Summary of personal work at the front desk of the hotel at the end of the year 1 I was very happy when I first arrived at the hotel. It was the first time that I really stepped into social work, and I felt fresh and curious about everything. But when I officially took up my job, I found that this job was very hard, but it also benefited people a lot.
As the facade of the hotel, the front desk is the first department to influence guests and provide services. The efficiency and profit creation of a hotel basically start from here. So generally speaking, hotels have higher requirements for the front desk, and usually require English to pass Grade 3.
The work of the 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 them to handle service requirements, telephone transfer, outbound service and air ticket booking. In addition, the front desk is the direct contact department of the guests, so many requests of the guests will not be directly put forward to the floor attendant, but the first department they contact-the front desk, so the front desk will also work as the coordination center of the whole hotel. The requirements of the guests are basically the same. The need for a hair dryer, a towel and a clothes hanger is usually a trivial matter, but some guests will make trouble without reason. For example, when booking air tickets, the guests themselves said that they would book three air tickets to xx, and the guests signed for confirmation. However, when our front desk staff booked air tickets for the guests, the guests refused to admit that they had booked three tickets and asked us to return the extra tickets. Although it was not our fault, the hall manager asked us to admit our mistake and refund the ticket because he had his own signature confirmation form. I was very angry at that time, but as the saying goes, "the customer is God" and "the guest is always right" are well-known management maxims in the hotel industry, and I deeply realized them.
At the front desk of the hotel, the work is divided into three shifts: morning shift, middle shift and all-night shift, and it is rotated once a week. There are two people in the all-night class, three in the morning class and three in the middle class. 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, and one cashier can be assigned, 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.
Obviously, the workload at the front desk is very heavy. Moreover, when the hotel receives important guests, it is generally the manager who will make thousands of instructions or even handle them personally, and there is no negligence at all. I have to say, patience and carefulness are the things that every hotel employee must have. Although the work in the hotel is the same, it is repeated every day, but most of the guests received are from all over the country for sightseeing, so they can feel that different regions have different cultural atmosphere. Of course, most people who come to Lin 'an are domestic tourists, and there are few exotic feelings. Perhaps, in the eyes of outsiders, the work at the front desk is very simple. In fact, the procedures of this work are complicated and numerous, and it takes three months to talk long and short. When you make a mistake, try your best to make up for it, instead of running away. What I want to say is that the salary of the hotel front desk is generally the basic salary plus commission. That is to say, there are many guests and the salary is high. This is the motivation to encourage everyone to work hard and work overtime. As a newcomer, mistakes will inevitably occur in the work. Fortunately, the manager and colleagues didn't blame me very much, but gave me comfort and encouragement, which made me very moved. It is not easy to meet such an enlightened boss and colleagues. Thank an elderly colleague for telling me that no matter what kind of environment, I should remember three points: 1, diligence, 2, forbearance, 3, and never be ashamed to ask questions.
The work at the front desk gave me many opportunities to get in touch with the masses. In the conversation with them, I learned a lot about reality and what I should do well. This is how we have come, and this is also the result of our continuous progress. No one can tell what my future job will be like, but I know that as long as I work hard, I will definitely get what I want!
Personal summary of hotel front desk work at the end of the year 2 As a front desk employee of xx Hotel, I have always maintained a positive working attitude in 20xx and constantly improved my working ability. Although I am just an ordinary front desk in the hotel now, I believe that the road ahead will always be open for me as long as I work hard. My present position is the floor of our work tower. I have to break through myself, and when my ability can be achieved at a higher level, my position will naturally be promoted. So I have always been very strict with myself in my work, in the past and in the future. Looking back on my past work recently, I feel a little confused. Close my next job summary so that I can sort out and learn from my past experience. My hotel front desk work is summarized as follows:
First, in the reception work.
As the front desk, our most important job is etiquette. No matter what happens, you can't lose your manners at work! Before that time, even at work, I was constantly learning etiquette, observing what my colleagues did, and observing the excellent places in her every move. Although there are some imitations, I do find many shortcomings in constant comparison. Even if it is effective, it is better than stopping. In my future work, I will continue to improve my manners.
