Work summary of hotel front desk staff: 5 articles

Work summary of hotel front desk staff 1

After graduating from school, I came to work in _ _ _ Hotel and worked as a room attendant and f

Work summary of hotel front desk staff: 5 articles

Work summary of hotel front desk staff 1

After graduating from school, I came to work in _ _ _ Hotel and worked as a room attendant and front desk attendant. The follow is a summary of my 20 years' work:

The window of the hotel is the impression that the hotel gives to the guests. Important image, smiling, full of energy, welcoming guests with the most beautiful side, so that every guest can feel sincere and enthusiastic when entering the hotel.

First, pay attention to the preferences of guests.

When guests enter the hotel, they should say hello. When addressing guests, if you are a regular customer, you should correctly state your name and position. It is very important for guests to feel respected and respected. We should also collect information such as guests' living habits and personal preferences, and make every effort to make guests feel unexpected surprises every time they stay in the hotel.

Second, personalized service.

When guests go through the formalities, they can ask more guests, especially foreign guests, and explain the local customs to them. In order to introduce the location of stations, shopping malls and scenic spots, ask the guests whether they are tired and go through the formalities properly. 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 for a while, ask them how their lives are or what they think of the hotel, and don't let them feel left out. Communication can make guests feel warmer, and it can also eliminate all kinds of unpleasantness that guests encounter in the hotel.

Third, smile service.

When talking with guests, you should pay attention to etiquette and politeness. When talking with guests, it is impolite to stare down at them. You should exchange eyes with them every once in a while. Listen to the guest's opinions, don't interrupt the guest's speech, and nod your head when listening to show respect for the guest. Smile in front of the guests, and smile when the guests criticize. No matter how angry the guests are, their smiles will "put out the fire" and the problem will be solved.

Use more polite language, say hello when guests come, send them away when they leave, and apologize for the trouble. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, explain to him patiently. Just smile and you will get what you want. I, paying attention to details, starting from small things and starting from bit by bit, will make our work better.

Different services to solve various problems. Sometimes work is really tiring, but I feel full and happy. I am very happy to stand at the front desk, and I am extremely proud of my work. I really love this position. In the future work, I will make my own work plan and try my best to show my brilliance!

Summary of the work of hotel front desk staff II

I was really excited to enter the hotel unexpectedly from October, 2000 to October, and successfully passed the hotel interview. At the same time, it also made me determined to work hard and make my own contribution to the hotel before work. However, I'm just a rookie, and I'm not as good as I thought among many lenders. After several failures, I began to make down-to-earth efforts and strengthen my ability step by step through my own efforts.

Now, in a blink of an eye, I have completed the probation work for _ months and will soon become a formal employee in my post. I'm really happy about it. At the same time, I decided to work harder to improve my working ability. Now, I am here to make a summary of my work during my employment.

I. Personal work situation

As a newcomer, just entering the hotel, he was arranged for _ weeks of training. Starting from the basic etiquette of the hotel, you can't take up a formal job until you can successfully pass the examination of training. After coming to my post, I will slowly increase my work under the guidance of my predecessors and slowly let myself really learn the work of the hotel front desk. Learn how to do this job well here.

Different from previous ideas, I re-recognized the profession of hotel front desk in training. This is not a simple job, nor can it be done simply by standing at the counter as a "vase". As a front desk, it is very important for us to know all aspects of the hotel, including rooms, business, dishes and configuration, because our most important job is to let customers stay in our hotel. This means that we know nothing about the advantages of the hotel. These are our advantages! The more you know, the more you can promote sales and bring benefits to the hotel.

During this period of work, I constantly exercise my ability, so that I can better complete the tasks of the hotel. Can also better complete their duties. In the next few months, my work got on track and attracted many customers for the hotel.

Second, the shortage.

In the past few months, I was a little arrogant at first, which led to my poor work and many mistakes. But fortunately, the leader didn't criticize me severely, but taught me a little about how to face customers and how to do my job well. With the help of leaders and colleagues, I quickly corrected my shortcomings and problems, and gradually, I became better.

Third, summary.

During this time, I really gave you a lot of trouble, but I also learned a lot from you. In the future work, I will work harder to improve myself and do my work better! Let yourself contribute more to the hotel!

Summary of hotel front desk work 3

Unconsciously, I have been working in this hotel for half a year. From the beginning to the present, I believe that apart from my own efforts and efforts, I also have the training brought by leaving 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. In the past six months, I have mainly done 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. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.

