酒店前厅部年终工作总结
第篇：酒店前厅部年终工作总结
2014年年里酒店努力营业绩较提升堂进行更新改造酒店服务项目更加完善时5f6f客房装入宽带满足更商务客需求酒店带生机希酒店设备更新服务项目完善员工服务水准进步提高酒店 酒店业较高声誉店级领导效理酒店部门员工努力分开酒店较注重员工精神文明建设年前厅部员断更换情况员工然够克服困难团结进取圆满完成酒店交项接务全年接vip团 会议数次整接程中受客评年前厅部做项工作：
加强业务培训提高员工素质
前厅部作酒店门面员工直接面客员工工作态度服务质量反映出酒店服务水准理水员工培训工作重点年针五分部制定详细培训计划：针总机进行接听电话语言技巧培训针行李处行李运送寄存服务进行培训接员礼节礼貌售房技巧培训特年七月份前厅部员工进行长达月外语培训年星评复核定基础通培训员工业务知识服务技进步提高更客提供优质服务
二员工灌输开源节流增收节支意识控制成
开源节流增收节支企业矢追求前厅部员工积极响应酒店号召开展节约节支活动控制成节约费前厅部购买塑料篮子装团队钥匙减少钥匙袋房卡量酒店节约费(原团队散客间房间必须填写房卡钥匙袋通团队房房卡钥匙袋节省费房卡018元张钥匙袋010元天团队房100间年节约笔较费)商务中心期报表印草稿纸督促住宿员工节约水电控制办公品张纸支笔 通控制酒店创收做出前厅部应贡献
三加强员工销售意识销售技巧提高入住率
前厅部根市场情况积极推进散客房销售年酒店推出系列客房促销方案：球迷房积分卡代金券千元卡等促销活动接员酒店优惠政策时根市
场行情日入住情况灵活掌握房价前台散客明显增加入住率提高强调接员：前台客想办法客住宗旨争取更入住率
四注重部门间协调工作
酒店家庭部门部门间工作中难免会发生磨擦协调坏工作中受极影响前厅部整酒店中枢部门餐饮销售客房等部门着紧密工作关系出现问题动该部门进行协调解决避免事情恶化家目酒店解决处理酒店带定负面影响
五加强类报表报关数理
前台公安局规定入住客进行入住登记输入电脑境外客资料通酒店报关系统时国家安全局出入境理科进行报关认真执行公安局发通知位住客贵重物品进行提醒寄存前厅部报表数指定专负责报表进行分类存档月统计报2014年客房收入2014年客房收入进行住房率增加
收入减少 元原酒店业间恶性竟争导致均房价降低入住率增加 收入减少现象客房简况表附
成绩喜足处深刻意识体会：
1服务缺乏灵活性动性
2总机设备老化造成线路畅时常引起客投诉
3新员工职工作操作熟练
4商务中心复印机印机老化复印印效果直接影响商务中心收入
根酒店营业部门制定新销售指标务2014年前厅部说重年配合销售部完成务特制定出2014年工作计划：
1继续加强培训提高员工综合素质提高服务质量
2稳定员工队伍减少员工流动性
3硬件老化软件补通提高服务质量弥补设备老化足
4提高前台员工售房技巧增加散客入住率力争完成酒店达销售务
新年开始前厅部全体员工新精神面貌实际行动宾客提供优质服务贯彻宾客服务第宗旨
第二篇：酒店前厅部工作总结
酒店前厅部工作总结
08年酒店年酒店改制前厅部积极配合营销部接种类型规模会议显著荆河街道会议接会议成功接荆河街道领导致认付出总回报员工辛勤汗水终究换成功结果然会议接中然取定接验存定足服务动性切工作没想客前完成出足鉴情况工作接中总结丰富验取长补短接工作做更更规范造出品牌
年季春日计晨根酒店行业发展变化住房淡季配合房务部推出优惠活动价格优惠外客免费赠送水果前提价格150元住客次满100元房价住8次客次入住时免费赠送天前提证件目拉更回头客客次光优惠活动客致认时酒店定济效益做气增减
前厅部酒店销售窗口房价推销尤接员掌握定销售技巧服务出品销售出接员推销掌握定技巧价位高低序进行方面欠缺意识淡薄没意识工作重性客机械性介绍出售远远够甚软件服务灵活动接员学会推销工作重中重酒店出品推销客客乐接受技巧工作中作重点进行执行
年工作观察行李生前台接岗位服务均缺乏种酒店业员具动性热情程度客没迎声客问没答声客走没送声基应该犯错误然员工做较工作中作前厅部岗位员均培训标准做微笑礼貌热情周高度责心赢更回头客
酒店业员更换频繁总时新鲜血液补充进年前台接员新增员较培训新员工业务知识身素质标准情况根工作需前台接行李生等进行次面业务知识技操作培训武目牢固树立员工工作深化业务知识更开展工作
酒店堂副理收集客意见处理客投诉中枢环节问题协调者更解收集客利信息堂副理天定时住客房进行拜访形式电话拜访登门拜访客反馈意见建议积极予采纳解决酒店良发展奠定基础
金钥匙服务学金钥匙专业知识缺乏工作中没充分发挥金钥匙性化服务酒店没发展金钥匙队伍年工作中作重点发挥化
第三篇：酒店前厅部年终工作总结
酒店前厅部年终工作总结
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 &ldquo broaden sources of income and reduce expenditure add close cut down expense &rdquo consciousness broaden sources of income and reduce expenditure of &ldquo of control good cost add close cut down expense &rdquo 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 groupstill 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 018 yuan piece key bag 01 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 guest had apparent addition enter rate rise somewhat emphasize dest clerk &ldquo wants downstage guest only we want the tenet that method lets &rdquo of guest take up one’s quarters strive for more live entering to lead 4 pay attention to the harmonious job hotel between departmental door to resemble a big family the hard to avoid in working between branch and branch can happen grind harmonious stand or fall is affected in working lieutenant general by huge antechamber ministry is the centre branch of whole public house it is having close working relationship with the branch such as meal sale guest room be like occurrence problem we undertake can actively harmony settlement with this branch avoid its aggravation because common goal of everybody is for the hotel be not solved and had handled the negative effect with will be brought certain to the hotel 5 strengthen of all kinds forms for reporting statistics to reach declare at customs the management of data is downstage the visitor that enters to every according to the regulation