Annual work summary, hotel front desk supervisor, model work plan.

Unconsciously, 20 19 will pass, and this year has been full, busy, happy and growing. So how to write the annual work summary, the hotel front desk supervisor and the work plan? The following is the annual work summary model, the hotel front desk supervisor, and the work plan I brought you. I hope you like it!

Annual work summary, hotel front desk supervisor and sample work plan (1)

In 20xx years, under the correct leadership of the central leadership, with the strong support and cooperation of various departments and the joint efforts of departmental employees, the hotel front desk focused on sales management, paid attention to internal management, reduced costs, strengthened business training, and cared about employees' lives, which achieved the annual business objectives and achieved remarkable results. The main work of 20xx is summarized as follows.

I. Operating conditions

The planned task of the whole year is xx million yuan, and the actual completion is xx million yuan, which exceeds xx million yuan (including the income of a single shop is xx million yuan and the average house price is xx yuan/room), accounting for xx% of the room income, accounting for xx% of the planned completion, and the income has increased by xx million yuan compared with the same period.

Second, the main work

1. Strengthen business training and improve the quality of employees.

In the past year, we mainly focused on service skills, carried out training in strict accordance with the training plan, assessed employees in stages, and strengthened on-the-job practical training to make employees apply what they have learned. Strengthen business training, take each batch of reception tasks seriously, and formulate detailed training plans and reception plans according to different stages and teams. In the event of a large reception task, we only give the reception staff a running-in period of 5 minutes, including the whole effective registration process and the cooperation between the conference group and the conference center, which require good business and communication skills and normal and strict training. All the staff in the front office know that only by constantly enriching themselves can all the reception tasks be completed in a down-to-earth manner. In the case of limited personnel, we require managers to personally guide the work, find problems, feedback information, negotiate and adjust in time, and achieve the best service standards.

2. Strengthen the construction of staff and do a good job in service guarantee.

In the past year, we have always given priority to reservation and reception services. Through reasonable arrangement of rooms, improvement of occupancy rate and warm and satisfactory service, every guest in the hotel will be retained. Through the collective efforts of the front office staff in, we successfully received xx large, medium and small meetings. Xxx times, VIPxx times, * * * reception number xx times. Such as xx meeting, xx meeting and xx meeting, when receiving these large-scale meetings, due to the large number of participants, the check-out time is not uniform, which puts higher demands on our reception work. We often work overtime. When receiving the xx meeting, because the reception standard of xx is very high, I dare not neglect every reception and often work overtime. Without a single complaint, we still devoted ourselves enthusiastically to our work.

3. Effectively carry out X quality service activities.

The X-th quality service activity officially kicked off on X, X, and our department actively organized employees to learn and understand the spirit, and conducted a series of professional skills training for employees, which greatly improved their service awareness and skills. At the same time, a series of workflow and work standards have been formulated and reported, which makes the front desk service smoother and clearer, and the service more refined and standardized. On-the-job training competition among employees has greatly improved the service level of employees. The front desk staff enthusiastically signed up for the X workers' party organized by the center to show their skills. Through this high-quality service activity, a competitive situation has gradually formed among employees, which has greatly improved the enthusiasm of employees.

4. Care about employees' life and create a relaxed and happy working atmosphere.

The front desk work is complex, involving a wide range, and the staff is under great pressure. In view of this feature, the front desk has always stressed the need to care about the lives of employees and can effectively solve difficulties for employees, whether from department managers or supervisors. On holidays, managers will take the initiative to remind them to call home to greet their parents, send them fruit when they are sick, help them when they encounter difficulties in life, and let them feel the warmth of collective mutual help and love. In order to alleviate the pressure brought by work and enhance cohesion, departments often talk to them and encourage them to meet new jobs in a better working condition. At the same time, we ask managers to play an exemplary role in business ability and dealing with people. When encountering difficulties, we must rush to the front line together with the service personnel to motivate employees, reduce their work pressure, cultivate a good atmosphere for Qi Xin, the manager, to make employees fully trust the department, so as to maintain a stable and healthy mentality and ensure the quality of customer service.

Third, shortcomings in the work.

1, the training effect is not good

After training employees, employees have a deeper understanding of the training content. However, due to the lack of a unified supervision mechanism, training is a blank sheet of paper. Although everyone understands and understands, what is done in the actual work is not appropriate, which also affects the quality of service.

