Summary refers to the social groups, business units and individuals to a certain stage of learning, work or its completion of the review and analysis, to draw lessons and some regularity of understanding of a written material, which can give people the motivation to work hard, for which we have to do a good job of reviewing and writing a good summary. So what should be included in the summary? Here is my help to organize the unit receptionist work summary, for your reference and reference, I hope to help friends in need.
The unit receptionist work summary 1
Time flies, in a trance is already - the year past, in the six months I got the company's old staff and the leadership of the support and help, and successfully completed the work of the year of work, and now for the work of the year to do a summary.
First, personal thinking and professionalism
In a company, the front desk is the first place where people come into contact with each other, so to improve their own quality, so that the first glance of others to produce a good feeling will help to enhance the company's image in the minds of others, so that the next negotiation more favorable. Therefore, in my spare time, I will actively seek advice from my colleagues, exchange work experience, read the knowledge of hospitality, familiar with the company's rules and regulations, to be able to skillfully solve the problem for the visiting customers, and with a sincere smile and enthusiastic service to make them have a warm and valued feeling in the company.
Second, the work of the administrative front desk
In this year, I have always maintained a conscientious attitude to work, office equipment, computer files and other items have done a good job of the project ledger, the company's work in terms of meals, accommodation, travel are also in accordance with the provisions of the company to do a good job to improve all types of accounts reimbursement process is also strict management, standardized. All strict management, standardized.
But I also have some of these various shortcomings, which need to be corrected or supplemented in the future work. The work of the administrative front desk itself is more inclined to the minutiae, we also require a careful, how to do those trivial things is also a discipline. And in this regard I failed to do a good job, in the company's service, I lack a lot of consciousness, such as the most basic health problems I also failed to deal with. In the work of some things was required to take the initiative to find some of the problems and correct them, but most of the time I need others to react to me to be able to react to the hindsight, and this is not the way to do.
And these deficiencies in the most critical point lies in my familiarity with the office, due to their own knowledge and skills, resulting in my handling of documents can not better improve the quality of the leadership of the task can not be in accordance with the intention of the perfect solution, which is my work is not enough to do a good job of the performance.
Three, on the work of the next year, some of the plans
First, I will strengthen the degree of familiarity with their own office software, to improve work efficiency. And to be more serious and meticulous to see our company everyone, will put themselves in a family perspective for all colleagues and customers to consider, do not need to remind others to do a good job, so that we work more comfortable, rest assured.
In the work will also pay more attention to the flashpoints of your colleagues seniors, to everyone as a teacher as a role model to learn, after all, some experience and methods of handling is not to read books can be learned, and more should be in the work of observation and study.
In short, I will be next year, I have done a good job this year to do a better job, I will be this year's shortcomings to be corrected, so that my ability to a higher level, better service for the company.
unit front desk work summary 2Introduced by a friend, I came to Fangyuan Express Hotel work on schedule, with the enthusiasm for the first job, I embarked on the first job of my life - reception, Fangyuan Express Hotel **** 145 rooms, relative to Zhengzhou, the number of guest rooms is not bad for each hotel! For each hotel is the same, the front office department is the core of the entire hotel, should also be the face of the hotel, so the requirements for the staff is relatively high, especially the reception desk, the image is on the one hand, in addition to personal qualities is also very important, personal qualities, including the language ability and acceptance of the ability to cope with emergencies, as well as dealing with unexpected events, is the entire hotel's information center, the vast majority of the guests from here to obtain Hotel information, so the staff must have a good understanding of the hotel's information.
1, courtesy, etiquette. Including: how to smile, how to provide service to guests, in the service of the guest language, etc..
2, the front desk staff also due to the floor staff **** with the cooperation, unity so as to facilitate the interests of the hotel.
3, front desk business knowledge training. Mainly daily workflow, the daily work of the front desk is very tedious, roughly divided into three aspects, namely, the guest check-in registration during the guest stay for the guests to provide a series of services, including luggage storage, inquiries, and finally for the guests to handle the checking information and communication with the guests.
4, language. In front of the usual guest services prohibit the use of local dialects for guests, why? 1, is not respectful of the guests, 2, is to reduce the quality of personal and the hotel has brought a bad influence, so the use of Putonghua at all times is the basic requirements of the work.
