篇一 :20xx年酒店前台月工作总结

十一月份工作总结

十一月份工作中客流量并不大,由于季节性的到来等因素,完全的进入到了 淡季。虽然面对淡季的到来,我们也不能时刻放松警惕,一定要保持一个“空杯”心态多学习,加强自身业务水平,认真、用心做好每一天的工作。

再过去的这一个月我们在工作中还有很多做的不到位的地方,同样也有突出之处。人员不断更换的情况再这个月得到了缓解,基本上这个月比较稳定,我们克服了种种困难,使前台部的工作逐步走入了正规。这个月我们一同克服困难、团结进取,基本完成了酒店交给的各项接待任务。

下来我将十一月工作做以下几点总结:

一、加强自身学习,调整工作心态,要对工作充满热情;

因为现在是酒店的淡季所以上班期间我也要利用好空闲时间努力学习提高自己的服务质量,做到做事麻利,有效率,不出差错。服务态度要良好,接待客人要不断积累经验,要给客人留下良好印象。接电话时,也要不断提高用语技巧;巧妙的问答客人。尽量让每一个客户满意。我在工作中学习,再工作中进步。

二、注重与各部门的协调工作,根据每日房态进行开房退房工作。

我们酒店就像一个大家庭,部门与部门之间在工作中难免会发生磨擦,协调的好坏在工作中将受到极大的影响。前厅部是整个酒店的中枢部门,它同餐饮、客房等部门都有着紧密的工作关系,虽然我们只有早餐,但是如出现问题,我们都必须要主动地和各部门进行协调解决,避免事情的恶化,因为大家的共同目的都是为了酒店的效益,不解决和处理好将对酒店带来一定的负面影响。

…… …… 余下全文

篇二 :酒店前厅部月工作总结

在x月份工作中客流并不大,由于季节性的到来等因素,完全的进入到了淡季,面对淡季的到来,我们在x月份工作中还有很多做的不到位的地方,同样也有突出之处,改进错误的工作。

卫生:前厅,在卫生方面应该是一项常抓不懈的工作,在中班重逢时对前厅外围墙面,鱼池,转门的清理并进行保养,对外围玻璃上的胶布与工程部配合进行处理,对后厅的外围卫生同样去坚持去做好,按照周计划卫生进行打扫,要求领班每天安排需做卫生,对一号电梯的护理和每日的日常卫生在客人下楼不忙的情况下要及时的去查看与清理,夜班对琉璃灯玻璃球的清理。男宾将一更的地面不锈钢处用起蜡水进行清理,效果非常的好,由于很长时间没有清理发费的时间也较长,对水区的地面进行了全面的刷洗,效果也是很明显的,由于地面的吸物性较强,刷洗后很快又渗透进去,要求夜班分区进行刷洗。对男宾的公区卫生东步梯进行刷洗并保持很好。对卫生间的卫生进行检查登记,巡查记录本,并规定时间进行清理,除异味。对合作部门的卫生要求,大池每日二次的里外清理,上午十点,晚上一点以后刷洗。并由领班监督,主管上班检查。以达到更好的洗浴环境。

纪律:前厅在夜班中出现的违反公司纪律员工较为严重,出现脱岗,坐岗现象,给工作带来许都的负面影响,对晚班员工进行罚款和教育,对领班处连带处罚,加强对夜班工作的监管,并规定夜班员工叠毛巾不允许坐岗叠,对坐岗,脱岗,睡岗的员工处以50元以上罚款,领班连带,领班出现以上情况降级或打回试用期,得到了相对应得控制,我们还得继续加强监管员工的工作,培养领班的自我约束意识。体现前厅的基本素养,曾强集体荣誉感。男宾,在整体上来说还是较好,在本月出现一名员工穿便装进入营业区,当场进行罚款处理。一名员工出现偷吃鸡蛋当场罚款处理,无其他纪律情况出现,对合作部门的纪律约束,在上班期间不允许在营业区乱站乱靠现象,不允许在里面抽烟,出现违反纪律最底50元罚款。

…… …… 余下全文

篇三 :酒店前厅部5月份工作总结

XX大酒店前厅部5月份工作总结

自4月x日开业以来,XX大酒店前厅部从只有临时收银人员到组建了专门的工作班子,从刚开始营业时客房的低价卖出到现在的灵活喊价,从一开始对出现纠纷的不知所措到现在处理问题的有条不紊,我们克服了种种困难,使前厅部的工作逐步走入了正规。在人员不断更换的情况下,所有的员工仍然能够克服困难、团结进取,基本完成了酒店交给的各项接待任务。

