?Time flies, and the 365 days in a year are about to come to an end. According to the requirements of the unit, we need to start our own summary work, which is of great significance to our future development. The following is a collection of "Excellent Work Summary of Hotel Front Desk Greeters" that I collected and compiled. Welcome to read. I hope you will like it and share it! A comprehensive summary of the excellent work of hotel receptionists
?Macau Dexing Seafood Hotpot (opened store)
?Service reception procedures
?1. Parking lot Reception (parking space map)
?Admission: The security guard at the entry post will salute and direct the vehicles to enter the venue according to the parking space situation in the venue.
?1. Entering the parking space: The on-site security guard will direct the vehicle to park in the designated parking space according to the first-in, first-out principle and open it for the guests
?Say hello to the car door and remind the guest to lock it Car doors, do not store valuables in the car.
?2. Departure: The security guard on site will direct the vehicle to drive out of the parking space and leave the parking lot according to the departure route.
?2. Concierge reception (reservation record, place map)
?Welcome: The greeter at the entrance hall is enthusiastic and greets the guests loudly, (Welcome) ) The first greeter in line will be responsible for receiving the guests.
?1. Reservation: (Mr./Ms., good evening/noon! Do you have a reservation?) If you have a reservation, please ask the name of the person who made the reservation.
? After confirmation, first open the reservation management interface on the guest computer, query the guest reservation information, and then open the ordering interface. After logging in, open the reserved private room and exit, and finally lead the guests to their seats. At the same time, the intercom notifies the floor manager (Mr. Zhang’s 208 guests arrive on the second floor) If the relevant management staff makes a reservation for the guest, he or she will be notified immediately after the guest has been arranged.
?2. Seating for individual guests: (Mr./Ms., good afternoon/evening! Do you have a reservation?) If there is no reservation, ask the number of guests (please
?How many guests do you have? seat?), first open the guest consultation interface to check the real-time status of the restaurant, then open the ordering interface, log in, arrange the guests to the corresponding seats according to the seat situation, and finally lead the guests to their seats. At the same time, notify the floor manager (Minister Zhang Banquet Hall on the second floor 202 5 distinguished guests arrived).
?3. Reception of non-dining visitors: Ask the guest’s name, arrange the guest to the rest area, and notify the administrative office
?Receive in advance, if the visitor directly looks for a certain manager , ask the guest’s name and unit, and notify relevant personnel immediately. (Visitors below the manager level are not accepted during working hours. If employees have important matters at home and come to the back door, the security department will notify the department manager to arrange reception).
?4. The concierge should be one and a half steps in front of the guest to the right. Traveling in position. During the process of traveling, you should keep looking back to communicate with the guests with a smile. When you reach the elevator entrance, tell the customers to wait a moment and operate the elevator accurately. After the elevator door opens, Press the sensor firmly with your hand and ask the guests to enter the elevator first.
When all customers have entered the elevator safely, the concierge enters the elevator and completes the operation. He faces the customers and turns his back to the operation area to greet the guests. Communicate. After arriving, also press the sensor with your hand to ask the guest to get off the elevator safely. After the guest has left the elevator, quickly walk to the front right of the guest and take the guest to the corresponding table.
? 3. Service Department ( Reservation, record)
?1. Reception of reserved guests: The manager or director is responsible for receiving the reserved guests at the floor elevator foyer, and leading the guests to the corresponding location, and according to the shift schedule Arrange the minister or foreman to order dishes for the guests in advance.
?2. Reception of individual guests: After the concierge arranges the guests to the corresponding seats according to the table status, the concierge opens the table after asking the number of guests. (You
? OK! Is this private room (seat) okay? OK).
?3. Tea service: After opening the table card, the waiter will seat the guest and say (Good afternoon/evening! Welcome to Macau)
?Dexing! Healthy, Deliciousness and nutrition are our constant pursuit! What kind of tea do you need now? We have prepared tea for you. Which one do you want? Okay, please wait!) Pass the menu to the guests, ( Hello! This is the menu. Do you want to order now? (Okay, please wait). If you need to order food, please inform the director or foreman.
?Hotel front desk service process
?The front office is a comprehensive service department responsible for promoting hotel products and services, organizing reception work, and adjusting business operations. It is an important publicity window of the club, which can leave the first impression and the overall image of the club to the guests. Its service can determine the guests to a certain extent...
