Personal work summary of hotel front desk 1

The front desk is the starting point to show the image and service of the hotel. For every visiting guest, the front desk is the first step for them to contact our hotel and the first impression 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 visiting guests begins with welcoming guests at the front desk, and a good beginning is half the battle. Recognizing its importance, I must do my work carefully.

First, strive to improve service quality.

Answer every call carefully, memorize the extension numbers of all departments, call each visiting guest to check the contact upstairs in strict accordance with the requirements of the hotel, and carefully handle the temporary visitor card for each visiting guest. I will always pay attention to maintaining a good service attitude when visiting guests or petitioning in the local area and will receive them warmly. Cleverly answer the questions raised by customers. Smiling, patient and meticulous, warm tips. In my spare time, I will strengthen the study of telephone skills and etiquette. Recently, the hotel organized English training. I insist on attending every class, studying hard there and constantly charging myself to adapt to the rapid development of the hotel.

Second, strive to create a good foreground environment.

To maintain a good hotel facade image, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that tourists can have a pleasing feeling.

Third, focus on the overall situation, regardless of personal gains and losses.

Whether during working hours or during vacation, if the hotel has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of-,I will dedicate my strength to serve 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 the hotel. In order to work better in the future, we will continue to lay the foundation.

I have been a receptionist for almost a year, and my work scope is small. There is also less work content. However, I have my own shortcomings. If I don't pay enough attention at work, I will feel confused. Sometimes solving problems is still lacking. I hope I can work harder and harder in the future. Do more for the hotel.

In 20 years, I will constantly improve my image, make a good work plan for 20 years, and improve the quality and efficiency of my work. And sense of responsibility

(1) Strive to improve the service quality, handle affairs quickly, with high efficiency and without making mistakes. Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them. When answering the phone, you should also constantly improve your language skills; Clever question and answer guests. Strive to satisfy every customer.

(2) Strengthen the study of etiquette knowledge. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc. You can also take classes, and the knowledge you speak is very practical. After class, people will be more confident and have more temperament.

(3) Strengthen communication with hotel departments. Knowing the development of the hotel and the work content of each department, with these knowledge reserves, on the one hand, you can answer customers' questions in time and transfer calls accurately. On the other hand, you can simply answer customers' questions within your power, and at the same time you can seize the appropriate opportunity to promote the hotel.

Although the work at the front desk is relatively easy, you should do everything seriously. So I will do everything with my heart. I will study hard and work hard in the days to come!

Summary of personal work at the second front desk of the hotel

Performing service duties and creatively carrying out reception work have won unanimous praise from most guests, colleagues and leaders, and successfully completed various tasks assigned by the leaders. At the same time, individuals have also made some achievements in different aspects, mainly in the following aspects. The following work is summarized 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.

Over the past year, I have been diligent and practical in my work, strictly in accordance with the provisions and requirements of the front desk work, earnestly performing the duties of 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, I insist on learning all kinds of 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 2008, with the care and help of leaders and colleagues, I made some achievements. However, 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 to the all-round development of the reception center.

Summary of personal work at the front desk of Hotel No.3

Unconsciously, 20 years will pass, and this year I am full, busy, happy and growing. At the end of the year and the beginning of the year, review the past 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 with the friendly cooperation of colleagues, I have made great 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 work carefully.

First, smile and be full of energy. We should keep our image, greet our guests with our best 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 maintain a good service attitude, warm reception, and skillfully answer every question raised by customers. Smiling, patient and meticulous, warm tips.

Second, pay attention to the habits and preferences of guests. When guests enter the hotel, we should take the initiative to say hello. When addressing a guest, if you are a regular customer, it is very important to say the guest's name accurately, so the guest will feel respected and valued. If you are a foreign guest, you can explain the local customs to them, introduce them to the locations of stations, shopping malls and scenic spots, and go through the formalities quickly. When the guests go through the formalities, we can pay more attention to the guests and ask them. We also need to collect their living habits, personal preferences and other information to try to satisfy our guests. When they check out, they need to wait a few minutes to make rounds. Don't let the guests stand at this time, please sit down and wait.

Third, pay attention to manners. When talking with guests, you should keep eye contact with them every once in a while. Smile in front of guests, especially when they criticize us or explain problems. Don't argue with the guests, even if they are wrong, give them the right one. We must keep smiling. No matter how angry the guests are, our smiles will put out the fire for them, and many problems will be solved. Use more polite language, say hello when guests come, send a message when they leave, and apologize when they cause trouble. 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 bit by bit, will our work be even better.

