Summary of hotel front desk reception work content

As an important front desk receptionist in a hotel, what do you know about this job? The following is a "Summary of Hotel Front Desk Reception Work Content" compiled by me for your reference only. You are welcome to read it. Summary of hotel front desk reception work content

1. Sign attendance, check appearance, and work in the best condition;

2. Responsible for regional hygiene during the shift;

3. Carefully read the shift record and complete the unfinished work of the previous shift;

4. Accept customer complaints, handle them promptly and keep records, and report to the assistant manager;

5. Answer and transfer calls inside and outside the hotel, and provide telephone consultation services;

6. Actively sell hotel rooms, membership cards and other products;

7. Make arrangements for distribution at any time

8. Receive and process telephone reservations, and enter computer information according to operating procedures;

9. Understand the room situation on the day and in the near future, and control the room status when the room is tight;

10. Contact the guest according to the computer room status map, and handle late check-out and stay extension procedures for the guest;

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11. Check the room status list every day to ensure that the room status is accurate;

12. Find out whether there are VIP guests that day and be prepared to welcome VIP guests;

13. Do a good job in printing various reports and making statistics;

14. Assist guests to fill in the accommodation registration form, check relevant identity documents, and confirm guest departure information.

15. Understand the customer situation and handle emergencies;

16. Do a good job in retrieving and keeping items left by guests;

17. Earnestly complete all tasks assigned by the front office assistant and report any problems in a timely manner;

18. Strictly abide by the principle of confidentiality and do not leak guest information to outsiders;

19 , Accurately print various charge bills and invoices, and handle various checkouts for guests;

20. Replenish work reserves in a timely manner;

21. Handle the deposit and withdrawal of borrowed items and guest luggage Procedures;

22. Provide hotel item rental services to guests;

23. Provide direction and answer questions to guests, introduce the hotel and the city, and provide services to guests;

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24. Assist security guards to maintain order at the door, understand and feedback information in the work area in a timely manner;

25. Observe the movements of people entering and exiting, assist security guards in explosion prevention and theft prevention work, and master fire protection knowledge, Able to take measures in accordance with regulations when encountering emergencies;

26. Provide ticket booking consultation services, fax, typing, copying and other services;

27. Carefully organize and record self-service Daily consumption of the business center;

28. Basic maintenance and maintenance of various equipment of the department, and timely reporting of problems if any;

29. Actively participate in various trainings and improve unity and cooperation , give full play to work initiative and enthusiasm;

30. Seriously do a handover of reserve funds and unfinished work for each shift;

31. Complete other tasks assigned by the leader.

Extended reading: Hotel reception work plan

At the beginning of the year, we started a new job. As the hotel front desk, we must make good work arrangements and make the work clear and clear. Improve work efficiency and complete work tasks in a funny way.

1. Customers staying in the hotel

Every day, many people come to our hotel to check in or dine. When they come to the hotel, the first thing they want to know about our hotel is to work through our front desk personnel, I have also made the following work arrangements to deal with these customers. Because our front desk is configured with two people, it is more convenient for us to deal with problems at work.

1. Treat every visiting customer with warm hospitality and the most basic etiquette, whether they are staying or dining in our hotel.

2. Pay attention to the information of each visiting customer, register the information well, and if necessary, ask the customer some questions and solve the customer's problem.

3. For customers who can stay, we will directly contact the hotel department to entertain them, so that customers can find the room they need in time.

4. Do a good job in information circulation and sorting out in a timely manner to avoid the embarrassing situation that the hotel rooms are full and there is no place. When you come to the hotel but cannot find a suitable place, you can give the customer the contact information and notify them in time. Customer check-in.

5. Do a good job in data entry and processing. People come and go in the guest room every day to avoid misunderstandings and work mistakes. Registration must be done well. Every guest must check in carefully. and departure time, notify the cleaning staff in a timely manner to clean the guest room and complete the guest room layout.

2. Strengthen self-construction

As a hotel front desk, what we are related to is the face of the hotel. We must ensure that every word and deed must be of high standard and meet the requirements. There is no outrageous behavior, which makes every visiting customer very comfortable and willing to accept it. At the same time, we also play a publicity role to ensure that we can bring sufficient value to the hotel when we work.