2. Service quality and service level need to be improved.

The frequent flow of front desk personnel greatly affects the quality of service. New employees have to go through a three-month probation period to fully master the work of this position. However, some employees leave their jobs as soon as they master their jobs, which leads to the loss of personnel, gfd, manners and etiquette, and insufficient supervision of daily work, resulting in three days of fishing and two days of drying the net. We should strengthen inspection in our daily work.

Fourth, the work plan for next year

1, pay attention to customer needs, actively and truly reflect customer needs to superior leaders, and provide basis for leaders to adjust their strategic thinking;

2, continue to strengthen training, improve the overall quality of employees, improve service quality;

3. Really care about employees, stabilize the workforce and reduce employee mobility;

4. Pay attention to the service details of employees, and start with the details to provide customers with satisfactory and thoughtful services;

5. Improve the workflow and work standards of each post, implement quality service activities, and realize quality standardization, standardization and service refinement;

Although some achievements have been made in the work of 20xx, we will not be proud, lax or negligent, and next year's work will be even more arduous. We will carry forward our achievements, devote ourselves to our work with more enthusiasm, and strive to complete various tasks throughout the year. We believe that under the correct leadership of leaders at all levels and the joint efforts of all staff, the hotel's tomorrow will be even more brilliant.

Annual Work Summary, Hotel Front Desk Supervisor and Model Work Plan (2)

Unconsciously, 20xx years passed quickly, and this year I lived a full, busy, happy and growing year. At the end of the year and the beginning of the year, review the past and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders and with the friendly cooperation of colleagues, I have made great progress in my work and study.

The front desk is the window of the hotel, the image of the company, the starting point of service, the first step for customers to contact our hotel and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. Starting from welcoming guests at the front desk, a good beginning is half the battle. So I must do my work carefully.

First of all, smile and be full of energy

We should keep our best image, greet our guests with our best side, and let every guest experience our sincerity and enthusiasm when entering the hotel. Strive to improve the quality of service. Answer every call carefully and make every record. Always pay attention to maintain a good service attitude, warm reception, and skillfully answer every question raised by customers. Smiling, patient and meticulous, warm tips.

Second, pay attention to the habits and preferences of guests.

When guests enter the hotel, we should take the initiative to say hello. When addressing a guest, if you are a regular customer, it is very important to say the guest's name accurately, so the guest will feel respected and valued. If you are a foreign guest, you can explain the local customs to them, introduce them to the locations of stations, shopping malls and scenic spots, and go through the formalities quickly. When the guests go through the formalities, we can pay more attention to the guests and ask them. We also need to collect their living habits, personal preferences and other information to try to satisfy our guests. When they check out, they need a few minutes to inspect the room. Don't let the guests stand, please sit down and wait.

Third, pay attention to etiquette.

When talking with guests, you should keep eye contact with them every once in a while. Smile in front of guests, especially when they criticize us or explain problems. Don't argue with the guests, even if they are wrong, give them the right one. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, say hello when guests come, send a message when they leave, and apologize when they cause trouble. Try to solve the problem for the guests in time, and be anxious for the guests. In my opinion, only by paying attention to details, starting from small things and starting from bit by bit, will our work be even better.

Fourth, focus on the overall situation, regardless of personal gains and losses.

Whether during working hours or during rest time, if the company has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of xx Hotel, I will dedicate my strength to serve the company. At ordinary times, I actively participate in the activities organized by the company, obey the arrangement of superior leaders, and strengthen the feelings between colleagues and the communication between departments.

Verb (abbreviation of verb) communication and cooperation between departments

Front desk, guest room and logistics are like a chain, and the work of each department is very important. Therefore, in the future work, we should strengthen cooperation with other departments, so that we can work more happily, work more efficiently and gain greater benefits. The front desk work is trivial, but we can do everything well as long as we are serious. Therefore, I will do everything more seriously and carefully. I feel very happy to see all kinds of guests coming in and out every day, and to provide them with different services and solve all kinds of problems.

Thanks to the manager for giving me a job opportunity and the company for giving me a platform to exercise myself. I'm very happy that I can take the post of front desk. I'm extremely proud of my work. I really love my post, and I hope I can become more mature and calm when I encounter problems in my future work. In the future, I will learn more telephone skills and etiquette to adapt to the rapid development of the company, make personal work plans, and learn more about the basic situation and business content of the company. In order to continue to lay a solid foundation for better work in the future, we will also strive to create our own glory here!

