The year of 1 20xx is coming to an end. In the past year, with the support of company leaders and colleagues in various departments, I have learned a lot, and my ability and knowledge have been greatly improved. I will summarize my work in the past year as follows:
I. Personal work this year
With the support and promotion of company leaders, I was appointed as the head of customer service department because of the increase in the number of customers and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, because of limited personal ability, the initial work was not particularly smooth. In the process of sales, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by General Manager Shi and Minister Zhao of the engineering department. Thank you here. Another daily job I am responsible for is to receive check-out customers and handle refund procedures.
Second, the problems existing in the work
Generally, the work is not done carefully enough. Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience and repetitive work to future work and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. We must pay attention to every detail in the future. The work didn't find a way. What we do is sales. Usually, we should use sales skills flexibly and find more ways in our work.
The work is not rigorous enough. Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.
Improve work efficiency. We do customer service work, whether from the company or the individual, we should pay attention to efficiency, do what we say and pursue it to the end. In the past, we often put off some difficult work, which brought great difficulty and workload to the later work. Therefore, as next year's work, we should handle a customer well, solve a problem with one problem, and change the work habit of procrastination in the past. Put every job in place.
Third, the work plan for next year
The end of 20xx years does not mean the end of our work, but the beginning of a new starting point. Because our work in the coming year is facing more severe tests and full of challenges. Although the sales task set by the company was basically completed, the delivery of the first phase was not very smooth in the final work because of the tight time and the lag of the project. At the same time, it has had a great impact on the company's image and reputation, destroyed the brand image that we spent a lot of energy to build before, and will have a certain impact on the sales of houses and shops in the next three phases. So at this time, we should be hard on ourselves, improve our ideological understanding, enhance our overall awareness and strengthen our service concept. Personally, I should obey the arrangement of the company and be strict with myself.
Summary of personal work at the front desk at the end of the year 2 basic situation
1. Work summary must have an overview and a description of the situation, some simple and some detailed. This part mainly analyzes the subjective and objective conditions, favorable and unfavorable conditions, working environment and foundation.
2. Achievements and shortcomings. This is the center of summary. The purpose of summing up is to affirm the achievements and find out the shortcomings. What are the achievements, how big, how to use them and how to achieve them; How many shortcomings there are, what aspects they show, what nature they are, and how they come from, we must make it clear.
3. Lessons learned. Once you do something, there will always be experience and lessons. In order to facilitate the future work, it is necessary to analyze, study, summarize and concentrate the experience and lessons of the past work, and rise to the theoretical level to understand.
4. Future plans.
Problems needing attention
1. Fully master the materials before work summary.
2. Seek truth from facts, do not exaggerate achievements, do not narrow shortcomings, and do not resort to deceit.
3. Clear organization. The summary is written for people to see. If it is not clear, people will not understand it, and even if they do, they don't know why, so the purpose of summary will not be achieved.
4. Be tailored and appropriate.
5. The specific writing method of the work summary can be discussed first, and then the first draft will be written by a special person, and then the work summary meeting will be held to discuss the revision. Written by the main person in charge, or personally presided over the discussion, drafting and revision.
6. Work summary should be carried out according to the meaning of the leader, describing the daily work, sharing good working methods, and writing improvement measures for bad working methods.
Summary of personal work at the front desk at the end of the year Chapter III Administrative work is a very important basic work. With the care and help of company leaders and colleagues, I basically finished all the work. At work, I keep asking leaders, learning from colleagues and exploring my own practices. I made clear the procedure and direction of my work, improved my working ability, further improved my ideological consciousness, and formed a set of clear working ideas in specific work, which enabled me to successfully complete the tasks assigned by the leaders and do my best in management. In order to sum up work experience, continue to carry forward achievements and overcome existing shortcomings, the work of 20xx is summarized as follows.
I. 20xx Annual Work Summary
1, assist superiors to coordinate the work of various departments, establish good relations with various departments and communicate irregularly, in order to coordinate the work of various departments of the company and meet the needs of the overall development of the company.
2. Management of office supplies
Completed the monthly planned purchase of 20xx office supplies, which can fully meet the monthly needs of all employees and reasonably save office costs; Register office supplies in and out of the warehouse in detail, and make an inventory of office supplies every month.
