酒店前台个人工作总结.doc

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1、酒店前台个人工作总结酒店前台个人工作总结酒店前台个人工作总结Haddoneinthishotelinsensiblyhavetimeofhalfanyear,fromjustbegantoblockonesidealonenowtowhatknowdownstage,Ibelieveherefacebesidesmyselfpaywitheffort,moreleavewhatwhatthehotelbringstometogroom,andoldstuffandleadersupportme.Iwasacquiredintimeofhalfanyearalotof, guestisthema

2、nagementmaximthatweekofthisserviceindustryknowsright forever,wasgonetobyplayhereacme.Hoteltoachievestatedfinancialgoal,notonlythementaldemandthatthecorporealrequirementthatwantsaguestreceivessatisfactionshouldsatisfactionaguestmore.Beinsotheoperatorasthehotel,oftenbeoppositetheguestsrequirement,shou

3、ldnotoffendingonlybelowlawandthepremisethatviolateethics,themetropolisisthegreatestchangecontentedguest.Sofromgroomintodutycanengraftforemployee: guestforeverwontwrong,wrongcanbeour only, hasgenuineserviceonly,abilitycanchangetheriant ofguestperson.Iamcertaintheclientissacredtruthallthetime,alwaysbe

4、inasfaraspossibletheservicemyselfachievesperfection.Downstagejobbasicallydividesthehoteltorecieve,guestroomsale,enterregister,retreatroomandexpensesettleaccounts,ofcourse,alsoincludedtoanswerfortheguestamongthisdoubt,sideguestprocessingservesademand,thephoneturnsreceivewaitforaservice.Ofthehoteldown

5、stage,thejobisdividedhalftimesformorningshift,middleshiftandallnightclass3classes,rotateworks,amongthemonefactitiousfull-timereceivessilver,additionallytwopeopleassignoddjobaccordingtoactualworkloadcircumstance.Sucharrangementismorecomfortable,canallocatebelowthecasewithbigworkloadalreadyreceivesilv

6、erforoneperson,onepersonisregisteredpromote,anotherpersonisinchargeofotherserviceandconnectionjob.Andstillcanalleviatethepressurethatcontrolssilver,letreceivesilvertobeabletoaccomplishbrainsPureBrightness,donotmakemistake.Themostimportantis,suchworkingway,canletnewpersonalityveryquicklygainexperienc

7、e,coachbythecolleaguethattakeaclasswhenworkloadissmall,whenworkloadisbigmoreOKabsorptionexperience,growquickly.InthishalfanyearIbasicallyaccomplishthefollowingwork:One,strengthenvocationaltraining,raiseministryofoneselfqualityantechambertoserveastheappearanceofthehotel,everyemployeeshouldconfrontavi

8、sitordirectly,theworkingmannerofemployeeandservicequalityreportgivetheservicelevelofahotelandlevelofmanagement,becauseofthispairofemployeetheworkingkeythatgroomingisourhotel.Wecanundertakeskillgroomsreceivingauditionphonelanguageregularly,theceremonycourtesyofdestclerkandskillofcarryoutroomgroom,and

9、theforeignlanguagegrooms.JustcanletmehaveonskillofWuofprofessionalknowledgekimonothroughgroomingonlyrisefurther,giftisnicerprovideexcellentservicefortheguest.The2saleconsciousnessthatstrengthenmeandsaleskill,risetoleadantechamberministrybasismarketcondition,activelyisadvancedmedicinalpowderguestroom

10、sale,comethisyearthehotelwasrolledoutaseriesofplanofguestroomsalespromotion,destclerkisinhotelprivilegepolicywhilemixaccordingtomarketlevelthatdayenteracircumstancetomasterhousepriceneatly,comeloosedownstagetheguesthadapparentaddition,enterraterisesomewhat,emphasizedestclerk: wantsdownstageguestonly

11、,wewantthetenetthatmethodlets ofguesttakeuponesquarters,striveformoreliveenteringtolead.3,payattentiontotheharmoniousjobhotelbetweendepartmentaldoortoresembleabigfamily,thehardtoavoidinworkingbetweenbranchandbranchcanhappengrind,harmoniousstandorfallisaffectedinworkinglieutenantgeneralbyhuge.Antecha

12、mberministryisthecentrebranchofwholepublichouse,itishavingcloseworkingrelationshipwiththebranchsuchasmeal,sale,guestroom,belikeoccurrenceFM2022|PES2022|FIFAproblem,weundertakecanactivelyharmonysettlementwiththisbranch,avoiditsaggravation,becausecommongoalofeverybodyisforthehotel,benotsolvedandhadhan

13、dledthenegativeeffectwithwillbebroughtcertaintothehotel.4,theerrorthatconsidershowtomakeupforcolleagueandsectionalwork,makesuretheguestisseasonablecheckout,makeaguestsatisfactory.Receivesilvertomanagethelastdepartmentthatisthecontactbeforetheguestleavesstoredownstage,connectregularmeetingtocomplaina

14、varietyofservicesofthehoteltouswhencheckoutso,andtheseproblemsarenotcausebypersonnelreceivingsilver,atthismoment,mostavoidshuffleorthedepartmentthatcriticiseitisdifficulttocauseorindividual, issuedoesnotclosealready,hang hightocannotbetakenmost,itnotonlycannotmakeupforerror,letaguestsuspectthemanage

15、mentofwholepublichouseinstead,deependistrustdegreeoftheguestthereby.So,shouldfunctionofintermediaryofadcool-headedandsoberplay,byreceivesilvertootherindividualorsectionalexplaincircumstance,requesthelp.Aftertheproblemissolved,answertoseekguestopinionagain,atthismomenttheguestoftenishelpedbyyourenthu

16、siasmpenitentiary,changefirstundesirableimpressionthereby,canbuildevenclosewiththeguestofmutualtrustIconcern.Theswordalthoughbenefit,notceaseless , learnswhetstonefrequentlyrearknowtobenotworth .Studyabilityisonlyceaselessgothroughthemillonetheindividualsmoral,raisemoraltraining,improveserviceskill.

