Annual work summary of guest room front desk

Annual work summary of guest room front desk

Summary is a written material that reviews, analyzes and evaluates a certain period, a certain project or a certain work after it has come to an end or been completely completed, so as to learn lessons and some regular knowledge. It can help us sum up our previous thoughts and carry forward our achievements. Let's write a summary. But I found that I didn't know what to write. The following is a summary of the annual work. The room front desk I collected is for reference only. I hope it will help you.

Annual work summary of guest room front desk 1 After graduating from school, I came to work in xx Hotel. From the room attendant to the assistant manager in the lobby, she learned a lot of knowledge that is not available in books. The following is a summary of my work in the first half of xx:

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 best image, smile and be full of energy, and greet our guests with our best side, so that every guest can feel our sincerity and enthusiasm when entering the hotel.

Secondly, 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.

Finally, 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 nod your head constantly 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 even better.

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 sincerely love my post. In the future work, I will make a good personal work plan and strive to create my own glory here!

With the care and help of leaders and colleagues in the past, the annual work summary 2. The guest room front desk has been able to work independently from knowing nothing about the reception work of the hotel front desk. Never dare to speak to communicate freely with guests! Now I will make a summary of this year's work.

The front desk is the starting point to show the image and service of the hotel. For guests, the front desk is the first step for them to contact our hotel, the first impression of the hotel and the facade of the hotel, which is very important. So the front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests begins with welcoming guests at the front desk, and a good beginning is half the battle. Recognizing its importance, we must do our work well. Therefore, in the past year, I have been strictly abiding by the hotel regulations. To sum up, it can be said from the following five aspects:

First, like all other service industries.

Politeness, etiquette: how to keep smiling, how to greet guests, how to provide services for guests, the language to be used in services, etc.

Second, pay attention to the image

The front desk is the first impression of the hotel and the facade of the hotel. Therefore, our front desk staff must ask the guests to wear light makeup, work clothes and have a good mental outlook, so as to maintain the image of the hotel and let the guests know and see our mental outlook of Yibang. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.

Third, the front desk business knowledge training

Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!

Fourth, the front desk English

It is a basic requirement for every receptionist to have a certain ability of English at the front desk, so as to better serve foreign guests. As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before.

Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment. Through such training, I understand a truth, you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!

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

Whether during working hours or during vacation, if the hotel 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 Yibang, I will contribute my strength to the hotel. Usually actively participate in the activities organized by the hotel, strengthen the feelings between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel. In order to work better in the future, we will continue to lay the foundation.

In the past year, I have many shortcomings, such as communication with leaders and colleagues, work. My colleagues and I suggest that guests often make me nervous. The new year is coming, and I will definitely overcome this mentality in my future work.

Although the work at the front desk is sometimes trivial, everything should be done seriously. So I will do everything with my heart. Thanks to the instructions of the department leaders and the opportunity given by the hotel, I will strengthen my study and work hard in the days to come!

Annual work summary of guest room front desk 3 The front desk is an important department in guest room management, which mainly undertakes a series of work centered on the actual sales of guest rooms. For example, for guests to check in, check out, check out and other practical work, the front desk is also a comprehensive department of room business activities and customer service, which plays an extremely important role.

As the window of the guest room, the front desk is the first impression of the guest room. We should keep our best image, smile and be full of energy, and greet our guests with our best side, so that every guest can feel our sincerity and enthusiasm when entering the guest room and truly feel at home.

Be familiar with the basic situation of guest rooms, understand the room type and its characteristics, master the operation process, and provide services such as check-in, check-out and guest inquiry for guests quickly and accurately. When guests enter the guest room, we should take the initiative to say hello and address each other. If you are a regular customer, tell the name and position of the guest accurately. Ask the guests what they can do to help. When they want housing, they should listen carefully to the requirements of the guests, and make the guests satisfied by observing and listening to the recommended room type and price. When describing the situation of our guest room, we should pay attention to the characteristics and advantages of our guest room. For example, our guest room has just been renovated, with complete facilities and convenient transportation, but the price is very affordable. Let the guests know something about our room, and if necessary, let the guests visit our room first. For guests with different personalities, different measures can be taken, such as: for introverted and hesitant guests, they can help them make decisions, give more suggestions and have a soft tone; For an extroverted and independent-minded guest, we should talk to him in a relaxed and happy way.

