Monthly summary of hotel front desk-monthly work summary

Monthly Summary of Hotel Front Desk-Monthly Work Summary 1 After graduation, I came to work in xx Hotel and learned a lot of knowledge from room attendant to assistant manager in lobby. The following is a summary of my work

As the window of the hotel, the front desk is the first impression the hotel gives the guests. First of all, we should keep our best image, smile and be full of energy, and greet our guests with our best 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 eliminate all kinds of unpleasantness encountered by guests 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!

Monthly summary of hotel front desk-monthly work summary 2 1. 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. Therefore, the training of employees is the focus of our work. This year, we have developed detailed training 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 hotel's call to carry out cost-saving activities and control costs. In order to save money, the front office bought plastic baskets with team keys, which reduced the use of key bags and room cards and saved hotel expenses (in the past, both teams and individuals had to fill in a room card and use a key bag, but after passing through the team room without using room cards and key bags, the expenses were greatly saved, with room cards 0. 18 yuan/piece and key bags 0./kloc. 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, voucher and thousand yuan card. 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 increased. 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 from 2002 to 2006, the room rate increased by 9.46%, but the income decreased by 240,223.07 yuan. The main reason is that the vicious competition of hotels leads to the decrease of average house price, the increase of occupancy rate and the decrease of income. The room profile table is attached.

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 causes poor lines, which often causes complaints from guests;

3. Some new employees are not skilled in their work;

4. The copier in the business center is aging, and the effect is not good, which affects the income of the business center. The cash income from photocopying in the business center this year is only 28 12.9 yuan.

Monthly Summary of Hotel Front Desk-Monthly Work Summary 3 During this period, I have gained a lot in both theoretical study and practical work. Now, I have a comprehensive and profound understanding of my post. With the deepening of practice and the accumulation of knowledge, I have more and more contacts and deeper thinking.

During my internship, the communication and guidance of my superiors for many times is the driving force for my continuous progress, which invisibly strengthens my confidence and courage in doing this job well. Summarizing the dribs and drabs of these two months, I have many feelings:

First, role understanding.

During this time, my main internship position is the service desk receptionist, so I have the deepest understanding of this job: the service desk receptionist is the window position in the shopping mall, and has the most direct contact with customers. Personal words and deeds are related to the image of the whole shopping mall, and the service attitude is also conveyed to the outside world.

1, improve communication skills

As a receptionist, as a front-line employee of the hotel, the contact with guests is face-to-face and the most direct. Often a word from the receptionist can affect the overall impression of the hotel and even the mood of the guests all day. As a receptionist, it is a compulsory course to learn how to make guests feel comfortable and happy in the language they speak. Of course, communication is not limited to guests, but also exists among colleagues, even to superiors. People inevitably have no mood swings, but such mood swings often affect other people's moods. How to adjust my mentality, face guests, colleagues and even bosses with the best mentality, and how to bring the best smile to others is a problem that I have to seriously think about every day. In this internship, I not only improved my communication skills, but also learned how to adjust my mentality.

2. Improve emergency response capability.

Working at the reception desk, you should be prepared for battle every day. Because as a receptionist, I have to receive different guests and face different events every day. It is inevitable that there will be some impolite guests among the guests who check in, and even swear at the receptionist. In the face of such a clean situation, it is another test for me how to appease the mood of the guests and protect the interests of the hotel and its own safety.

3, improve the ability of independent processing.

Through this internship, I deeply understand that we must learn to do what we are capable of doing. Only by cultivating one's independent ability can one make progress in one's work. At work, when you encounter problems, you should boldly ask your colleagues if you don't understand them, instead of pretending to understand them. Work independently, accumulate experience, and finally get what suits you best.

4. Improve service awareness

As a receptionist, I always represent the hotel. No matter at work or on the road, as long as you wear a hotel uniform, you should always provide the best service for your guests. We are the messengers of the smiling city, all for the guests, all for the guests, all for the guests.

practical experience

1, its own shortcomings and deficiencies

Through this internship, I once again saw my own shortcomings and deficiencies. In terms of language ability, I still can't communicate with guests very fluently. The tourists who stay in Phoenix Hotel every day are mainly domestic guests and Japanese guests. However, during the Canton Fair, the main tourist source of the hotel is foreign guests. Because my oral English is not very good, it has caused obstacles in communicating with guests. And due to their lack of hotel work experience, leading to mistakes that should not appear in the work, bringing a lot of inconvenience to colleagues. On the other hand, at work, some of my shortcomings are more obvious. For example, the work is not meticulous enough, and it is not enlightened enough to accept criticism from colleagues. But through this nearly four months of exercise, I have been constantly correcting.

2. Employment prospects

According to incomplete statistics, there are more than 9,000 hotels in China, and the shortage of hotel talents exceeds 6,543.8+10,000. And now most of the hotel's grassroots employees are secondary school or college graduates. I think the hotel industry still lacks highly educated professionals. However, even if you have a high degree, you still can't be a manager. As a manager, you must have many years of work experience. Among them, front-line work experience is very important. Therefore, as a college student who is about to graduate, don't sell yourself short, but be prepared to accept the challenge.

(C) internship ideas and suggestions

1

This internship gave us a good opportunity to understand this society. It is an important step before we really step into society. The law of the jungle is an unchangeable survival rule. If you want to succeed, you must work harder than others. This internship faces many problems that have never been encountered before. For example, interpersonal problems, guest relations problems, poor mental state and so on. But after nearly a month's study and improvement, I have made some progress psychologically and ideologically. What impressed me most about Phoenix Hotel was its staff management system. Because the last hotel business internship was in the Garden Hotel, although the internship time was only one month, it had a great impact. Garden Hotel is a five-star hotel managed by hotel management group company, which has a long history of operation and has formed a set of perfect and strict staff management system.

Compared with Garden Hotel, Phoenix Hotel is a very young hotel. Phoenix Hotel has only been in business for three years, and its management system and operation system are still not perfect. In addition, Phoenix Hotel is a family business, not managed by a hotel management company, and most senior managers lack hotel management experience. Therefore, Phoenix Hotel can't compare with the old five-star hotel in terms of the professional quality of its employees. Too loose employee management system leads to employees' loose working mentality, which will undoubtedly reduce the service quality of employees. If a five-star hotel only has a five-star appearance and lacks a five-star interior, it is not enough to be called a five-star hotel.

2. Suggestions

For this internship, due to various reasons, there are some problems in communication with the internship unit, from the beginning to the internship unit in the form of interns, and finally to the internship unit in the form of contract employees. The personnel department of Phoenix Hotel asked us to sign a one-year contract on the grounds that you promised to work here in the future and leave in less than one year, and you would have to collect liquidated damages. This way of doing things in the personnel department of Phoenix Hotel really makes me feel unreasonable. I hope that the department leaders can help us communicate with the internship units in the future to avoid this situation from happening again.