6 sample essays on hotel front desk work summary

A summary is a written material that is used to review, inspect and analyze the study or work situation at a certain stage afterwards. Through it, it can be comprehensive and Systematically understand past study and work situations, so it is very necessary to write a summary. How to write a summary so that it is not cookie-cutter? The following is a sample summary of hotel front desk work that I carefully compiled. Welcome to read and collect it.

Hotel front desk work summary sample 1

The past 20xx has been a fulfilling, busy and happy year. On the occasion of the New Year, looking back on the journey, in the almost 5 months since I came to our x hotel, as a newly hired employee, with the care and help of our front office department leaders and colleagues, I have grown from I didn't know anything about the receptionist work in the hotel, but I am now able to work independently. From being afraid to speak to being able to communicate with customers freely! I would like to sincerely thank the department leaders and colleagues who helped me, thank you! Now I will make a summary of the work in the previous five months.

The front desk is the starting point for displaying the hotel's image and services. For guests, the front desk is the first step for them to contact our hotel. It is the first impression of the hotel and the facade of the hotel, which is very important. Therefore, the front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests starts from welcoming guests at the front desk. A good start is half the success. With an understanding of its importance, we must do our job seriously. Therefore, I have been strictly following the hotel's regulations in the past 5 months. To sum up, it can be summarized in the following five aspects:

First, like all other service industries, politeness and etiquette: how to keep smiling, how to greet guests, how to provide services to guests, and in the service The language to be used when dealing with customers, 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 wear light makeup, work clothes, and treat guests with a good spirit, so as to maintain the image of the hotel and let guests understand and see the spirit of our Yibang. Thus leaving a deep and good impression! Moreover, it is also conducive to the improvement of our own image and cultivation. Thus, it affects our future life.

Three, front desk business knowledge training. Mainly the daily work process, the daily work at the front desk is very cumbersome, including guest check-in and check-out, phone transfer, inquiry, information provision, luggage storage, and airport pick-up and drop-off information inquiry and verification. Inspection and verification of orders, room arrangement, handover work during shift handover, etc. Therefore, we must maintain a serious, meticulous work style and sense of responsibility at all times! So as not to bring a lot of inconvenience to guests and our colleagues!

Fourth, front desk English, some front desk English skills are very important to us Basic requirements for every front desk receptionist so that they can serve guests from foreign countries well. Regarding the reception in English, I thought it would not be a problem for an English major like me. However, when I received foreign guests later, many problems came up. For me, I have not been exposed to English for more than a year, and then I understood that I Many of the words are unfamiliar, and the names of many facilities and equipment in the hotel have never been exposed before. Fortunately, our hotel organized English training for receptionists, which enabled me to review and consolidate the vocabulary I had learned before. I also learned a lot of words that I had never been exposed to before, such as the names of many facilities and equipment. Through this kind of training, we understand that we should never forget to study at any time and constantly recharge ourselves! Only through continuous learning can we make better progress and continuously enhance our abilities in all aspects!

Fifth, focus on the overall situation and do not care about personal gains and losses. Whether it is working time or vacation time, if the hotel has temporary task assignments, I will obey the arrangement and actively cooperate without looking for reasons to shirk. As a member of Yibang, I will dedicate myself to the hotel. I actively participate in activities organized by the hotel to strengthen the relationship between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel. Continuously lay the foundation for better work in the future.

In the past five months, I have had many shortcomings, such as lack of communication with leaders and colleagues, and also some shortcomings at work. My colleagues suggested to me that I would be nervous when there are many guests. , on the occasion of the new year, I will definitely overcome this mentality in my future work. I am also very grateful to my colleagues who gave me advice! Because of you, I realized my shortcomings and had the opportunity to correct them. It also helps me a lot! Although the work at the front desk is sometimes relatively trivial, everything big and small needs to be done seriously. So I will do everything with my heart. Thanks to the department leaders for their teachings and the opportunity given to me by the company. I will strengthen my study and work hard in the days to come! Hotel front desk work summary 2

According to the arrangement of the teaching plan, from the summer vacation to the end of the year, I Was arranged to work as an intern at the front desk of Dingshan Garden Hotel in Nanjing.

