2022 Hotel Front Desk Annual Work Summary (Personal General)

The year 2022 will soon pass. When we welcome the new year at the end of this year, let's make a summary of the hotel front desk work in the past year! Annual work summary, hotel front desk, where to start writing? The following is the "2022 Hotel Front Desk Annual Work Summary (Personal General)" which I carefully arranged for you. Welcome to reference, I hope it will help you!

Annual work summary (personal general), 2022 hotel front desk (on) unconsciously 20xx years will pass, and I have lived a full, busy, happy and growing year. 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 of colleagues, I have made great progress in my work and study.

The front desk is the window of the hotel, the image of the company, the starting point of service, the first step for customers to contact our hotel and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. Starting from welcoming guests at the front desk, a good beginning is half the battle. So I must do my work carefully.

First, smile and be full of energy. We should keep our image, greet our guests with our best side, and let every guest experience our sincerity and enthusiasm when entering the hotel. Strive to improve the quality of service. Answer every call carefully and make every record. Always pay attention to maintain a good service attitude, warm reception, and skillfully answer every question raised by customers. Smiling, patient and meticulous, warm tips.

Second, pay attention to the habits and preferences of guests. When guests enter the hotel, we should take the initiative to say hello. When addressing a guest, if you are a regular customer, it is very important to say the guest's name accurately, so the guest will feel respected and valued. If you are a foreign guest, you can explain the local customs to them, introduce them to the locations of stations, shopping malls and scenic spots, and go through the formalities quickly. When the guests go through the formalities, we can pay more attention to the guests and ask them. We also need to collect their living habits, personal preferences and other information to try to satisfy our guests. When they check out, they need to wait a few minutes to make rounds. Don't let the guests stand at this time, please sit down and wait.

Third, pay attention to manners. When talking with guests, you should keep eye contact with them every once in a while. Smile in front of guests, especially when they criticize us or explain problems. Don't argue with the guests, even if they are wrong, give them the right one. We must keep smiling. No matter how angry the guests are, our smiles will put out the fire for them, and many problems will be solved. Use more polite language, say hello when guests come, send a message when they leave, and apologize when they cause trouble. Try to solve the problem for the guests in time, and be anxious for the guests. In my opinion, only by paying attention to details, starting from small things and starting from bit by bit, will our work be even better.

Fourth, focus on the overall situation, regardless of personal gains and losses. Whether during working hours or during rest 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 xx Hotel, I will dedicate my strength to serve the company. At ordinary times, I actively participate in the activities organized by the company, obey the arrangement of superior leaders, and strengthen the feelings between colleagues and the communication between departments.

Fifth, communication and cooperation between various departments. Front desk, guest room and logistics are like a chain, and the work of each department is very important. Therefore, in the future work, we should strengthen cooperation with other departments, so that we can work more happily, work more efficiently and gain greater benefits.

The work at the front desk is trivial, but we can do everything well as long as we are serious. Therefore, I will do everything more seriously and carefully. I feel very happy to see all kinds of guests coming in and out every day, and to provide them with different services and solve all kinds of problems.

Thanks to manager Xiong of our department for giving me a job opportunity, and thanks to the company for giving me a platform to exercise myself. I'm very happy that I can take the post of front desk. I'm extremely proud of my work. I really love my post, and I hope I can become more mature and calm when I encounter problems in my future work. In the future, I will learn more telephone skills and etiquette to adapt to the rapid development of the company, make personal work plans, and learn more about the basic situation and business content of the company. In order to continue to lay a solid foundation for better work in the future, we will also strive to create our own glory here!

2022 Hotel Front Desk Annual Work Summary (Personal General) (Part II) Time flies, and a new year is ushered in unconsciously. In the next 20xx years, with the care and help of hotel leaders and colleagues, I successfully completed the corresponding work. Now I will make a summary of my work in 20xx years.

First of all, reception at the front desk.

I work as a front desk in a hotel, and the front desk is the first person to show the image of the hotel. At work, I put on work clothes in strict accordance with the requirements of the hotel, treat every visiting customer warmly, and point them to the relevant office, which provides convenience for leaders and customers.