17、Letussteppingstrongandvigorouspace,ceaselessgoahead,abilitywalksalongtheskyofaourOKandvolantGaoFei!Thebrotherlysisterswithelegantname,forustomorrowandeffort!FM2022|PES2022|FIFA扩展阅读：酒店前台工作年终总结年终总结从实习到正式员工，我在金海湾已经工作了一年半了，在这里有过喜悦，有过兴奋，有过苦恼，有过忧郁，有过怀疑，使得我从一个初出茅庐的学生，逐渐的熟悉了酒店的组织结构、人事关系、企业文化，当然也使我慢慢地适应这个社会。

18、记得实习培训结束后，酒店人事部经理林经理对我们说过，世界上最不简单的事就是每天重复做最简单的事情。的确，前台的工作琐碎，简单。而且我们每天重复着那一个个简单的动作，不得不说，耐心和细心是每一个酒店前台工作的员工所必须具备的。在工作中，因为我的不细心，我的自以为是，犯了很多错，也给同事的工作带来诸多不便，心里非常不安，感觉所有事情都不顺利，还好有同事的鼓励，朋友的安慰，部门领导的关心，真的好感谢他们。记得第一次忘还客人证件，记得第一次忘收押金，记得第一次重房，记得但我并没有放弃，而是总结经验，努力让自己掌握前台的各项业务，更好的为客人提供优质的服务。忘不了为客人安排好房间后客人的那一声谢谢，忘不

19、了为客人解决问题后客人脸上露出的舒心的笑容，更忘不了客人临走时对自己的称赞这一切的一切，都证明了我的努力。前台作为酒店的窗口,是酒店给客人的第一印象。我们要保持自己最好的形象,面带微笑、精神饱满，用我们最美丽的一面去迎接客人，让每位客人走进酒店都会体验到我们的真诚和热情。当客人走进酒店时，我们要主动问好，称呼客人时，如果是熟客就要准确无误地说出客人的姓名和职务，这一点非常重要，宾客会为此感受到自己的受到了尊重和重视。我们还要收集客人的生活习惯、个人喜好等信息，并尽最大努力满足客人，让宾客的每次住店，都能感受到意外的惊喜。我们要提供个性化的服务。在客人办理手续时，我们可多关心客人，多询问客人，如

20、果是外地客人，可以向他们多讲解当地的风土人情，主动为他们介绍车站、商场、景点的位置，主动询问客人住得怎样或是对酒店有什么意见，不要让客人觉得冷落了他。进一步沟通能使客人多一份温馨，也能消除宾客在酒店里所遇到的种种不快。最后也是最重要的，微笑服务。在与客人沟通过程中，要讲究礼节礼貌，与客人交谈时，低头和老直盯着客人都是不礼貌的，应保持与客人有时间间隔地交流目光。要多倾听客人的意见，不打断客人讲话，倾听中要不断点头示意，以示对客人的尊重。面对客人要微笑，特别当客人对我们提出批评时，我们一定要保持笑容，客人火气再大，我们的笑容也会给客人“灭火”，很多问题也就会迎刃而解。多用礼貌用语，对待宾客要做到来

21、时有迎声，走时有送声，麻烦客人时要有致歉声。与客人对话说明问题时，不要与客人争辩，就算是客人错了，也要有一定的耐心向他解释。只要我们保持微笑，就会收到意想不到的效果。我认为，只有注重细节，从小事做起，从点滴做起，才会使我们的工作更为出色。还记得自己在来金海湾大酒店之前，总认为在学校里学一点书本里的学问就可以在酒店里得心应手，却不明白最大的学问是在生活中，最厚实的文章却是在书本以外，现在我懂了，是金海湾告诉了我们“年光似鸟翩翩过。世事如棋局局新”的道理。在家里，我们只走得平路，上不得陡岭，更过不得险滩，离开了自己的家，来到一个陌生的城市。有时候，遇到失落就想轻言放弃，甚至自甘沉沦，而不明白人生有起伏才有真趣、有波折才有韵味。现在我懂了，是金海湾告诉了我们“凡人为善，不自誉而人誉之；凡人为恶，不自毁而人毁之”的道理。作为一名服务员，在工作的过程中,会有埋怨，会有委屈。因为我们总认为只要自己以诚待人、与人为善，公道就会自在人心，而不明白有时自己好心事办得并不好，甚至是好心办了坏事。之所以懂得这么多的道理，是因为金海湾，是金海湾人用言传身教告诉了我们。我们才让自己更加的有信心，坚信我们可以为自己喜爱的工作而奋斗。第 8 页 共 8 页