3. Management of office equipment
Take stock of office equipment every month, repair equipment failures in time, and ensure the smooth work of employees.
4. Meeting management
Participate in the weekly meeting of the company, prepare relevant materials for the meeting in advance, make ppt for the meeting, send the meeting topics to the mailbox of the participants, and make arrangements and sign in before the meeting. During the meeting, it is required to specify the specific person in charge or department, assistant or department, required completion time and required completion quality, and make detailed meeting minutes within two working days after the meeting and send them to the participants' mailboxes.
5, personnel file management
Completed the tracking of the approval process of employees' entry, employment and resignation, the filing of employees' entry, employment and resignation, and the monthly update of employees' electronic files.
6. Group traffic management
Update the company address book every month, print and reimburse the monthly group phone bill, transfer the internal fixed telephone, send and receive faxes and register.
7. Company information management (industry and commerce, qualification, production safety and labor annual inspection)
The original must be signed by the department manager or above. For copies, users must sign for them. For project use, detailed project registration is required. Foreign materials (originals and copies) must be submitted to the general manager for approval, and the original must be carried by the personnel designated by the company. Completed the business licenses and annual labor inspection of Sichuan Xinyong Hui Zhen Construction Engineering Co., Ltd., Sichuan Yongzhenhui Construction and Installation Engineering Co., Ltd. and Chengdu Yonghui Jingcheng Refrigeration Equipment Installation Engineering Co., Ltd., and registered the existing information in detail to ensure the safety of company certificates.
8. Contract management
Detailed handover record of the new contract. The contract shall be managed by numbers. For the detailed registration of the loan contract, if the loan time exceeds three days, it will be tracked and returned.
9. Vehicle management
Vehicle use: dispatch and supervision of administrative vehicles, and summary and report of mileage; Vehicle annual inspection: check and report the annual inspection time of the company's vehicles once a month; Vehicle insurance: check and report the insurance time of the company's vehicles once a month; Driver management: make statistics and assessment on driver attendance, driving safety and violation of regulations every month.
10, Office Internal Management
Reception work: reception of outsiders, recording and guiding of strange visitors; Environmental sanitation: supervise the cleanliness of office sanitation; Office discipline: supervise the implementation of office management regulations.
1 1, office memo
Complete the preparation of office attendance, evaluation and other related memos for last month on a regular basis every month.
12. Recruitment: According to the company website, browse the recruitment forms such as resume delivery from time to time.
13. group activities: plan, prepare and carry out group activities.
14. Other tasks assigned by the leader: I actively complete unconventional affairs or temporary work.
Second, the problems existing in the work
1. Poor execution and untimely feedback. In the process of work, I can give full play to my subjective initiative and do everything with enthusiasm. However, the fly in the ointment is that things can't end perfectly because we are not careful enough. In this process, I occasionally forget to report the work progress to the department head and the person in charge in time, resulting in an information gap.
2. The work lacks overall thinking, and systematic and planned execution needs to be strengthened.
3, the principle is not strong, the work process can not adhere to the self, the service consciousness is too strong, resulting in psychological dependence on other departments, and easy to compromise, making the company's regulations, processes or some affairs can not be resolutely implemented.
Three. 20xx work plan
1. Assist in recruitment In order to meet the human resources planning of various departments and introduce high-level talents, we should do a good job in recruitment while eliminating low-performance employees, that is, strengthen the browsing of resumes on the website and keep abreast of the delivery situation.
2 annual inspection and declaration to complete the annual inspection of business licenses and other certificates.
3. Learn labor contract management and contract management, and standardize various personnel procedures such as entry, resignation, regularization and job transfer. Improve the process of various procedures and improve work efficiency.
4. Seriously complete other daily office work.
In the new year, we will continue to work around the company center, overcome shortcomings, improve methods and grasp the truth; Strengthen management and improve service; Boldly explore new ideas and methods for the work of the administrative department, push the work of the administrative department to a new level and make greater contributions to the healthy and rapid development of the company!