Second, strengthen my sales awareness and skills 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 any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

Fourth, consider how to make up for the mistakes of colleagues and departments, ensure that guests check out in time, 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 service at the checkout, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me. Although the sword is good, it is not constantly sharpened, but "I don't know enough after studying hard."

Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward, let's fly high in the sky! Elegant brothers and sisters, work hard for our tomorrow!

Summary of hotel front desk work 4

If you want to do a good job at the front desk, you must have an important understanding of the front desk work. This position not only reflects the image of the company; This is 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. After 20 years of training at the front desk of the hotel, I summarized the following points:

First, pay attention to coordination with various departments and check in and check out according to the daily room conditions.

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 should be able to 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 certain negative effects to the hotel.

Second, solve disputes, deal with problems, and serve first.

Due to the aging of some hotel equipment, it is inconvenient for guests to stay, which often causes complaints from guests. For these disputes and problems, the front office calmly responds and actively, timely and properly solves them. We have always been patient with the deliberate difficulties of individual guests, smiling and apologizing, always taking the maintenance of the reputation of the hotel as the premise and trying to satisfy the guests as much as possible.

While making achievements, we should also deeply realize that there are still many problems in our work due to the mobility and unprofessionalism of the front desk staff.

Third, there is a lack of smile service.

The reception office adheres to the "three meetings" in daily work, that is, when meeting guests, they will smile, greet and communicate. Service needs a smile. Only by always smiling at the guests can the service be full of vitality, and the guests will feel our heartfelt service. When guests enter the hotel, they address the guests actively, warmly and cordially. A greeting and a language exchange have brought us closer to the guests. But our employees don't always smile, and sometimes they can't speak Mandarin when they check in for guests.

Fourth, lack of sales skills.

Due to lack of professionalism, our employees still lack room sales skills. At the same time, the front desk should flexibly grasp the room rate according to the market situation and the check-in situation on the same day. The front desk should also communicate with the security guards in advance, deepen the tacit understanding of cooperation, and adhere to the purpose of "as long as the guests come to the front desk, we will try our best to let the guests stay", and the front desk will shout the price. If the guests turn away because the house price is too expensive, the security guards should cooperate with them to actively reduce the price to retain the guests.

Verb (abbreviation for verb) a loophole in financial accounts

Because the process of opening a room at the front desk is done by hand, it is easy to operate artificially; Computer programs can't find out the actual number and price of houses because they can be modified at will; There is a big loophole in this. Fortunately, our employees never make small moves or embezzle money from them. But just in case, the financial loopholes at the front desk should be filled as soon as possible.

In order to further improve the quality of our work, cooperate with the sales department to complete the sales task, increase the sales price of scattered rooms in the hotel, and handle all kinds of problems better, so that every guest can come back on a whim and be satisfied, we need to continue to work hard to do better!

Summary of hotel front desk work 5

20__ Hotel Front Desk Work Summary and Plan: Time flies, and the Spring Festival is coming soon. In the next 20__ years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now make a summary of the work in the past 20 years.

First, the basic content of the front desk work.

The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. On 20__, 165438+ 10, I started to work as a front desk, knowing that the front desk was the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.

Second, the experience and lessons of the front desk work.

Before working in _ _ enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.

Third, the next work plan of the front desk.

Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!

The reason why the front desk is called "front desk" is that, before doing this job well, we must first have a correct understanding of this position, so as to better exert our potential, do it well and improve it. I don't think the front desk can be understood literally. It is just the facade of the company. As long as the appearance is beautifully decorated, it ignores its internal essence. This is precisely the most important thing. As the most intuitive embodiment of the company's overall image, the receptionist will leave a deep impression on callers and visitors, and their impression is not only on the receptionist, but also on the company as a whole, so the receptionist plays a very important role in the work process.

The front desk is the center of almost all information of the company and the main window of information circulation. Through the front desk internship, we can help new employees to quickly understand the internal organizational structure of the company, and also help to strengthen the understanding of new and old customers of the company. As a receptionist, I think the receptionist should pay more attention to listening, thinking and reading when dealing with this information, because only in this way can she respond quickly when she receives a certain information. For example, when listening more, pay attention to whether there are colleagues talking on the phone in the office. When a phone call comes in to find this colleague, we can quickly convey this information to the other party and make reasonable treatment according to the urgency of the matter. In thinking more, we should pay attention to the information we have observed and heard, and think more about handling the caller's information within a scale. ; In reading more books, we should always pay attention to the flow of people within the company.

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