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Summary of hotel front desk work in the first half of 2022 1
All aspects of hotel work, daily chores, do a good job in the hotel needs patience and care, insist on doing your own job and complete the task perfectly.
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, basic 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! Summary of hotel reception work for half a year
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, you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!
Fifth, focus on the overall situation, regardless of personal gains and losses.
Whether during working hours or during vacation, if the hotel has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of Yibang, I will contribute my strength to the hotel. Usually actively participate in the activities organized by the hotel, strengthen the feelings between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel. In order to work better in the future, we will continue to lay the foundation. Summary of hotel reception work for half a year
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!
Summary and Selection of Hotel Front Desk Work in the First Half of 2022 II
In the first half of 20_ year, under the guidance of group leaders and with the support and help of our wine leaders and colleagues, I was able to be on duty and manage part of the hotel, and I never took the initiative to speak, so I can communicate freely now. Thank you very much for helping my leaders and colleagues. The work in the first half of this year is summarized as follows:
I. Completion of Main Work
Because the front desk management is still in the learning stage, all aspects of management are not in place, and the front desk team has not set an example.
Second, the second half of the work plan
According to the group system, strict management, clear rewards and punishments, and supervision in place, the scheme of forming a right and wrong team is as follows:
1, improve your understanding.
Hotel is a service job, and the front desk management is particularly important. Only by constantly improving our understanding of the importance of front desk management services from our own thoughts can we manage the front desk well. Only by focusing on one's own work, paying attention to every service link and improving one's understanding can we ensure the management of the front desk.
2. Work hard
Only by treating the work diligently and solidly, doing management seriously and constantly learning all aspects of knowledge can we have a good start.
3. Front desk training
Politeness and etiquette at the front desk, how to keep smiling, how to greet guests, service etiquette, detailed training twice a month, maintaining the image of the hotel and improving self-cultivation
4. English training at the front desk
In the second half of the year, we plan to train simple English receptionists, provide guests with higher quality services and upgrade the hotel.
5, focus on the overall situation, regardless of personal gains and losses.
Whether during working hours or during vacation, if the hotel assigns temporary tasks, I will obey the arrangement and actively cooperate without looking for any reason to shirk. As a member of the company, I will contribute to the hotel, actively participate in the activities organized by the company, and strengthen communication between colleagues and departments. Learn more about our hotel management, lead the front desk team to do a good job in service sales and create more benefits for the hotel company.
Summary: In the past six months, I have done badly in many aspects, and there are many shortcomings in my work. I hope the leaders will give me more advice and help me grow up quickly. I will study hard when I lead and teach. Do everything well, thank the department leaders for their teaching and the company for giving me the opportunity. In my future work, I will study hard and do my best for the development of hotel companies.
Summary and selection of hotel front desk work in the first half of 2022 3
The first half of 2000 is coming, and we are confident to welcome the second half of 2000. Over the past six months, the three themes of "safety, management and service" have been promoted, and the hotel's revenue and profit targets have been successfully achieved. On this occasion, it is necessary to review and summarize the work, achievements, experience and shortcomings in the past six months, and strive to make progress.
First, introduce brand management and do a good job in guest room work.
By introducing brand management, the hotel strengthens the training of employees' basic code of conduct "gfd, smile and greet", strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of reception departments and posts, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an unannounced visit to the annual evaluation of star-rated hotels, and our store only deducted 2 points, and got high marks for its excellent service, ranking among the best hotels in the region. In addition, in the reception service of large-scale events, our sales, front office, guest room, property, restaurant and other departments or positions all received letters of commendation from the event organizing Committee, all praising: "The warm and thoughtful service of hotel staff provided us with the necessary logistics support in our daily life, which enabled us to successfully complete this event."
Second, on the premise of quality, do a good job in guest rooms.
1, team morning meeting. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has established a long-term package and a morning meeting system for individual teams according to the requirements of the hotel, arranged the work of the day, standardized the gfd of each employee, made all employees think alike, and ensured that all the work can be put in place. Summing up last week's work at the team weekly meeting, arranging and writing next week's work, and incorporating it into the contents of relevant hotel documents, fully embodies the "strict, detailed and practical" work style.
