Summary of personal work of hotel lobby manager

Hotel lobby manager's personal work summary is cold notice, spring breeze returns! In a blink of an eye, 20xx years have passed, and looking back on 20xx years makes people feel deeply moved. * * * * Hotel has gone through an extraordinary year, and I have the honor to experience the whole process of hotel preparation, opening and promotion. First of all, I am very grateful to * * for giving me the opportunity to work in the hotel, and thank * * for giving me great support and encouragement in my work. Secondly, thank * * * for giving me such a platform to show myself and giving me the opportunity to participate in it and grow together with the hotel. Next, I will report my work and 20xx plan to the leader. Main work contents in 20xx:

(a) to participate in the preparation and opening of the hotel

20xx65438+1October 16, we ushered in the opening of the hotel in the snow, and the cold could not stop the passion of a group of young people. Our employees are not afraid of being dirty and tired, cleaning, moving furniture and taking out the garbage, and working overtime every day to complete all the preparations before the hotel opens, which laid the foundation for the hotel to open as scheduled. * * * and * * are leading employees to fight in the front line. Before August 23rd, 20xx, I was responsible for all the work of the guest room, mainly following up the land reclamation work of Building 1 and Building 2, the provision of guest room supplies, staff training, and the establishment of various operating rules and regulations. It is particularly important to lead all the staff in the housekeeping department to gradually adapt to the management and operation of the hotel under the high standard system.

(two) to participate in the hotel star work.

* * * * * The store applied to the higher authorities for five-star service less than two months after its opening. With the strong support and help of the superior departments, the hotel quickly set up a star declaration team with the general manager as the team leader, * * * as the deputy team leader, and the managers and supervisors of all departments as the team members, and quickly carried out various star declaration work. As the assistant manager of the housekeeping department, I was lucky enough to participate in it and was lucky enough to be sent to the * * * hotel to study. After coming back from study, the room attendants will be trained according to the Star Rating and Visiting Standard, and the room items will be adjusted and supplemented according to the requirements of the five-star hotel items in the Five-star Hotel Evaluation Report. Under the leadership of * * * and * *, the hotel has set off a wave after wave of application for star rating. Together with Qixin Qi Xin, the hotel passed the examination of national star experts with high marks on February 28th, 20xx, becoming the first private five-star hotel in Kunshan.

(3) Enter a new field of work

On August 23rd, 20xx was transferred to the lobby as the manager of quality inspection department. For me, this is a brand-new field. With the constant support and help of hotel leaders and colleagues, I quickly entered the role and seriously carried out various tasks. Here, please allow me to thank them with applause from your! There are only three assistant managers in the quality inspection department in the lobby, and everyone has taken pains to complete various work plans and tasks, mainly in the following aspects:

1, carefully follow up and check all kinds of star reviews, which laid the foundation for the smooth passage of star reviews.

2. With fairness and justice as the guiding principle, the quality inspection has been strengthened, which has made outstanding contributions to meet the five-star evaluation and improve the overall service quality of the hotel.

3. The quality inspection method was adjusted. Hotel quality inspection has taken another step forward.

20xx years have passed, although we have made some achievements, there are still many shortcomings to be improved. We should not be satisfied with the status quo, but should constantly explore and innovate. I will now make the following plans for my work in 20xx years:

Increase staffing

At present, the assistant manager in the lobby works part-time in quality inspection, and the assistant manager in the lobby is very busy. If he continues to do quality inspection and assistant manager in the lobby, he will not be able to do well and will not give full play to the role of assistant manager and quality inspection. In order to improve the deputy manager and quality inspection, so that the deputy manager and quality inspection can play their respective roles, a strict division of labor must be carried out. Therefore, the application needs to increase the quality inspector to be responsible for quality inspection, the assistant manager in the lobby to do a good job in customer service, handle the relationship between guests, and coordinate the vertical communication between various departments of the hotel to make the hotel management smoother and more efficient.

(B) improve the hotel reward and punishment regulations

The existing reward and punishment regulations have certain limitations on the current quality inspection work. It is necessary to refine and standardize the reward and punishment regulations in order to standardize the various behaviors of employees and achieve the role of motivating employees.