When I first arrived at the hotel, I was very happy and felt fresh and curious about everything. But when I officially started working, I realized that this job is very hard. However, there is no denying that a lot can be learned.

Dingshan Garden Hotel Nanjing is located on Dingshan Mountain. It is an elegant hotel in the historical ancient city of Nanjing. It is in the central business district of Nanjing, the ancient capital of the Six Dynasties, surrounded by green trees and beautiful natural environment. The magnificent internal atmosphere creates a luxury hotel and serviced apartment that combines business and vacation. In addition to enjoying the natural beauty, the transportation is also convenient, and it is extremely convenient to travel to bustling commercial centers, shopping and leisure venues.

As the original Nanjing Shangri-La Hotel, Dingshan Garden Hotel is a modern comprehensive business and tourism center integrating hotels, apartments and clubs. It has various types of guest rooms and is famous for its authentic Huaiyang cuisine and diversified entertainment facilities. It also has sufficient business customers because it is close to Nanjing Airport and Railway Station, central business district and other passenger gathering places. 80% of the guests of Dingshan Garden Hotel are business guests from well-known enterprises or business groups in major cities in China and abroad. A large part of them have chosen Dingshan Hotel as their hotel for a long time and have signed a long-term cooperation agreement with the hotel. Among them, There are also many foreign guests from Japan, South Korea, the United States, Hong Kong, Macao and Taiwan. The accommodation of these business guests has become an important profit point for Dingshan Hotel.

As the face of the hotel, the front desk is the first department to have an impact on guests and provide services. A hotel's efficiency and profit creation basically start from here. Therefore, generally speaking, hotels have higher requirements for front desk staff, and they usually have higher requirements for job seekers in terms of English proficiency and communication skills. The front desk work of Dingshan Garden Hotel is mainly divided into reception and room sales, reservations, check-in, check-out and fee settlement, guest Q&A and service request processing, etc. Since the hotel front desk involves a lot of knowledge, according to hotel practice, new employees are usually trained for two to three months, and then try to let them start working independently.

The training is conducted by senior front desk staff. After I arrived in Dingshan, the manager arranged for the front desk supervisor to take me with me to receive two months of training, and then try to let me work independently. During the training, you must gradually learn hotel product knowledge, how to help guests book rooms, check-in, settle fees, know how to identify and register various identity documents, and be familiar with the exchange between currencies of various countries and RMB. The training generally lasts for two months, but it varies from person to person and can be slightly longer or shorter. During the training period, only morning and evening shifts are required. The morning shift is from 7 am to 3 pm, and the evening shift is from 3 pm to 11 pm. After basic training knowledge is mastered, the night shift starts, and the night shift is from 11 pm to 7 pm the next day. The daily task of the training is to follow the master to operate at the front desk. When encountering new situations, the master will explain it and the operation process. When he is busy, he will help out and learn from the side how to communicate with unfamiliar guests and how to stand from the guest's perspective. Book rooms for them, how to quote room prices, how to answer calls from guests, etc., and set aside a certain amount of time every day to learn new things from the master, and then take the time to memorize them. In terms of aspects, we learned the skills at the front desk, but looking at the overall situation, the front desk also developed our ability to communicate with guests.

Since the system used in the hotel is the system from the Shangri-La period, the English version is fedilo6.0, so system operation is also one of the things we need to learn. This system has a more suitable room status display and processing system, and is faster to use. However, the registration procedure at the front desk stipulates that paper registration must be done first and then entered into the system. Since the front desk staff uses pen and paper to record records for a long time, I personally feel that it wastes the time of the front desk staff and guests, makes the procedures cumbersome, and is not conducive to better customer service.

Internship is a good platform that allows us to have a new understanding and familiarity with society. Only by experiencing it in reality can we understand that this society is so complicated and far less beautiful than we imagined. . During my internship in the hotel, there was a time when I found that my thoughts and opinions were so naive, but then I slowly let go. In college, we are just a piece of blank paper. Only through internship can we appreciate society and life. In this humble position at the front desk, I can feel the human relations and principles in society. I am accumulating social experience and learning how to deal with the world bit by bit. Tao, understanding the complexity of interpersonal relationships is the most valuable part of the entire internship process. Throughout the internship process, I not only saw the good side of myself, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to things that I had never paid attention to. Hotel front desk work summary sample 3

Time is always fleeting. I have gained a lot and felt a lot during the year I worked in the company. Since I took office, I have worked hard to adapt to the working environment and the new job position of the front desk. , earnestly performed their job responsibilities and worked hard to complete various tasks. The study and work situation over the past year is summarized as follows:

1. Work content

During this year, I used methods such as watching, asking, and learning to gain a preliminary understanding of Specific business knowledge for company front desk clerks.

