Annual work summary of hotel front desk and self-reflection and sharing (6 articles)

We have been in the company for some time. According to the instructions of the company leaders, the front desk work of the hotel must be carefully summarized at this time. Summary is a comprehensive inspection and analysis of one's own work, which can reflect the work situation, work attitude, problems encountered in the work and work results. How can I write a comprehensive summary of hotel front desk work? Below, please continue to pay attention to this website for more "annual work summary of hotel front desk and reflection on your own experience"

Summary of the annual work of the hotel front desk and reflection on my own experience 1 If you want to do the front desk work well, you must have an important understanding of the front desk work. This position not only reflects the image of the hotel; Or foreign customers' first impression of the hotel. Therefore, starting from welcoming guests at the front desk, a good start is half the battle. In my opinion, no matter what position or job, it is a part of the overall organizational structure of the hotel and is for the overall goal of the hotel. The following is a summary of my work at the front desk this year:

Solve disputes first, deal with problems first, 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 with the deliberate difficulties of individual guests, smiling and apologizing, always taking the maintenance of the reputation of the hotel as the premise and trying to satisfy the guests as much as possible.

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

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.

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.

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.

Third, 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 various 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! Strengthen business training, improve the quality of employees and improve service quality. Stabilize the labor force and reduce employee mobility; "Hardware" aging "software" supplement, to make up for the shortage of equipment aging by improving service quality; Improve the sales skills of the front desk staff, increase the occupancy rate of individual customers, and strive to complete the sales tasks assigned by the hotel.

Annual work summary, hotel front desk, from two o'clock to today, in Fengda International for more than a year.

I still remember the mood when I first entered Fengda, a brand-new industry and a brand-new hotel. For me at that time, the hotel was strange and magnificent, and I had hardly touched it before. I started my international concierge work in Fengda with anxiety and excitement.

Because of its work characteristics, I quickly integrated into and became familiar with the new environment. At the same time, while dispelling the anxiety of coming to the hotel, I also felt the feeling of home from the new group. I saw and learned that Fonda International is tenacious and diligent. The spirit and concept of benevolence and broadness have benefited me for life!

After gradually adapting to and mastering the concierge work, Mr. Zhang transferred me to the front desk! This is a job completely beyond my ability and education, but before I had to think too much, I was intensively involved in the meticulous and tense working atmosphere at the front desk. When I am free, I will ask myself, can I, can I?

Of course, the same kind of self-questioning and self-answering is limited to daydreaming ...

The so-called master leads the door and practices in the individual. The competent master taught me the essence of the front desk work. Under the guidance of the master, I completed the one-month "leading the door" and am about to face "personal practice"!

Therefore, mistakes are not as good as people think. ...

20xx years, it can be said that the whole first half of the year, I spent my life in fear. The frequency, influence and degree of mistakes buried me deeply. Big and small mistakes, regardless of whether I can accept them, happen one after another. Although the consequences are not heavy, they will also ruin me black and blue!

At first, I just felt that the operation technology was not skilled enough and I didn't learn enough knowledge, so I asked my colleagues. It is conceivable that things are far from as simple as I thought.

Secondly, my health was not ideal during that time, and I often drank and struggled all day. I'm also wondering if it's because of this that my work has been delayed, so I quit drinking ... Sometimes, because the accounts are unclear and the handover of work is not clear enough, the ringing of the phone after work often haunts my ears like a nightmare, and it always comes unexpectedly when I'm eating and sleeping. Even during that time, I doubted whether I had this syndrome, so I changed my mobile phone simply and naturally. ...

Hehe, but the cause is not here at all, and doing these things is just in vain.

I once thought that I should apply to the leader to return to the concierge under the pretext of lack of ability and too much pressure, trying to change everything that is unsatisfactory. In retrospect, I think even if I do go back, what's the difference except work, not to mention how the leaders and colleagues who expect me will feel? My unhealed body began to remind me that getting along like this is just what I should do?

Although I don't think all this will turn around, I'm waiting for a change. I don't want to stand still, I don't want to be a black sheep, I don't want to drag down the whole team, I don't want to be disappointed in myself! I still want to make progress ...

Fortunately, God helps those who help themselves!

I am very grateful to your brother, Manager Gui Wang, and a group of colleagues who have been pointing this out to me. It is the manager who reminds me, teaches me and exhorts me after I encounter difficulties and setbacks again and again. Yes, I made many mistakes, but the manager didn't abandon me, abandoned me and let me go. He always seems to see through my disheartened moments. It is this humorous, well-managed, frank and outspoken leader who led us and let me achieve a new height in my life under the banner of happy work! A group of colleagues who are laughing and laughing on weekdays have not alienated me, and they are still persistent and impatient.

With the good intentions of the manager and colleagues, I finally woke up and changed myself, with my mentality and details!

Realizing the problem, the most important thing is to implement it. Of course I'm just stupid, but I'm not necessarily lazy. After a while, I met Siqi and saved my life several times, and the effect became more and more obvious. Treat everyone as their own mirror and make up for their own shortcomings! The same work as before is not only faster, but also the error rate is greatly reduced. The same steps and results will not be reworked because they save one second and spend three minutes.

