Summary refers to the written materials that social groups, enterprises, units and individuals review, check, analyze and evaluate after a certain period, a certain project or a certain work is completed, so as to affirm achievements, gain experience, find out gaps, learn lessons and have some regular understanding. Writing a summary is conducive to improving our study and work ability. Let's write a summary for ourselves. What kind of summary should you have read? The following is a summary of the work of the lobby attendant I collected for you, for reference only. Let's have a look.

Summary of Lobby Attendant's Work 1 Looking back on this year, I have always adhered to the life creed of "Although the Tao is not enough, though the matter is small, it cannot be done", followed closely the pace of the leadership team of the branch in my work, and completed various tasks well around the work focus of the branch. With wisdom and sweat, I have embodied the spirit of dedication and selfless dedication with actions and effects. I will summarize my work in 20xx from three aspects:

First, correct thinking, face difficulties, and always maintain an efficient working state.

I always set up the idea of customer first in my work, regard the customer's affairs as my own business, worry about the customer's urgency, think about the customer's thoughts, require myself to have a strong sense of professionalism and responsibility, work hard, take the initiative, never pick and choose, avoid the heavy, treat every job wholeheartedly, complete it on time and with good quality, and always adhere to high standards, strict requirements and care for myself in my daily work. In order to accomplish all the tasks, I spare no effort in my spare time and devote all my time and opportunities to serving customers, making friends with customers, and making friends with customers. Through my unremitting efforts, I handed in a satisfactory answer sheet for myself in my 20xx years of work.

Two, combined with the actual situation, pay close attention to implementation, and strive to complete the task successfully.

In terms of working methods, I have always been diligent, that is, diligent legs, diligent hands and diligent brains, in order to win the support of customers for our business. I can be a serious and responsible person in practical work. When I was visiting relatives and friends, I accidentally learned from my sixth uncle that there would be a plot of land in our neighboring village recently. Afterwards, I visited customers many times through my uncle's introduction to publicize our service advantages and product advantages, and finally persuaded customers to plan to deposit _ _ _ _ _ _ _ _ _ _ _ _. I know this is not the final success. When customers get the transfer check, I will take the initiative to help them collect the villagers' ID numbers.

In the process of serving customers, I put my heart and soul into my work, making the simple and boring service work colorful and truly embodying the concept of customer first. In the process of dealing with customers, we should truly treat each other with sincerity, regard the interests of customers as our own interests, understand the trends of customers, know their thoughts and wishes, and recommend our various financial products to every customer.

Third, study hard, keep forging ahead, and comprehensively improve their professional quality.

As a receptionist, sometimes the service is not patient enough and needs to master a lot of knowledge. In the future work, I will consciously strengthen my study, learn from theory, learn from professional knowledge and learn from my colleagues around me, further improve my theoretical level and business ability, especially my business knowledge of financial management, and comprehensively improve my comprehensive business knowledge. Overcome youth and impatience, be down-to-earth, improve the initiative of work, be not afraid of doing more things or doing small things, improve and improve yourself in bit by bit practice, and never be complacent and arrogant because of a little achievement, but keep a clear head, keep pace with the times and create greater glory. At the same time, constantly improve political accomplishment, strengthen the sense of purpose of serving customers, and strive to become a more qualified banker.

There is a career that needs youth and ideals to pursue, and there is a pursuit that requires hard work and hard work. I hope that my financial career will always be young, magnificent and prosperous.

Summary of the work of lobby attendants II. Combined with my work in the lobby for more than a year, I will report to the bank leaders at the end of this year. The summary report of this work can make leaders better understand our performance in ideological and political work, so as to point out the problems in our work in time, correct them in time and make continuous progress; The following is my work in 20xx, and the summary report is as follows:

First, the main work of the year

This year, I worked as the lobby manager in _ _ _ Sub-branch. With the marketization of commercial banks, services are paid more and more attention. Lobby work is the beginning of customers' contact with our quality service and the first impression of our bank, so our bank is also very strict with us. The lobby manager is the link between customers, high cabinet tellers and account managers. We are not only employees, but also spokesmen for customers. When customers are confused, we point out the direction for them; We help customers when they are in trouble; When customers don't understand, we patiently explain; We should win every customer with perfect service at any time and place, worry about what customers are anxious and think about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home.

