How to write a summary of front desk work

How to write a summary of front desk work (5 articles)

The summary is a systematic summary that evaluates the achievements, existing problems, experiences and lessons learned in the previous period. . The following is how to write a summary of front desk work (5 articles) that I compiled. I hope you like it.

Front Desk Work Summary 1

Time always flies by. I have been working in __ for nearly two years. I have been conscientiously fulfilling my work responsibilities since I took office. Completed various tasks well. The work situation in the past two years is summarized as follows:

1. Daily work at the front desk:

1) Telephone answering and transferring: answer any incoming calls carefully, be able to respond to harassing calls tactfully and reasonably, and improve Work efficiency

2) Daily attendance: Download the attendance data for each week, check the unpunched records, and report it to the managers of each department for verification. Strictly register leave requests and overtime orders and employee compliance status, and promptly Update the employee attendance status reported to the department manager and ensure that the monthly attendance report is submitted before the 20th of each month.

3) Reception: When receiving foreign guests, please go to the reception room to prepare tea and wait.

4) Sending and receiving express delivery: The express delivery signed for every day is of a work nature and will be delivered to the person in time. Items such as (large parts, free target materials, etc.) will be called to notify the recipient to collect them at the front desk. If it is an item that has nothing to do with work, you will be notified after signing for it to pick it up at the front desk.

5) Copier and copy paper management: There are many people copying and copying documents every day. It is inevitable that there will be paper jams. Take out the paper from the copier and do daily maintenance work. Some companies do not know how to do it. I will also patiently teach employees who use photocopiers how to use them, and some documents will be given to me for copying. Copy paper needs to be collected by specialists from each department, which reduces the waste of paper.

2. Comprehensive affairs work:

1) When the water in the drinking water barrel is found to be insufficient, the water station will be sent to deliver water in time. Cleaning supplies must be registered before use, and they must be checked and used in the warehouse in time. Check the situation and fill in the gaps, register the necessary items and declare them, and contact the seller after the declaration.

2) Distribute quarterly labor insurance and other company benefits, contact the staff of each department to distribute at the front desk, and distribute items in the department.

3) If there is a major change in personnel, contact and register the need to change the location of the personnel to reduce inconvenience to the work.

4) Check with human resources every month for people who have birthdays in that month, make a list, arrange the front desk venue, contact the cake room to order cakes, and notify the driver to go to the cake

5) Company drinks are stored in three Registration records are required for pickup and storage in the reception room.

3. Organize employee activities:

Once a year at Christmas I will arrange the venue, contact the printing company to design the appearance of the cards and posters, design the lottery link and notify the staff of each department Event time and location, and prizes will be distributed on the spot.

I have learned a lot from this job. In the future work, I will work hard to improve my self-cultivation and connotation, make up for the shortcomings in my work, continue to sum up experience in future studies, use a humble attitude and I will do my job well with full enthusiasm and give full play to my potential to contribute to the construction and development of the company! Make progress together with the company! Front desk work summary 2

A year has passed by in vain. I really want to say: "Light and shadow are like arrows, it hit me."

Now I have gradually retreated from the ignorant curiosity and blind enthusiasm of my freshman year, and have truly adapted to college life. Looking back on the past year, what makes me feel that these 365 days were not wasted is that I not only gained knowledge and friendship, but also found "belonging" in the Swimming Association of Shihezi University. I used to join five or six clubs. But only "Travel Association" made me feel happy and fulfilled.

I am a member of the front desk team, and my job is to be on duty at the front desk for three hours once a week.

The specific content of the job is to assist the swimming pool staff in selling tickets and answer customers' questions. I always think that weekends are boring, but every time it is my turn to be on duty, I feel very fulfilled, because at this time I will walk out of the "small nest" where six people live together, and try to open my little eyes to understand In the small society of university, you come into contact with all kinds of people. Whenever the flow of people reached the peak period of the day, I would buy tickets and collect money without even looking up, and my hands would get cramps counting the money. When there were less people, I would chat with the aunt at the front desk, and I also learned knowledge that was not in the textbooks. I also made older friends with whom there is a "generation gap". Of course, a lot of funny things will happen.

