Front desk staff personal summary of the work of 5
A period of time inadvertently the work has come to an end, which also means that, again, to be ready to start writing a summary of the work. How to write a work summary is more eye-catching? The following is my personal summary of the work of the front desk staff, welcome to read!
Front desk staff personal summary of work 1
For this job, I can seriously, down-to-earth and do a good job. Although I only act as an ordinary protagonist, this protagonist is not only so simple to collect money, which there are a lot of complex procedures. In the work period I learned a lot of experience, had added a lot of insight.
But as a cashier must have an enterprising, enthusiastic, proactive, thoughtful mentality to serve every customer. In the work of the occasional encounter a lot of unpleasant things, but I have to overcome, not with negative emotions, because this will not only affect the self state of mind will also affect the attitude of customers.
Every day will meet different guests, different guests have different temperament, for different customers we should supply different services, because the industry's unchanging purpose is: "customer first". To deal with customers, always have a smile on your face, supply polite service, to let the customer experience a sense of cordiality, even in the service work encountered some unpleasant things, if we are still greeted with a smile, then again unreasonable guests have no reason to lose their temper, the so-called "meet a smile, a hundred things to eliminate", so that the customer is happy with the self also The first thing you need to do is to get your hands dirty.
Although this is just a simple cashier, in the eyes of others is so insignificant, but from it teaches people a lot of truth, improve our own quality. Continuously learning, constantly improving self-moral cultivation, constantly improving self-service skills. "Only by learning can one continue to sharpen one's character, improve one's moral character, and improve one's service skills. Even if it is an ordinary cashier, as long as you keep moving forward, in order to go our self want a piece of heaven!
The following are some of the concepts that I personally have realized in this work time that I must understand as well as self-requirement:
1, anxious guests of the urgent, think of the guests of the idea
Every day will come into contact with different types of customers, for different types of customers to provide different types of services. The purpose of the service remains unchanged: the customer is God!
2, to the customer smile
To the most cordial side of the customer to experience a sense of home. Even in the checkout service work encountered unpleasant things, can still be greeted with a smile, I believe that the unreasonable customers have no reason to lose their temper.
3, do not make a commitment to the guests are not sure
When the needs of the guests need to be completed by other departments or individuals with the assistance of the decision should be consulted, because the guests want to get the most accurate answer. But in any case, this does not mean that you can not want to do everything possible to solve the problem for the guests, the key is to let the guests understand that he has a problem that you can not immediately solve, and you do try to help him.
Many guests at the front desk to ask for more invoices, we have rejected politely refused, and proposed that guests can operate in other points of tips, counted in the room charge program, so that both the hotel can gain, but also to meet the needs of guests, but never to be attached to the guests and violate the principle.
4, to study how to make up for colleagues and departmental errors, to ensure that guests timely checkout to guest satisfaction
The front desk cashier is the last department of the guest contact before leaving 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 about the person, it's not about the person". "Things do not concern themselves, hanging high" style is most undesirable. Can not make up for the fault, but let the guests doubt the management of the hotel, thus deepening the degree of customer distrust, so should be calm and cool to play the intermediary function of the cashier to other individuals or departments to explain the situation, requesting help, after the problem is solved, you should once again seek advice from the guests, the guests tend to be sensitized by your enthusiasm to help, so as to change the initial bad impression, and even the establishment of a close and mutual trust of customers and The relationship between us.
5, continuous learning, constantly improve their moral integrity, and constantly improve their service skills
Continuous self-learning, constantly sharpening their personal character, improve moral integrity, improve service skills. Let us take a robust pace, keep moving forward, in order to go our a piece of the sky can spread wings and fly.
Believe me, I can do it better, thanks to the leadership of the appreciation, I love this job, I want to do it! Colleagues, let us work together side by side. Go for it.
20__ years, the hotel front desk in the center of the leadership of the correct leadership, in the strong support of the departments to cooperate in the department staff *** with the efforts of the sales management, from the deep grasp of the internal management, reduce costs, strengthen the business training, care for the lives of employees and other aspects of the work carried out to complete the business objectives of the year better, the work has also made significant achievements. Also made remarkable achievements. Now on the end of the year the main work is summarized as follows:
First, the business situation
The annual plan task ___ million yuan, the actual completion of ___ million yuan, exceeding ___ million yuan, (of which ___ million yuan of income from the bulk of the market, the average room price of ___ yuan / room), accounted for the guest room income of ___ ﹪, to complete the plan of the ___% of the income and the same period of time compared to the growth of ___ million yuan.
