Hotel front desk is the first "window" of the hotel, and the quality of waiters directly reflects the service quality and management level of the hotel. As a receptionist, I have to face a large number of guests every day, which has a great influence. Therefore, I should pay special attention to etiquette in the service work and leave a good impression on the guests.
As a receptionist, I dress neatly, don't wear heavy makeup, don't wear expensive accessories, pay attention to personal hygiene, and avoid eating pungent food before going to work. In the standing service, always be energetic, smile at the guests and be active and enthusiastic. Be professional, and don't just leave your job to do personal things. Don't chat with others during work hours, ignore guests. In any case, don't argue with guests, use polite language, don't laugh at or satirize guests, don't use vulgar language and behave rudely.
I have a warm and sincere service attitude. When a guest complains about the service, I listen patiently and accept it sincerely, without interrupting the guest's conversation or even ignoring it. I sincerely apologize to the guests and immediately start to solve the problem. Be sure to treat all guests equally and serve them warmly.
I can answer all my questions and never tire of asking them. Answer questions concisely, accurately and clearly. If you are in charge of the hotel's location, service hours and facilities, you don't have to use vague words such as "maybe", "maybe" and "probably" to answer the guests' inquiries. When guests ask questions, I am eager to be their good adviser. In addition to knowing and being familiar with our company, we are also familiar with other local service industries, such as tourist attractions, round-trip routes, means of transportation, shopping places and other related information, so as to provide services to guests at any time and avoid asking questions.
When a guest encounters difficulties, I will try my best to help and never refuse for any reason, such as repairing large and small items on behalf of the guest. If you can't meet the requirements of the guests, apologize to the guests in time for understanding, and don't make up excuses and prevaricate at will. I will keep my promise if I promise my guests, and I will not neglect it or even forget it.
When the guests left the store, they came to the front desk to check out. I am enthusiastic, quick and accurate, and don't delay the guests' time. Check the charges on the spot and settle the money face to face. Thank the guests after checking out. Welcome to visit again. Because I know the right farewell words can impress the guests and attract them to come again.
Self-evaluation of hotel front desk work 2 Three months of hotel life is coming to an end in a blink of an eye. Since work, under the careful training and guidance of the unit leaders, through their own continuous efforts, they have made great progress and gained great gains in their thinking, study and work.
Consciously abide by the rules and regulations of the hotel and insist on attending every training in the hotel. I want to be positive, cherish every brick and tile of the hotel, and always devote myself to my study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition has made me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique.
In learning, I strictly demand myself, and with the strong pursuit of professional knowledge and skills, I correct my work attitude and integrate theory with practice. In addition to learning professional knowledge, we also pay attention to the expansion of knowledge in all aspects, and extensively dabble in the knowledge of other departments and disciplines, so as to improve our own specialties and ideological and cultural quality, including learning to develop good living habits in life, living a full and orderly life, having a rigorous attitude towards life and a good life style, being warm and generous, honest and trustworthy, helpful, having their own good principles, and being able to live in harmony with colleagues.
At work, since I worked in xx, I have worked in catering department, reception desk, room service center and other departments. Before I went to work in the room service center, I also attended the hotel's own training during the hotel renovation. I was learning the operation skills of the guest room at that time. No matter which department I am in, I am strict with myself and study hard. It is with such a firm belief that I strive to become an expert. It laid a good foundation for the smooth development of my future work.
In my future work, I will constantly improve myself and strive to become an excellent hotel worker. I hope to use my brilliant youth to ignite every guest around me and inspire my colleagues to contribute and forge ahead to create a better tomorrow.
Self-appraisal of hotel front desk work 3 is only one year away from graduation. I wanted to work to sharpen my temper, so I found a job at the front desk of a hotel. Became a receptionist and got a real job.
There is a training period when you enter the hotel. Mainly learn some etiquette and rules that need to be followed in front desk work. Not long, that is, about five days. There are more than twenty people working together. After the internship, we were assigned to work in different areas. I was assigned to work as a receptionist in Hangzhou xx Hotel. Do some simple work.