(3) Work innovation

Innovation in lobby work ※

1. The assistant manager in the lobby has a strict division of labor, and the responsibility goes to the people to do everything well;

2. Make the daily inspection report of the assistant manager of the lobby to make the lobby work more clear;

3. The assistant manager of the lobby conducts spot checks on longhouse and Chinese and Western restaurants from time to time;

4. Visit long-term guests once a week on behalf of the general manager of the hotel; Record and analyze the information feedback from guests, and give it back to relevant departments in time;

5, the implementation of typical case notification system, to verify the typical cases, and make typical cases as staff training materials.

Innovation of quality inspection;

1. All punishments for employees should not be regarded as hotel income, but should be used as special funds to reward employees or organize extracurricular cultural and sports activities in the hotel to increase their sense of belonging.

2. Cultivate quality inspection cadres from inside the hotel and boldly reuse those young quality inspection cadres who are energetic, positive, open-minded and good at grasping and managing.

3. Improve working methods, communicate effectively in time, and treat employees' faults correctly. Under normal circumstances, everyone is self-motivated and unwilling to make mistakes, so when mistakes happen, the most sad thing is themselves, as a functional department, to provide correct help and guidance; Quality inspectors should communicate with employees in time after they make mistakes, so that employees can truly realize their mistakes.

4. Pay attention to the ceremony of motivation. Ritual is a dynamic culture. The hotel's incentive for employees should not only be strictly implemented in accordance with the hotel's relevant incentive system, but also in a certain form, and material and spiritual rewards should be determined for employees who have made meritorious deeds in the hotel.

5. Establish a sound analysis and reporting system. The quality inspection team conducts monthly summary statistics, classified analysis and quantitative explanation of quality problems, forms a quality analysis counter-report, and holds monthly quality analysis special meetings.

6. Do a good job in the daily inspection report of quality inspection to make the quality inspection work concise and clear.

7. Establish a quality document management system. The quality file is an important basic work for the hotel to improve its service and level, and the quality inspection manager is responsible for it. Departments and teams should establish and improve the file management system, and implement the system of special person in charge and regular inspection. The hotel will check the files of various departments from time to time.

8. Improve the working procedures of quality inspectors.

9, at least once a year, invite professionals to make unannounced visits to the hotel, and issue unannounced visit reports and scoring reports; Report the unannounced visit report to the general manager, hold a hotel service quality analysis meeting, and rectify the problems found in the unannounced visit item by item to improve the hotel service quality. 20xx We have made some achievements, but there are also many shortcomings. 20xx is a new starting point. I will work harder, do my job well, lead the management of the department to complete various plans and raise the work of this department to a new level. Finally, I wish Zuiguan Hotel great success in the future. I wish Yizui Group a prosperous business and abundant financial resources. I wish all my colleagues happy every minute, happy every day, happy every year and always healthy.

As a young employee of ICBC, I deeply realized the mission and responsibility of the lobby manager during my tenure as the lobby manager. The service of the lobby manager directly affects the bank's operating efficiency and external image. An excellent lobby manager has six functions: business guidance, service demonstration, emotional comfort, contradiction coordination, environmental cleanliness and safety supervision. As an important position, the lobby manager plays an irreplaceable role in customer service and product marketing. Young employees should keep learning, strive to improve themselves and enhance their business potential.

First of all, a correct grasp of the details of the work is the basic quality necessary for the lobby manager. Lobby managers need to study banking knowledge seriously, deepen their understanding of knowledge in practice and master banking business in an all-round way, so as to have enough foundation to bring services to customers. Ask customers who come to handle business seriously, understand the business they are doing, explain patiently and give detailed help.

Secondly, we should pay attention to the art of work while performing our duties. I think we should do the following in our work:

First, smile service.

The lobby manager should always keep an optimistic attitude, respond to customers with a smile, infect customers with a smile, narrow the distance with customers and retain customers. Clever use of "laughing" skills embodies the business philosophy of bank customer first and service first. Practice internal strength, let the warmth brought by smile fill the business hall and make customers feel at home. The lobby manager should improve his personal quality and appearance, at least dignified, elegant and generous. When customers enter the lobby of the bank, the lobby manager should greet them with a knowing smile, greet them warmly and politely, understand and understand their needs with a smile, answer their questions with a smile, try to satisfy them as much as possible, and make customers feel that it is very respected and welcome to come to the bank to handle business.

