Practical 2022 front desk personal summary report

Summary, people can upgrade scattered and superficial perceptual knowledge into systematic and profound rational knowledge, so as to draw scientific conclusions in order to correct shortcomings. Below is a personal summary report about the practical front desk that I compiled. Welcome to read! For more summary templates, click "Work Summary" to view.

Practical front desk personal summary report 1

Unknowingly, I have been working in this hotel for x years, and I have learned a lot about the front desk from the beginning. I am now on my own, and I believe that in addition to my own dedication and efforts, it is also inseparable from the training the hotel has given me, as well as the support of old employees and leaders. I have learned a lot in half a year. The well-known business motto in the service industry, "The customer is always right," has been taken to the extreme here. In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements to the maximum extent as long as they do not violate the law or violate ethics. Therefore, employees will be instilled in employees from the on-boarding training: "Guests will never make mistakes, it will only be us" and "Only sincere service will bring smiles to the guests." I have always believed that the customer is God, and I have always tried my best to provide the best service possible.

The work of the hotel front desk is mainly divided into reception, room sales, check-in registration, check-out and fee settlement. Of course, this also includes answering guests' questions, helping guests handle service requests, telephone transfer and other services. At the front desk of the hotel, the working shifts are divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and sell, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly.

In the past six months, I have mainly done the following work:

1. Strengthen business training and improve my own quality

As the front office of the hotel, each Employees have to face guests directly. Their work attitude and service quality reflect the service level and management level of a hotel. Therefore, employee training is the focus of our hotel. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, so that I can better provide customers with high-quality services.

2. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate and solve it with the department to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

3. Consider how to make up for mistakes made by colleagues and departments to ensure timely checkout and customer satisfaction

The front desk cashier is the last department that guests contact before leaving the store, so Complaints about various hotel services are usually made to us at checkout, and these problems are not caused by the cashier. At this time, it is most taboo to blame or blame the department or individual who caused the difficulty. It is best to "just leave the matter alone" It is not advisable. Not only can it not make up for the fault, but it will make guests doubt the management of the entire hotel, thereby deepening the guests' distrust. 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, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thus changing the initial bad impression and even establishing a close and trusting customer-self relationship. Although a sword is sharp, it will never be sharpened until it is sharpened."

Only learning can continuously sharpen a person's character, improve moral cultivation, and improve service skills. Let us take vigorous steps and keep moving forward, so that we can reach a sky where we can spread our wings and fly high! Brothers and sisters of Mingya, let's work hard for our tomorrow!

Practical Front Desk Personal Summary Report 2

Over the past year, under the guidance of the Agency Affairs Bureau and under the specific leadership of Director Li of the Reception Center, we have effectively performed service responsibilities around the work center, creatively carried out reception work, and gained Most of the guests, colleagues and leaders praised the company for successfully completing various tasks assigned by the leaders. At the same time, individuals have also achieved certain results in different aspects, which are mainly reflected in the following aspects. The work is summarized below:

1. Raise awareness

The hotel industry as a The essence of this service work is to provide guests with a high-quality and comfortable dining and rest environment. The front desk reception work is the first part of the work and also represents the first impression of the hotel. Front desk staff must be highly aware of the importance of their work, always keep in mind the service tenets of "guests first, service first" and "to make guests completely satisfied", always smile, and receive guests from all walks of life seriously and humbly. Only by continuously improving the awareness of the importance of front desk work ideologically can we do a good job in front desk work. Only by basing ourselves on our own work and paying attention to every service link can we ensure the orderly and healthy development of all work.

2. Solid work

Over the past year, I have been diligent and solid in my work, strictly followed the regulations and requirements on front desk work, conscientiously performed front desk service responsibilities, and actively carried out various tasks Work. During the work period, I was on duty on time and never arrived late or left early, ensuring the normal business order of the reception center. He treats guests politely and warmly, with a friendly smile. He can answer questions and recommendations patiently and understand humbly. He coordinates and solves problems with relevant units in a timely manner, and properly handles guest complaints of all sizes, which has won praise from the majority of guests. In terms of treating colleagues, we can be united, help each other, be friendly and harmonious, and properly handle various problems in personal life.

3. Strengthen learning

While working hard, I insisted on studying various cultural knowledge, mainly in hotel management, law, accounting, etc., and conducted systematic and in-depth study . A person's learning potential determines how far he or she will go. Only by constantly learning all aspects of knowledge can we improve our work initiative and innovation and adapt to the ever-changing and developing hotel industry.

Of course, while summarizing my achievements, I also have some shortcomings. For example, my overall awareness and proactive actions are not strong enough, and I need to focus on improving them in the next step.