The task of our front desk needs to answer customers politely, and at the same time, we should be able to solve some problems, such as arranging housing and contacting restaurants. Some details need to be realized at work before you know how to do it well. I am still very serious about this internship. Although I am only a small receptionist, I also know how heavy my task is now, so I have been studying.
Although trained, we still need to exercise and study in our posts, which tests all aspects of each of us. I also very much hope that I can do well in my post, but I have been scolded several times in my post, such as being scolded for my poor work and being punished for making mistakes. It makes me feel stressed. I didn't expect a simple front desk job to be so difficult. I was depressed when I couldn't even do the basic work well.
Fortunately, I am a strong person and can withstand pressure. Because I have made many mistakes, I will bow my head and listen carefully every time, and then correct it in time. Maybe I didn't do well, but it didn't prevent me from studying hard. Only by knowing shame and then being brave can we go higher. No matter how many setbacks there are, I can continue to find my own problems and then solve them. After correction, I won't make any more mistakes.
I have a good working attitude and strong adaptability. Even if I have to work overtime sometimes, I don't feel pressured, but I find it interesting. You can't run away from work. As long as you have a solid foundation, you don't have to worry about not doing well in other places. To put it bluntly, work is one thing. I don't need to worry too much about my ability. I don't have high expectations for my first job. The goal needs to be in line with your own situation, and you can't blindly increase the difficulty for yourself. Every time I improve a little, my ability will be stronger.
I am very satisfied with my work during this period, because I did a good job and was praised for not making any mistakes, and I am very happy to be an excellent employee of the hotel and was informed to become a full-time employee. But I also know that I can achieve results because there is nothing wrong with my working style. I need to refuel, otherwise it will easily fall. As a bottom-level employee, I have to do more and work harder than others in order to improve faster. No matter what happens in the future, I will always treat my work with a positive attitude and resolutely complete my daily tasks. Do a good job at the front desk, don't let the leaders down, and don't let yourself regret it.
Self-evaluation of the front desk work in the hotel: 4 winter came and spring came, and I spent another year in the xxx hotel unconsciously. I still clearly remember that I joined the company on XX, XX, XX. At that time, as a relatively passive newcomer in Nuo Nuo, I can now generously shoulder the burden of the front desk of the hotel. In the eyes of other former friends, such a change is simply incredible. But I did it, which is not only the growth of my character, but also my understanding and understanding of the work deepened!
After working here for X years, I have changed too much and learned too much. I think it's time to make a self-evaluation. I hope I can deepen my understanding of myself through this appraisal, so that I can better improve myself and improve myself in my work! The following is my self-evaluation:
First, the human aspect.
As a person, I am more persistent. With the progress of my work, I began to become cheerful. Keeping a cheerful and talkative personality not only makes me more popular in my life, but also enables me to constantly exercise myself even in my life and give play to my advantages more smoothly in my work. And I have become more smooth after entering the society for so many years. In the face of customers, even those who are difficult to deal with, I can try my best to do my job well.
Second, the work.
At work, through such a long period of work accumulation, I am already very familiar with the work, and I know something about the hotel rooms, business and various things. This is also the advantage of the front desk, knowing all kinds of colleagues and often getting feedback from customers. To this end, I not only grew up in my work, but also deeply felt the shortcomings and advantages of our hotel. I also reflected these problems to the leaders in time, and improved and adjusted the hotel in time. As a receptionist, I know very well that my job is not only to check in for customers, but more importantly, to make continuous progress, understand the hotel as a whole and deal with customers' later requirements.
Generally speaking, I have made a lot of progress in this job and gained from all aspects. This made me understand a lot. Although sometimes I feel confused, as long as I stick to my own direction, there will be no problem!
Third, self-criticism
On the way forward, I can't just see the bright side. I am more strict with the shortcomings of the past. For example, in my last job, because of communication problems, I failed to do the work required by customers. This is my problem! I should be more careful when talking to customers, remember their requirements and don't forget to take notes. Only in this way can we finish the work better.
X years have passed, and my study is still not enough. In the future, I will work harder to improve myself and make my work more complete!