?Hotel front desk service terms
?Service terms at the front desk of Yuquanwan Fashion Hotel 1. Hello Sir/Madam, what can I do for you? 2. Hello Sir/Madam, do you need my help? 3. Good night, Mr./Ms. **. 4. Welcome to Yuquanwan Fashion Hotel. 5. Welcome to Yuquanwan Fashion Hotel. ......
?Hotel front desk service case
?Hotel front desk service case Case 1: At 14:45 on October 4, xx, the service center called 918 and 928 The guest in the room is at the door of the room. Is it possible to open the door? The computer shows that the two rooms have not been renewed today and the room is on hold. I asked the waiter...
? Hotel front desk service procedures
?Macau Dexing Seafood Hot Pot (open store) service reception procedures 1. Parking lot reception (parking space map) Entry: The security guard at the entry post salutes and directs the vehicles according to the parking space situation in the venue Enter. 1. Entering the parking space: The on-site security guard will direct the vehicles to park according to the first-in, first-out principle...
? Hotel front desk service taboo words [excellent]
? Hotel front desk service taboos 1. Wait a while. 2. Have you reserved a room? 3. Your reservation was not found. 4. Did you remember it wrong? 5. The rooms are all occupied, please check other hotels! 6. I'm sorry, I don't have the right. 7. Sorry, this is not my responsibility... Part 2 of the excellent work summary of hotel receptionists
? New year, new developments, in my work in 20xx Focusing on the core goal of profit, we will focus on creating the brand strategy of "Full of Love, Comfortable Home" from aspects such as dish production, service quality, cost control, and marketing innovation, and create a new situation in hotel catering. The specific work is as follows :
?1. Take production as the "leading", increase the core competitiveness of catering, create the brand of "XX food, food XX", and create a good reputation of "food in XX",
?The products on the first floor are mainly "fast", constantly changing colors and varieties, and introducing some special snacks from various places in a timely manner, mainly with the starting point of "stabilizing the first floor", while the dishes on the second and third floors are On the other hand, we will increase our efforts in innovation. First of all, we will retain the dishes that are very popular with existing customers, continue to strive for excellence, and formulate a standard menu with standardized dishes in a timely manner. At the same time, we launch new dish varieties by organizing food festivals and marketing activities at various festivals. It is planned to hold a food festival from March to April of 2006 with the purpose of having unique tastes and affordable prices close to mass consumption. From June to September, we plan to introduce new cuisines to satisfy more customers seeking new tastes. At the end of October, we will focus on high-end, nutritious and distinctive dishes to cater to business banquets, mutual invitations between units, and the tastes of various mid- to high-end consumer customers. Strive for greater market competitiveness of the dish product, constantly improve the dish innovation system, conduct further detailed management of dish development and research, supervise quality, track feedback, and develop nutritious meals, reasonable meals, and exquisite meals in XX A good social image to attract more customers.
? 2. In terms of service, training is used as a means, with grassroots managers as the core, and efforts are made to build an excellent team with excellent service levels. To cope with the fierce competition in the catering market.
?Service is the second core product of catering. In 2xxx, we will carry out periodic cyclic training around the hotel's theme of "Full of Love, Comfortable Home". Continuously consolidate various service knowledge through training, assessment and retraining. The plan is to formulate ten items for high-quality catering services, that is, based on the service procedures, some more detailed and personalized service contents will be summarized into ten items that are easy to understand. Each floor will have requirements based on the different actual conditions of the floor. Foremen and supervisors track the implementation, further refine and improve the overall service, and test the implementation effect through assessment. The service on the first floor still adheres to the service policy of "fast", "accurate" and "smart", while highlighting the enthusiasm for old customers. Improve the menu and service quality of food delivery services. The second floor focuses on finding ways to create a restaurant atmosphere. Add table cloths and mouth cloths to make the banquet hall more festive. You can consider making chair covers to highlight the theme of the banquet on the dragon and phoenix stage in the hall. Be more distinct and continue to build the banquet brand from details such as restaurant layout. The private room service on the third floor highlights individuality. Especially for regular customers, it is necessary to strengthen emotional communication with guests, highlight the word "love", retain customers with sincerity, enthusiasm and friendship, and at the same time establish a part-time marketing department for the catering department based on the third floor. The team mobilized outstanding employees and some managers from each floor to use the non-meal time to visit customers, listen to their opinions, shorten the distance with customers, develop new customer sources, use the opportunity of serving in the restaurant to get to know customers, and formulate The marketing team plans the work, assesses work performance, drives sales for all department members through the team, and uses services to attract and retain more customers.