Second, the main work
1, strengthen business training, improve staff quality. Over the past year, we mainly focus on service skills as the focus of training, strictly in accordance with the training program to carry out training work, and phased assessment of employees, while strengthening the on-the-job practical training, so that employees can learn to use. Strengthen the business training, seriously treat each batch of reception tasks, according to different stages, different teams, to develop a detailed training program and reception plan. All the staff of the Front Office Department know that only by constantly enriching themselves can they accomplish the reception tasks in a practical way. In the case of limited personnel, we require managers must personally visit the front line to guide the work, find problems, feedback information, *** with the consultation and timely adjustment to achieve the service standards.
2, all efforts to strengthen the staff team building, good service guarantee. Over the past year, we have always done a good job of booking, reception services, as the focus of work. Through the reasonable scheduling, improve the occupancy rate, warm and satisfactory service, to retain every guest to the hotel. Year through the collective efforts of the staff of the front office department, successfully completed the reception of large, medium and small meetings ___, such as ___ meeting, ___ meeting, ___ meeting, in the reception of these large-scale meetings, due to the large number of participants, the check-out time is not uniform, which puts forward a higher demand for our reception, we often work overtime, in the reception of the military region meeting, due to the ___ reception of the standard is high, so we every time! Reception dare not have a trace of negligence, often overtime, we do not have a trace of complaints, a complaint, still passionately into the work.
3, solid and effective quality service activities. Quality service activities in ___ month ___ officially kicked off, my department actively organize staff to learn, eat through the spirit of a series of professional skills training for employees, greatly improving the staff's service awareness and service skills, and at the same time, the development of a series of workflow and work standards, so that a variety of services in the front office better and more fluid, more clear standards, so that the service is more refined, standardized through this quality service activities, in the staff, in the staff, the staff, the staff, the staff, the staff, the staff, the staff, the staff, the staff, the staff, the staff, the staff and the staff. This quality service activities, in the staff gradually formed a kind of competition for the first posture, greatly enhanced the enthusiasm of the staff.
4, care for staff life, create a relaxed and happy working atmosphere. Front office work content is complicated, involving a wide range of staff work pressure, for this feature, the front office always emphasize the need to care about the life of the staff, whether from the department manager or to the director, can actually solve the difficulties for the staff. Encountering festivals, managers will take the initiative to remind them to hang up the phone at home to greet their parents, send them fruits when they are sick, and will take the initiative to help them when they encounter difficulties in life, so that they can feel the collective warmth of mutual help and love.
In order to alleviate the pressure of work and enhance cohesion, the department often find them to talk and encourage them to meet the new work in a better working condition. At the same time, we require managers to play an exemplary role in both business ability and conduct must be encountered difficulties must be with the service staff rushed to the front line to motivate employees, reduce the work pressure on employees, cultivate the management of the managers to work together, the same sweet * * * * good atmosphere, so that the staff fully trust the department, so as to make the staff to maintain a stable, healthy state of mind, to ensure that the quality of service to the guests.
Third, there are shortcomings in the work
1, the training effect is poor. After we train the staff, the staff also have a deeper understanding of the content of the training, but due to the lack of a unified monitoring mechanism, resulting in training is a blank sheet of paper, although everyone understands and understands, but in the actual work, not enough to do in place, in effect, also affects the quality of service.
2, service quality, service level to be improved. Front office staff flow frequently, to a large extent, affecting the quality of service, a new employee from the entry, after three months of trial, to fully master the work of the post, but some employees just skilled in the work of the post, they will be put forward to leave, resulting in the loss of personnel, grooming, politeness and etiquette, in the day-to-day work of the supervision is not enough, resulting in a three-day fish, two days of sunshine nets of the situation!
We need to increase the daily work of the inspection efforts to form a good habit.
Fourth, 20__ year work plan
1, focus on customer demand, positive and true to the higher leadership to reflect customer demand, for the leadership to adjust the strategic thinking to provide the basis.
2, continue to strengthen training, improve the overall quality of staff, improve service quality.
3, really care about the staff, stabilize the workforce, reduce staff mobility.
4, pay attention to the details of the staff's services, services from the details to start, to provide guests with satisfactory and thoughtful service.
5, improve the workflow and work standards of each position, the implementation of quality service activities to achieve quality standardization, standardization, refinement of services.