In the past five months, under the guidance of the Bureau of Organ Affairs and the specific leadership of Director Li of the reception center, the hotel has earnestly performed its service duties and creatively carried out reception work around the work center, which has won unanimous praise from most guests, colleagues and leaders and successfully completed all tasks assigned by the leaders. At the same time, individuals have also made some achievements in different aspects, mainly in the following aspects, as follows:
I. Raising awareness
As a service work, the essence of hotel industry is to provide guests with high-quality and comfortable dining and rest environment. Reception at the front desk is the first step of work, and it also represents the first impression of the hotel. The front desk service personnel must be highly aware of the importance of work, always keep in mind the service tenet of "guests first, service first" and "completely satisfying guests", always smile and receive guests from all directions seriously and humbly. Only by constantly improving the understanding of the importance of the front desk work can we do the front desk work well, and only by focusing on our own work and paying attention to every service link can we ensure the orderly and healthy development of all the work.
Second, work hard.
In the past x months, I have been diligent and down-to-earth in my work, strictly following the regulations and requirements of the front desk work, earnestly fulfilling the duties of the front desk service and actively carrying out various tasks. During work, I am on duty on time and never leave early, which ensures the normal business order of the reception center. Treat guests with courtesy, enthusiasm, friendly smile, patiently answer and accept questions and suggestions, actively coordinate and solve with relevant units in time, and properly handle complaints from large and small guests, which has been well received by the majority of guests. In the interaction with colleagues, I can unite and help each other, be friendly and harmonious, and properly handle various problems in my personal life.
Third, strengthen study.
At the same time of solid work, I insist on learning various cultural knowledge, mainly in hotel management, law, accounting and other aspects of a systematic and in-depth study. A person's learning ability can determine how far to go. Only by constantly learning from all aspects can we improve our work initiative and innovation and adapt to the ever-changing and developing hotel industry.
Of course, while summing up my achievements, I also have some shortcomings, such as my overall awareness and initiative, which need to be improved in the next step.
In short, at the end of X, with the care and help of leaders and colleagues, I made some achievements, but in the face of new situations and problems, I still need to stand at a new starting point, meet new difficulties and challenges, make persistent efforts, continue to earnestly perform my duties, constantly improve my professional level, and work creatively to contribute my light and heat to the all-round development of the reception center.
In a blink of an eye, I have been at the front desk of xxx Hotel for some time. Although I am still a novice at work, there is not much problem in dealing with the basic service and reception. And all this, thanks to the leadership's teaching and help at work, because with his guidance, I can realize what shortcomings I have in my work and grow up so quickly!
Now, after working for so long, I am getting used to the details of this job. To this end, I am here to make a self-evaluation of my work. It is a new understanding of yourself, so that you can find your own goals and directions in the next work. The following is my self-evaluation:
First, the understanding of the team
Since I came to xxx Hotel, my understanding of the team has gradually awakened. I used to think that a team was a group of people doing their jobs. Now it seems that although this is the case on the surface, it is not the case in the deep heart. At work, I am different from the foreman of xx. We just work in a hotel and meet occasionally. But occasionally, she will tell me some rooms in advance and talk with her deeply, so that I can know the details and advantages of those rooms and make me more confident and confident when recommending rooms at the front desk! And I will also give some help to others at work, maybe just some hotel information, but it can make everyone's work more flexible and better. I think this is my understanding of teamwork.
Second, the improvement of ability.
The basic skills I have learned in my present job mainly come from the training and teaching of xx leaders and xxx predecessors. At first, I just mastered the basic etiquette and business ability. Work is very rigid, and even makes customers a little dissatisfied.
But with the exercise at work, I became more and more proficient in my work. And when serving, you should also learn to look at the customer's "face" to consider what to do next. This not only makes me more confident in my work, but also provides my own encouragement to my customers and makes them satisfied.
Third, its own shortcomings.
Review work bit by bit. Maybe there are many shortcomings. But the most important thing is that I don't treat my work carefully enough! I remembered it again because I accidentally remembered it wrong. It took half a day to count the bills. Although it didn't cause any loss in the end, it left a big shadow on me. To this end, I will be more careful and careful in my future work, and I can't make mistakes because of my own mistakes.