Annual Work Summary, Hotel Front Desk Supervisor and Model Work Plan (3)

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. Recognizing its importance, we must do our work well. Therefore, in the past year, I have been strictly abiding by the hotel regulations.

First, like all other service industries.

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

Second, pay attention to the image

The front desk is the first impression of the hotel and the facade of the hotel. Therefore, our front desk staff must require light makeup, work clothes and a good mental outlook, so as to maintain the image of the hotel and let guests know and see our mental outlook of xx. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.

Third, the front desk business knowledge training

Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!

Fourth, the front desk English

It is a basic requirement for every receptionist to have a certain ability of English at the front desk, so as to better serve foreign guests. As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before. Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment.

Through such training, I understand a truth, you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!

Annual Work Summary and Model Work Plan of the Head of Hotel Front Desk (4)

As a front desk supervisor, one year's work was smooth and difficult, but I finally got through it. There are also many experiences worth summing up this year. Now I will sum up some of my work.

First, the understanding of the importance of the front desk work

Although the contribution of front desk work to hotel development is not as big and direct as that of hotel business, marketing, finance and other departments, since the hotel has set up this position, the leaders definitely think it is necessary to exist. Through thinking, I think that 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. Front desk work should be "the starting point of hotel image and service". Because for customers, the front desk is the first step for them to contact the hotel, and it is also the first impression of the hotel. The first impression 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 customers begins with welcoming guests at the front desk, and a good beginning is half the battle. With the understanding of its importance, I further think about how to do my work well.

Second, strive to improve service quality.

The main job of the front desk is to welcome guests and answer questions for customers, including transferring calls and sending and receiving express mail. Therefore, to do this job well, the most important thing is service attitude and service efficiency. -Then you can talk about how you pay attention to maintaining a good service attitude, such as smiling, patience and meticulous, warm tips and so on. In terms of improving efficiency, I talk about how to pay attention to speed, efficiency and error-free. According to the requirements of the first inquiry responsibility system, try to satisfy every customer.

Third, strengthen the study of etiquette knowledge.

It is not enough to have a good sense of service, but also to learn relevant professional knowledge to avoid doing bad things with good intentions. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc.

Fourth, strengthen communication with hotel departments.

Knowing the development of the hotel and the work content of each department, with these knowledge reserves, on the one hand, you can answer customers' questions in time and transfer calls accurately. If you know that there is no one in a certain department, you will remind the caller, briefly explain when there may be someone, or briefly answer the customer's questions within your power, and seize the appropriate opportunity to promote the hotel. Do a good job as a bridge between hotel departments and customers.

Five, strive to create a good front desk environment

To maintain a good hotel facade image, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.

Annual Work Summary, Hotel Front Desk Supervisor and Model Work Plan (5)

This year, in the case of constant changes in personnel, all the staff in the front office can still overcome difficulties, forge ahead in unity and successfully complete the reception tasks assigned by the hotel. Throughout the year, * * * received X VIP groups and held numerous meetings, which were well received by the guests in the whole reception process. In the past year, the front office has done the following work:

First, strengthen business training and improve the quality of employees.

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 our focus. This year, we have made detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in July this year, all the staff in the front office conducted a one-month foreign language training, which laid a certain foundation for this year's star rating. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.

Second, instill in employees the awareness of "increasing revenue and reducing expenditure" and control costs.

"Open source and reduce expenditure, open source and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the hotel's call to carry out cost-saving activities and control costs. In order to save money, the front office bought plastic baskets to hold the team's keys, which reduced the use of key bags and room cards and saved the hotel's money (in the past, both teams and individuals had to fill in a room card and use a key bag, which greatly saved money. The room card is RMB X/piece, and the key bag is RMB X/piece. There are more than xxx team rooms every day, which saves a lot of money in one year. The business center uses overdue reports to print draft paper; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.

Third, strengthen employees' sales awareness and skills, and 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 promotion activities, such as fan room, bonus card, vouchers, thousand yuan card and other promotional activities. While giving preferential policies to the hotel, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same 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 must try our best to keep them."

Fourth, 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.

Five, strengthen the management of all kinds of statements and customs declaration data.

According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Comparing the room income of 20xx and 20xx, the housing rate increased by x%, but the income decreased by x yuan. The main reason is that the vicious competition between hotels leads to the decline of average house price, the increase of occupancy rate and the decrease of income.

The achievements are gratifying, but we also deeply realize and realize the shortcomings:

1, the service lacks flexibility and initiative;

2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;

3. Some new employees are not skilled in their work;

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