20__ year's work has made certain achievements, but we will not be proud, slack, slack, the next year's work will be even more difficult, we will carry forward the achievements, and with more enthusiasm into the work, and strive to complete the annual work tasks. We are confident in the correct leadership at all levels, under the leadership of all staff *** with efforts, the center's tomorrow more brilliant.
Front desk staff personal summary of the work of the 3Since the term, I strive to adapt to the work environment and the front desk of this brand new job, seriously perform their job duties, better completed the work of the task. Now more than half a year of learning, work situation is summarized as follows:
First, learning in practice, and strive to adapt to the work. This is my first job after entering the company, as a newcomer, just joined the company, I am very rusty on the company's mode of operation and workflow, thanks to the boss and colleagues of the patient guidance and help, so that I am familiar with the work of the front desk in a relatively short period of time and the functions of the company's various departments. Also let me quickly complete the transition from student to employee. (It is said that the front desk is the company's external image of the window, just more than half a year also let me have a new understanding and experience of this sentence. Front desk is not a vase, a word and a deed are on behalf of the company, the reception of the company's guests to welcome the guests with courtesy, answer and transfer phone calls to be kind, dealing with the daily affairs of the office building to be serious and careful, to treat colleagues to be modest and sincere bits and pieces let me learn at work, in the study of progress, benefited a lot.)
Second, learning the company's corporate culture, enhance self. Join the collective, really appreciate the "hard work, professionalism, self-confidence, vitality, innovation," the connotation of the ten words, I think it is also the incentive for everyone to move forward, I also take these ten words as a guideline to require themselves to a positive and optimistic attitude towards work, down-to-earth and honestly do their jobs, and promptly find shortcomings in the work, and timely and departmental Inadequate work, timely communication with the department, and strive to do a good job, to be a qualified, competent employees. This has been the goal and direction of future efforts.
Third, expand their knowledge, and constantly improve themselves. More than half a year's work also let me have a sense of crisis, the work will inevitably encounter some bumps in the road, so rely solely on my current knowledge and understanding of the company is not enough, I want to work in the future, but also to continue to recharge their own batteries, to broaden their knowledge, and to reduce the work of the blanks and mistakes. Beginning of the workplace, it is inevitable that there are some small mistakes; but the lessons of the past, the master of the future, these experiences also allow me to continue to mature, in dealing with a variety of issues to consider a more comprehensive, to prevent the occurrence of similar mistakes.
This work history let me learn a lot, feel a lot, see the rapid development of the company, I am y proud, in the future work, I will strive to improve self-cultivation and connotation, to make up for the shortcomings in the work, in the new learning to constantly sum up experience, with a humble attitude and full of enthusiasm to do my job, play their potential for the construction and development of the company to contribute their own! The strength of the company's construction and development!
___, I stepped into the ___ this "big family", I am very happy to have this opportunity to join us. __ the work of this period of time, I also did not complete the work on time, in addition to the leadership of the criticism, more or understanding and help. Because of this, in this short period of more than a month, I have fallen y in love with this big family. After the leadership's concern, the help of colleagues and their own efforts, adjustments, and now familiar with the daily work. In a flash, it has come to the end of the year, each of us in pursuit of progress, will inevitably be at the end of the year to take stock of themselves. This is also a kind of encouragement to themselves. Thinking back to the work of the past month, I divided this time into several stages: first familiarize themselves with the leadership of various departments and colleagues. Anything, any collective is the main body of people.
And cooperation between people is a team must have the spirit. I first spent a week or so to observe and understand the leadership and colleagues, and strive to quickly integrate into the collective. At this point, I think I should have done, and now have a basic understanding of colleagues.
Secondly, familiarize yourself with the work. My daily work is very mixed, such as: receiving and transferring the switchboard phone; distribution of letters, newspapers and magazines and registration; reception of visitors; registration of conference room use; receiving and sending mail registration and query whether it arrives; courier fee settlement; barter items to receive; warehouse management; management of flowers and trees there are phone bills, ip long-distance fee payment, details and reimbursement. Every morning, to the unit, began to issue daily newspapers and magazines, mail delivery and receive some barter items, time I began to account for the cost of courier orders, the work do not understand, I asked colleagues and leaders in a timely manner, and is now familiar with the daily work of the program.
