酒店前臺(tái)個(gè)人工作總結(jié)

酒店前臺(tái)個(gè)人工作總結(jié)

Haddoneinthishotelinsensiblyhavetimeofhalfanyear,fromjustbegantoblockonesidealonenowtowhatknowdownstage,Ibelieveherefacebesidesmyselfpaywitheffort,moreleavewhatwhatthehotelbringstometogroom,andoldstuffandleadersupportme.Iwasacquiredintimeofhalfanyearalotof,“guestisthemanagementmaximthatweekofthisserviceindustryknowsright”forever,wasgonetobyplayhereacme.Hoteltoachievestatedfinancialgoal,notonlythementaldemandthatthecorporealrequirementthatwantsaguestreceivessatisfactionshouldsatisfactionaguestmore.Beinsotheoperatorasthehotel,oftenbeoppositetheguest’srequirement,shouldnotoffendingonlybelowlawandthepremisethatviolateethics,themetropolisisthegreatestchangecontentedguest.Sofromgroomintodutycanengraftforemployee:“guestforeverwon’twrong,wrongcanbeour”only,“hasgenuineserviceonly,abilitycanchangetheriant”ofguestperson.Iamcertaintheclientissacredtruthallthetime,alwaysbeinasfaraspossibletheservicemyselfachievesperfection.Downstagejobbasicallydividesthehoteltorecieve,guestroomsale,enterregister,retreatroomandexpensesettleaccounts,ofcourse,alsoincludedtoanswerfortheguestamongthisdoubt,sideguestprocessingservesademand,thephoneturnsreceivewaitforaservice.Ofthehoteldownstage,thejobisdividedhalftimesformorningshift,middleshiftandallnightclass3classes,rotateworks,amongthemonefactitiousfull-timereceivessilver,additionallytwopeopleassignoddjobaccordingtoactualworkloadcircumstance.Sucharrangementismorecomfortable,canallocatebelowthecasewithbigworkloadalreadyreceivesilverforoneperson,onepersonisregisteredpromote,anotherpersonisinchargeofotherserviceandconnectionjob.Andstillcanalleviatethepressurethatcontrolssilver,letreceivesilvertobeabletoaccomplishbrainsPureBrightness,donotmakemistake.Themostimportantis,suchworkingway,canletnewpersonalityveryquicklygainexperience,coachbythecolleaguethattakeaclasswhenworkloadissmall,whenworkloadisbigmoreOKabsorptionexperience,growquickly.InthishalfanyearIbasicallyaccomplishthefollowingwork:One,strengthenvocationaltraining,raiseministryofoneselfqualityantechambertoserveastheappearanceofthehotel,everyemployeeshouldconfrontavisitordirectly,theworkingmannerofemployeeandservicequalityreportgivetheservicelevelofahotelandlevelofmanagement,becauseofthispairofemployeetheworkingkeythatgroomingisourhotel.Wecanundertakeskillgroomsreceivingauditionphonelanguageregularly,theceremonycourtesyofdestclerkandskillofcarryoutroomgroom,andtheforeignlanguagegrooms.JustcanletmehaveonskillofWuofprofessionalknowledgekimonothroughgroomingonlyrisefurther,giftisnicerprovideexcellentservicefortheguest.The2saleconsciousnessthatstrengthenmeandsaleskill,risetoleadantechamberministrybasismarketcondition,activelyisadvancedmedicinalpowderguestroomsale,comethisyearthehotelwasrolledoutaseriesofplanofguestroomsalespromotion,destclerkisinhotelprivilegepolicywhilemixaccordingtomarketlevelthatdayenteracircumstancetomasterhousepriceneatly,comeloosedownstagetheguesthadapparentaddition,enterraterisesomewhat,emphasizedestclerk:“wantsdownstageguestonly,wewantthetenetthatmethodlets”ofguesttakeupone’squarters,striveformoreliveenteringtolead.3,payattentiontotheharmoniousjobhotelbetweendepartmentaldoortoresembleabigfamily,thehardtoavoidinworkingbetweenbranchandbranchcanhappengrind,harmoniousstandorfallisaffectedinworkinglieutenantgeneralbyhuge.Antechamberministryisthecentrebranchofwholepublichouse,itishavingcloseworkingrelationshipwiththebranchsuchasmeal,sale,guestroom,belikeoccurrenceFM201*|PES201*|FIFA

