酒店前厅部5月份工作总结.doc

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1、酒店前厅部5月份工作总结酒店前厅部5月份工作总结酒店前厅部5月份工作总结ThejobwillsumupministryofantechamberofXXbigpublichouseMayfromApril31sincepractice,ministryofantechamberofXXbigpublichousefromstopsilver-coloredstafftotemporarilyonlyestablishedspecialworkingteam,fromjustbeginningtodobusinessthelowofguestroomsellsgooutpresentcallva

2、lueneatly,fromrightatthebeginningtheisatalosstohandleanissuetonowinanorderlywayofoccurrencedispute,weovercameavarietyofdifficulty,makethejobofantechamberministrywentstagebystagenormal.Belowthecircumstancethatchangesceaselesslyinpersonnel,allemployeestillcanovercomeenterprisingofdifficult,solidarity,

3、finishedahotelbasicallytogiveeachwelcomethejob.Sincethismonth,wehaddonethefollowingworks:One,establisheddownstageworkteamtothereare4peopledownstagenow,executeearlyinrotateoflatethree-shiftsystem.Classofmorningandeveningeachoneperson,middleshifttwopeople.2,payattentiontotheharmoniousjobwithdepartment

4、aldoor,undertakeaccordingtodailyroomconditiontheroomquitsroomjob.Thehotelresemblesabigfamily,thehardtoavoidinworkingbetweenbranchandbranchcanhappengrind,harmoniousstandorfallisaffectedinworkinglieutenantgeneralbyhuge.Antechamberministryisthecentrebranchofwholepublichouse,itishavingcloseworkingrelati

5、onshipwiththebranchsuchasmeal,sale,guestroom,belikeoccurrenceproblem,weshouldundertakecanactivelyharmonysettlementwiththisbranch,avoiditsaggravation,becausecommongoalofeverybodyisforthehotel,benotsolvedandhadhandledthenegativeeffectwithwillbebroughtcertaintothehotel.3,settledispute,handleanissue,the

6、serviceisconsummateafewinconveniencewhenasaresultofthehotelageingofafewequipmentcausesaguesttobeentered,causeaguesttocomplainconstantly.Tothedisputethattheseoccurrenceandproblem,antechamberministryisadcool-headedanswer,groundofactive,seasonable,appropriateissolved.Tothesedulouscreatedifficultiesfors

7、bofindividualguest,whilewealsoachievedtolerance,ofthesmileapologize,alwaysbepremiseinordertodefendthereputationofthehotel,makeasfaraspossibleguestcansatisfactory.Inobtainresultwhile,becausethefluidityofantechamberdepartmentstaffismixed,wealsoshouldrealizedeeplynotprofessional,withetcafewreasons,west

8、illareexistinginthejobalotofproblems.One,thedevoidtotalstagethatthesmileservesinsiststodogood inroutine3meetings ,whenencounteringaguestnamely,greetingofmeetingsmile,meeting,meetingiscommunicated.Theserviceneedstosmile,casttotheguestfrombeginningtoendonlyinordertosmile,theservicejustfillsleaseoflife

9、,theguestcanexperienceustodelivertheservicefromtheheart.Andenterhotelwhentheguestwhen,guestofappellationofactive,enthusiastic,affectionately,thecommunicationofgreetingandlanguagemorepullclosethedistanceofweandguest.Butouremployeehasnotaccomplishedhourtohangthesmileontheface,openaroomtoalsodonotsayma

10、ndarintotheguestsometimes.2,becausethelackthatsellsskilllacksprofessionalaccomplishment,ouremployeesellsskillrespecttostillbedeficientinsomewhatinguestroom.Shouldbeindownstagehotelprivilegepolicywhile,mixaccordingtomarketlevelthatdayenteracircumstancetomasterhousepriceneatly.Itisgoodtostillanswertob

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12、dcooperatetogoupdepreciateactivelytarryguest.3,becausetheflawoffinancialhandovertheaccountsopensroomFM2022|PES2022|FIFAtechnologicalprocessdownstageitishandwrittenfinish,amongthemfactitiousmaneuverabilityisbig;ComputerprogramalsobecauseberevisedOKandartificiallyatwillandcannotfishdriveshousemeasurea

