Summary of personal work at hotel front desk

As the front desk, it is the window of the hotel. What are your summaries of your current work? The following is my summary and selection of personal work at the front desk of the hotel for your reference only. Welcome to reading.

Personal Work Summary of Hotel Front Desk Choosing a front desk as the window of the hotel is the first impression the hotel gives to its guests. First of all, we should keep our image, smile and be full of energy, and greet our guests with our most beautiful 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 it can also eliminate the unpleasantness that guests encounter 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 make a good personal work plan and strive to create my own glory here!

Summary and selection of personal work at hotel front desk. Time flies, and unconsciously ushered in a new year. In the next 20xx years, with the care and help of company leaders and colleagues, I successfully completed the corresponding work. Now I will make a summary of my work in 20xx years.

First of all, reception at the front desk.

From X to X in 20xx, I worked as a receptionist, who was the first person to show the company's image. At work, I work in strict accordance with the requirements of the company, treat every visiting customer warmly, and point it to the relevant office, which provides convenience for leaders and customers. In the past year, * * * has gained about 1000 users.

Second, the reception of the meeting

1. Receiving external meetings

Participated in the reception of Protoss Unicom provincial financial meeting, operation and maintenance department work meeting, human monitoring training meeting, G network operation department work meeting, xx branch and business analysis meeting held by xx branch. In this kind of foreign conference, I arrange the venue in strict accordance with the high standards required by the conference, actively coordinate hotel-related matters, and provide good service during the conference. In this process, I learned more about treating people, serving food and giving gifts, and accumulated more knowledge.

2. Internal meeting management

Arrange meeting rooms reasonably according to the needs of various departments, avoid meeting conflicts, and pay attention to relevant registration, sanitary maintenance of meeting rooms, and after-care inspection of public goods. In order to provide better service for personnel. In the past year, * * * has arranged more than xxx internal meetings.

3. Video conference management

When holding a headquarters or provincial video conference, according to the notification requirements, turn on the video system on time half an hour in advance to ensure that the conference is connected on time, and there is no meeting delay this year; When meeting with counties and districts, make an appointment in advance and call all terminals to ensure that all counties and districts can attend the meeting normally.

Three. Expense reimbursement and contract entry

In this regard, in strict accordance with the company's requirements, the reimbursement form will be received on Monday, signed by the leader on Tuesday, and then entered into the erp system to do a good job of registration. Over the past year, more than xxx reimbursement forms have been entered. Enter more than xx contracts.

In October, 20xx, he was transferred to the office for public security inquiry, foreign document signing, trade union, office consumables, canteen management, etc. Later, he took over the work of information editing, meeting minutes, the window of China Unicom and the management of administrative library.

Do a good job in the registration and storage of small fixed assets such as notebooks and desktops, contact maintenance outlets in time to maintain computers, strengthen communication with them, and ask for spare machines for us to avoid delaying normal work.

Verb (short for verb) Other jobs

While completing my job, I earnestly completed the random work assigned by the leaders, actively participated in various activities organized by the company, and assisted leading colleagues in preparing for the first staff sports meeting.

Sixth, shortcomings in the work.

Lack of initiative in work, less communication with leaders, insufficient consideration and meticulous consideration. Lack of writing skills, failure to grasp the highlights of the company's information in time in the information submission link, resulting in low quantity and quality of information, affecting the company's information ranking in the province.

Seven. 20xx work plan

1. Strengthen self-study, combine with the reality of comprehensive department, consider details, closely follow the intention of leaders, coordinate internal and external relations, and solve problems for leaders.

2. Actively learn from other units, hotels and other conference reception experience, improve the reception level and enhance the company's image.

3 do a good job in trade union work, carry out meaningful activities, strengthen communication, and continue to carry out the "Trade Union send warm" activities.

4. Strengthen canteen management, conduct market research, increase cost control, and create a warm, comfortable and low-cost dining environment.