I remember once, when a child was buying a ticket, she walked up to the counter and said to the young and energetic me, "Auntie, I'll buy a ticket." I was so embarrassed. After the children left with their tickets, the aunt at the front desk teased, "Are you looking too old?" What made me even more angry was that not long after, a young man who was obviously older than me came and called me aunt again. As if he realized his mistake, he leaned on the stage and laughed. When I was helpless, Zhou Qi, who was on duty together, said to him: "Brother, because you just called her 'aunt', I will sell you a ticket at a cheaper price." After finishing my shift, on the way back, I was thinking: How old I look! It is also very pleasant to participate in the association's swimming training every Friday. Chatting in the swimming pool and floating in the water always make me forget my worries and unhappiness. There are also some trivial things that make me feel interesting and warm. Working at the Tourism Association, I met a group of lovely people.

In the new year, I will work harder, more seriously, and more responsibly! Front desk work summary 3

One year has passed quickly, and I have been working in the company for more than a year. Since joining the company, I have learned a lot about the company's operations and the work processes under leadership. I also became familiar with the heads of various departments in the company and how many people there are in our company. In my daily work, I gradually became familiar with the personnel of our company, which enabled me to adapt well to the work of the company. As the front desk, this past year, I. Let me briefly summarize this year's work.

1. Daily work

When I first entered the company, I didn’t understand many things. I had to learn bit by bit, especially the front desk work. I’ve never done it before, and I don’t understand many things. Even the most basic etiquette was learned only after entering the company for training. I'm usually very carefree when I'm with my friends. It would be extremely rude to do this at work. When answering the phone, it is not like everyday, but polite language is required. At the same time, I am good at summarizing and summarizing the intentions of calls. Not everyone can clearly explain what they want to do and who they want to meet. As the front desk person who answers calls, I also want to remember what happened and how to handle it. And you can't miss it, and you can't delay some urgent things. In the past year, I didn't understand it very well at first, but later I was able to answer the phone well and had no problems, so I did this part of the job well.

When receiving visiting customers, I greet them politely and ask them the reason for their visit. If there are some appointments, I will take them into the company in time and let relevant colleagues receive them. I also carefully received the company's express delivery and letters, and called the courier to pick them up in time. When you come to the company in the morning, you should also clean the front desk in time to ensure that the working environment is tidy and clean, check the office, open windows in advance for ventilation, or turn on the air conditioner, turn on the lights in the walkways, and check whether the company's drinking water is sufficient and can be supplied in time.

2. Administrative work

As the company’s front desk, I am also responsible for some administrative companies. For example, a coworker sometimes needs to use a printer. I also need guidance on how to use it, or help with printing and copying. The company needs to be cleaned up. You also need to contact the cleaning lady in time. After cleaning, I need to check whether the office is clean in time. Some matters that need to be subscribed are also things that I need to deal with. At the same time, when colleagues in the HR department need my help, I will actively cooperate, such as making recruitment calls, arranging and receiving interviews, etc.

There are many trivial things in one year's work, but I do them seriously and responsibly. As the company's front desk, I know that my polite smile and serious and responsible attitude can be said to represent an image of the company, so I should do them well.

I can't relax, but I also found some shortcomings in my work. The work efficiency is not particularly high, and sometimes there are delays. In future work, we must correct it as soon as possible in order to do better. Front desk work summary 4

Time flies, 20__ years have passed, and as the new year is approaching, I have made the following summary of my work during the year. I hope to gain Evaluation and guidance from leaders and colleagues:

1. Observe the rules and regulations of the hotel, come to get off work on time every day, never be late or leave early, and do your job conscientiously;

2. Serious and responsible work attitude. Complete the passenger check-in registration form, carefully fill in the passenger accommodation registration form, carefully check the passenger information, and achieve the real-name registration required by the public security department; when the passenger leaves the hotel, do a good job with the checkout, carefully calculate the expenses, and try to be as accurate as possible;

3. Carefully check the day's accounts and bills every day, submit them to the Finance Department, and hand over the work with colleagues the next day to facilitate the smooth progress of the work;

4. Overcome the work Despite all the difficulties encountered in the process, we can stick to our posts even when there is a shortage of manpower and a significant increase in workload. When new employees are not familiar with the work, they can be taught step by step without getting bored and take the lead, conscientiously implement the leadership's work instructions, and get them into work quickly;

5. When encountering emergencies or emergencies in daily work, be able to calmly make analysis and corresponding emergency measures, report to the leader immediately for instructions, and promptly notify the relevant departments in charge to make better decisions. Solution;

The front desk is the window of the hotel, a vital department, and the first impression of customers when they come. We must always adhere to the service concept of politeness, enthusiasm, patience and thoughtfulness, so that guests can truly feel Feel at home.