?3. Reduce expenses, save costs, and strive for maximum profit margins.
?Cost control is the focus of this year’s work. This year, the hotel stipulates that the gross profit margin of the kitchen is 57. The gross profit margin over the years has always been far from this number. This year, we will strictly control the purchase of raw materials from the beginning, and arrange for dedicated personnel to be responsible for acceptance and signing of orders, replacing the past situation where each kitchen independently inspected and accepted, thereby controlling the cost of raw materials. In addition, we will strengthen management of the use of raw materials in the kitchen. , put an end to waste.
?Continuously improve the department’s energy management system and porcelain management system, control the collection and use of low-quality consumables, establish property ledgers on different floors, and make full use of the existing warehouses on each floor , classify and stack all kinds of items to avoid previous random stacking, extend the service life of items, and do our best to achieve more goals in the department without harming the interests of guests, reducing service standards, or affecting the restaurant environment. profit.
?New year, new goals. Under the correct leadership of the hotel leadership team, our department will mobilize the enthusiasm of all employees in the department and go all out to create better results
?20xx is a year of far-reaching significance for the hotel. Under the extremely severe external situation, the hotel leaders started from the inside to improve the procurement workflow. Each department increased revenue and reduced expenditure, and tried to control and save costs. Maximizing benefits under the constraints of the entire environment.
?As far as the hotel front office department is concerned, the main work review in 20xx is as follows:
?1. Operating benefits
?1. Hotel front office department As of December 13, 20xx, a total of 8,635 rooms had been opened, the annual average daily occupancy rate was 39.16, the annual average house price was 457.14 yuan/room, the annual guest room bar cumulative revenue was 51,310 yuan, and the annual guest compensation was 2,343 yuan. The business center (providing guests with copying, printing and other services) revenue is 2,432 yuan.
?2. Front desk sales
?1. Facing increasingly fierce market competition, the hotel front office department launched a flexible sales method with the lowest sales price in 20xx. When front office employees are selling to customers, they test and understand the customer's psychological price. When the price is lower than the minimum sales price of the front office department, they apply for a price by telephone.
The purpose of the front office department when facing guest room sales is: to sell guest rooms based on the working principle of not letting a single customer lose.
?3. Reception of team meetings
?1. In 20xx, a total of 165 travel agency teams, large and small, were received throughout the year, including about 100 Tibetan Travel International Travel Agency teams and other teams. The travel agencies involved include: Lhasa Travel Agency, Holy Land Huamei Travel Agency, Changyou Travel Agency, Tea Horse Road Travel Agency, Lhasa International Travel Agency, Youth Travel Agency, etc. In addition to maintaining relationships with old customers, the front office also actively develops new partners. In 20xx, the new cooperative units added by the front office include: Anti-aircraft Artillery Group, Holy Land Huamei Travel Agency, Lhasa City Tourism and other cooperative travel agencies and units. During the Mid-Autumn Festival, Mid-Autumn mooncakes were also presented to various units.
?2. The front office department participated in and assisted in reception of important meetings throughout 20xx, including: Nepal National Day reception, the founding ceremony of the Tibet Tourism Chamber of Commerce, etc. The front office staff actively participated and assisted. The reception work for two important meetings was successfully completed.
?3. The hotel has completed the qualification to receive foreign guests since the end of August 20xx. As of December 13, 20xx, a total of 6 batches of foreign guests and teams from Hong Kong, Macao and Taiwan have been received. The front office department for reception of foreign guests and Hong Kong, Macao and Taiwan teams strictly followed the Lhasa Exit and Entry Management Detachment's uploading requirements for foreign guests and Hong Kong, Macao and Taiwan guests to upload and register, and no non-compliance with the requirements was found.
? 4. Employee training
? Pay more attention to employee training to enhance employee service quality. From early stage guidance training and intensive exercises, training is carefully organized and arranged. Some of the new jobs require multiple training sessions and hands-on training.