Fourth, focus on the overall situation, regardless of personal gains and losses. Whether during working hours or during rest time, if the company has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for 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.

Fifth, communication and cooperation between various 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 gain 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. I feel very happy to see all kinds of guests coming in and out every day, and to provide them with different services and solve all kinds of problems.

Thanks to manager Xiong of our department for giving me a job opportunity, and thanks to the company for giving me a platform to exercise myself. I'm very happy that I can take the post of front desk. I'm extremely proud of my work. I really love my post, and I hope I can become more mature and calm when I encounter problems in my future work. In the future, I will learn more telephone skills and etiquette to adapt to the rapid development of the company, make personal work plans, 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!

Summary of personal work at the front desk of Hotel No.4

The fruitful 20 years have ushered in 20 years of light and hope with enthusiasm. At the end of the year, the summary report on the work done by the housekeeping department in one year is as follows:

1.20-2000 total room business 10000 rooms, with monthly completion 10000 rooms. The room occupancy rate is 0, and all indicators are higher than those in 2000-2000, but there is still a certain distance from the business indicators issued by the hotel.

Second, this year's specific work:

1. The front desk is the external window of the hotel. In order to strengthen the standardized management of the front desk, this year, the front desk staff have been trained many times, including service awareness, room introduction and sales, telephone answering skills and other specific work. Insist on daily rounds; Collect guest history and establish a complete guest history file.

2. In order to create a hygienic and comfortable environment for the guests, the floor is strictly in accordance with the hotel hygiene standards, and the guests change linen every time they walk, and the cups and toilets are disinfected; In the maintenance of equipment and facilities, the walls of guest rooms are thoroughly cleaned to keep the ground bright; Take cost-saving measures, such as repairing the reported damaged linen and using it.

3. At the end of 2005, the hotel transformed the coffee shop and developed Anhua's characteristic management project-tea smashing. After a series of preparations such as personnel training, material procurement, publicity and promotion, the hotel was officially opened to the public on. Judging from the marketing situation of two months, the guests gradually accepted Anhua's smashing tea, and the turnover increased steadily.

From April to May, the hotel divided the PA department into housekeeping department, adjusted and trained PA personnel, made clear their job responsibilities, improved their work enthusiasm and sense of responsibility, and made a brand-new sanitary situation in the hotel, which made obvious progress.

This year, under the guidance of hotel leaders, Qi Xin, all the staff of the department, worked together to implement the service concept of "doing everything well and receiving every guest well" in every job, cooperated tacitly and pursued perfection, and achieved gratifying results. For example, the spirit of employees' hard-earned money has been praised by guests many times, and their warm and thoughtful service attitude has been well received by guests. However, there are still some shortcomings in the work, such as service awareness and flexibility in dealing with problems in the work, which need to be continuously improved and self-improved in the future work.

Summary of personal work at the front desk of Hotel No.5

Unconsciously, I have been working in this hotel for one year. From the beginning to the present, I believe that apart from my own efforts and efforts, I can't do without the training brought by the hotel and the support of old employees and old leaders. I have learned a lot in half a year, and the well-known business motto "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 guests, but also meet their spiritual needs. Therefore, as a hotel operator, as long as it does not violate the law and morality, the requirements of the guests must always be met. Therefore, from the beginning of induction training, employees will be instilled with: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I have always believed that customers are God, and I have always tried my best to make my service to the extreme.

The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping guests to handle service needs, telephone transfer and other services. At the front desk of the hotel, the work is divided into three classes: morning shift, middle shift and all-night shift. One of them is a full-time cashier, and the other two allocate the rest of the work according to the actual workload. This arrangement is relatively loose and can be assigned to one cashier, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly. During this year, I mainly did the following work:

First, strengthen business training and improve their own quality.

As the front office of the hotel, every employee should face the guests directly. 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. I regularly conduct telephone language skills training, receptionist etiquette and sales skills training, and foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.

Second, strengthen my sales awareness and skills to improve the occupancy rate.

According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has increased. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more occupancy.

Third, pay attention to the coordination between departments.

Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is a problem, I can actively coordinate with this department to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring some negative effects to the hotel.

Fourth, consider how to make up for the mistakes of colleagues and departments, ensure that guests check out in time, and make guests satisfied.

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 when they check out. This service, and these problems are not caused by the front desk staff. At this time, it is most undesirable to shirk or blame the departments or individuals that have caused difficulties. "It's none of our business, but hanging high" not only can't make up for the mistake, but also 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 front desk 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, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me.

"Although the sword is beneficial, it should not be sharpened often" and "if you study hard, you will not be satisfied". Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward, let's fly high in the sky!

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