202 1 summary of personal work at the front desk at the end of the year (1) 202 1 The coming year is full, busy and happy. At the end of the year and the beginning of the year, review the past and look forward to the future! Under the guidance of the company, with the care and help of department leaders and the friendly cooperation of colleagues, we have made great progress in our work and study.
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.
Second, 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, 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; After nearly a year's 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!
Three. Work plan for the coming year
202 1 year has passed, and the future will be very long. No one can predict what will happen in 2022. I always feel that all I have to do is work hard and persist. A seemingly simple sentence is not easy to do, but it is not easy to constantly absorb, constantly sum up, absorb the advantages of others, sum up their own shortcomings, learn from the advantages of others, and express it in their 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.
202 1 year-end personal work summary at the front desk (2) I have been working for one 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 in a short time. My responsibility and bit by bit let me make continuous progress in my work and benefit a lot. In the past two months, although no positive results have been achieved, some progress has been made. Now I would like to briefly report my work since I entered the company to the leader:
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 according to statistical data at the beginning of each month, 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 office affairs. 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.
202 1 summary of personal work at the front desk at the end of the year (3) performing service duties and creatively carrying out reception work have won unanimous praise from most guests, colleagues and leaders, and successfully completed various tasks assigned by the leaders. At the same time, individuals have also made some achievements in different aspects, mainly in the following aspects. The following work is summarized as follows:
I. Raising awareness
As a service work, the essence of hotel industry is to provide guests with high-quality and comfortable dining and rest environment. Reception at the front desk is the first step of work, and it also represents the first impression of the hotel.
The front desk service personnel must be highly aware of the importance of work, always keep in mind the service tenet of "guests first, service first" and "completely satisfying guests", always smile and receive guests from all directions seriously and humbly.
Only by constantly improving the understanding of the importance of the front desk work can we do the front desk work well, and only by focusing on our own work and paying attention to every service link can we ensure the orderly and healthy development of all the work.
Second, work hard.
Over the past year, I have been diligent and practical in my work, strictly in accordance with the provisions and requirements of the front desk work, earnestly performing the duties of front desk service and actively carrying out various tasks. During work, I am on duty on time and never leave early, which ensures the normal business order of the reception center.
Treat guests with courtesy, enthusiasm, friendly smile, patiently answer and accept questions and suggestions, actively coordinate and solve with relevant units in time, and properly handle complaints from large and small guests, which has been well received by the majority of guests. In the interaction with colleagues, I can unite and help each other, be friendly and harmonious, and properly handle various problems in my personal life.
Third, strengthen study.
At the same time of solid work, I insist on learning various cultural knowledge, mainly in hotel management, law, accounting and other aspects of a systematic and in-depth study. A person's learning ability can determine how far to go. Only by constantly learning from all aspects can we improve our work initiative and innovation and adapt to the ever-changing and developing hotel industry.
Of course, while summing up my achievements, I also have some shortcomings, such as my overall awareness and initiative, which need to be improved in the next step.
In short, at the end of 20021,with the care and help of leaders and colleagues, I made some achievements. However, in the face of new situations and problems, I still need to stand at a new starting point, meet new difficulties and challenges, make persistent efforts, continue to earnestly perform my duties, constantly improve my professional level, and creatively carry out my work to contribute my share of light and enthusiasm to the all-round development of the reception center.
Summary of personal front desk work at the end of 20021year (4) The past 202 1 year was a full, busy and happy year. On the occasion of the new year, looking back, as a new employee, I have been working independently in our xx hotel for almost a year with the care and help of the leaders and colleagues in the front office. 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 previous work in 202 1 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 five months, I have been strictly abiding by the hotel regulations. To sum up, it can be said from the following five aspects:
First, like all other service industries, politeness and etiquette.
How to keep smiling, how to greet guests, how to provide services for guests, and the language to be used in services.
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, regardless of 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!