of public security bureau undertakes registering input computer the cable concern interconnected system that the data of the guest outside the condition adopts a hotel is seasonable to national security bureau division of discrepancy condition management undertakes declaring at customs carry out the announcement that public security bureau allots seriously live to every the guest’s valuable undertakes remindful check all forms for reporting statistics and data appoint antechamber ministry person specially assigned for a task is responsible undertake classified filing to forms for reporting statistics and every months of statistic appears in the newspaper guest room income and income of two years of guest room undertook contrast 2014 housing rate increased but income decreased however yuan becausemain reason is between hotel industry malign contend for unexpectedly bring about average room price to reduce enter rate increase and income reductive phenomenon after watch of guest room overview is added achievement is satisfactory but be in us insufficiently deep also consciousness and experience arrive 1 flexibility and initiative are lacked on the service 2 the equipment ageing of telephone exchange creates line not free cause a guest to complain constantly 3 individual new employee operates inexperience to own job 4 ageing of copycat of business affairs center printer duplicate and printed result are bad affected the income of business affairs center directly made new sale index and task to business branch according to the hotel it is two years to antechamber ministry important year finish the job to can cooperate to sell a ministry make a plan of 0 years of two jobs especially 1 continue to strengthen groom improve the integrated quality of employee improve service quality 2 stable employee rank reduce the liquidity of employee 3 &rdquo of software of &ldquo of ageing of &ldquo hardware &rdquo fills through improving a service quality makes up for the inadequacy of equipment ageing 4 the skill of carry out room that increases downstage staff increase medicinal powder of the guest enter rate strive to finish the sale job of hotel make known to lower levels be about to begin one new year antechamber ministry faculty will provide the most excellent service with xiang bin of new spiritual outlook and real operation’s guest carry out &ldquo guest consummate serve the purpose of the first &rdquo
第四篇：2014年酒店前厅部工作总结
2014年酒店前厅部工作总结
had gone 2014 in this year xx big public house manages next having of company and xx company jointly in xx bigger change the capital with two devoted and many partner undertook update and be transforminged to facilities of hotel part facilities bedraggled and old 3 buildings do business through decorating those who made up for hotel recreation project is vacant make the service project of the hotel more perfect be aimed at the problem of guest room peculiar smell through opening a window ventilated got essential settlement at the same time old to guest room tv undertook updating &hellip&hellip 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 the best result that throughout history obtains in making xx big public house criticizes review a case in which a death sentence has been passed by a lower court in the star 2014 the 2nd make xx big public house 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 created good life vacuum to employee transform the washhouse