酒店前厅部年终总结
酒店前厅部年终总结
Beabouttogotwoyears,inthisyear,thishotelfallsinthejointeffortsoffluctuation,managementoutstandingachievementhadbiggerpromotion.Oldhallundertookupdateandbetransforminged,maketheserviceprojectofthehotelmoreperfect,loadabroadbandtoguestroomof5F,6Fatthesametime,satisfiedtherequirementofguestofmorebusinessaffairs.Allthesebroughtopportunityofsurvivalandhopetothehotel.Ofthelevelofserviceofperfect,employeeoftheprojectofnewer,serviceofhotelfacilitiesrisefurther,makemyhotelisintherewastallerreputationinhotelindustry.Theseactivemanagementthatarestorelevelleaderandallhotelsaredepartmentaltheeffortofdooremployeeisnotdivided.Sothehotelpaysattentiontotheculturalandideologicalprogressofemployeerelatively,comethisyearbelowthecircumstancethatantechamberministrychangesceaselesslyinpersonnel,allemployeestillcanovercomeenterprisingofdifficult,solidarity,thesatisfactoryhotelthatfinishgiveseachwelcomethejob,annualwelcomedVIPgroupinall,theconferencecountless,inwholeinrecievingaprocess,getoftheguestreputably,comeoneyearantechamberministryhasdonethefollowingworks:One,strengthenvocationaltraining,raiseministryofemployeequalityantechambertoserveastheappearanceofthehotel,everyemployeeshouldconfrontavisitordirectly,theworkingmannerofemployeeandservicequalityreportgivetheservicelevelofahotelandlevelofmanagement,becauseofthispairofemployeetheworkingkeythatgroomingisus,willmakeinthelightof5branchthisyeargroomindetailplan:Beaimedattelephoneexchange,weundertakeskillgroomsreceivingauditionphonelanguage;Thebaggagethatisininthelightofbaggageiscarriedandcheckserviceundertakesgrooming;Theceremonycourtesyofdestclerkandskillofcarryoutroomgroom;EspeciallyalltoantechamberministryemployeewillundertaketheforeignlanguageofamonthgroomsisaslongasJulythisyear,judgechecktolaynextcertainfoundationsforthestarthisyear,justcanletemployeehaveonskillofWuofprofessionalknowledgekimonothroughgroomingonlyrisefurther,giftisnicerprovideexcellentservicefortheguest.2,engrafttoemployee“broadensourcesofincomeandreduceexpenditure,addclosecutdownexpense”consciousness,broadensourcesofincomeandreduceexpenditureof“ofcontrolgoodcost,addclosecutdownexpense”iseveryenterprisenotarrowypursuit,antechamberdepartmentemployeeanswersthecallofthehotelactively,beginmanaging,cutdownexpenseactivity,controlgoodcost.Formanagingcharge,antechamberhimministrybuysplasticbaskettoholdthekeyofthegroup,reducedtheuseamountofkeybagandroomcard,tothehotelmanagingcharge(nomatterbeagroup,stillcomeloosesoguest,everyroommustfillintotheroomgetsstuckandusekeybag,afterusingroomcardandkeybagthroughgrouphouse,savedcostgreatly,theroomblocks0.18yuan/piece,keybag0.1yuan/,everydaygrouphouse100above,ayearbutthefeewithmanagingbiggerbrushstroke);Businessaffairscenterisusedexpireformsforreportingstatisticswillprintdraftpaper;Superviseandurgetheemployeeofaccommodationismanagingwithwaterandelectricity;Controlgoodofficearticlesforuse,hadusedeacheachpiecesofpaper,pen.Passthesecontrol,achieveforthehotelclosemakethecontributionwithantechamberdueministry.3,thesaleconsciousnessthatstrengthensemployeeandsaleskill,risetoleadantechamberministrybasismarketcondition,activelyisadvancedmedicinalpowderguestroomsale,comethisyearthehotelrolledoutaseriesofplanofguestroomsalespromotionif:Thesalespromotionactivitysuchas1000yuanofcertificateoffanroom,integralcard,actinggold,card,destclerkisinhotelprivilegepolicywhilemixaccordingtomarketlevelthatdayenteracircumstancetomasterhouseFM201*|PES201*|FIFA