After etiquette, work is the basic work of the hotel. From recommending rooms and services to handing over room cards to customers, the work during this period is very important. My method is to judge how many rooms and what kind of rooms the guests need according to the number and age of the guests. According to their luggage, talk to them and find out how long they will stay. According to these conditions, we can well judge what kind of house customers want to live in. But this leads to the need to be single-minded when receiving customers, which is very prone to problems. I dared to make such a judgment after remembering the specific room style and the situation at that time in our hotel.
Second, in the cashier work
As the front desk, we are not only the reception of customers, but also a member of hotel finance. In the face of customers' payment, we need to register and change, and we need to carefully record these bills one by one. I am very careful in this respect every time, and every sum of money is recorded clearly. But it also caused my work speed to slow down when I took notes, which caused many customers to complain when they got together once, so I will improve my sketching ability in the future, but I must ensure that my handwriting is clear and accurate.
Third, summary.
Generally speaking, it is not a day or two to improve yourself. Although I haven't made great progress this year, the important thing is to stick to it! I can make a little progress every day, and every little makes a mickle is a big leap!
Summary of personal work at the front desk of the hotel at the end of the year III. I have been working in this hotel for half a year before I know it. 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 hotel operators, as long as we don't violate the law and morality, we often meet the requirements of our guests. 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 one cashier can be assigned, 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. In the past six months, I have mainly done 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. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as 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 any problem, we can actively coordinate with this department to solve it, so as 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 certain 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 they leave the hotel, so they usually complain to us about the hotel service when they check out, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of 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, 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 good, it is not constantly sharpened, but "I don't know enough after studying hard."
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! Elegant brothers and sisters, work hard for our tomorrow!
Summary of personal work at the hotel front desk at the end of the year 4. All aspects of hotel work and daily chores need patience and care, persist in doing their own work and complete their tasks perfectly.
The past xx years have been full, busy and happy. On the arrival of this new year, looking back, in almost five months after I came to our X hotel, as a new employee, with the care and help of our front office leaders and colleagues, I have never known anything about the reception work at the front desk of the hotel, and now I have been able to work independently. Never dare to speak to communicate freely with guests! I sincerely thank the department leaders and colleagues who have helped me, thank you! Now I will make a summary of the work of the previous year.
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 beginning is half the battle. Recognizing its importance, we must do our work well. Therefore, in the past five months, I have been strictly abiding by the hotel regulations. To sum up, it can be said from the following five aspects:
First, like all other service industries, politeness and etiquette: how to keep smiling, how to greet guests, how to provide services for guests, the language to be used in services, etc.
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 require light makeup, work clothes and a good mental outlook, so as to maintain the image of the hotel and let guests know and see our mental outlook of xx. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.
Third, the front desk business knowledge training. Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!
Front desk English, some front desk English skills are the basic requirements for each of our front desk receptionists in order to serve foreign guests well. As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before. Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment. Through such training, I understand a truth, you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!
Fifth, 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 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 five months, I have many shortcomings, such as communication with leaders and colleagues, and work. My colleagues and I suggest that guests often make me nervous. The new year is coming, and 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 are both aware of our own shortcomings, we have a chance to correct them. It is also of great help to me! Although the work at the front desk is sometimes trivial, everything should be done seriously. So I will do everything with my heart. Thanks to the guidance of department leaders and the opportunity given by the company, I will strengthen my study and work hard in the future!
Summary of year-end personal work at the front desk of hotel 5 At the end of this year and the beginning of this year, looking back on the past 20xx years and looking forward to 20xx years, I can't help feeling deeply. Annual work summary, hotel front desk. In the past year, under the guidance of the company, with the great care and help of the leaders of the front desk and the friendly cooperation of my colleagues, I have made great progress in my work and study. The following is a summary of my year-end personal work as a hotel receptionist:
First, strengthen business training and improve their own quality.
With the enthusiastic help and strong support of the foreman and colleagues in charge of the front desk, my business skill level has been obviously improved. At the end of the year, I summarized the Annual Work Summary of Hotel Front Desk. As the facade of the hotel, the lobby is the only place for customers to enter the hotel, so each of our employees should face the customers directly. In a sense, our working attitude and service quality reflect the service level and management level of our hotel.
