Summary of Five Selected Works of Hotel Front Office in 2022

1.2022 summary of hotel front office work

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. 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!

2.2022 Hotel Front Office Work Summary

A year is fleeting, and 20xx years have passed in an instant. Looking back on the past year, my past was really tortuous. I am proud to be praised by the leader, but I am also complained by customers because of poor service. In this year, I have grown up and made mistakes, but on the whole, I have gained a lot in this year.

In order to know myself better and work harder, I want to sum up the harvest of this year! Fully understand yourself and confirm the way you want to go in the future. My work in 20xx is summarized as follows:

I. Work aspects

In this year's work, as the front desk and customer service of the hotel, I was responsible for the reception of the front desk of the hotel. At the same time, it is also one of our responsibilities to solve problems for customers who call. At work, I am strict with myself, do things in strict accordance with hotel regulations, be responsible for customers, and be diligent in etiquette. When customers have requirements, we try our best to satisfy them and provide quality service. But also, according to the hotel regulations, we will never say anything to our customers that we can't promise. When they ask, we will politely refuse. Providing quality service and sticking to the bottom line are my basic conditions in my work.

Second, personally.

In order to improve myself better, I am constantly improving myself. In the one-year personal promotion, first of all, standardize yourself in reception etiquette, strictly follow the requirements of the hotel, and actively practice in your spare time. _ months later, I also actively participated in the hotel etiquette training, and won the appreciation of the leaders with excellent results.

In the work of customer service, I summarized the list of customers' problems. As much as possible, I went to the liquor store to find out what I didn't know or didn't know, so as to solve problems for customers more conveniently. At the same time, I also actively learn the telephone language and skillfully use the common skills of telephone communication to leave a better impression on customers.

Third, shortcomings

This year, the problems actually focused on the front, and I also made many improvements in the follow-up work. But after careful calculation, there are still many shortcomings, especially in patience! When you are particularly busy, you may be impatient with customers or even perfunctory! It is because of this problem that I was complained by customers and the hotel was affected. It also left a bad impression on the leaders.

In that question, I thoroughly reflected on myself. As a service person, I should put the customer first. It is obviously absolutely unacceptable for me to ignore the customer like this! In the future work, I am constantly improving myself, hoping to get rid of this idea as soon as possible.

Fourth, summary.

The year's work is over, but the new year is not far away. Summing up my work this year, I found that I actually had too many shortcomings. As a server, this attitude is wrong. In the next year, I will work harder to be myself and do my job well.

3.2022 Hotel Front Office Work Summary

On July 2, 20xx1,I officially joined Hanxin International Hotel, which coincided with the "100 days" activity of the group company. The work of my front office is summarized as follows:

1. The organization chart of the front hall has been drawn up.

2. Make clear the organizational form, terms of reference and work content of the front desk.

3. The responsibilities of the front office staff are defined, including the positions of front office manager, assistant manager, receptionist, reservation clerk, switchboard supervisor, switchboard operator, business center clerk and doorman.

4. Work out the workflow of each position, and work out the shift time of 24-hour positions and the workflow of morning, middle and evening shifts, including the assistant manager in the lobby, the receptionist at the front desk, the clerk in the reservation department, the telephone switchboard, the clerk in the business center and the doorman.

5. Formulate front office management norms, including front office business scheduling, front office psychological service, front office sales information, front office staff reception service and other management norms.

6. Formulate the front office service quality standards, including reception service standards, inquiry service standards and telephone switchboard service standards.

7, formulate the front office management system and rules and regulations, including department meeting system, daily and weekly meetings, department staff attendance system.

8. With the cooperation of the finance department, the operating procedures for the use of front-end invoices are formulated.

9. Draw up the management system of the front hall card, the procedures and precautions for opening the door on behalf of customers.

Of course, due to the short working hours, there are still many things that need to be enriched, which will also be the next work plan of the front office staff. First of all, continue to improve the appendix of the front office operation manual, think at any time, and supplement the working procedures or specifications that are not written into the manual in time to make the front office operation manual more practical. Secondly, always pay attention to the hotel design process, memorize the completed part, and put forward reasonable suggestions for the revised part in time. Thirdly, according to the training plan of the front office, the details of each part of the training are sorted and recorded.

Although the activity of "100 days" is over, the work is not over. We still have to continue the enthusiasm of "100 days" and continue to work hard!

4.2022 Hotel Front Office Work Summary

This year, with the constant flow of people, 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 VIP groups and held numerous meetings, which were well received by guests throughout the 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 call of the hotel, carried out activities of saving money and reducing expenses, and controlled 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/piece, and the key bag is RMB/piece. The team has one more room 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. Compared with the room income of 20xx and 20xx, the occupancy rate has increased by%, but the income has decreased by USD, mainly due to the vicious competition between hotels, which leads to the decrease 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 leads to poor lines, which often causes complaints from guests.

Some new employees are not skilled in their work.

5.2022 Hotel Front Office Work Summary

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 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 to wait a few minutes to make rounds. Don't let the guests stand at this time, 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 the 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!