In short, at the end of 20x, with the care and help of my leaders and colleagues, I achieved some results. However, in the face of new situations and new problems, I still need to stand at a new starting point and welcome the new situation. Despite the difficulties and challenges, we will continue to work hard, continue to perform our job responsibilities seriously, continuously improve our professional level, carry out our work creatively, and contribute our light and heat to the all-round development of the reception center.

Practical front desk personal summary report 3

If you want to do a good job in the front desk position, you must have an understanding of the importance of front desk work. This position not only reflects the company's image; it is also the first image of the company that external customers have. Therefore, starting from welcoming guests at the front desk, a good start is half the battle. I feel that no matter which position or job you are engaged in, they are part of the company's overall organizational structure and are working hard for the company's overall goals. After a year of training at the hotel front desk in 20x, I have summarized the following points:

1. Pay attention to the coordination with various departments, and carry out room opening and check-out work according to daily room status

< p> The hotel is like a big family. Friction between departments will inevitably occur at work, and the quality of coordination will be greatly affected at work. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we must be able to proactively coordinate and solve it with the department to avoid the deterioration of the matter, because everyone The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

2. Resolve disputes, handle problems, and provide service first

Due to the aging of some hotel equipment, some inconveniences are caused when guests check in, which often leads to complaints from guests. For these disputes and problems, the front office responded calmly and resolved them actively, promptly and properly. For the deliberate troubles made by individual guests, we have also been patient and apologized with a smile. We always put the hotel's reputation as the premise and try our best to satisfy the guests.

While achieving results, we must also be deeply aware that due to the mobility and unprofessionalism of front office personnel, as well as other reasons, we still have many problems in our work.

3. Lack of smiling service

The front desk insists on doing the "three meetings" in daily work, that is, when meeting guests, they will smile, greet and communicate. Service requires a smile. Only by always smiling at the guests can the service be full of vitality and the guests will feel our service from the heart. When a guest enters the hotel, we proactively, enthusiastically and affectionately address the guest. A greeting and verbal communication bring us closer to the guest. But our employees are not yet able to put smiles on their faces at all times, and sometimes they even refuse to speak Mandarin when booking rooms for guests.

4. Lack of sales skills

Due to the lack of professionalism, our employees are still lacking in guest room sales skills. The front desk should flexibly control the room price according to the market conditions and the occupancy situation of the day in addition to the hotel's preferential policies. The front desk should also communicate with the security in advance to 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 make the guests stay". The front desk should shout out the price. If the guest thinks that the room price is too expensive, turn around and leave. When this happens, the security guard should cooperate and take the initiative to lower the price to retain the guests.

5. Loopholes in financial accounts

Since the room opening process at the front desk is completed by hand, it is highly operable by humans; the computer program cannot be detected because it can be modified at will. There are big loopholes in the actual number and prices of open rooms. Fortunately, our employees never engage in petty fraud to embezzle money. But just in case, the loopholes in front-office finance should be filled as soon as possible.

In order to further improve the quality of our work, cooperate with the sales department to complete sales tasks, increase the hotel's individual guest room sales prices, and handle various problems more properly, so that every guest can come with pleasure and satisfaction And when we return, we still need to keep working hard to do better!

Practical front desk personal summary report 4

Looking back on the work in August, it can be said that people who travel are also There are many, and our hotel is also relatively busy. As the front desk, I also do my job seriously and responsibly. Now at the end of the month, I am also summarizing this month's work.

As the front desk, facing customers, I know that I must provide good service, and this month I am also responsible for providing good service, whether it is the reception of a family, or the reception of various groups of teachers and students. , I do my best to ensure that the work at the hotel front desk is done well, and the service is good. In fact, many times the subsequent things can be completed better. I am also responsible for the sales work assigned by the leader. Go to the place and arrange the customers.

I also try my best to meet the customer's requirements. When the customer contacts us, I will cooperate with my colleagues to complete some requirements, and finally follow up to ensure that the customer is satisfied. In the reviews after leaving the store, I also received a lot of affirmation. My seriousness in work is actually related to the training and self-improvement in the first half of the year. The emergence of the epidemic also made us more aware that if the customer flow is reduced, , then each of our customers must be particularly cherished. In addition to doing a good job in hardware, our service personnel must also do a good job in service. Only in this way can customers be more satisfied and have more repeat customers. .

This time, there are indeed many customers who are old customers. They are satisfied with our work and are willing to come to our hotel many times. Although the pressure of competition is great, some stores are even better than ours. The hardware conditions are better and the price is lower, but many customers are also interested in our service level. In August, in addition to doing a good job, I also constantly reflect and summarize, and I will communicate with colleagues after get off work every day on what aspects should be done better. There are some areas where we can continue to improve them. This is how service work is. Not only do we have to do a good job in the process, but we also need to constantly think about how we can make the service more outstanding and distinctive so that customers can enjoy it. I am even more satisfied. Although I have been working at the front desk for a long time, I also know that the service is endless and I still need to think more to get better.

