Switchboard manager year-end personal work summary 2021

Time flies, and it’s the end of the year. The work for the next year will soon begin. I must have a lot of feelings. Have you finished writing your year-end summary? The following is what I wrote for you. The "Switchboard Manager Year-End Personal Work Summary 2021" compiled by us is for reference only. Everyone is welcome to read this article. Year-end personal work summary of the switchboard manager 2021 (1)

The one-year internship time flies by in a blink of an eye. Working in the company has enabled me to truly step into the society from campus. In the work of the switchboard, it has given me It brought happy memories and increased my life experience. I learned a lot in this short time. It made me truly realize the communication between people, realize that I should master more skills at work, learn how to take my work seriously, understand the concept of mastering time, and increase my social activity ability and ability. My self-learning ability, etc., have benefited me a lot from this internship!

Our foreman, Sister She not only taught us the process of switchboard work, but also taught us some knowledge about hotels. She also taught us how to look at this complex society. I am very grateful for her patient teaching from the beginning to the end!

While working at the switchboard, their rigorous and serious work style left a deep impression on me, which enabled me to learn a lot from them that I lacked.

In my past work, I found that in order to be able to do a job well, I must face up to my work attitude and face every day's work with an optimistic attitude, no matter how hard it is. Whether the work is heavy, busy or leisurely, you must use a positive attitude to complete every job you do, rather than facing it with a complaining mentality. Summarize your job responsibilities at the switchboard:

(1) Stick to your post, be loyal to your duties, establish the idea of ????serving guests wholeheartedly, answer politely, treat guests equally, be patient and meticulous, and pay attention to efficiency.

(2) Transfer each incoming call quickly and accurately according to work procedures to ensure smooth communication, promptly switch on and off each phone call when guests check in and check out, and do all the necessary tasks Record.

(3) Respond enthusiastically, politely and quickly to guests' inquiries, and provide guests with consultation, transfer and wake-up services.

(4) Be familiar with the hotel’s internal organizational structure, and be familiar with the names, extension numbers and voices of the main person in charge and department managers in the hotel.

(5) Senior hotel administrative personnel and their personal phone numbers must not be leaked to the outside world. Guest information must also be kept confidential and a security and confidentiality system for the switchboard must be implemented.

(6) Take good care of the equipment in the main computer room, keep the equipment clean and maintain its normal operation.

(7) Correctly perform various functions and precautions of the switchboard.

(8) Consciously abide by the employee rules and regulations of the hotel and shall not take advantage of work to have relationships with guests or make friends.

(9) Complete other work arrangements assigned by superiors.

(10) Make a good handover with colleagues.

Finally, I would like to thank my colleagues who have helped me, thank you for your company over the past year, thank you for having you!

This is a summary of the past year at the switchboard, switchboard His life story is vivid in my mind. In this challenging road, we should face reality with a positive attitude and clear and creative ideas, because we are all enterprising people.

I hope that the accumulated experience can be put to better use in the future!

I hope that I will have a perfect start and create a perfect life for myself! Year-end personal work of the switchboard manager Summary 2021 (2)

The switchboard is the hotel’s first window to guests, and guests’ first impression of the hotel is often made through the phone. The responsibilities of the switchboard operator are quite important.

xx has strict requirements for operators: be familiar with all business and knowledge within the group; do a good job in shift handover work; transfer every call quickly and accurately according to work procedures; respond to guest inquiries enthusiastically, politely, and quickly ; Actively help guests find phone numbers or keep their phone numbers confidential; Provide guests with wake-up calls accurately; Understand the organization of the store and be familiar with the names and voices of the main person in charge and managers of each department; Be familiar with commonly used telephone numbers in the city; Be familiar with relevant information; Knowledge of inquiry; master the functions of various equipment in the main computer room, and know how to make full use of various function keys and precautions when operating; especially strictly keep customer information confidential.

The business center is a business place of the hotel, and the clerks in the business center mainly serve customers. Provide guests with services such as sending and receiving faxes, copying, translation, and sending emails online, and keep guests confidential; handle booking services for air tickets, train tickets, and travel tickets for guests; quickly and accurately answer guests' business and travel questions various questions; provide commonly used small office stationery for guests to borrow at any time; provide the latest business information and business service consultation services as well as international and domestic long-distance calls. Clerks carefully check every shift to ensure that the equipment and facilities are in good condition, and regularly clean and maintain various equipment and facilities in the business center; exert their initiative and enthusiasm, improve unity and collaboration among colleagues, and complete other tasks assigned by superiors Task.

In the first week, old employees would take us to work. During this period, I felt what it meant to be bullied. The girls in the main computer room were all younger than us, but they were familiar with their work. They are all taller than us. Because the facilities and equipment in the switchboard room are fixed and many operations are standardized, if you are not trained proficiently, you will make mistakes due to nervousness when you receive a call. When we make mistakes in something they think is very simple, we will see a very impatient face, and sometimes we will be criticized by the foreman. I endured all this silently. Fortunately, my ability to accept is good. After half a month of work, I can operate the main computer room with ease on my own.

