As the manager of the hotel lobby, what kind of summary will you make in your work? The following is the "summary of the work of the front office manager of the hotel" carefully compiled by me for your reference! I hope I can help you! Stay tuned for more exciting content! Summary of hotel front office manager's work-

21XX is an extraordinary year for the hotel. Since the hotel was restructured, the front office has actively cooperated with the marketing department to receive various meetings of different types and sizes, the most notable of which is the meeting reception in XX Street. The successful reception of the meeting has been unanimously recognized by the leaders of XX Street, and the hard work of the employees who always paid off has finally brought successful results. However, although we have gained some reception experience from the meeting reception, there are still some shortcomings, and the service is passive. In view of this situation, we will sum up the rich experience in the future work reception, learn from each other's strong points, make the future reception work better and more standardized, and build our own brand.

The season of the year lies in spring, and the day is in the morning. According to the changes in the development of the hotel industry, some preferential activities have been launched in cooperation with the Housing Department in the off-season of housing. In addition to the price concessions, guests will be given free fruits, provided that the guests with a price of more than RMB 151, followed by those who have stayed for more than RMB 111 for more than 8 times, will be given a free day at the next check-in, provided that they have the same certificate, so as to attract more repeat customers and let the guests come again. These preferential activities have been unanimously recognized by the guests, and at the same time, the hotel has gained certain economic benefits and achieved an increase in popularity.

The front office is the sales window of the hotel. In the promotion of house prices, especially, let the receptionist master certain sales skills. How can we sell our services? This requires our receptionists to master certain skills in the promotion, and proceed in the order from high to low in price. However, we are often still lacking in this respect, and we are not aware of the importance of our work. When guests come, we just introduce and sell them mechanically. This is far from enough, even in the software service, it is not very flexible and active. Therefore, it is the top priority of the work to let receptionists learn to sell, and let them sell the best products of the hotel to the guests, while making them happy to accept them. This is a skill that will be implemented as a key point in future work.

according to the work observation in the past year, from the bellboy to the front desk reception post, the service lacks the initiative and enthusiasm of hotel employees. The most basic thing is that guests don't greet, ask and leave. It is the mistake that should not be made the most. Of course, some employees do better. In the future work. As the front office staff, they should be smiling, polite, enthusiastic, thoughtful and highly responsible according to the training standards to win more repeat customers.

Hotel employees change frequently, and fresh blood is always added from time to time. There are more new receptionists this year, and the new employees after training have different business knowledge and their own quality standards. In this case, according to the needs of work, the receptionist and bellboy are trained in business knowledge and skills operation once and for all. Its purpose is to firmly establish staff work, deepen business knowledge and carry out work better. Summary of Hotel Front Office Manager's Work II

I have been working in this hotel for half a year unconsciously. From the beginning, I learned about the front desk to the present, and I am independent. I believe that in addition to my own efforts and efforts, I also left the hotel to bring me training and the support of old employees and leaders. I have learned a lot in half a year, and the well-known business motto of "the customer is always right" has been brought to the extreme here.

in order to achieve certain financial goals, hotels should not only meet the material needs of their guests, but also meet their spiritual needs. Therefore, as a hotel operator, we often meet the requirements of our guests as long as we don't violate the law and morality. Therefore, from the induction training, employees will be instilled: "The guests will never be wrong, only we will be wrong", and "Only sincere service will bring the guests a smile". I have always believed that customers are God, and I always try my best to serve myself to the extreme. The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, it also includes services such as answering questions for guests, helping guests handle service requirements and telephone transfer. At the front desk of the hotel, the work is divided into three classes: early shift, middle shift and all-night shift, and one of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is relatively loose, which can be assigned to one cashier, one person to register and sell, and the other person to be responsible for other services and contact work under heavy workload. But also can alleviate the pressure of cashier, so that cashier can be clear-headed and make no mistakes. The most important thing is that this way of working can quickly let newcomers gain experience, be guided by the class leader when the workload is small, and absorb more experience and grow rapidly when the workload is heavy. In the past six months, I have mainly done the following work:

1. Strengthening business training

As the front office of the hotel, every employee should directly face the guests. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is the focus of our hotel. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, and foreign language training. Only through training can I further improve my business knowledge and service skills, and can I better provide quality services to my guests.

second, strengthen my sales awareness and skills

improve the occupancy rate. The front office actively promotes the sale of scattered rooms according to the market situation. This year, the hotel has launched a series of rooms to promote sales. The receptionist flexibly grasps the room price according to the market situation and the day's occupancy at the same time. The number of scattered guests at the front desk has increased significantly, and the occupancy rate has increased. It is emphasized that the receptionist: "As long as the guests come to the front desk, we must try our best to let them stay."

Third, pay attention to the coordination among departments

Hotels are like a big family, and friction will inevitably occur between departments in their work, and the quality of coordination will be greatly affected in their work. The front office is the central department of the whole hotel, and it has a close working relationship with catering, sales, guest rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it to avoid the deterioration of things, because everyone's common purpose is for the hotel, and if it is not solved and handled well, it will bring certain negative effects to the hotel.

Fourth, consider how to make up for the mistakes made by colleagues and departments

Ensure that the guests check out in time and make them satisfied. The cashier at the front desk is the last department that the guests contact before leaving the hotel, so they usually complain to us about the hotel's services at the checkout, and these problems are not caused by the cashier. At this time, it is most undesirable to shirk or blame the departments or individuals that cause difficulties. "It is irrelevant and hangs high", which not only can't make up for the mistakes, but makes the guests doubt the management of the whole hotel, thus deepening the distrust of the guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guest for advice again. At this time, the guest is often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between the guest and me. Although the sword is good, it is not sharpened constantly "and" it is not enough to know after diligent study ".

Only learning can sharpen a person's character, improve his moral cultivation and improve his service skills. Let's take vigorous steps and keep moving forward, so that we can fly high in the sky! Brothers and sisters of XX, work hard for our tomorrow! Summary of hotel front office manager's work III

It is a big challenge for me to take over the front office work since March this year. Before I enter the working state, I should be familiar with the working environment and get to know each other with employees, purposefully reduce my strangeness and quickly integrate myself into the big family of XX.

Second, after having a basic understanding of the hotel's management mode and tourist source structure, we should appropriately adjust our own state and management mode, and initially establish a good cooperative relationship with new and old employees and departments.

the third is to cooperate with teachers' training, strengthen planning management and procedural operation, in order to achieve the requirements of obviously improving service quality.

as for the first two points, I believe that with years of hotel experience and modest personality, I have quickly entered this circle. The key step is to pass the 51-day training, and the employees of the department are polite. There has been some progress in appearance and job skills, but when it comes to the plasticity of employees' quality service; The efficiency of departmental work is another long-term goal.

I. summary of the work of the front desk

The work of the front desk in the past year has come and gone, and there are many novices. From the opening to now, the staff has hardly been neat. Although the work has basically been carried out, there are still many unsatisfactory places, which are manifested in the following aspects: first, lack of active and enthusiastic service awareness, impatience, blunt attitude and poor sense of responsibility. For example, guests' demands are simply informed of the responsibility point, and they seldom understand and urge the result of the incident, and they are often complained because they neglect the guests, which is reflected in their carelessness in their work, such as careless handling of accounts, careless revision, insufficient unity and cooperation, especially the lack of cooperation between other departments, and even fierce disputes. Fourth, labor discipline is general and the phenomenon of off-duty is serious.

objectively speaking, these problems may be caused by the shortage of manpower, long working hours, easy fatigue, and long-term emotional instability. In this case, some rules for stabilizing the team are not strictly enforced. Subjectively, there are still behaviors that neglect ideological discipline, and excessively protect them from the norms. The service standards of humility, patience, smile, thoughtfulness and speed required by the reception desk are not as good as expected, so there is still a lot of room for improvement.

Second, be strict with yourself and correct the shortcomings

As a review of my work for more than half a year, I hope to correct my shortcomings in the following four aspects in my future work, so as to carry out my work better and more smoothly.

