某酒店前臺(tái)工作總結(jié)

某酒店前臺(tái)工作總結(jié)

Howdoesdownstagejobsummarykeepthepublichouse?Theindividualthinks,whenthehoteliswritingthejobtosumupdownstage,answeraroundmoveservice,smilethesetwokeywords.Itismuchmoreprofitlesstosay,haveapublichousebelowdownstagejobsumsupmodelessay,offerreferenceonly.FromtheschoolgraduationcomesguesthouseofabroadseaXixiworks,accomplishdownstageclerkfromclerkofaguestroom,untilriseforoldhallassistantmanager,acquiredtheknowledgethatdoesnothaveonbookmoreverymuch.Itismebelowthejobsummedupfirsthalfoftheyear201*:Serveasthewindowofthehoteldownstage,itisthefirstimpressionthatthehotelgivesavisitor.Aboveallweshouldmaintainourbestimage,areaareaissmile,bouncy,withusthemostbeautifulonesidegreetsavisitor,leteveryguestwalkintoahoteltobeabletoexperienceoursincerityandpassion.Next,paycloseattentiontoguestbefondof.Whentheguestwalksintoahotel,wewanttosayhellotoactively,whenappellationguest,ifbefrequentvisitorisaboutaccuratewithoutthefullnamethatspeaksaguestbyaccidentandpost,thisareveryimportant,guestmetwhatexperiencehisforthisrespectandbetakenseriously.Wegathertheinformationsuchasbefondofoftheguest’shabitsandcustoms,individualeven,dohisbestcontentedguest,inviteguestliveeverytimeinn,canexperienceaccidentsurprise.Again,providepersonalizedservice.Whentheguestdealswithformalities,wecancareaguestmore,askaguestmore,ifbenonlocalguest,canexplainlocallocalcustomsmoretothem,introducetheseatofstation,bazaar,touristattractionactivelyforthem,enquirewhethertheguestisfatigue,apacedoesaceadd,whentheguestreturnsahouse,guestroommaketheroundsofthewardsneedstoawaitafewminutes,donotletagueststandingatthismoment,askaguesttositdowntowaitabit,activeinquiryguestliveshoworitisrightthehotelhaswhatopinion,donotletaguestfeeldesolatehe.Communicatefurthercanmakeguestmuchportionsweet,avarietyofdiscomfortthatalsocaneliminateguesttobeencounteredintheplaceinthehotel.Finallyalsoisthemostimportant,thesmileserves.Incommunicatingaprocesswiththeguest,wanttopayattentiontoceremonycourtesy,whenchattingwiththeguest,lowerone’sheadandoftenstaringataguestcontinuouslyisclodhopping,shouldmaintainwiththeguesttime-intervalgroundexchangesalook.Wanttolistenattentivelytotheguest’sopinionmore,donotbreakguesttalk,theotherwiseinlisteningattentivelytobreaksbeck,inordertoshowtherespecttotheguest.Faceaguesttowanttosmile,specialwhenofferringcriticismtouswhentheguest,wemustmaintainsmile,guestangerisagaingreat,oursmilealsocangiveguest“putoutafire”,alotofproblemsalsoaremetbereadilysolved.Multi-purposeandcourteousdiction,treatguesttowanttodoarrivaltogreetsoundfromtimetotome,gotosendsoundfromtimetotome,thereshouldbeexcusereputationwhentroublesomeguest.Whenwiththeguestthedialogshowsanissue,donotarguewiththeguest,beguestfault,alsowanttocertainpatienceexplainstohim.Wantustomaintainasmileonly,withrespecttotheresultthatcangetexpecttobelessthan.Ithink,payattentiontodetailonly,makefrombagatelle,makefromtheabit,abilitycanmakeourjobmoreexcellent.Inthejob,seemixedguestinandouteveryday,providedifferentserviceforthem,solvevariousproblems.Worksometimesverytiredreally,butIfeelverycontentedhowever,veryhappy.Iveryrejoicetooneselfcanwalkupdownstagethisonepost,thejobthatalsoisoneselffeelsclinkingpride,mytruehimpassionpost,inthefollowingjob,Icandogoodindividualjobtoplan,cancreateherehardpiecethosewhobelongtooneselfisbrilliant!

