Excellent summary of hotel concierge work.

Excellent model essay on work summary of hotel concierge department

Chapter one: year-end summary of concierge: "Planting trees for ten years, educating people for a hundred years." A year ago, I entered the society as a student, entered the world's top hotels to study and get in touch with more things. A year has passed in a blink of an eye, and I am gradually familiar with the club structure and relationship of the hotel from a fledgling student with joy, excitement, distress, depression and doubt.

A year, yes, or just a brief glimpse in the long river of life. But a year later, I learned how to converge, gradually improved my customer service skills and enriched my skills before I made great progress in knowledge. ...

As long as we have perseverance, we can. I believe everyone will come again in the future. Later, I introduced the "Belt and Belt" to new employees, which enhanced their flexibility, communication skills and interpersonal relationships. I often take part in small activities organized at ordinary times, which makes me physically and mentally healthy and strengthens the relationship between colleagues. Activities, always want to be in front, always walk in front, I should be an example. Create healthy and upward competition with everyone and let everyone make progress together.

It took a year to complete its journey unconsciously. I worked in the concierge department of the hotel for ten months. As soon as I left the university campus, I entered the White Rose Hotel with great enthusiasm. A year's work can be a brief glimpse in the long river of life. But a year later, my blood was boiling.

I know how to restrain myself, and gradually improve my customer service skills and enrich my skills, only by making great progress in knowledge.

A year, yes, or just a brief glimpse in the long river of life. But a year later, I learned how to converge, my customer service skills gradually improved, and my knowledge also made great progress, which set an example for me in words and deeds and taught me how to integrate into the hotel family and how to be a qualified concierge staff. I sincerely thank you. Without patient teaching, there is no mine.

Looking back on the hard journey of the past few months, the concierge is our home, and we are in the same boat here. We will continue to work hard to overcome our shortcomings and never be complacent. Under the leadership of former manager Ma, we will work closely with the brother departments of the front desk family and forge ahead.

Chapter II: Summary of Protocol Work With the approach of New Year's Day, 10 is about to pass, and a new year is about to begin. At the moment when the New Year bell rings, I will make the following summary and review of my work in the past year. The past year has been a busy and happy year.

First of all, the resignation of old employees and the joining of new employees have brought fresh blood to our posts and made our work more passionate and motivated. It also fully shows that our work has always been valued by departments and hotels, especially the manager has given us great help and made me more and more handy as a grass-roots manager. I once again thank the leaders and colleagues of the Ministry for their help and support.

Secondly, the work of concierge is very simple for us. In fact, its real essence is not simple. Seeing guests off, carrying and pulling luggage are all common things, but the nature of really serving us is not simple or complicated, but whether we do it with our heart or not. When we open the door to welcome guests, we should observe whether the guests have other requirements or whether they are our big customers or repeat customers, especially taxis. We should also remind guests not to forget things or record taxi cards. When lifting, pulling and running luggage, always check whether the luggage is damaged or the surface is too dirty, and it can be repaired or wiped. These services are actually very simple, but if we don't work hard, we will never do well, let alone be satisfied.

Third, the concierge department gradually formed a sense of team. Through our weekly training, employees realize that we are a member of the hotel. "Only when the store is booming can we be honored", so that they can always keep a sense of the overall situation in their work, not be self-centered, give timely feedback when they find problems, actively cooperate with other departments or posts to carry out their work, and form an atmosphere of actively discovering things and actively solving problems, and do their own work well before the guests speak, while satisfying the guests.

Fourth, sincere service creates good results. We will impress our guests with the ultimate sincere service, establish our hotel's customer base and stabilize our customer base. We may only give our guests a smile in the daily welcome and food delivery, but it is this kind of smile that has satisfied the guests. Our guests don't expect much from us, but we can do a lot. Perhaps we still have more shortcomings, which are worth learning and learning from. We will certainly make greater efforts to explore and study the essence of concierge service. Let the guests feel our sincerity.