Second, be eloquent.

The lobby manager has to deal with customers directly and has strong potential to communicate with customers. We should not only communicate with customers, but also coordinate the friction between customers and tellers, so as to look around, listen to all directions, communicate with customers in time and maintain close relations with customers. Good eloquence and extraordinary patience are the basic prerequisites for being a good lobby manager, and they can be fully exerted on the platform of lobby manager. "Say" should be done well in three aspects: first, say it frequently, that is, say it frequently to incoming customers, say it repeatedly, and sell products with all your strength; Second, I can speak, that is, I can describe the business well and explain it accurately, but it is exaggerated, and I don't deliberately hide it, and I can correctly introduce the characteristics and functions of ICBC products to customers. The third is to be able to talk, that is, to pay attention to service strategy, vary from person to person, and differentiate marketing. Saving enough energy in "speaking" can get twice the result with half the effort. In addition, for customers with poor understanding and many problems, the lobby manager must take pains, have enough patience, treat the customers as relatives and explain them repeatedly in simple terms, so as to gain the respect and trust of customers.

Third, be good at asking questions.

? Greet and greet all customers who enter the door warmly, and don't have a conscience to say that you are poor and don't love wealth. Be good at trying to figure out the customer's psychology, ask the customer's abnormal reaction, and sincerely care for and help solve it. Especially when customers complain about banking services, the lobby manager should listen to customers' dissatisfaction, don't rush to defend anything, and finally apologize sincerely to customers, because you represent the corporate image of ICBC instead of yourself. First of all, you should get the good impression of your customers, so that you can communicate well. Secondly, we should know what the customer needs and help the customer solve his problem as soon as possible. In addition, you should always ask the teller to know the cash and business handling at the counter like the back of your hand, so as to ensure that customers can adjust to the designated window in time to handle business quickly. Let customers deeply feel our accurate, convenient and fast service and establish a good service image.

Fourth, observe the words and observe the colors.

The lobby manager should have strong observation potential, and he should keep an eye on all directions and listen to all directions in his work. Pay attention to service, grasp customer needs at any time, collect valuable financial information, carefully record the lobby work log, and report to the leader in time after summarizing and putting forward. If you have enough potential to deal with emergencies, you will inevitably encounter various emergencies. If customers queue up, the lobby manager should guide them in time. Guide customers to other windows to handle related business, and customers with cards go to self-service equipment to reduce the pressure on the counter. Ensure the order of the business hall is stable. Deepen the service connotation of lobby manager and comprehensively enhance the service potential of lobby manager.

Fifth, take the initiative.

The nature of the lobby manager's work requires employees to take the initiative in their work. The lobby manager must get into the habit of walking around frequently and patrol back and forth in the lobby and ATM area to keep abreast of the overall situation inside and outside the lobby. Through watching, asking and talking with customers at zero distance, we can guide customers, maintain order, understand information and adjust service methods. Bring all-round service needs to customers in time and play an indispensable role as a lobby manager. When meeting customers who need help, the lobby manager should be diligent in demonstrating and helping, and when meeting old, weak, sick and disabled customers, he should give a little help enthusiastically.

We should win every customer with perfect service at any time and place, worry about what customers are anxious and think about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home.

Personal work summary of hotel lobby manager. Maintain good guest relations and properly handle guest complaints.

Respecting and respecting guests is not only a simple superficial courtesy, but also a heartfelt respect. Action is only a natural expression. Only in this way will we try our best to provide good service. Even some pure personal preferences or habits will be seriously changed as long as they are not conducive to respecting guests. Only by doing this can we naturally respect our guests. Always be humble to your guests and you will win their respect. In my work, I have established three concepts, namely, the customer concept: "The customer is the focus of attention" (this is the first and core principle among the eight management principles of the ISO9000 international quality management system), that is, serving customers well is the ultimate goal. 2 concept of details: details determine success or failure, and hotel service is detail service in the final analysis. If every detail of the work is done, the management system and service system of the hotel will run smoothly. ③ Cultural concept: let customers enjoy a high-quality, unique and unforgettable consumption experience (staying in a hotel and dining), and let employees work and study in a harmonious and healthy corporate atmosphere. By properly handling guest complaints, on the one hand, it is found that rectifying their own problems plays a role in educating and training employees; On the other hand, improve our service and attract more repeat customers for the hotel. For example, customers such as Zhongneng International Company and Chinalco did not understand the hotel's service process and safety management regulations, and complained many times. Now they have become loyal customers of our store.

