The template of the front desk work plan 1 summarizes the past and predicts the future. On the way to a more professional hotel, there are many ways to go in the front hall, a lot of common sense to learn and a lot of resumes to accumulate. The purpose of the front office department is to promote part of the service volume, service innovation, echelon training and promotion, and guide thinking; The following is the request for the task plan report of 20xx Group:
1. Some team management and support tasks.
Part of management focuses on maintaining team development, and team support is applied to performance management to ensure that it can trigger employees' task potential and protect the smooth operation of this part. The following is the implementation plan for team management and support:
1. Give the team thinking and mission objectives.
Constantly inject "positive thinking" and "positive energy" into the team, and always hold the masters together, connect them together and move toward the goal. Always give the team suspicion and fear in the task. Link is not dominated by his subordinates' emotional warfare thoughts under any circumstances.
2. The didactic way of team tasks
Separate the resumes of some employees from their further study and development, and treat each employee's literacy in a targeted manner. As a part of the person in charge, they should not only put forward their achievements in the task, but also inspire their subordinates to consider their achievements before deciding the result. Be a supervisor who can only decide the way of achievement if his superiors consider it.
3. Pressure, sponsorship and encouragement to the team
It is very necessary to give the team inevitable task pressure in the task. Do your own foot color positioning. The manager of the bad drama must be the agitator of the bad drama, and half of the management is agitation. Be encouraged. The goal is to better motivate the task. The church uses encouragement and encouragement.
2, some rough benefit management and performance audit improvement plan
1, establishment and popularization of standardized and quantitative management
1) Implement "Write what I do, do what I write, and make continuous improvement", which is a perfect branch management form.
2) Some standardized training plans should be made, and the training should be checked in, evaluated, recorded, queried and escaped.
3) Stop the standardized audit of some employees. There are test papers and transcripts, and all records can be consulted.
2, the establishment of some analysis data
1) In the monthly analysis section, the year-on-year and month-on-month analysis of data, sales growth, customer satisfaction and favorable comments are stopped, and the contents are found out.
Good distance should be increased immediately.
2) Monthly analysis of service volume: the success rate is artificially linked to some achievements, and the existing demonstration achievements are analyzed and improved in real time, instead of.
Break the role of promoting services.
3) Monthly employee analysis: Stop analyzing employee activity rate, employee static state and employee sameness to ensure better talent echelon training.
Training plan.
3. Establishment and perfection of partial review mechanism.
Establish an external training team to promote the construction of daily inspection mechanism, and supervisors at all levels are responsible for supervision, correction and improvement; Stop a fair review of machines and plans and take this situation for the time being.
4. The establishment and improvement of some normal parties
1) hold a daily meeting. 10-20 minutes, if you have something to report, the external performance is the same and the same.
2) The monthly meeting will analyze the recent situation of last month, such as comparison and chain comparison, and propose to stop modifying the results and worsen the management layout and
Heavy supervision.
3) Hold an annual meeting of some employees every quarter or half a year to publicize hotel civilization and interpret new hotel policies and regulations.
Content, understand employees' complaints.
5. Establish a task plan and summary machine.
1) Every turnkey booth should have a task plan and summary every week, every month, every six months and every year.
2) Establish a task plan review mechanism, and link it with performance to realize a planned and hierarchical task state.
6, performance management, the establishment of incentive mechanism.
After summarizing the effects and shortcomings of the 20xx annual performance audit, some related evaluation rules are improved, and this principle is clarified by rewarding the superior and punishing the inferior, and the performance audit of all employees is implemented to ensure the task obedience and incentive effect of the employees in the promotion group.
3, service quality improvement plan and some training.
1. Establishment and perfection of the divisional training system
Classify a part of the training system, refine the training content, pay attention to the systematic training of newcomers, and gradually set the refinement and standards of pre-job training, on-the-job training and promotion training.
1) Pre-job training and the construction of some training courseware constitute the most fundamental training materials.
2) On-the-job training, also called teaching inheritance, is one-sided knowledge and control of this booth.
