Personal Summary of Front Desk Business 1
First, improve the service quality and standardize the front desk service.
The front desk is the starting point to show the company's image and service. For customers, the front desk is the first step for them to contact our company, and it is also the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. Recognizing its importance, we must do our work well. Strive to improve the quality of service. Answer every call carefully, answer questions carefully and make records, and dispatch, transmit and report according to the department or person in charge involved in the information. When customers visit, we will always pay attention to maintaining a good service attitude and warm reception. Cleverly answer the questions raised by customers in the right environment. Smiling, patient and meticulous, warm tips. In our spare time, we will strengthen the study of telephone skills and service etiquette. Constantly recharge yourself to adapt to the rapid development of the company.
According to records and statistics, since the company came in 20 years, it has filled in the basic price of steel and aluminum more than 80 times, received more than 30 visitors, ordered more than 300 copies of drinking water, made attendance sheets for employees twice, transferred calls more than 200 times, updated the address book three times, sent and received express mail 100 times, counted purchasing inventory three times, sent and received faxes more than 50 times, and printed documents 65438.
Second, do a good job in warehouse management, inventory the warehouse on time, and classify the items.
Strictly follow the company system, so that every entry and exit is registered. Check the integrity of the goods in time and report the lost or damaged goods to the relevant departments in time for purchase or maintenance. According to statistics, from June, 20__, 65438+ 10 to now, * * * has handled the warehousing of various items from various departments for more than 20 times, and the warehousing items are all equipped with corresponding outbound records.
Third, we should focus on the overall situation, regardless of personal gains and losses.
No matter whether it is working time or vacation time, the company has temporary task assignment, and we all obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of Huatian, we will dedicate our strength to serve the company. Usually actively participate in the activities organized by the company, strengthen the feelings between colleagues and communication between departments. And learn more about the company's basic situation and business content. In order to work better in the future, we will continue to lay the foundation.
Although the work at the front desk is sometimes trivial, everything should be done seriously. So we will do everything with our heart. Thanks to the teaching of the department leaders and the opportunity given to us by the company; Through this nearly three months of work, I also clearly see that I still have many shortcomings. In the days to come, we will strengthen our study and strive to do our work better!
Four. Work plan for the coming year
20__ years have passed, and the days ahead will be very long. No one can predict how it will develop in the next 20 years. I always feel that all I have to do is work hard and persist. It seems easy to say a word, but it is quite difficult to do it. I constantly learn from the advantages of others, sum up my own shortcomings, and learn from the advantages of others to express them in my own way. This is my point of view as a person. A friend once said to me, "Constant efforts and persistence are a real wait, and the arrival may be an opportunity of your own." Yes! I believe this sentence, waiting, waiting is behind the need for continuous efforts, always believe that as long as you work hard, you don't have to preach it yourself, naturally someone will say it and naturally someone will recognize it. The work plan for next year is as follows:
1, strengthen one's own work, further improve one's working ability through skill learning.
2, establish the concept of lifelong learning, strengthen their own cultural quality learning, and constantly improve their own quality.
3. Be proactive at work, unite with colleagues, and do a good job in the front line in combination with different working environments and personal temperament, so as to make all kinds of interpersonal relationships more harmonious.
4, in the engineering work, try to be familiar with learning engineering characteristics, construction skills, methods, etc. , improve their professional level and contribute to the engineering work next year.
There is still a long way to go in Xiu Yuan, and I will go up and down. In the coming year, I will strengthen my sense of independent management, be brave in pioneering and innovating, strengthen the study of theory and design, and constantly improve my professional and technical level. I will also encounter many difficulties. I believe that under the care and training of leaders, with the help of colleagues and through my own efforts, I will constantly improve my work skills and personal cultural quality and make due contributions to enterprise construction.
Personal summary of front desk business II
In a blink of an eye, 1 month passed. This half month has changed me a lot, and I have learned a lot. When I first entered the society, I encountered many problems and needed to learn interpersonal skills.
On the recommendation of my friend, I came to work in Fiona Fang Express Hotel on time. With enthusiasm for my first job, I took the first job in my life-reception at the front desk. Fiona Fang Express Hotel has 145 rooms. Compared with Zhengzhou, the number of rooms is not bad. For every hotel, the front hall is the core of the whole hotel and should also be the face of the hotel. Therefore, the requirements for staff are relatively high. Image is on the one hand, and personal quality is also very important. Personal qualities include language ability, adaptability to people and things, attitude to emergencies, etc. It is the information center of the whole hotel, from which most guests get hotel information, so staff must have a good understanding of hotel information. To sum up, you can use the following five items to elaborate:
1, courtesy, etiquette. Including: how to smile, how to provide service for the guests, and the language of the guests in the service.
