1.2022 Hotel Front Office Work Summary

For the guests, the front desk is the first step of their contact with our hotel, is the first impression of the hotel, is the hotel's facade, is very important. With the realization of its importance, so we must do our job seriously. Therefore, I have been in the past year I have been strictly in accordance with the provisions of the hotel.

First, like all other service industries

How to maintain a smile, how to greet the guests, how to provide services for the guests, in the service of the guests to use the language and so on.

Second, pay attention to the image

The front desk is the first impression of the hotel, is the face of the hotel. Therefore, our front desk staff must require light makeup, with uniforms on duty, with a good mental outlook on the guest, so as to maintain the image of the hotel, so that guests understand and see our mental outlook. Thus leaving a deep good impression! Moreover, it is also conducive to the improvement of our own image and cultivation. Thus, affecting our future life.

Third, the front desk business knowledge training

Mainly the daily workflow, the front desk of the daily work is very tedious, the guests check in, check out of the handling, telephone transfer, inquiries, provide information, luggage storage, pick-up and drop-off information inquiry and verification. Order checking and verification, room scheduling, handover work during the shift changeover, etc.. Therefore, we must always maintain a serious, meticulous work style and sense of responsibility! So as not to bring a lot of inconvenience to the guests and their colleagues!

Fourth, the front desk English

Some of the front desk English ability to have is the basic requirements of each of our receptionist, so that we can be good for the service of guests from foreign countries. For the reception of English, I thought that for a person like me who majored in English is not a problem, but later in the reception of foreign guests, a lot of problems came out, for I have been more than a year without contact with the English language which realized that I have a number of words have been rusty, but also a lot of facilities and equipment in the hotel's name are not in contact with the previous. Fortunately, our hotel has organized the English training for the receptionist, so that I can review and consolidate the words I have learned before. I also learned a lot of words that I hadn't come across before, such as the names of many facilities and equipments.

Through this training, I understand that no matter what time you don't forget to learn, and keep charging yourself! The only way to make better progress is to keep learning, so that all aspects of their ability to continue to strengthen!

2.2022 Hotel Front Office Summary

A year's time passes by in a flash, and in the blink of an eye, the time of the year 20xx has passed, reflecting on the past year, the past of their own is really very tortuous. Because by the leadership of the praise compliments, but also because of the service is not week customer complaints. This year I have both growth, there are mistakes, but in general, in this year, my harvest is still a lot.

In order to better understand this year's self, but also in order to work harder to do their own work, I want to summarize this year's harvest! Fully understand yourself and confirm the road you want to take in the future. My 20xx year-end work summary is as follows:

First, the work

In this year's work, I as the hotel's front desk and customer service in the hotel's front desk is responsible for reception work. At the same time, to solve the problem for the customers who call is also one of our responsibilities. In the work, I strictly require themselves, do things strictly in accordance with the provisions of the hotel, the customer is responsible for the heart, etiquette is also an effort to do. When the customer has a request, we all try to meet, and give quality service. However, according to the hotel's regulations, we can not promise customers absolutely will not say, meet the customer proposed will also be politely rejected. Provide quality service and adhere to the bottom line, this is my work in the basic situation.

Second, personal

In order to better promote themselves, I personally is also in the continuous improvement of themselves. In a year of personal improvement, I first of all in the reception etiquette more standardized themselves, in strict accordance with the requirements of the hotel to do, and in the free time is also active to practice. After the _ month of is, also actively participated in the hotel's etiquette training, and with excellent results won the appreciation of the leadership.

In the work of customer service, I summarized the customer's questionnaire. For the hotel in their own do not understand, or not clear things, are as much as possible to understand, in order to more convenient for customers to solve problems. At the same time, I also actively study the telephone language, the telephone exchange of common skills to use skillful, convenient to customers to leave a better impression.

Third, the shortcomings

In this year, the problem is actually focused on the front, after the work, I have done a lot of improvement. But if you count up, there are actually a lot of places where I am inadequate, especially in terms of patience! When I am very busy, I may not be patient enough with customers, or even perfunctory! Because of this problem, I was complained by customers, so that the hotel suffered. It also left a bad impression on the leadership.

In that problem, I reflected well on myself, I as a service staff, should be to the guests as the most important, their own such disregard for the customer's practice, obviously is absolutely not desirable! In the subsequent work, I am also constantly improving myself, I hope to get rid of such thoughts as soon as possible.

Fourth, summarize

A year's work is over, but the new year also followed. A good summary of this year's work, I realize that I actually have too many deficiencies. As a service provider, this attitude is not right, in the next year, I have to work harder to do their own, do their own work.

3.2022 Hotel Front Office Summary

20xx July 21st, I formally joined the Hankook International Hotel, coinciding with the group's "100 days of work" activities. Now I am in the front office department work summary as follows:

1, the development of the front office department organization chart.