priceneatly,comeloosedownstagetheguesthadapparentaddition,enterraterisesomewhat,emphasizedestclerk:“wantsdownstageguestonly,wewantthetenetthatmethodlets”ofguesttakeupone’squarters,striveformoreliveenteringtolead.4,payattentiontotheharmoniousjobhotelbetweendepartmentaldoortoresembleabigfamily,thehardtoavoidinworkingbetweenbranchandbranchcanhappengrind,harmoniousstandorfallisaffectedinworkinglieutenantgeneralbyhuge.Antechamberministryisthecentrebranchofwholepublichouse,itishavingcloseworkingrelationshipwiththebranchsuchasmeal,sale,guestroom,belikeoccurrenceproblem,weundertakecanactivelyharmonysettlementwiththisbranch,avoiditsaggravation,becausecommongoalofeverybodyisforthehotel,benotsolvedandhadhandledthenegativeeffectwithwillbebroughtcertaintothehotel.5,strengthenofallkindsformsforreportingstatisticstoreachdeclareatcustomsthemanagementofdataisdownstagethevisitorthatenterstoeveryaccordingtotheregulationofpublicsecuritybureauundertakesregistering,inputcomputer,thecableconcerninterconnectedsystemthatthedataoftheguestoutsidetheconditionadoptsahotelisseasonabletonationalsecuritybureaudivisionofdiscrepancyconditionmanagementundertakesdeclaringatcustoms,carryouttheannouncementthatpublicsecuritybureauallotsseriously,livetoeverytheguest’svaluableundertakesremindfulcheck.Allformsforreportingstatisticsanddataappointantechamberministrypersonspeciallyassignedforataskisresponsible,undertakeclassifiedfilingtoformsforreportingstatisticsandeverymonthsofstatisticappearsinthenewspaper.Twoyearsguestroomincomeandincomeoftwoyearsofguestroomundertakecontrast,housingrateincreased,butincomedecreasedhoweveryuan,because,mainreasonisbetweenhotelindustrymaligncontendforunexpectedlybringaboutaverageroompricetoreduce,enterrateincreaseandincomereductivephenomenon,afterwatchofguestroomoverviewisadded.Achievementissatisfactory,butbeinusinsufficientlydeepalsoconsciousnessandexperiencearrive:1,flexibilityandinitiativearelackedontheservice;2,theequipmentageingoftelephoneexchangecreateslinenotfree,causeaguesttocomplainconstantly;3,individualnewemployeeoperatesinexperiencetoownjob;4,ageingofcopycatofbusinessaffairscenter,printer,duplicateandprintedresultarebad,affectedtheincomeofbusinessaffairscenterdirectly.Madenewsaleindexandtasktobusinessbranchaccordingtothehotel,itistwoyearstoantechamberministryimportantyear,finishthejobtocancooperatetosellaministry,makeaplanoftwoyearsofjobsespecially:1,continuetostrengthengroom,improvetheintegratedqualityofemployee,improveservicequality;2,stableemployeerank,reducetheliquidityofemployee;3,”ofsoftwareof“ofageingof“hardware”fills,throughimprovingaservicequalitymakesupfortheinadequacyofequipmentageing;4,theskillofcarryoutroomthatincreasesdownstagestaff,increasemedicinalpowderoftheguestenterrate,strivetofinishthesalejobofhotelmakeknowntolowerlevels.Beabouttobeginonenewyear,antechamberministryfacultywillprovidethemostexcellentservicewithXiangBinofnewspiritualoutlookandrealoperation’sguest,carryout“guestconsummate,servethepurposeofthefirst”.
FM201*|PES201*|FIFA
扩展阅读：酒店前厅部工作总结
酒店前厅部工作总结
08年是酒店不平凡的一年，从酒店改制以来前厅部积极配合营销部接待了各种不同类型和规模的会议，最为显著的如荆河街道的会议接待，会议的成功接待得到了荆河街道领导的一致认可，付出总有回报员工的辛勤汗水终究换来了成功的结果，然而从会议接待中我们虽然取得了一定的接待经验，但是还存有一定的不足，服务的被动性，一切的工作没有想在客人之前去完成，也看出了我们的不足。鉴于此情况在今后的工作接待中我们将总结过去丰富的经验，取长补短，将今后的接待工作做的更好更规范，并打造出自己的品牌。
一年之季在于春，一日之计在于晨，根据酒店行业发展的变化，在住房的淡季配合房务部，推出了一些优惠活动。除了在价格上的优惠外，还给客人免费赠送水果，其前提是在价格150元以上的住客，其次满100元房价住8次以上的客人，在下次入住时将免费赠送一天，前提是同一个的证件，目的是拉更多的回头客，让客人再次光临，这些优惠活动，得到了客人的一致认可，同时也使酒店得到了一定的经济效益，做到了人气的有增无减。
前厅部即是酒店的销售窗口，在房价的推销上尤其是让接待员掌握一定的销售技巧，怎么才能把我们的服务出品销售出去，这就要我们的接待员在推销上掌握一定的技巧，在价位上按照从高到低的顺序进行，但往往我们在此方面还很欠缺，意识淡薄，没有意识到工作的重要性，客人来了只是机械性的去介绍，出售，这是远远不够的，甚至在软件服务上也不是很灵活很主动，为此让接待员学会去推销是工作的重中之重，让他们把酒店最好的出品推销给客人，而又让客人乐于接受，这是一个技巧，在今后的工作中作为重点进行执行。
从一年来的工作观察来看，从行李生到前台接待岗位，服务均缺乏一种酒店从业人员具有的主动性与热情程度，客来没有迎声，客问没有答声，客走没有送声，这是最基本的。而是最不应该犯的错误，当然还是有些员工做的比较好。在今后的工作中。作为前厅部各岗位人员均要按照培训的标准做到微笑、礼貌、热情、周到以高度的责任心，来赢得更多的回头客。
酒店从业人员更换频繁，总不时有新鲜的血液补充进来，今年前台接待员新增人员较多，培训后的新员工业务知识和自身素质标准不一，在此情况下根据工作需要对前台接待，行李生等进行一次面的业务知识与技能操作的培训与大比武。其目的是牢固树立员工工作，深化业务知识，更好的开展工作。
酒店大堂副理是收集客人意见、处理客人投诉的中枢环节，是问题的协调者，为更好的了解和收集客人的有利信息。大堂副理每天不定时的对住客房进行拜访，形式以电话拜访和登门拜访为主，对客人反馈的一些意见和建议积极予以采纳和解决，为酒店以后的良好发展奠定了基础。
金钥匙服务学习归来后，由于自己对金钥匙专业知识的缺乏，在工作中没能充分的发挥金钥匙的个性化服务，在本酒店也没能很好的发展金钥匙队伍。在来年的工作中作为重点将其发挥到最大化
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