Second, the reception of the meeting

Participated in and received many large conferences. In this kind of foreign conference, I arrange the venue in strict accordance with the high standards required by the conference, actively coordinate hotel-related matters, and provide good service during the conference. In this process, I learned more about treating people, serving food and giving gifts, and accumulated a lot of experience. Arrange meeting rooms reasonably according to the needs of various departments, avoid meeting conflicts, and pay attention to relevant registration, sanitary maintenance of meeting rooms, and after-care inspection of public goods. To provide better service to our staff. When holding a headquarters meeting, according to the notification requirements, turn on the video system on time half an hour in advance to ensure that the meeting is connected on time. There is no postponement of the meeting this year.

Three. Expense reimbursement and contract entry

In this regard, in strict accordance with the requirements of the hotel, the reimbursement documents will be collected on Monday, signed by the leaders on Tuesday, and then entered into the erp system to do a good job of registration.

Fourth, comprehensive affairs work.

Later, due to personnel changes in the department, I was transferred to the office, engaged in public security inquiries, signing foreign documents, trade unions, office supplies, canteen management and other work. Later, he took over the work of information editing, meeting minutes, the window of China Unicom and the management of administrative library. Do a good job in the registration and storage of small fixed assets such as notebooks and desktops, contact maintenance outlets in time to maintain computers, strengthen communication with them, and ask for spare machines for us to avoid delaying normal work.

Shortcomings of verb (abbreviation of verb) in work

Lack of initiative in work, less communication with leaders, insufficient consideration and meticulous consideration. Lack of writing skills, failure to grasp the highlights of hotel information in time in the information submission process, resulting in low quantity and quality of information, affecting the hotel's information ranking.

The work plan of intransitive verbs for next year

Strengthen self-study, combine with the reality of the general department, consider the details, keep up with the leaders' intentions, coordinate internal and external relations, and solve problems for the leaders. Actively learn from other hotels, hotels and other conference reception experience, improve the reception level and enhance the hotel image. Do a good job in trade union work, carry out meaningful activities, strengthen communication, and continue to carry out the "Trade Union send warm" activities. Strengthen canteen management, conduct market research, increase cost control, and create a warm, comfortable and low-cost dining environment.

In the new year, I will sum up my experience, overcome my shortcomings, strengthen my study and contribute to the development of the hotel.

Annual work summary (personal average), 2022 hotel front desk, unconsciously has been working in this hotel for a 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, leaving the hotel also brought me training and the support of old employees and old leaders. In a year's time, I learned a lot, and the well-known business motto "The customer is always right" was brought to the extreme here. The following is a summary of my work this year.

First, the concept of hotel management

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 hotel operators, as long as we don't violate the law and morality, we often meet the requirements of our guests. 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.

Second, the understanding of the front desk work

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. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.

Third, 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.

Fourth, strengthen my sales awareness and skills to 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.

Fifth, 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.

2022 Annual Work Summary of Hotel Front Desk (Personal Head Office) (Chapter IV) In 2022, under the correct leadership of the central leadership, with the strong support and cooperation of all departments and with the concerted efforts of employees of all departments, the hotel front desk focused on sales management, and started to work from the aspects of grasping internal management, reducing costs, strengthening business training, caring for employees' lives, etc., which achieved the annual business objectives and achieved remarkable results. The main work in 2008 is summarized as follows.

I. Operating conditions

The annual planned task is xx million yuan, actually completed xx million yuan, exceeding xx million yuan, accounting for xx% of the room income and xx% of the planned completion. Compared with the same period, the income increased by xx million yuan.