Although the work of the front office is not like the company's market, distribution, advertising and other departments of the company's development contribution to the large, direct, but the company has set up this position, the leadership must think that there is a need for its existence. I think, no matter which position, no matter which job, are part of the company's overall organizational structure, are for the company's overall goals and efforts. The front desk is "the image of the company, the starting point of the service". We seem to be trivial things, but can not be missing, with us, in order to make everyone put their minds better into more important things to go, with the recognition of its importance, prompting me to further think about how to do a better job next year.
In the new year, I will strive to improve the quality of work, do a good job of this work, the most important thing is the service attitude and service efficiency. First of all, keep not late, on time to work. Come to the company first open the air conditioning, lights, distribution of newspapers and magazines, letters, etc., ready to work. During working hours, keep a good working condition. Smiling face to welcome, patience and meticulous and so on. Dealing with work events, know how to prioritize things reasonably arranged, to do: do things quickly, efficiently, without error, recognized by the leadership and colleagues, satisfaction. There is also to strengthen the communication with colleagues in all departments of the company, in order to better carry out their work.
I believe that the new year will have new weather, I will meet the arrival of the new year with a smile, and actively face the new challenges in the work, and constantly improve themselves, improve themselves, and strive to achieve qualitative leap in the work.
Unconsciously in this hotel has done half a year time, from the beginning of the front desk to know to now block a face, I believe that in addition to my own efforts and efforts, more leave the hotel to bring me training, as well as the old staff and leadership of my support. Half a year I learned a lot of time, "the guest is always right" this service industry known business motto, here is played to the extreme.
The hotel 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 the requirements of the guests, as long as the premise of not violating the law and violate the morality, will maximize the satisfaction of the guests. So from the entry training will be instilled in the staff: "the guests will never be wrong, wrong only us", "only sincere service, in return for the guest's smile". I have always believed that the customer is the God's principle, always in as far as possible to do my own service to the utmost.
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 is divided into three shifts: morning shift, midday shift and overnight shift, and the work is rotated, with one person working as a full-time cashier and the other two assigning the rest of the work according to the actual workload. This arrangement is more relaxed, so that in case of heavy workload, one person can be assigned to cashiering, one person to register and sell, and the other person to be responsible for other services and contact work. Moreover, the pressure on the cashier can be relieved, so that the cashier can keep his mind clear and make no mistake. Most importantly, this way of working allows newcomers to gain experience quickly, and when the workload is small, they can be guided by colleagues in charge of the shift, and when the workload is large, they can absorb more experience and grow rapidly. In this half year I mainly do the following work:
First, strengthen the business training, improve their own quality
Front Office Department as the face of the hotel, each employee has to directly face the guests, the staff's attitude and quality of service reflects a hotel's service level and management level, so the training of staff is the focus of the work of our hotel. Therefore, training of staff is the focus of our hotel. We regularly conduct training on telephone answering language skills, receptionist etiquette and courtesy and room sales skills, 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, to strengthen my sales awareness and sales skills, improve occupancy
Front Office Department according to market conditions, and actively promote the sale of casual rooms, this year the hotel launched a series of room promotions, the receptionist in the hotel at the same time as preferential policies according to the market situation and the day's occupancy of the flexible grasp of the price of rooms, the receptionist of the bulk of the 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 do everything possible to let the guests stay" purpose, and strive for more occupancy.
Third, pay attention to the coordination of various departments
The hotel is like a big family, departments and departments in the work will inevitably friction, 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 the problem, to avoid the deterioration of the situation, because everyone's *** with the purpose of the hotel, do not solve and deal with a good hotel will bring a certain negative impact.
Fourth, consider how to make up for the mistakes of colleagues and departments, to ensure that guests check out in time, so that guests are satisfied.
The front cashier is the last department that guests contacted before leaving the store, so usually in the checkout to us to complain about all kinds of hotel services, and these problems are not caused by the cashier, at this time, the most taboo to shift the blame or blame for the difficulties caused by the department or individual, "it is not a matter of concern, hanging up" the most undesirable, it is not only can not make up for the fault, but let the guest It not only can't make up for the fault, but also make the guests doubt the management of the whole hotel, thus deepening the degree of distrust of the guests. Therefore, the cashier should calmly play the function of intermediary, explain the situation to other individuals or departments, and ask for help. After the problem is solved, the guest should be consulted again, and then the guest is often sensitized by your enthusiasm to help, thus changing the initial bad impression, and even establish a close and mutual trust of the guest and my relationship. Although the sword is sharp, not sharpened constantly", "after learning hard to know the lack of".
Only learning can continuously sharpen a person's character, improve moral integrity, improve service skills. Let us take a vigorous 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!