Every day is very precious time, after this period of hard work, we must have accumulated a lot of experience and lessons learned, how about a summary in order to do an analysis of the past work and learn from. The following is my annual summary of the front desk work situation, welcome to read!

Front desk work situation of the annual summary of the model 1

First, improve the quality of service, standardize the front desk service.

The front desk is the starting point to show the company's image and service. For customers, the front desk is the first step in their contact with our company, is the first impression of the company, is very important. So the front desk represents the company's image to a certain extent. At the same time, the company's service to customers, from the front desk to welcome customers, a good start is half of the success. With the awareness of its importance, so we must do our job seriously. Strive to improve the quality of service. Seriously answer every phone call, the response to the question seriously answer good records at the same time according to the information involved in the department or the person responsible for scheduling, delivery, reporting. When customers visit us, we will always focus on maintaining a good service attitude, warm reception. In the appropriate environment to skillfully answer the questions raised by the customer. Do welcome with a smile, patience and meticulous, warm tips and so on. In our spare time we will strengthen the study of some of the telephone skills and service etiquette knowledge. Continuously for their own charge, in order to adapt to the rapid development of the company.

According to the record statistics, 20__ I came to the company began: fill out the steel, aluminum base price more than 80 times, reception of visitors more than 30 times, more than 300 times to order drinking water, to do the staff attendance table 2 times, transfer calls more than 200 times, update the address book 3 times, courier send and receive more than 100 times, inventory requisitions for the inventory of 3 times, send and receive faxes more than 50 times, print documents more than 100 times, cleaning more than 80 times, weekend transfer calls 4 times, and weekend cleaning. More than 50 times, weekend call transfer 4 times, fingerprint registration more than 10 times.

Second, do a good job of warehouse management, inventory the warehouse on time, do a good job of categorizing items.

Strictly in accordance with the company's system, to do every item in and out of the registration. Timely check the integrity of the items, the lack of or damage to the items timely reported to the relevant departments for procurement or repair. According to the statistics in October 20__ so far **** for the various departments of the goods into the warehouse more than 20 times, the goods are equipped with the corresponding out of the warehouse records.

Third, the overall situation should be taken into account, regardless of personal gain or loss.

Whether it is working time or vacation time, the company has a temporary task assignment, we obey the arrangements, and actively cooperate with, do not find reasons to shirk. As a member of Huatian, we will dedicate ourselves to the company's service. Usually actively participate in the activities organized by the company to strengthen the relationship between colleagues and communication between departments. And understand more about the company's basic situation and business content. In order to better work in the future to lay the foundation.

Although the work of the front desk is sometimes more trivial, but the size of the matter is to be serious in order to do a good job. So we will do everything by heart. Thank you for the departmental leadership of the teachings and the company to give us the opportunity; through this nearly three months of work, I am also awake to see that I still have many deficiencies, in the days to come we will strengthen learning, and strive to do a better job!

Fourth, the next year's work plan

20__ years have passed, the future will still be very long days, the next 20__ years will be how the development of no one can predict, I always feel that all I have to do is to work hard and insisted on, seems easy to say, do it is not easy to learn, constantly absorb, constantly summarize, learn from others, summarize their own shortcomings, learn from others to express the advantages through their own way of expression, to learn from others, to learn from others, to learn from others, to learn from others, to learn from others. Other people's advantages expressed through their own way, this is my point of view as a human being, the next period of time, I will be in accordance with this idea to try to do. A friend of mine once said to me, "Constant effort and perseverance is a kind of real waiting, and what you are waiting for may be an opportunity for yourself". Yes! I believe that this sentence, waiting, waiting behind is the need for continuous efforts, always think, as long as the efforts, do not have to proclaim themselves, nature will be said, but also naturally someone will recognize. Now for next year's work plan is as follows:

1, to strengthen their work, skills learning to make their own work capacity to further improve in strengthening.

2, establish the concept of lifelong learning, strengthen their own cultural quality learning, and constantly improve their own quality.

3, work to do proactive, solidarity with colleagues, combined with different work environments and personal temperament, personality to do a good job with the first line of work, so that a variety of interpersonal relationships more harmonious and harmonious.

4, in the work of the Ministry of Engineering, and strive to familiarize themselves with the study of engineering characteristics, construction techniques, methods, etc., to improve their professional level, for next year's work of the Ministry of Engineering to contribute to their own strength.