Second, the main work

1. Strengthen business training and improve the quality of employees.

In the past year, we mainly focused on service skills, carried out training in strict accordance with the training plan, assessed employees in stages, and strengthened on-the-job practical training to make employees apply what they have learned. Strengthen business training, take each batch of reception tasks seriously, and formulate detailed training plans and reception plans according to different stages and teams. In the event of a large reception task, we only give the reception staff a running-in period of 5 minutes, including the whole effective registration process and the cooperation between the conference group and the conference center, which require good business and communication skills and normal and strict training. All the staff in the front office know that only by constantly enriching themselves can all the reception tasks be completed in a down-to-earth manner. In the case of limited personnel, we require managers to personally guide the work, find problems, feedback information, negotiate and adjust in time, and achieve the best service standards.

2. Strengthen the construction of staff and do a good job in service guarantee.

In the past year, we have always given priority to reservation and reception services. Through reasonable arrangement of rooms, improvement of occupancy rate and warm and satisfactory service, every guest in the hotel will be retained. With the joint efforts of the front office staff, X large, medium and small meetings were successfully received; VIPxx times, * * * reception number xx times.

3. Effectively carry out the fourth quality service activity.

The fourth quality service activity officially kicked off on X, X, and our department actively organized employees to learn and understand the spirit, and conducted a series of professional skills training for employees, which greatly improved their service awareness and skills. At the same time, a series of workflow and work standards have been formulated and reported, which makes the front desk service smoother and clearer, and makes the weekly service more refined and standardized. On-the-job training competition among employees has greatly improved the service level of employees. At the first staff get-together organized by the center, the front desk staff enthusiastically signed up and showed their skills. Through this high-quality service activity, a competitive situation has gradually formed among employees, which has greatly improved the enthusiasm of employees.

4. Care about employees' life and create a relaxed and happy working atmosphere.

The front desk work is complex, involving a wide range, and the staff is under great pressure. In view of this feature, the front desk has always stressed the need to care about the lives of employees and can effectively solve difficulties for employees, whether from department managers or supervisors. On holidays, managers will take the initiative to remind them to call home to greet their parents, send them fruit when they are sick, help them when they encounter difficulties in life, and let them feel the warmth of collective mutual help and love. In order to alleviate the pressure brought by work and enhance cohesion, departments often talk to them and encourage them to meet new jobs in a better working condition. At the same time, we ask managers to play an exemplary role in business ability and dealing with people. When encountering difficulties, we must rush to the front line together with the service personnel to motivate employees, reduce their work pressure, cultivate a good atmosphere for Qi Xin, the manager, to make employees fully trust the department, so as to maintain a stable and healthy mentality and ensure the quality of customer service.

Third, shortcomings in the work.

1, the training effect is not good

After training employees, employees have a deeper understanding of the training content. However, due to the lack of a unified supervision mechanism, training is a blank sheet of paper. Although everyone understands and understands, what is done in the actual work is not appropriate, which also affects the quality of service.

2. Service quality and service level need to be improved.

The frequent flow of front desk personnel greatly affects the quality of service. New employees have to go through a three-month probation period to fully master the work of this position. However, some employees leave their jobs as soon as they master their jobs, which leads to the loss of personnel, gfd, manners and etiquette, and insufficient supervision of daily work, resulting in three days of fishing and two days of drying the net. We should strengthen inspection in our daily work.

Four. 20xx work plan

1. Pay attention to customer needs, actively and truly reflect customer needs to superior leaders, and provide basis for leaders to adjust their strategic thinking.

2, continue to strengthen training, improve the overall quality of employees, improve service quality.

3. Really care about employees, stabilize the workforce and reduce employee mobility.

4. Pay attention to staff service details and provide customers with satisfactory and thoughtful service.

5. Improve the workflow and work standards of each post, carry out quality service activities, and realize quality standardization, standardization and refined service.

Although some achievements have been made in the work of 20xx, we will not be proud, lax or negligent, and next year's work will be even more arduous. We will carry forward our achievements, devote ourselves to our work with more enthusiasm, and strive to complete various tasks throughout the year. We believe that under the correct leadership of leaders at all levels and the joint efforts of all staff, the center will be more brilliant tomorrow.

