Time goes by and never stops. A period of work has ended. Looking back on the work since this period, we have gained a lot. Let's summarize the past achievements into a work summary. Before writing, you can refer to the model essay. The following is a summary of hotel staff's work (7 selected articles) compiled by me for your reference, hoping to help friends in need. Summary of Hotel Staff Work 1

After graduating from school, I came to work in xxxx Hotel, from being a room attendant to being promoted to assistant manager in the lobby, and learned that I have no knowledge in books. It is the summary of my 21xx years' work: the window of the hotel is the impression that the hotel gives to the guests. Important image, smiling, full of spirit, with the most beautiful side to meet guests, so that every guest will experience sincerity and enthusiasm when entering the hotel.

1. Pay attention to guests' preferences

When guests enter the hotel, they should say hello. When addressing guests, if they are regular customers, they should accurately state their names and positions, which will make them feel respected and respected. It is also necessary to collect information such as guests' living habits and personal preferences, and make every effort to make guests feel unexpected surprises every time they stay in the hotel.

Second, personalized service

When guests go through the formalities, they can ask more guests, especially those from other places, and can explain the local customs to them. In order to introduce the location of stations, shopping malls and scenic spots, they can ask the guests for fatigue and do the formalities well. When they check out, they need to wait for a few minutes for room rounds. At this time, don't let the guests stand. Please sit down and wait for a while and ask them how they are staying or for the hotel.

3. Smile service

When talking with guests, you should pay attention to etiquette and politeness. When talking with guests, it is impolite to bow your head and stare at the guests, and you should exchange eyes with the guests at intervals. Listen to the guest's opinions more, don't interrupt the guest's speech, and nod your head when listening to show your respect for the guest. Smile at the guests. Smile when the guests criticize. No matter how angry the guests are, their smiles will "put out the fire" and the problem will be solved.

Use more polite expressions, greet guests when they come, send them away when they leave, and apologize when they trouble them. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, be patient and explain it to him. Just smile and you will get what you want. I, pay attention to details, start from small things, and start from little by little, which will make our work better.

different services to solve various problems. Sometimes work is really tiring, but I feel full and happy. I am glad to be on the front desk, and I am extremely proud of my work. I sincerely love the position. In the future work, I will make my own work plan and strive to show my glory! Summary of hotel staff's work 2

The past 21xx years have been a full, busy and happy year. On the occasion of this new year, looking back on the road, I have been on duty independently since I came to our X Hotel for almost X months, as a newly-hired employee, with the care and help of our front office department leaders and colleagues. Never dare to speak to be able to communicate freely with guests! Here I sincerely thank the department leaders and colleagues who helped me, thank you! Now I'll make a summary of the work in the past x months.

the front desk is the starting point to show the image and service of the hotel. For guests, the front desk is the first step for them to contact our hotel, the first impression of the hotel and the facade of the hotel, which is very important. So the front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests begins with welcoming guests at the front desk, and a good start is half the battle. With the understanding of its importance, we must do our job well. Therefore, I have been strictly following the hotel regulations for the past X months. To sum up, it can be said in the following five aspects:

1. Like all other service industries, politeness and etiquette

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

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!

4. English at the front desk. Having some English at the front desk is the basic requirement for every receptionist, so as to serve foreign guests well.

As for English reception, I thought it would not be a problem for an English major like me, but later, when I received foreign guests, many problems came out. For me, I didn't know English for more than a year before I realized that many words were unfamiliar, and the names of many facilities and equipment in the hotel were all unfamiliar. 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!

5. Focus on the overall situation, regardless of personal gains and losses

No matter whether it is working hours or vacation time, if the hotel has a temporary task assignment, I will obey the arrangement, actively cooperate with it, and don't find any reason to shirk it. As a member of xx, I will dedicate myself to the hotel. Usually actively participate in the activities organized by the hotel, strengthen the feelings between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel. In order to work better in the future, we will continue to lay the foundation.

in the past x months, I have many shortcomings, such as communication with leaders and colleagues, and work. My colleagues and I suggested that guests often make me nervous. When the new year comes, I will definitely overcome this mentality in my future work. I am also very grateful to my colleagues who gave me advice! Because you and I realize our own shortcomings, we have the opportunity to correct them. It is also of great help to me!

Although the work at the front desk is sometimes trivial, everything must be done carefully. So I will do everything with my heart. Thanks to the instruction of the department leaders and the opportunity given by the company, I will strengthen my study and work hard in the days to come! Hotel staff work summary 3

Every employee working in a hotel should directly deal with the guests, so our employees' work attitude and service quality reflect the service level and governance level of a hotel. The cashier is the core part of this hotel. I know that my responsibility is great, and my negligence will bring economic losses to the hotel. Therefore, at work, I do every job conscientiously and responsibly, and actively learn more professional knowledge from other colleagues to strengthen my professional level. Only in this way can we make further progress in our business knowledge and service skills, and bring better service to our guests and make them overjoyed.

there is a saying that is very good! Elimination is not that you don't have potential, but whether you care about your job. Yes, it's not that you don't have the potential to be competent for this job, but that you don't like it, so you can't do it well. Everyone is really dissatisfied with their present situation, but why some of these humble jobs can succeed, while others are getting worse every day, and the final result is to be eliminated. It's very simple, that is, the attitude towards work is different.