1. To mention personal qualities, each of us must ensure that we wear the work clothes we are required to wear at work at all times.

2. Our front desk needs to go to work earlier than other colleagues, because we have to entertain customers and at the same time do a good shift. Because the hotel works 24 hours a day, it is divided into day shift and night shift, so I have to Ensure that there are no mistakes in your working hours, take over colleagues' jobs in a timely manner, and complete work tasks.

3. Learn more, apply more, learn more and apply it flexibly. Be a life-long learner. Talk more and do well. Every industry must do a good job and ensure that we are successful in the process of work. Complete work tasks and ensure that you do not make mistakes at work.

4. Be sincere in your work, and be sincere in your treatment of customers. Serve with heart, work with heart, and only by doing a good job can you be recognized by customers.

5. Strengthen work efficiency, abide by the company's regulations during commuting time every day, and go to work strictly according to the company's prescribed time to ensure that you work on time and efficiently.

For the work plan I have arranged, it will be the direction of my work this year and the steps of my work. I will work according to the plan and do every step of the work, complete the work tasks at the same time, and get the recognition of the company and customers. . Summary of hotel front desk reception work

The past 20xx year was a fulfilling, busy and happy year. On the occasion of the New Year, looking back on the journey, I sincerely thank the department leaders and colleagues who have helped me. Thank you! Now I will make a summary of my work over the past year.

The front desk is the starting point for displaying the hotel's image and services. For guests, the front desk is the first step for them to contact our hotel. It is the first impression of the hotel and the facade of the hotel, which is very important. Therefore, the front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests starts from welcoming guests at the front desk. A good start is half the success. With an understanding of its importance, we must do our job seriously. Therefore, I have been strictly following the hotel's regulations in the past year. To sum up, it can be summarized in the following five aspects:

1. Politeness and etiquette

Like all other service industries, how to keep a smile, how to greet guests, and how to serve guests Provide services, the language to be used to customers in the service, etc.

2. Pay attention to the image. The front desk is the first impression of the hotel and the facade of the hotel.

Our front desk staff must wear light makeup, work clothes, and treat people with a good spirit. Guests, thereby maintaining the image of the hotel, allowing guests to understand and see the spiritual outlook of our x hotel.

So as to leave a deep and good impression! Moreover, it is also conducive to the improvement of our own image and cultivation. Thus, it affects our future life.

3. Training of front desk business knowledge

Mainly the daily work process. The daily work of the front desk is very cumbersome, including guest check-in and check-out, phone transfer, inquiries, Provide information, luggage storage, and inquiry and verification of airport pick-up and drop-off information. Inspection and verification of orders, room arrangement, handover work at handover, etc. Therefore, we must maintain a serious, meticulous work style and sense of responsibility at all times! So as not to cause a lot of inconvenience to guests and colleagues!

IV. English proficiency

English proficiency is a basic requirement for each of our front desk receptionists, so that they can better serve guests from foreign countries. Regarding English reception, our hotel organized English training for front desk reception, which enabled me to review and consolidate the words I had learned before. I also learned a lot of words that I had never been exposed to before, such as the names of many facilities and equipment. Through this kind of training, we understand that we should never forget to study and recharge ourselves at any time! Only through continuous learning can you make better progress and continuously enhance your abilities in all aspects!

5. Focus on the overall situation and do not care about personal gains and losses

Whether it is working time or vacation time, if the hotel has temporary task assignments, I will obey the arrangement and actively cooperate. Find reasons to shirk. As a member of X Hotel, I will devote myself to the construction of the hotel. I actively participate in activities organized by the hotel to strengthen the relationship between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel to continuously lay the foundation for better work in the future.

In the past year, I also had many shortcomings. For example, I had some shortcomings in communication with leaders and colleagues, and I also had some shortcomings in my work. My colleagues suggested to me that when there are many guests, I would Nervous, in the new year, I will definitely overcome this mentality at work. I am also very grateful to my colleagues who gave me advice! Because of you and me, I realize my shortcomings and have the opportunity to correct them! Although the work at the front desk is sometimes relatively trivial, everything big and small must be done seriously to do it well. So I will do everything with my heart. Thanks to the department leaders for their teachings and the opportunity given to me by the company. I will study harder and work harder in the days to come!