Lobby attendant work summary

Summary refers to a review that social groups, business units and individuals review after a certain period, a certain project or certain work has come to an end or has been completed. A written material that examines, analyzes and evaluates, thereby affirming achievements, gaining experience, identifying gaps, drawing lessons and some regular understandings. Writing a summary is conducive to improving our ability to study and work. Let us write one for ourselves Let’s summarize. What should a summary of what you’ve seen look like? The following is a summary of the lobby attendant's work that I have collected for everyone. It is for reference only. Let's take a look.

Lobby Attendant Work Summary 1

Looking back over the past year, I have always adhered to the life creed of "No matter how big the road is, it can't be done, no matter how small it is, it can't be done". Following closely the pace of the branch's leadership team, focusing on the branch's work priorities, we completed various tasks outstandingly, using wisdom and sweat, actions and results to demonstrate the spirit of dedication, dedication and selfless dedication. Below I summarize my work in 20xx from three aspects:

1. Correct my thinking, face difficulties, and maintain efficient work at all times

I always put customers first in my work The idea of ????one is to handle the customer's affairs as one's own business, be anxious about the customer's needs, think about what the customer thinks, and require that you have a strong sense of professionalism and responsibility in your work, work hard, work actively, and never be picky. Pick four, avoid the important and take the easy, treat every job with all your heart, and complete it on time and with high quality. In daily work, always adhere to high standards and strict requirements for yourself, take the overall situation into consideration, regardless of gains and losses. In order to complete various tasks, you will not hesitate to sacrifice your spare time. Time, use all time and opportunities to serve customers, make friends with customers, and be friends that customers are willing to make friends with. Through their unremitting efforts, I gave myself a satisfactory answer in my work in 20xx.

2. Practice hard, pay close attention to implementation, and strive to complete the task successfully

In terms of working methods, I always achieve the "three diligences", that is, diligent legs, diligent hands, and diligent Use your brain to win customers' support for our business. I can be a considerate person in practical work. When I was visiting relatives and friends, I accidentally learned from my uncle Liu that our neighboring village would receive a land allotment in the near future. Afterwards, through the introduction of my uncle, I visited several times and asked The customer promoted the service and product advantages of our bank, and finally convinced the customer to plan to deposit the land allotment of __ million into our bank. I knew that this was not the final success. When the customer got the transfer check, I took the initiative to assist The customer collected the villagers' ID numbers and verified the customer's payment amount. When __ deposit certificates were distributed to each villager, I breathed a deep sigh of relief.

In the process of serving customers, I am meticulous and inject brother-sister love and friendship into my work, making the simple and boring service work rich and colorful, truly embodying the concept of customer first. In the process of dealing with customers, we must truly treat each other with sincerity, regard the interests of customers as our own interests, understand the trends of customers, know what customers think and want, and recommend various services of our bank to each customer. financial products.

3. Study hard, keep making progress, and comprehensively improve your professional quality

As a front desk staff, sometimes I am not patient and meticulous enough in my service, and I still need to master a lot of knowledge. , in the future work, I will consciously strengthen my study, learn from theory, learn from professional knowledge, learn from colleagues around me, further improve my theoretical level and business ability, especially financial business knowledge, and comprehensively improve the level of comprehensive business knowledge. Overcome youthful impatience, be down-to-earth, improve work initiative, not be afraid of doing more, not afraid of doing small things, improve yourself in every bit of practice, never be complacent or arrogant because of small achievements, but maintain a clear mind Mind, keep pace with the times and create greater brilliance. At the same time, we will continue to improve our political accomplishments, strengthen our sense of purpose in serving customers, and strive to become a more qualified xx banker.

There is a kind of career that requires youth and ideals to pursue, and there is a kind of pursuit that requires hard work and hard work. I hope that the financial career I am engaged in will always be young and magnificent, prosperous and developed.