?1. Hotel and department rules and regulations
?2. Appearance and courtesy standards
?3. Hotel should know, framework and various Department business hours
?4. Memorize the phone numbers of each department
?5. Hotel room types and room prices
?6. Visit Understand the room type, facilities and equipment
?7. Standards and requirements for answering calls
?8. Front desk job responsibilities
?9. Operation procedures for each shift
?10. Front-end terminology
?11. Types of documents, scanning, verification, and uploading
?12. Familiar with the front-end operating system
?13. Front desk reception work process
?14. Individual guest reservation service procedures (debit, refund, self-pay)
?15. Group reservation service procedures
?16. Change the reservation service program
?17. Cancel the reservation service program
?18. Oversubscription service program
?19. Reservation Room arrangement skills and precautions
?20. Check-in service procedures (debit, refund, self-pay)
?21. Group check-in service procedures
?22. VIP guest reception procedures
?23. Inquiry guest service procedures
?24. Guest extra bed service procedures
?25. Confidential check-in (DND) ) Service Procedure
?26. Service Procedure for Room Change
?27. Service Procedure for Guest Renewal
?28. Service Procedure for Guest to Change Room Rate
?29. Operational procedures for wedding banquet rooms
?30. Check-out service procedures (debit, refund, self-pay)
?31. Team check-out work Process
?32. Invoice issuance process and precautions
?33. Wake-up service operation process
?34. House selling skills and emergencies Handling
?35. Customer complaint handling skills
?After the above training program, employees have improved their various service skills and their own appearance and appearance. Conducive to hotel image promotion, etc.
?5. Staffing situation
?The front office currently has a total of 10 people, including 1 deputy manager, 1 front desk receptionist, and 4 front desk receptionists , 3 greeters and 1 bellboy. Two of the greeters took maternity leave in August and October respectively.
?Personnel turnover: no receptionist in the front office resigned in 20xx; 2 greeters were transferred to other positions, but no one resigned; 1 bellboy resigned. Overall, the turnover rate of front office staff throughout the year is around 10. Compared with the same industry, the employee turnover rate is very low, which helps the front office improve service quality and reduce employee cost control.
?6. Guest Complaints
?1. Hygiene
?Hygiene mainly exists in guest rooms that are not cleaned in time, and there are stains or hair on the sheets etc. When the front office receives a complaint from a guest, it will arrive at the guest room as soon as possible to apologize to the guest, and after soliciting the guest's opinions, the guest room will be upgraded or the bed sheets and duvet covers will be changed, or fruits will be given to appease the guest.
?2. Facilities and equipment
?Complaints about facilities and equipment mainly exist when television, Internet, and departmental equipment cannot be used. For example, the hair dryer cannot be used for a long time, the TV signal is not good, the wireless network cannot be used, the lamps do not light up, etc. The front office will handle the complaint based on the specific content, and if it can be repaired in a timely manner, it will be repaired after soliciting the opinions of the guest. If it cannot be repaired in time, it will be dealt with such as changing rooms.
?7. Need improvement
?1. Maintain the stability of personnel
?2. Improve employees’ smiling service
?3. Customer service initiative, flexibility and service quality. Part 3 of the summary of the excellent work of receptionists at the hotel front desk
?In the past two months in the reception department, I have had a wider range of contacts with people. I have known my parents since I was born and went to school. , I got to know teachers and classmates, and now that I have arrived at Xinhuafu Hotel, I have met colleagues, leaders, and familiar guests. As I get to know more deeply, I feel that there are more strangers than people I know, so I say no. It is impossible to deal with strangers. People live in a circle of interpersonal relationships in this world.
?So I gradually realized that if you want to work well in a hotel, there are a few things you must do. What you need: First, you must have good quality, have a certain cultural foundation, have certain work experience, work conscientiously and meticulously. The second is to be diligent, organized and clear-headed. The third is to have certain management capabilities. Fourth, you must be capable and deeply loved by leaders and guests. There are still people who live in society and cannot express themselves too much.
?In fact, as long as you treat everyone or everything around you with a warm and sincere heart, you will have a clear conscience.
