The new year means a new starting point, new opportunities and new challenges. In 20__ years, we should conscientiously sum up our experience, guard against arrogance and rashness, work hard and strive for greater achievements. With a brand-new work style, higher work enthusiasm and more dedicated work attitude, I devoted myself to all the work in the office. Start with small things and service, further strengthen housekeeping and logistics services, provide basic services for the company's overall development, and play its due administrative role for the realization of the company's annual overall work objectives.

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. The problem of odor in the guest room was fundamentally solved by opening the window for ventilation, and the old TV in the guest 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 won the second place in the history of star rating for 20 years, making _ _ 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 staff dining room and a dual-purpose room for staff activities, increases entertainment items such as table tennis, table tennis tables, chess and cards, and conducts various competitions many times, which not only enhances the physical quality of employees, but also enriches their spare time life. 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 department can still overcome difficulties, forge ahead in unity, and successfully complete various reception tasks arranged by the hotel. In the whole year, we received four VIP groups and held many 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 hotel's call to carry out cost-saving activities and control costs. In order to save costs, the front office bought plastic baskets for team keys, which reduced the use of key bags and room cards, and saved hotel expenses (in the past, no matter teams or individuals, each room had to fill in a room card and use a key bag, but after the team room did not use room cards and key bags, the expenses were greatly saved, with room cards 0. 18 yuan/piece and key bags 0.1. 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 a problem, you can actively coordinate with this department to avoid things getting worse, because everyone's common goal is for the hotel, and if it is not solved and handled well, it will bring certain negative effects to the hotel.

Five, strengthen the management of all kinds of statements and customs declaration data.

The front desk should register each guest according to the regulations of the bureau and input it into the computer. Declare the information of overseas guests to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and conscientiously implement the notice issued by the bureau to remind and store each guest's 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 income of room expenses in the past 20 years, the room expenses increased by 9% and 46%, but the income decreased by 240,223 yuan and 07 yuan. The main reason is that the vicious competition of hotels leads to the decrease 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 leads to poor lines, which often causes complaints from guests.

Some new employees are not skilled in their work.

4. The copier in the business center is aging, and the effect is not good, which affects the income of the business center. The cash income from photocopying in the business center this year 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 workforce and reduce employee mobility.

3, "hardware" aging "software" supplement, through improving service quality to make up for the lack of equipment aging.

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.

2. Personal annual summary of the front desk clerk

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 a new employee, with the care and help of our front office leaders and colleagues, I have been able to finish my work independently and never know anything about the reception work at the front desk of the hotel. 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. 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, 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 five months, I have many shortcomings, such as communication with leaders and colleagues, and 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!

3. Personal annual summary of the front desk clerk

In one year's work, I received customers seriously at the front desk and did a good job as a clerk. At the same time, I successfully completed the temporary tasks assigned by the leaders. Now I will make a summary of my work this year.

First, the front desk work

The work at the front desk requires me to have a good service attitude and also represents the image of the company. Customers come into our company from the outside, and the first person they meet is me, and I also receive them. Therefore, no matter what kind of customers, I seriously receive them. Even some door-to-door salesmen, I patiently declined. Unless some companies need projects, I have not been fooled by salesmen during this year. Send tea to customers and arrange people to meet. When the company holds a large-scale meeting, I will also take the initiative to register customers and seriously guide customers to attend the meeting. Some groups come to visit or inspect the company. I also received them politely and answered questions positively, some of which involved company secrets.

Second, the administrative work

While doing a good job at the front desk, don't forget that you are still a clerk. I also need to deal with some personnel and administrative work, such as calling candidates, arranging interviews and screening suitable resumes. Notice some publicity documents to the company in the group, post them on the bulletin board, print some documents that need to be distributed, and then distribute them to relevant departments. At the same time, I actively participated in the company's meetings and took minutes. Over the past year, I have done all this work seriously, without any omission. I also actively complete some things arranged temporarily by the company, or prepare for activities, do a good job in activities and do some temporary work in place.

Third, shortcomings

The work has been going smoothly in the past year, and many jobs that need the cooperation of colleagues have also been actively cooperated by colleagues, which has also brought great convenience to my work. Of course, I also found something in my work. I really don't have much experience. These things also need me to study more to do well. There are also some shortcomings in the work, and the results are not particularly ideal. There will be some shortcomings.

In the following work, I will learn more and master what I am not familiar with on the premise of doing my job well. Only in this way can I finish my work better and more smoothly.

4. Personal annual summary of the front desk clerk

I have been in _ _ company for more than a year. Here, I started my work as an employee from a school student, and learned more knowledge and skills, which improved in all aspects. With the support of the leader and the help of my colleagues, I finished my work well. I am very grateful to the company leaders for giving me this growth platform, so that I can continue to grow and learn in my work and improve my own quality. Now I will summarize my work in the past year as follows:

I. Daily work

1. Make things detailed, organized and standardized. The work at the front desk is trivial, sending and receiving faxes, emails and newspapers, maintaining office equipment, delivering water and receiving different visitors. When I first came into contact with work, sometimes things got together, and I couldn't cope with it, as if I was in a hurry. Although the work was completed, some details were not noticed during the work, and things seemed chaotic. The efficiency is also low. After continuous exploration and summary, I realized that in order to complete these tasks with high quality, we should first make an overall plan for the work, and then start with the details to maintain a good working condition and improve efficiency. Only by constantly improving ourselves can we be competent for seemingly simple administrative work. Now, we have been able to better coordinate our work and try to properly handle the details of our work. Strive to give you the best support and service, constantly improve your business level, and always demand yourself according to professional standards. At the same time, standardization needs to be strengthened, and I will pay more attention to this point in my future work.

