Personal work summary at the front desk 1
Time flies, and 20 years have passed unconsciously. In the past year, with the care and help of company leaders and colleagues, I successfully completed my work. Now I will make a summary of my work in the past 20 years.
First of all, reception at the front desk.
The front desk reception is the service window of the customer service department. The main duties of the front desk reception are to keep the information channels unblocked, supervise the regional management, schedule and coordinate the work of various departments. The receptionist is the first person to show the image of the company. Everything he says and does represents the company and is the window to contact the residents of the community.
In my work, I strictly follow the company's requirements, work with tooling, treat guests politely, answer and transfer calls kindly, handle daily affairs seriously, patiently listen to the problems reflected by the owner and the difficulties to be solved, carefully answer and record in detail, and arrange personnel to provide on-site service at the first time. Call records will be summarized at the end of each month. In the past year, * * * received a total of 68 calls and sent 130 calls, and the owner effectively complained 2 times. We give satisfactory answers to all inquiries of the owner; For the problem of the owner's application for repair, through our timely contact, we will actively dispatch workers according to the different contents of the application for repair, and strive to solve the problem in the shortest time. At the same time, according to the completion of the repair report, we will make a door-to-door visit or telephone visit in time. The owner's complaint has been reported to relevant departments for coordination and settlement.
Through these ordinary daily work, my work level has been obviously improved, and I have won unanimous praise from the owners and leaders of the community, and also shaped the new image of our property owners.
Second, the file management
Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, maintenance orders, work contact letters, release orders and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, and at the same time formulate and improve the information confidentiality system. Check the files regularly and improve the changes or deficiencies in time. In one year, * * * received 64 repair applications, handled 42 release forms and 10 work contact letters.
Third, the collection of fees
In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure the continuous normal work, we must do a good job in the collection of various expenses and ensure that they are collected in full and on time. A year * * * charge property service fee _ _ _ yuan; Private garden maintenance fee _ _ yuan; Optical fiber usage fee _ _ yuan; Prepaid water fee _ _ yuan; Cable TV installation fee _ _ yuan; The gas installation fee is _ _ yuan.
Fourth, experience and gains.
Over the past year, through hard study and continuous accumulation, I have made great progress in my ideological understanding and working ability. I already have working experience in the customer service center, and I can handle all kinds of problems in my daily work with ease. After one year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, and I can treat all the tasks with a correct attitude and love my job. Actively improve their professional quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.
Verb (abbreviation for verb) 20__ Work plan
1, strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency.
2. Further strengthen the daily management of the customer service center, clarify the tasks, and be rigorous and orderly.
3, combined with the actual situation, from the details, closely linked to the leadership intention, coordinate internal and external relations, for the leadership to share problems.
Summary of personal work at the front desk II
20__ years will soon pass. Looking back on my work in the past year, I feel deeply that time flies and I have been working in _ _ property for more than a year before I know it. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.
In retrospect, it seems as if it happened yesterday that I applied for the customer service position of _ _ Property, but now I have changed from an ignorant student to a member with important job responsibilities, from a stranger to a familiar customer service job.
Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.
The following is my main work in the past year:
1. Archive and manage the owner's files as required, and track and update the changes in time.
2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form.
3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys.
4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback.
5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion.
6. Data input and file arrangement. For the company's information documents and relevant meeting minutes, input and print them carefully, make forms and documents according to the work needs of various departments, and draft reports.
In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In _ _ property, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.
In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in _ _, I understand that the details can not be ignored or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.
Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.
In the brand-new 20__, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:
1, consciously abide by the company's various management systems.
2. Study hard the knowledge of property management, improve the communication ability with customers, and improve the customer service reception process and etiquette.
3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of software.
4. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work.
5. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
Fortunately, I can join the excellent team of _ _ property, the cultural concept of _ _, and the working atmosphere of customer service department unconsciously infect and promote me; Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge and surpass myself in the new year's work and make greater progress with the company!
Summary of personal work at the front desk 3
Time flies, and a new quarter is coming. In the next 20__ years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now make a summary of the work in the past 20 years.
First, the basic content of the front desk work.
The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. 20__, 165438+ 10 June, I started to be the front desk, knowing that the front desk is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.
Second, the experience and lessons of the front desk work.
Before working in _ _ _ _ enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.
Third, the next work plan of the front desk.
Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!
Summary of personal work at the front desk 4
The front desk is the starting point to show the company's image and service. For every guest who visits _, the front desk is the first step for them to contact our company and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. At the same time, the company's service to visiting guests begins with welcoming guests at the front desk, and a good start is half the battle. In 20_ years, I mainly did the following work:
First, strive to improve service quality.
Answer every call carefully, memorize the extension numbers of all departments, call each visiting guest to check the contact upstairs in strict accordance with the company's requirements, and carefully handle the temporary visitor card for each visiting guest. I will always pay attention to maintaining a good service attitude when visiting guests or petitioning in the local area and will receive them warmly. Cleverly answer the questions raised by customers. Smiling, patient and meticulous, warm tips. In my spare time, I will strengthen the study of telephone skills and etiquette. Recently, the company organized English training. I insist on attending every class, studying hard there and constantly charging myself to adapt to the rapid development of the company.
Second, strive to create a good foreground environment.
To maintain the company's good facade image, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that visitors have a pleasing feeling.
Third, focus on the overall situation, regardless of personal gains and losses.
Whether it is during working hours or vacation time, if the company has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of _, I will dedicate my strength to serve the company. Usually actively participate in the activities organized by the company, strengthen the feelings between colleagues and communication between departments. And learn more about the company's basic situation and business content. In order to work better in the future, we will continue to lay the foundation.
