The hotel mainly for tourists to provide accommodation services, but also life services and facilities bed before service, catering, games, entertainment, shopping, business centers, banquets and conference facilities. Below I bring you in the hotel work experience feelings, I hope to help you!
In the hotel work experience perception 1
20__ year is coming to an end, in this year, the hotel in the up and down the *** with efforts, business performance has been greatly improved. The lobby was renewed and remodeled to make the hotel's services more complete, while the 5f and 6f rooms were loaded with broadband to meet the needs of more business guests. All these bring vitality and hope to the hotel. The renewal of the hotel equipment, the improvement of the service items and the further improvement of the service standard of the staff make our hotel have a high reputation in the hotel industry. All of these are the effective management of the leadership at the store level and the efforts of the staff in all departments of the hotel are inseparable. So the hotel pays more attention to the staff's spiritual civilization construction, this year the front office department in the case of personnel constantly changing, all the staff can still overcome the difficulties, unity and progress, successfully completed the hotel to the reception of various tasks, the whole year **** reception of the vip group of people, the meeting countless times, in the whole process of hospitality by the guests of the praise of a year in the front office to do a good job in the following work:
First, strengthen business training, improve the quality of staff. Front Office Department as the face of the hotel, each employee has to directly face the guests, the staff's work attitude and quality of service reflects the level of service and management of a hotel, so the training of employees is the focus of our work, this year for the five divisions to develop a detailed training program: for the switchboard, we are answering the phone for language skills training; for the baggage service luggage delivery and hosting services for Training; receptionist etiquette and courtesy and room sales skills training; especially in July this year, all employees of the front office department for up to a month of foreign language training, for this year's star 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 quality service to guests.
Second, to the staff to instill "open source, increase revenue and expenditure" awareness, control costs. "Open source, increase revenue and expenditure" is the pursuit of each enterprise not vector, the front office staff responded positively 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 contain 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 a casual guest, 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 cost savings, the room card 0.18 yuan / piece, the key bag of 0.10 yuan / a, every day, the team room are 100 or more, a year can save a large sum of money); business center with expired statements to print draft paper; urge the staff of the accommodation to save water and electricity; control of office supplies, use every piece of paper, every pen. Through these controls, the hotel revenue generation for the Front Office Department should contribute.
Third, to strengthen the staff's sales awareness and sales skills to improve occupancy rates. Front Office Department according to the market situation, actively promote the sale of loose rooms, this year the hotel launched a series of room promotions such as: fan room, points card, vouchers, $1,000 card and other promotional activities, the receptionist in the hotel preferential policies at the same time according to the market situation and the day's check-in situation to flexibly grasp the price of the room, the front desk of the loose guests have increased significantly, occupancy rate increased, emphasizing that the receptionist: "As long as the guests to the front desk, we have to do everything possible to let the guests live down" purpose, to strive for more occupancy.
Fourth, focus on the coordination of work between departments. The hotel is like a big family, departments and departments in the work will inevitably occur friction, coordination of good and bad in the work will be greatly affected. Front Office Department is the entire hotel's central department, which has a close working relationship with the catering, sales, rooms and other departments, such as 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 purpose of the hotel, do not solve and deal with a good hotel will have a certain negative impact. Hotel front desk work summary sample
Fifth, to strengthen the management of various types of reports and customs data. Front desk in accordance with the provisions of the Public Security Bureau of each guest check-in registration, and enter the computer, foreign guests through the hotel's customs declaration system in a timely manner to the National Security Bureau of the Exit-Entry Administration for customs clearance, seriously implement the notice issued by the Public Security Bureau of each resident's valuables to remind the deposit. All the reports and data of the Front Office Department are assigned to a special person to be responsible for, and the reports are classified and archived and reported to the statistics every month. 20__ year room income is compared with the room income in 20__ year, the rate of housing has increased but the income has decreased by ___ yuan, the main reason is because of the vicious competition between the hotel industry which leads to the decrease of the average price of the room, and the phenomenon of the increase of occupancy but the decrease of the income, and the guest room brief table is attached.
Achievements are gratifying, but the shortcomings 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.
4, the business center copier, printer aging, copying and printing is not good, directly affecting the business center's income.
According to the hotel to the business sector to develop a new sales targets and tasks, 20 __ year for the front office is an important year, in order to be able to cooperate with the sales department to complete the task, specially formulated 20 __ year work plan:
1, continue to strengthen the training, improve the overall quality of staff, improve the quality of service.
2, stabilize the workforce, reduce staff mobility.
3, "hardware" aging "software" to make up for the lack of aging equipment by improving service quality.
