Annual Work Summary of Hotel Operators in 2022 (5 selected articles)

The hotel switchboard is usually part of the lobby or front desk. How to write the year-end summary of the hotel operator? The following is a summary of the annual work of hotel operators in 2022 (5 selected articles) compiled by me for your reference only. Welcome to read this article.

Part1:summary of the annual work of the hotel switchboard in 2022 As a hotel switchboard operator, I have to answer and transfer all the internal and external calls of the hotel. The hotel has a unified and fixed standard for answering calls, and the internal and external lines are different. It is not easy for me to quickly get familiar with the work equipment (the function of the switchboard) that I have never touched, distinguish between internal and external lines, greet accurately and clearly, and then respond and transfer quickly. I remember that on my first day here, the foreman gave me a dense list of Chinese and English extensions, saying that you had to recite them. After two days, I should have memorized both Chinese and English. I was stupid and fast. The switchboard is the first window of the hotel. Although we don't meet guests, the first way for guests to book hotel information is by phone, so our service often determines their first impression of the hotel.

It is our first task to transfer calls accurately and quickly every day, and remembering the extension number is the most basic work. We need to pay attention to the timely release of hotel update information to employees and relevant departments to ensure efficient work. We need to pay attention to communication skills. Internally, it is necessary to maintain contact and friendly relations with all departments of the hotel, which plays the role of uploading and distributing from inside the hotel. Externally, it is necessary to maintain the good image of the hotel to the guests, try our best to meet the requirements of the guests, appease the guests, and become a bridge connecting the guests with the services of various departments of the hotel.

So we should always be polite, always pay attention to our words and always control our emotions. Engaged in the service industry, as we all know, personal emotions will inevitably affect the quality of service. We always adjust our mentality. Because there are many foreign guests in the hotel, communicating with foreign guests requires us to have a good foreign language foundation, which provides a good language environment for my English. And this has further improved my requirements for myself, practiced oral English and completed every telephone service accurately and with high quality.

Our main job is to provide guests with all kinds of hotel information, such as how to get to our hotel, which way to take, which subway to take recently, handle simple complaints from guests and try to meet their various requirements. We provide taxi service, country code, postal code, local telephone number, train number and local telephone information for our guests. We introduce the public facilities near the hotel, such as the nearest bank, the nearest beauty salon, the nearest supermarket, the nearest hospital, various special restaurants, entertainment places and tourist attractions. When a guest encounters trouble or dissatisfaction in the hotel, we will listen to the guest at the first time, appease the guest, provide alternative solutions, minimize the guest's complaints, transfer the contradiction to the lobby manager for the guest to solve, reply the guest in time, avoid the guest's repeated statements, and try our best to provide one-stop service for the guest.

We should be responsible for the communication between the front desk and the guest room. The guest calls the switchboard for service in the room, and we have to inform the floor attendant to deliver the room supplies, and then follow. At the same time, it is necessary to introduce all kinds of facilities and equipment in hotel rooms to in-house guests, explain how to use them, and provide services such as borrowing things, washing clothes, leaving messages for inquiries, leaving messages for wake-up calls and so on. When an emergency happens, it is necessary to convey information in time, organize the escape process and control the hotel situation. Communicate all kinds of emergencies reported by the monitoring center, such as issuing early warning and reporting fire alarm. We also conducted fire drills to strengthen the awareness of protection, pay attention to special telephone calls, understand unsafe factors, report to the senior management in time in case of special circumstances, and convey various important information of the hotel.

Chapter II: Annual Work Summary Half-year internship time, the hotel switchboard in 2022, has passed in a blink of an eye. Working in the company made me really set foot on the society from campus. In the work of the switchboard, it brought me happy memories and increased my life experience. In this short time, I learned a lot. Let me truly understand the communication between people, realize that I should master more skills in my work, learn how to take my work seriously, know the concept of time, and increase my social activities and self-study ability. This internship has benefited me a lot!

The beginning of the switchboard work is our foreman, Sister xx, who patiently helps us get familiar with and master the processes we face in our work. She not only taught us the working process of the switchboard, but also taught us some knowledge about the hotel. She also taught us how to look at this complex society. Thank you very much for her patient teaching from beginning to end!

In the work of the switchboard, I was deeply impressed by their rigorous and serious work style, and I learned a lot from them that I lacked.

In my past work, I found that if I want to do a good job freely, I must face up to my work attitude and face my work every day with optimism. No matter whether the work is heavy, busy or leisure, I will finish every job with a positive attitude, not with a complaining attitude.

Summarize your job responsibilities at the switchboard:

(1), stick to your post, be loyal to your duties, establish the idea of serving the guests wholeheartedly, answer politely, treat the guests equally, be patient and meticulous, and pay attention to efficiency.