problem,weundertakecanactivelyharmonysettlementwiththisbranch,avoiditsaggravation,becausecommongoalofeverybodyisforthehotel,benotsolvedandhadhandledthenegativeeffectwithwillbebroughtcertaintothehotel.4,theerrorthatconsidershowtomakeupforcolleagueandsectionalwork,makesuretheguestisseasonablecheckout,makeaguestsatisfactory.Receivesilvertomanagethelastdepartmentthatisthecontactbeforetheguestleavesstoredownstage,connectregularmeetingtocomplainavarietyofservicesofthehoteltouswhencheckoutso,andtheseproblemsarenotcausebypersonnelreceivingsilver,atthismoment,mostavoidshuffleorthedepartmentthatcriticiseitisdifficulttocauseorindividual,“issuedoesnotclosealready,hang”hightocannotbetakenmost,itnotonlycannotmakeupforerror,letaguestsuspectthemanagementofwholepublichouseinstead,deependistrustdegreeoftheguestthereby.So,shouldfunctionofintermediaryofadcool-headedandsoberplay,byreceivesilvertootherindividualorsectionalexplaincircumstance,requesthelp.Aftertheproblemissolved,answertoseekguestopinionagain,atthismomenttheguestoftenishelpedbyyourenthusiasmpenitentiary,changefirstundesirableimpressionthereby,canbuildevenclosewiththeguestofmutualtrustIconcern.Theswordalthoughbenefit,notceaseless”,“learnswhetstonefrequentlyrearknowtobenotworth”.Studyabilityisonlyceaselessgothroughthemillonetheindividual’smoral,raisemoraltraining,improveserviceskill.Letussteppingstrongandvigorouspace,ceaselessgoahead,abilitywalksalongtheskyofaourOKandvolantGaoFei!Thebrotherlysisterswithelegantname,forustomorrowandeffort!

FM201*|PES201*|FIFA

擴(kuò)展閱讀：酒店前臺(tái)工作年終總結(jié)

年終總結(jié)

從實(shí)習(xí)到正式員工，我在金海灣已經(jīng)工作了一年半了，在這里有過(guò)喜悅，有過(guò)興奮，有過(guò)苦惱，有過(guò)憂郁，有過(guò)懷疑，使得我從一個(gè)初出茅廬的學(xué)生，逐漸的熟悉了酒店的組織結(jié)構(gòu)、人事關(guān)系、企業(yè)文化，當(dāng)然也使我慢慢地適應(yīng)這個(gè)社會(huì)。

記得實(shí)習(xí)培訓(xùn)結(jié)束后，酒店人事部經(jīng)理林經(jīng)理對(duì)我們說(shuō)過(guò)，世界上最不簡(jiǎn)單的事就是每天重復(fù)做最簡(jiǎn)單的事情。的確，前臺(tái)的工作瑣碎，簡(jiǎn)單。而且我們每天重復(fù)著那一個(gè)個(gè)簡(jiǎn)單的動(dòng)作，不得不說(shuō)，耐心和細(xì)心是每一個(gè)酒店前臺(tái)工作的員工所必須具備的。在工作中，因?yàn)槲业牟患?xì)心，我的自以為是，犯了很多錯(cuò)，也給同事的工作帶來(lái)諸多不便，心里非常不安，感覺(jué)所有事情都不順利，還好有同事的鼓勵(lì)，朋友的安慰，部門(mén)領(lǐng)導(dǎo)的關(guān)心，真的好感謝他們。記得第一次忘還客人證件，記得第一次忘收押金，記得第一次重房，記得但我并沒(méi)有放棄，而是總結(jié)經(jīng)驗(yàn)，努力讓自己掌握前臺(tái)的各項(xiàng)業(yè)務(wù)，更好的為客人提供優(yōu)質(zhì)的服務(wù)。忘不了為客人安排好房間后客人的那一聲謝謝，忘不了為客人解決問(wèn)題后客人臉上露出的舒心的笑容，更忘不了客人臨走時(shí)對(duì)自己的稱贊這一切的一切，都證明了我的努力。