Lobby attendant work summary 2

Based on my lobby work for more than a year, at the end of this year, I will make a work report to the leaders of the line. The summary report of this work can enable leaders to better understand our performance in ideological and political work, so that we can promptly point out problems in our work, correct them in a timely manner, and make continuous progress; the following is my work situation in 20xx, summary The report is as follows:

1. Main work situation of the year

This year I served as the lobby manager at __ branch. With the marketization of commercial banks, service has received more and more attention. , and the job of the lobby is the beginning of customers' contact with our bank's high-quality services, and is the customer's first impression of our bank, so our bank has extremely strict requirements for us; the lobby manager is the link between customers, high-end tellers, and account managers . Not only are we staff members, we are also advocates for our clients. When customers are confused, we point them in the right direction; when customers encounter difficulties, we lend a helping hand; when customers are confused, we patiently explain; we must be anxious about customers' needs, think about what customers want, and strive to achieve perfection anytime and anywhere. Perfect service to win every customer. We want every customer to feel our smile, our enthusiasm, our professionalism, and feel at home.

Our branch is located in a residential community and is also a famous nightlife and eating area. Because of this, it has brought a series of problems to our bank. Usually, most of the customers who come to handle business every day are elderly customers, and there are also a large number of small-note transactions from time to time, which increases the pressure on the counter. In order to solve these problems, we have prepared several sets of plans to carry out at the same time. For problems with a lot of business, we usually arrange the deployment and control of lobby personnel, take customers to the self-service equipment to register for discounts in a timely manner, and help them check their accounts. Customers with cards go to the self-service equipment for processing, diverting customers, thereby reducing the pressure on the counter. Whenever the passenger flow is large, I will ask loudly: "__Customers, please go to counter No. __ to handle business", divert customer tasks, so as to prevent some customers from leaving in the middle to occupy the time, and maintain good work in the business hall order.

Because only with good business order can we successfully find our target customers, market our financial products, introduce them to our account managers, and achieve the integration of service and marketing. Regarding the issue of change business, we issued an announcement and implemented dedicated counters and dedicated counters, which means dedicated counters at dedicated times, which greatly reduced the pressure on the lobby. Our bank has been here for many years, and equipment often breaks down. Customers commented that in order to solve this problem, we inspect and maintain the machines at fixed points every day, discover and deal with them early, and minimize the inconvenience caused by obsolete equipment.

2. Specific work situation

In 20xx, I mainly carried out the following work around my job responsibilities:

1. Divert and guide customers. According to customer needs, guide customers to relevant business areas to handle business, recommend to customers the use of self-service equipment to handle business, guide customers to understand and use various electronic machines and electronic service channels, and encourage customers to gradually use electronic banking service channels as their daily It is the main channel for non-cash transaction operations, saving customers the time of waiting at the bank and filling out forms, and allows them to easily handle business without leaving home.

2. Provide basic consulting services to customers and solve business problems encountered by customers. And based on customer needs, we proactively recommend various new, high-return financial products and the branch's new special preferential services.

3. Identify high-quality customers. Based on the principle of hierarchical service, we will give them special attention and priority services, and recommend potential high-quality customers to account managers based on their status and idle funds.

4. Comply with the lobby manager’s service standards. Handle customer opinions, criticisms and misunderstandings in a timely, patient and efficient manner to ensure timely, high-quality and efficient services at outlets and improve customer satisfaction.

3. Problems at work

In the past year, I learned a lot of experience in communicating with customers and some marketing skills in the position of lobby manager, but There are also many shortcomings. In the mysterious man's inspection in the third quarter of this year, our bank scored third from the bottom, which tarnished our branches and sub-branches.

Afterwards, we learned from the experience and analyzed the reasons for the loss of points, which were mainly due to the external environment and some problems in details. In response to these problems, we actively trained in daily life. Through our efforts, we were finally approved by the branch’s code of conduct team in the fourth quarter. notification of praise. I believe that only by hard work in a down-to-earth manner can we bear fruitful fruits. Next year our bank will face the task of relocation again. It is recommended that branches should also reserve a self-service equipment service area in this location to avoid the loss of customers.

In the new year, I will work hard to learn service skills and professional knowledge, improve my business level, and provide customers with better and better services with a new look. Lobby attendant work summary 3

During this time, I was engaged in service work in the front office of __ company. During these 20xx years, I met all kinds of people, increased my knowledge, and broadened my horizons. I have broadened my horizons, and at the same time I understand how important service is at work. I have done my job well and mastered the work business proficiently, and have improved in many aspects.