Since taking office, I have worked hard to adapt to the new work of the working environment and the front desk, earnestly performed my duties and successfully completed various tasks. The study and work in the past two months are summarized as follows:
First, study in practice and try to adapt to work. This is my first job since I joined the company. As a newcomer, when I first joined the company, I was very unfamiliar with the company's operation mode and workflow. Thanks to the patient guidance and help of my boss and colleagues, I became familiar with the work of the front desk and the functions of various departments in the company in a short time. It also allowed me to quickly complete the transition from a student to a staff member. It is said that the front desk is the window of the company's external image. Just over two months have given me a new understanding and experience of this sentence. The front desk is not a vase. Everything you say and do represents the company. The guests who receive the company's visit should be greeted politely, the attitude of answering the phone should be kind, the daily affairs of the office building should be handled seriously, and colleagues should be treated with humility and sincerity, so that I can learn at work, make progress and benefit a lot. )
Second, learn the company's corporate culture and improve yourself. Joining the Zhongfu group, I really realized the connotation of the ten words "diligence, professionalism, self-confidence, vitality and innovation", which I think is also the driving force to inspire everyone to move forward. I also ask myself to devote myself to my work with a positive and optimistic attitude, do my job well in a down-to-earth manner, find out the shortcomings in my work in time, communicate with the department in time, work hard and be qualified. This has always been the goal and direction of future work.
Third, expand your knowledge and constantly improve yourself. More than two months' work has also given me a sense of crisis, and it is inevitable that I will encounter some bumps in my work, so it is not enough to rely solely on my knowledge and understanding of the company. I think I should constantly recharge myself in my future work, broaden my knowledge and reduce the gaps and mistakes in my work. When you first enter the workplace, it is inevitable that there will be some small mistakes; However, as a lesson from the past, these experiences have also made me mature and consider all kinds of problems more comprehensively to prevent similar mistakes from happening.
I learned a lot from this job and felt a lot. I am deeply proud of the rapid development of the company. In the future work, I will strive to improve my self-cultivation and connotation, make up for the shortcomings in my work, constantly sum up experience in my new study, do my job well with a modest attitude and full enthusiasm, and give full play to my potential to contribute to the construction and development of the company!
At the end of the year and the beginning of the year, review the past and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders, and with the friendly cooperation between colleagues, I have made great progress in my work and study.
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 the reception of customers at the front desk, and a good start is half the battle. After realizing its importance, I must do my job well.
First, focus on improving service quality. Answer every call carefully, memorize the extension numbers of all departments, transfer calls in strict accordance with the company's guidelines, and do a good job of confidentiality. When visiting customers, I will always pay attention to maintaining a good service attitude and warm reception. Promote the company culture to customers in a suitable environment and answer customers' questions skillfully. Smile, patience, carefulness and enthusiasm. In my spare time, I will strengthen the study of telephone skills and etiquette. Constantly recharge yourself to adapt to the rapid development of the company.
Second, pay attention to the health and image of the front desk and remind health personnel to clean up on time. The pantry within its responsibility shall be kept clean, and the water dispenser shall be disinfected at least once a month. Replace the printer cartridge in time and maintain the front office supplies.
Third, do a good job in stationery procurement and learn some purchasing skills. Understand the market price of purchased stationery, and further communicate with existing suppliers, hoping to reduce the original purchase price. And find more high-quality stationery suppliers. Choose suppliers with good quality, low price and considerate service. Save every penny for the company. Maintain more than two fixed suppliers.
Fourth, do a good job in warehouse management. Check the warehouse on time and classify the goods. Strictly follow the company system, so that every entry and exit is registered. Check the integrity of the goods in time and report the loss or damage of the goods to the relevant departments in time.
Fifth, focus on the overall situation, regardless of personal gains and losses. Whether it is during working hours or vacation time, if the company 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 Jingxin, I will dedicate my 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 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!
Summary of personal work at the front desk at the end of the year 5 The past xx years have been full, busy and happy. On the arrival of this new year, looking back, in almost five months after I came to our X hotel, as a new employee, 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 my work in the past five months.
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. Therefore, in the past five months, I have been strictly abiding by the hotel regulations. To sum up, it can be said from the following five aspects:
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.