前臺(tái)作為酒店的窗口,是酒店給客人的第一印象。我們要保持自己最好的形象,面帶微笑、精神飽滿，用我們最美麗的一面去迎接客人，讓每位客人走進(jìn)酒店都會(huì)體驗(yàn)到我們的真誠(chéng)和熱情。當(dāng)客人走進(jìn)酒店時(shí)，我們要主動(dòng)問(wèn)好，稱呼客人時(shí)，如果是熟客就要準(zhǔn)確無(wú)誤地說(shuō)出客人的姓名和職務(wù)，這一點(diǎn)非常重要，賓客會(huì)為此感受到自己的受到了尊重和重視。我們還要收集客人的生活習(xí)慣、個(gè)人喜好等信息，并盡最大努力滿足客人，讓賓客的每次住店，都能感受到意外的驚喜。我們要提供個(gè)性化的服務(wù)。在客人辦理手續(xù)時(shí)，我們可多關(guān)心客人，多詢問(wèn)客人，如果是外地客人，可以向他們多講解當(dāng)?shù)氐娘L(fēng)土人情，主動(dòng)為他們介紹車站、商場(chǎng)、景點(diǎn)的位置，主動(dòng)詢問(wèn)客人住得怎樣或是對(duì)酒店有什么意見(jiàn)，不要讓客人覺(jué)得冷落了他。進(jìn)一步溝通能使客人多一份溫馨，也能消除賓客在酒店里所遇到的種種不快。最后也是最重要的，微笑服務(wù)。在與客人溝通過(guò)程中，要講究禮節(jié)禮貌，與客人交談時(shí)，低頭和老直盯著客人都是不禮貌的，應(yīng)保持與客人有時(shí)間間隔地交流目光。要多傾聽(tīng)客人的意見(jiàn)，不打斷客人講話，傾聽(tīng)中要不斷點(diǎn)頭示意，以示對(duì)客人的尊重。面對(duì)客人要微笑，特別當(dāng)客人對(duì)我們提出批評(píng)時(shí)，我們一定要保持笑容，客人火氣再大，我們的笑容也會(huì)給客人“滅火”，很多問(wèn)題也就會(huì)迎刃而解。多用禮貌用語(yǔ)，對(duì)待賓客要做到來(lái)時(shí)有迎聲，走時(shí)有送聲，麻煩客人時(shí)要有致歉聲。與客人對(duì)話說(shuō)明問(wèn)題時(shí)，不要與客人爭(zhēng)辯，就算是客人錯(cuò)了，也要有一定的耐心向他解釋。只要我們保持微笑，就會(huì)收到意想不到的效果。我認(rèn)為，只有注重細(xì)節(jié)，從小事做起，從點(diǎn)滴做起，才會(huì)使我們的工作更為出色。

還記得自己在來(lái)金海灣大酒店之前，總認(rèn)為在學(xué)校里學(xué)一點(diǎn)書(shū)本里的學(xué)問(wèn)就可以在酒店里得心應(yīng)手，卻不明白最大的學(xué)問(wèn)是在生活中，最厚實(shí)的文章卻是在書(shū)本以外，現(xiàn)在我懂了，是金海灣告訴了我們“年光似鳥(niǎo)翩翩過(guò)。世事如棋局局新”的道理。在家里，我們只走得平路，上不得陡嶺，更過(guò)不得險(xiǎn)灘，離開(kāi)了自己的家，來(lái)到一個(gè)陌生的城市。有時(shí)候，遇到失落就想輕言放棄，甚至自甘沉淪，而不明白人生有起伏才有真趣、有波折才有韻味�，F(xiàn)在我懂了，是金海灣告訴了我們“凡人為善，不自譽(yù)而人譽(yù)之；凡人為惡，不自毀而人毀之”的道理。作為一名服務(wù)員，在工作的過(guò)程中,會(huì)有埋怨，會(huì)有委屈。因?yàn)槲覀兛傉J(rèn)為只要自己以誠(chéng)待人、與人為善，公道就會(huì)自在人心，而不明白有時(shí)自己好心事辦得并不好，甚至是好心辦了壞事。之所以懂得這么多的道理，是因?yàn)榻鸷�灣，是金海灣人用言傳身教告訴了我們。我們才讓自己更加的有信心，堅(jiān)信我們可以為自己喜愛(ài)的工作而奮斗。

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