Our branch is located in the residential area, which is also a famous nightlife eating area. Because of these, it has brought a series of problems to our bank. Usually, most of the customers who come to handle business every day are elderly customers, and sometimes there are large-scale wholesale and retail businesses, which increases the pressure on the counter; In order to solve these problems, we have prepared several plans to carry out at the same time. In view of the problem of many elderly customers and passbook business, we usually arrange the staff in the lobby to take customers to the self-service equipment in time to help them audit their accounts, and customers with cards go to the self-service equipment to handle them, so as to divert customers and reduce the pressure on the counter. Whenever the passenger flow is large, I will ask loudly: "_ _ customers please go to the counter to handle business", so as to divert customers' tasks, avoid some customers leaving blank numbers to occupy time, and maintain a good working order in the business hall.

Because only good business orders can successfully find our target customers, market our wealth management products and introduce them to our account managers, and realize the integration of service and marketing. On the issue of changing business, we announced the implementation of counters, that is, counters are specially handled at special times, which greatly reduced the pressure on the lobby; Our bank has been here for many years, and the equipment often breaks down, and customers often make comments. In order to solve this problem, we regularly check and maintain the machine every day, find it early and deal with it early, and minimize the inconvenience caused by outdated equipment.

Second, the specific work situation

In 20xx, I mainly carried out the following work around my job responsibilities:

1. Diversion guides customers. According to customers' needs, guide customers to handle business in relevant business fields, recommend customers to use self-service equipment to handle business, guide customers to understand and use various electronic tools and electronic service channels, encourage customers to gradually use electronic banking service channels as the main channel for daily non-cash transactions, save customers the time of waiting in the bank and filling out forms, and make it more convenient to handle business without leaving home.

2. Provide customers with basic consulting services and solve the business problems they encounter. And actively recommend all kinds of new high-return wealth management products and special preferential services of the branch in the new stage according to customer needs.

3. Identify quality customers. According to the principle of graded service, give them special attention and priority service, and recommend potential high-quality customers to account managers according to the situation of customers and idle funds.

4. Observe the service standard of the lobby manager. Deal with customers' opinions, criticisms and misunderstandings in a timely, patient and efficient manner to ensure timely, high-quality and efficient service of outlets and improve customer satisfaction.

Third, the problems existing in the work

In the past year, I learned a lot of experience in communicating with customers and some marketing skills in the position of lobby manager, but there are also many shortcomings. In the third quarter of this year, the bank ranked third from the bottom, and all branches and sub-branches were blacked out. After that, we learned from a painful experience and analyzed the reasons for losing points, mainly the external environment and some details. In view of these problems, we actively trained in peacetime, and through our efforts, we finally got a notice of praise from the branch code of conduct team in the fourth quarter. I believe that only a down-to-earth and obscure work can bear fruitful results. Next year, our bank is facing the task of relocation. It is suggested that branches also keep the self-service equipment service area in this position to avoid customer loss.

In the new year, I will work hard to learn service skills and professional knowledge, improve my business level, and provide better and better services to customers with a new look.

Lobby Attendant Work Summary 3 During this period, I worked as a receptionist in _ _ company. In these 20xx years, I have met all kinds of people, increased my knowledge and broadened my horizons. At the same time, I understand how important service is in my work. Conscientiously do their job, master the work business, and improve in many aspects.

In these 20xx years, my work is summarized as follows:

First, the improvement of business level.

The service work at the front desk is a very hard work. Through the training and guidance of leaders and colleagues, my professional level has been greatly improved. The lobby is a place where guests have a good impression on the clubhouse, so it is one of my jobs to keep the lobby environment clean and orderly. At the same time, keeping the coffee area, multi-functional area, tea area and other business areas clean, tidy and comfortable is also a top priority. In addition, after ordering, guests will quickly place an order for the bar. Give a detailed introduction to the guests who are interested in the goods in the hall. If guests want to buy, cooperate with the front desk to let them check out in time. Only by knowing tea culture can we make good tea for our guests, let them taste the essence of tea, and let them enjoy tea comfortably.

Second, strive to improve service quality.

The quality of service is directly proportional to the development of the guild hall. The service of the clubhouse is closely related to the service of the front office. In order to improve the service quality of the clubhouse, the leaders of the clubhouse conducted a comprehensive supervision and inspection on the service quality of the clubhouse, and formulated the sanitary inspection standards in combination with their own reality, introduced new service concepts to employees, and formulated the service language standards. My service awareness has improved rapidly, and my service level has been gradually strengthened and consolidated. According to these standards, the front office service finds problems in time, serves the guests well in time and gives them a feeling of being at home. The members and guests of the club also gave excellent comments on the service work of the club.

Improving the service quality is also to improve the influence and popularity of the club. All my colleagues and I study hard, delve into business, standardize services, improve the service quality of the club, and fully meet all the consumption requirements of members and guests.

Third, the work prospect for next year

20xx is a new year. I will work hard with my colleagues in the clubhouse to improve the sales performance of clubhouse products with a positive attitude.