of the hotel the amphibious room of a capacious employee diningroom and employee activity acquired the recreational project such as card of pingpong pingpong desk chess begin each race for many times the constitution that enhanced employee namely abounded the spare life of employee again the hotel still went to installation of solar energy hot water employee dormitory solved the problem that employee winter bathes all these employee can pass serious work to sign up for a hotel back and forth only 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 4 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 &ldquo broaden sources of income and reduce expenditure add close cut down expense &rdquo consciousness broaden sources of income and reduce expenditure of &ldquo of control good cost add close cut down expense &rdquo 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 groupstill 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 018 yuan piece key bag 01 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 guest had apparent addition enter rate rise somewhat emphasize dest clerk &ldquo wants downstage guest only we want the tenet that method lets &rdquo of guest take up one’s quarters strive for more live entering to lead 4 pay attention to the harmonious job hotel between departmental door to resemble a big family the hard to avoid in working between branch and branch can happen grind harmonious stand or fall is affected in working lieutenant general by huge antechamber ministry is the centre branch of whole public house it is having close working relationship with the branch such as meal sale guest room be like occurrence problem we undertake can actively harmony settlement with this branch avoid its aggravation because common goal of everybody is for the hotel be not solved and had handled the negative effect with will be brought certain to the hotel 5 strengthen of all kinds forms for reporting statistics to reach declare at customs the management of data is downstage the visitor that enters to every according to the regulation of public security bureau undertakes registering input computer the cable concern interconnected system that the data of the guest outside the condition adopts a hotel is seasonable to national security bureau division of discrepancy condition management undertakes declaring at customs carry out the announcement that public security bureau allots seriously live to every the guest’s valuable undertakes remindful check all forms for reporting statistics and data appoint antechamber ministry person specially assigned for a task is responsible undertake classified filing to forms for reporting statistics and every months of statistic appears in the newspaper two years guest room income and income of two years of guest room undertake contrast housing rate increased 946 but income reduced 24022307 yuan however becausemain reason is between hotel industry malign contend for unexpectedly bring about average room price to reduce enter rate increase and income reductive phenomenon after watch of guest room overview is added achievement is satisfactory but either be in us deep also consciousness and experience arrive 1 flexibility and initiative are lacked on the service 2 the equipment ageing of telephone exchange creates line not free cause a guest to complain constantly 3 individual new employee operates inexperience to own job 4 ageing of copycat of business