The New Year is a year full of hope and challenges. I will strive for our hope and honor and make progress. While fully cooperating with the department to complete the tasks assigned by the hotel leaders, we set up our own golden key counter in the concierge department.

First, set up the golden key counter, apply the knowledge learned in the golden key to practical work, establish a more perfect golden key information base in this city, provide the most comprehensive and thoughtful service for foreign tourists in Linyi, and let all guests get the best service here.

Second, organize and guide employees to learn the golden key concept, strengthen employees' sense of service, unity and cooperation, make the work more subtle, and let every employee truly feel the outlook on life and values brought by service.

Third, strengthen training and study, carry out rich training activities, and use new training methods to motivate employees through stories, jokes, cases and games. Let employees master more service skills. Contact some colleagues in related hotels to discuss and find out their own shortcomings.

Fourth, improve the marketing awareness of all employees, so that each employee can understand his sense of crisis, have marketing awareness in his heart, promote hotel products and increase the turnover of the hotel. And let employees learn service design in the marketing process, actively show their service design to guests, let customers enjoy our service, and realize the ultimate service of our hotel to customers.

The above is my summary of the work in the past year and my work plan for the new year. Maybe there are still many shortcomings in my work. I also hope that leaders and colleagues will correct me. I study with an open mind. Thank you again for your support for the work of our concierge.

Chapter 2: The year-end summary of the annual concierge is a year of great and far-reaching significance for the development of the hotel. In a year's time, under the correct command of the hotel leaders, our concierge department cooperated with all the staff of the hotel and successfully completed the important reception tasks such as hotel application for star rating. These gratifying achievements are the result of the efforts of all the staff in the hotel, and they are also inseparable from the hard work of every employee in our concierge department. Below, I will summarize and arrange the work of our concierge department as follows:

First, review the main work in the past year:

1. Improvement of the hardware facilities of the concierge department: After several years of operation and development, the hardware facilities of the hotel are gradually updated and improved. The hotel bought a new battery car for the concierge, replaced a new concierge desk and installed a no parking sign in the driveway. The update and perfection of these hardware devices have aroused the enthusiasm of our concierge and laid a solid foundation for us to provide better service for our guests.

2. Concierge personnel construction: Hotel industry is a highly mobile industry. At the beginning of the year, our concierge department had 9 employees, and now it has 15 employees, which has been able to meet all kinds of reception tasks of the hotel. As an important part of concierge, whether new employees can quickly integrate into the team and adjust their transition mentality will directly affect the service quality and team building. Our concierge department conducts special training according to the characteristics of new employees and their entry. The purpose is to adjust the mentality of new employees, face up to the role change, understand the characteristics of the hotel industry, make new employees fully mentally prepared, alleviate the dissatisfaction caused by the unsuitable role change, and accelerate the pace of integration into the concierge department. In our daily work, we require new employees to be familiar with what the hotel should know and should know, and actively learn customer service skills from old employees, so as to quickly improve their customer service level.

3. Perfection of the management system of the Concierge Department: No rules can make Fiona Fang. The management system at the beginning of the establishment of the concierge department can no longer meet the needs of hotel development in recent years. This year, we have gradually improved some management rules and regulations of the concierge department. Our concierge department has a clear and perfect management system, from the daily code of conduct of concierge to the code of luggage transportation and storage, and then to the driving and maintenance management of battery cars. From the foreman to the team leader to every employee, we have met the specific requirements. Our concierge department insists on holding class meetings every day, holding regular meetings every week and summarizing every month to solve the' problems' in employees' work in time, encourage outstanding employees to learn from each other and exchange work experience, clarify the next work priorities and improve customer service quality.

2. Problems in the work:

1. Problems in staff customer service: As a service industry, hotels provide customers with perfect and high-quality services.