2. Security check. In addition to setting up full-time personnel in charge of safety in the department, safety knowledge training has been developed into a system that runs through the whole year, reflecting different levels and contents. From the hotel's corresponding preventive measures and emergency treatment methods to the inspection requirements of various electrical appliances. , from the beginning. Clear the person in charge of safety in each area, paste it on the wall in the form of words, and emphasize the working principles of "whoever is in charge is responsible" and "joint management". Carefully observe and inspect hotel guests, visitors and passers-by to ensure that there are no omissions. Throughout the year, * * * found rooms that did not match the guests, and _ people did not match.
3. Departmental training. While organizing training, the hotel plans to conduct monthly training on the "20-character" principle and job business content for its employees. For example, the front desk of the sales department should do a good job in training each position, so that "there is a theme every day and training every day". Train and assess the front office staff in stages and contents. Receptionist and cashier at the front desk use their spare time for training after work every morning; Supervisors and foremen are trained once every two weeks, and all front desk employees are trained once a month. The training content includes business knowledge, reception of foreign guests, sales promotion skills, case analysis, emergency problem handling, etc. Through training, the overall quality, English level, business level and customer satisfaction of employees have been improved. Over the past year, various departments have organized training groups by themselves, with about 2,000 participants. The two-level training combined with hotels and departments has improved the overall ideological quality, service attitude and business reception ability of employees.
Summary and selection of hotel front desk work in the first half of 2022 4
Singing and laughing all the way, all the way through hardships, looking back on the half year I came to the hotel, freshness and joy coexisted, and emotion and gratitude coexisted. Although the half year was short, it was fruitful for me. Every day, every experience and everyone I come into contact with here is as valuable as studying at the school gate for more than ten years, so thank you for your meticulous leadership.
I. Work aspects
These days, I learned about the hotel's policy, layout construction, division of departments, work distribution, personnel positioning and other natural conditions. The general department is an office function and an important department to contact leaders and employees. I am honored to be a member of this small group. Although it is trivial to collect meal tickets every day, it can reflect the rigorous and advanced management of our hotel. Quality inspection is an indispensable and important guarantee department for any enterprise. As a service industry, quality inspection is the top priority. Both the sanitary condition of guest rooms and the gfd of catering staff will affect the business development of our hotel. I only knew from the beginning that I now have a pair of eyes that see everything, which is a kind of progress and a great gain for me.
Blackboard newspaper is the window of our hotel's internal publicity. By publishing newspapers, I not only improved my writing level, but also enhanced my language expression ability. During the evaluation, I compiled two evaluation materials with your help. I deeply felt the lack of my language listing skills and logical thinking. Serving in the front line is the most rewarding place. Although hard and nervous, I learned the knowledge of tidying the room, opening the bed at night and how to put it in order to be beautiful. It is the most important thing for our graduates to know the preferences of experts and give timely feedback so as to provide better services. I have been ready for a long time, but the floor attendant is really busy. I was very moved to see them forget to eat and sleep and work overtime. Although I am a student, I am also a hotel employee, so I didn't attend the job fair. I'm not saying how great I am. But I was moved by such a United, dedicated and pragmatic group. Dedication is selfless, so warmth and passion are fiery, so they shine. This is the wealth and growth capital of the enterprise!
Second, learning experience.
International hotels, as operating places under public institutions, have their unique advantages, and they have become the best in the same industry in terms of management system and development scale. The overall quality of employees has also been affected in the specific atmosphere of the university. Leaders can be far-sighted, consider the interests of employees while exploring external markets, and have the concept of knowing the overall situation and taking care of the overall situation. Although this is a new enterprise, it is also a dynamic and creative enterprise. Every day,
However, the development of things has two sides. As a new enterprise, under the impact of the wave of market competition, it will show its own weaknesses and contradictions. As long as we find a solution to the problem, we can go up a storey still higher. Competition is also the biggest driving force for enterprise development. The key is to master the skills of avoiding competition, enhance the sense of innovation, dare to break the traditional concept, management concept and management innovation, and gradually move closer from market-oriented to people-oriented management mechanism to shape a brand enterprise with unique characteristics.
