Summary of foreman's work in front office of hotel

In the past year, we mainly focused on service skills, carried out training in strict accordance with the training plan, assessed employees in stages, and strengthened on-the-job practical training to make employees apply what they have learned. The following is my summary of the work carefully arranged for you by the front desk foreman. Welcome to refer to!

Summary of the work of the hotel front desk foreman-leaders, colleagues, hello:

* * * Eco-hotel has been in trial operation for almost a year. In this year's work, thank you for asking questions at all levels and your colleagues' guidance and concern. Let me learn a lot of valuable things, let me constantly improve myself in my usual work and improve my ability to do things. In this year, through my unremitting efforts, I was recognized by the leaders and completed a role change.

As the head waiter in the bathing area of the bathing department, I also entered a brand-new working environment, in a brand-new environment. All work will start from scratch, and many things will be explored while doing, so that they can be comfortable in their work. I know I'm playing a connecting role and coordinating the left and right. What I do every day is also trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the daily work of the supervisor, which requires us to have a strong sense of work, a correct attitude, rapid work efficiency and comprehensive efforts. My daily duties are: 1. Carry out the instructions of the supervisor and manage my employees well.

2. Supervise the staff to serve the guests, organize the on-site deployment of staff, and ensure the service quality.

3. Check the gfd, courtesy and working attitude of the subordinate employees, and lead the subordinate employees to do a good job of sanitation and cleaning, and strictly record the attendance of the employees in this class.

4, responsible for the recipients of the team's goods, fill in the recipients list and submit it to the supervisor for review, and then receive custody.

5. Hold a pre-shift meeting regularly every day to convey the instructions and notices of our store and various departments, summarize the work situation and precautions of the previous shift, and put forward the service requirements of each position.

6. Regularly check the equipment and facilities in the area to ensure that the facilities and equipment in the business area are in good condition.

Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes mistakes are inevitable in my work, and I will take a warning from the problems that arise. If I want to get good grades, I must be self-reliant and redouble my efforts. I always believe that speaking by strength is better than luck. The smooth development of daily work can not be separated from the concern of hotel leaders and the support of colleagues. The hotel is a big family, and its achievements have been achieved through the joint efforts of Qi Xin. The new year is a new starting point, and the past achievements will become history. We should make persistent efforts in our future work and strive to set new goals for ourselves, which will be carried out in the following aspects:

First, we will devote ourselves to maintaining the hotel guest relationship, actively promote the establishment of customer relationship management, and actively establish effective guest history files through our efforts, so that the guest management can be truly effective and scientific.

Secondly, it is an iterative process to transform customer information into positive customer relationship by establishing the idea of "customer-centered" and communicating with customers in a meaningful way to understand and influence customer behavior, so as to ultimately improve customer acquisition, customer retention, customer loyalty and customer profitability.

Third, you must set an example in the hotel, be dedicated, have a decent style and be elegant and generous. Self-confidence, decisiveness, composure, wisdom, liveliness, delicacy, sincerity and efficiency are the descriptions of the position of the foreman in the bath area, and they are also the self-requirements of the foreman. As the end of today's report, it is also used to encourage you, please consider it! Thank you!

The work of hotel foreroom foreman has been summarized for 20xx years. Under the correct leadership of the central leadership, with the strong support and cooperation of various departments and the joint efforts of departmental employees, the foreroom department has focused on sales management and started to work from the aspects of in-depth internal management, cost reduction, strengthening business training and caring for employees' lives, which has achieved the annual business objectives and achieved remarkable results. The main work in 2008 is summarized as follows.

I. Operating conditions

The planned task of the whole year is xx million yuan, and the actual completion is xx million yuan, which exceeds xx million yuan (including the income of a single shop is xx million yuan and the average house price is xx yuan/room), accounting for xx% of the room income, accounting for xx% of the planned completion, and the income has increased by xx million yuan compared with the same period.

Second, the main work:

1. Strengthen business training and improve the quality of employees.

In the past year, we mainly focused on service skills, carried out training in strict accordance with the training plan, assessed employees in stages, and strengthened on-the-job practical training to make employees apply what they have learned. Strengthen business training, take each batch of reception tasks seriously, and formulate detailed training plans and reception plans according to different stages and teams. In the event of a large reception task, we only give the reception staff a running-in period of 5 minutes, including the whole effective registration process and the cooperation between the conference group and the conference center, which require good business and communication skills and normal and strict training. All the staff in the front office know that only by constantly enriching themselves can all the reception tasks be completed in a down-to-earth manner. In the case of limited personnel, we require managers to personally guide the work, find problems, feedback information, negotiate and adjust in time, and achieve the best service standards.

2. Strengthen the construction of staff and do a good job in service guarantee.

In the past year, we have always given priority to reservation and reception services. Through reasonable arrangement of rooms, improvement of occupancy rate and warm and satisfactory service, every guest in the hotel will be retained. With the collective efforts of the front office staff, 73 large, medium and small meetings were successfully received; Military region 5 times, vip 100 times, * * * received 37,500 people. For example, when receiving these large-scale meetings, such as the meeting of the provincial civil affairs department, the meeting of the suggestion hall and the meeting of the land and resources department, due to the large number of participants, the check-out time is not uniform, which puts higher demands on our reception work. We often work overtime. When receiving meetings in the military region, because of the high reception standards in the military region, I dare not neglect every reception and often work overtime. Everyone is still enthusiastic about their work, without a trace of complaint or a word.