3) Improve training, build a promotion platform for poor employees, supervise and improve training courseware, and learn basic management skills.
And build a platform for talents to fully develop themselves.
4) Ensure that the training must be planned, evaluated, reviewed and summarized, and all records should be filed locally.
2. Training Rules for Front Desk System
First of all, cultivate planting and promote employees' professional understanding of dedication and happiness. Apply opportunities in various places, accept various situations, and stop thinking, train and promote employees.
The first step is "Tao": the content to be trained should not be divided, but should be taught to employees one by one, so as to be clear, thorough and in place.
The second step is to "see": that is, to examine the ability and effect of employees to sell, so that employees often get nervous to sell.
The third step is "evaluation": that is, stop criticizing the actual operation of employees and stop guiding and correcting deficiencies. "Comment" is a summary.
Let the trainees clearly know which centers are insufficient and which centers are short-boards, and sponsor the search for the goal of promotion and improvement. Be good at receiving employees' bright spots and encouraging them, and then sponsor employees to build doubts.
The fourth step is "quantitative warfare": stop the quantification and standardization of training aspects, standards, scales, details and requirements.
Change, so that the training content does not go out of shape. The importance of quantification means to stop quantifying the time, obedience and mental units required by the training content one by one to ensure that the training scale is consistent and the effect is rapid.
3. Closing words
Looking back, the improvement of some parts and individuals is still very small, and the shortage is the biggest obstacle to improvement. In the year of 20xx, we will make improvements in the year of 20xx, so as to make ourselves more professional and stop the targeted improvement of shortcomings. I hope to break through the existing bottleneck and complete a new transcendence in 20xx. Carry forward the shortcomings and make insufficient improvements, so that some of them can become real coordination teams and poor performance teams, and also become more professional hotel professional managers!
First of all, I sincerely congratulate the hotel management company and Xinjie Hotel on their prosperous business in the new year, and they will be twice as good the next day!
Engaged in front desk reception for a long time. Since I entered the company, I have been strictly abiding by the company's rules and regulations and binding myself according to the norms of my duties. Over the past three or four years, my thoughts and studies have changed greatly, and I have gradually matured and have a further understanding of my outlook on life and values. At work, I can take every task assigned by the leader seriously, never be careless and try my best. Always act according to the principle, be strict, cautious and responsible, and finish the work on the same day. While working hard, don't forget to use your spare time to strengthen your study, gain more knowledge, enrich your experience, improve your overall quality, constantly sum up your experience in practical work, improve yourself, and strive to become an all-round excellent employee.
Now I will summarize my work as follows:
First, receive foreign users and answer the phone.
Adhere to "users are in the heart of Chuanyi". When foreign guests visit and receive, they get up and greet each other, treat each user warmly, generously and politely, and guide them to their destination. The requirements put forward by users, try our best to meet their needs. When answering the phone, use Mandarin with kindness, courtesy and enthusiasm. According to the content of the call, transfer it to the relevant personnel for handling. When the person you are looking for is not available, transfer it to the corresponding person for processing. When you encounter something important, you must first find an employee to handle it, and then tell the other employee's mobile phone number. Register the business phone number that the customer did not handle at that time, record the customer's name, unit, contact number and reason in detail, and then convey it to relevant personnel for processing in time.
Second, the meeting room, negotiation room, office management
The conference room is the working environment for all departments to hold meetings, negotiate and receive foreign guests, so it can't be ignored at all and strictly controlled. When all departments need to use the conference room, they must register according to the regulations before using it. In case of meeting conflict, the conference room shall be arranged as a whole according to the sequence and importance of the meeting. And help them arrange the venue, organize every meeting, and ensure the effective development of the meeting. Keep the meeting room and negotiation room clean and hygienic, and provide a clean and comfortable environment for all departments. In addition, I am also responsible for sorting out the documents, office environment and cleanliness of the general manager and deputy manager's office, and do comprehensive sorting once or twice a week to provide a comfortable and clean working environment for the leaders.