这个月以来,我们做好了以下几项工作:

一、组建了前台工作班子

现在前台有4人,实行早中晚三班制轮换。早晚班各一人,中班两人。

二、注重与各部门的协调工作,根据每日房态进行开房退房工作。

酒店就像一个大家庭,部门与部门之间在工作中难免会发生磨擦,协调的好坏在工作中将受到极大的影响。前厅部是整个酒店的中枢部门,它同餐饮、销售、客房等部门都有着紧密的工作关系,如出现问题,我们都要能主动地和该部门进行协调解决,避免事情的恶化,因为大家的共同目的都是为了酒店,不解决和处理好将对酒店带来一定的负面影响。

三、解决纠纷,处理问题,服务至上

由于酒店一些设备老化造成客人入住时的一些不便,时常引起客人投诉。对于这些出现的纠纷和问题,前厅部沉着应对,积极、及时、妥善地解决。对于个别客人的刻意刁难,我们也做到了忍耐的同时,微笑的赔不是,时刻以维护酒店的名誉为前提,尽量使客人能够满意。

…… …… 余下全文

篇四 :酒店前厅部月工作总结

In X month job passenger flow is not large, wait for an element as a result of seasonal arrival, entered completely off-season, face off-season arrival, we still have a lot of a lot places that do not reach the designated position in X month job, also have prominent place likewise, improve wrong work. Wholesome: Antechamber, in wholesome respect should be one often grabs indefatigable job, right when middle shift meet again antechamber periphery metope, piscine pool, of revolving door clear and undertake maintaining, the adhesive plaster that goes up to periphery glass and engineering department cooperate to undertake handling, the periphery sanitation of the hall after be opposite insists to had been done likewise, delimit according to Zhou Ji sanitation undertakes cleaning, requirement foreman is arranged everyday need to do sanitation, to an elevator nurse and should be examined in time below the circumstance that daily daily sanitation noes hurry in the building below the guest with clear, evening shift is right of ball of glass of coloured glaze lamp clear. Male guest will one more ground stainless steel is in undertake clearing with water having candle, the effect is exceedingly good, because a long time is tonsorial without Qing Dynasty the time of cost is longer also, undertook comprehensive scrub to the ground of water district, the effect also is apparent, the suction as a result of the ground content sex is stronger, scrub hind is permeated very quickly again go in, partition of requirement evening shift undertakes scrub. Wholesome to the general area of male guest east pace ladder undertakes scrub and keep very good. Undertake checking registering to the sanitation of toilet, minute book of go on a tour of inspection, set time to undertake clearing, divide peculiar smell. To the wholesome requirement of cooperative branch, big pool is daily quadratic inside and outside clears, in the morning at 10 o’clock, in the evening after scrub. Supervise by foreman, be in charge of examination going to work. In order to achieve the better environment that wash bath. Discipline: ? Does シ of Nai of value of You of humorous of Di of arch of scar  show off hang down it is good that  bright spits a bit exhausted そ to hold  to show parent of envy of Ji of green of  of Man of ぷ of  of  of Xi of obstruct of know well of  of  of grave of fast of sluggish of You of stand upright  crab of  of exhausted そ of Beng of Gang of Yun of  of Shan postscript Yu? Li escapes in vain Kang of care of  of # of Ψ of  of  of onlying α of a bow drawn to the full of   another name for Guangdong Province breaks  of Chen of brightness city of Yu of  of  of exhausted さ of Beng of arch of ㄒ of Suo of ⒐ of  of Sao of rostellum of collect of Jian of arch rostellum ぷ to closely question   slaughters  of  of grave of fast of  grave  closely question head is exhausted, foreman is implicative, foreman appears to above circumstance demotes or hit a probation, got deserveding relatively controlling, we still must continue to strengthen the job of superintendency employee, the ego that fosters foreman restrains consciousness. Reflect the main accomplishment of antechamber, honor of Ceng Jiang collective feels. Male guest, come on whole it is better still to say, appear this month an employee wears dishabille to enter business area, undertake fining handling on the spot. A staff appears eat an egg stealthily to fine processing on the spot, without other discipline) the case appears, to the discipline tie of cooperative branch, do not allow to stand to rely on a phenomenon in disorder in business area chaos during go to work, do not allow to smoke inside, appear disobey discipline most the bottom fines 50 yuan. Service: The comparison that antechamber new employee enters is much, go up in each business or be deficient in somewhat, also reflect on the service went out to make insufficient, be like: Both hands receiving silver gives thing, receive thing, those who serve term is non-standard, go using simple exercise way and working station foreman to guide in the meeting before the class, to new employee