This has become a top priority. As the first impression and last impression of the guests when they arrive at the hotel, it is particularly important for the concierge department to provide meticulous service for the guests. In daily work, some of our concierge staff have a good grasp of customer service skills, but their awareness of customer service is still relatively weak. In the future work, we will pay attention to the cultivation of employees' customer service awareness and do a good job in personalized and humanized customer service.

2. Driving and management of concierge battery cars: This year, the hotel bought four new battery cars for concierge, which are basically

It is driven and managed by some old employees who are familiar with the operation. Because some employees can't master the speed of the battery car, this has caused unsafe factors for hotel guests and hotel employees. For this reason, the hotel leaders arranged systematic and standardized training for battery car drivers, and our concierge department also arranged careful employees to manage and maintain the battery car, and formulated the "Concierge Battery Car Driving Management System". The introduction of this system has standardized some bad habits of battery car drivers, but also for the sake of.

3. The daily code of conduct of the concierge: Everything we say and do in the concierge represents the image of the hotel. This year, the hotel successfully completed the star rating task. As a concierge who is about to become a five-star hotel, it requires more manners from our concierge. During this year, our individual concierge did a very bad job from gfd to behavior, and the self-discipline of working hours and working areas was very poor, and violations of departmental regulations also occurred from time to time. In the future work, we will strengthen the construction of protocol spiritual civilization, strive to improve the level of protocol self-discipline and standardize the protocol spirit.

Three. Work arrangement:

1. Continue to strengthen concierge training, improve the comprehensive quality of concierge, and improve the quality of service to guests. Next year, we will continue to strengthen the training of protocol staff. Through the analysis of some practical cases, every concierge will improve his awareness of customer service. In terms of customer service skills, we will focus on English training for concierge.

We will discuss with the leaders to arrange the assistant manager in the lobby to conduct irregular and regular English training for the concierge, so as to improve the concierge's English listening and speaking ability. For frequently asked questions, we will arrange the concierge to know all kinds of basic public information such as the latest city information and tourist attractions information after work. Concierge department is required to pay attention to service details and provide satisfactory and thoughtful service for guests.

2. Really care about the work and life of the concierge and stabilize the concierge team. Without affecting normal work, in the new year, our concierge department will organize more concierge to carry out some positive activities, enrich concierge's life, cultivate concierge's sense of collective honor, and let every concierge have a good relaxed attitude and better work.

3. Continuously improve and perfect the work norms of the protocol post workflow. In the next year, our concierge department will constantly improve and perfect the workflow and work norms according to the actual situation of the department, so that every concierge can be strict with himself, abide by the rules and regulations of the hotel department, and strive to complete his own work in the work, so that the workflow can achieve the standardization, standardization and refinement of service quality.

Although we have made some achievements in this year's work, we will not be proud, lax or negligent. The work next year will be even more arduous. We will carry forward our achievements, devote ourselves to our work with more enthusiasm, and strive to complete various tasks throughout the year. Our concierge department firmly believes that under the correct leadership of leaders at all levels and the joint efforts of all hotel staff, Guangdong Hotel will be more brilliant tomorrow.

Chapter III: Annual Work Summary As an important branch of the front office, the concierge department of the hotel is responsible for the "first door" of the hotel and is one of the departments that directly serve customers. Since 20 1 1, the reception work of the hotel this year has come to an end. Under the care and guidance of the assistant manager of the front office, with the strong support of other departments and the joint efforts of all members of the department, the concierge department was successfully completed. The work of the concierge department is summarized as follows:

I. Training work

The training of the concierge department is carried out according to the planned phased training objectives. First of all, for the training of new employees, the training mode of front office supervisor and foreman is "One Belt, One Belt". Let new employees be familiar with business skills in practice and get personal guidance and correction in the whole work. For employees who are proficient in job skills, they should also be trained regularly on working procedure standards and job responsibilities to ensure the standardization and accuracy of their daily work.