FM201*|PES201*|FIFA

擴(kuò)展閱讀：某酒店客房工作總結(jié)

某酒店客房工作總結(jié)

伴隨著新年鐘聲的敲響，我們告別了競(jìng)爭(zhēng)激烈、碩果累累的二零零四年，滿(mǎn)懷熱情地迎來(lái)了光明燦爛、充滿(mǎn)希望的二零零五年。在年終之際，對(duì)客房部一年所作的工作總結(jié)匯報(bào)如下：

一、201*年度客房完成的營(yíng)業(yè)總額是萬(wàn)，月均完成萬(wàn)，客房的出租率為，各項(xiàng)指標(biāo)較201*年有所上升，但離酒店下達(dá)的營(yíng)業(yè)指標(biāo)還有一定的距離。

二、本年度的具體工作：

1、前臺(tái)是酒店對(duì)外的窗口，為加強(qiáng)對(duì)前臺(tái)的規(guī)范化管理，本年度重點(diǎn)對(duì)前臺(tái)工作人員進(jìn)行了多次專(zhuān)業(yè)培訓(xùn)，包括服務(wù)意識(shí)、客房介紹與銷(xiāo)售、電話(huà)接聽(tīng)技巧等各項(xiàng)具體工作；堅(jiān)持每天對(duì)OK房進(jìn)行檢查；對(duì)客史情況進(jìn)行了收集整理，建立了完整的客史檔案。

2、為了給客人創(chuàng)造一個(gè)衛(wèi)生舒適的環(huán)境，樓層嚴(yán)格按照酒店衛(wèi)生標(biāo)準(zhǔn)，每走一客進(jìn)行布草更換，杯具、衛(wèi)生間堅(jiān)持消毒；在設(shè)備設(shè)施的維護(hù)與保養(yǎng)方面，對(duì)客房墻面進(jìn)行了全面清洗，保持地面的光亮；采取節(jié)約成本的措施，如把報(bào)損布草縫補(bǔ)好進(jìn)行利用等。

3、酒店于十月底對(duì)咖啡廳進(jìn)行改造，開(kāi)發(fā)安化擂茶特色經(jīng)營(yíng)項(xiàng)目，經(jīng)過(guò)前期人員培訓(xùn)、物品采購(gòu)、宣傳推廣等系列準(zhǔn)備工作，于十月二十八號(hào)正式對(duì)外營(yíng)業(yè)，從兩個(gè)月的市場(chǎng)推廣情況來(lái)看，客人逐漸接受安化擂茶，營(yíng)業(yè)額穩(wěn)步上升。

4、九月份酒店把PA部劃分由客房部管理，對(duì)PA人員進(jìn)行了調(diào)整、業(yè)務(wù)培訓(xùn)，明確了崗位職責(zé)，提高了工作積極性、責(zé)任心，酒店的衛(wèi)生情況煥發(fā)出新的面貌，較以前有了較明顯的進(jìn)步。

本年度在酒店領(lǐng)導(dǎo)指導(dǎo)下，部門(mén)所有人員共同努力，把“做好每天每一件事、接待好每天每一位客人”的服務(wù)理念深入各項(xiàng)工作，默契合作，追求完美，取得了喜人的成績(jī)，如員工拾金不昧的精神多次受到客人表?xiàng)�、熱情周到的服�?wù)態(tài)度得到了客人一致好評(píng)等。但工作中還存在一些不足，如服務(wù)意識(shí)、工作中處理問(wèn)題的靈活性等方面還有待加強(qiáng)，還需要在以后的工作中不斷改進(jìn)，自我完善。

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