Summary of the work of hotel front desk in the first half of the year

Summary is to review the work during this period, make a comprehensive and systematic overall evaluation and analysis, and analyze achievements, shortcomings and experiences. It is conducive to guiding the next stage of work, seeking advantages and avoiding disadvantages, and making it more brilliant! This time, I sorted out the work summary of the hotel front desk in the first half of the year for your reference.

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Summary of Hotel Front Desk's Work in the First Half of the Year (1)

All aspects of hotel work, daily chores, do a good job in the hotel needs patience and care, insist on doing your own job and complete the task perfectly.

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 five months, I have been strictly abiding by the hotel regulations. To sum up, it can be said from the following five aspects:

First, basic etiquette

Like all other service industries, politeness and etiquette: how to keep smiling, how to greet guests, how to provide services to 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 five months, I have many shortcomings, such as communication with leaders and colleagues, and 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. I am also very grateful to my colleagues who gave me advice! Because you and I are both aware of our own shortcomings, we have a chance to correct them. It is also of great help to me! 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 guidance of department leaders and the opportunity given by the company, I will strengthen my study and work hard in the future!

Summary of Hotel Front Desk's Work in the First Half of the Year (2)

In the first half of 20__ year, under the guidance of group leaders, with the support and help of our wine leaders and colleagues, I changed from being ignorant of front desk management and never taking the initiative to speak, and now I can communicate freely and be on duty to manage part of the hotel. Thank you very much for helping my leaders and colleagues. The work in the first half of this year is summarized as follows:

I. Completion of Main Work

Because the front desk management is still in the learning stage, all aspects of management are not in place, and the front desk team has not set an example.

Second, the second half of the work plan

According to the group system, strict management, clear rewards and punishments, and supervision in place, the scheme of forming a right and wrong team is as follows:

1, improve your understanding.

Hotel is a service job, and the front desk management is particularly important. Only by constantly improving our understanding of the importance of front desk management services from our own thoughts can we manage the front desk well. Only by focusing on one's own work, paying attention to every service link and improving one's understanding can we ensure the management of the front desk.

2. Work hard

Only by treating the work diligently and solidly, doing management seriously and constantly learning all aspects of knowledge can we have a good start.

3. Front desk training

Politeness and etiquette at the front desk, how to keep smiling, how to greet guests, service etiquette, detailed training twice a month, maintaining the image of the hotel and improving self-cultivation

4. English training at the front desk

In the second half of the year, we plan to train simple English receptionists, provide guests with higher quality services and upgrade the hotel.

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

Whether during working hours or during vacation, if the hotel assigns temporary tasks, I will obey the arrangement and actively cooperate without looking for any reason to shirk. As a member of the company, I will contribute to the hotel, actively participate in the activities organized by the company, and strengthen communication between colleagues and departments. Learn more about our hotel management, lead the front desk team to do a good job in service sales and create more benefits for the hotel company.

Summary: In the past six months, I have done badly in many aspects, and there are many shortcomings in my work. I hope the leaders will give me more advice and help me grow up quickly. I will study hard when I lead and teach. Do everything well, thank the department leaders for their teaching and the company for giving me the opportunity. In the future work, I will strengthen my study and work hard to do my best for the development of hotel companies.

Summary of Hotel Front Desk's Work in the First Half of the Year (3)

The first half of 20__ year is coming, and we welcome the second half of 20__ year with confidence. Over the past six months, the three themes of "safety, management and service" have been promoted, and the hotel's revenue and profit targets have been successfully achieved. On this occasion, it is necessary to review and summarize the work, achievements, experience and shortcomings in the past six months, and strive to make progress.

First, introduce brand management and do a good job in guest room work.