When one is proficient in the work process, he often simplifies the steps and ignores details because he is too proficient, causing more complaints from customers or senior leaders than necessary. Once, when I was working alone, there were a lot of phone calls. After answering one, the other one rang immediately, or two rang at the same time. At this time, we will use the method of holding the phone to make the customer wait. Because the phone is too busy, two calls are held at the same time. I accidentally hung up the customer's phone when I went to pull the line after answering one call and waited for the customer to call. At this time, the guest's voice clearly sounded impatient. After I patiently and carefully explained the problem to the customer, the complaint did not become a big deal. This time I deeply felt that no matter how familiar a job is, it must be done carefully, so that it will be more perfect

Because there is only one foreman in charge of the business center and the main computer room, so the main computer room Operators must learn some knowledge of business clerks to prepare for emergencies. The business switchboard has become one, old employees are resigning one after another, and new operators have come to the switchboard room. We have gradually become old employees. After getting familiar with the business of the main computer room, the foreman trained us on the knowledge of the business center. How to skillfully try out copiers and fax machines; how to provide ticket booking services to guests; these were all the focus of the training. Working in the business center gave me hope. From communicating with people on the phone in the switchboard room to face-to-face communication with guests in the business center, this is a challenge for me. Service has always been my weakness. When communicating with guests, , I usually can't find the key topics, and sometimes I am timid. When I meet foreigners, I am often so nervous that I can't even speak a word in English. As my familiarity with the job deepens, my ability to serve customers has also improved a lot, which has given me the comfort I have found for so long.

1. Change in work attitude

Most of the time in the switchboard room was boring and empty. The phone kept ringing in the last minute, and four or five calls came in almost at the same time. , our colleagues are so busy that they can't wait to be busy. The next minute there is silence, and sometimes there is no call for half an hour. This is the switchboard room, what a boring place. I face a phone and communicate with thousands of people every day, listening to the polite or impolite tone of the caller, and the impatient voice. All day long I was doing repetitive and simple things, but one day I saw only the red light on the reception desk flashing, and all I could see was the shadow of the phone, and I became easily irritable.

It’s such a job where busyness is unevenly distributed, and it’s such a boring place, day after day. The same is true in the business center. The better thing is that you can see people walking through the lobby from time to time, so you don't feel like you are forgotten in the corner.

2. Understand the proactive service awareness

Service awareness is the understanding of the responsibilities, obligations, norms, standards, and requirements of hotel waiters. It requires the waiters to always maintain the sincerity of the guests in their hearts. feel. Active service awareness is particularly important in service awareness. Actively discovering potential requirements of guests and providing timely services to guests will give guests a sense of belonging.

Active smile service is the service soul of the switchboard operator. The operator uses the phone to communicate with people. The guests cannot see her smile but can feel it. The sound of the smile is sweet and makes people feel happy. People feel comfortable. Whenever guests hear such a sound, they will talk to them politely. At the same time, they will also be praised by guests, making the hotel's image suddenly brighten in the first impression of guests.

Business clerks’ customer-facing work involves very detailed services. Being good at discovering guests’ needs is an important service skill for an excellent employee. When guests are waiting in the business center, they can give them a newspaper or ask the water bar staff to bring them a free glass of lemonade to help them relieve their waiting time. At this time, the guests will express their gratitude with a smile, which will make them feel happy.

3. Experience hotel training

In xx, what impressed me most was the hotel’s training system. From induction training to departmental pre-job training, to monthly on-the-job knowledge training, we all provide ourselves with a good space to learn professional knowledge.

The essence of competition in the modern hotel industry is the competition between the quality of managers and employees. Training a team of high-quality hotel management and service personnel is the most important task in hotel personnel work. Many hotel operators now realize that: "Training is the only way for a hotel to succeed", "Training is the driving force for hotel development", and "Without training, there will be no service quality." Hotel employee training is not only conducive to the development of employees' own knowledge and skills, achieving the hotel's business goals, but also conducive to the long-term development of the hotel.

For employees, they are happy to accept training arranged by the hotel, which can speed up their correct professional attitude. Onboarding training is particularly important. During this training process, employees can understand the situation of the entire hotel, the hotel's institutional culture and Whether welfare benefits can give employees a sense of belonging often depends on this period. The training during this period plays a very important role for us working students. We have just stepped out of campus and cannot find a starting point for a job. Induction training is a guide before taking up the job, so that we blind working students can have a good idea of ??our careers. planning. The department's job skills training allows employees to learn professional knowledge and skills, and also develop professional habits. Especially for new employees, systematic training is much faster than trying to learn by themselves. They will have confidence that they can do their jobs relatively independently and make correct decisions freely, thus improving their self-confidence.