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.
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.
Summary of personal work at the front desk at the end of the year 6 20XX is a full, busy and happy year. I stand on the time platform of the alternation of the old and the new, looking back on the past and looking forward to the future, and I can't help thinking a lot. In the past less than a year, with the correct guidance of the company and the help of my colleagues, I earnestly performed my duties in my own work according to the overall deployment and work requirements of the company and successfully completed my work tasks. 20XX years are summarized as follows:
I. Work situation
1. Strengthen understanding and do a better job.
The front desk is the first step for customers to contact the company, and it is the "starting point of company image and service". So I think hard in my work and try to improve my quality.
2. Improve service and do a good job at the front desk.
The main job of the front desk is to welcome guests and answer questions for customers. Therefore, in my work, I strive to improve my service attitude and efficiency. I am diligent, eloquent and polite when receiving customers. Answer customers' phone calls politely and record them clearly; When sending and receiving express delivery, sign for it only after the content is accurate and clear; When unknown personnel enter the office area, stop them from staying.
3. Strictly observe discipline and take work seriously.
I strictly abide by the company's rules and regulations, take the front desk work discipline seriously, and don't leave early or be late. During working hours, I always refuse to answer personal calls or hang up as quickly as possible, and don't do anything unrelated to the front desk work.
Second, shortcomings in the work.
In this year's time, I have grown a lot and learned a lot, but I also deeply realized and realized the shortcomings. First, the service lacks flexibility and initiative, because it is afraid of doing something wrong and dare not do it boldly. Second, when encountering unexpected events, they lack good psychological quality and can't handle problems calmly.
Three. working face
1. Strengthen your study and improve your own quality. In 20XX, I will continue to strengthen my study, master the basic knowledge and skills to do a good job at the front desk, improve my work skills, and strive to treat myself in accordance with the requirements of strong politics and professionalism, so as to be dedicated and conscientious.
2. Strengthen your sense of service. When customers come to the company, they should further strengthen their service awareness and improve their service quality.
In short, in the new year, I will be down-to-earth and do things seriously. Actively cooperate with the foreman, supervisor and leader to complete all the work, strive to improve their overall quality, improve service quality, correct those shortcomings, and be an excellent receptionist. Strive to achieve better development on this excellent platform of the company and contribute to the prosperity of the company.
Summary of personal work at the front desk at the end of the year 7 After graduating from school, I came to work in XX Hotel. From being a room attendant, I learned that I have no knowledge in books. This is a summary of my 20xx years of work:
The front desk is the window of the hotel, which is the impression the hotel gives to the guests. Important image, smiling, full of energy, welcoming guests with the most beautiful side, so that every guest can feel sincere and enthusiastic when entering the hotel.
First, pay attention to the preferences of guests.
When guests enter the hotel, they should say hello. When addressing a guest, if you are a regular customer, you should correctly state your name and position, so that the guest will feel respected. We should also collect information such as guests' living habits and personal preferences, and make every effort to make guests feel unexpected surprises every time they stay in the hotel.
Second, personalized service.
When guests go through the formalities, they can invite more guests, especially foreign guests, to explain the local customs. In order to introduce the location of stations, shopping malls and scenic spots, ask the guests if they are tired and do a good job. When guests check out, they need to wait for a few minutes for room inspection. Don't let the guests stand at this time, ask them to sit down and wait, ask them how their lives are or what they think of the hotel, and don't let them feel left out. Communication can make guests feel warmer, and it can also eliminate all kinds of unpleasantness that guests encounter in the hotel.
Third, smile service.
Pay attention to manners and manners when talking with guests. If it is impolite to look down at the guests directly, then exchange eyes with them every once in a while. Listen to the guest's opinions, don't interrupt the guest's speech, and nod your head when listening to show respect for the guest. Smile when dealing with guests. Smile when guests criticize. No matter how angry the guests are, the smile will "put out the fire" and the problem will be solved.
Use more polite language, say hello when guests come, send them away when they leave, and apologize for the trouble. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, explain to him patiently. As long as you smile, you will receive unexpected things. Paying attention to details, starting from small things and starting from small things will make the work at the front desk even better.
