Summary of Hotel Front Office Manager's Work

As a hotel lobby manager, what kind of summary will you make in your work? The following is a summary of the work of the hotel front office manager carefully compiled by me for your reference! I hope I can help you! Stay tuned for more exciting content!

Summary of the work of the front office manager of the hotel -20XX is an extraordinary year for the hotel. Since the reform of the hotel, the front office has actively cooperated with the marketing department to receive meetings of different types and sizes, the most obvious being the reception of meetings on XX Street. The successful reception of the meeting has been unanimously recognized by the leaders of XX Street, and the hard work of the employees will always bring a satisfactory result. However, although we have gained some reception experience from the conference reception, there are still some shortcomings, passive service and all the work failed to meet expectations. In view of this situation, we will sum up rich experience in the future work reception, learn from each other's strong points, make the future reception work better and more standardized, and build our own brand.

The season of the year is in spring and one day is in the morning. According to the changes in the development of the hotel industry, some preferential activities have been launched in cooperation with the housing management department in the off-season of housing. In addition to the preferential price, guests will also be given free fruit, provided that the room rate is 150 yuan or above, followed by the room rate of 100 yuan for guests who have stayed for more than 8 times, and they will be given a free day when they check in next time, provided that they have the same certificate, so as to attract more repeat customers and let them come again. These preferential activities have been unanimously recognized by the guests, and the hotel will also give you a free day.

The lobby is the sales window of the hotel. In the promotion of housing prices, especially receptionists, how can they sell their services? This requires our receptionists to master certain skills in the promotion, according to the order from high to low price, but often we are still lacking in this respect and do not realize the importance of the work. When guests come, it is not enough to introduce and sell our services mechanically. Even in software services, it is not very flexible and proactive. Therefore, it is the most important thing for receptionists to learn to sell, so as to sell the best products of the hotel to the guests, and the guests are willing to accept them. This is a skill, which will be implemented as a key point in future work.

From the work observation in the past year, from the bellboy to the receptionist, the service lacks the initiative and enthusiasm of the hotel staff. Guests come without greeting, ask without answering, and leave without sending. This is the most basic. Is the last mistake you should make. Of course, some employees do better. In the future work. As the front office staff, we should be smiling, polite, enthusiastic, thoughtful and highly responsible according to the training standards in order to win more repeat customers.

Hotel staff changes frequently, and fresh blood will always be added from time to time. There are many newcomers this year, and the new employees after training have different business knowledge and their own quality standards. In this case, according to the needs of the work, the receptionist and bellman should be trained in business knowledge and skills once and for all. Its purpose is to firmly establish staff work, deepen business knowledge and carry out work better.

Summary of the work of the front office manager of the hotel II. I have been working in this hotel for half a year before I know it. From the beginning of understanding the front desk to the present independence. I believe that apart from my own efforts and efforts, what I left the hotel brought me was training and the support of the old staff 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, 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 always believe that customers are God, and I always try 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 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. 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.

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 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.

According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of rooms to promote sales. 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 they leave the hotel, so they usually complain to us about the hotel service when they check out, 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! Brothers and sisters of XX, work hard for our tomorrow!

Summary of the work of the front office manager of the hotel. It is a great challenge for me to take over the front desk work from March this year. Before entering the working state, I should be familiar with the working environment, get to know each other with employees, purposefully reduce strangeness, and quickly integrate into the big family of XX.

Second, after having a basic understanding of the hotel's management mode and customer structure, we should adjust our own state and management mode appropriately and initially establish good cooperative relations with new and old employees and departments.

Third, to cooperate with teacher training, strengthen plan management and procedure operation, so as to achieve the requirement of significantly improving service quality.

As for the first two points, I believe that with years of hotel experience and modest personality, I have quickly entered this circle. The key third step is that after 50 days of training, the staff of the department are polite; Appearance and work skills have made some progress, but when it comes to the plasticity of employees' quality service; The efficiency of departmental work is another long-term goal.

Summary of reception work

The work at the front desk has come and gone this year, and there are many novices. From the opening to the present, the staff has hardly been neat. Although the work has been basically carried out, there are still many unsatisfactory places, which are manifested in the lack of active and enthusiastic service consciousness, impatient and blunt attitude and poor sense of responsibility. For example, the demands of guests are just a simple point of responsibility. I seldom understand and urge the result of the incident, and I am often complained because I neglect my guests, which is reflected in my carelessness in my work, such as improper account handling, insufficient unity and cooperation, especially insufficient cooperation between other departments, and even fierce disputes. Fourth, the labor discipline is general, and the phenomenon of off-duty is serious.

Objectively speaking, these problems may be caused by shortage of manpower, long working hours, easy fatigue and long-term emotional instability. In this case, some systems are not strictly enforced to stabilize the team. Subjectively, there are also behaviors that ignore ideological discipline and protect norms too much. The service standards such as humility, patience, smile, thoughtfulness and speed required by the reception desk are not as good as expected, and there is still much room for improvement.

Second, be strict with yourself and correct your shortcomings.

As a review of my work for more than half a year, I hope I can correct the following four deficiencies in my future work, so as to carry out my work better and more smoothly.