First, let me summarize all my specific work contents:

1. Responsible for answering and transferring calls at the front desk, doing a good job in incoming consultations, carefully recording important matters and communicating them to relevant personnel without omissions or delays; < /p>

2. Responsible for the reception, basic consultation and introduction of visiting customers, strictly implement the company’s reception service standards, and maintain good etiquette and courtesy;

3. Responsible for the sanitation and cleanliness of the company’s front lobby Place tables and chairs and keep them neat and clean;

4. Send documents to leaders at all levels, sign and receive documents, send and receive newspapers and periodicals;

5. Print and copy office documents, send and receive faxes, Make office forms, etc.; 6. Contact the company's project department personnel, send and receive internal company documents;

7. Other tasks arranged by the leader for delivery.

2. Work harvest and experience

(1) Learn in practice and strive to adapt to the work. This is my first job after graduation. As a newcomer, when I first joined the company, I was very unfamiliar with the company's operating model and work processes. Thanks to the patient guidance and help of my leaders and colleagues, I was able to learn in a short period of time. During this time, I became familiar with the work content of the front desk and the functions of various departments of the company. It also allowed me to quickly complete the transition from student to staff.

It is said that the front desk is the window for the company’s external image. In just three months, I have gained a new understanding and understanding of this sentence. When receiving guests from the company, I must greet them with courtesy, answer and transfer phone calls in a kind manner, handle daily affairs in the office building carefully, and treat my colleagues with humility and sincerity...Everything makes me learn at work, and I am learning. progress and benefit a lot.

(2) Learn the company’s corporate culture and improve yourself. Only when I joined the Sino-Great Wall Group did I truly understand the connotation of the ten words "diligence, professionalism, confidence, vitality and innovation". I felt this culture from the dedication of leaders and colleagues. In such a good working atmosphere , I will also use these ten words as a guideline to ask myself to devote myself to work with a positive and optimistic work attitude, do my job well, discover deficiencies in the work in a timely manner, communicate with the department in a timely manner, and listen carefully Listen to the opinions of leaders and colleagues, strive to do a good job, and be a qualified and competent employee. This has always been the goal and direction of future work efforts.

(3) Expand your knowledge and constantly improve yourself. Three months of work has also given me a sense of crisis. During my work, I will receive some information and more professional consultation calls from customers, so relying solely on the knowledge I have now and my understanding of the company is not enough. You should also constantly recharge yourself in your work, broaden your knowledge, and reduce gaps and mistakes in your work. When I first enter the workplace, it is inevitable that I will make some small mistakes that need to be corrected by my leaders; but as a lesson from the past and a teacher from the future, these experiences have also made me mature and consider more comprehensively when dealing with various problems to prevent similar mistakes from happening. .

3. Future Plans

During this period of work, I have learned a lot and gained a lot of insights. I am very grateful to the company leaders and colleagues for their concern and help. Seeing the company I am deeply proud of the rapid development of the company. In the future work, I will work hard to improve my self-cultivation and connotation, make up for the shortcomings in my work, constantly sum up experience in new learning, and do a good job with a humble attitude and full enthusiasm. My own job is to give full play to my potential and contribute to the construction and development of the company! Hotel front desk work summary sample 4

1. Worry about the guests' concerns and think about what the guests think.

Front desk staff come into contact with different types of guests every day. We should provide different services for different types of guests. The service tenet is the same "treating guests as our God". Service Principle: "Making guests convenient is the highest principle of service, and the needs of guests are the highest order of service. Never say 'NO'." For hotel regulars, we provide polite and meticulous services. First of all, we need to understand the guests' habits. For example, when guests usually check out, we can sort out the accounts in advance and check out directly when the guests come. , which can not only save guests time, but also make guests feel that they are valued in our hotel. I believe that guests will still choose our Mingya next time they come to Jinan.