affairs center copycat result is bad affect the income of business affairs center the duplicate cash income of center of annual business affairs has 28129 yuan only this year management overview of business affairs center expressed generation of project cash total stage to receive aggregate and inhouse autograph to avoid 28129 665 34779 13 34909 of duplicate of remarks of add up to to type 2014 aggregate 144616 2371 168326 102344 27067 of 54 54 54 of income of other of 2648 34 26514 22 26536 of long word of 2466 28 24688 11 24699 of word of city of 39312 6688 4600 102061 148061 of fax of 25495 1031 35805 12 35925 gave
business division system to decide new sale index and task according to the hotel was opposite 2014 is for antechamber ministry important year finish the job to can cooperate to sell a ministry make especially the job planned piece 2014 1 continue to strengthen groom improve the integrated quality of employee improve service quality 2 stable employee rank reduce the liquidity of employee 3 &rdquo of software of &ldquo of ageing of &ldquo hardware &rdquo fills through improving a service quality makes up for the inadequacy of equipment ageing 4 the skill of carry out room that increases downstage staff increase medicinal powder of the guest enter rate strive to finish the sale job of hotel make known to lower levels already began one new year antechamber ministry faculty will provide the most excellent service with xiang bin of new spiritual outlook and real operation’s guest carry out &ldquo guest consummate serve the purpose of the first &rdquo antechamber ministry xxx date
第五篇：酒店前厅部2014年工作总结
2014年前厅部中心领导正确领导部门力支持配合部门员工努力销售理深抓部理降低成强化业务培训关心员工生活等方面着手开展工作较完成年营目标项工作取显著成绩现年工作作总结
．营情况
年计划务xx万元实际完成xx万元超额xx万元（中散客门市收入xx万元均房价 xx元间）占客房收入xx﹪完成计划xx收入期相增长xx万元
二工作：
1加强业务培训提高员工素质
年服务技巧培训重点严格培训计划开展培训工作分阶段员工进行考核时加强岗实际操作培训员工够学致加强业务培训认真批接务根阶段团队制定详细培训计划接计划遇型接务接员5分钟磨合期包括整行效报流程会务组会务中心间配合需业务力沟通力需常严格培训做前厅部员知道断充实脚踏实完成
项接务员限情况求理员必须亲线指导工作发现问题反馈信息协商时调整达佳服务标准
2全力加强员工队伍建设做服务保障工作
年始终认真做预订接服务作工作重点通合理排房提高入住率热情满意服务留住酒店位客年通前厅部员工集体努力圆满完成接中型会议73军区5次vip 100次接数37500次省民政厅会议建议厅会议国土资源厅会议接型会议时会员较退房时间统接工作提出更高求时常加班加点接军区会议时军区接标准高次接敢丝怠慢常加班加点家没丝抱怨句怨言然满腔热情投入工作中
3扎实效开展第四届优质服务活动
第四届优质服务活动5月15日正式拉开序幕部门积极组织员工学吃透精神员工进行系列专业技培训提高员工服务意识服务技时制定报系列工作流程工作标准前厅种服务更流畅标准更加明确服务更加精细化标准化周根优质服务活动方案员工中进行岗位练兵赛员工服务水提高中心组织第届职工联欢会前厅部员工踊跃报名展华通次优质服务活动员工中逐步形成种争先恐态势极增强员工工作热情
4关心员工生活创造轻松愉快工作氛围
前厅工作容繁杂涉面广员工工作压力针特点前厅部始终强调关心员工生活部门理切实员工解决困难遇节理员会动提醒家里挂电话问候父母生病时送水果遇生活困难会动帮助感受集体互助互爱温暖缓解工作带压力增强凝聚力部门常找谈心鼓励够更工作状态迎接新工作时求理员业务力处事必须起表率作遇困难必须服务员第线激励员工减轻员工工作压力培养理员间心协力甘苦良风气员工充分信部门员工保持稳定健康心态保证客服务质量
6注重部门间协调工作创佳绩
前厅部位员工必须积极参加中心宾馆部门组织项活动仅部门间互相解时增强团队心力凝聚力时强调前厅部整酒店中枢部门
部门着紧密工作关系出现问题应动进行协调解决避免事情恶化止服务意识酒店事服务态度
7加强开源节流增收节支意识
年计划费3647万元实际费3211万元节约436万元节约工资电物料消耗等方面费理项费指标均达求
8重视安全防范意识
部门安全理进步加强相关数类报表理严格执行公安部门关规定传数开通信息录入扫描加宾馆会议客报集中性前台电脑两台等素前台工作增压力没降低求位入住客进行严格登记制度未携带身份证客做认真负责态度做解释工作时信息反馈销售部协议单位担保快速办理登记入住严入住登记关外宾派分分局录入报单做专专理抽查制度时抓钥匙保制度遗失房卡重新制作做认真核实仔细确认住客贵重物品寄存做提醒寄存 保证客财产受损失订单报表数指定专负责分类存档统计保存
三工作中存足：
1培训效果佳
员工进行培训员工培训容更深层次解缺乏统监督机制造成培训张空白纸然家明白理解实际工作中做够位形中影响服务质量
2服务质量服务水提高
前厅员工流动频繁程度影响服务质量新员工入职三月试完全熟练掌握岗位项工作员工刚熟练职工作便提出离职造成员流失仪容仪表礼貌礼节日常工作中督导力度够造成三天鱼两天晒网局面加日常工作中检查力度形成种良惯
四2014年工作计划：
1关注顾客需求积极真实级领导反映顾客需求领导调整战略思路提供
2继续加强培训提高员工综合素质提高服务质量
3确实关心员工稳定员工队伍减少员工流动性
4注重员工服务细节服务细处着手客提供满意周服务
5完善岗位工作流程工作标准推行优质服务活动达质量标准化规范化精细化服务
6提高前台员工售房技巧提高散客入住率力争完成中心达目标务
7严格执行实名登记制进步搞安全稳定工作
年工作然取定成绩会骄傲松懈怠慢年工作更艰巨会发扬成绩更加饱满热情投入工作中努力完成全年度项工作务信心级领导正确领导全体员工努力中心明天更加辉煌
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第篇：酒店前厅部年终工作总结
