Work summary of hotel front desk staff: 5 articles

Work summary of hotel front desk staff 1

The past 20-2000 was a full, busy and happy year. On the arrival of this new year, looking back

Work summary of hotel front desk staff: 5 articles

Work summary of hotel front desk staff 1

The past 20-2000 was a full, busy and happy year. On the arrival of this new year, looking back on the road, during the almost five months I came to our hotel, as a new employee, with the care and help of our front office leaders and colleagues, I knew nothing about the reception work at the front desk of the hotel and was able to work 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 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 training of front desk business knowledge. 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. English at the front desk. Some English skills at the front desk are the basic requirements for each of our receptionist, 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!

Summary of the work of hotel front desk staff II

Time flies, another year has passed, and when the new year is coming, I have made the following summary of my work this year:

1. Abide by the rules and regulations of the hotel, get to work on time every day, do your job well, and don't be late or leave 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 and hand them over to the Finance Department, and do a good job of handover 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, bring a good start, 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, you can 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 them.

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 image, smile and be full of energy, and greet our guests with our best side, so that every guest can feel our sincerity and enthusiasm as soon as they enter 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, and make every effort 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 need 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 eliminate all kinds of unpleasantness encountered by guests 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.

Starting from 20__, 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!

Summary of the work of hotel front desk staff 3

Unconsciously, I have been working in this hotel for one 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 a hotel operator, as long as it does not violate the law and morality, the requirements of the guests must always be met. Therefore, from the beginning of induction training, employees will be instilled with: "The guests will never be wrong, and the mistakes will only be us." "Only sincere service will win the smile of the 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 can be assigned to one cashier, 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.

During this year, I mainly did 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 when they check out. This kind of service, and these problems are not caused by the cashier. At this time, it is most undesirable to shirk or blame the departments or individuals that have caused difficulties. "It's none of our business, but hanging high" not only can't make up for the mistake, but also makes the guests doubt the management of the whole hotel, thus deepening the distrust of the guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me.

"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!

Summary of the work of hotel front desk staff 4

Time seems to pass quickly this year. Unconsciously, it is winter again, and the work of the year has come to an end. This year, my work in the hotel was as normal as in previous years. No outstanding work performance, no mistakes in the work. I'm not satisfied with my work this year, but I won't feel too disappointed. Under the supervision of the leaders, my colleagues.

First, obey management and do your duty.

The first step in working in a hotel is to absolutely obey the management of the superior, and never act arbitrarily. You must report to your superiors at the first time when you encounter any situation outside your work status, and you are never allowed to draw conclusions and solve it privately. At this point, I have learned a lesson. I have always kept the hotel's requirements for my work and fulfilled my duties. It is because I have a deep understanding of my work that I can guarantee that I will not make any mistakes. In this year, I have never been late and left early, and my work attitude has never been negative and slack. I am good at learning from other people's mistakes, so I am strict with myself. For example, a guest who stayed in our hotel used counterfeit money, and my colleague took care of him. When such a thing happens, we should report it to the supervisor as soon as possible. As a result, she insisted on convincing the guest that it was counterfeit money and asking him to change it. As a result, the guests were unreasonable and smashed all the vases at the front desk of our hotel in a rage. The fault loss of this matter can only be borne by that colleague, and it is not worth the loss and has been punished.

Second, pay attention to service attitude, customers are God.

I'm in charge of the cashier in the hotel. What this position needs is caution. When customers check out, they always greet every customer warmly, so that they can have a good mood when they check in and leave happily when they leave. We are the first employees customers see when they check in and the last employees they see when they leave. What we do means whether we can add points to the hotel's impression of customers. I must meet the needs of every customer, whether reasonable or unreasonable, and try my best to meet them. If you encounter something that can't be solved, ask the supervisor for instructions at the first time. You must have the ability to work in place, so that you can check in for your customers accurately, skillfully and quickly, and don't waste every minute of your customers' time.

Third, look at yourself and plan for the coming year.

I don't think I am enthusiastic about my work at present. I don't have a self-motivation. I just finished my work well. I have never proved to the hotel that I have the ability to work beyond the cashier position, but it seems that I am very comfortable and relaxed in the cashier position. The supervisor told me this more than once, and I understand that I really didn't do my best at work. Because I can do my best to work in the coming year and see what my working ability can achieve, I think it's time for my leaders to see my ability and give me a promotion and a raise. I will present a different self to the hotel next year, and I hope to stand in a higher position in the hotel next year.

Summary of the work of hotel front desk staff 5

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.

(1) The front desk is the centralized place for almost all information of the company and the main window for information circulation. Through the front desk internship, new employees can 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 have observed and heard, and think more about handling the caller's information within a scale. ; In reading more, we should always pay attention to the personnel flow in the company's departments.

(2) The customers at the front desk are complex and diverse, ranging from company bosses and important customers to water couriers and cleaners, but there is only one marketing method for these different customers, and that is direct sales. Therefore, in the process of work, the front desk staff must pay attention to their words and deeds, because every detail they do represents the image of the company, so they should take every customer seriously and serve them with the same enthusiasm and thoughtful service, so that customers can leave a beautiful and deep impression on themselves and the company. In this process, I think it is very important to treat each other as equals, because it is very difficult to identify each other's identity at the first time in the process of work, especially in the process of making phone calls or communicating with visitors. Therefore, only by maintaining a warm and positive attitude and thoughtful service can we treat every customer perfectly and let both parties enjoy happiness in communication.

(3) The front desk work is complicated. In these miscellaneous work processes, we should be good at summing up, be diligent in thinking, gradually improve ourselves in the process of continuous learning, and gradually program and integrate these complex things. It's easy to correct your mishandling in time and try not to make the same mistake again. In fact, these things are easy to say, but it is not easy to really do this in practical work. Therefore, in the process of follow-up work, we should also pay attention to follow up ourselves. When doing a lot of things, we should consider the problem from the other side's point of view and try our best to satisfy our customers!

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