Summary of the work of hotel receptionist 1

I have been working in _ _ _ Hotel since I graduated from school, and I am a room attendant. The following is a summary of my 21__ years' work:

The window of the hotel is the impression 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, they should state their names and positions correctly if they are regular customers. It is very important that guests will feel respected and respected for this. 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, you can ask more guests, especially those from other places, and explain the local customs to them. In order to introduce the location of stations, shopping malls and scenic spots, ask the guests for fatigue, and do the formalities properly. When the guests check out, they need to wait for a few minutes for room rounds. At this time, don't let the guests stand, ask them to sit down and wait for a while, and ask them how they are staying or for the hotel. Communication can make guests feel more warm, and it can also eliminate all kinds of unhappiness that guests encounter in 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 in front of the guests, and 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 the work of the front desk staff in the hotel 2

I entered the hotel unexpectedly from _ _ _ _ _ _ _ _ _, and I was really excited to pass the interview in the hotel. At the same time, it made me determined to work hard and make my own contribution to the hotel before work. However, I am just a rookie, and I am not as good as I thought in many lenders. After experiencing several failures, I began to work hard in a down-to-earth manner and strengthen my ability step by step through my own efforts.

Now, in a blink of an eye, I have finished my probation work for _ months, and will soon become a full-time employee in my post. I'm really happy about this. At the same time, I decided to work harder to improve my working ability. Now, I am here to make a summary of my work while I am becoming a full member.

I. Personal work situation

As a newcomer, I was arranged for training for _ weeks after I first entered the hotel. Starting from the basic etiquette of the hotel, I can't take up a formal job until I can successfully pass the examination of training. After coming to the post, I have to slowly increase my work under the guidance of my predecessors, and slowly let myself really learn how to work at the front desk of the hotel. Learn how to do this job well here.

Different from what I thought in the past, I got to know the profession of hotel front desk again during the training. This is not a simple job, and it is not a job that can be done simply by standing at the counter as a "vase". As a front desk, it is very important for us to know all aspects of the hotel, including rooms, business, dishes and configuration, because our most important job is to let customers stay and stay in our hotel. This means that we don't know anything about the advantages of hotels, which are all our advantages! The more we understand, the better we can promote sales, and the more we can bring benefits to the hotel.

during this period of work, I constantly exercise my ability, so that I can better complete the tasks of the hotel. Can also better complete their duties. In the next few months, my work got on the right track and attracted many customers for the hotel.

2. Shortage

At the beginning of my work in recent months, I was a little arrogant, which led to my poor work, but I made many mistakes. But fortunately, the leader didn't criticize me very severely, but taught me a little how to face customers and how to do my job well. With the help of leaders and colleagues, I quickly corrected my shortcomings and problems, and gradually, I became better.

III. Summary

I have really caused a lot of trouble to everyone during this period, but I have also learned a lot from you. In the future work, I will work harder to improve myself and do my job better! Let yourself make more contributions to the hotel!

summary of the work of the front desk staff in the hotel 3

I have been working in this hotel for half a year unconsciously. From the beginning, I learned about the front desk to the present, I believe that apart from 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, the requirements of guests are always met as long as they do not 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 make my own service 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 them handle service requirements, and transferring calls. 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 their shift colleagues 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:

First, strengthen business training and improve my own quality

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, and improve the occupancy rate

The front office actively promotes the sale of casual rooms according to the market situation. This year, the hotel has launched a series of room promotions. The receptionist flexibly grasps the room price according to the market situation and the day's occupancy at the same time as the hotel's preferential policies. The number of casual guests at the front desk has increased significantly, and the occupancy rate has improved. It is emphasized that the receptionist: "As long as 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, and ensure that the guests can check out in time to satisfy the guests.

The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel's services when checking out, and these problems are not caused by the cashier. At this time, it is most undesirable to shirk or blame the department or individual that caused the 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! Elegant brothers and sisters, work hard for our tomorrow!

summary of the work of hotel front desk staff 4

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 21 years of training at the front desk of the hotel, I have summed up 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 at work, and the quality of coordination will be greatly affected at 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!

summary of hotel receptionist's work 5

21__ summary and plan of hotel receptionist's work: Time flies, and a new year is coming soon. In the coming 21__ years, with the care and enthusiastic help of company leaders and colleagues, I have successfully completed the corresponding work of reception at the front desk. Now make a summary of the work in 21__ years.

first, the basic content of the front desk work.

The work at the front desk is a position that requires patience and responsibility, and a warm and positive working attitude is very important. In October, 21__, I started to work as a receptionist, knowing that the receptionist is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiries patiently and make corresponding answers as much as you can.

second, the experience and lessons of the front desk work.

Before working in _ _ _ enterprise, I had experience in reception, but I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved, and the service concept needs to be further deepened. During the work, let me learn how to communicate better, how?