I also understand that when something happens, the first thing I should not do is to worry about who made a mistake, but to analyze the logic and seriousness of the problem and then deal with it immediately. I also know that working is like practicing medicine in Bian Que. It is not how to deal with the problem perfectly, but how to prevent this kind of problem from happening again and nip it in the cradle of disease! Similarly, you won't argue with customers and colleagues because you know it's just a small problem! From body and mind to work, everything around has completely changed. Not only rekindled my confidence in my work, but also increased my interest. At the same time, I am more passionate about my life! ! !

This year, I summed up the spiritual concept of "tenacious, diligent, upright and broad" that we uphold the eight-character motto of Fengda International. It's no exaggeration!

Perseverance: Even if the road ahead is bumpy and full of thorns, we should believe and walk through it strongly. Maybe there will be a bright future at the end of the mountain. If you are not afraid of making mistakes, you are afraid that you can't change them. As long as I have the spirit of immortality, the difficulties are only temporary!

Diligence: stupid birds fly first, which means diligence, and fame means thrift. Even if it is rich, it can't be wasted, not a waste of time, nor a waste of food!

Righteousness: stick to the right, don't act rashly, don't be intimate, don't lose our moral bottom line and service standard because of irrationality, falsehood and covetousness, only by standing upright can we become bigger and stronger!

Boda: neither arrogant nor impetuous. Everyone who walks into the hotel is our guest. They treat each other with high-standard courtesy, treat each other honestly, and put forward opinions and suggestions.

This year, the most popular Chinese character is undoubtedly "micro", which means small, not details. Exquisite and considerate micro-humanity, micro-service, micro-management, thorough investigation, meticulous mentality, micro-details, four or two micro-forces ready to go, with micro-outstanding, small and broad, firm your pace, win in the moment!

This year, I am in Fengda. This year, we followed the dynamic and heroic Fengda International and witnessed its gradual process from birth to maturity in this hot land. We are amazed at its achievements and have a clearer understanding of ourselves!

Annual work summary, hotel front desk, reflecting on my own experience 3 Unconsciously, 1 month is over again. This half a month has changed me a lot and taught me a lot. What you need to learn when you first enter the society is the ability of interpersonal communication.

I come to work in Fiona Fang Express Hotel regularly after being introduced by my friends. With enthusiasm for my first job, I accepted the first job in my life-receptionist. Fiona Fang Express Hotel has 145 rooms. Compared with Zhengzhou, the number of rooms is not bad. Every hotel is the same. The front hall is the core of the whole hotel and should also be the face of the hotel. Therefore, the requirements for staff are relatively high. Image is on the one hand, and personal quality is also very important. Personal qualities include language ability, adaptability to people and things, attitude to emergencies, etc. It is the information center of the whole hotel, where most guests get hotel information, so the staff must have a good understanding of hotel information. To sum up, we can use the following five items to discuss:

1, courtesy, etiquette. Including: how to smile, such as how to provide services for guests, the language of the guests in the service.

2. The front desk staff also cooperates and unites with the floor staff, which is beneficial to the interests of the hotel.

3, the front desk business knowledge training. Mainly the usual workflow, the usual work of the front desk is very complicated, which can be roughly divided into three aspects, namely, registering guests, providing a series of services for guests during their stay in the hotel, including luggage storage and inquiry, and finally checking information for guests and exchanging information with them.

4. language. Why is the local dialect no longer used for guests in the usual guest service at the front desk?

1, disrespectful to guests,

2. It is the decline of personal quality and the bad influence of the hotel, so it is the basic requirement to use Mandarin at all times.

3. Collect and master relevant local scenic spots and latest information. Most of the guests who come to the hotel come from various cities and foreign countries, which requires us not only to have a certain grasp of Zhengzhou's tourist attractions, but also to have a comprehensive understanding of more scenic spots in Henan Province and even some customs and habits of various countries and nationalities. These are the conditions for us to better serve our guests.

Reception at the front desk is a very simple job, but there are still many things to learn. I will concentrate on my work. Only in this way can I constantly improve and improve myself. On the other hand, it is interpersonal relationship. The feelings between the students at school are sincere, and there is not much interest entanglement. But when you enter the society, everything you say and do needs to be considered again and again. Of course, I always remind myself to be honest with others, and everyone will be honest with you. I like the feeling of being busy, which can enrich my life and reflect my life value.

Annual work summary, hotel front desk, unconsciously 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 can't do without the training brought by the hotel and the support of old employees and leaders. In half a year's time, I learned a lot, and the well-known business motto of "the customer is always right" in the service industry was fully exerted there.

In order to achieve the necessary financial goals, hotels should not only meet the material needs of guests, but also meet their spiritual needs. Therefore, as hotel operators, as long as we don't violate the law and morality, we often meet the requirements of our guests. Therefore, from the beginning of induction training, employees will be instilled with: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I always believe that customers are God, and I always try 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 allows newcomers to gain experience quickly, 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 desk of the hotel, every employee should respond directly to the guests. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is the focus of our hotel. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training, can I further improve my business knowledge and service skills, and better bring quality services to my guests.

