Personal work summary of receptionist

Lead: As a receptionist, I dress neatly, don't wear heavy makeup, don't wear expensive accessories, pay attention to personal hygiene, and avoid eating pungent food before going to work. In the standing service, always full of energy, smiling at the guests, positive and enthusiastic.

Article 1: Model essay for year-end summary at the front desk

During this year, xx Hotel has undergone great changes under the joint operation of xx Company and xx 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. In view of the problem of room odor, the problem was fundamentally solved by opening windows and ventilation, and the old TV in the room was updated ... With the renewal of hotel equipment, the improvement of service items and the further improvement of staff service level, xx Hotel won the second best result in the history of XX star rating and gained a high reputation in the hotel industry.

These are the effective management of store-level leaders and the efforts of hotel employees. Therefore, the hotel pays more attention to the spiritual civilization construction of employees, creates a good living space for employees, transforms the laundry room of the hotel into a spacious dining room and a dual-purpose room for employees' activities, increases entertainment items such as table tennis, table tennis table and chess X, and conducts various competitions many times, which not only enhances the physical fitness 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 can still overcome difficulties, forge ahead in unity and successfully complete the reception tasks assigned by the hotel. Throughout the year, * * * received four VIP groups and held numerous meetings, which were well received by the guests in the whole reception process. In the past year, the front office has done the following work:

First, strengthen business training and improve the quality of employees.

As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel. Therefore, the training of employees is the focus of our work. This year, we have developed detailed training 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 money, the front office bought plastic baskets with team keys, which reduced the use of key bags and room cards and saved hotel expenses (in the past, both teams and individuals had to fill in a room card and use a key bag, but after passing through the team room without using room cards and key bags, the expenses were greatly saved, with room cards 0. 18 yuan/piece and key bags 0./kloc. 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, voucher and thousand yuan card. 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 increased. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we must try our best to keep them."

Fourth, pay attention to the coordination between departments.

Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

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

According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Compared with the income of 20xx years, the room rate increased by 9.46%, but the income decreased by 240,223.07 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 causes poor lines, which often causes complaints from guests;

3. 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, 20xx is an important year for the front office. In order to cooperate with the sales department to complete the task, 20xx is specially formulated:

1, continue to strengthen training, improve the overall quality of employees and improve service quality;

2. Stabilize the labor force and reduce employee mobility;

3. The aging of "hardware" and the supplement of "software" make up for the aging of equipment by improving service quality;

4. Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel.

The new year has begun, and all the staff in the front office will provide the best service to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".

Chapter 2: Personal work summary of receptionist in property management company.

Time flies, and it's a new year in a blink of an eye. In the next 20xx years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now, let's sum up our work in 20xx.

First, the basic content of the front desk work.

The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. 20xx 165438+ 10, I started to be a receptionist, knowing that the receptionist is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.

Second, the experience and lessons of the front desk work.

Before working in XXX enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.

Third, the next work plan of the front desk.

Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!

Chapter 3: Summary of personal work of receptionist.

20 18 years have passed, and in this year, with the effective management of hotel leaders and the efforts of hotel employees, achievements have been made. The hotel pays more attention to the spiritual civilization construction of employees, creates a good living space for employees, transforms the laundry room of the hotel into a spacious dining room and a dual-purpose room for employees' activities, adds entertainment items such as table tennis, table tennis table and chess X, and conducts various competitions many times, which not only enhances the physical fitness of employees, but also enriches their spare time. The hotel also installed solar hot water in the staff dormitory, which solved the problem of bathing in winter. All these employees can only repay the hotel through hard work. This year, in the case of constant changes in personnel, all the staff in the front office can still overcome difficulties, forge ahead in unity and successfully complete the reception tasks assigned by the hotel. Throughout the year, * * * received four VIP groups and held numerous meetings, which were well received by the guests in the whole reception process. In the past year, the front office has done the following work:

First, strengthen business training and improve the quality of employees.

As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have made detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in July this year, all the staff in the front office conducted a one-month foreign language training, which laid a certain foundation for this year's star rating. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.

Second, instill in employees the awareness of "increasing revenue and reducing expenditure" and control costs.