The end of one month's work actually means that it is time to enter the next month's work. For September, I have also made a work plan. At the same time, I will continue to improve and improve, and strive for my own work. It is getting better and better, and I believe that I will do it. I will also make changes to some of the problems I discovered in August, so that my front-end service can be better and get more recognition.

Practical Front Desk Personal Summary Report 5

Time flies by, and another year has passed. As the new year is about to come, I will reflect on my work during the year. I have made the following summary and hope to get evaluation and guidance from leaders and colleagues:

1. Abide by the hotel’s rules and regulations. Commute to and from get off work on time every day, never be late or leave early, and do your job conscientiously;

2. Have a serious and responsible work attitude. Complete the passenger check-in registration form, carefully fill in the passenger accommodation registration form, carefully check the passenger information, and achieve the real-name registration required by the public security department; when the passenger leaves the hotel, do a good job with the checkout, carefully calculate the expenses, and try to be as accurate as possible;

3. Carefully check the day's accounts and bills every day, submit them to the Finance Department, and hand over the work with colleagues the next day to facilitate the smooth progress of the work;

4. Overcome the work All difficulties encountered in the process, able to stick to the post even when there is insufficient manpower and the workload increases significantly. When new employees are not familiar with the work, they can teach them step by step and take the lead, conscientiously implement the leadership's work instructions, and get them into work quickly;

5. When encountering emergencies or emergencies in daily work, be able to calmly make analysis and corresponding emergency measures, report to the leader immediately for instructions, and promptly notify the relevant responsible departments to make better solutions. ;

The front desk is the window of the hotel. It is a vital department and the first impression of customers when they come. We must always uphold the service concept of courtesy, enthusiasm, patience and thoughtfulness, so that guests can truly feel at home. .

First of all, we must maintain our best image, smile and be full of energy, and greet guests with our best side, so that every guest will experience our sincerity and enthusiasm when they enter the hotel.

Secondly, pay attention to guest preferences. When a guest enters the hotel, we must take the initiative to say hello. If the guest is a regular guest, we must accurately state the guest's name and position. This is very important. The guest will feel that he or she is respected and valued. We also collect the guests’ living habits, personal preferences and other life information, and do our best to satisfy the guests so that they can feel as comfortable as home every time they stay in the hotel.

Furthermore, provide personalized services. When guests check in, we should pay more attention to the guests and ask more questions. If they are out-of-town guests, we can explain the local customs to them, proactively introduce them to the locations of stations, shopping malls, and scenic spots, ask the guests if they are tired, and handle the matter quickly. Good check-in procedures; when guests check out, they need to wait a few minutes for room inspection. At this time, let the guest wait and proactively ask the guest how their stay was or if they have any comments about the hotel. Don't let the guest feel that he has been left out. Further communication can make guests feel more warm and can also eliminate all the unpleasantness that guests encounter in the hotel. Due to the limited hardware conditions of Keyuan, we must be more patient and enthusiastic in the face of guests' complaints and complaints, impress customers with our enthusiasm, and try to make their stay as satisfying and comfortable as possible.

Last and most important, service with a smile.

In the process of communicating with guests, you must pay attention to etiquette and politeness. When talking to guests, you should maintain eye contact with the guests at intervals. Do not lower your head or look directly at the guest for a long time. We should listen more to the opinions of the guests, do not interrupt the guests' speech, and keep nodding while listening to show respect for the guests. Especially when the guests criticize us

we must keep smiling. No matter how angry the guests are, we can bring a sense of peace to them with such a smile, and many problems will be solved. Use polite language, greet guests when they arrive, greet them when they leave, and apologize when you trouble them. When talking to the guest to explain the problem, do not argue with the guest, but be sure to patiently explain to him. As long as we keep smiling, we will get unexpected results. I think that only by paying attention to details, starting from small things, and starting from bits and pieces, will our work be more exciting.

At work, I see all kinds of customers coming in and out every day, serving them and solving various problems. Sometimes work is very tiring, but I feel very fulfilled and happy. Due to the nature of my work, I have not been able to spend time with my family during the holidays for many years, but this kind of dedication will also bring a special kind of warmth to the guests who are also working outside and unable to go home. I am very fortunate to be able to bring happiness to others, and I am also very fortunate that my job gives me such an opportunity. I love my job and am proud of the work I do!

The above is what I think about this A summary of the work over the past year. Of course, I also have many shortcomings in my work, such as the lack of methods and methods when communicating with other departments. Although this can quickly respond to the relevant departments, it will cause other colleagues or leaders to Misunderstanding is not conducive to unity. In the future work, I will pay special attention to this and correct it, achieve good communication with various departments, and better serve Keyuan together.

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