4, improve the front desk staff room sales skills, increase the occupancy rate of casual guests, and strive to complete the sales task issued by the hotel.
The new year is about to begin, the front office staff will be a new spirit and practical action to provide quality service to guests, the implementation of "guest first, service first" purpose.
Working in the hotel insights 2
Unconsciously, 20 __ 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 departmental leadership of the 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 company's image, is the starting point of the service, is the first step of customer contact with 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, smile and full of spirit. We have to keep our own image, with our most beautiful side to meet the guests, so that every guest 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 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, this is very important, guests will feel respected and valued. 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 for a few minutes to check out, this time do not let the guests stand, ask the guests to sit down and wait a little.
Third, pay attention to courtesy and politeness. Talking with the guests, should be kept with the guests have time 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 also give the guest to put out the fire, a lot of problems will be solved. Use more polite language, treat guests to do when they come to have a welcome sound, when they go to have a send sound, when the trouble guests to 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, take the big picture into account, 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 arrangement, actively go with, do not find reasons to shirk. As a member of Sunshine 365 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, and strengthen the feelings between colleagues and communication between departments.
Fifth, the communication between the various departments, with the problem. 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, so we can work more happily, more efficient work, to obtain greater benefits.
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 Xiong manager of our department at first 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 also to become more Calm and collected. In the future, 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 better work in the future to lay a solid foundation, but also will strive to create their own splendor here!
In the hotel work experience feeling 3
For this job, I can seriously, down-to-earth to do their jobs. Although I only act as an ordinary role, this role is not only to collect money so simple, which there are a lot of complex procedures. In the work period I learned a lot of experience, had added a lot of insight.
But as a cashier must have a positive, enthusiastic, proactive, thoughtful mind to serve every customer. Occasionally encounter a lot of unpleasant things in the work, but I have to overcome, not with negative emotions, because this will not only affect their mood will also affect the attitude of customers. Every day will meet different customers, different customers have different temperament, for different customers we should provide different services, because the industry's unchanging purpose is: "customer first". In the face of customers, always have a smile on your face, to provide polite service, to let the customer experience a sense of affection, even in the service work encountered some unpleasant things, if we are still greeted with a smile, then again unreasonable guests have no reason to lose their temper, the so-called "meet a smile, a hundred things to eliminate", so that the customer is happy that he or she is also happy! The first thing you need to do is to get your hands dirty.
Although this is just a simple cashier, in the eyes of others is so insignificant, but from it teaches people a lot of truth, improve our own quality. Constantly learning, constantly improving their moral character, constantly improving their service skills. "Only by learning can we continue to sharpen one's character, improve moral integrity, and improve service skills. Even if it is an ordinary a cashier, as long as you keep moving forward, in order to go our own want a piece of heaven!
The following is my personal perception of this work time in some of the must know and must be self-requested concepts:
1, anxious guests of the urgent, think of the guests of the idea. Every day will come into contact with different types of customers, for different types of customers to provide different types of services. The purpose of the service remains unchanged: the customer is God!
2, the customer smile. With the most affectionate side of the customer to experience a sense of home. Even in the checkout service work encountered unpleasant things, can still be greeted with a smile, I believe that the unreasonable customers have no reason to lose their temper.
3, do not make the guests do not grasp. When the needs of the guests need to be completed by other departments or individuals with the assistance of the time, it should be consulted before making a decision, because the guests want to get the most accurate answer. But in any case this does not mean that you can not want to do everything possible to solve the problem for the guests, the key is to let the guests understand that he has the problem is not you can immediately solve, and you do try to help him. Many guests asked for more invoices at the front desk, we rejected politely, and suggested that guests can operate in other tips, counted in the room charge program, so that both the hotel can gain, but also to meet the needs of guests, but never to be attached to the guests and go against the principle.
4, consider how to make up for the mistakes of colleagues and departments, to ensure that the guests are satisfied with the timely settlement of accounts. Front desk cashier is the last department of contact before the guests leave the store, so usually in the checkout to us to complain about all kinds of hotel services, and these problems are not caused by the cashier, this time, the most avoid shirking or accusing the department or individual causing difficulties, "it's not about themselves, hanging high" style is most undesirable. Can not make up for the fault, but let the guests doubt the management of the hotel, thus deepening the degree of customer distrust, so should be calm and cool to play the intermediary function of the cashier to other individuals or departments to explain the situation, ask for help, after the problem is solved, you should once again seek advice from the guests, the guests tend to be sensitized by your enthusiasm to help, thus changing the initial bad impression, and even the establishment of a close and mutual trust between customers and the The relationship between us.