First, at work, we should be good at understanding others, be tolerant of others, keep forging ahead, pay attention to cultivating our own abilities and qualities, and strive to become an expert in our own work.

Second, we should have a high sense of responsibility at work and establish smoother communication channels.

Third, we should always observe ourselves from the standpoint of others, treat ourselves realistically, find out our weaknesses and admit our shortcomings in our work.

Fourth, strengthen internal management, mobilize the enthusiasm of employees, and make our public areas more warm and tidy through joint efforts.

Third, improve the quality of managers.

Hotels are young workplaces. Hotel service should be full of joy and vitality, and keep a happy heart at work. Only in this way can the national costume make a qualitative leap. On this basis, we must unite and cooperate to carry out all the work smoothly. Only by orderly competition can the service quality be improved.

1 managers should have a big picture (eyes can't just stare at their own departments, and ideas that have nothing to do with themselves will hinder management progress).

2 managers should have the courage to take responsibility (try to solve problems first, instead of shirking responsibility first and summing up gains and losses afterwards)

3 managers should try their best to be fair; Fair and open (employees are the foundation of enterprise development, and the success of enterprises is the success of employees first, and employees who are treated correctly exert more energy)

Managers should have the ability to arouse the enthusiasm of employees (this is particularly important, most of the hotel's work is boring and tedious, plus other reasons such as life, employees will inevitably feel depressed. If the atmosphere of dissatisfaction or even pessimism is suppressed, even if the work can be completed, the products provided are unqualified. As the saying goes, details determine success or failure, and hotel management is no big deal. Doing small things well can achieve great things. The quality of service depends on the degree of detail work. Only when the detail work is done well can guests feel the existence of service, which has been fully reflected in the management system of villa decision-making level.

Four. Other suggestions

1 Prepare the summary meeting before and after the monthly departmental coordination meeting or large-scale reception.

2 once a week, health examination attended by management personnel.

Every week, each department evaluates 1 service stars, and the most outstanding employees at the end of the month.

4 regularly hold skill competitions (such as making beds in guest rooms; The winner of the restaurant will get an evaluation score.

5. Set up a staff activity room or carry out cultural and sports activities.

6 set up in-store news column (report or announce things related to the hotel)

The part of salary deducted by employees due to attendance is returned to the department as activity funds.

8 set up a suggestion box

Give small gifts to employees on their birthdays

Verb (abbreviation for verb) 20XX work plan

Due to the particularity of XX Villa, it not only undertakes the reception of government affairs, but also undertakes the reception of higher authorities, and is also open to social tourists. Looking forward to 20XX, with the completion of the renovation of Building 1, the whole villa XX has kept pace with high-standard hotels. In order to have a supporting front desk service team, the front desk work should be adjusted as follows.

1. Considering the nature, scale and business volume of the hotel, in order to ensure the efficiency of the front desk and facilitate customers, correctly set up the organization and staffing of the front desk.

2. As for the nature of hotel service, every specific job has its specific special skill requirements. Standardizing post work rules and service processes is not only an objective measure to measure whether employees are qualified, but also a basis to guide employees to meet the minimum requirements.

3, customer service is a holistic and systematic work, not a person or a department can do it, in order to ensure the success of operation management, we must emphasize the overall operation, the supervisor should master the methods and skills of effective communication, do a good job in internal and external, horizontal and vertical communication and coordination, and achieve efficient service through integration and optimization.

4. Strengthen internal management, strictly implement various work indicators and rules and regulations, put an end to employees' paralysis, and strengthen safety awareness and awareness of energy conservation and emission reduction.

5. Combine the hotel's software and hardware updates, strengthen customer visits and improve the customer history file system. Be familiar with the investable customers of the hotel, clearly reflect the centralized problems from the guests, listen to the customers' opinions, keep close contact with the guests to promote emotional exchange, and ensure a certain customer base.

6. To establish a hotel marketing public relations communication network, one of the key points is to establish a perfect customer history file, and receive customers and customers with development potential according to the signing of key customers and meetings. , to record the customer's unit, contact person's name, address, annual consumption, etc. Maintain business contacts with important customers such as government agencies, enterprises, institutions and business people, and serve customers by telephone, messaging and other platforms at the end of the year or on major holidays and customers' birthdays. Invite customers to participate in major events of the hotel,

7, the focus of the training work in addition to standardizing service procedures, but also pay attention to cultivating love and dedication; Unity and dedication, manners and manners can show a person's good comprehensive quality.

Facts have proved that the management method of Rouk Steel is still effective. For example, after the salary standard was announced, many people's thoughts fluctuated greatly because they did not meet everyone's expected standards. Of course, in order to appease the depressed discontent, I also stated my thoughts on behalf of everyone. As the employee's spokesperson and superior executor, I am deeply gratified that my two difficulties have been tolerated by the leaders.

After the teacher's training and under the guidance of xu teacher, the overall work of the front office has been carried out in an orderly way, all work requirements have been improved, and the operation process and management system have been established. Leaders sometimes point out the shortcomings in their work out of strict and standardized requirements, which will make me feel embarrassed at first, but as long as you are really interested in your work, you will find that your mistakes are actually very obvious.

Perfection is an idealism, and Excellence is an attitude.