In the past 20xx years, my work is summarized as follows:

1. Improvement of business level

The service work in the front office is a job that requires a lot of attention. , through the progressive training and guidance of leaders and colleagues, my professional level has been greatly improved. The front office is where guests have a good impression of the club, so keeping the front office environment clean and orderly is one of my jobs. At the same time, keeping the coffee area, multi-functional area, tea art area and other business areas clean, orderly and comfortable is also a top priority. In addition, after customers order their meals, they quickly place their orders at the bar. For customers who are interested in the products in the club, give them a detailed introduction. If the customer wants to buy, cooperate with the front desk and let the customer check out in time. Understanding tea culture can make good tea for guests, allow them to taste the essence of tea, and make them feel comfortable while drinking tea.

2. Strive to improve service quality

Service quality is directly proportional to the development of the club. The service work of the clubhouse is closely related to the service work of the front office. In order to improve the service quality of the clubhouse, the leaders of the clubhouse conducted comprehensive supervision and inspection of the service quality of the clubhouse, and formulated health inspection standards based on their own actual conditions to introduce new standards to employees. Service concept, formulating service terminology standards. My service awareness was quickly improved, and my service level was gradually strengthened and consolidated. The front office service work detects problems in a timely manner according to these standards, serves the guests in a timely manner, and gives the guests a feeling of being at home. Members and guests of the club also gave excellent evaluations of the service provided by the club.

Improving service quality also increases the influence and popularity of the club. All my colleagues in the club and I work hard to study, study business, standardize services, improve the quality of service in the club, and fully meet all consumption requirements of members and guests.

3. Work prospects for next year

20xx is a new year. I will work with my colleagues in the club with a proactive attitude to improve the sales performance of the club's products.

Establish a strong sense of service and do a good job in service wholeheartedly; strengthen communication with guests and understand their needs and satisfaction through communication. An excellent waiter must not only master basic service knowledge, but also be good at observing words and emotions, and understand the needs and consumption psychology of guests and members. In short, just being an excellent waiter is not enough. Our front desk staff's goal is to be great servers. Lobby attendant work summary 4

20__ has passed in a blink of an eye, and the new year has begun. As a __ front desk clerk in __, I now present my work summary and experience as follows. I hope you can give me some guidance and suggestions. I have been working in __ for __ years. I have learned a lot at work, and I have also learned to use my own mind to expand my language deficiencies. Also, I understand that as a waiter, if you want to improve your sales ability, you have to work harder than others. Here’s what I learned on the job.

1. Worry about the guests’ concerns and think about what the guests want

Front desk staff come into contact with different types of guests every day, and we should provide different services for different types of guests. , its service tenet remains unchanged "treating guests as our God". Service Principles: “Making guests convenient is the highest principle of service, and the needs of guests are the highest order of service. Never say NO.

For regular customers of __, we provide polite and meticulous services. First of all, we must understand the guests' habits. For example, when guests usually check out, we can sort out the accounts in advance and check out directly when the guests come. In this way Come, it can not only save time for the guests, but also make the guests feel that they are valued in our __. I believe that the guests will still choose our Mingya next time they come to Jinan.

2. Greet customers with a smile

Only when guests see our warm smiling faces when they walk into __ can they feel friendly and feel at home. Even if we encounter some unpleasant things in the checkout service work, if we still greet them with a smile, I believe that no matter how unreasonable the guest is, there will be no reason to lose his temper. As the saying goes, "Everyone smiles and everything disappears"! .

3. Don’t make uncertain promises to guests

When the guest’s needs need to be completed with the assistance of other departments or individuals, they should be consulted carefully before making a decision. Because customers want accurate answers. But in any case, this does not mean that you do not want to do everything possible to solve the problem for the guest. The key is to let the guest understand that his problem is not something you can solve independently right away, and that you are really trying your best to help him. Many guests asked for more invoices at the front desk, but we declined politely and suggested that guests can spend money at other business points and include it in the room charge. This can not only benefit ____ but also meet the needs of guests, but it must not be done for Go against the principles by agreeing with the guests.

