Working experience in a hotel

The hotel mainly provides accommodation services, living services and facilities, bedtime services, catering, games, entertainment, shopping, business centers, banquets and conferences for tourists. I want to give you some insights about working in a hotel. I hope it will help you!

Hotel working experience 1

20__ years passed quickly. In this year, with the joint efforts of all levels, the operating performance of our hotel has been greatly improved. The lobby has been renovated to make the hotel's services more perfect. At the same time, rooms 5f and 6f are equipped with broadband, which meets the needs of more business guests. All these have brought vitality and hope to the hotel. The renewal of hotel equipment, the improvement of service items and the further improvement of staff service level make our hotel enjoy a high reputation in the hotel industry. These are the effective management of store-level leaders and the efforts of hotel employees. Therefore, hotels pay more attention to the spiritual civilization construction of employees. This year, in the case of continuous employee turnover, all employees can still overcome difficulties, forge ahead in unity, and successfully complete various reception tasks assigned by the hotel. Throughout the year, * * * received VIP delegations and numerous meetings, which were well received by the guests throughout the reception process. In the past year, the front office has done the following work:

First, strengthen business training and improve the quality of employees. 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 our focus. This year, we have made detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in July this year, all the staff in the front office conducted a one-month foreign language training, which laid a certain foundation for this year's star rating. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.

Second, instill in employees the awareness of "increasing revenue and reducing expenditure" and control costs. "Open source and reduce expenditure, open source and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the hotel's call to carry out cost-saving activities and control costs. In order to save money, the front office bought plastic baskets with team keys, which reduced the use of key bags and room cards and saved hotel expenses (in the past, both teams and individuals had to fill in a room card and use a key bag, but after passing through the team room without using room cards and key bags, the expenses were greatly saved, with room cards 0. 18 yuan/piece and key bags 0./kloc. The business center uses overdue reports to print draft paper; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.

Third, strengthen employees' sales awareness and skills, and 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 promotion activities, such as fan room, bonus card, vouchers, thousand yuan card and other promotional activities. While giving preferential policies to the hotel, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we must try our best to keep them."

Fourth, pay attention to the coordination between various 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. Model essay on summary of hotel front desk work

Five, strengthen the management of all kinds of statements and customs declaration data. According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Compared with the room income in 20___, the room fee increased, but the income decreased by _ _ yuan, mainly due to the vicious competition between hotels, which led to the decline of average house price, the increase of occupancy rate and the decrease of income. The room profile table is attached.

The achievements are gratifying, but we also deeply realize and realize the shortcomings:

1, the service lacks flexibility and initiative.

2. The aging of switchboard equipment leads to poor lines, which often causes complaints from guests.

Some new employees are not skilled in their work.

4. The photocopiers and printers in the business center are aging, and the copying and printing effect is not good, which directly affects the income of the business center.

According to the new sales target and task of the hotel to the business department, 20__ is an important year for the front office. In order to cooperate with the sales department to complete the task, the work plan for 20__ years is specially formulated:

1, continue to strengthen training, improve the overall quality of employees and improve service quality.

2. Stabilize the workforce and reduce employee mobility.

3, "hardware" aging "software" supplement, through improving service quality to make up for the lack of equipment aging.

4. Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel.

The new year is about to begin, and all the staff in the front office will provide quality services to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".

Working experience in a hotel II

Unconsciously, 20__ years passed quickly, and 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, 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 at this time, please sit down and wait.

Third, pay attention to manners. 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 for them, 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.

Fifth, communication and cooperation between various 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!

Working experience in a hotel

For this job, I can do my job seriously and practically. Although I only play an ordinary role, this role is not only as simple as collecting money, but also has many complicated procedures. During my work, I learned a lot of experience and gained a lot of knowledge.

But as a cashier, you must have a positive, enthusiastic, proactive and thoughtful attitude to serve every customer. Occasionally, you will encounter many unpleasant things at work, but you must overcome them without negative emotions, because this will not only affect your mood, but also affect your attitude towards customers. We meet different guests every day, and different guests have different tempers. We should provide different services for different customers, because the constant purpose of this industry is "customer first". When facing customers, always keep a smile on your face and provide polite service to make customers feel cordial. Even if we encounter some unpleasant things in the service work, if we still greet them with a smile, then unreasonable guests have no reason to lose their temper. The so-called "meet and laugh" makes customers happy and comfortable.

Although this is just a simple cashier, it is so insignificant to others, but it has taught people a lot of truth and improved our own quality. Keep learning, improve your moral cultivation and service skills. "Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Even an ordinary cashier can walk the sky we want as long as she keeps moving forward!

The following are some ideas that I personally realized during my work that I must understand and ask myself:

1, anxious about what the guests are anxious about, thinking about what the guests think. Every day, I will meet different types of customers and provide different types of services for different types of customers. Its service tenet remains unchanged: customers are God!

2. Smile at customers. Let customers feel at home with the most intimate side. Even if you encounter unpleasant things in the checkout service, you can still say hello with a smile. I believe that no matter how unreasonable the customer is, there is no reason to lose his temper.

3. Don't be uncertain about the guests. When the needs of the guests need the assistance of other departments or individuals, they should consult clearly before making a decision, because the guests want the most accurate answer. But in any case, this doesn't mean that you don't have to try your best to solve the problem for the guests. The key is to let the guest know that his problem can't be solved immediately, and you are really trying to help him. Many guests asked the front desk to issue more invoices, but we refused. We understand and suggest that guests can tip at other operating points and include them in the room rate, which can not only increase the income of the hotel, but also meet the needs of guests, but must not violate the principle in order to echo the guests.