5, continuous learning, constantly improve their moral character, constantly improve their service skills. Continuous self-learning, constantly sharpen their personal character, improve moral integrity, improve service skills. Let us take a robust pace, constantly moving forward, in order to go our a can spread wings and fly in the sky.
Believe me, I can do it better, thanks to the leadership of the appreciation, I love this job, I want to do it! Colleagues, let for us to work together side by side.
In the hotel work insights 4
Time flies, unknowingly ushered in a new year. In the soon-to-be-past 20___, I am in the company's leadership and colleagues care to help, successfully completed the corresponding work, is now on the 20___ work to do a summary.
First, reception reception
20___ to July, I engaged in reception work, reception staff is to show the company's image of the first person, in the work, I am strictly in accordance with the company's requirements, uniforms on duty, enthusiastic treatment of every visiting customer, and guide to the relevant office, for the leadership to provide a convenient, but also for the convenience of customers. Over the past year, *** counted the reception of users up to about 1,000 times.
Second, the meeting reception
1, external meeting reception. Participated in the reception of the Shenzi Unicom province-wide financial conference, the operation and maintenance department work conference, human monitoring training conference, etc., in this kind of external meeting, strictly in accordance with the meeting requirements of the high standard layout of the venue, and actively coordinate the hotel related matters, and do a good job in the process of the meeting services, in the process, I have learned more to treat people, service gifts and other related knowledge, has accumulated a lot of experience.
2, internal conference management. In accordance with the needs of various departments to rationalize the arrangement of conference rooms, so as not to cause conflict in the meeting, and pay attention to do a good job of the relevant registration, as well as conference room health to maintain, the public goods of the aftermath of the inspection and so on, in order to provide better service for the Ministry personnel. Over the past year, **** arranged more than 500 internal meetings.
3, video conference management. When the headquarters or provincial video conference, in accordance with the requirements of the notice, half an hour in advance on time to open the video system, to ensure that the meeting is accessed on time, there is no case of delayed meetings in this year; in the convening of the meeting of the county and district, in advance of the meeting booking, call the terminals, to ensure that each county and district can participate in the meeting normally.
Third, the cost of reimbursement, contract entry
In this regard, in strict accordance with the company's requirements, Monday summary of the collection of reimbursement documents, Tuesday to find the leader to sign the erp system, and do a good job of registration. Over the past year, more than 1,000 reimbursement documents were entered. Contract entry more than 20.
Fourth, the work of comprehensive affairs
20___ ___ month, due to departmental personnel changes, I was transferred to the office, engaged in public security inquiries, external document signing, labor unions, office supplies, canteen management and other work. At a later stage, I took over the work of information editing, meeting minutes, windows of the Union, and administrative library management. By the end of November, **** reception of public security inquiries about 300 times, and to achieve a warm attitude, in strict accordance with the company's regulations. Sending and receiving about 90 external documents, to achieve timely uploading and dissemination, without delay, without error. Reported 20 pieces of information, edited two issues of the window of Unicom. Notebook, desktop and other small fixed assets to do a good job of registration and inventory work, timely contact repair outlets, computer maintenance and repair, and strengthen communication with them, and asked to provide us with a spare machine, so as not to delay the normal work.
Fifth, other work
In the completion of their own work at the same time, conscientiously complete the random work assigned by the leadership, and actively participate in the activities organized by the company to assist the leadership of colleagues in the preparation of the first staff games; in the Shennian Unicom honesty speech activities in the first place; Shennian Unicom integrity of the speech contest won the third prize, and is currently actively preparing for the 20 ___ year of the cultural and artistic performance of the Program summary, selection, performance and other work.
Six, the work of the shortcomings
In the work of the initiative is not enough, less communication with the leadership, the matter is not well thought out, not enough detailed. Lack of writing skills, in the information reporting link did not do in a timely manner to seize the company's information highlights, resulting in the quantity and quality of information is not high, affecting the company's information ranking in the province.
VII, 20 ____ work plan
1, to strengthen their own learning, combined with the actual Ministry of General Affairs, more from the details of the consideration, follow the leadership intention, coordination of internal and external relations, and more for the leadership to solve problems.
2, actively learn from other units, hotels and other conference reception experience, improve the reception level, enhance the company's image.
3, do a good job in the labor union, the launch of meaningful activities to strengthen communication and exchange, and the "labor union warmth" activities continue to carry out.
4, strengthen the management of the cafeteria, market research, increase cost control efforts to create a warm and comfortable, inexpensive dining environment.