Second, strengthen my sales awareness and skills to improve the occupancy rate. According to the market situation, the front office strives to promote the sales of scattered rooms. This year, the hotel launched a series of room promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more stays.

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 a problem, you can actively coordinate with this department to solve it, so as to avoid things from getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring necessary negative effects to the hotel.

Fourth, think about how to make up for the mistakes of colleagues and departments, ensure that guests check out in time and make guests satisfied. The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel service at the checkout, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. Therefore, 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, 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!

Annual work summary, hotel front desk, and reflection on your own experience 5. The passenger flow working in X is not large. Due to the arrival of seasonal factors, it has completely entered the off-season. Facing the arrival of the off-season, there are still many shortcomings in our work in X, and there are also outstanding places to improve the wrong work.

Health:

The front office, in terms of hygiene, should be a persistent task. When the middle shift meets again, the peripheral wall, fish pond and revolving door in the front hall should be cleaned and maintained, the adhesive tape on the peripheral glass should be handled with the engineering department, and the peripheral sanitation in the back hall should also be done well. Ask the foreman to clean up every day, and check and clean the care and daily hygiene of elevator 1 in time when the guests are not busy going downstairs. Night shift should be used to clean lanterns. The male guest cleaned a stainless steel floor with wax water, and the effect was very good. Because of the long cleaning time, the ground in the water area was thoroughly scrubbed, and the effect was obvious. Because the physical adsorption of the ground is very strong, it will soon penetrate into it after scrubbing, and it needs to be scrubbed at night. Scrubbing and keeping the public areas of male guests clean. Check and register the hygiene of the bathroom, check the record book, and clean it at the specified time to remove the odor. For the sanitary requirements of the cooperative department, the large pool should be cleaned inside and outside twice a day, and scrubbed after 10: 00 in the morning and100 in the afternoon, and supervised by the foreman, who is responsible for the work inspection. In order to achieve a better bathing environment.

Discipline:

At the front desk, employees who violate the company's discipline at night are more serious, and there are phenomena of leaving their posts without permission and sitting in the class, which brings many negative effects to their work. Conduct fine education for night shift employees, jointly punish the foreman, and strengthen the supervision of night shift work. It is also stipulated that night shift employees are not allowed to sit on duty when folding towels, and employees who sit on duty, leave their posts or sleep on duty are fined more than 50 yuan. The joint punishment of the foreman, the demotion of the foreman or the return of the probation period have been controlled accordingly. Reflect the basic accomplishment of the front office and have a strong sense of collective honor. Male guests, on the whole, are good. This month, an employee entered the business area in casual clothes and was fined on the spot. An employee was fined on the spot for stealing eggs, and there was no other violation of discipline. Due to the discipline of the cooperative department, it is not allowed to stand or lean in the business area during work, and smoking is not allowed in it, resulting in the lowest fine for violation of discipline in 50 yuan.

Services:

There are many new employees at the front desk, but various businesses are still lacking. In terms of service, it also reflects the shortcomings of Xudu. For example, the cashier's hands are not standardized to send and receive things, and the service language is not standardized. Before class, simple practice methods and post foreman will be adopted to unify and standardize the service requirements of new employees. At the cashier's desk, one cashier has been eliminated according to the principle of the last elimination system and the survival of the fittest. With the arrival of the off-season, employees are somewhat uncomfortable with the decline in passenger flow and don't know what to do, so as to correct the performance of employees' mentality in time in service. Strengthening the smiling service of employees, standardizing the service language for customers, not using casual language, strengthening the 30-degree bow of employees and correctly guiding gestures have all reached the service standards. Employees have a good sense of active service. One-shift service can remind guests at any time, avoid the loss of items, and basically put an end to the phenomenon that guests lose their mobile phones at will, which was emphasized last month. For the company's service, the foreman on the next floor should respect the opinions or suggestions of the guests every day, which has achieved a good service level.

Sales:

In terms of sales, it is mainly to encourage employees to promote sales, set tasks for employees every day, and promote sales in a targeted manner. The male guests are very passionate about the promotion this month, especially the massage sales. Customers who have passed the male guests have never missed any opportunity.

Plans for next month:

1: stabilize people's mentality and provide skills training for stable employees.

2. Training and supervising detailed services, paying attention to gfd, creating jobs and positioning.

3. Check facilities and equipment, eliminate potential safety hazards, and conduct safety knowledge training for employees.

4. Strengthen the supervision and education of the class management personnel to improve them.

5. Strengthen health maintenance while avoiding long-term health dead ends, adhere to daily health and plan health every week.

6. Strengthen communication between departments and build a better harmonious team.

Annual work summary, hotel front desk, unconsciously 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 can't do without the training brought by the hotel and the support of old employees and old 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, we often meet the requirements of our guests as long as it is unethical. Therefore, from the beginning of induction training, employees will be instilled with: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I have always believed that customers are God, and I have always tried my best to make my service to the extreme.

The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping guests 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 regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.

Second, strengthen my sales awareness and skills to improve the occupancy rate.

According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has 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, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

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

The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel service at the checkout, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me.

Although the sword is 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!