?There are many things to learn in the hotel, such as table manners, dealing with guests, and how to face the different requirements of guests as a five-star waiter. In a Chinese restaurant, there is relatively more exposure to this knowledge compared to other departments. When we serve a table and watch the guests take their seats, we will learn a little bit about some polite words and some toasts. There are also some more important things that are the interactions between people, which is the so-called "being a human being". "Being in the world" means respecting people. Nowadays, there are more introverts, and most of their focus at work is to find ways to perfectly complete whatever the leader assigns them. In fact, after staying in the hotel for such a long time, I feel that not only must they complete the tasks assigned by the leader, Regarding your own affairs, you should also actively consider the problem from the leader's perspective. This will not only solve the problems that the leader thinks of, but also take the initiative to help the leader think of answers or solutions. Therefore, if you want to truly gain a foothold in society, you must Learn to be proactive. In addition to responding positively, the more important thing is to combine it with practice and implement it immediately.
?Through this period of work, I learned a lot, as if I had matured all of a sudden, understood the principles of being a person and doing things, the meaning of learning, the preciousness of time, and the true meaning of life. . Understand that life in this world cannot be smooth sailing, as long as you face every stop in life bravely! No matter what you encounter, you must think about it, listen to other people's suggestions, don't be too impatient, and be careful about what you do. Be responsible, don't make promises easily, and work hard to fulfill your promises. I know that work is a passionate undertaking and requires perseverance and hard-working quality. Part 4 of the summary of the excellent work of hotel receptionists
?1. Carry out preventive maintenance to improve equipment efficiency
?(1) In early April, conduct annual inspections of all central air-conditioning hosts in the hotel For maintenance, chemical descaling cleaning methods are used to remove scaling on the evaporator and chilled water system and improve the heat exchange rate. Perform seasonal maintenance on chilled water pumps, check winding resistance, check and replace water seals, and bearings.
?(2) In September, measures will be taken to deal with the poor air-conditioning effect and loud fan coil noise in Yingbin Building, villas and Chinese restaurants. Remove the fan, clean and inspect the impeller, and chemically clean the fins to increase the heat transfer rate. Currently, XX is left, XX’s long house is unfinished, 2# and 4# of the villa are left unfinished, and the Chinese restaurant is left with the lobby on the first floor, all of which can be completed within the year.
?(3) In September, decorators will start inspecting guest rooms in the VIP building and perform maintenance on the equipment and facilities in the rooms. Check aluminum windows, handles, curtain tracks and pulleys; check bed controls, lamps, furniture and toilet tanks, etc. Remove the bathroom exhaust fan for dust removal, cleaning and refueling.
Remove hair and other debris from the S bend of the bathroom drain pipe to keep drainage smooth. Due to the high occupancy rate of guest rooms, 26 rooms have been completed so far.
?(4) In November, Lanzhou Gray boiler cleaning agent was used to add medicine to the boilers of Yingbin Building and VIP Building. The primary water circulation pump was used to drive the chemicals to clean the boilers and heating tubes, and the scale on the primary side of the board was replaced. Improve heat transfer rate.
?(5) Derust and paint the tennis court fence in March, derust and paint the hotel trash cans in May, derust and paint the hotel pillar lamps in June, and derust and paint the hotel periphery in July. The chair boards will be replaced and painted, and in October, the hotel lawn lights and road signs will be rusted and painted. In November, the iron water tank of the hotel was derusted and painted.
?(9) In September, external personnel and equipment will be hired to clean and level the environment of the employee dormitories.
?(10)In November, the introduction of canal water to two flower fields was completed.
?(11) Cooperate with each department to report repair orders for XX items, call for repairs for XX items, and maintain XX items.
?2. Use new building materials to solve the remaining problems
?(1) The original fire sign of the VIP Building is a light-absorbing and luminous sign. In order to meet the requirements of fire regulations, in August New LED emergency exit lights have been installed on the fire doors and corridors on the negative 1 and negative 2 floors.
? (2) In May, the waterproof renovation of guest rooms 3#, 4#, and 5# villas will be carried out. The sloping roof will use a layer of emulsified asphalt and a layer of black panther waterproof layer. The flat roof is made of BBS membrane and there has been no leakage so far.
?(3) The original design of the fresh air system in the VIP building has a large flow rate and fast wind speed, causing noise. Using frequency conversion technology, adding a frequency converter can reduce noise and save energy at the same time.
