Summary and selection of hotel reception work at the front desk

The hotel front desk is responsible for the daily management of the front desk reception team. The following are three articles "Summary of Reception at Hotel Front Desk" carefully arranged by me for your reading! I hope I can help you! Stay tuned for more exciting content!

The summary and selection of hotel reception work ended in a blink of an eye. I have changed a lot and learned a lot in the past two months. When I first entered the society, I encountered many problems and needed to learn interpersonal skills.

After being introduced by a friend, I came to work in XX Express Hotel as scheduled. With enthusiasm for my first job, I took the first job in my life-reception at the front desk. XX Express Hotel has 145 rooms. Compared with XX, the number of rooms is not bad. For every hotel, the front hall is the core of the whole hotel and should also be the face of the hotel. Therefore, the requirements for staff are relatively high. Especially in front desk reception, image is one aspect, and personal quality is also very important. Personal qualities include language ability, adaptability to people and things, and attitude towards dealing with emergencies. 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, 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. The front desk staff also cooperate and unite because of the cooperation of the floor staff, which is beneficial to the interests of the hotel.

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

4. language. It is forbidden to use local dialects in the usual guest service at the front desk. Why? 1 is disrespectful to the guests. 2. It lowers personal quality and brings bad influence to the hotel. Therefore, it is a basic requirement to use Putonghua at all times.

5. Collect and master relevant local scenic spots and latest information. Most of the guests who come to stay in the hotel come from various cities and abroad, which requires us not only to have a certain grasp of XX tourist attractions, but also to have a comprehensive understanding of more scenic spots in XX province and even some customs and habits of various countries and nationalities. These are the prerequisites for us to serve our guests better.

Reception at the front desk is a very simple job, but there are still many things 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 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, I always remind myself to be honest with others, and everyone will be honest with you. I like the feeling of being busy, which can enrich my life and reflect my life value.

Summary and Selection of Hotel Reception 2 The past 20xx years have been full, busy and happy. On the arrival of this new year, looking back, in almost five months after I came to our X hotel, as a new employee, with the care and help of our front office leaders and colleagues, I have never known anything about the reception work at the front desk of the hotel, and now I have been able to work independently. 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 and Selection of Reception Work at Hotel Front Desk When I first arrived at the hotel, I was very happy. It was the first time that I really stepped into social work, and I felt fresh and curious about everything. But when I officially took up my job, I found that this job was very hard, but it also benefited people a lot.

As the facade of the hotel, the front desk is the first department to influence guests and provide services. The efficiency and profit creation of a hotel basically start from here. So generally speaking, hotels have higher requirements for the front desk, and usually require English to pass Grade 3.

The work of the front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, it also includes answering questions for guests, helping them to handle service requirements, telephone transfer, taxi outbound service and air ticket booking business. In addition, the front desk is the direct contact department of the guests, so many requests of the guests will not be directly put forward to the floor attendant, but the first department they contact-the front desk, so the front desk will also work as the coordination center of the whole hotel. The requirements of the guests are basically the same. The lack of a hair dryer, a towel and a clothes hanger is usually trivial, but some guests will make trouble without reason. For example, when booking air tickets, the guest himself said that he would book three air tickets to Beijing, and the guest signed for confirmation. However, when our front desk staff booked tickets for the guests, the guests refused to admit that they had booked three tickets and asked us to refund the extra tickets. Although it was not our fault, the hall manager asked us to admit our mistake and refund the ticket because he had his own signature confirmation form. I was very angry at that time, but as the saying goes, "the customer is God" and "the guest is always right" are well-known management maxims in the hotel industry, and I deeply realized them.

At the front desk of the hotel, the work is divided into three shifts: morning shift, middle shift and all-night shift, and it is rotated once a week. There are two people in the all-night class, three in the morning class and three in the middle class. One of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is relatively loose, and one cashier can be assigned, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. most

What's important is that this way of working can quickly let newcomers gain experience, get guidance from class colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.

Practice is a good platform for us to have a new understanding and familiarity with society. Only when we have experienced it in reality can we understand that this society is so complicated that it is far from what we imagined. During my internship in a hotel, I found my thoughts and opinions so naive for a while, but then I slowly let them go. In college, we are just a blank sheet of paper. Only through internship can we experience society and life. In this humble position at the front desk, I can feel the human feelings in society. I have accumulated a little social experience, learned the way of life and understood the complexity of interpersonal relationships, which is the most precious part of the whole internship process. During the whole internship, I not only saw my good side, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to things I had never paid attention to.

Obviously, the workload at the front desk is very heavy. Moreover, when the hotel receives important guests, it is generally the manager who will make thousands of instructions or even handle them personally, and there is no negligence at all. I have to say, patience and carefulness are the things that every hotel employee must have. Although the work in the hotel is the same, it is repeated every day, but most of the guests received are from all over the country for sightseeing, so they can feel that different regions have different cultural atmosphere. Of course, most people who come to Lin 'an are domestic tourists, and there are few exotic feelings. Perhaps, in the eyes of outsiders, the work at the front desk is very simple. In fact, the procedures of this work are complicated and numerous, and it takes three months to talk long and short. When you make a mistake, try your best to make up for it, instead of running away. What I want to say is that the salary of the hotel front desk is generally the basic salary plus commission. That is to say, there are many guests and the salary is high. This is the motivation to encourage everyone to work hard and work overtime. As a newcomer, mistakes will inevitably occur in the work. Fortunately, the manager and colleagues didn't blame me very much, but gave me comfort and encouragement, which made me very moved. It is not easy to meet such an enlightened boss and colleagues. I am grateful to an elderly colleague for telling me that no matter what the environment, I should remember it.

Live at three points: one is diligence, the other is patience, and the third is not ashamed to ask questions. I will always remember it in my heart.

The internship is over now. This is an unforgettable day, full of joy, sweat and bitterness. It's hard to make it clear in a few words. These three months are short, but the process is long. I want to sum up, strengthen my own shortcomings, reorganize my confidence and welcome a new beginning. Through this internship, I really learned a lot of practical things that I can't learn in class.

In the next two years, I will continue to study at school, because the next stage of study is also related to this internship, so it will also lay a certain foundation for future study. Finally, I would like to thank all my colleagues and managers in the hotel for their concern and care during my two-month internship. I have learned a lot from you. I hope the hotel will get better and better!

The work at the front desk gave me many opportunities to get in touch with the masses. In the conversation with them, I learned a lot about reality and what I should do well. This is how we have come, and this is also the result of our continuous progress. No one can tell what my future job will be like, but I know that as long as I work hard, I will definitely get what I want!