4. Consider how to make up for the mistakes of colleagues and departments, ensure that guests check out in time, and satisfy guests

The front desk cashier is the last department that guests contact before leaving the store, so Complaints about __'s various services are usually made to us at checkout, and these problems are not caused by the cashier. At this time, it is most taboo to blame or blame the department or individual who caused the difficulty, "it has nothing to do with it, just hang it up" The most undesirable thing is that not only can it not make up for the fault, but it will make the guests doubt the management of the entire XX, thereby deepening the guests' distrust. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thereby changing the initial bad impression and even establishing a close and mutually trusting customer-self relationship.

5. Keep learning, constantly improve your moral cultivation, and constantly improve your service skills

"Although a sword is sharp, it will not be sharpened until it is sharpened" and "Study diligently before you know the insufficiency." Only learning can continuously sharpen a person's character, improve moral cultivation, and improve service skills. Let us take vigorous steps and keep moving forward, so that we can reach a sky where we can spread our wings and fly high! Mingya brothers and sisters, let’s work hard for our tomorrow! Lobby attendant work summary 5

According to the relevant spirit of the "Bank of Communications Clerk Assessment Regulations" formulated by the head office, combined with my lobby work for more than a year, at the end of this year, I will make a report to the bank leaders report. The summary report of this work can enable leaders to better understand our performance in ideological and political work, so that we can promptly point out problems in our work, correct them in a timely manner, and make continuous progress; the following is my work situation in 20xx, The report is as follows:

1. Main work situation of the year

This year I served as the lobby manager at __ branch. With the marketization of commercial banks, service has received more and more attention. , and the job of the lobby is the beginning of customers’ contact with our bank’s high-quality services, and it is the customer’s first impression of our bank, so our bank has extremely strict requirements for us; the lobby manager is responsible for connecting customers, tall counter tellers, account managers, and Wo The bond between moral managers. Not only are we staff members, we are also advocates for our clients. When customers are confused, we point them in the right direction; when customers encounter difficulties, we lend a helping hand; when customers are confused, we patiently explain; we must be anxious about customers' needs, think about what customers want, and strive to achieve perfection anytime and anywhere. Perfect service to win every customer. We want every customer to feel our smile, our enthusiasm, our professionalism, and feel at home. Our __ branch is located in a residential community and is also a famous nightlife and eating area. Because of these, it has brought a series of problems to our bank.

Usually, most of the customers who come to handle business every day are elderly customers, and there are also a large number of small-note transactions from time to time, which increases the pressure on the counter. In order to solve these problems, we have prepared several sets of plans to carry out at the same time. For problems with a lot of business, we usually arrange the deployment and control of lobby personnel, take customers to the self-service equipment to register for discounts in a timely manner, and help them check their accounts. Customers with cards go to the self-service equipment for processing, diverting customers, thereby reducing the pressure on the counter. Whenever the passenger flow is large, I will ask loudly: "__Customers, please go to the counter at _ to handle business", divert customer tasks, so as not to occupy the time when some customers leave midway, and maintain good working order in the business hall . Because only with good business order can we successfully find our target customers, market our financial products, introduce them to our account managers, and realize the integration of service and marketing. Regarding the issue of change business, we issued an announcement and implemented special counters and dedicated handling, that is, dedicated time and dedicated counters, which greatly reduced the pressure in the lobby; our bank has been here for many years, and the equipment often breaks down, and there are often Customers commented that in order to solve this problem, we inspect and maintain the machines at fixed points every day, discover and deal with them early, and minimize the inconvenience caused by obsolete equipment.