The front desk is the core part of the hotel facade, and the service personnel working at the front desk have great responsibilities, and sometimes their casual negligence will bring economic losses to the hotel. So in my daily work, I try my best to do every job conscientiously and responsibly, and actively learn more professional knowledge, so as to strengthen my business skills. Only in this way can we improve our business knowledge and service skills, provide quality services for our guests and enhance the image of the hotel.
Second, "open source and reduce expenditure, control costs", starting from me.
"Open source and reduce expenditure, control cost" is the basic pursuit of every enterprise. Under the leadership of the company's department leaders, actively respond to the hotel's call and carry out activities to save expenses and control costs. In order to save money, we use recycled welcome cards as hotel employees. When the HSE room is checked in, when the sales department wants to show the guests around the room, we all use these abandoned welcome cards to install the keys to reduce the welcome.
Summary of year-end personal work of hotel front desk 6. I have been working in this hotel for half a year before I know it. 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 leaders. In half a year's time, I learned a lot, and the well-known business motto of "the customer is always right" in the service industry was fully exerted there.
In order to achieve the necessary financial goals, hotels should not only meet the material needs of guests, but also meet their spiritual needs. Therefore, as hotel operators, as long as we don't violate the law and morality, we often meet the requirements of our guests. 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 always believe that customers are God, and I always try 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 one cashier can be assigned, 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 allows newcomers to gain experience quickly, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly. In the past six months, I have mainly done the following work:
First, strengthen business training and improve their own quality. As the front desk of the hotel, every employee should respond directly to 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 carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training, can I further improve my business knowledge and service skills, and better bring quality services to my guests.
Second, strengthen my sales awareness and skills to improve the occupancy rate. According to the market situation, the front office strives to promote 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 improved. 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.
Third, pay attention to the coordination between departments. The hotel is like a big family. Friction will inevitably occur between departments at work, and the quality of coordination at 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, you can actively coordinate with this department to solve it, so as to avoid things from getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring necessary negative effects to the hotel.
Fourth, think about 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 they leave the hotel, so they usually complain to us about the hotel service when they check out, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. Therefore, to play the intermediary function calmly, the cashier will 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 good, it is not constantly sharpened, but "I don't know enough after studying hard."
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! Elegant brothers and sisters, work hard for our tomorrow!
The year-end personal work summary of the front desk of the hotel has been going on for 7 hours, and the first Spring Festival after working in xxx hotel will be ushered in in a blink of an eye! Although this is just an ordinary Spring Festival, it has a different meaning to me. Counting the days, I have been working at the front desk of xxx hotel for x months, although there are still many jobs I don't understand and I can't work independently. But through my efforts these days, I have completely changed from a college student to a social person.
Now that a year has passed, I have learned a lot in my post. Now I will summarize my work and harvest this year as follows:
First, the change of thought.
In these X months, my biggest growth may be the change of my thinking and attitude towards work. As a hotel receptionist, she is completely different from the students in the past. I must be timely, proactive, adaptable and have the most important service spirit in my work.
During this year, I gradually learned how to think at work and how to improve my service quality through training and contact with my predecessors. And in the long-term work, I began to understand that as a service provider, we should judge how to do a good job of recommendation from the customer's point of view and from the customer's own situation, and recommend suitable rooms and services for customers.
Second, the advancement of the work.
During this year, I participated in various trainings, most of which were aimed at newcomers, but I gave detailed guidance in various aspects, such as service concept, service interest, hotel business sales and so on. Every study is like reviewing it again after consolidation, and my ability has been steadily improved, and I have gained a lot of new gains.
At the same time, in practical work, I have well practiced the experience gained in my study and transformed this knowledge into my own experience through my personal situation and understanding. In the past practical work, I actually groped and imitated for a long time, and the guidance given to me by my predecessors at work made me gain a lot and improve a lot.
Third, personal shortcomings.
As a new employee, my shortcomings in my work are very obvious. Reflecting on the work of the past x months, the biggest problem at first was the sense of responsibility at work! The front desk is a very important position, and it is also the position with the most contact with customers. However, I didn't realize my responsibility. I felt it when I first started working, and I didn't think about it well, which led to many customers' dissatisfaction! It made me feel ashamed afterwards. As a worker and service worker, I should be more responsible for my work and should not do things without thinking.
Generally speaking, I have benefited a lot from my work in the past year. I will continue to strive to improve myself in the future, so that I can work hard in the future and become an excellent front desk.