202 1 Work experience of hotel employees

At present, the country's economic development is generally improving, people's lives are happy, and tourism and hotel industry are gradually emerging. The following is "202 1 Hotel Staff Work Experience" compiled by me for your reference only. Welcome to reading.

202 1 hotel staff's work experience-the front desk is the starting point to show the hotel's image and service. 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 require light makeup, work clothes and a good mental outlook, so as to maintain the image of the hotel and let guests know and see our mental outlook of xx. 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 front desk business knowledge training. 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!

Front desk English, some front desk English skills are the basic requirements for each of our front desk receptionists in order 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: never forget to study and recharge 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 xx, I will dedicate myself 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!

202 1 Work experience of hotel staff Two homes are warm harbors, which can give people a feeling of happiness and comfort, and people will think of it first whether they are tired or happy. I have not only a small family that gave birth to me and raised me, but also a United and enterprising family-that is, a hotel. We all come from all corners of the country, and I believe that everyone has heard of the saying "It is predestined to meet thousands of miles away". It is because of fate that we get to know each other and get together here to form a harmonious, beautiful and United family.

Every day on the way to work in the hotel, I always have unspeakable joy, because that happy note has been beating in my heart. With the new green leaves sprouting, I miss my home. My parents often ask questions through my voice. I miss home. I miss everyone who is busy, struggling and enterprising every day. As the saying goes, "you depend on your parents at home and your friends when you go out." There are many brothers and sisters here, and the elders lead friends. They love and help us with spring-like warmth and summer-like enthusiasm. From them, I learned the joy of life and the joy of work. I study and work here, seize every opportunity to exercise myself and constantly develop and improve myself. I often look forward to tomorrow: a brand-new self, a mature self, can appear in front of everyone.

After work, I often think of some happy things and the kind of test that life has given me. It is good to experience some tests in life. "How can you see a rainbow without experiencing wind and rain?" . I think my work and life have taught me a lot. Looking back on the hotel for more than a year, memories are like an induction drawer, which will jump out when touched. In retrospect, the clean and hygienic conditions, hard but happy, unforgettable parties and monthly employee birthday parties, let us relax after work, and the ongoing sports meeting, full of competition, gave full play to the cohesion, centripetal force and team consciousness of all departments, which is my greatest feeling when working in the hotel.

The hotel is a big family, with laughter and tears at work and quarrels and friendship in life. We will always be a United team, dedicated, happy, efficient, United and cooperative. The hotel has done a lot for us, such as carrying out vocational training, holding various activities, holding skill competitions, and now giving keynote speeches, which has gradually improved our comprehensive quality in a subtle way. We should actively repay the hotel with gratitude, establish the host concept of "the hotel is my home, and love everything", give full play to the host spirit, integrate personal pursuit into the hotel development, and become the owner of the hotel.

A new hotel is bound to encounter many unexpected difficulties in its development. Just like a baby, it needs everyone's love and care to thrive. Life tells us to persevere, persist in the pursuit of good things, persist in the vision of the future, and persist in the persistent challenge to the unknown life. The future is bright and the road is tortuous. The revolution has not yet succeeded, and comrades still need to work hard. Let's "advance and retreat together", create wealth for the hotel, reflect our own value, make unremitting efforts for a better tomorrow of the hotel, and make the hotel as wide and clear as the blue sky. At the same time, I hope this big family can become stronger and stronger.

202 1 Work experience of hotel staff 3. I have been working in this hotel for half a year before I know it. From the beginning to the present, I believe that apart from my own efforts and efforts, I also have the training brought by leaving my job and the support of my old employees and 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, induction training will instill in employees: "Guests will never be wrong, only we will be wrong", "Only sincere service will change visitors' smiles". I have always believed that the customer is God's principle, and I have always tried my best to serve myself 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, it 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. The most important thing is that this way of working can quickly let newcomers gain experience, get guidance from the monitor when the workload is small, and absorb more experience when the workload is heavy, so as to 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 will regularly provide telephone language skills training, courtesy training, housing sales skills training and foreign language training for receptionists. 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 single rooms. This year, the hotel launched a series of room promotion plans. While giving preferential policies to the hotel, 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".

Third, pay attention to the coordination between departments. The hotel is like a big family. Friction will inevitably occur between departments at work, and the quality of coordination at 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, you can take the initiative to coordinate with this department to avoid things getting worse, because everyone's common goal is for the sake of the restaurant. If it is not solved well, it will bring some negative effects to the hotel.

Fourth, consider how to make up for the mistakes of colleagues and departments, and ensure that guests can check out in time to make them 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, it is most undesirable to shirk or blame 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 "and" after diligent study, I don't know enough. "

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! Elegant brothers and sisters, work hard for our tomorrow!

202 1 Work experience of hotel employees 4. I have been in the hotel for many years, but the first half of this year was particularly difficult. It was not easy to make a good hotel, and the hotel finally survived. Although there are many challenges, we have also experienced this epidemic, which makes us more aware of our own problems. At the same time, we also strive to improve and make the hotel run better, and I am also interested in this.

Judging from the past six months, the performance is indeed worse than before, but it has persisted and changed a lot. Although the work of the hotel will be done seriously before, I actually didn't think too much about optimizing and changing the improvement. After all, I am very busy at work and don't have much time to study. This year is really different. Before I came back to work, the hotel was also having an online meeting. This paper discusses how to improve our work, how to do things well when we return to work, accept customers and provide good services, so as to make the hotel operate better. In fact, this crisis can also be seen. If we don't make changes, we will be eliminated. The market competition is very cruel. If it's not good enough, we may never be able to do it again. The decrease of tourists also drives us to have greater competitive pressure. Whoever can serve and entertain customers better will choose to serve well, and our hotel has made many changes, not only in service, promotion, but also in attracting customers, so let's work hard for the hotel's performance.

Personally, I have changed a lot. I used to think that the work efficiency was not bad, but now I look back and find that many things are actually delayed, and there is still a lot of room for improvement. I am also improving in the process of change, thinking about how my work can be more efficient in the face of fewer tourists, so as to do better for the hotel. It's just that the performance has gone up and the occupancy rate has increased. Then our work is really useful, and it is particularly difficult without performance. The epidemic not only affected our customers, but also made us think about our hotels and many services. We were busy before and didn't notice the problem. Now calm down and think about it. Some services were not done well, which also led to the loss of some customers. After the improvement, we were affirmed by more customers, especially some old customers.

The environment in the second half of the year is much better. Now I will continue to work hard to improve the hotel's performance and strive to achieve the annual goals set at the beginning of the year.