Four Summaries on the Annual Work of Hotel Front Desk

# Work Summary # Introduction Every employee should summarize his work in stages, find problems in the summary and learn lessons. Annual work summary The four essays at the front desk of the hotel are!

Model essay on the annual work summary of the front desk of Pianyi Hotel

Unconsciously, 20xx years passed quickly, and this year I lived a full, busy, happy and growing year. At the end of the year and the beginning of the year, review the past and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders and with the friendly cooperation of colleagues, I have made great progress in my work and study. The front desk is the window of the hotel, the image of the company, the starting point of service, the first step for customers to contact our hotel and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. Starting from welcoming guests at the front desk, a good beginning is half the battle. So I must do my work carefully.

First of all, smile and be full of energy

We should keep our image, greet our guests with our best side, and let every guest experience our sincerity and enthusiasm when entering the hotel. Strive to improve the quality of service. Answer every call carefully and make every record. Always pay attention to maintain a good service attitude, warm reception, and skillfully answer every question raised by customers. Smiling, patient and meticulous, warm tips.

Second, pay attention to the habits and preferences of guests.

When guests enter the hotel, we should take the initiative to say hello. When addressing a guest, if you are a regular customer, it is very important to say the guest's name accurately, so the guest will feel respected and valued. If you are a foreign guest, you can explain the local customs to them, introduce them to the locations of stations, shopping malls and scenic spots, and go through the formalities quickly. When the guests go through the formalities, we can pay more attention to the guests and ask them. We also need to collect their living habits, personal preferences and other information to try to satisfy our guests. When they check out, they need to wait a few minutes to make rounds. Don't let the guests stand, please sit down and wait.

Third, pay attention to etiquette.

When talking with guests, you should keep eye contact with them every once in a while. Smile in front of guests, especially when they criticize us or explain problems. Don't argue with the guests, even if they are wrong, give them the right one. 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. Try to solve the problem for the guests in time, and be anxious for the guests. 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.

Fourth, focus on the overall situation, regardless of personal gains and losses.

Whether during working hours or during rest time, if the company 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 Sunshine 365 Hotel, I will dedicate my strength to serve the company. At ordinary times, I actively participate in the activities organized by the company, obey the arrangement of superior leaders, and strengthen the feelings between colleagues and the communication between departments.

Verb (abbreviation of verb) communication and cooperation between departments

Front desk, guest room and logistics are like a chain, and the work of each department is very important. Therefore, in the future work, we should strengthen cooperation with other departments, so that we can work more happily, work more efficiently and gain greater benefits.

The work at the front desk is trivial, but we can do everything well as long as we are serious. Therefore, I will do everything more seriously and carefully. I feel very happy to see all kinds of guests coming in and out every day, and to provide them with different services and solve all kinds of problems.

Thanks to manager Xiong of our department for giving me a job opportunity, and thanks to the company for giving me a platform to exercise myself. I'm very happy that I can take the post of front desk. I'm extremely proud of my work. I really love my post, and I hope I can become more mature and calm when I encounter problems in my future work. In the future, I will learn more telephone skills and etiquette to adapt to the rapid development of the company, make personal work plans, and learn more about the basic situation and business content of the company. In order to continue to lay a solid foundation for better work in the future, we will also strive to create our own glory here!

Model essay on the annual work summary of the front desk of the second hotel

If you want to do a good job at the front desk, you must have an important understanding of the front desk work. This position not only reflects the image of the company; This is also the first impression of foreign customers on the company. Therefore, starting from welcoming guests at the front desk, a good start is half the battle. In my opinion, no matter which position or job, it is a part of the overall organizational structure of the company and is for the overall goal of the company. After 20XX years of hotel reception training, I summarized the following points:

First, pay attention to coordination with various departments and check in and check out according to the daily room conditions.

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 a problem, you should be able to actively coordinate with this department 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.

Second, solve disputes, deal with problems, and serve first.

Due to the aging of some hotel equipment, it is inconvenient for guests to stay, which often causes complaints from guests. For these disputes and problems, the front office calmly responds and actively, timely and properly solves them. We have always been patient, smiling and apologizing for the deliberate difficulties of individual guests, and always take the maintenance of the reputation of the hotel as the premise to satisfy the guests as much as possible.

While making achievements, we should also deeply realize that there are still many problems in our work due to the mobility and unprofessionalism of the front desk staff.

Third, there is a lack of smile service.