"Open source and reduce expenditure, open source and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the hotel's call to carry out cost-saving activities and control costs. In order to save money, the front office bought plastic baskets with team keys, which reduced the use of key bags and room cards and saved hotel expenses (in the past, both teams and individuals had to fill in a room card and use a key bag, but after passing through the team room without using room cards and key bags, the expenses were greatly saved, with room cards 0. 18 yuan/piece and key bags 0./kloc. The business center uses overdue reports to print draft paper; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.

Third, strengthen employees' sales awareness and skills, and improve the occupancy rate.

According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotion activities, such as fan room, bonus card, vouchers, thousand yuan card and other promotional activities. While giving preferential policies to the hotel, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we must try our best to keep them."

Fourth, pay attention to the coordination between departments.

Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

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

According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Agree 9| Comment

Chapter four: Excellent model essay on the annual work summary of hotel front desk.

It's 65438+February, 20**, and it's time to review history and look forward to the future. Throughout the whole year of 20xx, everything is so calm, plain and ordinary, but how did we spend 20xx safely in this extremely ordinary year?

Since management is the key, let's talk about sales in 20xx. The sales task set at the beginning of the year is to sell 9 million yuan throughout the year, and the task is divided into each month. Except for the decrease in sales in March compared with the same period of last year, other months were slightly higher than the same period of last year (including internal expenses). In terms of task completion, except for one or two months, the plan was overfulfilled in most months, and the reward of excess bonus was given. So up to now, the sales plan of 9 million has already been completed, depending on the data that can be overfulfilled compared with the same period last year. It's just that the February sales of 65438 don't seem optimistic. To this end, the manager specially called us for a meeting to encourage morale. Let's make persistent efforts, stand on the last shift and strive for maximum sales.

In addition to business work, training and management work are also interspersed, and monthly regular meetings and training work are also orderly. Because this year is unremarkable, the training of public security system has also increased a lot, including not only Shanghai-style safety training, but also stricter requirements for front desk registration, as well as foreign affairs household registration training for entry and exit of Haidian Branch. Our front desk staff actively participate in every training and strive to improve their professional quality.

Of course, there are many changes in 20xx. First, the biggest change is from station service to sitting service. There are many regular customers in the hotel. Whenever they come to the store, they often say something like "Hey, the table has changed, it's good, it's more imposing." "Very good, more intuitive and more comfortable." The guests feel good. As service personnel, we sincerely thank the leaders for their care, and the more comfortable office environment also makes our colleagues work hard happily. Followed by the wall-mounted TV at the front desk, repeated Peking University scenery films, hotel introduction films, check-in guest registration requirements, warm tips for check-in guests, etc. This also allows the guests who check in and check out at the front desk to pass the time and fully feel the enthusiasm and thoughtfulness of the hotel. In addition, in response to the national policy, the hotel adjusted the salary for everyone and began to reissue it in the second half of 20xx, which made the employees feel a lot of comfort and more motivated to work hard. Also, the business center has been leased to the dealership of Capital Travel Agency and reopened. It not only restored the service items of the former business center, but also added additional tourism items to bring more thoughtful service to hotel guests.

In order to carry out the work of 20xx smoothly, the hotel has budgeted for the renovation of some rooms at the end of this year, mainly aiming at the renovation project of replacing wallpaper in the standard room on the fifth floor and the ordinary room on the third floor, adding shielding devices at the main entrance of the hotel in the lobby to increase the temperature comfort of the lobby. In addition, a small copier was added at the front desk to ensure the copying function of foreign guests' certificates and meet the basic requirements of Haidian Branch's foreign affairs household registration. These are all improvements in the hotel's hardware facilities. In terms of software, the sales department also actively communicated with large websites such as E Long and Hangxin, signed agreements, increased online booking channels, and continued training at the front desk. Receptionist and cashier study together, not only to learn the relevant knowledge of this position, but also to accurately understand the business knowledge of related positions, improve personal quality and business skills, so as to serve customers more intimately, thoughtfully and skillfully, and increase repeat customers of the hotel. It always seems to be the same story, but just like day after day, year after year, hotels are always improving the hardware facilities of rooms, and our employees are always trying to improve their ability to serve customers. Only in this way can resource-based hotels be in an invincible position in the increasingly fierce competition era, and the hotel's tomorrow will be more beautiful and brilliant.