(2) Transfer every call quickly and accurately according to the working procedure, keep the communication smooth, switch the telephone permissions in time when the guests check in and check out, and make records.

(3) Respond to guests' inquiries enthusiastically, politely and quickly, and provide consultation, pick-up, wake-up and other services.

(4) Be familiar with the internal organization of the hotel, and be familiar with the names, extension numbers and voices of the main principals and department managers in the store.

(5), can't reveal the hotel senior executives and their private phone, also want to keep the information of the guests confidential, do a good job of switchboard security system.

(6) Take good care of the equipment in the general computer room, keep the equipment clean and tidy, and maintain its normal work.

(7) The correct functions and precautions of the switchboard.

(8) Consciously abide by the rules and regulations of the hotel and the staff code, and do not make friends with guests by taking advantage of work.

(9), complete other work arranged by the superior leadership.

(10), handover with colleagues.

Finally, thanks to my colleagues who helped me. Thank you for your company for half a year. Thank you!

This is a summary of the switchboard for half a year, and the strange words of the switchboard make me vivid. On this challenging road, we should face reality with a positive attitude and clear creative thinking, because we are all enterprising people.

I hope the accumulated experience can be better played in the future!

I hope I have a perfect start and create a perfect life for myself!

Chapter III: Summary of Work in 2022. The telephone service of the hotel switchboard plays an important role in the hotel's guest service. The operator must provide service to the guests with warm attitude, polite language, sweet voice and skillful skills. It can be said that the telephone is the bridge of customer service, and the operator is the behind-the-scenes waiter who "only listens to his sweet voice, not his smiling voice". Therefore, the operator must have good quality.

1) has a bright tongue and sweet language, and has no chronic diseases of ear, throat and throat.

2) Write quickly and react quickly.

3) Hard work and strong memory.

4) Strong listening and speaking skills in foreign languages, able to provide telephone services for guests in more than three foreign languages.

5) Have hotel traffic or similar working experience and be familiar with telephone business.

6) Familiar with computer operation and typing.

7) Grasp the knowledge and information about tourist attractions and entertainment.

8) Strong information communication skills.

Basic requirements for transportation services:

Telephone service plays a very important role in hotel customer service. Every operator's voice represents "the image of the hotel". The operator must provide services to the guests with warm attitude, polite language, sweet voice, skillful skills and high-quality and efficient service. Let the guests feel your smile, your enthusiasm, politeness and self-cultivation through the phone, and even "feel" the level and management level of the hotel. ：

1) Telephone transfer and message service: Call back later.

4) Handling of alarm calls:

A. When you receive a fire alarm call, you should know the fire and the specific location.

B. notify the general manager to the fire area.

C. inform the resident manager to go to the fire area.

D. notify the engineering department to go to the fire area.

F. notify the security department to go to the fire area.

G. notify the infirmary to the fire area.

H inform the person in charge of the fire area department to go to the fire area.

When making the above notice, the operator must explain the fire and the specific location.

5) Wake-up service:

Procedures and specifications:

A. The operator must repeat and confirm every wake-up call from inside the hotel.

B clearly record the wake-up date, room number, time and recording time, and the number of waiters in the wake-up log.

C. Input the wake-up request into the computer in time, and check whether the screen and printer records are correct.

D the night shift operator shall record the wake-up record in the shift book in chronological order, and indicate the sorting, entry, check and signature.

E. Before the earliest wake-up time in a day, check whether the wake-up machine works normally and whether the printer prints normally. If problems are found, inform the information center in time.

F. Wake-up service requires accurate time, and the operator should greet the guests in Chinese and English kindly and naturally, and tell them that it is time to wake up. G. The operator should pay attention to the room numbers that are not answered, inform the room service center of these room numbers in time, and clearly record them on the handover form.

A. When transferring a call, the operator must listen carefully to the guest's speech before transferring, and say "please wait a moment". If the guest needs other services such as consultation and message leaving, he should say "Please wait a moment, I will transfer you to XXX Department", and the operator must give the guest appropriate instructions when transferring.

B. Play pleasant music while waiting for transfer.

C. After the transfer, if the other party doesn't answer the phone, you must explain to the guest half a minute after the bell rings (five times): "Sorry, the phone doesn't answer. Do you need to leave a message? " . All calls that need to leave messages for room guests are transferred to the front desk. In addition, all messages to hotel management personnel (during off-hours or when no one answers in the manager's office) will be clearly recorded (repeatedly confirmed) by the operator and conveyed to hotel management personnel as soon as possible by paging or other effective means.