Second, the work of the media center
In order to enhance the corporate image and strengthen the corporate culture construction, the company established the corporate culture media center on xx, xx, XX, 20xx, and it has been one and a half years since then. I am the main person in charge of the media center and carry out all the work of the media center. In the process of implementation, timely collect the production, business dynamics, news and information content of the whole company. After being reviewed by the department leaders, the content was produced by me and finally released to the outside world. And use the morning, noon and time to give you warm reminders and greetings to make employees feel warm. Office exercises and broadcast gymnastics are broadcast regularly during the break every day, so that everyone has a sense of movement. In view of the work of the media center, a company-wide investigation and interview were conducted, and many employees' opinions and suggestions were collected, which made the work of the media center colorful. In the first half of this year, we collected manuscripts, meeting notices, news and other manuscripts 125 and customized 35 songs for employees' birthdays; The media center provides a platform for employees of the whole company to quickly respond to news information, and also adds a beautiful landscape to the construction of corporate culture. When I was in charge of the media center, I was also responsible for the management of the use, maintenance and repair of electrical and audio equipment, and regularly inspected, cleaned and maintained the equipment. In order to do a good job in the media center, I realized that I still need to study hard, such as making photoshop and Flash graphic design drawings to make the work of the media center more colorful.
Over the past three or four years, I have worked hard to do my job well, and my work achievements have also been affirmed by the broad masses of workers and leaders. Although my workload is heavy and my salary is low, I think it is a test and challenge for myself, and it is a manifestation of surpassing myself, perfecting myself and realizing my self-worth!
Recently, the company adheres to the "people-oriented" management mode, envisions employees' health, improves employees' awareness of physical exercise, and establishes a gym, which will be responsible for the management of the gym, adding difficulty and workload to my work. I believe I can do well, and I hope that through my own efforts, I can contribute to the enterprise's first realization of the "Eleventh Five-Year Plan" goal!
Model essay on the front desk work plan template 3 I. Front desk discipline management system
First, employee image management
1. Employees must wear uniform and work shoes, and keep their clothes clean and work shoes clean.
2. When employees go to work, they must wear employee ID cards at the designated locations.
Employees are not allowed to comb weird hairstyles, and their hair should be tied in ponytail shape over their shoulders. You are not allowed to cover your eyes when staying in the sea (you can only wear rings and watches on your hands; No more than two hair accessories).
4. Employees are not allowed to keep long nails and can only apply colorless nail polish; Jewelry should not be exaggerated and heavy.
5. Employees must wear light makeup (including eye shadow, foundation, blush, lips, etc.). ) as required at work.
6. Don't chew gum, smoke or eat; Keep your body odor fresh and your mouth clean.
7. Cover your mouth when yawning; Don't pretend to scratch, pick your nose, pick your ears and pick your teeth.
8. Don't show laziness; Don't shake your body when standing, and don't stand against the wall or cabinet; Don't make faces and do strange things.
Second, discipline management.
1. If there are guests in the front desk area, you are not allowed to sit and work, and you are not allowed to talk about topics unrelated to work.
2, strictly abide by the job, shall not leave without authorization, leave without reason, engaged in private affairs unrelated to the job.
3, the front desk telephone calls, should be answered within three rings; Answer the phone in standard language.
4. Do not use the counter phone for personal use without authorization. If there is an emergency, you can ask your boss to use the backstage phone. It is forbidden to play with mobile phones and answer personal calls during office hours. In case of special emergency, you need to cut off the phone as soon as possible so as not to affect your work.
5. Don't use working hours to read newspapers and books that have nothing to do with the work content.
6. Don't talk loudly, play, whisper or make noise.
7. The front desk staff should remember the telephone extension number, the mobile phone number of the sales consultant, all the numbers of the club and the mobile phone number of the manager.
8. Pay attention to the surrounding environment when handling the counter documents to avoid ignoring the guests.
9. When the guests come to the counter, they immediately put down the documents they are processing, greet them politely, and show their professional training, competence and ability to serve the guests.
10, pay attention to the guest's questions, don't interrupt the guest's narrative at will, and then give a clear answer. If you don't know how to answer a question, you should say, "Just a moment, please. Let me check." .