The reception office adheres to the "three meetings" in daily work, that is, when meeting guests, they will smile, greet and communicate. Service needs a smile. Only by always smiling at the guests can the service be full of vitality, and the guests will feel our heartfelt service. When guests enter the hotel, they address the guests actively, warmly and cordially. A greeting and a language exchange have brought us closer to the guests. But our employees don't always smile, and sometimes they can't speak Mandarin when they check in for guests.

Fourth, lack of sales skills.

Due to lack of professionalism, our employees still lack room sales skills. At the same time, the front desk should flexibly grasp the room rate according to the market situation and the check-in situation on the same day. The front desk should also communicate with the security guards in advance, deepen the tacit understanding of cooperation, and adhere to the purpose of "as long as the guests come to the front desk, we will try our best to let the guests stay", and the front desk will shout the price. If the guests turn away because the house price is too expensive, the security guards should cooperate with them to actively reduce the price to retain the guests.

Verb (abbreviation for verb) a loophole in financial accounts

Because the process of opening a room at the front desk is done by hand, it is easy to operate artificially; Computer programs can't find out the actual number and price of houses because they can be modified at will; There is a big loophole in this. Fortunately, our employees never make small moves or embezzle money from them. But just in case, the financial loopholes at the front desk should be filled as soon as possible.

In order to further improve the quality of our work, cooperate with the sales department to complete the sales task, increase the sales price of scattered rooms in the hotel, and handle all kinds of problems better, so that every guest can come back on a whim and be satisfied, we need to continue to work hard to do better!

Model essay on the annual work summary of the front desk of Pian San Hotel

In the fierce competition and fruitful year, with the careful guidance of the hotel leaders and the concerted efforts of all the staff in the guest room, Qi Xin, the housekeeping department overcame the hotel-related personnel changes, the transformation of the lunch box on the fifth floor of the hotel into a guest room, the transformation of the shower room in the guest room, the serious staff turnover, repeated inspections by relevant authorities, the installation of digital TV set-top boxes, and numerous engineering maintenance projects, so that all the work was carried out smoothly in a planned way and the steady growth of the guest room income was ensured. Combined with the department's working policy of "starting from high requirements, starting from details and strict management", the work of housekeeping department in the past year is summarized and reported as follows:

First, the operation:

Total room business in xx14200717.19 yuan (including total house income 140 17074.00 yuan, miscellaneous rooms 183643.5438+09 yuan). The average monthly turnover is1183393.10 yuan (in which the average monthly housing income is 1 168089.50 yuan, and the monthly housing miscellaneous amount is 15303.60 yuan), and the total housing supply reaches 45750 sets.

According to the above data, combined with the annual analysis, all the indicators of guest rooms have increased compared with xx, but there is still a certain gap from the operating indicators (monthly1200,000) issued by the hotel, which is mainly affected by the first quarter and September, but basically maintains an upward trend. Under the direction of hotel leaders, the room income is based on the principle of "as high as possible", "no room left" and "keep every guest", except for a few months.

Meeting reception: There are only two meeting rooms in the hotel, and the multifunctional hall on the fourth floor is called "multifunctional meeting room", but it can't meet the needs of many business meetings and training conference guests in essence. First, guests have limited access to the Internet and can only provide one port. In this way, the guests have to bring their own corresponding equipment, which has caused some trouble to the guests. It is suggested to buy a set of related equipment, keep it in the computer room, and register and collect it temporarily when the room meeting is needed. Second, the meeting whiteboard is of poor quality and difficult to save. I changed it several times a year, and there were many training sessions in the hotel. Training meeting, the guest is not easy to use, not easy to shake, and the handwriting written by others is not good-looking. It is suggested to buy an electronic whiteboard, which avoids the replacement cost of ordinary whiteboard and the cost of whiteboard pen. Third, the area is limited, and it is not convenient to put what guests want. Meetings with a large number of people are not available, and meetings with a small number of people are too expensive. It is suggested that the hotel let the sales department make flexible pricing according to the number of guests, meeting content and meeting expenses. Fourth, there is no place for guests to rest. There is only one bathroom near the conference room, which is shared by men and women. /kloc-The executive meeting room on the 0/5th floor can only accommodate 20 people, so it is a small meeting room. Its disadvantages are: first, there is no customized table cover, such as 10 table cover for meeting and 20 tables for meeting, and the tables are patchy, so one more table cover can be customized to facilitate the meeting of fewer people; Second, there is no audio equipment.