(3) The hotel’s water supply is provided by a 100T water tank in the courtyard of the branch. Since we cannot monitor the performance of the float valve every day, water leakage occurs from time to time. In response to this situation, we changed the water supply pipeline of the water tank to use an electrode type liquid level controller, an electric valve, and a float valve for two-way control to effectively ensure the water leakage phenomenon. Part Five of the Excellent Work Summary of the Hotel Front Desk Greeters
?Work summary and plan of the hotel engineering department: The work of the engineering department in 20__, with the care, love and strong support of the hotel leaders, and all employees of the department With hard work and unremitting efforts, we have overcome difficulties such as a small number of personnel and an increased workload, and have begun to vigorously carry out maintenance and potential technological transformation work, proactively solving various problems in equipment and facilities, working hard, working hard, and achieving a relatively satisfactory result. Completed various tasks assigned by hotel leaders.
?1. Carry out preventive maintenance to improve equipment efficiency
?(1) In early April, conduct annual maintenance on all central air-conditioning hosts in the hotel, use chemical descaling to clean and remove Eliminates scaling of evaporators and chilled water systems and improves heat transfer rate. Perform seasonal maintenance on chilled water pumps, check winding resistance, check and replace water seals, and bearings.
?(2) In September, measures were taken to solve the problems of poor air-conditioning effect and loud fan coil noise in Yingbin Building, villas and Chinese restaurants. Remove the fan, clean and inspect the impeller, and chemically clean the fins to increase the heat transfer rate. There are _ and _ long houses left unfinished, villas 2# and 4# left unfinished, and the Chinese restaurant with the hall on the first floor left, all of which can be completed within the year.
?(3) In September, decorators will start inspecting guest rooms in the VIP building and perform maintenance on the equipment and facilities in the rooms. Check aluminum windows, handles, curtain tracks and pulleys; check bed controls, lamps, furniture and toilet tanks, etc. Remove the bathroom exhaust fan for dust removal, cleaning and refueling. Remove hair and other debris from the S bend of the bathroom drain pipe to keep the drainage smooth. Due to the high occupancy rate of guest rooms, 26 rooms have been completed so far.
?(4) In November, Lanzhou Gray boiler cleaning agent was used to add medicine to the boilers of Yingbin Building and VIP Building. The primary water circulation pump was used to drive the agent to clean the boiler and heating tubes, and the scale on the primary side of the board was replaced. Improve heat transfer rate.
?(5) Derust and paint the field fence in March, derust and paint the hotel trash cans in May, derust and paint the hotel column lamps in June, and derust and paint the leisure chairs outside the hotel in July. The wooden boards will be replaced and painted, and in October, the hotel lawn lights and road signs will be rusted and painted. In November, the iron water tank of the hotel was derusted and painted.
?(9) In September, external personnel and equipment will be hired to clean and level the environment of the employee dormitories.
?(10)In November, the introduction of canal water to two flower fields was completed.
? (11) Cooperate with various departments to report repair orders, call repair items, and maintenance items.
?2. Use new building materials to solve the remaining problems
?(1) The original fire sign of the VIP Building is a light-absorbing luminous sign. In order to meet the requirements of fire regulations, in August New LED emergency exit lights have been installed on the fire doors and corridors on the negative 1 and negative 2 floors.
? (2) In May, the waterproof renovation of guest rooms 3#, 4#, and 5# villas will be carried out. The sloping roofs will use a layer of emulsified asphalt and a layer of black panther waterproof layer. The flat roof is made of BBS membrane and there has been no leakage so far.
?(3) The original design of the fresh air system in the VIP building has a large flow rate and fast wind speed, causing noise. Using frequency conversion technology, adding a frequency converter can reduce noise and save energy at the same time.
(3) The hotel’s water supply is provided by a 100T water tank in the courtyard of the branch. Since we cannot monitor the performance of the float valve every day, water leakage occurs from time to time. In response to this situation, we changed the water supply pipeline of the water tank to use an electrode type liquid level controller, an electric valve, and a float valve for bidirectional control to effectively ensure the water leakage phenomenon.
?3. Adopt new technologies and new product energy-saving transformation
?(1) In view of the high energy consumption of the electric boiler in Yingbin Building, in July we used solar water heaters and electric boilers to operate in parallel. Make full use of solar energy to store energy during the day, and add a 3T hot water storage tank to the 3T hot water storage tank. When the weather is good, the average saving is 4800 degrees/month.