I have been a receptionist for almost a year, and my work scope is small; There is also less work content. However, I have my own shortcomings. If I don't pay enough attention at work, I will feel confused. Sometimes solving problems is still lacking. I hope I can work harder and harder in the future. Do more for the company.
In 20__ years, I will constantly improve my image, make a good work plan and improve my work quality and efficiency. And sense of responsibility
(1) Strive to improve the service quality, handle affairs quickly, with high efficiency and without making mistakes. Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them. When answering the phone, you should also constantly improve your language skills; Clever question and answer guests. Strive to satisfy every customer.
(2) Strengthen the study of etiquette knowledge. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc. You can also take a class like Mary Kay, and the knowledge is very practical. After class, people will be more confident and have more temperament.
(3) Strengthen communication with all departments of the company. Understand the development of the company and the work content of each department. With these knowledge reserves, on the one hand, you can answer customers' questions in time and accurately, and transfer calls accurately. On the other hand, I can briefly answer customers' questions within my power, and at the same time I can seize the appropriate opportunity to promote the company.
Although the work at the front desk is relatively easy, you should do everything seriously. So I will do everything with my heart. I will study hard and work hard in the days to come!
Summary of personal work at the front desk 5
It's almost a year since I joined the company. This is my first job, where I changed from a student to an employee. Here, I learned more knowledge and skills and improved in all aspects. Especially with the support of the leaders and the help of my colleagues, I finished my work well. I am very grateful to the company leaders for giving me this growth platform, so that I can grow, learn and improve my quality in my work. Now I will summarize the work of the past year as follows:
I. Daily work
1, things should be detailed, organized and standardized.
The work at the front desk is trivial, such as answering transfer calls, sending and receiving faxes, emails and newspapers, maintaining office equipment, delivering water and receiving different visitors. When I first came into contact with my work, sometimes I couldn't handle things, and I was in a hurry, and my heart was particularly anxious and irritable. I once doubted my ability and felt that I couldn't do my job well at all. Sometimes, although the work has been completed, some details have not been noticed in the course of the work, and things seem chaotic. The efficiency is also low. After continuous exploration and summary, I realized that in order to complete these tasks with high quality, we should first make an overall plan for the work, and then start with the details to maintain a good working condition and improve efficiency. Only by constantly improving ourselves can we be competent for seemingly simple administrative work. Now, I have been able to better arrange my work as a whole, and I have tried my best to properly handle the details of my work and try my best to give you the best support and service. At the same time, standardization needs to be strengthened, and I will pay more attention to this point in my future work.
2. Keep in good working condition
Low people are kings, and low land is the sea. Administration itself is a service and support work, especially the reception at the front desk. When a customer visits or the company has a large meeting, the front desk will be responsible for some tea preparation and service, understand everyone's needs and serve everyone in time. Only by maintaining good working conditions can the service quality be improved. In the process of work, I ask myself to avoid negative emotions, keep in mind my job responsibilities, always put my position at a suitable height and correct my work attitude.
3. Learn communication and teamwork.
Communication is an indispensable ability for a person to survive in this society. The front desk work needs to deal with many people at home and abroad and all sectors of society. Communication, good and effective communication is particularly important. In my daily work, communication is basically smooth, but there are also many problems. When something happens, in many cases I lack enthusiasm and initiative in communication. Always take time to think, instead of understanding and communicating in time, and deal with things a little passively. So it also wastes some time and reduces work efficiency. Proactively solve problems. Not only can you finish your work better, but you can also encourage yourself to develop the quality of not escaping and being responsible to the end. In the future work, I will use this standard to demand myself and strive to finish the work better.
The company is a whole, and every employee is a part of it. No matter what position we are in or what job we are engaged in, we cannot do without the cooperation of our colleagues. This requires us to have team spirit. On the basis of good communication, actively cooperate with colleagues, unite and cooperate, in order to do a good job. This is also deeply felt at work. I will, as always, cooperate seriously and actively, and at the same time be strict with myself and do all the work well.
Second, strengthen their own skills and literacy.
Walking out of school and entering this field for the first time, my ability and experience are very lacking. After nearly a year of study and accumulation, I have been able to ensure the normal operation of all the work in this position, but I still lack a lot. I also look for shortcomings in my work, study hard and cultivate my ability. What I deeply understand is my foreign language. Sometimes, because I often can't speak English, I will be very anxious to receive a phone call from a foreign guest or a visit from a foreign guest, so I will strengthen foreign language learning in the future. I will study hard when I see some good working methods of my colleagues in my usual work. I really feel that every leading colleague around me is a teacher with different advantages, and everyone has something to learn. Sometimes work skills are not only learned from books or made by yourself, but also need to absorb the essence of others.
Three. Work achievements and existing problems
1. Now I have been able to deal with all the work at the front desk in an orderly way. Especially after the CEO summit, I learned a lot about the reception and layout of the venue.
2. Existing problems
(1) The work is not detailed enough:
The front desk work is exquisite, but there are many places I haven't done yet.
(2) Insufficient execution:
When receiving the instruction from the leader to complete a certain job, there will often be a jam in the execution. This has something to do with your own understanding of tasks and instructions, and your own flexibility and movements.
(3) Low working efficiency:
Due to their own knowledge structure and work skills, some work efficiency can't keep up. For example, some documents cannot be completed with good quality and quantity due to the lack of knowledge and skills of office software. The same is true for other professional jobs. I will solve the above problems in my future work.
In the past year's work, I have learned a lot and grown a lot. I really appreciate the tolerance and support of the leaders, so that I can have such an opportunity to work, study and grow. Thank my colleagues for their help and support in my work, which has made me progress so much. In the next work, I will make persistent efforts and do better.
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