Summary of reception work at the front desk

Time flies like water, and a period of work has ended. Looking back at the work during this period, there must be many difficulties and hardships. Let's sort out the past work and write a work summary. But I found that I didn't know what to write. The following is a summary of my reception work carefully arranged for your reference, hoping to help friends in need! Summary of reception at the front desk 1

First of all, in terms of professional skills, under the strict instruction and supervision of the master, it is not only to improve one's skills, but also to be responsible for the guests, from being completely unfamiliar with the job responsibilities and contents at the beginning to being familiar with them, from reading the Operation Standard of Front Desk Service to actual operation. Among them, all the old employees took pains to help me, and I sincerely thank you. Every time I receive a customer and answer a phone call, it is a new challenge for me. I don't have rich reception experience, and I'm not familiar with the business, so I obviously have the shortcomings of low work efficiency in practical operation, and my operation is a little stiff.

Secondly, what impressed me deeply was xx's corporate culture. Various types and levels of skills and hotel culture-related knowledge training showed me that an advancing enterprise is not only an incentive system, but also an opportunity for self-improvement. In addition, the salary system in Golden Bay is also one of the areas I am very interested in. Flexible scores and scores, plus bonuses, not only bind the salary to personal performance and development potential, but also fully consider the hotel's occupancy rate and business conditions. There is also a culture called "solving difficulties", that is, the ability to provide knowledge to help guests solve difficult problems. The "golden key" is typical, and it is also what I pay attention to in this internship. Satisfaction plus surprise, complete the impossible task.

From another point of view, xx Hotel is short of hardware facilities. It has been more than ten years since its opening. The rooms are slightly narrow and the facilities are aging. Although some rooms are newly renovated, it is difficult to change the pattern. I believe that only by providing better services to guests can we make up for the defects of hardware facilities. Furthermore, through the internship at the front desk, it is found that employees are very mobile, especially those from other places. Perhaps this is a common phenomenon in hotels, but this will inevitably lead to the loss of talents and waste of resources, which requires hotels to invest more time and energy to continuously cultivate new employees. Summary of reception work at the front desk 2

The hotel works in all aspects and daily chores. What is needed to do a good job in the hotel is patience and carefulness, persist in doing your own work and complete the task perfectly.

The past 2xx years have been a full, busy and happy year. On the occasion of this new year, looking back on the road, in almost five months after 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 been able to work independently since I knew nothing about the reception work at the front desk of the hotel. Never dare to speak to be able to communicate freely with guests! Here I sincerely thank the department leaders and colleagues who helped me, thank you! Now I will make a summary of the work in the past five months.

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 start is half the battle. With the understanding of its importance, we must do our job well.

so, I have been strictly following the hotel regulations for the past five months. To sum up, it can be said 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 for guests, the language to be used in the service, 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 for light makeup, work clothes and a good mental outlook for the guests, 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! Moreover, it is also conducive to the improvement of our own image and self-cultivation. Thus, it will affect our later life.

Third, the training of business knowledge at the front desk. Mainly the daily work flow, the daily work at the front desk is very complicated, such as the handling of check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, inquiry and check of pick-up and drop-off information. Check and check orders, arrange rooms, and hand over work during shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring a lot of inconvenience to guests and their colleagues!

Fourth, front desk English, some front desk English skills are the basic requirements for each of our front desk receptionists, so as to serve foreign guests well. As for English reception, I thought it was not a problem for an English major like me, but later, when receiving foreign guests, many problems came out. For me, I haven't been exposed to English for more than a year before, and I realized that many 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 the reception desk, which enabled me to review and consolidate the words I had learned before. I also learned a lot of words that I have never touched before, such as the names of many facilities and equipment. Through such training, I can understand the truth that you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and enhance our abilities in all aspects!

fifth, focus on the overall situation, regardless of personal gains and losses. Whether it is during working hours or vacation time, if the hotel has a temporary task assignment, I will obey the arrangement, actively cooperate, and don't find 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.

In the past five months, I have many shortcomings, such as communication with leaders and colleagues, and work. My colleagues and I suggested that guests often make me nervous. When the new year comes, 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 realize our own shortcomings, we have the opportunity to correct them. It is also of great help to me! Although the work at the front desk is sometimes trivial, everything must be done seriously. So I will do everything with my heart. Thanks to the instruction of the department leaders and the opportunity given by the company, I will strengthen my study and work hard in the days to come! Summary of reception work at the front desk 3

I have been working in this hotel for half a year unconsciously. From the beginning, I learned about the front desk to the present, I believe that apart from my own efforts and efforts, I also left the training brought by the hotel and the support of old employees and leaders. I have learned a lot in half a year, and the well-known business motto of "the customer is always right" has been brought to the extreme here.

in order to achieve certain financial goals, hotels should not only meet the material needs of their guests, but also meet their spiritual needs. Therefore, as a hotel operator, the requirements of guests are often met as long as they are not in harmony with morality. Therefore, from the induction training, employees will be instilled: "The guests will never be wrong, only we will be wrong", and "Only sincere service will bring the guests a smile". I have always believed that customers are God, and I always try my best to make my own service to the extreme. The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, this also includes services such as answering questions for guests, helping guests handle service requirements, and telephone transfer. At the front desk of the hotel, the work is divided into three classes: early shift, middle shift and all-night shift, and one of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is relatively loose, which can be assigned to one cashier, one person to register and sell, and the other person to be responsible for other services and contact work under heavy workload. But also can alleviate the pressure of cashier, so that cashier can be clear-headed and make no mistakes. The most important thing is that this way of working can quickly let newcomers gain experience, be guided by their shift colleagues when the workload is small, and absorb more experience and grow rapidly when the workload is heavy.

