Personal summary of concierge department of student union

The concierge staff consists of four parts: concierge, concierge, concierge and parking attendant. With the unified management of the Protocol Department and the assistance of the Protocol Department, these four departments have their own functions and complement each other. Together, it constitutes the whole concierge and promotes common development. The following is my personal summary of the concierge department of the Student Union. I hope it will be useful to you.

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, with joy, excitement, distress, frustration and doubt, which made me gradually familiar with the club structure, relationship and relationship of the hotel from a fledgling student.

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 course of these months, the concierge is our common home, and we share joys and sorrows 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.

20xx is a year of great and far-reaching significance for hotel development. Within a year, under the correct command of the hotel leaders, our concierge department cooperated with all hotel staff and successfully completed important reception tasks such as 100 1- 1005, China-Arab Economic and Trade Cooperation Forum, and 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. I will summarize and arrange the work of our concierge department in 20xx and 20xx as follows:

First, review the main work in 20xx:

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. 20xx years

In, the hotel bought a new battery car for the concierge, replaced a new concierge desk, and installed a no parking sign on 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: The hotel industry is a highly mobile industry, and our concierge arrived at the beginning of the year.

There are 9 employees, and the current employees are 15, which can 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 normal work, we require new employees to be familiar with what the hotel should know and understand, 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 is not complete.

To 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 them every month to solve 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.

Two. Problems in the work of 20xx:

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 for 20xx years:

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 and arrange the assistant manager in the lobby to conduct irregular and regular English training for the concierge to improve their English listening and speaking ability. For frequent guest inquiries, we will arrange for the concierge to know all kinds of basic public information such as the latest city information and tourist attractions information during the off-duty period. 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 some achievements have been made in the work of 20xx, we will not be proud, lax or negligent, and next year's work 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 is confident 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.