2014年年里酒店努力营业绩较提升堂进行更新改造酒店服务项目更加完善时5f6f客房装入宽带满足更商务客需求酒店带生机希酒店设备更新服务项目完善员工服务水准进步提高酒店 酒店业较高声誉店级领导效理酒店部门员工努力分开酒店较注重员工精神文明建设年前厅部员断更换情况员工然够克服困难团结进取圆满完成酒店交项接务全年接vip团 会议数次整接程中受客评年前厅部做项工作：
加强业务培训提高员工素质
前厅部作酒店门面员工直接面客员工工作态度服务质量反映出酒店服务水准理水员工培训工作重点年针五分部制定详细培训计划：针总机进行接听电话语言技巧培训针行李处行李运送寄存服务进行培训接员礼节礼貌售房技巧培训特年七月份前厅部员工进行长达月外语培训年星评复核定基础通培训员工业务知识服务技进步提高更客提供优质服务
二员工灌输开源节流增收节支意识控制成
开源节流增收节支企业矢追求前厅部员工积极响应酒店号召开展节约节支活动控制成节约费前厅部购买塑料篮子装团队钥匙减少钥匙袋房卡量酒店节约费(原团队散客间房间必须填写房卡钥匙袋通团队房房卡钥匙袋节省费房卡018元张钥匙袋010元天团队房100间年节约笔较费)商务中心期报表印草稿纸督促住宿员工节约水电控制办公品张纸支笔 通控制酒店创收做出前厅部应贡献
三加强员工销售意识销售技巧提高入住率
前厅部根市场情况积极推进散客房销售年酒店推出系列客房促销方案：球迷房积分卡代金券千元卡等促销活动接员酒店优惠政策时根市
场行情日入住情况灵活掌握房价前台散客明显增加入住率提高强调接员：前台客想办法客住宗旨争取更入住率
四注重部门间协调工作
酒店家庭部门部门间工作中难免会发生磨擦协调坏工作中受极影响前厅部整酒店中枢部门餐饮销售客房等部门着紧密工作关系出现问题动该部门进行协调解决避免事情恶化家目酒店解决处理酒店带定负面影响
五加强类报表报关数理
前台公安局规定入住客进行入住登记输入电脑境外客资料通酒店报关系统时国家安全局出入境理科进行报关认真执行公安局发通知位住客贵重物品进行提醒寄存前厅部报表数指定专负责报表进行分类存档月统计报2014年客房收入2014年客房收入进行住房率增加
收入减少 元原酒店业间恶性竟争导致均房价降低入住率增加 收入减少现象客房简况表附
成绩喜足处深刻意识体会：
1服务缺乏灵活性动性
2总机设备老化造成线路畅时常引起客投诉
3新员工职工作操作熟练
4商务中心复印机印机老化复印印效果直接影响商务中心收入
根酒店营业部门制定新销售指标务2014年前厅部说重年配合销售部完成务特制定出2014年工作计划：
1继续加强培训提高员工综合素质提高服务质量
2稳定员工队伍减少员工流动性
3硬件老化软件补通提高服务质量弥补设备老化足
4提高前台员工售房技巧增加散客入住率力争完成酒店达销售务
新年开始前厅部全体员工新精神面貌实际行动宾客提供优质服务贯彻宾客服务第宗旨
第二篇：酒店前厅部工作总结
酒店前厅部工作总结
08年酒店年酒店改制前厅部积极配合营销部接种类型规模会议显著荆河街道会议接会议成功接荆河街道领导致认付出总回报员工辛勤汗水终究换成功结果然会议接中然取定接验存定足服务动性切工作没想客前完成出足鉴情况工作接中总结丰富验取长补短接工作做更更规范造出品牌
年季春日计晨根酒店行业发展变化住房淡季配合房务部推出优惠活动价格优惠外客免费赠送水果前提价格150元住客次满100元房价住8次客次入住时免费赠送天前提证件目拉更回头客客次光优惠活动客致认时酒店定济效益做气增减
前厅部酒店销售窗口房价推销尤接员掌握定销售技巧服务出品销售出接员推销掌握定技巧价位高低序进行方面欠缺意识淡薄没意识工作重性客机械性介绍出售远远够甚软件服务灵活动接员学会推销工作重中重酒店出品推销客客乐接受技巧工作中作重点进行执行
年工作观察行李生前台接岗位服务均缺乏种酒店业员具动性热情程度客没迎声客问没答声客走没送声基应该犯错误然员工做较工作中作前厅部岗位员均培训标准做微笑礼貌热情周高度责心赢更回头客
酒店业员更换频繁总时新鲜血液补充进年前台接员新增员较培训新员工业务知识身素质标准情况根工作需前台接行李生等进行次面业务知识技操作培训武目牢固树立员工工作深化业务知识更开展工作
酒店堂副理收集客意见处理客投诉中枢环节问题协调者更解收集客利信息堂副理天定时住客房进行拜访形式电话拜访登门拜访客反馈意见建议积极予采纳解决酒店良发展奠定基础
金钥匙服务学金钥匙专业知识缺乏工作中没充分发挥金钥匙性化服务酒店没发展金钥匙队伍年工作中作重点发挥化
第三篇：酒店前厅部年终工作总结
酒店前厅部年终工作总结
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 &ldquo broaden sources of income and reduce expenditure add close cut down expense &rdquo consciousness broaden sources of income and reduce expenditure of &ldquo of control good cost add close cut down expense &rdquo 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 groupstill 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 018 yuan piece key bag 01 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 guest had apparent addition enter rate rise somewhat emphasize dest clerk &ldquo wants downstage guest only we want the tenet that method lets &rdquo of guest take up one’s quarters strive for more live entering to lead 4 pay attention to the harmonious job hotel between departmental door to resemble a big family the hard to avoid in working between branch and branch can happen grind harmonious stand or fall is affected in working lieutenant general by huge antechamber ministry is the centre branch of whole public house it is having close working relationship with the branch such as meal sale guest room be like occurrence problem we undertake can actively harmony settlement with this branch avoid its aggravation because common goal of everybody is for the hotel be not solved and had handled the negative effect with will be brought certain to the hotel 5 strengthen of all kinds forms for reporting statistics to reach declare at customs the management of data is downstage the visitor that enters to every according to the regulation of