2. The front desk staff also cooperate and unite because of the cooperation of the floor staff, which is beneficial to the interests of the hotel.
3, the front desk business knowledge training. Mainly the daily workflow, the daily work of the front desk is very complicated, which can be roughly divided into three aspects: check-in procedures for guests, providing a series of services for guests during their stay in the hotel, including luggage storage and inquiry, and finally checking information for guests and communicating with them.
4. language. It is forbidden to use local dialects in the usual guest service at the front desk. Why? 1 is disrespectful to the guests. 2. It lowers personal quality and brings bad influence to the hotel. Therefore, it is a basic requirement to use Putonghua at all times.
5. Collect and master relevant local scenic spots and latest information. Most of the guests who come to stay in the hotel come from various cities and abroad, which requires us not only to have a certain grasp of Zhengzhou tourist attractions, but also to have a comprehensive understanding of more scenic spots in Henan Province and even some customs and habits of various countries and nationalities. These are the prerequisites for us to serve our guests better.
Reception at the front desk is a very simple job, but there are still many things to learn. I will try my best to do my job well. Only in this way can I constantly improve and perfect myself. On the other hand, it is interpersonal relationship. The feelings between students in school are sincere, and there are not many interests. However, when entering the society, everything you say and do needs to be considered repeatedly. Of course, I always remind myself to be honest with others, and everyone will be honest with you. I like the feeling of being busy, which can enrich my life and reflect my life value.
Personal summary of front desk business work 3
The past 20 years have been full, busy and happy. On the occasion of this new year, in retrospect, in the almost five months since I came to our hotel, as an employee who has just joined the company for one year, with the care and help of our front office leaders and colleagues, I have never known anything about the reception work at the front desk of the hotel, and now I have been able to work independently. Never dare to speak to communicate freely with guests! I sincerely thank the department leaders and colleagues who have helped me, thank you! Now I will make a summary of the work of the previous year.
The front desk is the starting point to show the image and service of the hotel. For guests, the front desk is the first step for them to contact our hotel, the first impression of the hotel and the facade of the hotel, which is very important. So the front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests begins with welcoming guests at the front desk, and a good beginning is half the battle. Recognizing its importance, we must do our work well. Therefore, in the past year, I have been strictly abiding by the hotel regulations. To sum up, it can be said from the following five aspects:
First, courtesy, etiquette
Like all other service industries, politeness and etiquette: how to keep smiling, how to greet guests, how to provide services to guests, the language to be used in services, etc.
Second, pay attention to the image
The front desk is the first impression of the hotel and the facade of the hotel. Therefore, our front desk staff must ask the guests to wear light makeup, work clothes and have a good mental outlook, so as to maintain the image of the hotel and let the guests know and see our mental outlook of Yibang. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.
Third, the front desk business knowledge training
Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!
Fourth, the front desk English
It is a basic requirement for every receptionist to have a certain ability of English at the front desk, so as to better serve foreign guests. As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before. Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment. Through such training, I understand a truth: never forget to study and recharge yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!
Fifth, focus on the overall situation.
Don't care about personal gains and losses. Whether during working hours or during vacation, if the hotel has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of Yibang, I will contribute my strength to the hotel. Usually actively participate in the activities organized by the hotel, strengthen the feelings between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel. In order to work better in the future, we will continue to lay the foundation.
In the past year, I have many shortcomings, such as communication with leaders and colleagues, work. My colleagues and I suggest that guests often make me nervous. The new year is coming, and I will definitely overcome this mentality in my future work. I am also very grateful to my colleagues who gave me advice! Because you and I are both aware of our own shortcomings, we have a chance to correct them. It is also of great help to me! Although the work at the front desk is sometimes trivial, everything should be done seriously. So I will do everything with my heart. Thanks to the guidance of department leaders and the opportunity given by the company, I will strengthen my study and work hard in the future!
Personal summary of front desk business work 4
This year, _ _ Hotel has undergone great changes under the joint operation of _ _ Company and _ _ Company. The two shareholders invested a lot of money to update and transform some hotel facilities. The third floor, abandoned for many years, was renovated and opened, which made up for the vacancy of hotel entertainment projects and made the hotel service projects more perfect. Aiming at the problem of room odor, the problem was fundamentally solved by opening the window for ventilation, and the old TV in the room was updated at the same time. With the renewal of hotel equipment, the improvement of service items and the further improvement of staff service level, _ _ hotel has achieved the second best result in the history of star rating in the past 20 years, which has made _ _ hotel enjoy a high reputation in the hotel industry. These are the effective management of store-level leaders and the efforts of hotel employees. Therefore, the hotel pays more attention to the spiritual civilization construction of employees, creates a good living space for employees, transforms the laundry room of the hotel into a spacious dining room and a dual-purpose room for employees' activities, increases entertainment items such as table tennis and table tennis tables, and conducts various competitions many times, which not only enhances the employees' physique, but also enriches their spare time. The hotel also installed solar hot water in the staff dormitory, which solved the problem of bathing in winter. All these employees can only repay the hotel through hard work. This year, in the case of constant changes in personnel, all the staff in the front office can still overcome difficulties, forge ahead in unity and successfully complete the reception tasks assigned by the hotel. Throughout the year, * * * received four VIP groups and held numerous meetings, which were well received by the guests in the whole reception process. In the past year, the front office has done the following work:
First, strengthen business training and improve the quality of employees.
