# Work Summary # Introduction Every employee should summarize his work in stages, find problems in the summary and absorb lessons. Annual work summary's four essays at the front desk of the hotel are!

A model essay by annual work summary, the front desk of a hotel

Unconsciously, the year of 21xx is about to 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 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, they need to wait for a few minutes for 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 Sunshine 365 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

Front desk, guest room 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 obtain greater benefits.

The work at the front desk is trivial, but we can do everything well as long as we are serious. 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 Manager Xiong of our department for giving me a job opportunity, and thank 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 I 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's model essay on the front desk of the second hotel

If you want to do a good job in the front desk, you must have an important understanding of the front desk work. This position not only reflects the image of the company; It is also the first image of foreign customers to the company. Therefore, starting from welcoming guests at the front desk, a good start is half the battle. I think, no matter which post, no matter what job, it is a part of the company's overall organizational structure, and it is all for the company's overall goal. After 21XX years of training at the front desk of the hotel, I have summarized the following points:

1. Pay attention to the coordination with various departments, and check out the room according to the daily room conditions

The hotel is like a big family, and friction will inevitably occur between departments in the work, and the quality of coordination will be greatly affected in the work. The front office is the central department of the whole hotel, and it has a close working relationship with the catering, sales, guest rooms and other departments. If there is a problem, we should be able to coordinate with this department actively 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.

second, solve disputes, deal with problems, and serve first

The aging of some hotel equipment has caused some inconvenience to guests when they check in, which often leads to complaints from guests. For these disputes and problems, the front office calmly responded and solved them actively, timely and properly. For the individual guests' deliberate difficulties, we have also been patient, smiling and making amends, and always taking the maintenance of the hotel's reputation as the premise to make the guests satisfied as much as possible.

While making achievements, we should also be deeply aware that there are still many problems in our work due to the mobility and unprofessionalism of the front office staff and other reasons.

Third, the lack of smiling service

The reception desk insists on "three meetings" in daily work, that is, when meeting guests, it will smile, greet and communicate. Service needs a smile. Only by always smiling at the guests can the service be full of vitality, and the guests will feel our heartfelt service. When the guests enter the hotel, they call the guests actively, warmly and cordially, and a greeting and language communication bring us closer to the guests. But our employees haven't always put a smile on their faces, and sometimes they don't speak Mandarin when they open rooms for guests.

fourth, the lack of sales skills

due to the lack of professionalism, our employees are still lacking in room sales skills. At the same time, the front desk should flexibly grasp the room rate according to the market conditions and the check-in situation of the day. The front desk should also communicate well with the security guard in advance, deepen the tacit understanding of cooperation, adhere to the purpose of "as long as the guests come to the front desk, we will try our best to let the guests stay", and the front desk will shout up the price. If the guests turn away because the house price is too expensive, the security guard should cooperate with them to take the initiative to reduce the price to retain the guests.

V. loopholes in financial accounts

Because the check-in process at the front desk is all done by hand, it is easy to operate artificially; Computer programs can not find out the actual number and price of houses because they can be modified at will; There is a big loophole in this. Fortunately, our employees never make small moves and corrupt money from them. But just in case, the loopholes in the front desk finance should be filled as soon as possible.

in order to further improve the quality of our work, cooperate with the sales department to complete the sales task, increase the sales price of the hotel's scattered rooms, and handle various problems more properly, so that every guest can come on an impulse and return with satisfaction, we still need to keep working hard to do better!

annual work summary Fan Wen, the front desk of the third hotel

In a fierce and fruitful year, with the careful guidance of the hotel leaders and the concerted efforts of all the staff in the guest room, the housekeeping department overcame the related personnel changes in the hotel, the transformation of the dining box on the fifth floor of the hotel into a guest room, the renovation of the shower room in the guest room, the serious brain drain, repeated inspections by relevant authorities and departments, the installation of digital TV set-top boxes, numerous engineering maintenance projects and other factors, so that all the work can be planned. In combination with the department's work policy of "starting from high requirements, starting from details and strictly managing", the work of the housekeeping department in the past year is summarized and reported as follows: < P > 1. Operation: < P > The total business volume of rooms completed in XX was 14211717.19 yuan (including the total housing income of 14117174.11 yuan and the miscellaneous amount of rooms of 183643.19 yuan). The average monthly turnover is 1,183,393.11 yuan (of which the average monthly housing income is 1,168,189.51 yuan, and the monthly miscellaneous amount of rooms is 1,5313.61 yuan), and the total number of houses has reached 45,751, with an annual average house price of 316.38 yuan and a housing rate of 89.52%.

according to the above data, combined with the annual analysis, all the indicators of guest rooms have increased compared with those of xx, but there is still a certain gap from the business indicators (1.2 million per month) issued by the hotel, mainly due to the influence of the first quarter and September, but it has basically maintained an upward trend. Under the instructions of hotel leaders, the income of guest rooms is based on the principles of "high if possible", "no vacancy" and "retaining every guest".