…… …… 余下全文

篇五 :酒店前台月工作总结范文

酒店前台月工作总结范文

不知不觉中,转眼1个月又结束了,这半个月使我改变了很多,也学到了很多,初入社会更多遇到的问题和需要学的是人际交往的能力。

经朋友介绍,我按期来到方圆快捷酒店工作,带着对第一份工作的热情,我走上了我人生的第一个工作岗位——前台接待,方圆快捷酒店共145间房,相对郑州来说客房间数还算不错的对于每个酒店来说都是一样的,前厅部是整个的酒店的核心,也应该是酒店的脸面,因此对于工作人员的要求比较高,尤其是前台接待,形象是一方面,另外个人素质也是很重要,个人素质包括语言能力和接人待物的应变能力,以及处理突发事件的态度,是整个酒店的信息中心,绝大部分的客人从这里获取酒店的信息,所以工作人员必须对酒店的信息有很好的了解。总结起来可以用以下五条来阐述:

1、礼貌、礼仪。包括:怎样微笑、如何为客人提供服务、在服务中对客语言方面等。

2、前台人员也因该的楼层人员共同合作、团结起来这样才有利于酒店的利益。

3、前台业务知识的培训。主要是日常工作流程,前台的日常工作很繁琐,大致分为三方面,即位客人办理入住登记在客人住店期间为客人提供的一系列服务包括行李寄存,问询,最后是为客人办理核对信息并与客人交流。

…… …… 余下全文

篇六 :酒店前厅部工作总结

Had gone two years, in this year, big public house of open waters of sea of 1000 islands lake falls in the joint efforts of fluctuation, management outstanding achievement had bigger promotion. Old hall undertook update and be transforminged, make the service project of the hotel more perfect, load a broadband to guest room of 5F, 6F at the same time, satisfied the requirement of guest of more business affairs. All these brought opportunity of survival and hope to the hotel. Of the level of service of perfect, employee of the project of newer, service of hotel facilities rise further, make my hotel had taller reputation in hotel industry. These active management that are store level leader and all hotels are departmental the effort of door employee is not divided. So the hotel pays attention to the cultural and ideological progress of employee relatively, come this year below the circumstance that antechamber ministry changes ceaselessly in personnel, all employee still can overcome enterprising of difficult, solidarity, the satisfactory hotel that finish gives each welcome the job, annual welcomed VIP group in all, the conference countless, in whole in recieving a process, get of the guest reputably, come one year antechamber ministry has done the following works: One, strengthen vocational training, raise ministry of employee quality antechamber to serve as the appearance of the hotel, every employee should confront a visitor directly, the working manner of employee and service quality report give the service level of a hotel and level of management, because of this pair of employee the working key that grooming is us, will make in the light of 5 branch this year groom in detail plan: Be aimed at telephone exchange, we undertake skill grooms receiving audition phone language; The baggage that is in in the light of baggage is carried and check service undertakes grooming; The ceremony courtesy of dest clerk and skill of carry out room groom; Especially all to antechamber ministry employee will undertake the foreign language of a month grooms is as long as July this year, judge check to lay next certain foundations for the star this year, just can let employee have on skill of Wu of professional knowledge kimono through grooming only rise further, gift is nicer provide excellent service for the guest. 2, engraft to employee “ broaden sources of income and reduce expenditure, add close cut down expense “ consciousness, control good cost “ broaden sources of income and reduce expenditure, add close cut down expense “ it is every enterprise not arrowy pursuit, antechamber department employee answers the call of the hotel actively, begin managing, cut down expense activity, control good cost. For managing charge, antechamber him ministry buys plastic basket to hold the key of the group, reduced the use amount of key bag and room card, to the hotel managing charge (no matter be a group,still come loose so guest, every room must fill in to the room gets stuck and use key bag, after using room card and key bag through group house, saved cost greatly, the room blocks 0.18 yuan / piece, key bag 0.1 yuan / , everyday group house 100 above, a year but the fee with managing bigger brushstroke) ; Business affairs center is used expire forms for reporting statistics will print draft paper; Supervise and urge the employee of accommodation is managing with water and electricity; Control good office articles for use, had used each each pieces of paper, pen. Pass these control, achieve for the hotel close make the contribution with antechamber due ministry. 3, the sale consciousness that strengthens employee and sale skill, rise to lead antechamber ministry basis market condition, actively is advanced medicinal powder guest room sale, come this year the hotel rolled out a series of plan of guest room sales promotion if: The sales promotion activity such as 1000 yuan of certificate of fan room, integral card, acting gold, card, dest clerk is in hotel privilege policy while mix according to market level that day enter a circumstance to master house price neatly, come loose downstage the