Different services to solve various problems. Sometimes work is really tiring, but I feel full and happy. I am very happy to stand at the front desk, and I am extremely proud of my work. I sincerely love my post and will strive to create my own glory in my future work!
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, I must do my work carefully.
First, strive to improve service quality.
Answer every call carefully, memorize the extension numbers of all departments, transfer calls in strict accordance with the company's guidelines and do a good job of confidentiality. When customers visit, I will always pay attention to maintaining a good service attitude and will receive them warmly. Promote the company culture to customers in a suitable environment and answer customers' questions skillfully. Smiling, patient and meticulous, warm tips. In my spare time, I will strengthen the study of telephone skills and etiquette. Constantly recharge yourself to adapt to the rapid development of the company.
Second, pay attention to the health and image of the front desk and remind health personnel to clean up on time.
The pantry within its responsibility shall be kept clean, and the water dispenser shall be disinfected at least once a month. Replace the printer cartridge in time and maintain the front office supplies.
Third, do a good job in stationery procurement and learn some purchasing skills.
Understand the market price of purchased stationery, and further communicate with existing suppliers, hoping to reduce the original purchase price. And find more high-quality stationery suppliers. Choose suppliers with good quality, low price and considerate service. Save every penny for the company. Maintain more than two fixed suppliers.
Fourth, do a good job in warehouse management, take stock of warehouses on time and classify 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 loss or damage of the goods to the relevant departments in time.
Fifth, focus on the overall situation, regardless of personal gains and losses.
Whether it is during working hours or vacation time, if the company 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 Jingxin, I will dedicate my 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 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!
Summary of personal work at the front desk at the end of the year 9. I have been working for a year before I know it. At first, I was very unfamiliar with the company's operation mode and workflow. Thanks to the patient guidance and help of leaders and colleagues, I became familiar with the work content in a short time, and my responsibilities made me make continuous progress in my work and benefited a lot. In the past year, although no positive results have been achieved, some progress has been made. Now let me sum up my work since I joined the company:
First, the daily work of the front desk mainly includes
1, responsible for answering and transferring calls at the front desk, carefully recording important matters and conveying them to relevant personnel, so as not to miss or delay;
2. Be responsible for the sanitation and cleaning of the company's meeting room, placing tables and chairs, and keeping them clean.
Second, the administrative work
The administrative work is very complicated, ranging from copying, scanning, faxing, sending express, printing business cards and keeping documents, to assisting technicians in printing, sorting and binding tenders. The completion of each job is a test of responsibility and working ability.
Third, personnel management.
1. I am responsible for the attendance statistics of the company's implementation of relevant personnel management systems. In the process of implementation, I will strictly abide by the company's rules and regulations, make attendance statistics true, make attendance statistics at the beginning of each month according to statistical data, and submit them to the finance department in time to make payroll.
2. Strictly implement the company's rules and regulations on personnel-related materials, fill in the application registration form and employment resume form, and do a good job in employee file management. Fill in the "dispatch list" and "leave" to implement the company's rules and regulations.
The new year means new opportunities and challenges for us. In view of the shortcomings in these two months' work, I need to do the following work in the new year:
1, do a good job in the office. Pay attention to the neatness and cleanliness of the office; Pay attention to the maintenance of office equipment such as printers and photocopiers; Try to do your job well.
2. Pay attention to collecting information in daily work in case of emergency. For example, the business card of the courier company.
3. Handle daily administrative management, assist leaders to constantly improve various rules and regulations, and make the company tend to standardized management.
4, strengthen the study of business knowledge, in-depth understanding of the company's products, in order to better assist leaders and sales staff.
As a receptionist, I need to master a lot of knowledge. In my future work, I will try my best to learn from my colleagues and further improve my theoretical level and professional ability. Finally, I would like to thank the leaders for providing me with this working platform and giving me the opportunity to improve and make progress together. Thank you for your warm help to my work during this period. Although I still have many shortcomings in experience and ability, I believe diligence can make up for it. As long as we know more about each other and communicate with each other, and make unremitting efforts, I believe the company will have a better tomorrow.