The road is long, I will be up and down, in the coming year, I will strengthen the sense of self-management, the courage to develop and innovate, strengthen the theory and design learning, and constantly improve the level of professional and technical skills. Will also encounter a lot of difficulties, I believe that the leadership care to cultivate, the help of colleagues, their own efforts, I will continue to improve their level of work skills and personal cultural qualities, for the construction of enterprises to do their due contribution

Front desk work situation of the annual summary of the sample 2

Unconsciously in this hotel has been done with a A year time, from the beginning of the front desk know nothing to now stand alone, I believe that this in addition to my own efforts and efforts, but also leave the hotel to bring me the training, as well as the old staff and leadership of my support. Half a year I have learned a lot, "the guest is always right" this service industry known business motto, here is played to the extreme. Hotels in order to achieve certain financial goals, not only to meet the material needs of guests to meet the spiritual needs of guests. So as a hotel operator, often on the guest's requirements, as long as the premise of not violating and against the moral, will be to meet the guests. So from the entry training will be instilled for the staff: "the guests will never be wrong, wrong only us", "only sincere service, will be replaced by the guests' smile". I have always believed that the customer is God's truth, always as far as possible to my own service to the extreme.

The work of the front desk of the hotel is mainly divided into reception, room sales, check-in registration, check-out and settlement of fees, of course, this also includes answering questions for the guests, to help guests deal with the service requirements, telephone transfer and other services. The front desk of the hotel, the work half-time is divided into three shifts, morning shift, mid-shift and overnight shift, rotating work, one of which is a full-time cashier, the other two according to the actual workload distribution of the remaining work. This arrangement is more relaxed, both in the case of heavy workload can be assigned to one person cashier, one person registration sales promotion, the other person is responsible for other services and contact work. And it can also relieve the pressure on the cashier, so that the cashier can do it mindfully and without mistakes. The most important thing is that this way of working, can quickly let the newcomer to get, in the workload of small time by the lead colleague guidance, the workload of large time and can absorb more experience, rapid growth. In this half year I mainly do the following work:

First, strengthen the business training, improve their own quality

Front office as the face of the hotel, each employee has to directly face the guests, the staff's work attitude and quality of service reflects a hotel's service standards and management level, so the training of staff is the focus of the work of our hotel. We regularly conduct training on telephone answering language skills, receptionist etiquette and courtesy and room sales skills training, as well as foreign language training. Only through training can I have further improvement in business knowledge and service skills, in order to better provide guests with quality service.

Second, strengthen my sales awareness and, improve the occupancy rate

Front office department according to the market situation, and actively promote the sale of loose rooms, this year the hotel launched a series of room promotions, the receptionist in the hotel preferential policies at the same time according to the market situation and the day's check-in situation flexibility of the price of the front desk of the loose guests had a significant increase in the occupancy rate has increased, emphasizing that Receptionist: "As long as the guests to the front desk, we have to try to let the guests live down" purpose, to strive for more occupancy.

Third, focus on the coordination of work between departments

The hotel is like a big family, departments and departments will inevitably friction in the work of the coordination of good and bad in the work will be greatly affected. Front Office Department is the entire hotel's central department, it has a close working relationship with the catering, sales, rooms and other departments, such as problems, we can take the initiative and the department to coordinate and solve, to avoid the deterioration of things, because everyone's *** with the purpose of the hotel, do not solve and deal with a good hotel will have a certain negative impact.

Fourth, consider how to make up for the mistakes of colleagues and departmental work, to ensure that guests check out in a timely manner, so that guests are satisfied

The front desk cashier is the last department of contact before the guests leave the store, so usually in the checkout to us to complain about all kinds of services in the hotel, and these problems are not caused by the cashier, at this time, the most taboo to shift the blame or accuse of causing difficulties in the department or individual. "It's not a matter of concern, hanging high" is the most undesirable, it not only can not make up for the fault, but let the guests suspect the management of the entire hotel, thus deepening the degree of distrust of the guests. Therefore, should be calm and cool to play the intermediary function, by the cashier to other individuals or departments to explain the situation and ask for help. After the problem is solved, the guest should be solicited again, when the guest is often sensitized by your enthusiasm to help, thus changing the initial bad impression, and will even establish a close and mutual trust of the guest I relationship.

Although the sword is sharp, it is not sharpened constantly", "after learning hard to know the insufficiency". Only learning can constantly sharpen a person's character, improve moral integrity, improve service skills. Let's take a robust pace, keep moving forward, in order to go our a piece of the sky can spread wings and fly! Mingya brothers and sisters, for our tomorrow and work hard!

Annual summary of the front desk work situation 3

Time flies, I worked in the company nearly a year, in the company as a front desk clerk, in the job during the period to learn and gain a lot, but also recognize a lot of their own shortcomings. Now the work of the year is summarized as follows:

First, self-understanding

The front desk is the company's external image of the window, one word and action are on behalf of the company, the reception of the company's guests to welcome the guests to welcome the courtesy of answering the phone to the attitude of amicable, to treat the day-to-day work of the affairs of the serious and careful, in the work of learning, learning to make progress, benefited from the work of a great deal.