3. Effectively carry out the fourth quality service activity.

The fourth quality service activity officially kicked off on May 15. Our department actively organizes employees to learn and thoroughly understand the spirit, and carries out a series of professional skills training for employees, which greatly improves their service awareness and skills. At the same time, a series of workflow and standards were formulated and reported, which made the front desk service smoother, the standards clearer, and the services more refined and standardized. According to the plan of quality service activities, on-the-job training competitions are held among employees every week, which greatly improves the service level of employees. The staff in the front office of the center organized the first staff get-together, enthusiastically signed up and showed their skills. Through this high-quality service activity, a competitive situation has gradually formed among employees, which has greatly improved the enthusiasm of employees.

4. Care about employees' life and create a relaxed and happy working atmosphere.

The front desk work is complex, involving a wide range, and the staff is under great pressure. In view of this feature, the front desk has always stressed the need to care about the lives of employees and can effectively solve difficulties for employees, whether from department managers or supervisors. On holidays, managers will take the initiative to remind them to call home to greet their parents, send them fruit when they are sick, help them when they encounter difficulties in life, and let them feel the warmth of collective mutual help and love. In order to alleviate the pressure brought by work and enhance cohesion, departments often talk to them and encourage them to meet new jobs in a better working condition. 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 together with the service personnel to motivate employees, reduce their work pressure, cultivate a good atmosphere for Qi Xin, the manager, to make employees fully trust the department, so as to maintain a stable and healthy mentality and ensure the quality of customer service.

6, pay attention to the coordination between departments, * * * success.

Every employee in the front office must actively participate in various activities organized by the center, hotels and departments, which can not only make the departments understand each other, but also enhance the centripetal force and cohesion of the team. At the same time, we emphasize that the front office is the central department of the whole hotel, and it has a close working relationship with all departments. If there are problems, we should actively coordinate and solve them to avoid things getting worse. We should have the service consciousness of "until I arrive" and the service attitude of "no small matter in the hotel".

7. Strengthen the awareness of "increasing revenue and reducing expenditure".

The annual planned cost is 364,700 yuan, and the actual cost is 32 1 100 yuan, saving 43,600 yuan, mainly including salary, electricity and material consumption. In terms of cost management, starting from the details, strict picking system, regular inventory, special personnel management, quantitative distribution, the consumption of front desk items is controlled in RMB, and the cost is increased by 3. 5% compared with the same period.

8. Pay attention to safety awareness.

In terms of safety management, the department has further strengthened the management of relevant data and various reports, strictly implemented the relevant regulations of the department, openly uploaded data, entered and scanned information, and combined with the centralized registration of hotel conference guests, two front-desk computers have increased the pressure of our front-desk work. However, we did not lower our requirements, and strictly registered every guest who stayed. For those who didn't carry their ID cards, we explained them in a serious and responsible manner and fed back the information to the sales department and the agreement unit. For foreign guests, we also send people to the sub-bureau to enter the declaration separately, so that a special person is responsible and the supervisor and manager conduct spot checks. At the same time, I have mastered the key storage and use system, and carefully verified and confirmed the lost room card. Remind guests to deposit valuables; Ensure that the property of the guests is not lost; Designate a special person to be responsible for all orders, reports and data, classify and file them, and keep them statistically.

Third, the shortcomings in the work:

1, the training effect is not good

After training employees, employees have a deeper understanding of the training content. However, due to the lack of a unified supervision mechanism, training is a blank sheet of paper. Although everyone understands and understands, what is done in the actual work is not appropriate, which also affects the quality of service.

2. Service quality and service level need to be improved.

The frequent flow of front desk personnel greatly affects the quality of service. New employees have to go through a three-month probation period to fully master the work of this position. However, some employees leave their jobs as soon as they master their jobs, which leads to the loss of personnel, gfd, manners and etiquette, and insufficient supervision of daily work, resulting in three days of fishing and two days of drying the net. We should strengthen inspection in our daily work.

Four. 20xx work plan:

1, pay attention to customer needs, actively and truly reflect customer needs to superior leaders, and provide basis for leaders to adjust their strategic thinking;

2, continue to strengthen training, improve the overall quality of employees, improve service quality;

3. Really care about employees, stabilize the workforce and reduce employee mobility;

4. Pay attention to the service details of employees, and start with the details to provide customers with satisfactory and thoughtful services;

5. Improve the workflow and work standards of each post, implement quality service activities, and realize quality standardization, standardization and service refinement;

6. Improve the sales skills of the front desk staff, improve the individual occupancy rate, and strive to complete the objectives and tasks assigned by the center.

7. Strictly implement the real-name registration system to further improve security and stability.

Although we have made some achievements in the work of xx years, we will not be proud, lax or negligent. The work next year will be even more arduous. We will carry forward our achievements, devote ourselves to our work with more enthusiasm, and strive to complete various tasks throughout the year. We believe that under the correct leadership of leaders at all levels and the joint efforts of all staff, the center will be more brilliant tomorrow.