Second, improve the internal management mechanism, coordinate and straighten out departmental relations.

By finding and solving the problems in service quality, the lobby manager checks the management system and operation process of the hotel, which mainly plays two roles: ① putting forward rectification opinions and suggestions for the parts that are not conducive to improving customer service; (2) For the problems caused by the lack of responsibility execution of hotel departments, put forward rectification suggestions and make punishment assessment.

For the normal operation of hotel services, the lobby manager carefully studies the operation processes of various departments. When there are problems in the work that need inter-departmental coordination, the lobby manager grasps everything on the premise of customer satisfaction; (2) Everything is based on the interests of the hotel. For example, when the front office department and the housekeeper department correctly operate the check-out reservation procedure, due to the lack of understanding of this management policy, they are confused with the left-behind items procedure, resulting in customer service failures. Prompted by the store leader, the two departments studied the policy procedures, and coordinated by the lobby manager, the two departments reached an understanding to avoid similar problems. All departments of the hotel can focus on the overall situation and do their jobs conscientiously, which has promoted the improvement of the overall management level of the hotel.

Three, adhere to the implementation of the "four-star standard" and do a good job of "six inspections"

The lobby manager is responsible for the supervision and management of good service quality, and the standard for measuring its good service quality is the star-rated visit standard formulated by the National Tourism Administration. Four-star hotel star rating project inspection qualified rate should reach more than 95%. In order to achieve this goal, the lobby manager should do six checks. Years of practice have proved that six inspections are an effective way to ensure service quality. The six inspections are: facility and equipment inspection in Project III, cleaning and hygiene inspection in Project IV and service quality inspection in Project V; Training work inspection, asset management inspection and safety management inspection. The summary of the six inspections and the comparison with the previous year are shown in the attached table.

Fourth, always pay attention to the quality of service, carefully check and strictly assess.

As a hotel manager, we should regard customers as God and quality as life. Only in this way can we survive and develop. The lobby manager is in charge of the service quality management and assessment of the whole hotel, knowing the great responsibility and feeling the heavy burden. I am full of confidence to win, a high sense of responsibility and crisis, and devoted myself to my work, making my due contribution and sacrifice for the hotel, with joys and sorrows. It's the end of the year again, and I'm very pleased and excited to see that the annual management task is about to be completed. Looking forward to the unpredictable market changes in the coming year, the task is still arduous and needs to be redoubled. The service quality assessment has made some achievements, which is the result of the correct decision of the hotel leaders in the whole region, and also the result of the concerted efforts of all employees, Qi Xin.

Five, loyal and dedicated, complete the work assigned by the leadership.

As a hotel professional manager, you should have noble professional sentiment and tenacious spirit. I have benefited from the hotel for many years and my management level has been continuously improved. I should love my job and do my job well. In recent years, I have abided by various rules and regulations in an exemplary manner, earnestly performed my management duties, and conducted strict quality assessment, which has been recognized by the leaders. Complete other tasks assigned by the leaders on time while completing all indicators of hotel management.

6. Find the gap, keep improving, blaze new trails and pursue excellence.

The deficiency of lobby work and the direction that should be worked hard: ① The study of management knowledge needs to be strengthened. With the continuous development of the hotel industry, the emergence of various management concepts and methods, as well as the changes in the market and the increasingly fierce competition, if you don't learn to improve, you will fall behind. ② Internal and external communication skills need to be improved. Service is also a skill. Communicating with guests requires respect; Second, skills are needed, as is communication with insiders. We should learn the knowledge of psychology and management, be good at observing and discovering the needs of guests, and make them completely convinced. The punishment of employees who violate discipline should follow the principles of fairness and strictness in the employee handbook in order to achieve the purpose of punishment. ③ The service quality of foreign guests needs to be improved. Poor English conversation level directly affects the service to customers, and the foreign language level of lobby managers needs to be improved urgently.