By introducing brand management, the hotel strengthens the training of employees' basic code of conduct "gfd, smile and greet", strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of reception departments and posts, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an unannounced visit to the annual evaluation of star-rated hotels, and our store only deducted 2 points, and got high marks for its excellent service, ranking among the best hotels in the region. In addition, in the reception service of large-scale events, our sales, front office, guest room, property, restaurant and other departments or positions all received letters of commendation from the event organizing Committee, all praising: "The warm and thoughtful service of hotel staff provided us with the necessary logistics support in our daily life, which enabled us to successfully complete this event."

Second, on the premise of quality, do a good job in guest rooms.

1, team morning meeting. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has established a long-term package and a morning meeting system for individual teams according to the requirements of the hotel, arranged the work of the day, standardized the gfd of each employee, made all employees think alike, and ensured that all the work can be put in place. Summing up last week's work at the team weekly meeting, arranging and writing next week's work, and incorporating it into the contents of relevant hotel documents, fully embodies the "strict, detailed and practical" work style.

2. Security check. In addition to setting up full-time personnel in charge of safety in the department, safety knowledge training has been developed into a system that runs through the whole year, reflecting different levels and contents. From the hotel's corresponding preventive measures and emergency treatment methods to the inspection requirements of various electrical appliances. , from the beginning. Clear the person in charge of safety in each area, paste it on the wall in the form of words, and emphasize the working principles of "whoever is in charge is responsible" and "joint management". Carefully observe and inspect hotel guests, visitors and passers-by to ensure that there are no omissions. Throughout the year, * * * found rooms that did not match the guests, and _ people did not match.

3. Departmental training. While organizing training, the hotel plans to conduct monthly training on the "20-character" principle and job business content for its employees. For example, the front desk of the sales department should do a good job in training each position, so that "there is a theme every day and training every day". Train and assess the front office staff in stages and contents. Receptionist and cashier at the front desk use their spare time for training after work every morning; Supervisors and foremen are trained once every two weeks, and all front desk employees are trained once a month. The training content includes business knowledge, reception of foreign guests, sales promotion skills, case analysis, emergency problem handling, etc. Through training, the overall quality, English level, business level and customer satisfaction of employees have been improved. Over the past year, various departments have organized training groups by themselves, with about 2,000 participants. The two-level training combined with hotels and departments has improved the overall ideological quality, service attitude and business reception ability of employees.

Summary of Hotel Front Desk's Work in the First Half of the Year (4)

1. Main work this year

1, learn with an open mind, ask if you don't understand. During this year, I actively participated in various training activities organized by the hotel, carefully studied service skills and polite expressions, and asked the manager and other old colleagues for advice if I didn't understand anything. After returning home, I carefully pondered and practiced, so I can often use polite expressions in my daily life, get rid of the original bad habits and form good habits. In this way, my service level has improved unconsciously.

2. Have a correct attitude, love their jobs and be dedicated. Through this year's exercise, I gradually overcame the shortcomings of impetuousness, impatience and perfunctory, and developed a patient, meticulous and thoughtful work style. This year, the guests complained less about me, praised me more, got on well with my colleagues, quarreled less, and made less sarcastic remarks. On the contrary, words of mutual encouragement and concern make me more confident in my work. For the daily work of the hotel, in addition to receiving guests, it is mainly to clean the room and environmental sanitation. Although I have been cleaning all day, some places always give up cleaning because of excuses such as being too high, inconspicuous and difficult to move, leaving a dead end. These days, when cleaning rooms and environmental sanitation, every place should be carefully prepared, and every stain, dust and hair should not be let go. Put the stool down if you can't reach the height, and lift it with your colleagues if you can't lift it. Corners, window corners, drawer corners and gaps where hands can't reach in are wiped clean with rags, so that dirty things have nowhere to escape. We organized various training activities organized by the hotel, and earnestly studied service skills and polite expressions. If I don't know anything, I will ask the manager and other old colleagues for advice. When I get home, I will think hard and practice hard. Polite expressions can be used frequently in daily life to get rid of the original bad customs and form good habits. In this way, my service level has been improved, and my behavior has become more civilized, which has been well received by guests and praised by leading colleagues.