13、ndpriceactually;Thisisputintheholewithverybigmoveamongthem.BeIedhopeouremployeenevergetspettyaction,embezzlemoneyfromwhich.Butbereadyforanyeventuality,theflawofdownstagefinanceaffairsshouldassoonaspossibleoftryeverymeansfillrise.Toimproveourworkingqualityfurther,cooperatetosellanassignmentofthesalet

14、hatfinish,raiseapublichousemedicinalpowderguestroomsaleprice,moreappropriategroundhandlesallsortsofissues,inviteeachguestcanwhileinhighspiritsandcome,satisfactoryandreturn,westillneedtokeephard,itisbettertoaccomplish!One,strengthenvocationaltraining,improveemployeequality,improveservicequality;Antec

15、hamberministryservesastheappearanceofthehotel,everyemployeeshouldconfrontavisitordirectly,theworkingmannerofemployeeandservicequalityreportgivetheservicelevelofahotelandlevelofmanagement,becauseofthispairofemployeetheworkingkeythatgroomingisus,justcanletemployeehaveonskillofWuofprofessionalknowledge

16、kimonothroughgroomingonlyrisefurther,giftisnicerprovideexcellentservicefortheguest.2,stableemployeerank,reducetheliquidityofemployee;3, ofsoftwareof ofageingof hardware fills,throughimprovingaservicequalitymakesupfortheinadequacyofequipmentageing;4,theskillofcarryoutroomthatincreasesdownstagestaff,i

17、ncreasemedicinalpowderoftheguestenterrate,strivetofinishthesalejobofhotelmakeknowntolowerlevels.WasabouttobeginnewlyinJanuary,antechamberministryfacultywillprovidethemostexcellentservicewithXiangBinofnewspiritualoutlookandrealoperationsguest,carryout guestconsummate,servethepurposeofthefirst ,forthe

18、happinessofthehoteltributewillgivehispowertomorrow.FM2022|PES2022|FIFA扩展阅读：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31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

19、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

20、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。在取得成绩的同时，我们也要深刻地意识到由于前厅部人员的流动性和不专业性，以及其他一些原因，我们在工作中仍然存在着很多问题。一、微笑服务的缺乏总台在日常工作中坚持做好“三会”，即遇到客人时，会微笑、会问候、会沟通。服务需要微笑，只有始终向客人投以微笑，服务才充满生机，客人会感受到我们发自内心的服务。而当客人一进入宾馆时，主动、热情、亲切地称呼客人，一声问候与语言的沟通更拉近我们与客人的距离。但我们的员工还没有做到时刻把微笑挂在脸上，有时给客人开房也不说普通话。二、销售技巧的缺乏由于缺乏专业素养，我们员工在客

21、房销售技巧方面还有所欠缺。前台应在酒店优惠政策的同时，根据市场行情和当日的入住情况灵活掌握房价。前台还应和保安提前做好沟通，加深配合默契，坚持“只要到前台的客人，我们都要想尽办法让客人住下来”的宗旨，由前台喊高价格，若客人嫌房价太贵转身离开时，保安应配合上前主动降价留住客人。三、财务交账的漏洞由于前台开房流程都是手写完成，其中人为可操作性大；电脑程序也因为可以人为的随意修改而无法查出实际开房数量和价格；这其中就存在着很大的漏洞。所幸我们的员工从不搞小动作，从中贪污金钱。但以防万一，前台财务的漏洞应尽快想方设法的补起来。为了进一步提高我们的工作质量，配合销售部完成销售任务，提高酒店的散客房销售价

22、格，更加妥善地处理各种问题，让每一个客人都能乘兴而来，满意而归，我们还需不停地努力，做到更好！一、加强业务培训，提高员工素质，提高服务质量；前厅部作为酒店的门面，每个员工都要直接的面对客人，员工的工作态度和服务质量反映出一个酒店的服务水准和管理水平，因此对员工的培训是我们的工作重点，只有通过培训才能让员工在业务知识和服务技能上有进一步的提高，才能更好的为客人提供优质的服务。二、稳定员工队伍，减少员工的流动性；三、“硬件”老化“软件”补，通过提高服务质量来弥补设备老化的不足；四、提高前台员工的售房技巧，增加散客的入住率，力争完成酒店下达的销售任务。新的一月即将开始，前厅部全体员工将以新的精神面貌和实际行动向宾客提供最优质的服务，贯彻“宾客至上，服务第一”的宗旨，为酒店的美好明天贡献出自己的一份力量。第 8 页 共 8 页