Annual work summary (personal average), 2022 hotel front desk, unconsciously has been working in this hotel for a year. From the beginning to the present, I believe that apart from my own efforts and efforts, I also have the training brought by leaving the hotel, as well as the support of old employees and leaders. In a year's time, I learned a lot, and the well-known business motto "The customer is always right" was 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, as long as it does not violate the law and morality, the requirements of the guests must always be met. 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 can be assigned to one cashier, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly. During this year, I mainly did 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 skills to improve the occupancy rate. According to the market situation, the front office actively promotes the sales of scattered houses. This year, the hotel launched a series of room promotions. While providing 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 should try our best to keep them" and strive for more occupancy.

Third, pay attention to the coordination between departments. The hotel is like a big family. Friction will inevitably occur between departments at work, and the quality of coordination at 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 guest for advice 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!

2022 Hotel Front Desk Annual Work Summary (Personal Summary) (Chapter 6) The coming 20xx year is a busy and happy year. Near 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, our work and study have been greatly improved due to the concern of department leaders and friendly cooperation among colleagues.

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 should represent the image of the company to a certain extent. At the same time, the company's service to customers begins with the reception of guests at the front desk, and a good beginning is half the battle. Because we know its importance, we must try our best to do our work well. Strive to improve the quality of service. Seriously receive all incoming calls, record the serious answers to questions, and dispatch, convey and report according to the information-related departments or responsible persons. When customers visit, we will always pay attention to good service attitude and warm reception. Answer customers' questions skillfully in an appropriate environment. Welcome with a smile, patience and meticulous, warm tips, etc. In our spare time, we will strengthen our knowledge of telephone skills and service etiquette. Constantly recharge yourself to adapt to the rapid development of the company.

Second, do a good job in warehouse management, take stock of warehouses in time, and store items by category.

Strict company acquisition system, register all incoming and outgoing items. Check the integrity of the goods in time, and report the lost or damaged goods to the relevant departments for purchase or maintenance in time. According to statistics, as of xx month of 20xx, the project custody of various departments has been handled for more than xx times, and the goods custody has corresponding outbound records.

Third, regardless of personal gains and losses, we should pay attention to the overall situation.

Whether it's working hours or vacation time, the company has a temporary task assignment, and we all obey the arrangement and actively cooperate, and we can't find any reason to avoid it. As a member of Huachuan, we will contribute our strength to the company. Usually actively participate in the activities organized by the company, strengthen the feelings between colleagues and communication between departments. And have a lot of knowledge about the company's basic scripts and business information. Constantly lay the foundation for better work in the future.

The work at the front desk is sometimes trivial, but you have to work hard to do it well. So we try our best to do everything well, and thank the department manager for his teaching and the opportunity given us by the company. Through this nearly one year's work, I also clearly see that I still have many shortcomings. In the future, we will work hard to strengthen our study and do our work better.

Fourth, the work plan for next year

20xx years have passed, and there will be a long time. No one can predict how the future will develop. I always feel that what I have to do is to work hard and persist. If it seems easy, it is quite difficult to do. Constantly absorb, constantly sum up, absorb the advantages of others, sum up your own shortcomings, learn from the advantages of others, and say to me through an old friend: "Constant efforts and persistence are the real waiting. Waiting may be your own opportunity. " The work plan for next year is as follows.

1, we should strengthen our work and further strengthen our work ability through skill learning.

2, establish the concept of lifelong learning, strengthen their own cultural quality learning, and constantly improve their own quality.

3. Take the initiative to forge ahead in the work, unite colleagues, combine different working environments and personal personalities, do a good job in front-line work coordination, and make all kinds of interpersonal relationships more harmonious.

4. In the engineering work, I will try my best to master the engineering characteristics, construction skills and methods, improve my professional level and make contributions to the engineering work next year.

It's a long way. I want to look for it up and down. Next year, we will strengthen our awareness of independent management, boldly explore and innovate, strengthen the study of theory and design, and constantly improve our professional and technical level. There will be many difficulties. With the training of leaders, the help of colleagues and my own efforts, I believe I will constantly improve my work skills and personal cultural quality and make due contributions to enterprise construction.