Traditional Culture Encyclopedia - Hotel reservation - Summary of the work of the hotel front office department
Summary of the work of the hotel front office department
Summary of the work of the hotel front office department (1)
Over the past year, under the guidance of XX and under the specific leadership of Director Li of the Reception Center, we have focused on the work center and effectively performed service responsibilities , creatively carried out reception work, and received unanimous praise from most guests, colleagues, and leaders, and successfully completed various tasks assigned by the leaders. At the same time, individuals have also achieved certain results in different aspects, which are mainly reflected in the following aspects. The work is summarized as follows:
1. Raise awareness
The hotel industry as a The essence of service work is to provide guests with high-quality and comfortable dining and rest environments. The front desk reception work is the first part of the work and also represents the first impression of the hotel. Front desk service staff must be highly aware of the importance of their work, always keep in mind the service tenets of "guests first, service first" and "complete guest satisfaction", and always smile and receive guests from all parties seriously and humbly. Only by continuously improving the awareness of the importance of front desk work ideologically can we do a good job in front desk work. Only by basing ourselves on our own work and paying attention to every service link can we ensure the orderly and healthy development of all work.
2. Solid work
Over the past year, I have been diligent and solid in my work, strictly followed the regulations and requirements on front desk work, conscientiously performed front desk service responsibilities, and proactively carried out various tasks. Work. During the work period, I was on duty on time and never arrived late or left early, ensuring the normal business order of the reception center. He treats guests with courtesy and enthusiasm, has a friendly smile, answers questions and suggestions patiently and humbly accepts them, actively coordinates and resolves them with relevant units in a timely manner, and properly handles guest complaints, large and small, which has won praise from the majority of guests. In terms of treating colleagues, we can be united, help each other, be friendly and harmonious, and properly handle various problems in personal life.
3. Strengthen learning
While working hard, I insisted on studying various cultural knowledge, mainly in hotel management, law, accounting and other aspects of systematic and in-depth study. . How far a person can learn can determine how far he or she will go. Only by constantly learning all aspects of knowledge can we improve our work initiative and innovation and adapt to the ever-changing and developing hotel industry.
Of course, while summarizing my achievements, I also have some shortcomings, such as my overall awareness and proactive actions are not strong enough, which needs to be improved in the next step.
In short, at the end of 20XX, with the care and help of my leaders and colleagues, I achieved some results, but in the face of new situations and new problems, I still need to stand at a new starting point and welcome In the face of new difficulties and challenges, we will continue to work hard, continue to perform our work responsibilities seriously, continuously improve our professional level, carry out our work creatively, and contribute our own light and heat to the all-round development of the reception center. Summary of the work of the hotel front office department (2)
1. Strengthen business training and improve employee quality
The front office department is the face of the hotel, and every employee must directly face the guests , the work 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 work. This year, we have developed detailed training for five branches: For the switchboard, we answer the phone Language skills training; training on baggage delivery and storage services at the baggage office; training on etiquette and courtesy of receptionists and house sales skills; especially in July this year, a month-long foreign language training was conducted for all front office employees to prepare for this year The star review review lays a certain foundation. Only through training can employees further improve their business knowledge and service skills, so as to better provide customers with high-quality services.
2. Instill in employees the awareness of “increasing revenue and reducing expenditure, increasing revenue and reducing expenditure”, and controlling costs
“Increasing revenue and reducing expenditure, increasing revenue and reducing expenditure” is the unwavering pursuit of every enterprise. The front office department Employees actively responded to the hotel's call, carried out conservation and expenditure-saving activities, and controlled costs.
In order to save costs, the front office department purchased plastic baskets to hold the team's keys, which reduced the use of key bags and room cards and saved the hotel money (originally, no matter whether it is a group or individual guest, each room must fill in the room card And use the key bag. By not using the room card and key bag in the team room, the cost is greatly saved. The room card is 0.18 yuan/piece and the key bag is 0.10 yuan/piece. There are more than 100 team rooms every day, which can save a sum a year. Larger expenses); the business center uses expired reports to print draft paper; urges accommodation employees to save water and electricity; control office supplies and make good use of every piece of paper and every pen. Through these controls, the front office department can make its due contribution to the hotel's revenue generation.