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 of Yichang to them, introduce them to the locations of stations, docks, shopping malls and scenic spots in Yichang, ask the guests if they are tired, and go through the formalities quickly to let them have a rest as soon as possible. When guests check out, they need to wait for a few minutes for room inspection. At this time, don't let the guests stand, please sit down and wait for a while and ask the guests to stay.

Guests will encounter all kinds of problems when they check in. After receiving the call, the front desk should immediately inform the relevant departments for handling. If you are not clear about the questions raised by the guests, please wait a moment and let us know when you understand them.

In the process of communicating with guests, we should pay attention to etiquette and politeness. Have you ever heard of "it's not surprising to be polite to many people"? When talking with guests, keep eye contact and don't stare at them with your head down. This is impolite. Generally, keep communicating every 3 minutes, listen to the opinions of the guests, don't interrupt the guests, and keep nodding when listening. This is respect for the guests. Smile in front of guests, especially when guests criticize us, we must keep smiling. Even if the guests get angry, they will disappear at this time, and many problems will be solved. Use more polite expressions, let the guests say hello when they come, see them off when they leave, and let the guests apologize. Don't argue with guests when talking to them. Even if the guest is wrong, you should have some patience to explain to him.

Once, when a guest checked out, the waiter found a smoke hole in his room. According to the routine, you have to pay, but the guests insisted that there was no such thing, and they were very angry and blamed us. At this moment, I smiled and said to him, "I know you didn't come back on purpose." Maybe you haven't noticed the location of the smoke hole. Shall I watch it with you? " Then the guest blushed and said, "Oh! Maybe that's what you said! Ok, you can do it for me according to normal procedures. " You see, changing the way you speak solves a problem!

The competition in the guest room industry is becoming more and more fierce, so we should pay more attention to details and do things well from an early age. At work, we will see different guests coming in and out every day and provide them with different services. My heart is happy, I am extremely happy. I am very lucky and proud to choose this job. I will continue to work hard in this position and give full play to my light and heat! !

Under the correct guidance of the general manager and the sincere cooperation of all departments, the annual work summary 4. The guest room front desk ushered in a new year this year and achieved gratifying results in social and economic effects.

As the front-line department of the hotel, the front office undertakes two major tasks: marketing and service. Under the strong leadership and support of the general manager, all departments worked together, and all employees Qi Xin worked together. The front office of 20xx focused on sales and service, and began to work from the aspects of attaching importance to training, daily learning, strengthening business level, reducing operating costs, caring about employees' ideological trends, and improving employees' working environment. The operation was successfully completed in 20xx.

I. Operating conditions

1, overall room management

Under the correct leadership of the general manager, 20xx received domestic guests/time, rented rooms, including 10 reception team, 10 meetings, 3 large-scale domestic and international events, and received VIPs from various ministries, provinces and cities for many times, which achieved good social effects for our hotel. On July 8th, we rented out 194 rooms, with the occupancy rate of 137.6%, and the operating income of rooms on that day exceeded RMB 654.38+10,000.

2. Self-employed and high-priced housing sales

In order to give full play to the role of front room sales, this year the hotel has formulated a better policy for the front room, giving the front room self-entry and high-priced room sales incentives. In order to arouse the enthusiasm of employees and give full play to their sales potential, the department has carried out a distribution scheme of multi-sales and multi-benefits, which greatly improved the sales awareness of employees. The department regularly organizes room sales training to find sales points for employees according to different dates, different time periods, different seasons and different customer needs, which greatly increases the sales success rate of employees.

book online

At the beginning of the year, the department signed the online operating system xxx with X-net, X-net and X-net, which greatly increased the convenience and timeliness of online booking and improved the booking rate of online booking. Through the online booking system of xxx, we can feedback the popularity, loyalty and satisfaction of the guests to the hotel, and get the fastest reply to the comments of the online booking guests on xxx. This year, the department arranged a special person to be responsible for online booking, which ensured the timeliness and accuracy of booking operation and the confirmation of online booking room control; Online booking daily reviews, night reviews, monthly reconciliation, and commission refund have all been well received by network companies, so network companies have increased their recommendations for our X-star hotel rooms. Online booking of rooms for sale, with a total amount of RMB, accounting for% of the total room rental.

Second, management.

1. The operation mechanism of the department was modified so that the management can manage and the employees can serve.

This year, under the unified arrangement of the hotel, the department operation mechanism was revised again, and the work flow, post responsibilities, organization chart and department management system of each post were unified, which established the basis for training, inspection, supervision and assessment, unified the department management and service standards, standardized the employee service process, and made the front office services smoother, clearer and more refined and standardized.