2. Greet customers with a smile

When guests enter the hotel and see our warm smiling faces, they will feel friendly and feel at home. Even if we encounter some unpleasant things in the checkout service work, if we still greet them with a smile, I believe that no matter how unreasonable the guest is, there will be no reason to lose his temper. As the saying goes, "Everyone smiles and everything goes away"!

3. Don’t make uncertain promises to guests.

When the customer's needs need to be completed with the assistance of other departments or individuals, they should consult clearly before making a decision, because the customer wants to get an accurate answer. But in any case, this does not mean that you do not want to do everything possible to solve the problem for the guest. The key is to let the guest understand that his problem is not something you can solve independently immediately, and that you are really trying your best to help him.

Many guests asked for more invoices at the front desk, but we declined politely and suggested that guests can spend money at other business points and include it in the room charge. This can not only benefit the hotel, but also satisfy the guests' needs. needs, but never violate the principles to suit the guests.

4. Consider how to make up for mistakes made by colleagues and departments to ensure timely checkout and customer satisfaction.

The front desk cashier is the last department that guests come into contact with before leaving the hotel, so they usually complain to us about various hotel services during checkout, and these problems are not caused by the cashier. At this time, the most taboo Shifting the blame or blaming the department or individual that caused the difficulty is the most undesirable. It not only fails to make up for the fault, but also makes the guests doubt the management of the entire hotel, thereby deepening the guests' distrust. 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, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thus changing the initial bad impression and even establishing a close and trusting customer-self relationship.

5. Continuously learn, constantly improve your moral cultivation, and constantly improve your service skills.

"Although a sword is sharp, it will never be sharpened until it is sharpened." Only learning can continuously sharpen a person's character, improve moral cultivation, and improve service skills. Let us take vigorous steps and keep moving forward, so that we can reach a sky where we can spread our wings and fly high! Mingya brothers and sisters, work hard for our tomorrow! Hotel front desk work summary sample 5

Unknowingly, I have been working in this hotel for half a year. From the first time I got to know the front desk to now being independent, I believe that in addition to my own dedication and hard work, it is also the result of leaving the hotel. The training provided, as well as the support of old employees and leaders,

I learned a lot in half a year. "The customer is always right", a well-known business motto in the service industry, is put into practice here. To the extreme. In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements to the maximum extent as long as they do not violate the law or violate ethics. Therefore, employees will be instilled in the induction training: "The customer will never be wrong, it will only be us", "Only sincere service will bring smiles to the guests." I have always believed that the customer is God. I am trying my best to provide the best service possible.

The work at the hotel front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, this also includes answering guests' questions, helping guests handle service requests, telephone transfer and other services. The front desk of the hotel is divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and promote, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can be clear-headed and make no mistakes. The most important thing is that this kind of working method can quickly allow newcomers to gain experience. When the workload is small, they will be guided by the colleagues in charge, and the workload will be reduced. When you are older, you can absorb more experience and grow quickly.

In the past six months, I have mainly done the following work:

1. Strengthen business training and improve my own quality

As the front office of the hotel, each Employees have to face guests directly. Their work attitude and service quality reflect the service level and management level of a hotel. Therefore, employee training is the focus of our hotel. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, so that I can better provide customers with high-quality services.

2. Strengthen my sales awareness and sales skills, and increase the occupancy rate

The front office department actively promotes the sales of individual guest rooms according to market conditions. This year, the hotel has launched a series of In addition to the hotel's preferential policies, the receptionist flexibly grasped the room price according to the market conditions and the occupancy situation of the day. The number of individual guests at the front desk has increased significantly, and the occupancy rate has improved. The receptionist emphasized: "As long as you come to the front desk "Guests, we must try our best to make guests stay" and strive for more occupancy rates.

3. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate with the department to solve the problem to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

4. Consider how to make up for mistakes made by colleagues and departments to ensure timely checkout and customer satisfaction.