Chapter IV: Annual Work Summary Time flies. In 2022, the hotel switchboard has unconsciously become an operator for more than four years. From ignorance of work at the beginning to being handy now, I have experienced different psychological processes from curiosity to familiarity, from enthusiasm to confusion, from irritability to calmness. Working for more than four years, I have a good feeling about the work of the telephone operator.

As soon as I set foot on the post of telephone operator, I firmly believed that I could do this job well, and I thought this job was too simple. I thought I could do this job easily, but it was really difficult to do it well. It can be said that I haven't left work on time since my first day at work.

Although I sent the information the user wanted from the phone, my heart was full of a sense of accomplishment. But with the passage of time, the accumulated business repeats "hello", "sorry" and "thank you" hundreds of times every day, and that kind of passion becomes dull and the novelty no longer exists. After a while, I saw the operators who were praised frequently and the excellent operators around me. I was very moved and wanted to change. So I strengthened my study and humbly asked my colleagues. Finally, with the help of my colleagues and my own efforts, my service has been improved and my efforts have been rewarded.

After four years of work, I think that to be a good operator, we must do the following:

1, we should adjust our mentality, adhere to the principle of customer first, and treat every customer with a kind and thoughtful service concept. Let users come with doubts and get explanations. At this time, a heartfelt "thank you" from customers can make us extremely happy, and this kind of happiness is also the motivation to receive every user. Only in this virtuous circle can we really do a good job.

2. Have enough patience and good temper. Because some customers are difficult to communicate, sometimes it is difficult to communicate invisibly because customers are not strong in expression. Some customers even yell at each other as soon as they get through the phone, so we should have enough patience and temper, serve attentively and talk with a smile, and believe that the other party feels that you are serving attentively, which can promote the solution of the problem.

3. Be careful 12 points. Because carelessness will bring a lot of trouble to others.

4. Terms of service should be standardized. We can't talk casually as usual. It may be difficult to say those service terms naturally at first, but after a long time, we can say that context naturally.

5. We should study business technology hard, enhance communication skills and skills, master various businesses and relevant regulations within the scope of transfer, and constantly strengthen our own learning.

6. Actively cooperate with colleagues, be modest and courteous, take the overall situation into consideration, prioritize and ensure key points.

7. Do a good job of reflection. After every day's work, summarize what you neglected in the day's work and remind yourself that you must not make the same mistake tomorrow.

Although the operator's work is hard, I think as long as we can always do the above points in our work, we can make the operator work well and we can really become a happy and qualified xx operator.

Chapter 5: Summary of the annual work in 2022. Hotel and hotel switchboard will further improve economic benefits, generate income and create profits. The front office will conscientiously implement the overall requirements of the hotel's annual work, and combine our work characteristics to formulate the main points of this year's work as follows:

First, the guiding ideology:

Actively carry out practical and effective work, adhere to the concept of "based on enterprises and serving enterprises" as a guide, take the road of comprehensive, coordinated and sustainable development, tap potential and increase efficiency, do a good job in internal management, comprehensively improve work efficiency, gradually improve departmental management level and service quality, build a United, harmonious and healthy working environment, and realize standardization, institutionalization and normalization of departmental management.

Second, the internal management:

1. Formulate and implement the detailed rules and implementation methods for the daily inspection of the front office, and realize the comprehensive and standardized operation of each post through clear quality standards and strict inspection system.

2. Strengthen the pre-control, on-site control and post-control of the quality of workplace work, pay attention to detailed services, pay attention to the needs of guests, pay attention to the feelings of guests, and ensure to provide "active, enthusiastic, accurate and rapid" services for guests.

3. Plan employees' career, gradually try out the post rotation of employees in the front desk, business center and switchboard area, enrich employees' work experience, increase employees' work skills, improve employees' interest in work, and build a compound talent with multiple skills.

4, improve all kinds of form records, data analysis, operating procedures and other work, so that accounts can be checked, evidence-based, rules-based.

5. Continue to collect and sort out customer files, provide intimate, personalized and customized services for guests, increase materials and provide guarantee.

6. In terms of energy saving and consumption reduction. Strengthen the maintenance of facilities and equipment to prolong the service life; The front desk saves the use of orders, registration forms, room cards, key bags, etc. If there are mistakes, use correction fluid first and then use it to reduce the waste caused by personal reasons; After 0: 00 pm, there is always a chance to close a switchboard to save energy; Business center can use waste paper instead of new paper, and can use express paper instead of copy paper.

7. Pay attention to safety awareness and implement the hotel safety rules and regulations and the relevant provisions of the public security department.

Third, foreign sales:

1 and _ _ year's door-to-door customer sales tasks shall be separately studied and formulated according to the actual completion in _ _ year and the internal and external market environment of the hotel.