2, to maintain a good working condition, low is king, low is the sea. Administration itself is a service and support work, especially the reception at the front desk. When a customer visits or the company has a large meeting, the front desk will be responsible for some tea preparation and service, understand everyone's needs and serve everyone in time. Drivers who pick up other people, such as newspaper delivery, water delivery and visitors, should also be considerate and reflect the good image of the company. Only by maintaining good working conditions can the service quality be improved. In the process of work, I ask myself to avoid negative emotions, keep in mind my job responsibilities, always put my position at a suitable height, and devote myself to my work with the attitude of serving others and improving myself. This is also a necessary accomplishment for an administrative staff.

3. Learning communication and teamwork communication are indispensable abilities for a person to exist in this society. The front desk work needs to deal with many people at home and abroad and all sectors of society. Communication, good and effective communication is particularly important. In this year's work, communication is basically smooth, but there are also many problems. When something happens, in many cases I lack enthusiasm and initiative in communication. Always take time to think, instead of understanding and communicating in time, and deal with things a little passively. So it also wastes some time and reduces work efficiency. This is a very unprofessional aspect. Be proactive and solve problems in the first place. Not only can you finish your work better, but you can also encourage yourself to develop the quality of not escaping and being responsible to the end.

Second, strengthen their own skills and literacy.

When I leave school and enter the workplace for the first time, my ability and experience are very lacking. After this year's study and accumulation, we have been able to ensure the normal operation of all the work in this position, but there are still many shortcomings. I also look for shortcomings in my work, study hard and cultivate my ability. At present, I have studied relevant professional knowledge, including the improvement of professional quality and ability of the front desk, file management, administrative overall management and other related contents. The knowledge of financial accounting is also lacking, and I am learning this knowledge. Through these studies, my skills have been improved to a certain extent. I hope I can have the opportunity to participate in relevant training in my future work and improve my work skills to a greater extent. I will study hard when I see some good working methods of my colleagues in my usual work. I really feel that every leading colleague around me is a teacher with different advantages, and everyone has something to learn. Sometimes work skills are not only learned from books or made by yourself, but also need to absorb the essence of others.

Three. Work achievements and existing problems

1, work result

Office equipment, vats of water and other accounts are complete; Services such as catering, hotels and reservations are basically perfect; Daily inspection and all kinds of maintenance are carried out smoothly; Various account reimbursement process specifications; Other services and follow-up work were carried out in an orderly manner.

2. Existing problems

(1) The work is not detailed enough: the front desk work is detailed, but there are many places I haven't done yet. In terms of service guarantee, the sanitary maintenance of the conference room, tea room, front desk hall and office hall on the second floor is not in place, and problems cannot be found in time, let alone solved in time. There are also problems with the cups used for entertainment and some service directions, which do not provide convenient services for everyone.

(2) Insufficient execution: When receiving instructions from leaders to complete a certain job, execution often gets stuck. This has something to do with your own understanding of tasks and instructions, and your own flexibility and movements.

(3) Low work efficiency: Due to their own knowledge structure and work skills, some work efficiency can't keep up. For example, some documents cannot be completed with good quality and quantity due to the lack of knowledge and skills of office software. The same is true for other professional jobs.

The above problems will be solved in the future work. I really learned a lot in this year's work. I am very grateful to the leaders for their tolerance and support, so that I can have such an opportunity to work, study and grow. In the next work, I will make persistent efforts to do better.

5. Personal annual summary of the front desk clerk

Time is always fleeting. I have gained a lot by working at the front desk for one year. Since taking office, I have worked hard to adapt to the working environment at the front desk and this brand-new job, and earnestly performed my duties and completed various tasks. This year's work is summarized as follows.

First, the daily work content

Transfer calls, accurately transfer visitors' calls, and treat harassing calls gently to improve work efficiency. Receive and guide visitors, and cooperate with the personnel department to register the information of candidates. Address book update, in view of the company's large personnel transfer and more new employees, the address book can not be changed in time, which affects the communication between departments and between customers and the company. Therefore, it is necessary to do a good job in follow-up work, update the address book in time, and often communicate with various departments in future work to get correct information in time; Attendance, register and input fingerprints for new employees, and make supplementary attendance records.

Record daily work and clean the front desk and VIP room. Turn on the led screen on time every day and check its usage. If there is any fault, contact relevant personnel for maintenance immediately. Receive daily newspapers and emails and hand them over to relevant personnel in time. Distribute company documents, distribute documents to all departments in time, and quickly convey the company's policies and measures. Meeting work, inform the staff to attend the meeting on time before the meeting, and prepare tea; Tea should be added in time during the meeting; Clean the meeting room after the meeting. Check the front desk lighting, VIP room and warehouse locks after work to ensure that the air conditioner and computer power are turned off.

Second, the existing problems

You don't do things carefully enough, you don't think comprehensively, and sometimes you forget things. At present, the company has a large turnover of personnel, and there are many and frequent people going in and out, which has caused some omissions.

Third, give yourself advice.

As a clerk, in addition to being down-to-earth and doing things seriously, we should also pay attention to communication with various departments. Understand the development of the company and the work content of each department. With these knowledge reserves, you can answer the questions of visitors in time and accurately, and transfer the calls of callers accurately. On the premise of doing things according to regulations, we should also pay attention to methods, be firm in attitude, speak euphemistically, and strive to improve service quality. Be considerate and careful in doing things. Sometimes a small problem can make a big mistake, so always think of the consequences first. Work progress and problems encountered in the process of work should be fed back to superiors because they cannot be handled in time. Strengthen the study of etiquette knowledge. Studying at work is not enough. After work, you must also learn relevant professional knowledge and understand the common sense of etiquette that you must abide by when interacting with people.