2. Scientifically and reasonably arrange rooms, strictly close reservations and ensure room occupancy rate.

In order to ensure the room occupancy rate and arrange rooms scientifically and reasonably, the room reservation is controlled by the manager himself. When the reservation is tight and there is no room type that the marketing staff wants, it is controlled by the manager and other personnel, so as to make the reservations of all units come in as much as possible. Secondly, we should strengthen the follow-up of reservations, and follow up the reservations of rooms above 10 three days ago and one day ago respectively; Follow up at least once for each shift booked on the same day; Guaranteed booking for online booking and personal booking; Thirdly, the specific departure time is determined when the guests check in.

3. Strengthen the on-site management and supervision of management personnel.

In order to ensure the quality of customer service and do a good job of on-site training, the department requires the assistant manager and foreman of the lobby to be on site at critical moments and positions. Once there are complaints from service and guests, they will immediately supervise and coordinate the work, implement the management functions of the managers of each position, do a good job of on-site training for employees, and improve their skills and service quality in customer service.

4. Timely and accurate reporting of domestic and foreign guest information has won unanimous praise from municipal and district public security bureaus.

This year, our hotel uploaded the information of domestic guests, and the information of foreign guests is 265 1. Foreign guests' information uploading requires a wide range of knowledge, and it is difficult to enter items. At the beginning of the year, the Municipal Public Security Bureau held a special meeting on uploading foreign guests' information. Over the past year, our hotel has timely and accurately uploaded the information of domestic and foreign guests according to the requirements of the municipal bureau, and the timely rate and uploading rate have reached the highest reception rate of X-star hotels, which has been praised by municipal and district public security bureaus for many times. In particular, on July 7th, 2 17 people uploaded foreign guests' information to our hotel * * *, without any omission or false alarm, which was highly praised by the exit-entry administration department. In order to ensure the timely rate and accuracy of information input, the department arranged two people to input it that day, working overtime until two in the morning.

5. The operating system of the switch has been upgraded and the working procedures have been simplified.

In April this year, the hotel changed the operating system of the main desk, which greatly simplified the working procedures and improved the working efficiency. In the past, the cashier's account needed to fill in manual detailed reports every day, and it took about 1 hour to fill in each shift. After the system is upgraded, you can print out manual detailed reports, which greatly saves time. After the system upgrade again, the identity scanning system was added to the main station, which reduced the manual input of employees and ensured the accuracy of ID card information input.

6. Replaced office supplies, and optimized the living and working environment of employees.

In order to create a better and more comfortable working and living environment for employees. At the beginning of the year, the department first changed the office supplies of each post, posted eye-catching tips on various folders, and kept all kinds of documents in order and the workbench clean and beautiful. Secondly, the inner table top of the main table was made, which increased the height of employees and paved the table top with carpet. Once again, the staff lounge was painted; Made an employee life corner and posted employee photos and personal quotations; Bought thermos cups for employees; Replaced the tables and chairs in the lounge.

7, do a good job in the ideological work of employees, understand the ideological dynamics of employees, and the staff is relatively stable.

In order to mobilize the enthusiasm of employees and really give full play to their work potential, the department starts from all aspects. First, it treats every employee equally, achieving fairness, justice and clear rewards and punishments. Secondly, it has a better understanding of employees' lives. No matter from the department manager or the assistant manager in the lobby, they can effectively solve difficulties for employees. They will take the initiative to help them when they encounter difficulties in life, so that they can feel the warmth of collective mutual help and love. Thirdly, in order to relieve the pressure brought by work and enhance cohesion, departments often organize some team activities (picnics in Heihe, family dinners for employees and departmental dinners) to make employees feel the warmth of the team. At the same time, we ask managers to play an exemplary role in business ability and dealing with people. When encountering difficulties, we must rush to the front line with employees to motivate employees, reduce their work pressure, let employees fully trust the department, keep employees in a stable and healthy state of mind, and ensure the quality of customer service.

8. Standardize the operation process, strengthen the follow-up of legacy accounts, and reduce the psychological pressure of employees.

In the past, employees in our department were unwilling to learn cashier business, and some even realized that the cashier group was losing money. In order to completely eradicate this problem, the department started from many places. First, the operation process is standardized, requiring employees to operate in strict accordance with the operation process in their daily work. The second is to strengthen the training of employees' business knowledge and ability, and carry out business knowledge, cash and credit card knowledge training many times. Thirdly, the accounting departments that have missed or made mistakes due to employee mistakes have stepped up their follow-up efforts. In May, our employees neglected to collect more than 800 yuan. At that time, the guest was an individual, leaving no contact information, only an ID card information and a guest invoice. After reporting the matter to the manager, the manager contacted the guest to recover the account through the invoice unit issued by the guest. On several occasions, customers were asked to ask for more cash, less credit cards and less bills, and the accounts were paid back with the help of management.