In the process of communicating with guests, you should pay attention to etiquette and politeness. It is impolite to bow your head and stare at the guests all the time when talking with them. You should continue to exchange eyes with the guests at intervals. Listen to the guest's opinions more, don't interrupt the guest's speech, and nod your head constantly during listening to show your respect for the guest. When guests criticize us, we must keep smiling. No matter how angry the guests are, our smiling faces will "put out the fire" and many problems will be solved. As long as we keep smiling, we will get unexpected results. I think that only by paying attention to details, starting from small things and starting from little things will we make our work more outstanding.

A hotel is like a big family, and it is inevitable that some unpleasant things will happen at work. Therefore, in my daily work and life, I always pay attention to my words and deeds, take the initiative to deal with my colleagues, respect others and win respect for myself. Everything is prosperous at home. Only in this way can our hotel make great progress.

In these days, I have grown a lot and learned a lot, but I am also deeply aware and aware of the shortcomings.

1. Lack of flexibility and initiative in service, and dare not do it boldly for fear of doing something wrong.

2. When encountering unexpected events, I lack good psychological quality and can't handle things calmly.

The new year is about to begin. I will be down-to-earth and do things seriously under the leadership of hotel leaders. Actively cooperate with the foreman, supervisor and leaders to complete all the work, strive to improve their comprehensive quality, improve service quality, correct those shortcomings, strive for better development on the excellent platform of the group, and contribute their modest efforts to the prosperity of the hotel. Summary of Hotel Staff's Work 4

Time flies, and 21xx years will soon pass. During this year, under the guidance of the company's correct operation, the management department of X Hotel implemented the management of the department with the concept of "high efficiency, innovation and service", successfully completed the tasks assigned by the company and won the praise of the guests many times. The work this year is reported as follows:

1. Strengthen business training and improve service level

Every employee of the hotel is the window and image of the hotel. An employee's work attitude and service quality can truly reflect the service level and management level of a hotel. As four hotels, we take the quality training of employees as the focus of our work. Including reception etiquette, sales promotion skills, language skills in answering telephone calls, etc. Think about what customers think and worry about what customers are anxious about. Through training, employees' business knowledge and service level have been significantly improved.

second, strengthen employees' sales awareness and skills

The two floors under the responsibility of the management department are mainly for customers' leisure activities. Therefore, according to the market situation, the hotel has launched a series of promotion programs. According to the needs of customers, the receptionist carefully explains the preferential activities such as rooms, gyms and cafeterias. In this way, not only the sales skills of employees have been trained, but also the number of individual customers at the front desk has increased significantly and the occupancy rate has increased. The utilization rate of other recreational facilities has also increased.

Third, pay close attention to hygiene quality, and create a clean, beautiful and comfortable environment for customers

The image of a hotel is not only reflected in the excellent service, but also in the subtleties. Only by cleaning all parts of the hotel and keeping it clean and hygienic can we make our customers feel at ease and comfortable. Therefore, we have introduced relevant measures in health management, detailing the work, starting from rooms, halls, restaurants, gyms and internet cafes, leaving no dead ends or stains to ensure that guests are clean wherever they go.

IV. Shortcomings in the work and future plans

Although the hotel management has achieved good results this year, we also deeply realize our own shortcomings, which are as follows: First, we still lack some flexibility and initiative in service; Second, individual new employees are not skilled enough; Third, the work in sales and health needs to be further strengthened.

in the future, our management department will unite as one, under the correct leadership of X Hotel, and around the hotel's annual mission objectives, with full spirit and high morale, to provide quality and effective services to each customer. The specific measures are as follows:

1. Continue to strengthen staff training, from the aspects of service etiquette, reception skills, sales skills, etc., and cooperate with the business department to do the sales task next year.

2. Continue to implement the responsibility system, do a good job in supporting health services, take customer satisfaction as the purpose, strengthen the on-site supervision and quality inspection of management personnel, gradually improve the service methods of employees in various departments, and improve the service level.

3, comprehensive coordination, cooperate with various departments to complete the work better. The management department should do a good job in organizing and coordinating the work of various departments in the hotel. Let them give full play to their due departmental functions, so as to strengthen the cooperation ability of departments and provide customers with high-quality and satisfactory services.

21xx carries many people's dreams. When I enter the new year, I hope I can gain something in my work, give full play to my advantages, avoid my disadvantages and learn more experience in my work. I hope that the work of the department can be further improved on the existing basis. In 21xx, my department and I will thoroughly implement the purpose of "guests first, service first", do a better job in management and actively establish the brand image of the hotel. Summary of hotel staff's work 5

Time can't stand hard work. With the efforts of all members of our xx hotel, 21xx years passed quickly in the busy work. Looking back on this year, as the front desk manager of xx Hotel, I strictly abide by the development plan of the hotel in my work, demanding myself seriously and rigorously, asking employees to actively and enthusiastically do a good job in the front office service of the hotel and bring the service of xx Hotel to customers.

As a front desk manager, I am very aware of the importance of the front desk duties of a hotel. It is the signboard and business card of the hotel. What is the service and experience of a hotel? You can realize it within a few minutes of entering the door. To this end, the front desk is one of the most important positions in the hotel. As the manager of the front desk, I should set a good example in my work, strictly do my own work, and manage the situation of the front desk and lobby to ensure that every guest who comes to xx Hotel can experience the excellent service of xx Hotel and choose here. The following is a summary of my work in the past year:

1. Work thoughts

In my work, I insist that thoughts are more important than abilities. As a manager at the front desk, I insist on "controlling responsibility by thinking" in my post, and insist on training my own and the service ideas of the front desk staff to strengthen it.