Hotel clerk's annual work summary

Model essay on the annual work summary of hotel clerks

Summary is a written material that analyzes and studies the relevant situation at a certain stage and makes guiding conclusions. Can give people the motivation to work hard. It is better to act immediately and write a summary. So do you really know how to write a summary? The following is my carefully compiled model essay on the annual work summary of hotel clerks, for reference only. Let's have a look.

Hotel clerk's annual work summary model essay 1 It's almost a month since I entered xx Fashion Hotel unconsciously. During this period, with the care and help of my leaders and colleagues, I diligently and practically completed my own work and successfully completed all the tasks assigned by my leaders. I have improved in all aspects, but there are still some shortcomings. I need to continue to study and accumulate work experience in the future, and use my knowledge to make up for my shortcomings.

Here, I would like to express my sincere thanks to the leaders and colleagues who have cared about and helped me! Below, I will make a simple summary of this month's work:

1. Responsible for typing and copying, sending and receiving documents, using and keeping materials and seals.

Document management: according to the needs of the work, make various forms and documents at any time, and at the same time complete the printing, copying and scanning of the instruction documents of various departments. Upload and publish the notices and documents issued by the company in time.

Second, establish employee files.

1. In this month's time, I unified the employee files of the company and made detailed statistics on the electronic files.

2. In the file management of employees in each department, the paper version and electronic version should be backed up respectively, and all incomplete information should be filled in and updated in time.

3. Update the address book in time so that leaders and employees can refer to it in the future.

Third, be responsible for employee attendance.

1. When I first arrived at the company, I was responsible for the company's attendance statistics. In the process of implementation, I adapt to the company's policy arrangement as soon as possible, make statistics on attendance as true as possible, and make a payroll according to the attendance system at the end of the month.

Fourth, reception service.

5. Answer external calls.

6. Other daily work within the company.

Seven, other work assigned by the leadership.

Annual work summary of hotel clerk: Fan Wen 2 has been working in this hotel for a certain year 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 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 a hotel operator, as long as it does not violate the law and morality, the requirements of the guests must always be met. 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 shifts are 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 remaining work according to the actual workload. This arrangement is relatively loose and can be assigned to one cashier, 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. The front hall is the facade 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 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 when they check out. This kind of service, 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, 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! Elegant brothers and sisters, work hard for our tomorrow!

Hotel clerk Fan Wen's 3-year work summary This year's work has also ended. I think my work performance this year should be better. At least I work hard every day at work, and I have never made any mistakes in my work. If you want to grade your works this year, I think it should be ok to get a good one. I have made great progress this year, but I also know that I still have many shortcomings. The new year's work is about to begin. I think I should make a summary of this year's work and make a plan for next year's work, so that I can finish next year's work better.

I. Work details

I work as a clerk in our hotel office, and my main job is to sort out information and handle other documents, all of which are trivial things. Although the work is relatively simple, it is not easy to do it well and make no mistakes. In this year's work, I have accomplished these tasks well, and I have learned a lot from them.

Now is the era of data, it is very simple and clear to record many things with data, and it is also very convenient to search all files with computers. I have classified all the files, not only by file type, but also by file time, which will be convenient to find in the future. So I think my job is actually quite good. I also have my own ideas at work and I can learn something myself.

This year, I think my performance should still be very good. I have been working hard. Even if I finish what the leader tells me, I will find something to do myself and won't let myself have free time. I can improve my' working ability' in the process of working, so I must make good use of my working time and learn something new to make my work easier. I am also very serious about my work, so there have been no mistakes I shouldn't have made.

Second, the work plan

Sometimes I am careless, I have no plan at work, and I can't arrange my time reasonably. Although this will not have a great impact on my work, if I don't change myself, I will definitely not make progress. No matter how many years I work, my ability to work can only be like this. Therefore, the future work plan is to let yourself improve the shortcomings in the current work process one by one, so that you can have better working ability. I believe that this time next year, I will certainly gain more, and I will become better.