In the form of training, our department has made innovations and carried out constant training and cross-training forms. Always training is not limited to other rigid training forms and time, and business training will be conducted in the form of case analysis before each post, making the training coherent, compact and vivid. Cross-training is also a successful training form in our department. The main methods are not limited to the business skills training of the department, but also can be interspersed with other trainings during the training period. The diversified development of personal business skills is of great help to the improvement of service quality and the implementation of one-stop service.

Two. personnel management

1, the concierge department consists of concierge department and concierge department, which is managed by the assistant manager of the front office. With the help of the concierge, they perform their respective duties, complement each other and jointly promote the development of * * *.

3. The daily work of the concierge department is mainly based on the principle of two shifts. A concierge and a concierge take turns to work every other day, and the work adopts 16 hour system. When it is particularly busy, the supervisor and the first mate make arrangements for all personnel to go to work, or arrange personnel to go to work in combination with personal factors and the workload of the day. Another feature of the concierge department is the handover system. Because the concierge work has a strong continuity, it is impossible for us to solve many things for our guests at one time, which requires the next shift to continue to follow up the service. Therefore, it is very important for us to enjoy information. When three shifts are handed over, try to be careful not to miss anything.

Three. routine work

1. Luggage service is a major feature that distinguishes our department from other departments. Our department is solely responsible for the luggage of hotel guests after their check-in. There are more than 150 rooms at the peak of customer sentiment. So many rooms mean to be allocated to each of us.

This is an overloaded job. Even under such a heavy workload, our employees still maintain a warm smile and indomitable service attitude. No one affects the "quality" of service because of "heavy workload".

2. The concierge desk is another important "job post" in our department, which provides important help to solve various problems such as food, clothing, housing, entertainment and so on. In addition to the basic deposit and transfer business, there is also an important function that is responsible for the information inquiry of guests. Especially during team holidays or festivals, the amount of information consultation of guests is quite large. Every morning from 8: 00 am to 12 am and 18 am to 22: 00 pm are the peak hours for their consultation, and they ask various questions. Where is the bathing suit in the guest room? Where to play? Where is the local fun, and so on. At this time, we should do our best to contact other relevant departments or industries actively and quickly to answer questions for our guests. At the same time, in addition, we often recommend restaurants with different cuisines for our guests according to their changing tastes, such as ordering food for them in advance if they need it. Some things are easy for us. We will do what we can, and we will try our best to help our guests if we can't, because we always remember that what we pursue is "thinking for our guests".

Four. Harvest and joy

In the hotel's daily reception this year, a large number of outstanding people emerged, who worked hard in ordinary posts and got heartfelt thanks and unanimous praise from the guests. Other employees also received thank-you gifts and verbal praise from guests. The concierge department has been well received by the store leaders. These achievements have witnessed the efforts and growth of the concierge department!

Verb (abbreviation of verb) summarizes good experience and improves one's own problems.

In this year's work, all the work of our department has been carried out in accordance with the pre-established plan, and basically achieved the expected goal. In the course of work, our department makes improvements while summing up experience. Of course, some work is not satisfactory, and we also reflect on the problems in time and seek solutions.

After several major reception activities from New Year's Day to Spring Festival, May Day Golden Week and Eleventh Golden Week, the concierge constantly summed up experience, handled events more flexibly, served customers faster and smiled more brightly, making every guest feel at home. Although there were some minor problems in communication with various departments this year, it was basically smooth and played a positive role in solving the problems. In this year's work, we will continue to strengthen communication with external departments as one of our priorities. Although there were many problems in the work, they were all remedied in time. Analyze the problem afterwards and implement the improvement plan to prevent the mistake from happening again. For example, new workflow standards have been formulated due to problems such as damaged items stored by guests and ticket purchase. While correcting our mistakes, we are also making continuous progress.

Nowadays, in the ups and downs, the work of the concierge department is both full and full of passion. I believe that in the new year, under the leadership of the leaders, the concierge will make persistent efforts to bring better service and more generous benefits to the hotel with our enthusiasm.

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