1 1. Try to remember the guest's last name and address the guest as "Mr./Ms./Ms. X, hello!" .
12, in case the guests are amateurs or can't follow the crowd, don't make fun of them.
A) Don't be too wordy and serve the guests patiently.
Third, attendance discipline management
1. Employees must go to and from work on time according to the work shifts and time specified by the department (handover work needs to arrive at work 15 minutes in advance).
2. When going out on business, you should indicate your destination and get the consent of your superiors.
3. Employees shall not be late, leave early or absent from work without reason; Sick leave, personal leave and shift adjustment must be completed in advance.
4, employees are not allowed to use the front desk computer to surf the Internet during work.
Second, the duties of the front desk supervisor
The role of the front desk supervisor is to realize the communication between the boss, colleagues and subordinates, and the supervisor should establish channels for consultation and communication with them, so the intermediary role of the front desk supervisor is very important.
1, main responsibilities:
The front desk supervisor is mainly responsible for the internal management, personnel assessment, workflow formulation and policy planning of the whole customer service team, and constantly optimizes and innovates to ensure the normal and efficient operation of the daily work of the whole department. Details are as follows:
1, supervise and guide the front desk work, study and solve the problems encountered in the work, and formulate the work priorities.
2. Be responsible for providing suggestions and plans for various new service projects and organizing their implementation.
3. Deal with major customer complaints and put forward handling opinions in time.
4. Collect customer feedback regularly and optimize the service process.
5. Coordinate cooperation with other departments.
6, often keep in touch with the front desk staff, adjust the psychological pressure of the front desk staff, ensure the enthusiasm and work level of the department staff, and improve customer satisfaction.
7. Do the front desk work report, summarize the work of the month, and make the work plan for next month.
2. Main work:
1, do a good job at the front desk and set an example for other staff.
2. Check the employee's etiquette and gfd every day.
3. Make a monthly shift schedule for the front desk staff.
4. Supervise the daily attendance and work of employees, and comprehensively check whether there are any omissions.
5. Preside over the small front desk meeting and weekly meeting of 10 minutes every afternoon, summarize the work situation and make the work plan.
6, reasonable arrangement of front desk jobs, work distribution and personnel training.
7. Manage customer service emails, reply and sort out related emails.
8. Responsible for sorting out the weekly member complaint statistics.
9. Be responsible for organizing the overall planning of the publicity of member activities.
10, responsible for members' public opinion survey, collecting members' feedback, and providing reliable basis for superior decision-making and relevant departments' work.
1 1. Responsible for providing suggestions and plans for various new service projects and organizing their implementation.
12. As a supervisor, he has to work at night at least four working days a week to ensure the normal operation of the club during busy hours.
Third, the front desk workflow
Remarks: In view of the different business hours of the club, the front desk is allowed to work at different times.
Business hours (Huanshi Store: 7: 00-23: 00; Tianhe Store: 9: 00-22: 00; Dongfang store: 10: 00-22: 00) 1 morning shift: class a: 8: 30- 17: 00.
1, pack up gfd before going to work and arrive on time;
2. Go to the engineering department to get the key to open the DJ room (except the Oriental Store), turn on the opening ceremony music, and then turn on the computer of the Internet cafe in the member leisure area;
3. patrol;
4. Go back to the front desk, turn on the lobby lights, turn on the computer, sort out stationery, forms and materials, and make good preparations before business;
5. Read the log and sign it, and follow up the remaining problems; Check whether there are any notices such as course changes, so as to inform members in time;
6. Count the number of sun oil, Zhou Ka and membership card (blank card); (Tianhe and Dongfang stores have no sun lights for the time being)
7. Copy daily courses;
8. If you need to put newspapers and magazines on the magazine rack in the water bar, you need to sort out the letters and send them to relevant departments.