3. Strengthen the sales awareness and sales skills of employees and increase the occupancy rate
The front office department actively promotes the sales of individual rooms according to market conditions. This year, the hotel has launched a series of Room promotions such as fan rooms, points cards, vouchers, thousand-yuan cards and other promotions. The receptionist flexibly controls the room price according to the hotel's preferential policies and the market conditions and occupancy conditions of the day. The number of individual guests at the front desk has increased significantly. , the occupancy rate has increased, and the receptionist emphasized: "As long as the guests come to the front desk, we must try our best to let the guests stay" to strive for more occupancy rates.
4. Pay attention to the coordination between various departments
The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate with the department to solve the problem to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.
5. Strengthen the management of various reports and customs declaration data
The front desk registers each guest in accordance with the regulations of the Public Security Bureau and enters it into the computer. The information of overseas guests is passed The hotel's customs declaration system promptly reports to the National Security Bureau's Exit and Entry Management Section, conscientiously implements the notices issued by the Public Security Bureau, and reminds each guest to store their valuables. A designated person is responsible for all reports and data in the front office department, and the reports are classified and archived and reported monthly. Comparing the room revenue in 20XX with the room revenue in 20XX, the occupancy rate increased by 9.46, but the revenue decreased by 240,223.07 yuan. The main reason is that the vicious competition between the hotel industry led to a decrease in the average room price, an increase in the occupancy rate, and a decrease in revenue. Phenomenon, the guest room summary sheet is attached. Summary of the work of the hotel front office department (3)
When I first arrived at the hotel, I was very happy. After all, it was the first time I really stepped into social work. I felt fresh and curious about everything. But when I officially took up the job Only then did I realize that this job is very hard, but it also benefits a lot.
As the face of the hotel, the front desk is the first department to have an impact on guests and provide services. A hotel's efficiency and profit creation basically start from here. Therefore, generally speaking, hotels have higher requirements for front desk staff, and they usually require English to be above CET-3.
The work at the front desk is mainly divided into reception, room sales, check-in registration, check-out and fee settlement. Of course, this also includes answering questions for guests, helping guests handle service requests, telephone transfer, and TAXI outbound calls. Services and air ticket booking business. In addition, the front desk is the department that guests have direct contact with, so many of the guests' requests are not made directly to the floor attendants, but to the department they contact first - the front desk. Therefore, the front desk also serves as the coordination center for the entire hotel. The requests of guests are basically the same. A hair dryer is missing, a towel is missing, a clothes hanger is needed, etc. These are usually trivial matters, but some guests will make trouble unreasonably. For example, when booking air tickets, the guest himself said that he would order three to go to Beijing. The ticket was signed by the guest himself, but when our front desk staff helped book the ticket for the guest, the guest refused to admit that he had booked three tickets and asked us to refund the cost of the extra ticket.
Finally, I would like to thank all my colleagues and managers in the hotel for your concern and care for me during my two-month internship. I have learned a lot from you and hope that the hotel will get better and better!
Working at the front desk gave me a lot of opportunities to get in touch with the masses. In talking with them, I learned a lot about the reality, and I also knew what I had to do well. This is how we used to be. We have come a long way, and this is also the result of our continuous progress. No one can tell what my future work will be like, but I know that as long as I work hard and fight for it, I will definitely get what I want! Summary of the work of the hotel front office department (4)
1. When answering an outside call, you should immediately say the hotel’s Chinese and English name, greet the guest, and then listen carefully to the other party’s request, and then respond in the fastest and most efficient manner. Be sure to transfer the call correctly, and don't pick up the wrong one, especially late at night. You should check the correctness before transferring the call to the guest, so as not to disturb the guest's rest and cause complaints. If the customer you want to pick up is not available, you should ask the other party if you want to leave a message. When leaving a message, you should write down the content of the message clearly, who to leave it to, time and contact information, etc. At the end of the call, you should say "Thank you" and wait until the other party hangs up.
2. The operator should use professional terminology, such as: "Sorry, the call was not answered," "Please wait," "I'll check it for you," and never say "not there," " "I'm busy", "can't hear", "what" and other impolite language. Do not use unprofessional sentences in your own spoken language. Don't speak too fast or too slow. If you speak too fast, the other party will think you are Being impatient and being too slow will make people think you are inattentive;
3. Be familiar with the area codes and country codes of major countries and cities in the world, as well as the area codes of large cities in the country;
4. Be familiar with and understand the charging situation of major and regional areas;
5. Understand the time difference between major cities and important places in the world for inquiry information;
6. Each connection The station should be prepared with pens, paper, extension lists, message sheets, etc., and relevant telephone information should be in a special location for everyone to use at any time;
7. Memorize all local emergency contact phone numbers, Such as "hospital, fire brigade, public security bureau", etc.
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