For hotels, increasing training can improve service quality and work efficiency. Through training, new employees can quickly master relevant skills and start working. Older employees can also learn better working methods to reduce accidents and reduce losses. There are often outstanding people in the workforce. They have expanded their knowledge and work areas through training. Their management potential will be stimulated by being influenced by new management theories. Recruiting talent for hotels goes a long way.

4. Appreciate grassroots management

Working in a grassroots position in a hotel, the grassroots are both bosses and friends.

Grassroots managers have direct contact with customers and employees on the front line. They have keen insight and can promptly grasp customer feedback information and discover systemic and execution problems that affect delivery quality during the service process. Find measures or methods to solve problems within the scope of responsibility. This is a good example for lower-level employees to learn from. They can improve themselves through the foreman's search for their own shortcomings and learn some management skills.

However, grassroots management also has big flaws.

Due to the shortcomings in the ability and awareness of our country's hotel managers at the grassroots level, it is difficult for them to discover problems that really affect customer satisfaction, especially the flaws in the service system. As a result, the same quality problems reoccur, which not only reduces the customer's perceived value, but also Failure costs incurred when dealing with customer dissatisfaction will lead to a reduction in the hotel's competitiveness. However, due to various reasons, they are reluctant to communicate important information to their superiors. One is the lack of own ability. Unable to accurately determine which customer information is valuable and which service issues need to be communicated to superiors. The second is its own inertia. If you communicate upwards, it may not be adopted. It is better to do less than to do more. The third is the thinking of individualism. I think I should report service issues to my superiors and I am worried about the negative impact. Since the superiors of lower-level managers cannot effectively obtain valuable information, it is difficult to continuously improve service quality.

The shortcomings of grassroots management are a long-term problem. After all, it is the grassroots level. Insufficient experience and insufficient ability are common problems. But grassroots management should at least lead by example. As a lower-level manager, you must first set a good example at work. From the implementation of the hotel's rules and regulations to your appearance, words and deeds, work attitude, etc., you must take the lead in setting an example and be a good leader for employees. We should understand the principle of "teaching by example is more important than teaching by words", and use less words and more actions and self-image to influence, motivate, guide and educate employees. "There are no bad soldiers, only bad generals." The quality of employees' work is like a mirror, which can directly reflect the management ability of a manager. Year-end personal work summary of the switchboard manager 2021 (Wednesday)

Time flies so fast. It has been almost a year since I started working. With the care and help of the hotel leaders and colleagues, I am slowly improving. Entered the role of hotel employee. As a newbie, I have learned a lot and received a lot of help in the past year. Here is a summary of my nearly one year of work:

1. In-depth study of corporate philosophy

Enterprise development is inseparable from talent cultivation. The chairman said in "On Being a Human Being": " The one who made the mistake was me, the one who didn’t made the mistake was him.” This sentence is deeply imprinted in my mind. Indeed, if a person wants to go further in his career, he must have this kind of good psychological quality and a balanced mentality. First of all, we must find the reason from ourselves and dare to accept our mistakes.

2. Comprehensive improvement of business skills

During this year, the previous deficiencies in English have begun to be gradually improved. Able to keep a calm mind and listen carefully to the needs of guests. When receiving calls from foreign guests, such as room transfer or wake-up service, we can handle them well. I will also take the initiative to study some details of the switchboard until I understand them. In terms of sales, I have summed up a set of sales skills, know how to capture the psychology of customers, and completed the sales of xx membership cards, which has been further improved compared to the first half of the year.

Although its own business has been improved, it still needs to be strengthened. Although there is theoretical knowledge to pave the way, combining theory and practice still requires a process. It is necessary to improve in many aspects: 1. Voice and intonation. When reporting for your position, you must maintain a happy mood to have a pleasant tone. At the same time, it can also reduce the other party's sense of rejection and strengthen affinity. 2. Add appropriate greetings to shorten the distance between each other, rather than just calling the interviewer.

For switchboards, we are a rather special team. We use our own voices to deal with customers. Although guests cannot see us, they can feel our service, level and business skills through a small phone line. Although the content is not much, it is quite cumbersome. We need to pay attention to service details. In response to this situation, we cannot be afraid or shrink back, but should actively think about ways to solve the problem.

3. Existing problems and directions for future efforts

Looking back at my own problems, I think there are three main points:

1. There are too many worries. Many opinions and ideas are not put forward in time, and there is always a fear of mistakes. In the future, you must put down all your baggage and devote yourself to your work with all your strength.

2. If you are stubborn and too persistent about something, you should listen more to other people's opinions, communicate well with colleagues, ask questions from your leaders humbly, and then think about how to improve yourself.

3. Work and life are inseparable. When encountering unhappy things in life, sometimes you will be very emotional and will vent a few words, which may lead to imperfect voice and intonation when answering calls from customers. Therefore, I have been working hard to change myself and try not to bring the troubles in life to work, nor to bring the pressure from work into daily life!