Summary of hotel clerk's annual work mode 4. It will be the end of the year in a blink of an eye, and this year will pass in a very fulfilling and busy work. During this year, I gained a lot and accumulated a lot of work experience. At the same time, with the help and support of two leaders and supervisors, I finished my work well. As an office clerk, I am well aware of my job responsibilities and working materials, and earnestly complete every task assigned by the leaders, and I am constantly improving my comprehensive potential and striving to do better. This year's work is summarized as follows:

First, the daily management of the office

As the saying goes, when I first came to this hotel, I was really at a loss because of the different industries and the nature of my work. Fortunately, with the help of my colleagues, I got familiar with the office work as quickly as possible. I know that the office is a comprehensive management organization under the direct leadership of the general manager's office, and it is a hub to communicate inside and outside and connect all directions. There are many things in the office, such as document processing, file management, sending and receiving faxes, purchasing daily necessities, entertaining guests and logistics management. In view of the complicated and trivial work, with the spirit of being responsible for the work and the concept of asking more questions and learning more, I gradually mastered the office business process from unfamiliar to familiar.

1, strictly abide by the office system. Remember the instructions and criticisms of the leaders and put them into practice. Don't be late, don't leave early and don't be late for work. Do things seriously, carefully check the materials reported to the leaders, record the daily work and report it in time; Treat people with courtesy and get along with colleagues with frankness and tolerance; Serious office discipline, no slack in work, no games, no small talk, no things unrelated to work materials.

2. Make hotel documents. The files in the archives room should be sorted in order, and the file names of the archives room should be clearly written to facilitate management and access, and some personnel and hotel files should be encrypted and stored. Print all kinds of documents correctly and timely, and do a good job in receiving, registering, distributing, printing and supervising hotel-related documents; All documents, approval forms, agreements, etc. of the company should be filed, and the data should be filed well. Cooperate with leaders to further supplement and improve various rules and regulations on the basis of established rules and regulations. Timely convey and implement the spirit of relevant meetings, documents and instructions of the company.

3. Manage and maintain office equipment such as computers, telephones, fax machines and photocopiers, accurately register the use status, and replace equipment consumables in time.

4. Do a good job of copying and registering. For xx photocopying customers, do not miss the bill, collect the accounts in time, and truthfully register all cash photocopying customers and hand them over to the finance department in time.

5. Register the photocopying fee, fax fee, water and electricity fee on time for future reference; Report the inventory of office supplies once a month.

6, do a good job of logistics services for employees. Make sure everyone is fully committed to their work.

Second, strengthen self-study and improve professional level.

Insist on strengthening learning as a key measure to improve their own quality. At work, we should firmly grasp the main line of "integrating theory with practice", strive to apply knowledge to work practice, enrich our own experience, broaden our horizons, and make ourselves adapt to work as soon as possible and become excellent workers. Attend the training activities organized by the hotel, study the required learning materials and articles carefully, keep the daily work log and record the daily work materials carefully, which greatly improves their own quality and brings strong power support for their self-development in various jobs.

Three. Existing problems and future efforts

During these X months, I have been able to work conscientiously and made some achievements, but there are also some problems and shortcomings, mainly in the following aspects: the work initiative needs to be further improved; Some work is not meticulous enough, and some work is not well coordinated; Self-writing ability needs practice; In order to do office work better, it is urgent to practice calligraphy.

In the next work, I think I should try to do it: strengthen my study and broaden my knowledge. In line with the principle of seeking truth from facts, draw inferences from others to make an example for others; Really be an assistant to the leader; Attach importance to the style construction of this department, strengthen management, unite as one, work hard, and form a good working atmosphere of this department. Continuously improve the support potential and service level of the office to other departments. Abide by the internal rules and regulations of the hotel, safeguard the interests of the hotel, create higher value for the hotel with heart, and strive to achieve greater work results.

In my initial impression, the job of a clerk is a heavy and boring job, so I had a sense of fear about the job of a clerk before I took up my post. During my nearly one year working in xxx Hotel, I have a new understanding of the work of office clerks. Although being a clerk has brought me busyness and triviality, it is more from school people to social people, from theoretical knowledge to practical experience.

In the past year, I was mainly engaged in the management of office daily affairs.

First, strengthen functions and provide good services.