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

First, strengthen business training and improve my own quality. As the front office of the hotel, every employee should directly face the guests. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is the focus of our hotel. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, and foreign language training. Only through training can I further improve my business knowledge and service skills, and can I better provide quality services to my guests.

2. Strengthen my sales awareness and skills, and improve the occupancy rate. According to the market situation, the front office actively promotes the sale of scattered rooms. This year, the hotel has launched a series of promotion programs for scattered rooms. The receptionist flexibly grasps the room price according to the market situation and the day's occupancy at the same time as the hotel's preferential policies. The number of scattered guests at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the receptionist's purpose: "As long as guests come to the front desk, we must try our best to let them stay."

Third, pay attention to the coordination between departments. Hotels are like a big family. Friction will inevitably occur between departments in their work, and the quality of coordination will be greatly affected in their work. The front office is the central department of the whole hotel, and it has a close working relationship with catering, sales, guest rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it to avoid the deterioration of things, because everyone's common purpose is for the hotel, and if it is not solved and handled well, it will bring certain negative effects to the hotel.

fourth, consider how to make up for the mistakes made by colleagues and departments, and ensure that the guests can check out in time to satisfy the guests. The cashier at the front desk is the last department that the guests contact before leaving the hotel, so they usually complain to us about the hotel's services at the checkout, and these problems are not caused by the cashier. At this time, it is most advisable to avoid shirking or accusing the departments or individuals that cause difficulties. "It is irrelevant and hanging high" is the most undesirable. It can not make up for the mistakes, but makes the guests doubt the management of the whole hotel, thus deepening the degree of 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, the guest is often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between the guest and me. Although the sword is good, it is not sharpened constantly, and "it is not enough to know after diligent study."

Only learning can sharpen a person's character, improve his moral cultivation and improve his service skills. Let's take vigorous steps and keep moving forward, so that we can fly high in the sky! Elegant brothers and sisters, work hard for our tomorrow! Summary of reception work at the front desk 4

How time flies! In a blink of an eye, the internship in Wenzhou Walter Buick 4S Store has ended. During this month, I learned a lot, not only in work, but also in life, which benefited me a lot. As a young man who has just stepped into society, he knows nothing and has no social experience. However, with the help of friends and colleagues, I quickly integrated into this new environment, which is very beneficial for me to step into a new job in the future. Besides, I also learned how to better communicate with others, how to better state my views, and how to convince others to agree with my views. I believe these valuable experiences will become the most important cornerstone of my future success. Internship is an experience that every college graduate must have. It enables us to understand the society in practice, to learn a lot of knowledge that we can't learn in class at all, to broaden our horizons, to increase our knowledge, and to lay a solid foundation for us to better serve the society in the future.

Wenzhou Walter Automobile Sales & Service Co., Ltd. was established in March, 2xx. It is the first sales & service center and special after-sales service center in Wenzhou authorized by Shanghai General Motors and the special maintenance center of American General Motors. It is a 4s enterprise integrating vehicle sales, vehicle maintenance, Chengxin used cars, spare parts supply, information and certification feedback. The company will pursue perfection, keep pace with the times, innovate constantly, explore the future, seek development in the competition, constantly face difficulties, take customers as the center, meet and exceed customer expectations, and provide better and more perfect services for more and wider automobile users!

the main job of the front desk is to receive customers, transfer calls, send and receive faxes, make copies and make registration, and also make a general understanding of personnel going in and out. The general process is to make an appointment to register; Receiving environmental inspection; Listen carefully to the customer and record the maintenance requirements in detail; Supervise the progress of maintenance process; Final inspection before delivery; Description of delivery time; Follow-up tracking service. This is very important for the workshop to maintain the vehicle. The service quality of the front desk to customers directly determines the quality of the whole vehicle maintenance, so the front desk is the beginning of vehicle service.

I learned a lot from working at the front desk in this social practice. How to receive customers, how to get along with customers, what kind of customers say and how to deal with people is very important for us to find a suitable job after graduation. The biggest gain of this practice is to know what we can do in the future and determine our goals.

So I want to thank many people, thank you, thank you for giving me this opportunity to learn, thank you! Summary of reception work at the front desk 5

Time flies, and a new year is ushered in unconsciously. In the coming 2xx years, with the care and help of company leaders and colleagues, I have successfully completed the corresponding work. Now I will make a summary of my work in 2xx years.

1. Reception at the front desk

2xx From January to July, I was engaged in reception at the front desk. The receptionist was the first person to show the company's image. In my work, I took up my post in strict accordance with the company's requirements, treated every visiting customer warmly, and pointed it to the relevant office, which provided convenience for the leaders and customers. In the past year, I received 1, users.

2. Meeting reception

1. External meeting reception

Participated in the reception of Protoss Unicom's provincial financial meeting, operation and maintenance department working meeting, manpower monitoring training meeting, provincial G-network operation department working meeting, and Protoss Branch and Protoss Branch held together.