3. Obey the arrangement and work hard. Usually respect the leader, do not play tricks, and the things arranged by the leader are not discounted, with good quality and quantity. This year, in addition to doing a good job in room service, I participated in the reception work at the front desk when the front desk staff was uneven. I didn't understand the front desk work at first, so I didn't have confidence and was afraid of difficulties. Later, with the care and help of hotel leaders, I overcame my own difficulties, studied hard and asked for advice in many ways.

Work plan for next year

In the coming year, I will become more mature, the service quality and level will be greatly improved, the service enthusiasm for the guests will also be improved, my work confidence will be greatly increased, and I am full of confidence in my future work. Generally speaking, I can do my duty this year, abide by the rules and regulations of the unit, reassure the leaders and satisfy the guests, but I also have some bad places to correct, such as haggling over everything. Quarrel with colleagues about trifles, work is lazy, work enthusiasm is not full, and lazy. In the new year, I will resolutely overcome these bad work styles, take advantage of last year's east wind, strictly restrain myself, seriously study and study the skills in work service, improve my service level, start from small things, have a high starting point and high requirements, satisfy every guest, and work together with other colleagues in the hotel for every guest.

Three suggestions and opinions on hotels

Nowadays, in the era of information network, those who know information survive. However, the collection and utilization of hotel information is far from enough. Frog at the bottom of a well always knows only that sky. Only when you go out will you know that there is a world beyond the horizon. It is hoped that the hotel will organize more employees to go out, learn the advanced service and management level of the industry and improve the competitiveness of the hotel itself. At the same time, I also hope that hotel leaders will pay more attention to the daily life of employees and think more about them. I hope to organize more cultural and sports activities. It can not only exercise employees' bodies, but also enrich their spare time life, so that every employee can devote himself to the work of the hotel with full mental state every day and make his own contribution to the prosperity of the hotel.

Summary of Hotel Front Desk's Work in the First Half of the Year (5)

Over the past year, under the correct leadership of the leadership, with the active support and great help of my colleagues, I have performed the duties of floor foreman well and successfully completed my work tasks, which has been well received by guests and colleagues and affirmed by the leadership. To sum up, I have gained a lot.

1. Work overtime and finish the renovation as soon as possible.

The most important work of this year's guest room is the early decoration. Since receiving the notice to go to work in April, we have overcome many difficulties and carried forward the spirit of not being afraid of hardship and fatigue in order to put the new room into use one day earlier. On the basis of my own work, I worked overtime every day and fought continuously, and completed the indoor and outdoor sanitation work in the early, middle and late stages of cleaning, placing and decoration of old and new furniture in a short time, ensuring the decoration and timely rental of rooms.

2. Assist the department manager to handle the daily work of housekeeping department.

In order to better assist the daily work of the department manager, the foreman has been working under the regular day shift system since this year. The implementation of this system means that the foreman must take part in the work every day, supervise and participate in various service work every day. Worrying, laborious and unpleasant work may not be completed. However, in order to live up to the expectations of the leaders and not affect the normal operation of the company, I work tirelessly every day, and I have been taking part in the work except for a few days of sick leave due to injury. In this way, we will not have accidents on the second and third floors due to poor supervision or human factors.

3, reasonable arrangement of floor personnel on duty, shift work.

It is a very important link for floor attendants to change shifts and be on duty. In order to ensure that the waiters can do a good job in the company and not miss things at home, we adopt the way that the foreman works with the day shift every day, so that the foreman can exercise his heart, supervise every work of the waiters in real time, and try his best to do what he can't do and can't count on. Let every staff member devote himself to the service work with no worries and face the guests with a brand-new attitude every day.

4, cooperate with the manager to do a good job of reception and arrangement, timely handle the problems found in the work, and report the problems to the leader in time.