Establish a strong sense of service and do a good job of service wholeheartedly; Strengthen communication with guests, and understand their needs and satisfaction through communication. An excellent waiter should not only master basic service knowledge, but also be good at observing words and feelings, and understand the needs and consumption psychology of guests and members. In a word, just being an excellent waiter is not enough. The goal of our receptionist is to be an excellent waiter.

Summary of the work of the waiter in the lobby 4 In an instant, 20__ years have passed and a new year has begun. As the receptionist of _ _ _, I would like to summarize my work and experience as follows. I hope you can give me guidance and advice. I have worked in _ _ for _ years, and I have learned a lot in my work, and I have also learned to use my own mind to expand my language deficiency. There is also understanding that as a waiter, if you want to improve your sales ability, you have to work harder than others. The following is what I learned from my work.

First, worry about what the guests are in a hurry and think about what the guests think.

The front desk staff will come into contact with different types of guests every day. We should provide different services for different types of guests, and the service tenet is "treating guests as God". Service principle "making guests convenient is the highest principle of service, and the needs of guests are the highest command of service. Never say no". "For the old customers of _ _, we provide courteous and considerate service. First of all, we must understand the habits of our guests. For example, when do guests usually check out? We can sort out the accounts in advance and settle the accounts directly when the guests arrive. This will not only save time for the guests, but also make them feel that we are highly valued in _ _. I believe that next time guests come to Jinan, we will still choose our name.

Second, smile at customers.

When guests enter _ _, they will feel cordial and feel at home when they see our warm smiling faces. Even if we encounter some unpleasant things in the checkout service, if we still greet each other with a smile, I believe that no matter how unreasonable the guests are, there is no reason to lose their temper. The so-called "meet with a smile and forget the enmity"! .

Third, don't make uncertain promises to the guests.

When the needs of the guests need the assistance of other departments or individuals, they should consult clearly before making a decision, because the guests want accurate answers. But in any case, this doesn't mean that you don't have to try your best to solve the problem for the guests. The key is to let the guest know that his problem can't be solved by you alone, and you are really trying your best to help him. Many guests asked the front desk to issue more invoices, but we refused, and suggested that guests can spend money in other business locations, which can be included in the room rate project, so as to obtain _ _ to meet the needs of guests, but we must not violate the principle in order to echo the guests.

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 store, so they usually complain to us about the various services of _ _ at the checkout, and these problems are not caused by the cashier. At this time, the most taboo is to shirk or blame the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Not only can't make up for the mistake, but make the guests doubt the overall management, thus deepening the distrust of the 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.

Five, continuous learning, and constantly improve their moral cultivation, and constantly improve their service skills.

"Although the sword is good, it is not constantly sharpened" and "after diligent study, you don't know enough". 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!

Summary of the work of the lobby attendant. According to the relevant spirit of the Bank of Communications Staff Appraisal Regulations formulated by the head office, and combining my own lobby work for more than one year, I will make a work report to the bank leaders at the end of this year. The summary report of this work can make leaders better understand our performance in ideological and political work, so as to point out the problems in our work in time, correct them in time and make continuous progress; The following is my work in 20xx, and the report is as follows:

First, the main work of the year

This year, I worked as the lobby manager in _ _ _ Sub-branch. With the marketization of commercial banks, services are paid more and more attention. Lobby work is the beginning of customers' contact with our quality service and the first impression of our bank, so our bank is also very strict with us. The lobby manager is the link between customers, tellers, account managers and ward managers. We are not only employees, but also spokesmen for customers. When customers are confused, we point out the direction for them; We help customers when they are in trouble; When customers don't understand, we patiently explain; We should win every customer with perfect service at any time and place, worry about what customers are anxious and think about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home. Our _ _ sub-branch is located in the residential area, which is also a famous nightlife dining area. Because of this, it has brought a series of problems to our bank. Usually, most of the customers who come to handle business every day are elderly customers, and sometimes there are large-scale wholesale and retail businesses, which increases the pressure on the counter; In order to solve these problems, we have prepared several plans to carry out at the same time. In view of the problem of many elderly customers and passbook business, we usually arrange the staff in the lobby to take customers to the self-service equipment in time to help them audit their accounts, and customers with cards go to the self-service equipment to handle them, so as to divert customers and reduce the pressure on the counter. Whenever there is a large passenger flow, I will ask loudly: "_ _ customers please go to the counter to handle business", so as to divert customers' tasks, avoid some customers leaving blank numbers in the middle to occupy time, and maintain a good working order in the business hall. Because only good business orders can successfully find our target customers, market our wealth management products and introduce them to our account managers, and realize the integration of service and marketing. On the issue of changing business, we announced the implementation of counters, that is, counters are specially handled at special times, which greatly reduced the pressure on the lobby; Our bank has been here for many years, and the equipment often breaks down, and customers often make comments. In order to solve this problem, we regularly check and maintain the machine every day, find it early and deal with it early, and minimize the inconvenience caused by outdated equipment.

