The work plan of the front desk 1 The front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests begins with welcoming guests at the front desk, and a good beginning is half the battle. Recognizing its importance, we must do our work well. The following is my work plan for the third quarter:
First, like all other service industries, politeness and etiquette: how to keep smiling, how to greet guests, how to provide services for guests, the language to be used in services, etc.
Second, pay attention to the image. The front desk is the first impression of the hotel and the facade of the hotel. Therefore, our front desk staff must ask the guests to wear light makeup, work clothes and have a good mental outlook, so as to maintain the image of the hotel and let the guests know and see our mental outlook of Yibang. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.
Third, the training of front desk business knowledge. Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!
4. English at the front desk. Some English skills at the front desk are the basic requirements for each of our receptionist, so as to serve foreign guests well. As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before. Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment. Through such training, I understand a truth, you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!
Fifth, focus on the overall situation, regardless of personal gains and losses. Whether during working hours or during vacation, if the hotel has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it.
Although the work at the front desk is sometimes trivial, everything should be done seriously. So I will do everything with my heart. I will study hard and work hard in the days to come!
The position and role of the person in charge in the work is affirmative and can be called the leader of the whole department. Then to be a good person in charge, you must be able to lead the people in the department to success. Excellent hotel front office manager's work plan template is as follows:
I think the work of the hotel front office supervisor is mainly divided into the following points:
(1) Assist the manager to do a good job in the overall operation of the front office, arrange employees reasonably, and arrange accommodation for store employees;
(2) Be able to do the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, take corresponding countermeasures in time, and summarize the work of the day and make records;
(3) Make in-store worksheets. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of making the in-store worksheet is to better understand the tasks of the day and also to reflect the transparency and progress of the work;
(4) Grasp the daily passenger flow and turnover, make statistics on the weekly and monthly passenger flow, make corresponding marketing plans, and compare the weekly and monthly turnover at the same time, find out the shortcomings, make a summary and make corresponding countermeasures;
5] Do a good job in the "three ones" of fire safety in this department, and make a daily inspection, a weekly training and a monthly drill, and make corresponding records;
(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;
Participate in the reception work in the front office once, record the problems found in the work, and make corresponding improvement plans at the same time;
A training plan is being made. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;
(9) Work closely with the cashier at the front desk to record the daily turnover. Grasp the collection of petty cash on the same day, arrange the change reasonably, and ensure the cashier to settle the account normally;
⑽ Handling of guest complaints. There are three types of complaints: face-to-face complaints, telephone complaints and written complaints. Hotels mainly complain face to face. No matter what kind of complaints, we must stand in the position of the guests, first of all, we must gain goodwill and trust. If we can solve the demands made by the guests face to face, we must solve them immediately. If it can't be solved, it is necessary to inform the superior leader, make corresponding solutions with the leader, and then solve them for the guests.
The work plan of the front desk 3 Our property front desk is not only responsible for daily reception, but also for solving some customer problems. For example, some unexpected events reported by customers need us to deal with. For the sake of efficiency and for the sake of next year's work, we have made a work plan and carried out our work according to the plan.
First, pay attention to customer opinions.
For everyone, customers are what we need to pay attention to, because our work is for customers, and we do the same thing every day.
Although not many customers come to our company, we have opportunities every day. We should take time out to receive them every day. In order to avoid the work conflict caused by inaccurate time, we have decided to implement it from next year, and there will be a special person to receive customers every day. When receiving customers, we should not only do a good job in customer service, but also learn more about customers' visits and their purposes. There is a list of potential customers to fill in their purpose. Because through past work experience, visiting customers can be divided into four categories, one is cooperative customers, the other is job interview for new employees, the other is customer feedback complaints, and the last is other situations. Do a good job through subdivision, complete the company's tasks, do a good job, and avoid affecting others because of poor work.
Second, check the front desk customer service.
Avoid the slack of the front desk customer service staff, and ask each front desk staff to summarize and report the company's day's work. Because the company is relatively large, the feedback information will be fed back to the attendance department for review, and the work arrangement of the front desk customer service will be more clear. For example, some customers need to pay a return visit to feedback every day and need to contact. At this time, our front desk customer service must make all calls and register within the specified time, understand the situation and write down their own solutions in the work report.