Second, attendance work

In the period of time also served as the company's attendance spot checks and statistics. In the statistics of attendance in strict accordance with the implementation of the attendance system, to do not favoritism. Strictly maintain the rules and regulations set by the company.

Third, procurement management

seriously and carefully do a good job of office supplies in and out of the warehouse, according to the type of office supplies are categorized and placed, eliminating the warehouse messy situation. In the improvement of office supplies storage environment at the same time also laid the foundation for the subsequent inventory statistics. To maintain a clean and tidy appearance of the warehouse has become a long-term basis for warehouse management.

Fourth, there are shortcomings

1. As just take over the work of less than a year, a lot of places to understand the lack of in-depth detail, need to continue to work hard;

2. To deal with urgent matters, the lack of calm and cool;

3. To be treated as a person, the attitude of the lack of enthusiasm.

V. Self-summary

In this year's work there are many problems occur, we should be good at finding problems, grasp the problem, and in the first time to solve it, to enhance their own ability to work. This also requires me to continue to learn, to improve. Strive to improve their own shortcomings in the next year, to do a better job, more professional!

Sixth, the work plan

1. Continue to strengthen the study, enhance the understanding of the work, innovative work methods, improve the effectiveness of the work, and better complete the work tasks.

2. Continue to increase the knowledge of how to deal with people, the past encountered urgent matters when the lack of calm and collected to be corrected.

3. Strictly supervise the registration of the staff to go out and do a good job in the monthly attendance report statistics.

4. Do a good job of the management process of goods in and out of the warehouse, to avoid the loss of funds.

5. Undertake other matters temporarily assigned by the supervisor.

Annual summary of the front desk work situation 4

The past 20__ year is a full and busy and happy year. In this New Year's arrival, looking back at the road, in almost five months to our ___ hotel, as a just joined a year's staff, in our front office department department leaders and colleagues care to help, I know nothing about the reception work of the hotel from the front desk to be able to work independently now. From not dare to speak to be able to communicate with guests freely! Here I sincerely thank the department leaders and colleagues to help me, thank you! Now I do a summary of the previous year's work.

Front desk is to show the image of the hotel, the starting point of the service. For the guests, the front desk is their first step to contact our hotel, is the first impression of the hotel, is the front of the hotel, 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 the guests, starting from the front desk to welcome guests, a good start is half of the success. With the realization of its importance, so we must do our job seriously. Therefore, I have been in the past year I have been in strict accordance with the provisions of the hotel. Summarized can be used in the following five aspects:

First, courtesy, etiquette

Like all other service industries, courtesy, etiquette: how to maintain a smile, how to greet the guests, how to provide service to guests, in the service of the guest to be used in the language and so on.

Second, pay attention to the image

The front desk is the first impression of the hotel, is the face of the hotel. Therefore, our front desk staff must require light makeup, with uniforms on duty, with a good mental outlook on the guest, so as to maintain the image of the hotel, so that guests understand and see the spirit of our Yibang. Thus leaving a deep and favorable impression! Moreover, it is also conducive to the improvement of our own image and cultivation. Thus, affecting our future life.

Third, the front desk business knowledge training

The main daily workflow, the front desk of the daily work is very tedious, the guests check in, check out of the handling, telephone transfer, inquiries, provide information, luggage storage, pick-up and drop-off information inquiries and verification. Order checking and verification, room scheduling, handover work during the shift changeover, etc.. Therefore, we must always maintain a serious, meticulous work style and sense of responsibility! So as not to bring a lot of inconvenience to the guests and their colleagues!

Fourth, the front desk English

Some of the front desk English ability to have is the basic requirements of each of our receptionist, so that we can be good for the guests from foreign services. For the reception of English, I thought that for a person like me who majored in English is not a problem, but later in the reception of foreign guests, a lot of problems came out for me has been more than a year without contact with the English language that I understand that I'm a number of words have been rusty, but also a lot of facilities and equipment of the hotel's name is not previously contacted. Fortunately, our hotel has organized the English training for the receptionist, so that I can review and consolidate the words I have learned before. I also learned a lot of words that I hadn't come across before, such as the names of many facilities and equipment. Through this training, I realized that no matter what time it is, don't forget to learn, and keep charging myself! The only way to make better progress is to keep learning, so that all aspects of their ability to continue to strengthen!

Fifth, to the overall situation

Do not care about personal gains and losses. Whether it is working time or vacation time, if the hotel has a temporary task assignment, I will obey the arrangement, actively cooperate, and do not find reasons to shirk. As a member of Yibang, I will dedicate myself to the hotel. Usually actively participate in the activities organized by the hotel to strengthen the relationship between colleagues and communication between departments. And understand more about the basic situation of our hotel and business content. In order to work better in the future to lay the foundation.