2. Middle shift: Class B: 12: 00-20: 00.
1, pack up gfd, arrive at the post on time, and hand over Class B and Class A, and Class A has food;
2. Read the log and sign it, and follow up the remaining problems;
3. Handle post work.
3. Night shift: Class C: 14: 30-22: 00.
1, read the signature of the log book and follow up the remaining problems;
2.2 1: 55 Turn off the music in the venue;
Close at 3.22. Count unused membership cards, turn off computers, front desk lamps and computers in Internet cafes, and put all stationery, forms, materials and other items at the front desk back in the drawer and lock them; If there are any problems left over, please indicate them in the handover book; Finally, return the key to the engineering department.
4, the front desk foreman:
1. Check the trial of all stationery, forms, materials and other items at the front desk every day. If it is almost used up, you should copy the application in time;
2. During off-peak hours, colleagues can take turns to rest;
3. Arrange colleagues to inspect the site every two hours.
4. If new colleagues join the company, they need training;
5, if there are other colleagues did not do a good job, need to urge them to finish the work;
6. At the end of each month, remind colleagues who are in charge of all work to sort out the work of the month and hand it over to the foreman (such as private lockers and large lockers). ).
7. If there are special circumstances (such as complaints or suggestions) at the front desk, it is necessary to be present to help solve the problem and maintain the order at the front desk; If the situation is serious, you should immediately report it to the customer service or superiors and accompany them to solve it.
8. Clean the coins in the box regularly and count them.
9. If the new membership card is running out, you need to do it in time.
10. Send an email to the supervisor every day to report the situation of the clubhouse and the front desk that day.
5, the front desk staff need to do a good job at any time every day:
1, Check-in & Check-out: Help members check-in (check-out), issue (take back) locker keys and towel tags, and input data into the computer;
2. When checking out, if the guest doesn't return the towel label, ask the member whether he has returned the towel and whether the quantity is correct. If there is no problem, guests can leave; If it is found to be lost, relevant fees shall be charged according to the price of the lost items;
3. If the membership card fails to provide information or has an abnormal situation, it should find out the reasons in time, formulate relevant solutions and hand them over to relevant personnel for follow-up;
4. Answer all incoming calls and transfer them to the department;
5. If there is a guest visiting, please register the relevant visit first, and then inform the consultant to receive it;
6, new members, do a good job in membership procedures, must take a big photo at the front desk, input the computer, in order to confirm the identity of the approach; Help the member system to make a new membership card (cards must be made according to the card type);
7. If a member rents a private locker, first explain the relevant matters and charging standards of renting the locker to the member, help the member fill in the documents, ask the member to pay the relevant fees, and make a good record of the information of renting the key;
8. If a guest comes to try out, he must make an appointment with the consultant first, ask about relevant matters, fill in the form, pay a deposit of 100 yuan after being approved by the superior, and then issue the key to enter the venue;
9. Whenever a guest joins the club, visits or tries out, the information of the guest (including name, gender, telephone number, consultant and method) should be entered into the management system of "knowledge and love" in time;
10, the number of people at the gate needs to be counted half an hour before the end of each class.
I have worked in the company for more than three years. Although I am still the most common front desk clerk in the company, I have completely mastered my work direction. I believe that as long as I make persistent efforts, I will do better in the next two years!
The second half of 20xx is full of challenges, opportunities and pressures. I have worked here for more than three years. Here, I made a work plan for the second half of 20xx, so as to make greater progress and achievements in the second half.
First, carry forward the spirit of hard work and hard work.
Facing the complicated and heavy tasks at the front desk, I am not afraid of difficulties, take the initiative to find something to do, and achieve "eye diligence, mouth diligence, hand diligence and leg diligence", actively adapt to various environments, hone my will and increase my talents in heavy work.
Second, carry forward the unremitting enterprising spirit.
Strengthen study, be brave in practice, read widely, pay attention to collecting all kinds of information while learning from books, and absorb all kinds of "nutrition" extensively; At the same time, pay attention to learning methods, correct learning attitude, improve learning efficiency, and strive to cultivate their solid work foundation, dialectical thinking methods and correct ideas. Strive to do better and establish a good image of our company.
Third, be a good assistant.