2. Take the newly-added area of 17- 19 as a selling point to improve the personal occupancy rate of the hotel, make full use of the hotel sales policy to increase the intensity of selling houses, and ensure that the rights are not exceeded and offside.

3. Strengthen the outreach work to railway passenger transport offices, long-distance bus stations, taxi companies and other units, and strive to achieve the sales effect of win-win cooperation.

4. When serving the door-to-door guests, train the front desk staff to pay attention to the words and deeds of the guests, identify the identity of the guests and the nature of the hotel, choose the correct sales target, and flexibly use the sales language skills such as approach, selection, turning and borrowing to achieve the sales purpose.

5. Hold regular customer experience exchange analysis meetings in the front desk area to study customers' consumption psychological orientation and sales skills. At the same time, establish a sound assessment mechanism, rank according to performance every month, and analyze the reasons for improvement.

6, often organize the relevant personnel of the department to collect and understand the information of tourism, hotels and their corresponding industries, grasp the trend of their operation and reception services, and provide comprehensive, true and timely information for hotels in order to formulate marketing strategies and flexible promotion plans.

Fourth, staff training:

1. Establish the concept that "training is the greatest benefit for employees", clarify the training objectives, formulate strict training systems and plans, and establish employee training files.

2, combined with the actual situation of each district, in view of the weak links in the work, targeted to carry out all kinds of service skills training, so that employees can master new technologies and methods in time, improve technical level and work efficiency, and adapt to the requirements of hotel work.

3. Pay attention to the training of ideological education such as professional ethics and safety precautions, establish the attitude of employees as masters, stimulate their work enthusiasm, improve their comprehensive quality, and enhance their sense of mission, responsibility and enterprise cohesion.

4. Always adhere to the long-term goal of our hotel, pay attention to the cultivation of advanced and reserved talents, prepare more and richer intellectual resources for the development of the hotel, promote the development of the hotel and improve its competitiveness.

5. Use training methods such as lectures, audio-visual, discussion, operation demonstration and case analysis to increase employees' interest in the training content, improve employees' understanding of the training content, facilitate employees to remember the training content and promote employees' internalization of the training content.

Verb (abbreviation of verb) saves energy, reduces consumption and creates benefits;

1. Strengthen the management of water, electricity and gas in the dormitory.

It is necessary to strengthen publicity and education, infiltrate the concept of "advocating economy, opposing waste, opening up sources and reducing expenditure" into the minds of employees, and strengthen management in this regard. In the use of water, electricity and air-conditioning, it should be opened within a limited time according to the actual situation, strengthen supervision and inspection, put an end to the phenomenon of "long running water, ever-burning lamps and long air-conditioning", and strengthen the management of employees' bathhouses. It is forbidden for outsiders to take a bath in the bathhouse and employees to wash clothes in the bathhouse.

2. Strengthen the management of hotel office supplies, clothing and labor insurance supplies.

We will refer to the relevant standards in the past, reorganize and formulate the fixed number of years and quantity standards of office supplies, clothing and labor insurance supplies in various departments according to the actual situation, improve the collection procedures, make accounts as required, and properly keep the warehouse items to prevent deterioration and damage.

3. Strengthen the management of vehicle boarding cards and telephones.

Establish a vehicle use system, implement a vehicle dispatching system, prohibit unauthorized use of vehicles and vehicle detention, strengthen vehicle fuel consumption, maintenance management and vehicle maintenance, ensure the safety of hotel-led vehicles and vehicles, and implement a strict management and registration system for boarding cards and long-distance calls to prevent private use.

Six, internal and external coordination to promote efficiency:

The reception window of the general hotel is in contact, contact and coordinate with various functional departments and units of the society. This year, we will make use of the existing diplomatic resources, continue to strengthen ties with relevant departments, and create a good external development environment for the hotel's operation and development.

At the same time, according to the functions of the department, we will pay attention to the connection and coordination of the work of all departments and offices in the store, coordinate and solve some affairs delayed by improper connection in time, supervise the implementation of various measures and decisions of the hotel, and prepare the minutes of monthly work meetings, so that the work of all departments in the hotel can be arranged every month and acted every day.

Seven, bright brand promotion:

1. Improve the writing level and quality of documents and materials, complete the drafting, printing and sending of all kinds of documents and materials in the hotel in time, strengthen file management, establish a file management system, and properly keep the archived materials and documents without damage or loss.

2. Timely publicize and report the typical deeds of the hotel, increase the publicity of the hotel, vigorously publicize the advanced models emerging in the construction of three civilizations, and vigorously promote the hotel to establish a good external image of the hotel and improve its visibility.

In a word, in the new year, all the staff in the office will work hard for the development and take-off of the hotel with a new starting point, a new image and a new work style, under the correct leadership of the hotel and in close cooperation with various departments!