2, a clear form of organization, terms of reference and work content of the Front Office Department.

3, formulated the front office department of the various posts of personnel duties and norms, including the manager of the front office department, the lobby assistant manager, the reception desk supervisor, reception staff, booking clerks, telephone switchboard supervisor, telephone switchboard operator, business center clerk, doorkeeper and other positions.

4, the development of the workflow of each position, the development of 24-hour system of job shift time, morning, midday and evening shift workflow, which includes the front lobby assistant, reception staff, booking clerk, telephone switchboard, business center clerk, door boy and other positions work procedures.

5, the formulation of the management specification of the front office department, including the front office business scheduling management specification, the front office psychological service management specification, the front office sales information management specification, the front office staff hospitality service management specification.

6, the development of the front office department service quality standards, including reception service standards, front desk inquiry service standards, telephone switchboard service standards.

7, the development of the front office department management system and regulations, including departmental meeting system, daily and weekly meetings, departmental staff attendance system.

8, in collaboration with the Ministry of Finance, the development of the Front Office Department invoice use of standard operating procedures.

9, the development of the Front Office Department room card management system, valet open the door to the program and notes.

Of course, due to the short time to carry out the work, there are still many to be enriched, which will be the next step in the work of the Front Office Department program. First of all, continue to improve the "Front Office Department Operations Manual" appendix part, think at any time, for not written into the manual of the work program or norms and systems, such as timely addition to the manual, so that the "Front Office Department Operations Manual" more practical. Secondly, always pay attention to the hotel design process, know the completed part by heart, and put forward rationalization suggestions for the revised part in time. Once again, for the front office training program, the details of each part of the training to organize, and form a document.

"Dry 100 days" activities although the end, but the work is not over, we still have to continue the "dry 100 days" enthusiasm, continue to work hard!

4.2022 hotel lobby work summary

This year, the lobby department in the case of personnel constantly changing, all the employees are still able to overcome the difficulties, unity and enterprise, the successful completion of the hotel handed over to the various hospitality tasks, the whole year **** reception of the vip group of people, the conference! Countless times, in the entire reception process by the guests of the praise, a year in the front office to do the following work:

First, strengthen the business training, improve the quality of staff

The front office as the hotel's facade, each employee has to directly face the guests, the staff's work attitude and quality of service reflects a hotel's service level and management level, so the training of staff to improve the quality of service and management level, so the training of staff to improve the quality of service and management level. Management level, so the training of staff is the focus of our work, this year for the five divisions to develop a detailed training program: for the switchboard, we answer the phone language skills training; for the baggage office luggage delivery and storage service training; receptionist etiquette and courtesy and room sales skills training; in particular, this year's July for the front office of the Department of all employees up to a month-long training in a foreign language for the review of this year's star rating. This year's star rating review to lay a certain foundation, only through training to allow employees to further improve their business knowledge and service skills, in order to better provide guests with quality service.

Second, to instill in the staff "open source, increase revenue and expenditure" awareness, control costs

"open source, increase revenue and expenditure" is the pursuit of each enterprise, the front office staff Actively respond to the hotel's call to carry out savings, cost-saving activities, control costs. In order to save money, the front office department to buy their own plastic baskets to load the team's keys, reducing the use of key bags and room cards, to the hotel to save money (the original, whether it is a team or casual guests, each room must fill out the room card and the use of the key bag, through the team room does not use the room card and the key bag, a great saving of money, room card yuan / Zhang, key bag yuan / a, every day, the team room are more than one room, a year can save a large sum of money). A larger cost); business center with expired statements to print draft paper; supervise the accommodation of the staff to save water and electricity; control office supplies, use every piece of paper, every pen. Through these controls, the hotel revenue generation for the Front Office Department should make a contribution.

Third, to strengthen the staff's sales awareness and sales skills, improve occupancy

The front office department according to the market situation, and actively promote the sale of loose guest rooms, this year the hotel launched a series of guest room promotional programs such as: fan room, points card, vouchers, $1,000 card and other promotional activities, the receptionist in the hotel at the same time according to preferential policies and market conditions and the day's occupancy of the hotel. Market conditions and the day of the check-in situation to flexibly grasp the room rate, the front desk of the bulk of the guests has increased significantly, the occupancy rate has increased, emphasizing the receptionist: "as long as the guests to the front desk, we have to do everything possible to let the guests to live down," the purpose of the fight for more occupancy rate.

Fourth, focus on the coordination of work between departments

The hotel is like a big family, departments and departments will inevitably friction in the work, coordination of good and bad in the work of the will be greatly affected. Front Office Department is the entire hotel's central department, it has a close working relationship with the catering, sales, rooms and other departments, such as the emergence of problems, we can take the initiative and the department to coordinate and solve the problem to avoid the deterioration of things, because everyone's *** with the same purpose is for the hotel, not to solve and deal with the hotel will bring a certain negative impact.