As lobby managers, we not only need to be familiar with our bank’s business and products, but we should also go out and know ourselves and our enemies, so that we can be victorious in every battle. There are many similar situations among our customers. I remember one day in January this year, the entire business hall was crowded with people. There was an endless stream of people coming to inquire about financial products, transfer term, and collect wages. I was also very busy. . At this time, the security guard brought a customer who was inquiring about financial products. I simply introduced him to the __ series of new stocks. However, the customer was not interested and said that the financial products of __ bank were good, so we transferred the money to __ I went to the bank, so I went to queue. I was surrounded by several customers at the time, and I didn’t have time to continue chatting with these two customers, but I kept thinking, “What products does Bank __ have to attract them?” I quickly finished handling my business and walked to just now The two customers said to me, "Can you introduce to me the products of __ Bank?" They gave me a __ insurance leaflet. I quickly explained: "Actually, we also have the product you want to buy, and __ Insurance is separated from our bank. Our bank has close ties with __ Insurance Company and has cooperated for many years. And we also have There are other insurance company products, such as __, __, etc., I can compare them for you so that you have more choices." Then I introduced the products to the customer. Finally, after our efforts, the customer chose __ insurance company. This incident also reminded me that only by deeply understanding the industry and competitors can we do a better job in marketing. When recommending products to customers, you must pay attention to preventing risks, ask whether the customer is prepared for long-term investment or short-term investment, and then introduce corresponding products according to their situation, so as to prevent sales problems.

As lobby service staff, in addition to being familiar with the bank’s financial products and business knowledge, they must also strengthen their professional ethics and be dedicated to their work. At work, we consciously safeguard the interests of the country, Bank of Communications and customers, and abide by social ethics and professional ethics. At work, the lobby manager's words and deeds usually attract the attention of customers immediately, so his overall quality must be quite high. We should also be enthusiastic, generous, proactive and standardized in service etiquette. Moreover, they must be tactful and able to deal with emergencies in a timely manner, and they should also have some emergency life-saving knowledge. Just this summer, a 70-year-old retired court cadre came to our bank to collect his salary. After sitting for a few minutes, he suddenly stood up and fell down. This frightened our bank president and clients. The security guard and I The master hurriedly ran over and saw that the old man was very weak. The old man asked him to lie down for a while. The security master and I did not dare to move casually. The bank manager immediately dialed 120. Before 120 arrived, the customer's condition was a little better. We He quickly helped him sit up and notified his family in time to avoid an accident.

As lobby service staff, we should also have good coordination skills. Since our __ branch does not have a customer manager and lobby greeter, how can we mobilize the work of tripartite personnel and security masters and give full play to their abilities? The function is what we need to pay attention to in daily life. We should pay attention to coordinating tellers and lobby staff to improve cohesion and exert team spirit.

When dealing with those stationed at the site, first of all, we cannot treat them as outsiders, we must treat them as one of us, try to recommend some good customers to them, respect and care for them, and create a good working platform for them. Achieve a win-win situation.

High-quality service cannot just stay in the aspects of environmental beauty, "three-tone service" code of conduct, etc. It should be a proactive awareness, a responsible attitude, and a good work mentality. It is even more necessary for tellers to ask, to form an overall interaction and tacit cooperation. This can only be achieved if there is good order, good process, and good overall performance. In order to better improve my service level and business level, I participated in the Insurance Qualification Certificate Examination, the Fund Practitioner Qualification Certificate Examination, and multiple service standard studies and exercises organized by the branch this year, and successfully passed them. In my future work, I will continue to improve my work quality and service art to better provide customers with quality services.

2. Problems at work

In the past year, I learned a lot of experience in communicating with customers and some marketing skills in the position of lobby manager, but There are also many shortcomings. In the mysterious man's inspection in the third quarter of this year, our bank scored third from the bottom, which tarnished our branches and sub-branches. Afterwards, we learned from the experience and analyzed the reasons for the loss of points, which were mainly due to the external environment and some problems in details. In response to these problems, we actively trained in daily life. Through our efforts, we were finally approved by the branch’s code of conduct team in the fourth quarter. notification of praise. I believe that only by hard work in a down-to-earth manner and in obscurity can we bear fruitful fruits. Next year our bank will face another relocation task. It is recommended that branches should also reserve a self-service equipment service area in this location to avoid the loss of customers.

In the new year, I will work hard to learn service skills and professional knowledge, improve my business level, and provide customers with better and better services with a new look. ;