文档介绍：第X页共X页酒店前厅部年终工作总结酒店前厅部年终工作总结第一篇:酒店前厅部的年终工作总结在 20XX 年这一年里,本酒店在上下的共同努力下,经营业绩有了较大的提升。大堂进行了更新和改造,使酒店的服务项目更加完善,同时对 5f、 6f 客房装入宽带,满足了更多商务客人的需求。所有的这些给酒店带来了生机和希望。酒店设备的更新、服务项目的完善、员工服务水准的进一步提高,使我酒店在在酒店业有了较高的声誉。所有的这些都是店级领导的有效管理和酒店各部门员工的努力是分不开的。所以酒店较注重员工的精神文明建设, 今年来前厅部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, 圆满的完成酒店交给的各项接待任务,全年共接待了 vip 团个,会议无数次, 在整个接待过程中受到客人的好评, 一年来前厅部做好了以下几项工作: 一、加强业务培训,提高员工素质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, 今年来针对五个分部制定了详细的培训计划:针对总机,我们进行接听电话语言技巧培训; 针对行李处的行李运送和寄存服务进行培训; 接待员的礼节礼貌和售房技巧培训; 特别是今年七月份对前厅部所有员工进行了长达一个月的外语培训, 为今年的星评复核打下一定的基础, 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、给员工灌输开源节流、增收节支意识,控制好成本开源节流、增收节支是每个企业不矢的追求, 前厅部员工积极响应酒店的号召, 开展节约、节支活动, 控制好成本。为节约费用, 前厅部自己购买塑料篮子来装团队的钥匙,减少了钥匙袋和房卡的使用量,给酒店节约了费用; business affairs center is used expire forms for reporting statistics ill print draft paper; supervise 第X页共X页 and urge the employee of acmodation is managing ith ater 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 ith 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 poder guest room sale, e 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 hile mix according to market level that day enter a circumstance to master house price neatly, e loose donstage the guest had apparent addition, enter rate rise somehat, emphasize dest clerk: ldquo; ants donstage guest only, e ant the 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 beteen departmental door to resemble a big family, the hard to avoid in orking beteen branch