As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have made detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in July this year, all the staff in the front office conducted a one-month foreign language training, which laid a certain foundation for this year's star rating. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.
Second, instill in employees the awareness of "increasing revenue and reducing expenditure" and control costs.
"Open source and reduce expenditure, open source and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the call of the hotel, carried out activities of saving money and reducing expenses, and controlled costs. In order to save money, the front office bought plastic baskets with team keys, which reduced the use of key bags and room cards and saved money for the hotel. In the past, whether it was a team or an individual, each room had to fill in a room card and use a key bag. After the team room, the room card and key bag are not needed, which greatly saves money. 18 yuan/piece, key bag 0. 10 yuan/month, there are more than 100 team rooms every day, which can save a lot of money in one year); The business center uses overdue reports to print draft paper; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.
Third, strengthen employees' sales awareness and skills, and improve the occupancy rate.
According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotion activities, such as fan room, bonus card, vouchers, thousand yuan card and other promotional activities. While giving preferential policies to the hotel, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we must try our best to keep them."
Fourth, pay attention to the coordination between departments.
Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.
Five, strengthen the management of all kinds of statements and customs declaration data.
According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Compared with the room income in 20 years, the housing rate has increased by 9. 46%, but the income has decreased by 240223. 07 yuan, the main reason is that vicious competition between hotels leads to the decline of average house price, the increase of occupancy rate and the decrease of income. The room profile table is attached.
The achievements are gratifying, but we also deeply realize and realize that:
1, the service lacks flexibility and initiative;
2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;
3. Some new employees are not skilled in their work;
4, business center copier aging, copier efficiency decline.
Bad fruit will affect the income of the business center. This year, the copy cash income of the business center is only 28 12. 9 yuan,
According to the new sales target and task of the hotel to the business department, 20__ is an important year for the front office. In order to cooperate with the sales department to complete the task, the work plan for 20__ years is specially formulated:
1, continue to strengthen training, improve the overall quality of employees and improve service quality;
2. Stabilize the labor force and reduce employee mobility;
3. The aging of "hardware" and the supplement of "software" make up for the aging of equipment by improving service quality;
4. Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel.
The new year has begun, and all the staff in the front office will provide the best service to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".
Personal summary of front desk business work 5
Unconsciously, I have been working in this hotel for one year. From the beginning, I didn't know anything about the front desk until now. I believe that apart from my own efforts and efforts, I can't do without the training brought by the hotel and the support of the old employees and leaders. I have learned a lot in half a year, and the well-known business motto "the customer is always right" has been brought to the extreme here. In order to achieve certain financial goals, hotels should not only meet the material needs of guests, but also meet their spiritual needs. Therefore, as a hotel operator, guests' requirements will often be met as long as they do not violate and violate morality. Therefore, from the beginning of induction training, employees will be instilled with: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I have always believed that customers are God, and I have always tried my best to make my service to the extreme.
The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping guests to handle service needs, telephone transfer and other services. At the front desk of the hotel, the work is divided into three classes: morning shift, middle shift and all-night shift. One of them is a full-time cashier, and the other two allocate the rest of the work according to the actual workload. This arrangement is relatively loose, and one cashier can be assigned, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. Moreover, it can reduce the pressure on the cashier and make the cashier smart and not make mistakes. The most important thing is that newcomers can master this way of work quickly, and when the workload is small, they will be guided by shift colleagues, and when the workload is heavy, they can absorb more experience and grow rapidly. In the past six months, I have mainly done the following work:
First, strengthen business training and improve their own quality.
As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is the focus of our hotel. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.
Second, strengthen my sales awareness and improve the occupancy rate.
According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has increased. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more occupancy.
Third, pay attention to the coordination between departments.
Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.
Fourth, consider how to make up for the mistakes of colleagues and departments, ensure that guests check out in time, and make guests satisfied.
The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel service at the checkout, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guests again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me.
Although the sword is good, it is not constantly sharpened, but "I don't know enough after studying hard." Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward, let's fly high in the sky! Elegant brothers and sisters, work hard for our tomorrow!