In the past year, I have a lot of aspects of the shortcomings, such as leadership and colleagues of the exchange of some of the shortcomings, but also some of the shortcomings of the work, my colleagues and I put forward the proposal is that the guests are more when I will be nervous, in the new year to come, in the future on the work of the I will certainly overcome this mentality. I am also very grateful to give me advice colleagues! Because of you I recognize my own shortcomings, only to have the opportunity to correct. I also have a great help! Although the work of the front desk is sometimes more trivial, but the size of the matter is to be serious in order to do a good job. So I will do everything with all my heart. Thank you for the departmental leadership of the teaching and the company to give me the opportunity, in the future I will strengthen the learning, hard work!

Front desk work situation of the annual summary of the sample 5

The hotel work of all parties, the daily minutiae, to do a good job in the hotel work requires patience and careful, adhere to the work of their own, perfect completion of the work task.

The past ___ year is full of busy and happy year. In this New Year's arrival, looking back at the road, in almost five months to our ___ hotel, as a new employee, in our front office department department leaders and colleagues care to help, I know nothing about the reception work of the hotel from the front desk to be able to work independently now. From not dare to speak to be able to communicate with customers freely! Here I sincerely thank to give me help 'department leaders and colleagues, thank you! Now I do a summary of the work of the previous five months.

The front desk is to show the image of the hotel, the starting point of the service. For guests, the front desk is the first step of their contact with our hotel, the first impression of the hotel, is the face of the hotel, 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 the guests, starting from the front desk to welcome the guests, a good start is half of the success. With the realization of its importance, so we must do our job seriously. Therefore, I have been in the past five months I have been in strict accordance with the hotel's regulations. Summarized can be used in the following five aspects:

First, like all other service industries, courtesy, etiquette: how to maintain a smile, how to greet the guests, how to provide services to guests, in the service of the guest to be used in the language and so on.

Second, pay attention to the image, the front desk is the first impression of the hotel, is the face of the hotel. Therefore, our front desk staff must require light makeup, with uniforms on duty, with a good mental outlook on the guest, so as to maintain the image of the hotel, so that guests can understand and see the spirit of our Yibang. Thus leaving a deep and favorable impression! Moreover, it is also conducive to the improvement of our own image and cultivation. Thus, affecting our future life.

Third, the front desk business knowledge training. Mainly the daily workflow, the daily work of the front desk is very tedious, guests check in, check out of the handling, telephone transfer, inquiries, provide information, luggage storage, pick-up and drop-off information inquiries and verification. Order checking and verification, room scheduling, handover work during the shift changeover, etc.. Therefore, we must always maintain a serious, meticulous work style and sense of responsibility! So as not to bring a lot of inconvenience to the guests and their colleagues!

Fourth, the front desk English, some of the front desk English ability to have is the basic requirements of each of our receptionist, so that we can be good for the guests from foreign services. For the reception of English, I thought for a person like me who majored in English is not a problem, but later in the reception of foreign guests, a lot of problems came out for me has been more than a year without contact with the English language that I understand that I have a number of words have been rusty, but also a lot of facilities and equipment in the hotel's name are not in contact with the previous. Fortunately, our hotel has organized the English training for the receptionist, so that I can review and consolidate the words I have learned before. I also learned a lot of words that I had not come across before, such as the names of many facilities and equipment. Through this training, I realized that no matter what time it is, don't forget to learn, and keep charging myself! The only way to make better progress is to keep learning, so that all aspects of their ability to continue to strengthen!

Fifth, the big picture, regardless of personal gain or loss. Whether it is working time or vacation time, if the hotel has a temporary task assignment, I will obey the arrangement, actively cooperate, do not find reasons to shirk. As a member of Yibang, I will dedicate myself to the hotel. Usually actively participate in the activities organized by the hotel to strengthen the relationship between colleagues and communication between departments. And understand more about the basic situation of our hotel and business content. In order to work better in the future to lay the foundation.

In the past five months I have a lot of aspects of the shortcomings, such as the leadership and colleagues of the exchange of some of the shortcomings, but also some of the shortcomings of the work, my colleagues and I put forward the proposal is that the guests are more when I will be nervous, in the new year, in the future, I will work to overcome this mentality. I am also very grateful to give me advice colleagues! Because of you I recognize my own shortcomings, only to have the opportunity to correct. I also have a great help! Although the work of the front desk is sometimes more trivial, but the size of the matter is to be serious in order to do a good job. So I will do everything with all my heart. Thank you for the departmental leadership of the teaching and the company to give me the opportunity, in the future I will strengthen the learning, hard work!