Wine problem: individual drinks are more expensive than hotels of the same grade, and the consumption psychology and hobbies of guests to buy drinks and mix them into the room are not fully grasped. During the third quarter of XX, we investigated the drinks in individual hotel rooms, and made corresponding adjustments. We cancelled pistachios and replaced soda water with Wang Laoji, with little effect. During the last two quarters, we maintained a monthly miscellaneous income of about 30,000 yuan.

Second, the quality of service and health:

The service quality remained relatively stable in XX years, and July and August were the periods when the customer service complaint rate was high. The main reasons for this situation are the housing rate during that period, the serious brain drain, the inability of new employees to integrate with other employees as soon as possible after entering the department, the lack of team consciousness and the lack of correct guidance from grassroots managers. Based on these factors, the department has carried out a series of internal rectification, starting with the mentality of the old employees. Do more ideological education, so that old employees can more deeply understand their roles and responsibilities in hotels and departments, and let old employees realize that hotels and departments attach importance to themselves, so as to achieve the goal of bringing new things with the old. In addition, in the constant combing of complaints, we found another factor of the problem, that is, the department staff's over-service and lack of family service, which either bored the guests or made them not realize the hotel's attention to the guests at all. Going to two extremes and not making guests feel at home, the department launched a series of interesting departmental and team training, coupled with the personal experience of managers, which avoided the deterioration of this phenomenon in the later period and became better.

Hygienic quality is the lifeline of guest rooms, and no part of the department can be sloppy. As always, the guest room adheres to the purpose of "employee self-inspection, minister inspection and manager spot check" and is constantly improved under the constant guidance of hotel leaders. Generally speaking, the occupancy rate and renewal rate of rooms in this hotel are relatively high. In this case, the room renewal is earlier every day, and the guests check in earlier every day. In order to provide rental rooms to the front desk in time, the rooms have been in a state of "grabbing rooms" almost all the time, and the rooms have been short of manpower for some time. Even with these objective factors, the department is still under the tolerance and trust of hotel leaders. The corresponding adjustment was made in time. The original situation of all fixed floors of the health class was changed to a single fixed floor, and the floors were changed by special personnel, and three people went to work to make up for the vacant posts in special time periods. The rest were arranged flexibly, which further improved the spirit of unity and cooperation, achieved on-call help and mutual assistance, and kept the lifeline of the guest room.

Third, supporting facilities and equipment:

In order to improve the room occupancy rate, the hotel issued relevant work arrangements for XX years at the end of XX, one of which is to take XX years as the year of room facilities improvement. During this year, hotels and departments around this work focus, increased the collection of guests' opinions, strengthened communication with peers, and paid more attention to employees' suggestions. When hotel conditions permit, the corresponding rectification items are as follows:

15 rooms from the seventh floor to the sixth floor were put into use in the early stage, and the shower curtain was cancelled and replaced with movable glass doors, which was convenient for guests to shower and prevented the bar from splashing and flooding.

The lunch box on the fifth floor has been transformed into a new guest room. The main features are that the glass doors in the bar room and shower room are double open, the room is powered on quickly, and the carpet is new. In addition, the renovated triple-room and triple-room suites can meet the special needs of individual travelers and have been well received by guests many times after being put into use.

3. The linen basket is added, although it is not completely equipped, but it greatly prolongs the service life of linen, reduces the washing cost and strengthens environmental protection;

4. The shower room uses mildew-proof glass glue and white cement, which reduces the phenomenon of black and yellow glass glue in the past and improves the aesthetics of the room;

5. According to the TV viewing situation in Shenzhen, give priority to the installation of digital TV in guest rooms to realize the integrated operation of digital TV and VOD, so that guests can watch more favorite programs in the room;

6. Give at least three kinds of seasonal fresh fruits (the cost is less than 30.00 yuan) to the guests who have stayed in the hotel for more than ten days, and print a thank-you letter to thank the guests for their trust and support, ensure the steady increase of room occupancy rate, and collect more guests' opinions, so as to facilitate the effective rectification of hotels and departments;

7. Borrow a washing machine from New World Hotel, clean the guest room carpet regularly, and strengthen the maintenance of the guest room carpet.