Third, learning progress.
The front desk work is not a simple job, which requires us to spend a lot of time doing and studying. In order to improve the quality of work, we should take time out to study by ourselves every day and try our best to finish the work. Growing up at work will have no influence and will not help our work. What we need is to keep moving forward and making progress. Of course, although there are not many front desk customer service staff, there are many experienced front desk staff worth learning. Watching them work while working, and then working like this, can improve work efficiency and give them better room for growth.
Fourth, abide by the company system.
The most important thing for a company is the company system. Everyone needs to abide by the company's system. Our front desk customer service will strictly abide by the company's requirements in the future work, because the work requires our front desk staff to work in rotation. We will obey the arrangement, do our job well, do not violate the work requirements, be responsible to customers, work hard, master the sense of proportion and go to work on time.
Pre-opening Front Desk Work Plan 4:
1, change work clothes, arrange gfd, and check each other.
2, cleaning, check whether the customer service facilities and equipment are normal.
3. Fill in the actual work schedule and check the work completion and precautions recorded by colleagues the day before yesterday.
4. Attend the morning meeting held by the supervisor (preside over the morning meeting in turn according to the requirements of the supervisor); ① Summarize the work, harvest and reflection (reception, complaints and membership) of the previous day, and share the good and bad aspects of the work with you. Summarize the good methods for the next use. (2) Arrange today's main work, establish work objectives, and clarify the division of labor and matters needing attention.
In the commercial field:
1. If you keep the work of the previous day, you must finish it first, preferably before the peak passenger flow.
2. According to the division of labor in the morning meeting, group reception and personal reception, membership card handling, telephone answering and welcoming guests are all assigned to team members, mainly to individuals, and others help to complete the work of the day.
3. In case of emergency, solve it by personal ability first. If it can't be solved, seek the help of the same group, and finally seek the help of other relevant personnel.
4, take turns to go out for dinner at noon, you must leave people in the store in order to deal with possible affairs during this period.
5. When the shift is over, the person in charge on duty will inform the successor of the progress of the work, the remaining matters that have been completed and have not been processed, and the problems that occurred in the morning work, reminding them of the matters that need to be handled in time and focused on in the afternoon.
Before work:
1. Before leaving work at night, report the handling of today's membership card.
2. Check whether today's work has been finished. Don't leave the unfinished work. Record the unfinished work, so as to remind colleagues who will work early tomorrow, and strive to finish it before business or rush hour tomorrow.
3. After the party, clean up and leave.
Customer service one-week work plan: After two weeks of actual combat, combined with the specific content of WFC customer service work, the one-week work plan is as follows:
(1) Business section: ① Seriously study the company's various system processes and business processes (such as sales, cashier,
Online shopping, return and exchange), so as to respond to all kinds of questions and telephone inquiries raised by customers at any time, and gradually go deep into the work of accepting complaints, communicating with customers and handling customer complaints immediately. ② Summarize and classify the customer's consulting questions every week, so that the superior can adjust the goods and services on this basis. (3) every Friday department meeting to do a summary of the work, customer service area cleaning.
(2) Service: ① Continuously improve service awareness and skills in actual combat, and the team members always
Have good service skills and share them with colleagues. (2) always keep in mind the integrity, don't promise customers easily, and do the promised things well. ③ Don't ignore details, have proper manners, clothes and language, pay attention to customers' shopping psychology and satisfaction, accept customers' suggestions and make continuous improvement.
(3) self-professionalism improvement section: ① improve the communication ability and problem-solving ability in practical work,
Ability to solve problems ② Enhance service consciousness, improve service concept, and enhance sense of responsibility and team consciousness.
At the end of this year, I have been working hard since I started working as a clerk in the management department last year. At the end of this year, I summarized my work last year as follows:
A, serious and responsible to complete the daily work of the clerk, specific as follows:
1, do a good job in answering the phone, receiving visitors, ordering food and delivering water, etc.