5, for the local attractions and the latest information collection and master. Most of the guests to the hotel accommodation are to come to various cities and foreign countries, which requires us not only to Zhengzhou tourist attractions have a certain grasp, but also we have to Henan Province more attractions and even the understanding of the countries of the customs of some of the nationalities have a comprehensive understanding of the premise that these are our better service for the guests.
Front desk reception look is a very simple job, but which need to learn something else very. I will try my best to do my job well, and only in this way can I continue to improve and improve themselves. On the other hand, interpersonal relations, the feelings between students in the school is sincere, there is no great relationship of interest, but into the community, every word you say, every thing you do need to consider again and again. Of course, I always remind myself to treat people with sincerity, the same people will treat you with sincerity.
To do a good job of the front desk of this post, we need to have a good understanding of the importance of the work of the front desk. This position not only reflects the image of the company; or foreign customers on the company's first image. Therefore, from the front desk to welcome customers, a good start is half of the success. I think, no matter which position, no matter which job, are part of the company's overall organizational structure, are for the company's overall goals and efforts.
Since this month, we have done the following work:
First, the formation of the front desk work team
Now there are four people in the front desk, the implementation of the morning, noon and night shift rotation. The morning and evening shifts are one person each, two people in the middle shift.
Second, pay attention to the coordination of work with various departments, according to the daily state of the room check-out work
The hotel is like a big family, the department and the department in the work of the friction will inevitably occur between the work of the coordination of the work of the good and bad will be greatly affected. Front office is the entire hotel's central department, it has a close working relationship with the catering, sales, rooms and other departments, such as problems, we have to be able to take the initiative and the department to coordinate and solve the problem, to avoid the deterioration of the matter, because everyone's *** with the same purpose is for the hotel, not to solve and deal with a good hotel will bring a certain negative impact.
Third, to resolve disputes, deal with the problem, service first
Due to the aging of some of the hotel's equipment caused by the guests to stay in some of the inconvenience, from time to time caused by the guests to complain. For these disputes and problems, the front office department calm response, active, timely and proper solution. For individual guests deliberately difficult, we also did a patient at the same time, the smile of the compensation is not, always to maintain the reputation of the hotel as the premise, try to make the guests can be satisfied.
Four, smile service 'lack of
The front desk in the daily work of insisting on doing a good job "three will", that is, when encountering the guests, will smile, will be greeted, will be communicated. Service requires a smile, only always cast a smile to the guests, the service is full of vitality, guests will feel our service from the heart. When guests enter the hotel, active, enthusiastic, kindly address guests, a greeting and language communication closer to the distance between us and the guests. But our staff has not yet done all the time to smile on the face, sometimes to the guest room does not speak Mandarin.
Fifth, the lack of sales skills
Due to the lack of professionalism, our staff in the room sales skills are still lacking. The front desk should be in the hotel preferential policies at the same time, according to the market situation and the day of the check-in situation to grasp the flexibility of the price. The front desk should also communicate with the security guards in advance, deepen the tacit understanding, adhere to the "as long as the guests to the front desk, we have to do everything possible to let the guests live down," the purpose of the front desk to shout the high price, if the guests think that the price of the room is too expensive to turn around and leave, the security guards should be cooperating with the front to take the initiative to reduce the price of the guests to stay.
Sixth, the loophole of the financial accounts
As the front desk room process are handwritten to complete, which can be operated by man; the computer program is also because of the man can be modified at will and can not find out the number of the actual room and the price; which there is a big loophole. Fortunately, our employees never make small moves to embezzle money from it. But just in case, the loopholes in the front desk finances should be plugged as soon as possible.
In order to further improve the quality of our work, with the sales department to complete the sales task, increase the hotel's bulk room sales price, more properly deal with a variety of issues, so that every guest can come to the satisfaction of the return, we still need to keep working hard to do better!
1, strengthen business training, improve the quality of staff, improve service quality; Front Office Department as the front 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 staff is the focus of our work, only through the training in order to allow employees to further improve their business knowledge and service skills, to better provide guests with a better service, and to improve the quality of service, to improve the quality of service, to provide guests with a better service, to improve the quality of service, to provide guests with a better service. Improvement, in order to better provide quality service to guests.
2, to stabilize the workforce and reduce staff mobility.
3, "hardware" aging "software" to make up by improving the quality of service to make up for the lack of aging equipment.
4, improve the front desk staff room sales skills, increase the occupancy rate of casual guests, and strive to complete the sales task under the hotel.