First of all, we must maintain our best image, smile and be full of energy, and use our best side to greet guests, so that every guest will experience our sincerity and enthusiasm when entering the hotel.

Secondly, pay attention to guest preferences. When a guest enters the hotel, we must take the initiative to say hello. If the guest is a regular guest, we must accurately state the guest's name and position. This is very important. The guest will feel that he or she is respected and valued. We also collect the guests’ living habits, personal preferences and other life information, and do our best to satisfy the guests so that they can feel as comfortable as home every time they stay.

Furthermore, provide personalized services. When guests check-in, we should pay more attention to the guests and ask more questions. If they are out-of-town guests, we can explain the local customs to them, and actively introduce to them the locations of stations, shopping malls, and scenic spots. , ask the guest if he or she is tired, and complete the check-in procedures quickly; when the guest checks out, he or she needs to wait for a few minutes during the room check. At this time, ask the guest to wait and proactively ask the guest how his stay is or if he has any opinions about the hotel. Don't make your guests feel like you're being left out. Further communication can make guests feel more warm, and can also eliminate the problems that guests encounter in the hotel. Conditions are limited, so we must be more patient and more patient in the face of guests' complaints and complaints. Enthusiasm, impress customers with our enthusiasm, and try to make their stay as satisfying and comfortable as possible.

Last and most important, service with a smile. In the process of communicating with guests, you must pay attention to etiquette and politeness. When talking to guests, you should maintain eye contact with the guests at intervals. Do not lower your head or look directly at the guest for a long time. We must listen more to the opinions of the guests, do not interrupt the guests' speech, and keep nodding while listening to show respect for the guests. Especially when the guests criticize us, we must keep smiling. No matter how angry the guests are, we must use Such a smile can also bring a sense of peace to guests, and many problems will be solved. Use polite language, greet guests when they arrive, greet them when they leave, and apologize when you trouble them. When talking to the guest to explain the problem, do not argue with the guest, but be sure to patiently explain to him. As long as we keep smiling, we will get unexpected results.

I think that only by paying attention to details, starting from small things, and starting from bits and pieces, will our work be more exciting.

At work, I see all kinds of customers coming in and out every day, serving them and solving various problems. Sometimes work is very tiring, but I feel very fulfilled and happy. Due to the nature of my work, I have not been able to spend time with my family during the holidays for many years, but this kind of dedication will also bring a special kind of warmth to the guests who are also working outside and unable to go home. I am very fortunate to be able to bring happiness to others, and I am also very fortunate that my job gives me such an opportunity. I love my job and am proud of the work I do!

The above is a summary of my work over the past year. Of course, I also have many shortcomings in my work, such as the lack of methods and methods when communicating with other departments, although this can quickly respond to relevant departments. Department, but it will cause misunderstandings among other colleagues or leaders, which is not conducive to unity. In the future work, I will pay special attention to this and correct it, achieve good communication with various departments, and better serve Keyuan together.

At the beginning of 20__, I will seriously review the past, reflect on my shortcomings, correct my work attitude, and strive to improve all aspects of business capabilities. In the new year, I will work with Colleagues will make new achievements together, and let our Keyuan bring a refreshing new atmosphere to everyone and move towards new glory! Front desk work summary 5

During this year, __ Hotel has undergone great changes under the joint operation of __ Company and __ Company. The two shareholders invested a lot of money Funds were used to update and renovate some of the hotel's equipment and facilities. The third floor, which had been abandoned for many years, has been renovated and opened for business, filling the gaps in the hotel's entertainment projects and making the hotel's service projects more complete. In response to the problem of odor in the guest rooms, the fundamental solution was achieved by opening the windows for ventilation. At the same time, the old TV in the guest room was updated... All of these brought vitality and hope to the hotel.