V. Strengthen the management of all kinds of reports and customs data

The front desk in accordance with the provisions of the Public Security Bureau of each guest to check-in registration, and input into the computer, the foreign guests of the information through the hotel's customs declaration system in a timely manner to the National Security Bureau of the Exit-Entry Administration Section to make a customs declaration, and conscientiously carry out the Public Security Bureau of the notification issued by the each resident's We will carefully implement the notice issued by the Public Security Bureau, and remind each guest to deposit their valuables. Front Office Department of all the reports and data designated by the person responsible for the classification of the report archives and monthly statistics reported. 20xx room revenue and 20xx room revenue comparison, housing rate increased by %, but the income has decreased by yuan, mainly due to the vicious competition between the hotel industry led to the reduction of the average room rate, occupancy rate increased while the phenomenon of reduced income.

Achievements are gratifying, but not where we are also y aware of and appreciate:

1, the lack of flexibility and initiative in the service.

2, the aging of the switchboard equipment caused by the line is not good, often causing guests to complain.

3, individual new employees are not skilled in the operation of their jobs.

5.2022 Hotel Front Office Work Summary

Unconsciously, 20xx year is about to pass, this year I am full, busy, happy and growing. At the end of this year, looking back at the past, looking forward to the future! In the past year, under the guidance of the company, in the department of leadership care and help and friendly cooperation between colleagues, my work and learning have made a lot of progress.

The front desk is the window of the hotel, is to show the image of the company, is the starting point of the service, is the first step of the customer contact our hotel, is the first impression of the company, is very important. So the front desk represents the company's image to a certain extent. Starting from the front desk to welcome customers, a good start is half of success. So I must do my job seriously.

First, with a smile, full of spirit

We have to keep our own image, with our most beautiful side to meet the guests, so that every guest walk into the hotel to experience our sincerity and enthusiasm. Strive to improve the quality of service. Seriously answer every call and make every record. Always focus on maintaining a good service attitude, warm reception, skillfully answer every question raised by customers. Do welcome with a smile, patience and meticulous, warm tips and so on.

Second, pay attention to the habits and preferences of guests

When the guests walk into the hotel, we have to take the initiative to greet the guests, address the guests, if they are familiar with the guests to accurately and accurately say the name of the guests, which is very important, guests will feel respected and valued for this. If it is a foreign guest, you can explain to them more about the local customs and traditions, introduce them to the station, the location of the commercial attractions, and quickly do the formalities. Guests for formalities, we can be more concerned about the guests, ask the guests, we also need to collect the guests' habits, personal preferences and other information, and make every effort to meet the guests guests check out, the rooms need to wait a few minutes to check, this time, do not let the guests stand, ask the guests to sit down and wait a little.

Third, pay attention to etiquette and courtesy

When talking with guests, you should maintain a time interval with the guests to exchange glances. Facing the guests to smile, especially when the guests criticize us or explain the problem, do not argue with the guests, even if the guests are wrong, but also to give the right to the guests. We must maintain a smile, the guest fire again, our smile will give guests "fire", many problems will be solved. More polite language, treating guests to do when they come to the sound of welcome, go to the sound of send, the trouble guests have to apologize for the sound. Try to solve problems for the guests in a timely manner, urgent guests. I think that only focus on the details, start from the small things, start from the little things, will make our work more outstanding.

Fourth, to the overall situation, do not care about personal gains and losses

Whether it is working time or rest time, if the company has a temporary task assignment, I will obey the arrangements, actively go with, do not find reasons to shirk. As a member of the hotel, I will dedicate myself to serve the company. Usually actively participate in the activities organized by the company, obey the arrangements of the higher leadership, strengthen the feelings between colleagues and communication between departments.

Fifth, the communication between the various departments, cooperate with the problem

The front desk, guest rooms, logistics, together like a chain, each department's work is very important, so in the future work, we have to strengthen the cooperation with other departments of the problem, so that we can be more pleasant to work, more efficient work, to obtain the Greater benefits of the work of the front desk are more trivial, but the size of things as long as we are serious, can be done. Therefore, I will be more serious, careful to do a good job of every thing. Every day look at all kinds of guests in and out, I can provide them with different services, to solve a variety of problems feel very happy.

I thank the manager when I gave me a chance to work, thanks to the company to provide me with a platform to exercise their own, I'm glad to be able to walk on the front desk of this position, but also for their own work feel immensely proud and proud of their work, I sincerely love their positions, I hope that I will be able to become more mature in the work of the future, when encountering problems to also become more Calm and collected. In the time to come, I will learn more about telephone skills and etiquette knowledge to adapt to the rapid development of the company, do a good job of personal work plan, and understand more about the company's basic situation and business content. In order to work better in the future to lay a solid foundation, but also will strive to create their own brilliance here!