Summary of reception work at hotel front desk

Summary of Hotel Reception 1 The past 20xx years have been full, busy and happy. On the occasion of this new year, looking back on this road, as a new intern, with the care and help of our front office leaders and colleagues, I have been on duty independently in our X Hotel for almost five months. 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 reception work at hotel front desk. Every employee working in a hotel has to face the guests directly, so the working attitude and service quality of our employees reflect the service level and governance level of a hotel. The cashier is the core part of this hotel. I know that my responsibility is great and my negligence will bring economic losses to the hotel. Therefore, in my work, I do every job conscientiously and responsibly, and actively learn more professional knowledge from other colleagues to strengthen my professional level. Only in this way can we make further progress in our business knowledge and service skills, and we can better provide quality services to our guests and make them overjoyed.

There is a saying that is very good! Elimination is really not because you are incompetent, but whether you care about your job. Yes, it's not that you are not qualified for this job, but that you don't like it, so you can't do it well. Everyone is really dissatisfied with their present situation, but why are some of these humble jobs successful, while others are getting worse every day, and the final result is to be eliminated. It's very simple, that is, different attitudes towards work.

In the process of communicating with guests, we should pay attention to etiquette and politeness. It's impolite to stare at a guest all the time when talking with him. We should keep eye contact with our guests from time to 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. Smile when facing the guests, especially when the guests criticize us, we must keep smiling. No matter how angry the guests are, our smiling faces will "put out the fire" for the guests, and many problems will be solved. 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 we make our work better.

Hotels are like a big family, unpleasant little things will inevitably happen at work, so in daily work and life, I always pay attention to my words and deeds, take the initiative to deal with colleagues, respect others' and win respect for myself. Everything goes well at home. Only in this way can our hotel make great progress.

In these days, I have grown a lot and learned a lot, but I have also deeply realized and realized the shortcomings.

1, the service lacks flexibility and initiative, and is afraid of doing something wrong.

2. In case of unexpected events, I lack good psychological quality and can't handle things calmly.

The new year is about to begin, and I will be down-to-earth and do things seriously under the leadership of hotel leaders. Actively cooperate with the foreman, supervisor and leader to complete all the work, strive to improve their comprehensive quality, improve service quality, correct those deficiencies, strive for better development on this excellent platform of the group, and contribute their own modest contribution to the prosperity of the hotel.

Summary of reception work at hotel front desk. The eight-month internship period ended in an instant. These eight months have changed me a lot and taught me a lot. When I first entered the society, I encountered many problems and needed to learn interpersonal skills. Next, I will report the harvest and feelings of the eight-month internship to the party organization.

After contact with the university, I came to Dalian Seaview Hotel for eight months as scheduled. With enthusiasm for my first job, I took the first job in my life-reception at the front desk. Dalian Seaview Hotel has 123 rooms, which is the least among other five-star hotels in Dalian, but its rooms are mainly famous for their large area and panoramic sea view. The front hall should be the core department of the whole hotel and the face of the hotel. Therefore, the requirements for staff, especially the front desk reception, are relatively high. Image is important, but personal qualities are also important. Personal qualities include language ability, adaptability to people and things, and attitude towards dealing with emergencies. The lobby is the information center of the whole hotel. Most guests get hotel information from here, so the staff must have a good understanding of hotel information, and the service of the front desk staff is directly related to the promotion of hotel-related products. To sum up, you can use the following five items to elaborate:

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

2. What the hotel needs to know. Front office staff must be familiar with the situation of all parts of the hotel, and at the same time have a detailed understanding of the new marketing plans and characteristics of each department.

3, the front desk business knowledge training. Mainly the daily work flow, the daily work at the front desk is very complicated, which can be roughly divided into three aspects, that is, guests should check in; A series of services provided by guests during their stay in the hotel include luggage storage, inquiry, foreign currency exchange and other services; Finally, check out the bill for the guests and communicate with them to give feedback on the hotel service.

