Unconsciously, 2119 is coming to an end. This year is full, busy, happy and growing. So how do you write annual work summary, the hotel front desk supervisor, and the work plan? The following is the model essay of annual work summary, the front desk supervisor of the hotel, and the work plan I brought to you. I hope you like it!

annual work summary, the head of the front desk of the hotel, and the model work plan (I)

In 21xx, under the correct leadership of the central leadership, with the strong support and cooperation of all departments, and with the concerted efforts of the employees of all departments, the front desk of the hotel focused on sales management, focusing on internal management, reducing costs, strengthening business training, caring for employees' lives, etc., and achieved the annual business objectives well, and all the work was also achieved. The main work in 21xx is summarized as follows.

I. Operating conditions

The planned task in the year is xx million yuan, and the actual completion is xx million yuan, exceeding xx million yuan (including the income of individual shops 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

Over the past year, we have 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, so that employees can apply what they have learned. Strengthen business training, take each batch of reception tasks seriously, and make 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, the cooperation between the conference group and the conference center, which requires 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 they complete all reception tasks in a down-to-earth manner. In the case of limited personnel, we require managers to personally guide the work, find problems, feedback information, and make timely adjustments in consultation to achieve the best service standards.

2. Make every effort to strengthen the construction of staff and do a good job in service guarantee.

over the past year, we have always made the reservation and reception service seriously as our priority. Through reasonable arrangement of rooms, improvement of occupancy rate and warm and satisfactory service, every guest in the hotel will be retained. Through the collective efforts of the front office staff in, we successfully received xx large, medium and small meetings. Xxx times, VIPxx times, * * * reception number xx times. Such as xx meeting, xx meeting and xx meeting, when receiving these large-scale meetings, due to the large number of participants, the check-out time is not uniform, which puts forward higher requirements for our reception work. We often work overtime. When receiving xx meeting, because of the high reception standard of xx, we dare not neglect every reception, and often work overtime. Without a single complaint, we still enthusiastically devote ourselves to our work.

3. Carry out the X-th quality service activity solidly and effectively

The X-th quality service activity officially kicked off on X-th. Our department actively organized employees to learn and understand thoroughly, and conducted a series of professional skills training for employees, which greatly improved their service awareness and skills. At the same time, we formulated and reported a series of work processes and standards to make the front office services smoother and clearer. Make the service more refined and standardized, and conduct on-the-job training competition among employees every week according to the plan of high-quality service activities, so that the service level of employees has been greatly improved. The employees in the front office of the X workers' party organized by the center enthusiastically signed up to show their talents. Through this high-quality service activity, a competitive situation has gradually formed among employees, which greatly enhanced their enthusiasm for work.

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

The front office work is complicated, involving a wide range, and the employees are under great pressure. In view of this feature, the front office department 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, and help them when they encounter difficulties in life, so that they 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 require managers to play an exemplary role in business ability and dealing with people. When encountering difficulties, they must rush to the front line with service personnel to motivate employees, reduce their work pressure, cultivate a good atmosphere of concerted efforts among managers, and make employees fully trust the department, so as to maintain a stable and healthy mentality and ensure the quality of customer service.

Third, there are 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, the training is a blank piece of paper. Although everyone understands and understands it, it is not done enough in actual work, which invisibly affects the quality of service.

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

The frequent turnover of front office staff greatly affects the service quality. After a new employee joins the company, it will take three months of probation before he can fully master the work of this position. However, some employees leave after they have just mastered their jobs, resulting in the loss of personnel, gfd, courtesy and etiquette, and insufficient supervision in daily work, resulting in

IV. Work plan for next year

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 comprehensive quality of employees and improve service quality;

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

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

5. Improve the work flow and work standards of each post, and carry out quality service activities to achieve quality standardization, standardization and fine service;

Although we have made some achievements in our work in 21xx, 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 all the tasks throughout the year. We are confident that under the correct leadership of leaders at all levels and with the concerted efforts of all staff, the hotel's tomorrow will be more brilliant.

annual work summary, the front desk supervisor of the hotel, and the model work plan (2)

Unconsciously, 21xx years will soon pass, and this year I am full, busy, happy and growing. At the end of this year and the beginning of this year, look back and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders and friendly cooperation among colleagues, I have made a lot of progress in my work and study.

the front desk is the window of the hotel, the image of the company, the starting point of service, the first step for customers to contact our hotel and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. Starting from welcoming guests at the front desk, a good beginning is half the battle. So I must do my job seriously.

1. Smile and be full of energy

We should keep our best image, greet our guests with our most beautiful side, and let every guest experience our sincerity and enthusiasm when entering the hotel. Strive to improve the quality of service. Answer every call carefully and make every record. Always pay attention to maintaining a good service attitude, warm reception, and cleverly answer every question raised by customers. Be greeted with a smile, be patient and meticulous, and give warm tips.