4, consider how to make up for the mistakes of colleagues and departments, to ensure that guests check out in time to make guests 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 service at the checkout, and these problems are not caused by the cashier. At this time, it is best to avoid shirking or blaming the departments or individuals that have caused difficulties. The style of "making much ado about nothing and hanging high" is the least desirable. Instead of making up for mistakes, it makes guests doubt the management of the hotel, thus deepening the distrust of guests. Therefore, to play the intermediary function calmly, the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, ask the guests for advice. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and trusting relationship between customers and us.

5. Keep learning and improve your moral cultivation and service skills. Constantly self-learning, constantly honing personal conduct, improving moral cultivation and improving service skills. Let's take vigorous steps and keep moving forward so that we can fly high in the sky.

Believe me, I can do better. Thank you for your appreciation. I love this job, and I will do it well! Dear colleagues, fight side by side for us.

Working experience in a hotel

Time flies, and unconsciously ushered in a new year. In the coming 20___, with the care and help of company leaders and colleagues, I successfully completed the corresponding work. Now I will make a summary of the work in 20___.

First of all, reception at the front desk.

From 20th to July, I worked as a receptionist. The receptionist was the first person to show the company's image. At work, I work in strict accordance with the requirements of the company, treat every visiting customer warmly and point it to the relevant office, which provides convenience for leaders and customers. In the past year, * * * has gained about 1000 users.

Second, the reception of the meeting

1, foreign conference reception. Participated in the reception of Protoss Unicom Provincial Finance Meeting, Operation and Maintenance Department Work Meeting, Human Monitoring Training Meeting, etc. In this foreign conference, I arranged the venue in strict accordance with the high standards required by the conference, actively coordinated hotel-related matters, and provided good service during the conference. In this process, I learned more about treating people, serving food and giving gifts, and accumulated a lot of experience.

2. Internal meeting management. Arrange meeting rooms reasonably according to the needs of various departments, avoid meeting conflicts, and pay attention to relevant registration, sanitary maintenance of meeting rooms, and after-care inspection of public goods. To provide better service to our staff. In the past year, * * * arranged more than 500 internal meetings.

3. Video conference management. When holding a headquarters or provincial video conference, according to the notification requirements, turn on the video system on time half an hour in advance to ensure that the conference is connected on time, and there is no meeting delay this year; When meeting with counties and districts, make an appointment in advance and call all terminals to ensure that all counties and districts can attend the meeting normally.

Three. Expense reimbursement and contract entry

In this regard, in strict accordance with the company's requirements, the reimbursement form will be received on Monday, signed by the leader on Tuesday, and then entered into the erp system to do a good job of registration. Over the past year, more than 1000 reimbursement forms have been entered. More than 20 contracts were signed.

Fourth, comprehensive affairs work.

20___ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Later, he took over the work of information editing, meeting minutes, the window of China Unicom, and the management of administrative library. By the end of June, 1 1, * * received about 300 public security inquiries, and handled them enthusiastically, strictly in accordance with company regulations. Send and receive about 90 foreign documents, so as to upload and distribute them in time without delay. 20 pieces of materials were submitted, and 2 issues were compiled. Do a good job in the registration and storage of small fixed assets such as notebooks and desktops, contact maintenance outlets in time to maintain computers, strengthen communication with them, and ask for spare machines for us to avoid delaying normal work.

Verb (short for verb) Other jobs

While completing my job, I will conscientiously complete the random work assigned by the leaders, actively participate in various activities organized by the company, and assist leading colleagues in preparing for the first staff sports meeting; Won the first place in the protoss Unicom honesty speech activity; Protoss Unicom won the third prize in the integrity speech contest, and is currently actively preparing for the 20___

Sixth, shortcomings in the work.

Lack of initiative in work, less communication with leaders, insufficient consideration and meticulous consideration. Lack of writing skills, failure to grasp the highlights of the company's information in time in the information submission link, resulting in low quantity and quality of information, affecting the company's information ranking in the province.

Seven, 20 _ _ _ plan

1, strengthen self-study, combine the reality of the General Department, consider the details, closely follow the leaders' intentions, coordinate internal and external relations, and solve problems for the leaders.

2, actively learn from other units, hotels and other conference reception experience, improve the reception level, enhance the company image.

3. Do a good job in trade union work, carry out meaningful activities, strengthen communication, and continue to carry out "Trade Union send warm" activities.

4. Strengthen canteen management, conduct market research, increase cost control, and create a warm, comfortable and low-cost dining environment.

20___ will pass, and 20 _ _ full of challenges and opportunities will come. In the new year, I will sum up my experience, overcome my shortcomings, strengthen my study and do my bit for the company's development and growth.

Working experience in a hotel

Unconsciously, I have been working in this hotel for one year. 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 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 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 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 one cashier can be assigned, 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. During this year, I mainly did the following work:

First, strengthen business training and improve their own quality.

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. I regularly conduct telephone language skills training, receptionist etiquette and sales skills training, and 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 a problem, I can 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 some 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, and make guests 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 service, and these problems are not caused by the front desk staff. 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 front desk 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.

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