The updating of hotel equipment, the improvement of service items, and the further improvement of staff service standards have enabled __ Hotel to achieve its best ever second place in the star rating review in __. __The hotel has a high reputation in the hotel industry. All of these are inseparable from the effective management of store-level leaders and the efforts of employees in various departments of the hotel. Therefore, the hotel pays more attention to the spiritual civilization construction of employees and creates a good living space for employees. It transformed the hotel's laundry room into a spacious staff restaurant and staff activity room, and added billiards, table tennis tables, chess and cards and other entertainment Projects and various competitions have been held many times, which not only enhanced the physical fitness of employees but also enriched their spare time life. The hotel also installed solar hot water in the employee dormitories to solve the problem of employees taking baths in winter. All these employees can only repay the hotel through serious work. This year, despite the constant changes in personnel in the front office, all employees were still able to overcome difficulties, unite and forge ahead, and successfully completed various reception tasks assigned by the hotel. Throughout the year, they received four VIP groups and held countless meetings This time, the entire reception process was well received by the guests. In the past year, the front office department has done the following tasks

1. Strengthen business training and improve employee quality

Front Office Department As the face of a hotel, every employee has to face guests directly. The work attitude and service quality of employees reflect the service level and management level of a hotel. Therefore, employee training is our focus. This year, we will focus on five The branch has formulated a detailed training plan: for the switchboard, we conduct training on language skills for answering the phone; for baggage delivery and storage services at the baggage office; training on etiquette and courtesy and house sales skills for receptionists; especially for front-line staff in July this year All employees in the department have undergone a month-long foreign language training to lay a certain foundation for this year's star review review. Only through training can employees further improve their business knowledge and service skills, so as to better provide guests with Excellent service.

2. Instill in employees the awareness of "increasing revenue and reducing expenditure, increasing revenue and reducing expenditure" and controlling costs

"Increasing revenue and reducing expenditure, increasing revenue and reducing expenditure" is the unwavering pursuit of every enterprise. The front office department Employees actively responded to the hotel's call, carried out conservation and expenditure-saving activities, and controlled costs. In order to save costs, the front office department purchased plastic baskets to hold the team's keys, which reduced the use of key bags and room cards and saved the hotel money (originally, no matter whether it is a group or individual guest, each room must fill in the room card And use the key bag. By not using the room card and key bag in the team room, the cost is greatly saved. The room card is 0.18 yuan/piece and the key bag is 0.10 yuan/piece. There are more than 100 team rooms every day, which can save a sum a year. Larger expenses); the business center uses expired reports to print draft paper; urges accommodation employees to save water and electricity; control office supplies and make good use of every piece of paper and every pen. Through these controls, the front office department can make its due contribution to the hotel's revenue generation.

3. Strengthen employees’ awareness and sales skills, and increase occupancy rates

Based on market conditions, the front office department actively promotes the sales of individual guest rooms. This year, the hotel has launched a series of Room promotion programs include: fan rooms, points cards, vouchers, thousand-yuan cards and other promotional activities. The receptionist flexibly controls the room price according to the hotel's preferential policies and market conditions and the occupancy situation of the day. The number of individual guests at the front desk has increased significantly. , the occupancy rate has increased, emphasizing the receptionist: "As long as the guests come to the front desk, we must try our best to let the guests stay" to strive for the highest occupancy rate.

4. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate and solve it with the department to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

5. Strengthen the management of various reports and customs declaration data

The front desk will check in for each guest in accordance with the regulations of the Public Security Bureau and input it into the computer. The information of overseas guests will be passed The hotel's customs declaration system promptly reports to the National Security Bureau's Exit and Entry Management Section, conscientiously implements the notices issued by the Public Security Bureau, and reminds each guest to store their valuables. A dedicated person is assigned to be responsible for all reports and data in the front office, who will classify and archive the reports and report them monthly. Comparing the room revenue in 2005 with the room revenue in 2006, the occupancy rate increased by 9.46, but the revenue decreased by 240,223.07 yuan. The main reason is that the vicious competition among the hotel industry has led to a decrease in the average room price and occupancy rate. The room rate increases while the income decreases. The guest room summary table is attached.

1. The results are gratifying, but we are also deeply aware of the shortcomings: the lack of flexibility and initiative in service;

2. The switchboard equipment is aging. The lines are not smooth, which often leads to customer complaints;

3. Some new employees are not proficient in their jobs;

4. The photocopier in the business center is aging and the photocopier is not effective, which affects As for the business center's income, the business center's cash income from copying this year was only 2,812.9 yuan.