personal work situation

At work, I maintain a rigorous and serious attitude. At work, I carefully observe the situation of the front desk in my post and actively manage the work of the front desk staff at work. When the passenger flow is busy and there are problems, I will also come forward to deal with them in time, so that customers can feel the comprehensive service of our xx hotel at any time. And deal with some customers' complaints and dissatisfaction in time, make efforts to compensate, save the lack of service and actively improve.

In management, while I strictly demand the personal handling ability of the front desk staff, I am also actively exercising the team ability, strengthening the cooperation of the front desk staff, improving efficiency and service, and satisfying customers.

In this year's work, although I have actively completed the work and achieved good results, there are still some places that I am not worried about in many aspects. To this end, I will continue to work hard in the next year to make the front desk contribute more to the development of the hotel!

Hotel staff work summary 6 For this job, I can do my job seriously and practically. Although I only play an ordinary role, this role 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.

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

We meet different guests every day, and different guests have different tempers. We should provide different services for different customers, because the constant purpose of this industry is "customer first". When facing customers, always keep a smile on your face and provide polite service to make customers feel cordial. Even if we encounter some unpleasant things in the service work, if we still greet them with a smile, then unreasonable guests have no reason to lose their temper. The so-called "meet and laugh" makes 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, improve your moral cultivation and 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, 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 immediately, and you are really trying to help him.

Many guests asked the front desk to issue more invoices, but we refused, and suggested that guests could tip at other business points and include them in the room charge, which not only increased the income of the hotel, but also met the needs of the guests, but never violated the principle in order to echo the guests. )

4, consider how to make up for the mistakes of colleagues and departments, to ensure that guests check out in time to make guests satisfied.

The cashier at the front desk is the last department that guests contact before they leave the hotel, so they usually complain to us about the hotel service when they check out, 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 cause difficulties, and the style of "making much ado about nothing, 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 trusting relationship between customers and us. )

5. Keep learning and improve your moral cultivation and service skills.

Constantly self-learning, constantly honing personal conduct, improving moral cultivation and improving 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

Work summary of hotel staff. Laughter and laughter all the way, hardships and hardships all the way to send away xx years, ushered in 20xx years full of expectations. Looking back on my three months in the hotel, I feel fresh and happy, moved and grateful. Three months, although a short time, is rewarding for me. Every day, every experience, everyone I met there, the gold content of this process is no less than my study at the school gate for more than ten years, so I thank Li for giving me this rare learning opportunity and meticulous guidance, manager Wang for his meticulous care, and all the members of the General Department for their cooperation in work and care in life. The specific work is summarized as follows:

I. Work aspects

These days, I learned about the hotel's guiding principles, layout construction, division of departments, work distribution, personnel positioning and other natural conditions. The function of the general department is the office, which is an important department to contact leaders and employees. I am honored to be a member of this small group. Although it is trivial to collect meal tickets every day, it can reflect the rigorous and advanced management of our hotel. Quality inspection is an indispensable and important guarantee department for any enterprise.

As a service industry, quality inspection is the most important. Both the sanitary condition of the guest rooms and the gfd of the catering staff affect the business development of our hotel. From the beginning, I only understood that I have a pair of eyes that see everything at the moment, which is a kind of progress and a great gain for me. The blackboard newspaper is a window for internal publicity in our hotel. It not only improved my writing level, but also enhanced my language expression potential by publishing newspapers. During the evaluation, I was entrusted by General Manager Li and arranged with the help of Manager Wang.

Deeply aware of their lack of language ability and logical thinking, front-line service is the most rewarding place. Although hard and nervous, I learned the knowledge of tidying the room, turning the bed at night, and how to put it beautifully. Get to know the preferences of experts in the process of welcoming, and feedback information in time for better service. On February 8, 65438, when the evaluation work was coming to an end, it happened that the meeting between supply and demand of college students from three northeastern provinces was held in Harbin, which was the most important thing for our graduates. I've been ready for a long time, but the floor attendants are really busy, but I'm touched to see them working overtime. Although I am a student, I am also a hotel employee, so I didn't attend the job fair. I'm not saying how great I am. But I was moved by such a group of United, dedicated and pragmatic people. Dedication is selfless, so warmth and passion are fiery, so they shine. This is the wealth and growth capital of the enterprise!

Second, learning experience.

As the business premises of public institutions, international hotels have their unique advantages. From the management system to the scale of development, it has become a leader in the same industry. The overall quality of its staff is also influenced by the specific atmosphere of the university. Can be far-sighted, open up external markets while considering the interests of employees, and have the concept of knowing the overall situation and taking care of the overall situation. Although this is a new enterprise, it is also a dynamic and creative enterprise.

However, the development of things has two sides. As a new enterprise, under the impact of the wave of market competition, it is bound to show its own weaknesses and contradictions. As long as we find a solution to the problem, we will become better if we go up a storey still higher. Competition is also the driving force of enterprise development. The key is to master the skills of avoiding competition, enhance the sense of innovation, dare to break the traditional concept, management concept and management innovation, and gradually move closer from market-oriented to people-oriented management mechanism, thus shaping a brand enterprise with unique characteristics.

How much enthusiasm, how much complacency, how much youth and frivolous, how much laughter and laughter have all ended in yesterday's diary, but the next year will take this day as the starting point, and new goals and challenges will be improved. In the new year, we should continue to work hard, report hard, study hard and sum up hard. Finally, I wish our hotel galloping in the clear sky and all the managers.