2. Make a good purchase plan and consumption summary of stationery;
3. Do a good job of monthly attendance;
4. Do a good job in the management of long-distance calls;
5. Number and classify the books and periodicals in the company to form electronic documents to standardize the management of books and periodicals;
6. Assist in recruitment;
7. Do a good job in the office. In the meantime, the power supply tripped many times because of the exhaust fan, and coordinated with the decoration company and the property management office; Pay attention to the maintenance and replacement of plants and the cleanliness of the office; Pay attention to the maintenance of office equipment such as photocopiers, printers and hot-melt binding machines.
Second, while completing the above work, we also successfully completed the temporary work arranged by the company, such as:
1. Organize team activities every month. Organizing to play ball in Jinan University, swimming in Tianhe Company, barbecuing in Tianhe Company, playing ball in Yuancun Cultural Palace, and taking a holiday in Conghua Hot Springs have all achieved good results, strengthened communication among colleagues and enlivened the atmosphere of the company. In addition, at the end of September, we planned a farewell party for Wu Tao and other employees.
2. Run the company's internal magazine. From July to1February, a * * * ran five internal references. After investigation, it is generally considered that the level is acceptable. However, due to the busy work or other reasons, most people can't contribute, resulting in the problem of insufficient sources of each manuscript. The failure to find a way to motivate employees' writing enthusiasm is related to other factors, such as management, besides their own reasons.
3. Construction of the company website. Because I have no experience in making web pages, I don't know how to realize many technical problems. In the process of continuous learning, I modified the home page and realized some links such as company products. Because the company image needs to be redesigned, this work has come to an end for the time being.
Third, it also assists other departments.
1. After the establishment of the sales department, attend the regular sales meeting of the sales department and sort out the minutes of the meeting and some commonly used materials and forms of the sales department;
2. Assist the development department to do some state-owned pictures, lighting ERP and other projects;
3. Assist the marketing department in typesetting and sorting out the publicity materials of state-owned assets;
In addition, I also participated in the production test of public property and the production of several slides such as authorization management.
Generally speaking, in the past year, my work was serious, but there were also many regrets. Attendance management was not standardized at first; Long-distance calls also have some bad phenomena, because they are neglected in management.
Transferred to the development department, this is the affirmation of my work by my superiors, and it is a new beginning and a new challenge for me personally. In addition to trying to play the role of "document manager" in the development department, I hope to master more technical knowledge in the development department, make personal work plans and constantly improve myself.
Work plan at the front desk 6. Strive to improve service quality.
Answer every call carefully, memorize the extension numbers of all departments, transfer calls in strict accordance with the company's guidelines, and do a good job of confidentiality. When customers visit, I will always pay attention to maintaining good service attitude and warm reception. Promote the company culture to customers in a suitable environment, and skillfully answer customers' questions. Smiling, patient and meticulous, warm tips. In my spare time, I will strengthen the study of telephone skills and etiquette. Constantly recharge yourself to adapt to the rapid development of the company.
Second, pay attention to the hygiene and image of the front desk.
Remind health workers to clean up on time. The pantry within its responsibility shall be kept clean, and the water dispenser shall be disinfected at least once a month. Replace the printer cartridge in time and maintain the front office supplies.
Third, do a good job in stationery procurement and learn some purchasing skills.
Understand the market price of purchased stationery, and further communicate with existing suppliers, hoping to reduce the original purchase price. And find more high-quality stationery suppliers. Choose suppliers with good quality, low price and good service. Save every penny for the company. Maintain more than two fixed suppliers.
Fourth, do a good job in warehouse management.
Check the warehouse on time and classify the goods. Strictly follow the company system, so that every entry and exit is registered. Check the integrity of the goods in time and report the loss or damage of the goods to the relevant departments in time.
Fifth, 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 Jingxin, 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.
Selected work plans of administrative front desk clerks
1. In daily work
(1) Assist in the registration, submission and distribution of all kinds of official documents, sort out the original documents and put them into labeled folders.
(2) sending and receiving letters.
(3) Classification and sorting of low-value consumables.
(4) to assist the work of various departments.
(5) Management of office supplies. Office supplies should be registered, distributed on demand, not wasted, counted on time, and supplemented to meet everyone's needs.
(6) Office equipment and maintenance.
(7) Assist in scheduling and duty during holidays, as well as the company's security work during holidays.
(8) Complete other tasks assigned on time.