4. language. In the front desk service, the use of Mandarin at any time is the basic requirement, followed by the study of hotel English. Usually, the English we learn is popular English. If you want to serve the guests better in this position, you must learn hotel English scientifically and master the skills in practice.

5. Collect and master relevant local scenic spots and latest information. Most of the guests who come to stay in the hotel come from all over the world, which requires us not only to have a certain grasp of various local food, entertainment and tourist attractions in Dalian, but also to have a comprehensive understanding of some customs and habits of all countries and nationalities in the world, which is the premise 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. After eight months of internship, I feel more and more lack of knowledge. I have always regarded scientific theoretical knowledge as the main learning content in school, but what we can use when we step into society is the comprehensive knowledge we have learned and accumulated in our spare time in daily life, although we are about to graduate. However, learning is a lifetime. If you find your own shortcomings in your work and life, you should immediately make use of your learning ability to make up for it. Only in this way can you keep improving and perfecting. On the other hand, it is interpersonal relationship. The feelings between students in school are sincere, and there are not many interests. However, when entering the society, everything you say and do needs to be considered repeatedly. Of course, always be honest with others, and others will be honest with you. During my internship, I always told myself that as a party member, I should always adhere to the spirit of serving the people, do what I can without asking for anything in return, make my day wonderful and enjoy the feeling of being busy, so as to enrich my life and reflect my life value. After leaving school, I will always alert myself and spur myself with the standard and identity of party member.

Summary of reception work at hotel front desk. In a blink of an eye, the eight-month internship ended. These eight months have changed me a lot and taught me a lot. What you need to learn from the problems you encounter when you first enter the society is interpersonal skills. Next, I will report the harvest and feelings of the eight-month internship to the party organization.

After contact with the university, I came to Dalian Seaview Hotel for eight months as scheduled. With enthusiasm for my first job, I took the first job in my life-reception at the front desk. Dalian Seaview Hotel has 123 rooms, which is the least among other five-star hotels in Dalian, but its rooms are mainly famous for their large area and panoramic views. The front hall should be the core department of the whole hotel and the face of the hotel. Therefore, the requirements for staff, especially the front desk reception, are relatively high. Image is important, but personal qualities are also important. Personal qualities include language ability, adaptability to people and things, and attitude towards dealing with emergencies. The lobby is the information center of the whole hotel. Most guests get hotel information from here, so the staff must have a good understanding of hotel information, and the service of the front desk staff is directly related to the promotion of hotel-related products. To sum up, you can use the following five items to elaborate.

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

2. What the hotel needs to know. Front office staff must be familiar with the situation of all parts of the hotel, and at the same time have a detailed understanding of the new marketing plans and characteristics of each department.

3, the front desk business knowledge training. Mainly the daily work flow, the daily work at the front desk is very complicated, which can be roughly divided into three aspects, that is, guests should check in; ; A series of services provided by guests during their stay in the hotel include luggage storage, inquiry, foreign currency exchange and other services; Finally, check out the bill for the guests and communicate with them to give feedback on the hotel service.

4. language. In the front desk service, the use of Mandarin at any time is the basic requirement, followed by the study of hotel English. Usually, the English we learn is popular English. In order to better serve the guests in this position, we must learn hotel English scientifically and master the skills in practice.

5. Collect and master relevant local scenic spots and latest information. Most of the guests who come to stay in the hotel come from all over the world, which requires us not only to have a certain grasp of various local food, entertainment and tourist attractions in Dalian, but also to have a comprehensive understanding of some customs and habits of all countries and nationalities in the world, which is the premise 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. After eight months of internship, I feel more and more lack of knowledge. I have always regarded scientific theoretical knowledge as the main learning content in school, but what we can use when we step into society is the comprehensive knowledge we have learned and accumulated in our spare time in daily life, although we are about to graduate. However, learning is a lifetime. If you find your own shortcomings in your work and life, you should immediately make use of your learning ability to make up for it. Only in this way can you keep improving and perfecting. On the other hand, it is interpersonal relationship. The feelings between students in school are sincere, and there are not many interests. However, when entering the society, everything you say and do needs to be considered repeatedly.