20___ will be the past, full of challenges and opportunities 20 ____ will come, in the new year, I will summarize the experience, to overcome the shortcomings, to strengthen learning, for the development and growth of the company to contribute to their own modest efforts.
In the hotel work experience perception 5
I do not know in this hotel has done a year time, from the beginning of the front desk to know to now stand alone, I believe that this is in addition to my own efforts and efforts, but also can not be separated from the hotel to bring me the training, as well as the old staff and leadership of my support. Half a year I learned a lot of time, "the guest is always right" this service industry known business motto, here is played to the extreme. Hotels in order to achieve certain financial goals, not only to meet the material needs of guests to meet the spiritual needs of guests. Therefore, as a hotel operator, often the requirements of the guests, as long as the premise of not violating the law and contrary to the morality of the guests will be satisfied. So from the entry training will be instilled for the staff: "the guests will never be wrong, wrong is only us", "only sincere service, will be replaced by the guests smile". I have always believed that the customer is God's truth, always as far as possible to my own service to the extreme.
The work of the front desk of the hotel is mainly divided into reception, room sales, check-in registration, check-out and settlement of fees, of course, this also includes answering questions for the guests, to help guests deal with the service requirements, telephone transfer and other services. The front desk of the hotel, the work half-time is divided into three shifts, morning shift, mid-shift and overnight shift, rotating work, one of which is a full-time cashier, the other two according to the actual workload distribution of the remaining work. This arrangement is more relaxed, both in the case of heavy workload can be assigned to one person cashier, one person registration sales promotion, the other person is responsible for other services and contact work. Moreover, the pressure on the cashier can be eased, so that the cashier can keep his mind clear and make no mistake. The most important thing is, this way of working, can quickly let the newcomers get experience, in the workload of small time by the shift colleagues to guide, the workload of large time and can absorb more experience, rapid growth. In this year I mainly do the following work:
First, strengthen the business training, improve their own quality
Front office as the face of the hotel, each employee has to directly face the guests, the staff's work attitude and quality of service reflects a hotel's service standards and management level, so the training of staff is the focus of our hotel. I regularly conduct training on telephone answering language skills, receptionist etiquette and courtesy and room sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills to better provide quality service to guests.
Second, strengthen my sales awareness and sales skills, improve occupancy
Front Office Department according to the market situation, and actively promote the sale of loose rooms, this year the hotel launched a series of room promotional programs, the receptionist in the hotel preferential policies at the same time according to the market situation and the day's occupancy of the flexibility of the room rate, the front desk of the loose guests have increased significantly, occupancy rate increased, and emphasized that: "As long as you have the right to be in the hotel, you should not be in the hotel, you should not be in the hotel, you should not be in the hotel. Emphasize the receptionist: "as long as the guests to the front desk, we have to do everything possible to let the guests live down" purpose, to strive for more occupancy.
Third, focus on the coordination of work between departments
The hotel is like a big family, departments and departments will inevitably friction in the work of the coordination of good and bad in the work will be greatly affected. Front Office Department is the entire hotel's central department, which has a close working relationship with the catering, sales, rooms and other departments, such as problems, I can take the initiative and the department to coordinate and solve, to avoid the deterioration of things, because everyone's *** with the purpose of the hotel, not to solve and deal with a good hotel will have a certain negative impact.
Fourth, consider how to make up for the mistakes of colleagues and departmental work, to ensure that guests check out in a timely manner, so that guests are satisfied
The front cashier is the last department that guests contact before leaving the hotel, so it is usually in the checkout to us to complain about the kind of hotel. Kinds of services, and these problems are not caused by the front desk personnel, then, the most avoid shirking or blame the department or individual causing difficulties, "it's not a matter of concern, hanging high" is most undesirable, it is not only can not make up for the faults, but also let the guests suspect that the entire management of the hotel, which deepens the degree of mistrust of the guests. Therefore, should be calm and cool to play the intermediary function, the front desk to other individuals or departments to explain the situation and ask for help. After the problem is solved, the guests should be consulted again, the guests are often sensitized by your enthusiasm to help, thus changing the initial bad impression, and even the establishment of close and mutual trust of the guest I relationship.
Work in the hotel insights related articles :
★ Hotel work experience feelings
★ In the hotel work experience experience 3
★ Hotel work experience summary summary of 600 words
★ On the hotel's work experience experience sample 3
★ Hotel work experience sample
★ Hotel waiter personal work experience template 5
★ How to write the hotel staff experience
★ Hotel waiter work experience perception sample
★ About the hotel work experience 1000 words
★ On the hotel work experience example of ten