The front desk cashier is the last department that guests come into contact with before leaving the hotel, so they usually complain to us about various hotel services during checkout, and these problems are not caused by the cashier. At this time, the most taboo Shifting the blame or blaming the department or individual that caused the difficulty is the most undesirable. It not only fails to make up for the fault, but also makes the guests doubt the management of the entire hotel, thereby deepening the guests' distrust. 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, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thereby changing the initial bad impression and even establishing a close and mutually trusting customer-self relationship.

"Although a sword is sharp, it cannot be sharpened until it is sharpened." Only by moving forward can we reach a sky where we can spread our wings and fly high! Mingya brothers and sisters, work hard for our tomorrow! Hotel front desk work summary sample 6

1. Strengthen business training , improve the quality of employees

As the front office of the hotel, every employee must directly face the guests. The employee's work attitude and service quality reflect the service level and management level of a hotel, so it is important to The training of employees is the focus of our work. This year we have formulated detailed training plans for five branches: for the switchboard, we conduct training on language skills for answering the phone; for baggage delivery and storage services at the baggage area; and for receptionist etiquette. Courtesy and sales skills training; especially a month-long foreign language training for all front office employees in July this year, laying a certain foundation for this year's star review review. Only through training can employees improve their business knowledge and service Only with further improvement in skills can we better provide customers with high-quality services.

2. Instill in employees the awareness of "increase revenue and reduce expenditure, increase revenue and reduce expenditure", and control costs

" "Increase revenue and reduce expenditure, increase revenue and reduce expenditure" is the unwavering pursuit of every enterprise. The front office staff actively responded to the hotel's call, carried out conservation and expenditure activities, and controlled costs. In order to save costs, the front office department purchased plastic baskets to hold the team. keys, reducing the use of key bags and room cards, and saving costs for the hotel (originally, no matter whether it is a group or individual guest, each room must fill in the room card and use the key bag, and the group room does not use room cards and keys After bagging, the cost is greatly saved. The room card is 0.19 yuan/key bag and the key bag is 0.10 yuan/key. There are more than 100 team rooms every day, which can save a large amount of money a year); the business center uses expired reports to print drafts paper; urge the hotel staff to save water and electricity; control office supplies and make good use of every piece of paper and every pen. Through these controls, the front office can make its due contribution to the hotel's revenue generation.

3. Strengthen employees’ sales awareness and skills to increase occupancy rates

Based on market conditions, the front office department actively promotes the sales of individual guest rooms. This year, the hotel has launched a series of guest room promotion plans such as: Promotional activities such as fan rooms, point cards, vouchers, thousand-yuan cards, etc. The receptionist flexibly grasps the room price according to the market conditions and the occupancy situation of the day in addition to the hotel's preferential policies. The number of individual guests at the front desk has increased significantly, and the occupancy rate has increased. Improve the receptionist's purpose: "As long as the guests come to the front desk, we must try our best to let the guests stay" and strive for more occupancy rates.

4. Pay attention to the coordination between various departments. Work

The hotel is like a big family. Friction will inevitably occur between departments at work, and the quality of coordination will be greatly affected at work. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate with the department to solve the problem to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

5. Strengthen the management of various reports and customs declaration data

The front desk will check in for each guest in accordance with the regulations of the Public Security Bureau, and enter it into the computer. The information of overseas guests will be passed The hotel's customs declaration system promptly reports to the National Security Bureau's Exit and Entry Management Section, conscientiously implements the notices issued by the Public Security Bureau, and reminds each guest to store their valuables. A designated person is responsible for all reports and data in the front office department, and the reports are classified and archived and reported monthly. Comparing the room revenue in 2005 with the room revenue in 2006, the occupancy rate increased by 9.46%, but the revenue decreased by 240,223.07 yuan. The main reason is that the vicious competition among the hotel industry has led to a decrease in the average room price. The phenomenon of increase in occupancy rate and decrease in revenue is shown in the guest room summary table.

The results are gratifying, but we are also deeply aware of and appreciate the shortcomings:

1. Lack of flexibility and initiative in service;

2. The aging equipment of the switchboard causes poor lines and often causes complaints from customers;

3. Some new employees are not proficient in their job operations;

4. The photocopier in the business center is aging. The copier's performance is not good, which affects the income of the business center. This year, the business center's cash income from copying is only xxx yuan;