20xx is coming, full of challenges and opportunities. In the new year, I will sum up my experience, overcome my shortcomings, strengthen my study and do my bit for the company's development and growth.

Summary and selection of personal work at hotel front desk. Worked in this hotel for x years unconsciously. From the beginning to the present, I believe that apart from my own efforts and efforts, I can't do without the training brought by the hotel and the support of old employees and old leaders. I have learned a lot in half a year, and the well-known business motto "the customer is always right" has been brought to the extreme here.

In order to achieve certain financial goals, hotels should not only meet the material needs of guests, but also meet their spiritual needs. Therefore, as hotel operators, as long as we don't violate the law and morality, we often meet the requirements of our guests. Therefore, from the beginning of induction training, employees will be instilled with: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I have always believed that customers are God, and I have always tried my best to make my service to the extreme. The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping guests to handle service needs, telephone transfer and other services. At the front desk of the hotel, the work is divided into three classes: morning shift, middle shift and all-night shift. One of them is a full-time cashier, and the other two allocate the rest of the 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 importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly. In the past six months, I have mainly done the following work:

First, strengthen business training and improve their own quality.

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 the focus of our hotel. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.

Second, strengthen my sales awareness and skills to 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 promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has increased. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more occupancy.

Third, 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.

Fourth, consider how to make up for the mistakes of colleagues and departments, ensure that guests check out in time, and make guests satisfied.

The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel service at the checkout, and these problems are not caused by the cashier. At this time, the most undesirable thing is to avoid shirking or blaming the departments or individuals that have caused difficulties. "It's none of our business, but hanging high" not only can't make up for the mistake, but also makes the guests doubt the management of the whole hotel, thus deepening the distrust of the guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me. Although the sword is good, it is not constantly sharpened, but "I don't know enough after studying hard."

Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward, let's fly high in the sky! Brothers and sisters of xx, work hard for our tomorrow!

My name is xxx, and I work in the front desk. After a busy and full 20xx year, we have ushered in a brand-new and hopeful 20xx year. Standing here, I am filled with emotion. Being able to participate in the speeches of outstanding employees not only represents the admiration of leaders and the recognition of colleagues, but also reflects everyone's affirmation of my work ability. Thank you again for your trust in me. Thank you!

From an employee who just came to the club to the foreman, I can deeply understand that it is not only my position that is promoted, but also the expectations of my colleagues and their responsibilities. To be a good foreman is to set an example for employees in everything at work. Colleagues should be able to mobilize their enthusiasm and give them full trust. That's what I did. I gradually accumulated detailed experience and applied it to my work without reservation to improve my management level.

As a member of the guild hall, I exchanged 100% enthusiasm and thoughtful service for the guests' satisfied smiles. Although my work is ordinary, I never give up my pursuit because of ordinary. Because I help others every day, the guests get satisfactory service from me, and I also get satisfaction from the guests' satisfied eyes and find happiness.

As a front desk foreman, I should not only do a good job of reception and cashier at the front desk, but also be responsible for the backstage work in the front desk, and be responsible for the collection, storage and attendance of items in the front desk. As a small housekeeper in the front office, I always follow the purpose of the club in the management of goods: saving expenses and controlling costs. In order to save money and control office supplies, I require trade-in for new ones. I often remind every colleague at the front desk to copy internal materials with used white paper. I saw that the one-time use of the welcome card at the front desk was very wasteful, so I took the initiative to propose to the manager that the recycled newer welcome card could be recycled and got the manager's consent. Through these controls, the front office should make due contribution to the hotel revenue.

I can reconcile the goods with the accounts. As for attendance, I insist on seeking truth from facts every day and reporting attendance in time every month to ensure the normal operation of the department.

To a leader: Today, if I win the election of outstanding employees, I will be very happy, but I will not be proud. It will only spur me to make continuous progress and do my work better. If I don't run for office, I won't be discouraged. I will work harder to further improve myself.

Finally, thank you again for the training and support of hotel leaders! thank you