public security bureau undertakes registering input computer the cable concern interconnected system that the data of the guest outside the condition adopts a hotel is seasonable to national security bureau division of discrepancy condition management undertakes declaring at customs carry out the announcement that public security bureau allots seriously live to every the guest’s valuable undertakes remindful check all forms for reporting statistics and data appoint antechamber ministry person specially assigned for a task is responsible undertake classified filing to forms for reporting statistics and every months of statistic appears in the newspaper guest room income and income of two years of guest room undertook contrast 2014 housing rate increased but income decreased however yuan becausemain reason is between hotel industry malign contend for unexpectedly bring about average room price to reduce enter rate increase and income reductive phenomenon after watch of guest room overview is added achievement is satisfactory but be in us insufficiently deep also consciousness and experience arrive 1 flexibility and initiative are lacked on the service 2 the equipment ageing of telephone exchange creates line not free cause a guest to complain constantly 3 individual new employee operates inexperience to own job 4 ageing of copycat of business affairs center printer duplicate and printed result are bad affected the income of business affairs center directly made new sale index and task to business branch according to the hotel it is two years to antechamber ministry important year finish the job to can cooperate to sell a ministry make a plan of 0 years of two jobs especially 1 continue to strengthen groom improve the integrated quality of employee improve service quality 2 stable employee rank reduce the liquidity of employee 3 &rdquo of software of &ldquo of ageing of &ldquo hardware &rdquo fills through improving a service quality makes up for the inadequacy of equipment ageing 4 the skill of carry out room that increases downstage staff increase medicinal powder of the guest enter rate strive to finish the sale job of hotel make known to lower levels be about to begin one new year antechamber ministry faculty will provide the most excellent service with xiang bin of new spiritual outlook and real operation’s guest carry out &ldquo guest consummate serve the purpose of the first &rdquo
第四篇：2014年酒店前厅部工作总结
2014年酒店前厅部工作总结
had gone 2014 in this year xx big public house manages next having of company and xx company jointly in xx bigger change the capital with two devoted and many partner undertook update and be transforminged to facilities of hotel part facilities bedraggled and old 3 buildings do business through decorating those who made up for hotel recreation project is vacant make the service project of the hotel more perfect be aimed at the problem of guest room peculiar smell through opening a window ventilated got essential settlement at the same time old to guest room tv undertook updating &hellip&hellip 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 the best result that throughout history obtains in making xx big public house criticizes review a case in which a death sentence has been passed by a lower court in the star 2014 the 2nd make xx big public house 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 created good life vacuum to employee transform the washhouse of