In my daily work, I follow the principle of being precise, meticulous and accurate, make careful arrangements, work meticulously, do standardized work, stand in a standardized post and act according to the rules and regulations of the office.
2. In administrative work
(1) The contact and communication between business information officers, the information transmission of the system and the information transmission within the company are all in place.
(2) Feedback of employees' information to the company is a bridge for employees to communicate.
(3) Assist in formulating the company's rules and regulations.
3. Personal literacy and ability
(1) Attend the basic management training arranged by the company to improve their professional skills. The work plan is Administrative Front Desk Work Plan.
(2) Learn work experience and methods from colleagues to improve their own quality.
(3) Self-study to improve knowledge.
I know very well that people's abilities are limited and their development opportunities are unlimited. Now is the era of knowledge economy. If you improve your personal ability and your own ability quickly, you will be eliminated by society. Of course, I need to improve my platform, the platform of my company, and I will seize this opportunity to synchronize my work and self-cultivation and realize my own value.
work
(1) Assist the Human Resources Department.
(2) Solve other temporary work.
The front desk work of the company is trivial and complicated. I will divide the situation, arrangement, post responsibility system and work in an orderly way; I pay attention to doing things in place without being offside, serving without making decisions, being a real staff assistant and being a bridge between superiors and subordinates.
Work plan of the front desk 7 1. Establish and improve the rules and regulations of housekeeping department and the work plan of front desk.
The existing rules and regulations of the housekeeping department are extremely incompatible with the actual situation in daily business activities, and there are some problems, such as "multiple responsibilities in the same post", "no unified standard for service operation" and "various reference standards for management punishment", which seriously hinder the development of the housekeeping department in the direction of standardization, standardization and procedure. In 20xx, a complete housekeeping management system will be established, including: organizational structure and post setting chart of housekeeping department, job description of housekeeping department, job content of housekeeping department, working standard and operation flow chart of housekeeping department, reward and punishment regulations of housekeeping department, and job evaluation methods of housekeeping department. Through the unified formulation of the above management system, employees in each position can be more clear about their work content, standards and norms of various work operations, further improve service quality and work efficiency, and at the same time be conducive to the in-depth development of various management work.
Second, department cost control.
In 20xx, the total cost of housekeeping department must be controlled within 2.493 million yuan, that is, the average monthly cost should be controlled within 207.75 million yuan. Through the analysis of the monthly expenditure items of housekeeping department, it is estimated that the monthly fixed cost expenditure of housekeeping department is 654.38+0.26096 million yuan, and the variable cost must be controlled within 654.38+0.053,265.438+0.000 yuan, so as to complete the annual cost index control task. Therefore, the housekeeping department will effectively formulate the "energy saving and consumption reduction plan and implementation measures".
1. linen washing cost has always been an important part of the department's variable cost. We can change the current linen replacement system in the guest room to "one guest replacement" system to reduce the number of linen replacement and washing. On the one hand, the washing cost of linen is greatly reduced, on the other hand, the service life of linen is prolonged, the room cleaning time of waiters is shortened, and the working efficiency is improved. After preliminary estimation, this method is adopted.