Fourth, training:

During xx years, the department has issued and updated relevant rules and regulations, management manuals, training manuals, fire files, health files, emergency plans and energy-saving plans. In view of the efficiency and quality of employees, the hard and clear provisions of relevant standards have been formulated, such as: ward round time, customer service time, workload, hygiene standards, cleaning time, cleaning standards and so on. , and also sorted out many cases for historical complaints from guests. Constantly train employees in theory, and organize corresponding skill competitions through the surplus funds of departmental activities spontaneously organized by the department every month, so as to reward employees with solid basic skills in skill competitions, so as to retain more outstanding employees and encourage all employees to strive to be the backbone of the department. However, in order not to affect the rest of employees, the department training has formulated corresponding measures. During the training period, the training shall last no more than two days per week and no more than two hours each time, so as to ensure the normal rest of employees and not affect their mood.

Verb (abbreviation for verb) Material management and cost control:

In XX years, there were many deficiencies in the department's material management and cost control. It is worth mentioning that there were three cases of missing items in this department during this period, which affected the sales of guest rooms.

According to the actual situation of hotels and departments, there is no fixed, easy-to-manage warehouse with enough storage space, which often leads to a lot of materials in the department having no place to store. In addition, the replacement of warehouse personnel in the competent department makes the new employees have a weak sense of responsibility and poor material control ability, which leads to repeated shortages of materials. In view of this situation, the department implemented the ministerial management responsibility system, and divided the warehouse into a ministerial management, which was constantly checked by the manager and avoided in the follow-up work.

VI. Personnel:

Department employees come from all corners of the country, and 2/3 are interns, generally younger. In order to strengthen the cohesion of employees and prevent them from homesick, the department basically insists on organizing activities once a month or every quarter to make employees feel the warmth of home.

Seven, engineering:

Engineering maintenance project is one of the key work of the guest room. The high occupancy rate of guest rooms makes the progress of engineering maintenance slow. Often, old projects have not been dealt with more than half, and new projects are emerging one after another. Under the attention of hotel leaders, the guest room and the project held coordination meetings for many times to ensure that the engineering maintenance project was handled in a planned, reasonable and timely manner. The relevant system of engineering maintenance has also been formulated within the department. Do a good job in the daily inspection of engineering maintenance projects by ministers and employees, report the statistics of engineering maintenance projects to the general manager every half month and pass them on to the engineering department, and the manager will arrange the key projects of engineering maintenance in a planned way. Employees can report themselves for self-inspection, and the minister will check and urge them in time.

In view of the problems existing in the guest room, the following work plan is formulated:

First, strengthen communication and coordination with the front office, public relations marketing and engineering, do a good job in maintaining and cleaning the planned control room, ensure the timeliness of room rental, go to hotels of the same grade in Shenzhen more often, constantly learn from the experience of peers, effectively rectify the department, keep the room rental rate at around 90%, increase the monthly income to more than 6,543,800+0.2 million, and complete the business indicators issued by the hotel.

Second, in view of the phenomenon of many permanent guests in the hotel, it is suggested that all departments collect the opinions of the guests, formulate a series of "permanent guest cards" in the front office, register the relevant information of the guests, improve the personalized and characteristic service, leave a deep and beautiful impression on the guests, and use the publicity and word-of-mouth effect of the guests to increase the reputation of the hotel.

Third, increase the face-to-face communication and coordination between employees in this department and employees in other departments, and hold more coordination meetings, presided over by department heads and attended by all employees in the department, so that employees can communicate more and think from other's perspective to ensure the normal operation of related work in the department.

Four, according to the department's work policy, constantly improve and update the department's management system, can achieve clear responsibility to people, rewards and punishments in place, be clear, clear, reasonable, rigorous and operable, so that all employees can actively and consciously abide by it.

5. Strengthen regular coordination with the engineering department, and deal with the engineering problems existing in the guest rooms one by one, such as painting project, maintenance project of Zhao Kai Company, deformation project of moldy and decayed wooden boards, water seepage project, broken mirror glass project, overall decoration project, blackening and yellowing project of glass glue, cracking of door frames, slow supply of hot water, etc.

6. The reject rate of linen is increasing gradually. Coordinate with the washing company to formulate relevant measures to improve the washing quality, strengthen the ideological and moral education and operational skills training of employees, reduce the scrap rate, and contact the washing company or relevant units in time to modify and use. A detailed list of compensation for scrapped linen in guest rooms in 2005 is attached. It is suggested that the spare linen needed by the hotel should be purchased in March to avoid the shortage of linen and the inability to rent a room in time.

Seven, strengthen the investigation of peer room wine equipment, timely corresponding rectification, take the initiative to solicit the opinions of the guests, ask the guests what kind of hotel they like to stay in, seek sales business, and strive to increase the miscellaneous income of rooms to about 40 thousand per month.