the hotel the amphibious room of a capacious employee diningroom and employee activity acquired the recreational project such as card of pingpong pingpong desk chess begin each race for many times the constitution that enhanced employee namely abounded the spare life of employee again the hotel still went to installation of solar energy hot water employee dormitory solved the problem that employee winter bathes all these employee can pass serious work to sign up for a hotel back and forth only 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 4 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 &ldquo broaden sources of income and reduce expenditure add close cut down expense &rdquo consciousness broaden sources of income and reduce expenditure of &ldquo of control good cost add close cut down expense &rdquo 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 groupstill 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 018 yuan piece key bag 01 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 guest had apparent addition enter rate rise somewhat emphasize dest clerk &ldquo wants downstage guest only we want the tenet that method lets &rdquo of guest take up one’s quarters strive for more live entering to lead 4 pay attention to the harmonious job hotel between departmental door to resemble a big family the hard to avoid in working between branch and branch can happen grind harmonious stand or fall is affected in working lieutenant general by huge antechamber ministry is the centre branch of whole public house it is having close working relationship with the branch such as meal sale guest room be like occurrence problem we undertake can actively harmony settlement with this branch avoid its aggravation because common goal of everybody is for the hotel be not solved and had handled the negative effect with will be brought certain to the hotel 5 strengthen of all kinds forms for reporting statistics to reach declare at customs the management of data is downstage the visitor that enters to every according to the regulation of public security bureau undertakes registering input computer the cable concern interconnected system that the data of the guest outside the condition adopts a hotel is seasonable to national security bureau division of discrepancy condition management undertakes declaring at customs carry out the announcement that public security bureau allots seriously live to every the guest’s valuable undertakes remindful check all forms for reporting statistics and data appoint antechamber ministry person specially assigned for a task is responsible undertake classified filing to forms for reporting statistics and every months of statistic appears in the newspaper two years guest room income and income of two years of guest room undertake contrast housing rate increased 946 but income reduced 24022307 yuan however becausemain reason is between hotel industry malign contend for unexpectedly bring about average room price to reduce enter rate increase and income reductive phenomenon after watch of guest room overview is added achievement is satisfactory but either be in us deep also consciousness and experience arrive 1 flexibility and initiative are lacked on the service 2 the equipment ageing of telephone exchange creates line not free cause a guest to complain constantly 3 individual new employee operates inexperience to own job 4 ageing of copycat of business