conference reception: there are only two conference rooms in the hotel, and the multi-function hall on the fourth floor is called "multi-function conference hall", but it can't meet the needs of many business meetings and training conference guests. First, the ports for guests to access the Internet are limited, and only one port can be provided. In this way, guests have to bring their own corresponding equipment, which causes some trouble to the guests. It is recommended to buy a set of related equipment, keep it in the computer room, and register and collect it temporarily when needed for room meetings. Second, the meeting whiteboard is of poor quality, which is not easy to keep. It has been replaced several times in a year, and there are many training meetings in hotels. For training meetings, the guests are not easy to use and shake, and the words written by others are not easy to read. It is recommended to buy an electronic whiteboard, which avoids the replacement cost of ordinary whiteboard and the cost of whiteboard pen. Third, the area is limited, so it is not convenient to set up what guests want. Meetings with a large number of people can't be picked up, and meetings with a small number of people are too expensive. It is suggested that the hotel let the sales department flexibly set prices according to the number of guests, meeting content and meeting cost. Fourth, there is no place for guests to rest, and there is only one bathroom nearby the conference room, which is still shared by men and women. The executive meeting room on the 15th floor can only accommodate 21 people, which is a small meeting room. Its disadvantages are as follows: firstly, there are no customized table covers, such as table covers and tables used by 21 people for meetings with 11 people, and the tables are patchwork, so one more table cover can be customized to facilitate meetings with fewer people; Second, there is no audio equipment.

problems with drinks: the cost of individual drinks is higher than that of hotels of the same grade, and the consumption psychology and hobbies of guests have not been fully grasped to purchase drinks and make them into rooms. During the third quarter of XX, we investigated the drinks in individual hotel rooms, made corresponding adjustments, canceled pistachios and replaced soda water with Wang Laoji, which had a slight effect and kept the miscellaneous income of rooms at about 31,111 per month during the last two quarters.

Second, the quality of service and hygiene:

The quality of service has remained relatively stable in XX years, and the period of high complaint rate for customer service is July and August. The main reasons for this are the housing rate during that period, the serious brain drain, the inability of new employees to integrate with other employees as soon as possible after entering the department, the lack of group consciousness and the lack of correct guidance from grassroots managers. Based on these factors, The department has carried out a series of internal affairs rectification. First, we should start with the mentality of the old employees and do more ideological education, so that the old employees can be more deeply aware of their roles in hotels and departments, and let the old employees realize the importance that hotels and departments attach to them, so as to bring the old with the new. In addition, in the constant combing of complaints, we found another factor of the problem, which lies in the over-service and lack of family service of the department employees. It either bored the guests or made them unable to appreciate the hotel's attention to the guests. After going to two extremes, without making the guests feel at home, the department launched a series of interesting department and team training, coupled with the personal experience of the managers, which avoided the deterioration of this phenomenon in the later period and got better.

sanitary quality is the lifeline of the guest room, and any link of the department should not be sloppy. As always, the guest room adheres to the purpose of "employee self-inspection, minister inspection and manager spot check" and has been continuously improved under the constant guidance of hotel leaders. On the whole, the occupancy rate and renewal rate of rooms in this hotel are relatively high. In this case, the daily renewal of rooms is relatively early, and the daily check-in time of guests is also early. In order to provide the front desk with rental rooms in time, the rooms are almost kept in a state of "rushing for rooms", and for a period of time, the rooms have been kept short of staff. Even with these objective factors, the department is still under the tolerance and trust of hotel leaders. The corresponding adjustment was made in time, and the original situation of all fixed floors of the health class was changed to the situation of single fixed floors, special personnel replacing floors, three people moving to and from work to make up for the vacant posts in special time periods, and the rest were flexibly arranged, which further improved the spirit of unity and cooperation, achieved on-call and mutual help, and kept the lifeline of the guest room.

Third, supporting facilities and equipment:

In order to improve the occupancy rate of guest rooms, the hotel issued relevant work arrangements for XX years at the end of XX years, one of which was to take XX years as the year of improving guest facilities and equipment. During this year, the hotel and departments increased the collection of guests' opinions, strengthened communication with peers, and paid more attention to employees' suggestions. When hotel conditions permitted, The corresponding rectification has been carried out, and the rectification items are roughly as follows:

1. The guest room put into use in the early stage from the 7th floor to the 5th floor was transformed into the shower room of the bar room, and the shower curtain was replaced by the movable glass door, which is convenient for guests to take a shower and prevent splashing and flooding of the bar room;

2. The dining box on the fifth floor was transformed into a new guest room. The main features are that the glass door in the shower room of the bar room is double-opening, the room is fast to get electricity, and the carpet is new. In addition, the transformed three-person room and three-person suite can meet the special needs of individual individuals and have been well received by guests many times after being put into use.

3, increased