Hotel employees' self-evaluation

As a waiter in a five-star hotel, he is very strict about details and etiquette, because the lobby is the first in the hotel? The window? The quality of waiters directly reflects the service quality and management level of hotels. As a waiter, we have to face a large number of guests every day, which has a great influence. Therefore, we should pay special attention to etiquette in our service work and leave a good impression on our guests. The following is my self-evaluation as a waiter.

First of all, as a receptionist in the external image, I dress neatly, don't wear heavy makeup, don't wear expensive accessories, pay attention to personal hygiene, and avoid eating pungent food before going to work. In the standing service, always full of energy, smiling at the guests, positive and enthusiastic. Be professional, and don't just leave your job to do personal things. Don't chat with others during work hours, ignore guests. In any case, don't argue with guests, use polite language, don't laugh at or satirize guests, don't use vulgar language and behave rudely.

Secondly, I have a warm and sincere working attitude. When a guest complains about the service, I listen patiently and accept it sincerely, without interrupting the guest's conversation or even ignoring it. I sincerely apologize to the guests and immediately start to solve the problem. Be sure to treat all guests equally and serve them warmly.

I can answer all my questions and never tire of asking them. Answer questions concisely, accurately and clearly. Do you know the location, service hours and facilities of the hotel? Maybe? 、? Maybe? 、? Probably? Wait for vague answers to the guests' questions. When guests ask questions, I am eager to be their good adviser. In addition to knowing and being familiar with our company, we are also familiar with other local service industries, such as tourist attractions, round-trip routes, means of transportation, shopping places and other related information, so as to provide services to guests at any time and avoid asking questions.

When a guest encounters difficulties, I will try my best to help and never refuse for any reason, such as repairing large and small items on behalf of the guest. If you can't meet the requirements of the guests, apologize to the guests in time for understanding, and don't make up excuses and prevaricate at will. I will keep my promise if I promise my guests, and I will not neglect it or even forget it.

When the guests left the store, they came to the front desk to check out. I am enthusiastic, quick and accurate, and don't delay the guests' time. Check the charges on the spot and settle the money face to face. Thank the guests after checking out. Welcome to visit again. Because I know the right farewell words can impress the guests and attract them to come again.

Through our own efforts, we have naturally achieved good results, but there are still some shortcomings. We must continue to study and strengthen in our future work and strive for better performance.

I am 14 July 20xx? 20xx65438+1October 3 1 went to Guangzhou Phoenix Hotel for internship, and gained a lot during this time. Hotel service is a mixture of tangible products and intangible services, and the standard of hotel service quality evaluation is the guest's? Satisfaction? . The hotel in the buyer's market should take the customer's demand as the starting point of marketing work, and the front hall is the nerve center of the hotel, which contacts with the guests on behalf of the hotel, meets the various needs of the guests for hotel services, accepts the complaints of the guests and solves the difficult problems of the guests. Based on these, the position and role of the front desk is particularly important. Although the front office is not the main business department of the hotel, it has a vital impact on the hotel's market image, service quality, management level and operating efficiency. The lobby is the crowning touch of hotel management. I have benefited a lot from my internship in Phoenix Hotel in the past four months. Hotels are the epitome of a society. This internship is undoubtedly an important opportunity for me to enter the society in the near future.

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: work at the front desk and reception desk, and prepare 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 to handle work independently: Through this internship, I deeply understand that I must learn to be able to do things myself. 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.