Eight, continue to solicit the opinions of guests, employees and peers, put forward a reasonable plan, and report it to the hotel leaders for approval to improve the room products. Such as: anti-theft buckle, shower goods rack, service guide, guest compensation price list and so on.

Nine, change the business guide and Chinese and English yellow pages in the guest room to ensure that guests can browse and find accurate information in the room.

Ten, for the management of employees, we should adopt the preaching method of combining rigidity with softness, improve affinity, narrow the distance with employees, organize more departmental activities and corresponding skill competitions, cultivate more departmental backbone forces, and improve employees' loyalty to the hotel.

Eleven, in view of the aging of some tools and guest service facilities in guest rooms, communicate with suppliers, strengthen maintenance, and arrange special maintenance work regularly and systematically.

Twelve, pay attention to the training of grass-roots management personnel in the department, teach more work experience, ensure the unity of thinking in the department, and strive to achieve one move in place.

Thirteen, formulate a regular and planned procurement system, put an end to waste and backlog in material management, and ensure the quality of purchased materials. Implement the team management system, follow the working principles of "who is on duty, who is responsible" and "who manages, who is responsible", standardize and refine the room rate, prevent waste in various ways, cooperate with the hotel to truly realize "paperless" office, and train departmental employees to use departmental computers reasonably for various operations.

Fourteen, constantly enrich themselves, improve the comprehensive ability, increase the training of department employees, ensure the quality and hygiene of room service, make the overall level of rooms go up a step, strengthen rotation training, cultivate the generalist of the department, and avoid the loss of employees affecting the normal operation of the department.

15. Indoor plants should be inspected once a week and replaced once every half month to ensure the freshness, brightness and integrity of indoor plants and improve the indoor aesthetics.

Sixteen, strengthen communication and coordination with PA, and increase the maintenance of guest room carpets and floors. Because the PA machine is too big, many dead corners of the floor can't be handled, and the manual treatment effect of the guest room is not good. It is recommended that the hotel buy a small hand-held grinder to facilitate the maintenance of the guest room floor.

Seventeen, based on xx years, the hotel has been blacked out many times, and there have been typhoons, rainstorms and other phenomena, strengthen the theoretical and practical training of relevant emergency plans to avoid accidents in emergencies.

There is a long way to go, opportunities and difficulties coexist, and the gap between goals and reality requires us to face and meet challenges. Here, I will seriously follow the instructions of the hotel leaders and call on all the staff of the department to unite and work hard to make the guest room work by taking it to the next level.

Model essay on the annual work summary of the front desk of Pien Tze Huang Hotel

As a receptionist in xx Hotel, I have always maintained a positive working attitude in 20XX and constantly improved my working ability. Although I am just an ordinary front desk in the hotel now, I believe that the road ahead will always be open for me as long as I work hard. My present position is the floor of our work tower. I must break through myself, and my position will be promoted when I can reach the next level. So I have always been very strict with myself in my work, in the past and in the future. Looking back on my past work recently, I feel a little confused. I will put away my next job summary and let myself sort out and absorb the past. My hotel front desk work is summarized as follows:

First, in the reception work.

As the front desk, our most important job is. No matter what happens, you can't lose your manners at work! Before that time, even at work, I was constantly learning etiquette, observing what my colleagues did, and observing the excellent places in her every move. Although there are some imitations, I do find many shortcomings in constant comparison. Even if it is effective, it is better than stopping. In my future work, I will continue to improve my manners.

After etiquette, work is the basic work of the hotel. From recommending rooms and services to handing over room cards to customers, the work during this period is very important. My method is to judge how many rooms and what kind of rooms the guests need according to the number and age of the guests. According to their luggage, talk to them and find out how long they will stay. According to these conditions, we can well judge what kind of house customers want to live in. But this leads to the need to be single-minded when receiving customers, which is very prone to problems. I dared to make such a judgment after remembering the specific room style and the situation at that time in our hotel.

Second, in the cashier work

As the front desk, we are not only the reception of customers, but also a member of hotel finance. In the face of customers' payment, we need to register and change, and we need to carefully record these bills one by one. I am very careful in this respect every time, and every sum of money is recorded clearly. But it also caused my work speed to slow down when I took notes, which caused many customers to complain when they got together once, so I will improve my sketching ability in the future, but I must ensure that my handwriting is clear and accurate.

Third, summary.

Generally speaking, it is not a day or two to improve yourself. Although I haven't made great progress this year, the important thing is to stick to it! I can make a little progress every day, and every little makes a mickle is a big leap!