Third, the service work

1, standardize the service process of each post.

This year, the department has formulated "service tips" for the service process of each post according to the star rating, standardized the service process, and made the service level of the department more standardized and standardized.

2. Added the service of changing luggage and sending hot towels.

The bellboy has a wide range of business and few staff, so there is no guarantee that no one will stay in the lobby during work. In order to ensure the service quality of the lobby, the department has added a bellboy replacement, which can not only do the assistant work of the bellboy and the tea service in the lobby, but also reduce the work pressure at the front desk.

The practice of giving hot towels to guests at the front desk at check-in has been recognized by most guests. Many times, guests have heard that "this is the real detail service (star service)".

3. Give full play to the role of luggage for individual travelers.

The baggage students in our department have been playing very well in the process of team baggage delivery, but they have been vacant in the process of personal baggage delivery. This year, in order to do a good job in personal baggage delivery, the baggage service department first re-divided the duties of the baggage students, then formulated the assessment methods for personal baggage delivery, and finally made personal baggage, which achieved gratifying results and was praised by guests and online booking guests many times.

Fourth, the training work

Our department takes training as the focus of its daily work. Training forms are also varied, including case study training, regular meeting training every Monday, one-on-one mutual learning training between teams, hiring managers from other departments for training, excellent staff training in the department, on-site training and so on. At the same time, the training, training, assessment and reward of our department have greatly improved the learning motivation of employees. Through one year's training, employees' business knowledge, service awareness and comprehensive ability have been greatly improved.

Verb (abbreviation of verb) is insufficient.

1, the service quality needs to be improved.

(1) The service quality this year has been improved on the basis of last year, but it is still far from the standards and requirements of four-star hotels. This year's service quality is not in place, which is mainly manifested in the following aspects: First, the service awareness is insufficient, the attitude in the service process is bad and impatient, and it is greatly disturbed by external factors and personal feelings, and the service attitude is not in place from beginning to end;

(2) The service from the front desk to the bellboy and the business center lacks the initiative and enthusiasm of the hotel staff, and the reception, answer and farewell of the guests are not in place. 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.

2. Efforts to follow up complaints and solve problems are insufficient.

For the complaints, opinions and suggestions of the guests, employees simply inform the responsibility, rarely understand and supervise the outcome of the incident, and often suffer complaints because they ignore the guests. In the future work, we will implement the responsibility system of first asking and copying questions, pay more attention to guest complaints and solve problems.

Annual work summary of guest room front desk 5 1. Strengthen business training and improve the quality of employees.

As the front desk of the hotel, every employee should respond directly to the guests. 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; Personality is a one-month foreign language training for all the staff in the front office in July this year, which lays the necessary foundation for this year's star rating. Only through training can employees further improve their business knowledge and service skills and better serve their 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 responded attentively to the call of the hotel and carried out activities to save and reduce expenses, which controlled the cost well. In order to save money, the front office bought the team keys in plastic baskets, which reduced the use of key bags and room cards and saved the hotel expenses (in the past, no matter the team or individuals, each room had to fill in the room card and use the key bag, but the room card and key bag were not used through the team room, which greatly saved the expenses. 18 yuan/piece, key bag 0. 10 yuan/month, there are more than 100 team rooms every day, which can save a lot of money a year); 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 contributions to the hotel's income generation.

Third, strengthen employees' sales awareness and skills, and improve the occupancy rate.

According to the market situation, the front office has been trying to promote the sales of single 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. At the same time, the reception staff flexibly grasped the room price according to the market situation and the check-in situation on the same day, and the number of individual guests at the front desk increased obviously, and the occupancy rate increased. 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 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, you can actively coordinate with this department to solve it, so as to avoid things from getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring necessary negative effects to the hotel.

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 it into the computer. Declare the information of overseas guests to the Exit-Entry Administration Section of the National Security Bureau through the hotel's customs declaration system in time, and conscientiously implement the notice issued by the Public Security Bureau 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 of 20xx, the room rate increased by 9.46%, but the income decreased by 240,223.07 yuan, mainly due to the vicious competition between hotels, which led to the decrease of average room price, the increase of occupancy rate and the decrease of income. The room profile table is attached.

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