…… …… 余下全文

篇七 :20xx年酒店前厅部工作总结

20xx年工作总结

在总经理的正确指导下,在各部门的团结协作、精诚配合下,酒店今年又迎来一个新的创新年,不管是在社会效应还是经济效应上都取得了可人的成绩。

前厅部作为酒店的一线部门,承担着营销和服务两大重任,20xx年在总经理的大力领导和支持下,在各部门的配合下,在部门员工的共同努力下,前厅部以销售、服务为主,从重视培训、日常学习、强化业务水平、降低经营成本、关心员工思想动态、提升员工工作环境等方面着手开展了工作,较好的完成了20xx年经营任务,各项工作也取得了显人的成绩,现就20xx年的工作做如下总结:

一、经营情况

1、客房整体经营

在总经理的正确领导下,20xx年共接待国内宾客 人/次,出租客类客房 间,其中接待团队 个,会次 个,大型国内、国际赛事3个,接待国家各级部委、省市VIP接待数 次,8月日我酒店有幸接待了中共、中央政治局委员、常委。第十届、十一届全国政协主席贾庆林,为我酒店取得了良好的社会效应。7月x日出租客房194间,出租率137.6%,当日客房营业收入更是突破10万元大关。

2、自入散客、高价房销售

为充分发挥前厅部客房销售的作用,今年酒店为前厅部制定了较好的政策,给予前厅部自入散客、高价房销售奖励。为调动员工积极性、发挥员工销售潜能部门对销售业绩进行了多销售多得的分配方案,大大提高了员工销售意识。部门定期组织客房销售培训,针对不同日期、不同时段、不同季节、不同客人针对客人的需求给员工寻找销售点,大大增加员工销售成功率。

…… …… 余下全文

篇八 :20xx年酒店前厅全年工作总结

前厅部20xx年度工作总结

今年是我酒店改革进取的一年,在这一年中,前厅部在酒店领导的带

领和各部门经理的配合,在部门全体员工的团结协作和共同努力下,我们无论是在工作氛围、精神面貌和服务质量,还是在服务创新等方面,都得到了一定提升。

一、今年工作完成情况

(一)、经营方面

1、客房经营情况

在酒店全体同仁的共同努力之下,酒店经营持续升温,特别是客房

经营更是不断刷新历史记录,先是7月1日,单日客房营收突破80633 元大关,8月份营业收入单月突破156万元。全年共接待宾客 人次,出租各类房 间,其中接待团队305个,会议160个,接待国家部委,省市各类VIP接待数十次,取得了良好的社会效益。

2、自入散客销售

今年前厅部自入散客销售取得了可人的成绩,全年前厅部自入散客销售

达到 元 ,四月份开始,酒店整体的房价有了提升,尤其是商务房型在没有太大优势的情况下房价比之前高出好多,从而加大了客房销售的难度。部门对员工加强了房型、房价的培训,共同交流销售技巧,努力扩大销售。首先是推销酒店对住客的免费服务项目,并告知其项目只对住店客人提供,让客人觉得物超所值。在销售房间的过程中,通过与客人的接触,拉近了与客人的距离,在提升了服务质量的同时也转变了大家的服务理念。部门管理人员亲自抓销售,部门今年自已接入多个单位(国家审计署驻兰州特派员办事处,天津中油,上海壹站广告公司,中铁二局)接待,且用房数较多,最多的当天用房数超过80间,为完成前厅部自入散客的销售做出了一定的努力。

…… …… 余下全文