As a foreman, the main job is to cooperate with the department manager to upload and distribute difficult problems. At the beginning of the business, all the work needs to be straightened out. Put your hands into the reception work of opening customers before you are ready. There are many customers, some staying in hotels, some celebrating, many strange faces coming and going, and a large part of the staff are novices. I steadied myself secretly, tracked and reminded every staff member of every detail, and made careful arrangements to make the opening reception work go smoothly. The newly installed guest room has various maintenance problems such as water, electricity and telephone. Every detail is recorded in detail, reported to the manager in time, and solved quickly, without leaving adverse effects on new customers. At the same time, the expectations of employees will be reported to the leaders through normal channels in time, and the leaders are expected to solve them.

5. Do a good job in floor safety, fire prevention and hygiene.

From the first day of work, the company leaders have re-emphasized the safety issue, so the safety issue has always been the top priority of our usual work. Therefore, I emphasize safety in every item of my daily work. Pay attention to the links in rounds. Cigarette butts on the bed, floor and corridor carpet are the biggest hidden dangers. The first question, of course. Secondly, in order to do a good job in hygiene, we have also made detailed arrangements: the system of "three cleanings", "three degrees" and "two inspections", including room hygiene, bed hygiene and bathroom hygiene. "Three degrees" means that the quilt has an angle, the furniture has brightness, and the working process has speed; The "two inspections" system means that the health worker completes the self-examination and asks the foreman to review it. Adhere to the "one-day check" system of vacant rooms, find existing problems in time and solve them in time, and strive to reduce omissions.

6, set an example, supervise and inspect the floor service personnel to do a good job of service.

Setting an example is the key for me to do my job well, and it is also a magic weapon to convince people. Except for the normal day shift every day. In the process of cleaning, I have been directly involved in cleaning, and found that there are unqualified procedures or incomplete cleaning. I not only pointed out the problem, but also personally redone the demonstration so that the same mistake will not appear twice in the same person. In this way, new employees will quickly adapt to their jobs, and old employees can not only do their jobs well, but also bring any new employees. In our daily service work, we are almost responsive. Answer customers' questions, guide customers to open the door, guide customers to use the facilities in the guest room, and even help customers shop in the small supermarket at the door when they are not busy. The so-called big river has water and the small river is full. We hope to exchange our excellent service for the rapid development of the company. I hope our work will not be in vain.

7. Do a good job in ideological work while doing a good job in service, so as to achieve unity, friendship, mutual assistance and progress.

Ideological work is the primary task of all work. Do a good job in ideological work, and its key work will be half completed. How can we achieve proper unity and give full play to the overall role of our small groups on the second and third floors? This work is a long-term and daily work. Our personnel are constantly changing and our structure is constantly adjusting. The content of ideological work is constantly changing. Understand their personalities, ways of speaking and living conditions in their daily work, so as to prescribe the right medicine. We always take the company's investment as the introduction, take the company's future development scale as the goal, and take the current global economic situation as the main example to talk about employment difficulties, good development prospects, and the benefits of the company are our own benefits. Make employees deeply understand from the ideological point of view, so as to seriously invest in their work.

9, earnestly perform their duties, and earnestly complete other work assigned by the superior.

We always finish all the work arranged by the manager strictly. Of course, we also report the requirements and hopes of employees to the superior leaders in time. I think only when employees are satisfied from the heart can they devote themselves to his work more enthusiastically and wholeheartedly. Only when employees face customers with physical and mental pleasure can customers feel really at home.

In the past few days, with the correct guidance of the two leaders and the joint efforts of everyone, the second and third floors have received foreign customers, sold rooms and earned RMB. Although some economic benefits have been achieved, there is still a big gap with the expectations of leaders. In 2009, I will spare no effort to lead my colleagues to make persistent efforts, improve our service quality, improve our service level and comprehensively improve the company's efficiency. Create a new situation in service work.

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