Summary of hotel front desk staff's work

Summary of hotel front desk staff's work

During my work, I feel that I have been qualified for the front desk work. I am very adapted to the working environment here; I can accept the system requirements. I also have the confidence and ability to do this job well.

Since I chose this job and the company accepted me, I have no reason not to work hard. Moreover, the management mode here is very reasonable and the treatment is very humanized. Colleagues are also very easy to get along with; Makes me feel warm. You can also work with peace of mind. Because I haven't worked long, I'm not familiar with some operation processes and have no work experience in this field. There are still many shortcomings in this work. In my future work, I will study more to make up for my shortcomings. Strive to do the following:

First, the understanding of the importance of the front desk work.

Although the front desk work is not as great and direct as the contribution made by the company's business, marketing, finance and other departments to the company's development, since the company has set up this position, the leaders must think it is necessary to exist. Through thinking, I think that no matter which position, no matter what job, it is a part of the overall organizational structure of the company, and it is for the overall goal of the company. For the front desk work, it should be "the starting point of company image and service". Because for customers, the front desk is their contact with the company and their impression of the company, and the impression is very important, so the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. With the understanding of its importance, I further thought about how to do my work well.

Second, strive to improve service quality.

The main job of the front desk is to welcome guests and answer questions for customers (including transferring calls and sending and receiving express mail). Therefore, to do this job well, the most important thing is service attitude and service efficiency. -Then you can talk about how you pay attention to maintaining a good service attitude, such as smiling, patience and meticulous, warm tips and so on. In terms of improving efficiency, I talk about how to pay attention to speed, efficiency and error-free. According to the requirements of the first inquiry responsibility system, try to satisfy every customer.

Third, strengthen the study of etiquette knowledge.

It is not enough to have a good sense of service, but also to learn relevant professional knowledge to avoid doing bad things with good intentions. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc.

Fourth, strengthen communication with all departments of the company.

Understand the development of the company and the work content of each department. With these knowledge reserves, on the one hand, you can answer customers' questions in time and accurately, and transfer calls accurately. If you know that there is no one in a certain department, you will remind the caller, briefly explain when there may be someone, or briefly answer the questions that the customer can do, and seize the appropriate opportunity to promote the company. Do a good job as a bridge between company departments and customers.

Fifth, strive to create a good front desk environment.

To maintain the good image of the company's facade, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.

I recommend it carefully.