Strive to complete and do the work assigned by the supervisor, and enhance the sense of responsibility and team consciousness. Take the initiative to do the work to the point and implement it to people. I will try my best to reduce the pressure on leaders. Be able to help supervisors or colleagues share some work while completing their own work. Help each other with colleagues and maintain a harmonious working environment.
Four, familiar with the company's new rules and regulations and business work.
The company is constantly reforming and formulating new regulations, especially in the ongoing 7S implementation. As an old employee of the company, while observing the company's regulations, he must take responsibility and cooperate fully.
The above is my work plan for the second half of 20xx, which may be immature. I hope the leader will correct me. The train runs very fast on the headband, hoping to get the correct guidance and help from the company leaders and department leaders. Looking forward to the second half of 20xx, I will work harder and treat every job seriously and responsibly. I believe I will finish my new task and meet new challenges in the second half of 20xx. With my own continuous efforts and the help of leaders and colleagues, I will work better in the second half of the new year.
Model essay on the front desk work plan template 5 I. Guiding ideology
Actively carry out practical and effective work, adhere to the concept of "based on enterprises and serving enterprises" as a guide, take the road of comprehensive, coordinated and sustainable development, tap potential and increase efficiency, do a good job in internal management, comprehensively improve work efficiency, gradually improve departmental management level and service quality, build a United, harmonious and healthy working environment, and realize standardization, institutionalization and normalization of departmental management.
Second, internal management.
First, formulate and implement the daily inspection rules and implementation measures of the front office department, and realize the comprehensive and standardized operation of each position through clear quality standards and strict inspection system.
The second is to strengthen the pre-control, on-site control and post-control of the quality of workplace work, pay attention to detailed services, pay attention to the needs of guests, pay attention to the feelings of guests, and ensure to provide "active, enthusiastic, accurate and fast" services for guests.
Third, plan employees' career, gradually try out the job rotation in the front desk, business center and switchboard area, enrich employees' work experience, increase employees' work skills, improve employees' interest in work, and build a compound talent with one specialty and many functions.
Four, improve all kinds of table records, data analysis, operating procedures and other work, so that accounts can be checked, evidence-based, rules-based.
5. Continue to collect and sort out customer files, provide intimate, personalized and customized services for guests, increase materials and provide guarantee.
Sixth, in terms of energy saving and consumption reduction. Strengthen the maintenance of facilities and equipment to prolong the service life; The front desk saves the use of orders, registration forms, room cards, key bags, etc. If there are mistakes, use correction fluid first and then use it to reduce the waste caused by personal reasons; After 0: 00 pm, there is always a chance to close a switchboard to save energy; Business center can use waste paper instead of new paper, and can use express paper instead of copy paper.
Seven, pay attention to safety awareness, implement the hotel safety rules and regulations and the relevant provisions of the public security department.
Third, foreign sales.
First, the third quarter door-to-door customer sales tasks, according to the actual completion of the last quarter and the hotel's internal and external market environment, will be studied and formulated separately.
Second, take the newly-added area of 17- 19 as a selling point to improve the personal occupancy rate of the hotel, make full use of the hotel sales policy to increase the intensity of selling houses, so as to ensure that the right to exercise does not exceed the authority and the position is not offside.
Third, strengthen outreach to railway passenger transport offices, long-distance bus stations, taxi companies and other units, and strive to achieve a win-win sales effect of * * *.
Fourthly, when serving the door-to-door guests, we should train the front desk staff to pay attention to the guests' words and deeds, identify the identity of the guests and the nature of the hotel, choose the appropriate sales target, and flexibly use the sales language skills such as approach, selection, turning and borrowing to achieve the sales purpose.
5. Hold regular customer experience exchange analysis meetings in the front desk area to study customers' consumption psychological orientation and sales skills. At the same time, establish a sound assessment mechanism, rank according to performance every month, and analyze the reasons for improvement.
Six, often organize relevant departments to collect and understand the information of tourism, hotels and their corresponding industries, grasp the trend of their operation and reception services, and provide comprehensive, true and timely information for hotels in order to formulate marketing strategies and flexible promotion plans.