First, we should be good at understanding others, tolerate others, keep enterprising, pay attention to cultivating our various abilities and qualities, and strive to become an expert in our own work.

Second, we should have a high sense of responsibility at work and establish a smoother communication channel.

Third, we should always observe ourselves from other people's standpoint, treat ourselves realistically, find out our weaknesses and admit our shortcomings in our work.

fourth, strengthen internal management, arouse the enthusiasm of employees, and make our public area more warm and tidy through joint efforts.

Third, improve the quality of managers

The hotel is a youthful workplace, and the hotel service should be full of joy and vigor, and a happy heart can be maintained at work, so that the state service can make a qualitative leap. On this basis, it is necessary to unite and cooperate, and all the work can be carried out smoothly; Only by orderly competition can the service quality be improved.

1 managers should have a big picture (eyes can't just focus on their own departments, and the idea of having nothing to do with themselves will hinder management progress).

2 Managers should have the courage to take responsibility (first try to solve the problem as much as possible when encountering problems, instead of passing the buck first and summing up the gains and losses afterwards)

3 Managers should try their best to be fair; Fairness and openness (employees are the foundation of enterprise development, and the success of an enterprise is first and foremost the success of employees, and employees who are treated correctly exert more energy)

4 Managers should have the ability to mobilize the enthusiasm of employees (this is particularly important, most of the hotel's work is boring and tedious, and due to other reasons such as life, employees will inevitably feel depressed. If the dissatisfaction or even pessimism is suppressed, even if the work can be completed, As the saying goes, details determine success or failure. Hotel management is no big deal. Only by doing small things can great things be achieved. The quality of service depends on the degree of detailed work. Only by doing detailed work can guests feel the existence of service, which has been fully realized in the management system of the decision-making level of the villa.

IV. Other suggestions

1 Once a month, a department coordination meeting or a preparation and summary meeting before and after a large reception will be held.

2 weekly health inspection attended by managers

3 Every week, all departments rated 1 service stars, and at the end of the month with the most stars, they were excellent employees.

4 Skills contests were held regularly (such as making beds in guest rooms; The winner of the restaurant will be given an evaluation score

5. Set up an employee activity room or carry out cultural and sports activities

6. Set up a store information column (report or announce things related to the hotel)

7. Employees will return that part of their wages to the department as activity funds due to attendance

8. Set up a suggestion box

9. Give small gifts to employees on their birthdays

5. Work plan for 21XX years

Due to XX Villa's work plan, It not only undertakes the reception of government affairs, but also the reception of the competent superior units, and is also open to social tourists. Looking forward to 21XX, with the completion of the renovation of Building No.1, XX Mountain Villa has been on par with high-standard hotels as a whole. In order to have a supporting front desk service team, the work of the front desk should be adjusted as follows.

1. Considering the nature, scale and business volume of the hotel, in order to ensure the efficiency of the front desk and facilitate customers, the organization and staffing of the front desk department should be set up correctly.

2. As for the nature of hotel service work, each specific job has its specific special skill requirements. Standardizing post work rules and service processes is not only an objective measure of whether employees are qualified or not, but also a basis for guiding employees to meet the minimum requirements.

3. Customer service is a holistic and systematic work, which cannot be done by one person or one department. In order to ensure the success of operation and management, it is necessary to emphasize the overall operation, and the supervisor should master the methods and skills of effective communication, do a good job of communication and coordination inside and outside the department, horizontally and vertically, and achieve efficient service by integration and optimization.

4. Strengthen internal management, strictly enforce various work indicators and rules and regulations, put an end to employees' paralyzed thoughts, strengthen safety awareness and awareness of energy conservation and emission reduction.

5. Combine hotel software and hardware updates, strengthen customer visits and improve the customer history file system. Be familiar with the investable customers of the hotel, clearly reflect the concentration problems from the guests, listen to the customers' opinions, keep close contact with the guests to promote emotional exchange, and ensure a certain customer base.

6. One of the key points of establishing a hotel marketing public relations communication network is to establish a perfect customer history file and sign the bill according to the order.