Now, I am still a novice at work. In terms of work, we should learn more from our predecessors. I wish xxx Hotel more prosperous business and smooth work in the next half month!
Self-appraisal of hotel front desk work 7 This internship at xx hotel front desk is a valuable practical activity for me to leave my classmates and school in a real sense, and the hotel front desk is self-appraisal. Not only did I feel a lot, but I also benefited a lot.
First of all, in terms of professional skills, under the strict teaching and supervision of the master, it is not only the improvement of one's own skills, but also the performance of being responsible for the guests, from being completely unfamiliar with the job responsibilities and contents at the beginning to being familiar with them, from reading the operating specifications of the front desk service to actual operation, from "behind the scenes" to "before the curtain". Among them, all the old employees took pains to help me, and I sincerely thank you. It is a new challenge for me to receive customers and answer the phone every time. I don't have rich reception experience and I'm not familiar with the business, so there are obvious shortcomings of low work efficiency in actual operation, and the operation is a bit blunt.
Secondly, I am deeply touched by xx's corporate culture, various types and levels of skills and hotel culture-related knowledge training, which shows me that an advanced enterprise is not only an incentive system, but also an opportunity for self-improvement. In addition, the salary system of Golden Bay is also one of the areas I am very interested in. Flexible scores and scores, plus bonuses, not only bind the salary with personal performance and development potential, but also fully consider the occupancy rate and operating conditions of the hotel. There is also a culture called "problem solving", which is the ability to provide knowledge to help guests solve problems. The "golden key" is typical, and it is also my concern in this internship. Satisfied and pleasantly surprised, accomplish the impossible task.
On the other hand, xx Hotel is short of hardware facilities. It has been in business for more than ten years. The room is slightly narrow and the facilities are aging. Although some rooms have been newly renovated, the pattern is difficult to change. I believe that only by providing better service to guests can we make up for the defects of hardware facilities. Furthermore, through the internship at the front desk, it is found that employees are highly mobile, especially those from other places. Perhaps this is a common phenomenon in hotels, but it will inevitably lead to the brain drain and waste of resources, which requires hotels to invest more time and energy to continuously train new employees.
Through this short-term internship at the front desk of xx Hotel, we can intuitively understand the operation process of the front desk, realize the importance of management practice, and lay the foundation for further theoretical study in the future. At the same time, during my internship, I also met many colleagues and friends, and they also gave me great help. I really appreciate them.
I stayed in the hotel for many days, and my work experience during this time has enriched my life a lot. For example, some of my own progress and changes these days have brought me some inspiration and thinking. Gradually, I began to have some ideas and methods about this job. So in this job at the front desk, I feel that I have complete control now.
After graduating last year, in this society, I have been stumbling, encountered many difficulties, but also encountered some things that can hit me. At first, I was disappointed and lost. It was not until I had a rest and remembered what I was suitable for, that I found that I had forgotten one part that I was best at, that is, communication. I have been a very lively person since I was a child, and I also like to communicate and chat with others. In this respect, I feel that I have some advantages, so after repeated thinking, I want to work as a hotel front desk. Because I majored in hotel management in university, combined with my own factors, I think it is a very good choice to do the front desk work myself, so I am very grateful to the enterprise for giving me such an opportunity and a platform for growth and progress. I am very grateful!
I have been studying hard since I entered the enterprise for half a year, especially in the first three months. I squeezed out a lot of time to study. I know that any job is not easy. At first, I thought I should be able to do this job well, but I didn't know until I entered it that it would be so simple to do a good job at the front desk. So it also tells me that without a correct attitude, we will miss many opportunities for growth. Therefore, during this period, I always told myself to sink my heart and learn from it. It's not enough to do it well. I still need to be close to perfection. This is my goal and the direction I will always work hard for.
I am very grateful to my colleagues in our department for taking care of me during this time, and also to several hotel leaders for taking care of me. Everyone is a warm person, with requirements and goals. I have learned a lot from you, and I have made many changes and progress. I think this will be a beautiful beginning of my career. I will cherish this opportunity to work in the hotel, show myself to the greatest extent in the future, make myself successful, create a good image for our hotel, and let me grow and progress together with the enterprise!