As a lobby manager, you should not only be familiar with your own business and products, but also go out and know yourself in order to win every battle. There are many similar situations among our customers. I remember one day this year 1 month, the whole business hall was crowded with people, and people came to consult wealth management products, change terms and get paid in an endless stream. I'm busy too. At this time, the security master brought a customer who consulted financial products. I simply introduced him to the _ _ series of new shares, but the customers were not interested, saying that the wealth management products of _ _ bank were good, so we transferred the money to _ _ bank and went to the queue. At that time, I was surrounded by several customers and didn't have time to continue chatting with these two customers, but I kept thinking, "What products does the bank have to attract them?" I quickly finished my business and walked up to the two customers just now and said, "Can you introduce me to the products of _ _ Bank?" They gave me an insurance leaflet. As soon as I saw it, I quickly explained, "In fact, we also have this product you want to buy, and _ _ insurance is separated from our bank. Our bank has a close relationship with _ _ insurance company and has cooperated with it for many years. Besides, we also have products from other insurance companies, such as _ _, _ _, etc. I can compare it for you and give you more choices. " Then I introduce the product to the customer. Finally, through our efforts, customers chose _ _ insurance company. This incident also reminded me that only by deeply understanding the situation of this industry and competitors can we do a better job in marketing. When recommending products to customers, we must pay attention to preventing risks, ask customers whether they are going to make long-term or short-term investments, and then introduce the corresponding products according to customers' conditions to prevent sales problems.

As lobby service personnel, in addition to being familiar with the financial products and business knowledge of banks, they should also strengthen their professional ethics and love their jobs. In the work, consciously safeguard the interests of the country, Bank of Communications and customers, and abide by social ethics and professional ethics. Usually at work, the words and deeds of the lobby manager are usually paid attention to by customers at the first time, so it is required that their comprehensive quality must be quite high. We should also be enthusiastic, generous, active and standardized in service etiquette. But also resourceful, able to deal with some emergencies in time, but also have some emergency life-saving knowledge. Just this summer, a 70-year-old retired court veteran came to our bank to get his salary. He didn't sit for a few minutes when he suddenly stood up and fell down. Scared our president and customers, the security master and I rushed over. We saw that the old man was very weak. The old man told him to lie down for a while, and neither I nor the security master dared to move casually. The president immediately dialed 120, but before 120 arrived, the customer's situation was slightly better. We quickly helped him sit up and informed his family in time to avoid an accident.

As a lobby attendant, you should also have good coordination skills. However, since our branch has no account manager and lobby receptionist, we usually need to pay attention to how to mobilize the work of the three parties and the security master and give full play to their roles. At ordinary times, attention should be paid to coordinating tellers and lobby staff to improve cohesion and bring team spirit into play. As for those stationed personnel, first of all, don't treat them as outsiders, but as our own, try to recommend some good customers to them, respect and care for them at ordinary times, and create a good working platform for them to achieve a win-win situation.

High-quality service can not only stay in the "three-tone service" code of conduct for environmental beauty, but also be a proactive consciousness, a responsible attitude and a good working mentality. It is more necessary for tellers to ask, forming an overall interaction and tacit cooperation. Only good order, good process and good overall can be achieved. In order to better improve their service level and business level, I participated in the insurance qualifications examination, the qualification examination for fund practice and many times of study and drills on service standards organized by the branch this year, and passed smoothly. In the future work, I will continue to improve the quality of work and service art, and better provide quality services to customers.

Second, the problems existing in the work

In the past year, I learned a lot of experience in communicating with customers and some marketing skills in the position of lobby manager, but there are also many shortcomings. In the third quarter of this year, the bank ranked third from the bottom, and all branches and sub-branches were blacked out. After that, we learned from a painful experience and analyzed the reasons for losing points, mainly the external environment and some details. In view of these problems, we actively trained in peacetime, and through our efforts, we finally got a notice of praise from the branch code of conduct team in the fourth quarter. I believe that only by hard work and obscurity can we bear rich fruits. Next year, our bank is facing the task of relocation. It is suggested that branches also keep the self-service equipment service area in this position to avoid customer loss.

In the new year, I will work hard to learn service skills and professional knowledge, improve my business level, and provide better and better services to customers with a new look.

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