Second, pay attention to guests' habits and preferences

When guests enter the hotel, we should take the initiative to say hello. When addressing guests, it is very important to say the guest's name accurately if they are regular customers, and guests will feel respected and valued for this. If you are a foreign guest, you can explain the local customs and customs to them, introduce them to the location of the station, shopping malls and scenic spots, and quickly complete the formalities. When the guests go through the formalities, we can care more about the guests and ask them. We also need to collect information such as their living habits and personal preferences, and try our best to satisfy the guests. When they check out, it takes a few minutes to make room rounds. Don't let the guests stand, please sit down and wait.

Third, pay attention to manners

When talking with guests, you should keep eye contact with them at intervals. Smile in front of the guests, especially when they criticize us or explain the problem. Don't argue with the guests, even if they are wrong, give them the right ones. We must keep smiling. No matter how angry the guests are, our smiles will also "put out the fire" and many problems will be solved. Use more polite language, treat guests with a greeting when they come, a sending sound when they leave, and an apology when they trouble guests. Try to solve the problem for the guests in time, and be anxious for the guests. In my opinion, only by paying attention to details, starting from small things and starting from little by little, will our work be more outstanding.

Fourth, focus on the overall situation, regardless of personal gains and losses

No matter whether it is working hours or rest time, if the company has a temporary task assignment, I will obey the arrangement, actively cooperate, and don't find any reason to shirk it. As a member of xx Hotel, I will dedicate my strength to serve the company. At ordinary times, I actively participate in the activities organized by the company, obey the arrangement of superior leaders, and strengthen the feelings between colleagues and the communication between departments.

5. Communication and cooperation between departments

The front desk, guest rooms and logistics are like a chain, and the work of each department is very important. Therefore, in the future work, we should strengthen cooperation with other departments, so that we can work more happily, work more efficiently and get greater benefits. The front desk work is trivial, but as long as we are serious about the big and small. Therefore, I will do everything more seriously and carefully. Watching all kinds of guests come in and out every day, I feel very happy that I can provide them with different services and solve all kinds of problems.

I thank the manager for giving me a chance to work, and the company for providing me with a platform to exercise myself. I am glad that I can take the post of receptionist, and I am extremely proud of my work. I sincerely love my post and hope that I can become more mature in my future work and be more calm and calm when I encounter problems. In the future, I will learn more about telephone skills and etiquette to adapt to the rapid development of the company, make a personal work plan, and learn more about the basic situation and business content of the company. In order to continue to lay a solid foundation for better work in the future, we will also strive to create our own glory here!

annual work summary, the front desk supervisor of the hotel, and the model essay on the work plan (3)

For the guests, the front desk is their first step to contact our hotel, their first impression of the hotel and the facade of the hotel, which is very important. With the understanding of its importance, we must do our job well. Therefore, I have been strictly following the hotel regulations for the past year.

first, like all other service industries,

how to keep smiling, how to greet guests, how to provide services to guests, the language to be used in the service, etc.

Second, pay attention to the image

The front desk is the first impression of the hotel and the facade of the hotel. Therefore, our front desk staff must ask for light makeup, work clothes and a good mental outlook, so as to maintain the image of the hotel and let the guests know and see our mental outlook of xx. So as to leave a deep good impression! Moreover, it is also conducive to the improvement of our own image and self-cultivation. Thus, it will affect our later life.

Third, the training of business knowledge at the front desk

It is mainly the daily work flow. The daily work at the front desk is very complicated, including the handling of check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, and information inquiry and verification of pick-up and drop-off machines. Check and check orders, arrange rooms, and hand over work during shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring a lot of inconvenience to guests and their colleagues!

Fourth, English at the front desk

Some English skills at the front desk are the basic requirements for each of our receptionist, so as to serve foreign guests well. As for English reception, I thought it was not a problem for an English major like me, but later, when receiving foreign guests, many problems came out. For me, I haven't been exposed to English for more than a year before, and I realized that many words are unfamiliar, and the names of many facilities and equipment in the hotel have never been exposed before. Fortunately, our hotel organized English training for the reception desk, which enabled me to review and consolidate the words I had learned before. I also learned a lot of words that I have never touched before, such as the names of many facilities and equipment.

Through such training, I understand the truth that you should never forget to study and recharge yourself! Only by continuous learning can we make better progress and enhance our abilities in all aspects!

annual work summary, the front desk supervisor of the hotel, and the model essay on work plan (IV)

As a front desk supervisor, the work of one year has been smooth and difficult, but it has finally come over. There are also many experiences worth summarizing this year. Now let me summarize some of my work.

1. Understanding of the importance of the front desk work

Although the front desk work has not contributed as much and directly to the hotel development as the departments of hotel business, marketing and finance, since the hotel has set up this position, the leaders must think it is necessary to exist. Through thinking, I think that no matter which post, no matter what job, it is a part of the overall organizational structure of the hotel, and it is all for the overall goal of the hotel. The front desk work should be "the starting point of the hotel's image and service".