2. Strictly control the use of various consumables in the room. In principle, the system of "one customer for one change" or "replacement after use" is implemented for all kinds of consumables in the guest room; Unused toiletries that guests insist on replacing must be fully recycled and refilled on the premise of ensuring sanitary quality; For teams and conference rooms with room prices below 60%, reduce the number of toiletries and only equip them with "shampoo" and "shower gel"; According to a preliminary estimate, this method can save about 32,000 yuan of variable cost a year;
3. Strictly controlling the use of "water, electricity and gas" is also one of the important measures of "saving energy and reducing consumption". ① Guest room water is mainly divided into "drinking water" and "domestic water". When changing the drinking water in the guest room, the remaining water in the bucket should be combined and filled for secondary utilization under the premise of ensuring sanitary conditions to prevent the waste of drinking water resources; For "domestic water", the phenomenon of "running, running, leaking and dripping" is mainly prevented through careful inspection, and the phenomena of continuous running of water in the guest room bathroom, water leakage in the water pipe joint between the guest room and the public bathroom, dripping of the shower nozzle in the guest room bathroom and running of water in the tube well are completely eliminated; In addition, some technical innovations can be made, such as controlling water flow by improving the nozzle under the condition of ensuring spray pressure; Fill the toilet water tank with sand bottles to reduce the water consumption of the toilet. 2. Save electricity. First of all, we can enhance the awareness of energy saving and consumption reduction by modifying the operating requirements of cleaning rooms and training waiters, turn off all kinds of electrical equipment in public toilets on floors at any time, and try not to use electrical equipment when cleaning rooms. Secondly, when guests are in the room, they should take the initiative to seek their opinions and turn off the switches of various electrical equipment that are temporarily unnecessary; Under the premise of meeting the national lighting standards, the bedside lamp in the guest room will be changed from the current 40W to 25W, further reducing the room electricity consumption. ③ Saving gas is mainly reflected in the use of central air conditioning. We must work closely with the engineering department to reasonably shorten the start-up and operation time according to the actual situation of the day, such as passenger situation and temperature, so as to realize the overall gas consumption saving. According to preliminary estimation, the variable cost of "water, electricity and gas" can be saved by adopting the above method for one year, about 1 10,000 yuan.
Third, departmental training.
Housekeeping department should pay close attention to the 20xx-year departmental training. In the early stage, all employees can receive standardized training in etiquette, service awareness, work content, work standards, operation skills, equipment and facilities maintenance, etc. According to the formulated rules and regulations, employees in each position can clearly understand their job responsibilities, work contents, standards and norms, and know how to carry out their work, so as to truly "have a clear goal"; In the middle and late period, according to the problems existing in the actual operation of the housekeeping department, special training can be carried out in energy saving, room service English and service quality improvement to deepen the service work of the housekeeping department; Gradually establish and improve a complete room job training system, and constantly improve the comprehensive service quality of room attendants, so as to improve the overall service level and work efficiency of the housekeeping department. Training will be conducted once every quarter, and the training content will be submitted to the hotel administration department for review in the first month of each quarter, and it will be revised and improved according to the audit opinions, and one of the three months in each quarter will be specifically organized and implemented (depending on the quarterly operation).
Four, wages, monthly bonuses and assessment work.
For a long time, the work of the Ministry of Home Affairs has lacked the necessary assessment mechanism. There are serious disjointed and irrelevant problems in salary distribution, monthly bonus distribution, excellent evaluation of departments, selection and promotion, and there is no good competition mechanism and development space among employees, which seriously hinders the process of sustainable development of housekeeping department. In order to realize the goal of "rewarding diligence and punishing laziness and commending advanced" and form a good work style in the housekeeping department, the following work will be carried out in the next year's work:
1, salary. According to the hotel's 20xx annual salary grading standard, the salary standard of housekeeping department can be set at three levels: A, B and C, from foreman to waiter.
Payment standard and method: according to the monthly comprehensive assessment, the waiter's salary is graded (A, B, C) and reported to the hotel administration department for review. After the approval, the finance department will pay the graded salary to the employee's salary account around the 7th of each month;
2. Monthly departmental award. According to the difference between the post establishment of the department and the number of people actually working, the funds are withdrawn from the total wages and distributed as monthly departmental awards to encourage employees with good comprehensive performance.
Distribution standard and method: according to the monthly comprehensive evaluation, the monthly awards of waiter departments are graded (A, B, C). In principle, employees who can get A-level salary in the current month can enjoy A-level department monthly award, and so on; At the same time, the scoring results will be reported to the hotel administration department for review. After approval, the grading bonus will be paid to employees in cash or transferred to the salary account by the finance department around the 20th of each month.
3, job evaluation and assessment. Establish an assessment record book for each employee of the department, make a detailed assessment and score for each employee's daily labor discipline, service quality, work completion and other contents according to the working standards and procedures of the housekeeping department and the provisions of the rewards and punishments regulations of the housekeeping department, make a summary registration of daily deduction points or reward points, calculate the score every month, evaluate the grade, and link it with the salary of the current month and the monthly award of the department to form a linkage mechanism; At the same time, the grades of monthly assessment will also serve as an important basis for individual post adjustment, promotion and year-end assessment of department employees.