Of course, always be honest with others, and others will be honest with you. During my internship, I always told myself that as a party member, I should always adhere to the spirit of serving the people, do what I can without asking for anything in return, make my day wonderful and enjoy the feeling of being busy, so as to enrich my life and reflect my life value. After leaving school, I will always alert myself and spur myself with the standard and identity of party member.

Summary of reception work at hotel front desk. After graduating from school, I came to work in Haixi Hotel overseas. From the room attendant to the front desk attendant, I learned a lot of knowledge that is not available in books. The following is a summary of my work in the first half of 20xx:

As the window of the hotel, the front desk is the first impression the hotel gives the guests. First of all, we should keep our best 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 when entering the hotel.

Secondly, pay attention to the preferences of guests. When guests enter the hotel, we should take the initiative to say hello. When addressing guests, if they are regular customers, it is very important to say their names and positions accurately, so that guests will feel respected and valued. We also need to collect information such as guests' living habits and personal preferences, and try our best to satisfy the guests so that they can feel unexpected surprises every time they stay in the hotel.

Third, provide personalized services. When the guests go through the formalities, we can pay more attention to the guests and ask more questions. If we are foreign guests, we 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 go through the formalities quickly. When guests check out, they need to wait for a few minutes for room inspection. At this time, don't let the guests stand, ask them to sit down and wait, and ask them how they are staying or what they think of the hotel, so as not to make them feel. Further communication can make guests feel warmer and eliminate all kinds of unpleasantness encountered by guests in the hotel.

Finally, smile service. In the process of communicating with guests, we should pay attention to etiquette and politeness. It's impolite to stare at a guest all the time when talking with him. We should keep eye contact with our guests from time to 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. Smile when facing guests, especially when guests criticize us. 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. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, you should have some patience to explain to him. 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 bit by bit, will our work be even better.

At work, we will see all kinds of guests coming in and out every day, providing them with different services and solving all kinds of problems. Sometimes work is really tiring, but I feel full and happy. I'm glad that I can be a receptionist. I'm proud of my work. I sincerely love my post. In the future work, I will be a good person and try my best to create my own glory here!

The summary of the reception work at the front desk of the hotel stopped for half a month in a blink of an eye, which changed me a lot and learned a lot. When I first entered the society, I encountered many problems and needed to learn interpersonal skills.

I come to work in Fiona Fang Express Hotel regularly after being introduced by my friends. With enthusiasm for my first job, I took the first job in my life-reception at the front desk. 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. So it should be compared with the requirements of the staff. Especially the front desk reception, the image is on the one hand, and the personal quality is also very tense. Personal qualities include language ability, adaptability to people and things, and attitude towards handling and punishing unexpected accidents. It is the information center of the whole hotel, and most guests get hotel information from here, 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, how to provide service to the guests, and the language of the guests in the process.

2. The front desk staff also make it beneficial to the interests of the hotel because of the mutual cooperation of the floor staff.

3, the front desk business knowledge training. Mainly the daily workflow, the daily work of the front desk is very complicated, which can be roughly divided into three aspects: solving the check-in registration for the guests boarding the plane, providing a series of services for the guests during their stay in the hotel, including luggage storage and inquiry, and finally solving the check-in information for the guests and communicating with them.

4. language. Why don't you use the local dialect when dealing with guests at the front desk?

(1) disrespectful to guests.

② The personal quality is low and the hotel has a bad influence, so it is a basic requirement to use Mandarin at all times.

5. Handle the collection and control of local related scenic spots and the 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 an inevitable control over 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 prerequisites for us to serve our guests better.

The concept of reception at the front desk is a simple job, but there are still many necessary documents to learn. I will try my best to do my job well. Only in this way can I constantly improve and perfect myself. On the other hand, it is interpersonal relationship. The affection between the students at school is sincere, and there is not much interest relationship. However, when you enter the society, you must think twice about everything you say and do. 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, so that the ability to live and pay can be reflected.