I insist on starting from small things, focusing on big things and striving to improve the service level. First, pay attention to leadership services and highlight the advanced nature. Firmly establish the advanced consciousness of serving the leaders, fully grasp the ideological pulse of the leaders, correctly implement the leaders' intentions, and be good staff officers and assistants. The second is to do a good job of cooperation and highlight the initiative to serve various departments. In carrying out related work, I often communicate with the leaders of relevant departments to unify understanding, keep pace, eliminate interference, do a good job around the central work, be a good staff officer, change the departmental behavior into the overall behavior of the hotel, form a joint force, and improve the overall work level. Third, take advantage of the situation and highlight the enthusiasm for customer service. Seriously receive customers who come to visit our home, register the problems reflected by customers in time and try to solve them, and strive to get a satisfactory answer every time.

Second, strengthen the image and improve their own quality.

In order to do a good job as a clerk, I insist on being strict with myself, pay attention to setting an example, pay attention to dedication, treat people with sincerity and establish a first-class image. First, pay attention to strengthening their own ideological construction. Strive to improve work acumen and political discrimination. Because I work in the hotel sales department, I especially need to keep a clear head; The second is to love and work hard. The law of office work is "irregular", so I have a correct understanding of my work and value, correctly handle the relationship between bitterness and pleasure, gain and loss, personal interests and collective interests, work and leisure, and adhere to professionalism, honesty and professionalism. In the past year's work, I was unfamiliar with business at first, so I sometimes worked overtime until late, especially when I was busy with business, and I was not allowed to rest. The third is to continuously improve their business capabilities. After nearly a year of study and exercise, I have made some progress in my writing skills. The level of official document writing has improved. After work, I read a lot of newspapers and magazines in the office, earnestly learn from the strengths of others, get rid of my own shortcomings, humbly ask leaders and colleagues, and improve my official document writing level through continuous study and practice. In addition, we have made great progress in treating people and things.

Third, strengthen the overall situation consciousness and expand the working ideas.

1, make a serious fuss. Official document is the carrier to convey government decrees, and its quality and level directly affect the smooth transmission of policies. So I insist on proofreading many times before posting to make sure it is correct.

2, careful reception. Every customer who comes to our hotel to sign an agreement, I receive it carefully, and make various reception plans according to the types and requirements of customers, pay attention to the reception details, and strive to satisfy every customer.

3. Seize the opportunity to enhance understanding. Someone once compared the relationship between leaders and subordinates to "cats and mice" and looked down on the relationship between colleagues. Actually, it is not. If this development continues, it will not be conducive to the development of the work, nor to the mobilization of employees' enthusiasm and the cultivation of their abilities. Therefore, I always treat each other with sincerity and use my spare time to consult, learn and communicate with leaders and colleagues. Therefore, I get along well with everyone.

Although some achievements have been made in the work over the past year, there are still some shortcomings, which are mainly manifested in: insufficient role awareness in the work; The service is not in place; Compared with experienced colleagues, there is still a certain gap; The content of official document writing is not complete, but I believe that in the future work, I will seriously sum up experience, overcome shortcomings and strive to do better.

1, carry forward the spirit of struggle. In the face of the complicated work and heavy tasks of clerks, we should not be afraid of difficulties, bravely shoulder heavy burdens, take the initiative to find something to do, be diligent in eyes, mouth, hands and legs, actively adapt to various difficult environments, temper our will and increase our talents in heavy work.

2. Carry forward the tireless enterprising spirit. Strengthen study, be brave in practice, read widely, accumulate constantly, pay attention to collecting all kinds of information while learning from books, and absorb all kinds of "nutrition" extensively; At the same time, pay attention to learning methods, correct learning attitude, improve learning efficiency, and prevent and overcome the tendency of superficial knowledge. Strive to cultivate their solid theoretical foundation, correct thinking methods, correct ideological views, practical work style, meticulous organizational skills, witty analytical skills, bold handling skills and extensive social skills, and gradually reach the realm of "speaking, writing and doing things".

3. Carry forward the spirit of self-transcendence. That is, breaking the long-term psychological stereotype and thinking stereotype, courageously discovering and correcting shortcomings and mistakes in work, constantly adjusting the way of thinking and working methods, putting forward higher learning and working goals in stages, and constantly pursuing and making progress to meet the needs of unconventional and leap-forward development in all work.

Although my work experience in the past year is very short, I feel the importance and profundity of paperwork more and more deeply. It is not only a job, but also an art, so I will continue to learn and improve in my future work, and strive to become an excellent office clerk as soon as possible.

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