I have been working in this hotel for half a year unconsciously. From the beginning, I learned about the front desk to the present, and I am independent. I believe that apart from my own efforts and efforts, I have 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, we often meet the requirements of our guests as long as we don't violate the law and morality. Therefore, the induction training will instill in employees: "The guests will never be wrong, only we will be wrong", "Only sincere service will change the smile of the visitors". I have always believed that customers are God's principles and always try my best to serve myself 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 guests handle service requirements and telephone transfer. 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 the class leader 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:

1. 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 will regularly conduct telephone language skills training, courtesy training and house selling skills training for receptionists, 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. According to the market situation, the front office actively promoted the sales of individual rooms. This year, the hotel launched a series of room sales promotion programs. The receptionist flexibly grasped the room price according to the market situation and the occupancy situation of the day while offering preferential policies. The number of individual customers at the front desk increased significantly, and the occupancy rate increased. It was emphasized that the receptionist: "As long as guests come to the front desk, we should try our best to let them stay."

Third, pay attention to the coordination between departments. Hotels are like a big family. 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 take the initiative to coordinate with this department to solve it, so as to avoid the deterioration of things, because everyone's common purpose is for the sake of wine shops, 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 guests can settle their accounts in time to make them satisfied. The cashier at the front desk is the last department that the guests contact before leaving the hotel, so they usually complain to us about the hotel's services at the checkout, and these problems are not caused by the cashier. At this time, it is most undesirable to shirk or blame the departments or individuals that cause 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 degree of 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 ".