Personal summary of probation period at hotel front desk

Article 1:

Time passed silently in a blink of an eye, and the probation period will be over in a blink of an eye. During this perio

Personal summary of probation period at hotel front desk

Article 1:

Time passed silently in a blink of an eye, and the probation period will be over in a blink of an eye. During this period of work, I have a clear understanding of the company's development process and management, as well as personal responsibilities. As a hotel receptionist, it is necessary to have an important understanding of the front desk work. This position not only reflects the image of the company, but 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. With the understanding of its importance, I further thought about how to do my work well. The following is a summary of my work during my internship:

First, tidy up the items at the front desk at work, and check whether all electrical appliances are in good condition and whether the power supply is turned off.

Look at the memo of that day and see what else to do. The front desk lobby should always be clean and generous. Newspapers have to be sorted out every day. When there are not enough drinking buckets, please ask Mr. Luo to deliver water in time. When there are not enough items needed at the front desk, you should apply for purchase in time, such as paper towels and copy paper. When there are not enough brochures in the reception room and lobby, they should be supplemented in time. When the fax machine, copier and printer are out of ink, you should call Miss Zhao to add ink. If the items at the front desk are broken, such as curtains, call a mechanic to repair them; If there is something wrong with the telephone line, you should ask the telecommunications bureau for help. We must find a solution to any problem.

Second, receive the fax and pay attention to the receiver.

Pay attention to who the other party sends it to and ask about the contents of the fax to avoid receiving spam. After receiving the fax, it should be handed over to the relevant personnel in time to check whether the fax is leaked. If the other party is an automatic fax, you don't have to receive it. After sending the fax, pay attention to whether the other party has received it and whether it is complete and clear. When copying, pay attention to the integrity of the copied data to avoid the omission of the copied data. Sending and receiving faxes and photocopies should be registered. If there is a letter, it should also be handed over to the relevant personnel in time.

Third, the front desk receives guests. To do this work well, the most important thing is service attitude and service efficiency.

When you see a visiting guest, you should immediately get up and say hello. When visiting a guest for the first time, you should ask the other person's name clearly, find out who has something to do with it, and inform the relevant person in charge after knowing the purpose of the visitor. Among them, you should also know whether to leave the guests in the reception hall or reception room, or to lead them to the office and reception room of the person in charge. Smile at the guests, be patient and meticulous, and be kind and generous. After the guest is seated, pour the tea and inform the guest that the relevant person in charge has been notified. A moment, please. The reception room is air-conditioned in summer and open in winter. At the same time, the reception room has no odor and the air is smooth.

Fourth, pay attention to polite language when transferring calls.

In terms of telephone etiquette, we should use the company's standard language: hello! Xx Company! Then ask what's the matter, ask who the other party is looking for, what's your name, and transfer it to the relevant personnel after understanding the situation. Familiar with the office phone number of employees in the company. If the caller is advertising, selling or networking, these calls have nothing to do with the company and will be rejected. If someone is looking for Mr. Li, pay attention to whether the other party is really looking for Mr. xx for the company. If you can't judge, you can transfer it to Mr. xx. You should also ask the phone number of manager xx, and remember the phone number of the leader clearly. When you see a leader calling, you can also greet him kindly.

Worked at the front desk for more than four months, with a small scope and little work content. However, I also have some shortcomings. If you don't concentrate enough at work, you will be confused, but you will urge yourself to correct it. If I am lucky enough to pass the probation period and become a regular employee, I will work hard to improve quality, efficiency and sense of responsibility. The following is my self-planning:

(1) Strive to improve service quality, be fast and efficient, and make no mistakes;

Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them; When answering the phone, you should constantly improve your language ability, answer the guests skillfully, and try your best to satisfy every customer.

(2) Strengthen the study of etiquette knowledge;

For example, in spare time, we should seriously study etiquette knowledge and public relations, and understand the common etiquette knowledge that we must abide by when interacting with people, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, and skills to answer customers' questions. You can also take a class like Mei, and the knowledge is very practical. After class, people will be more confident and have more temperament.

(3) Strengthen communication with all departments of the company;

Understand the development of the company and the work content of each department. With these knowledge reserves, on the one hand, you can answer customers' questions in time and accurately, and transfer calls accurately. If you know that there is no one in a certain department, you will remind the caller, briefly explain when there may be someone, or briefly answer the questions that the customer can do, and seize the appropriate opportunity to promote the company.

(4) Strive to create a good prospect environment;

To maintain the good image of the company's facade, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.

Here, I will make a report on my work and experience during the probation period, and take this opportunity to formally request the company leaders to become full members. I hope that the company leaders can comprehensively consider my work attitude, work ability and work performance according to the requirements of regular employees, and I am willing to contribute all my strength to the vigorous development of xx.

Article 2:

It has been three months since I graduated from school and worked in xx Hotel. Three months' work has made me feel a lot. I cherish and appreciate this opportunity. Now I will summarize my work during the probation period in xx Hotel as follows:

First, keep a good first impression.

As the window of the hotel, the front desk is the first impression the hotel gives the guests. First of all, we should keep our image, smile and be full of energy, and greet our guests with our most beautiful side, so that every guest can feel our sincerity and enthusiasm when entering the hotel.

Second, pay attention to the preferences of guests.

When guests enter the hotel, we should take the initiative to say hello. When addressing guests, if they are regular customers, it is very important to say their names and positions accurately, so that guests will feel respected and valued. We also need to collect information such as guests' living habits and personal preferences, and try our best to satisfy the guests so that they can feel unexpected surprises every time they stay in the hotel.

Third, provide personalized services.

When the guests go through the formalities, we can pay more attention to the guests and ask more questions. If we are foreign guests, we can explain the local customs to them, take the initiative to introduce them to the locations of stations, shopping malls and scenic spots, ask the guests if they are tired, and go through the formalities quickly. When guests check out, they need to wait for a few minutes for room inspection. At this time, don't let the guests stand, ask them to sit down and wait, and ask them how they are staying or what they think of the hotel, so as not to make them feel. Further communication can make guests feel warmer and eliminate all kinds of unpleasantness encountered by guests in the hotel.

Fourth, smile service.

In the process of communicating with guests, we should pay attention to etiquette and politeness. It's impolite to stare at a guest all the time when talking with him. We should keep eye contact with our guests from time to time. Listen to the guest's opinions, don't interrupt the guest's speech, and keep nodding your head during the listening to show your respect for the guest. Smile when facing guests, especially when guests criticize us. 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. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, you should have some patience to explain to him. As long as we keep smiling, we will get unexpected results. In my opinion, only by paying attention to details, starting from small things and starting from bit by bit, will our work be better.

The work at the front desk gave me many opportunities to get in touch with the masses. In the conversation with them, I learned a lot about reality and what I should do well. This is how we have come, and this is also the result of our continuous progress. No one can tell what my future job will be like, but I know that as long as I work hard, I will definitely get what I want!

At work, we will see all kinds of guests coming in and out every day, providing them with different services and solving all kinds of problems. Sometimes work is really tiring, but I feel full and happy. I'm glad that I can be a receptionist. I'm proud of my work. I really love my post and hope to become a full-time employee of xx Hotel. I promise that in my future work, I will make a good personal work plan and strive to create my own glory here!