affairs center copycat result is bad affect the income of business affairs center the duplicate cash income of center of annual business affairs has 28129 yuan only this year management overview of business affairs center expressed generation of project cash total stage to receive aggregate and inhouse autograph to avoid 28129 665 34779 13 34909 of duplicate of remarks of add up to to type 2014 aggregate 144616 2371 168326 102344 27067 of 54 54 54 of income of other of 2648 34 26514 22 26536 of long word of 2466 28 24688 11 24699 of word of city of 39312 6688 4600 102061 148061 of fax of 25495 1031 35805 12 35925 gave
business division system to decide new sale index and task according to the hotel was opposite 2014 is for antechamber ministry important year finish the job to can cooperate to sell a ministry make especially the job planned piece 2014 1 continue to strengthen groom improve the integrated quality of employee improve service quality 2 stable employee rank reduce the liquidity of employee 3 &rdquo of software of &ldquo of ageing of &ldquo hardware &rdquo fills through improving a service quality makes up for the inadequacy of equipment ageing 4 the skill of carry out room that increases downstage staff increase medicinal powder of the guest enter rate strive to finish the sale job of hotel make known to lower levels already began one new year antechamber ministry faculty will provide the most excellent service with xiang bin of new spiritual outlook and real operation’s guest carry out &ldquo guest consummate serve the purpose of the first &rdquo antechamber ministry xxx date
第五篇：酒店前厅部2014年工作总结
2014年前厅部中心领导正确领导部门力支持配合部门员工努力销售理深抓部理降低成强化业务培训关心员工生活等方面着手开展工作较完成年营目标项工作取显著成绩现年工作作总结
．营情况
年计划务xx万元实际完成xx万元超额xx万元（中散客门市收入xx万元均房价 xx元间）占客房收入xx﹪完成计划xx收入期相增长xx万元
二工作：
1加强业务培训提高员工素质
年服务技巧培训重点严格培训计划开展培训工作分阶段员工进行考核时加强岗实际操作培训员工够学致加强业务培训认真批接务根阶段团队制定详细培训计划接计划遇型接务接员5分钟磨合期包括整行效报流程会务组会务中心间配合需业务力沟通力需常严格培训做前厅部员知道断充实脚踏实完成
项接务员限情况求理员必须亲线指导工作发现问题反馈信息协商时调整达佳服务标准
2全力加强员工队伍建设做服务保障工作
年始终认真做预订接服务作工作重点通合理排房提高入住率热情满意服务留住酒店位客年通前厅部员工集体努力圆满完成接中型会议73军区5次vip 100次接数37500次省民政厅会议建议厅会议国土资源厅会议接型会议时会员较退房时间统接工作提出更高求时常加班加点接军区会议时军区接标准高次接敢丝怠慢常加班加点家没丝抱怨句怨言然满腔热情投入工作中
3扎实效开展第四届优质服务活动
第四届优质服务活动5月15日正式拉开序幕部门积极组织员工学吃透精神员工进行系列专业技培训提高员工服务意识服务技时制定报系列工作流程工作标准前厅种服务更流畅标准更加明确服务更加精细化标准化周根优质服务活动方案员工中进行岗位练兵赛员工服务水提高中心组织第届职工联欢会前厅部员工踊跃报名展华通次优质服务活动员工中逐步形成种争先恐态势极增强员工工作热情
4关心员工生活创造轻松愉快工作氛围
前厅工作容繁杂涉面广员工工作压力针特点前厅部始终强调关心员工生活部门理切实员工解决困难遇节理员会动提醒家里挂电话问候父母生病时送水果遇生活困难会动帮助感受集体互助互爱温暖缓解工作带压力增强凝聚力部门常找谈心鼓励够更工作状态迎接新工作时求理员业务力处事必须起表率作遇困难必须服务员第线激励员工减轻员工工作压力培养理员间心协力甘苦良风气员工充分信部门员工保持稳定健康心态保证客服务质量
6注重部门间协调工作创佳绩
前厅部位员工必须积极参加中心宾馆部门组织项活动仅部门间互相解时增强团队心力凝聚力时强调前厅部整酒店中枢部门
部门着紧密工作关系出现问题应动进行协调解决避免事情恶化止服务意识酒店事服务态度
7加强开源节流增收节支意识
年计划费3647万元实际费3211万元节约436万元节约工资电物料消耗等方面费理项费指标均达求
8重视安全防范意识
部门安全理进步加强相关数类报表理严格执行公安部门关规定传数开通信息录入扫描加宾馆会议客报集中性前台电脑两台等素前台工作增压力没降低求位入住客进行严格登记制度未携带身份证客做认真负责态度做解释工作时信息反馈销售部协议单位担保快速办理登记入住严入住登记关外宾派分分局录入报单做专专理抽查制度时抓钥匙保制度遗失房卡重新制作做认真核实仔细确认住客贵重物品寄存做提醒寄存 保证客财产受损失订单报表数指定专负责分类存档统计保存
三工作中存足：
1培训效果佳
员工进行培训员工培训容更深层次解缺乏统监督机制造成培训张空白纸然家明白理解实际工作中做够位形中影响服务质量
2服务质量服务水提高
前厅员工流动频繁程度影响服务质量新员工入职三月试完全熟练掌握岗位项工作员工刚熟练职工作便提出离职造成员流失仪容仪表礼貌礼节日常工作中督导力度够造成三天鱼两天晒网局面加日常工作中检查力度形成种良惯
四2014年工作计划：
1关注顾客需求积极真实级领导反映顾客需求领导调整战略思路提供
2继续加强培训提高员工综合素质提高服务质量
3确实关心员工稳定员工队伍减少员工流动性
4注重员工服务细节服务细处着手客提供满意周服务
5完善岗位工作流程工作标准推行优质服务活动达质量标准化规范化精细化服务
6提高前台员工售房技巧提高散客入住率力争完成中心达目标务
7严格执行实名登记制进步搞安全稳定工作
年工作然取定成绩会骄傲松懈怠慢年工作更艰巨会发扬成绩更加饱满热情投入工作中努力完成全年度项工作务信心级领导正确领导全体员工努力中心明天更加辉煌
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