How much enthusiasm, how much complacency, how much youth and frivolity, how much laughter and laughter have all ended in yesterday's diary, but next year will start from today, and new goals and challenges will be improved. In the new year, we should continue to work hard, report hard, study hard and sum up hard. Finally, I wish our hotel galloping in the clear sky and all managers.
Summary and selection of hotel front desk work in the first half of 2022 5
In 20__ years, with the support and help of company leaders and colleagues, I completed my work well according to the requirements of the company. Through study and work, there has been a new breakthrough in working methods and great changes have taken place in working methods. The work of this year is summarized as follows:
First, standardize the terms of service and improve the quality of customer service.
In order to reflect the professional quality of hotel employees, the manager and minister have trained new and old employees for many times in view of the nonstandard and inconsistent service terms of various positions in the housekeeping department. Trained, such as room making process, standardized terms of service, customer service, etc.
Second, insist on changing bedding one by one, and change towels at any time according to guests' requirements.
Strictly implement the "three-level rounds system". The hotel's main income comes from guest rooms, and it is engaged in guest room work. The first thing to do is how to make the guest room sell a qualified product, including room hygiene, facilities and articles. In order to effectively improve the qualified rate of room quality, our department strictly implements the "three-level ward round system", that is, employee self-inspection, foreman survey and supervisor spot check to ensure that omissions are minimized.
Third, advocate solutions and reduce expenses.
Housekeeping is the most expensive department in the hotel. In line with the concept that saving is to create profits, our department calls on all employees to start from themselves, from scratch, and put an end to all waste. Strengthen employees' awareness of energy conservation, mainly in:
1. Disposable low-value consumables recovered for customers, such as toothpaste, can be used as cleaning agents.
2. Unplug the power card after checking out.
Turn off the light and air conditioner when cleaning the room.
4. The timing switch turns on and off the lights at the entrance of the elevator.
This daily implementation has saved a lot of electricity for the hotel.
Fourth, strengthen equipment maintenance, focusing on cleanliness.
Whether the guest room facilities can reach the specified service life is the key to directly affect the hotel's efficiency and long-term development. Therefore, in the maintenance of facilities and equipment, the housekeeping department strictly implements the maintenance regulations of facilities and equipment, regularly turns mattresses, waxes furniture, and regularly maintains them, correctly operates and uses the electrical appliances and facilities in the room, and prolongs their service life. In particular, the housekeeping department attaches great importance to carpet maintenance, requiring employees to do some cleaning in time as long as they find some stains on the carpet in their usual work, which can not only reduce the washing times of the carpet, but also maintain the overall hygiene of the carpet.
Five, cultivate technical experts, improve the practical level of computer room personnel.
In order to do a good job in room hygiene and service. The Housekeeping Department won the first and second place in the 4th Skills Competition held by the Head Office in the first half of this year. Since the second half of the year, the company's housekeeping department has used the off-season to conduct technical training activities for employees on all floors. From the perspective of employees' skills in cleaning rooms, making beds and setting tables, it is found that employees' operations are very irregular and unscientific. In view of the existing problems, the company leaders held a special meeting to analyze the existing problems, retrain employees and correct bad operating habits. And successfully held this year's first skills competition. Li Dan of our class won the second place. The company passed this series of trainings and competitions this year. The overall quality and work skills of employees have achieved certain results. The sanitary quality of the room has improved.
In the second half of the year, I will assist the leaders and ministers in the daily work of the housekeeping department. Reasonable arrangement of floor attendant's duty and shift change. Do a good job in reception and arrangement, deal with the problems found in the work in time, and report to the leaders in time if there are any problems. Strengthen the inspection and maintenance of facilities and equipment, strictly control the daily sanitary quality of guest rooms, reasonably arrange planned sanitation, and do a good job in floor safety, fire prevention and sanitation. Lead by example, supervise and inspect the floor service personnel to do a good job in service. Do a good job in ideological work while doing a good job in service, so as to achieve unity, friendship, mutual assistance and progress. Earnestly perform their duties and accomplish other tasks assigned by their superiors. Try to do your job well.
In the following days, I will work hard, try to correct my shortcomings, carry forward my advantages, strive for greater achievements and create higher value for the hotel.
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