Front Office Work Month Work Plan 1

Before making the work plan for next year, I want to thank the three leaders of the hotel for their support at work and their concern in life. When I came to this strange environment, your encouragement and support was a valuable asset in my life and work.

After coming to Hot Spring Holiday Hotel, I was responsible for the front office and shopping mall work for nearly half a year. During this half year's working time, I learned a lot of hotel professional knowledge in guest room, front desk reception and marketing, as well as many methods and skills of dealing with people. Summing up my work in xxxx, from the enthusiasm when I first came to the hotel and the expectation and longing for this new job, to the busyness but enrichment in the early stage of the hotel opening, and then to the joy when the hotel was grandly opened, along the way, my growth was accompanied by the first high-standard State Grid Corporation meeting, and the new image and new look of the hotel was pushed to a new height. Under the correct leadership of the leaders and the efforts and persistence of every employee, the hotel is becoming more formal and perfect day by day. I am honored to be a witness to this process. As Yang Zong said, I also want to improve myself and my work in the process of the hotel growing. In view of the practical work problems of xxxx, the work plan of xxxx is now reported as follows:

First of all, about the front desk

1. Strengthen the staff's understanding of various situations in the hotel so as to answer questions. The hotel belongs to all of us, and everyone has the right and obligation to maintain the image. The lobby is the first window to open the hotel door, and our receptionist is like the guardian of this window. The front desk has close contact with all departments of the hotel. Therefore, the front desk staff should know the overall situation of the hotel like the palm of their hand, down to "which building in the villa area is the room number, whether it is a single room or a standard room, what is the room status every day, and what is the internal telephone number" or "the names of all the private rooms in the restaurant and the number of people who can eat in the private rooms". In order to solve this problem, all the staff at the front desk were given an exam. For those who can't pass the exam, I plan to use on-site memory and go to the hotel when I'm not busy.

2. The gfd requirements of the receptionist should be strict. Including hair style, facial makeup and clothes. This training can be accomplished by "helping each other and learning from each other". According to the basic situation of the hotel, this training focuses on the older employees among the front desk receptionists of the hotel.

3, the front desk receptionist standardized service specification. It includes the education of basic service concept, service action, service language, communication skills and employee responsibility. Due to the small number of staff at the reception desk, the plan to train teachers is unrealistic. 1, according to the characteristics of existing employees, point out the problems existing in the work and correct them in time. 2. Download some knowledge about the service through the Internet and other channels, play it circularly on the TV at the front desk, and instill knowledge by listening and listening. According to the training I have attended before, summarize some information I feel I need. Communicate it to employees in the form of oral explanation or written materials. The purpose is to summarize a set of standardized front office service specifications suitable for the actual situation of our hotel.

Second, about shopping malls.

1, do a good job of recycling goods. Although the recycling of goods has been done well in recent months, there are still some loopholes, which are repeatedly emphasized and spot-checked in the form of pre-class meetings to standardize the work. Avoid waste.

2. Both people in the shopping mall asked to report it. We should supervise each other and learn from each other.

3. Work hard for the annual goal. In terms of meeting accounts, the price of goods in the mall and the amount charged by the front desk must be consistent with the price list, and employees are not allowed to lower or discount them privately. Finally, the front desk unified the money to the finance department. In last year's work, there was no case of employees reducing prices or exempting orders without permission. While affirming their work, don't forget to tell them to guard against arrogance and rashness. Strive to achieve the annual goal of the mall.

The above is my improved working method for the problems in xxxx work. I hope that the leadership will supervise and give more valuable opinions!

Front office work month work plan Part II

First, strengthen the business training of employees and improve their comprehensive quality.

Every member of the lobby is the image window of the restaurant. Not only should the overall image be tested, but also the business knowledge and service skills can reflect the management level of a restaurant. If you want to keep business knowledge and service skills on the same basis, you must do a good job in training. If the training work can't keep up, it will easily lead to employees' low enthusiasm and lax business level. So your own plan is to conduct necessary weekly training according to the business progress and application of employees. Training methods are mainly biased towards teaching and field simulation. At the same time, submit the training summary of last month and the training plan of this month to the general office and the human resources department for supervision before the 5th of each month.

Second, strengthen employees' sales awareness and skills to improve the occupancy rate.

After 19 years of ups and downs, the hardware facilities of the restaurant have also become obsolete with the passage of time. Facing Jiangmen's catering industry market, the competition is fierce, which can be said to be a long way to go. Due to the outdated hardware facilities in restaurants, engineering problems often occur, which affect the normal service to guests. For high-grade guests, some will be lost with the appearance of newly renovated luxury restaurants. As a member of the restaurant, I know that the guest room is one of the important revenue-generating departments of the restaurant, and it is also a profit-making department, so every member of the restaurant has the responsibility and obligation to do a good job in sales. In order to do a good job in sales, I plan to train the receptionist in the ways and practical skills of selling houses, and at the same time instill the instructions of the restaurant supervisor, emphasizing the purpose that employees should try their best to keep the guests as long as they come to the reception desk, strive for the occupancy rate of the restaurant as much as possible, and improve the economic benefits of the restaurant.

Three, strengthen the management of various reports and customs declaration data.

This year is the Olympic year. Because of the Olympic Games, people from all over the world will come to China. Facing the sudden "attack" of people from all over the world, as the reception department of the catering industry, in order to ensure the normal work of the restaurant, we will strictly require the reception desk at the front desk to do a good job of registration and uploading. The front desk will check in every guest according to the regulations of the Public Security Bureau and input the information into the computer. The information of the guests will be reported to the local public security bureau in time through the uploading system of the restaurant, and the notice issued by the public security bureau will be carefully implemented. At the same time, a special person will be appointed to report the guest information and related data.

Fourth, respond to the slogan of "saving energy and reducing consumption" advocated by restaurant leaders.

Saving energy and reducing consumption is the slogan that many restaurants have been calling for. This department will also respond to the call of restaurant leaders, and strictly require each employee to make good use of every piece of paper and pen, trade in the old for the new, and collect the waste paper and cut it into volumes for emergency use in front-line posts. At the same time, the lighting in the lobby, air conditioning switch control, office electricity consumption and computer electricity consumption in the front desk department are reasonably adjusted and planned.

Five, keep the habit of communication with employees, in order to increase mutual understanding and facilitate the development and implementation of the work.

It is planned to have a heart-to-heart talk with employees in all positions of the department every month, mainly focusing on work and life, so that employees can find the object of heart-to-heart talk in their own departments, and solve their own problems as their own problems according to the reasonable requirements put forward by employees, so as to do their best. If it can't be solved, report it to the restaurant leader. Let employees truly feel that they are respected and valued in departments and restaurants.

The third part of the front office work month work plan

Time flies, time flies, and 20xx years have passed in an instant. In the past year, although we have made some achievements, it is inseparable from the joint efforts of everyone. Although we are nervous, busy and hard, we are full and happy along the way! Here I sincerely say to you: "thank you, you have worked hard, thank you!" "

Looking forward to xx, we have a long way to go, and our task is even more arduous. The market has given us a more severe test, and enterprises have also placed high hopes and responsibilities. How can we set sail in the new journey and meet new challenges? The work plan is formulated as follows:

First, create a harmonious atmosphere and build a learning team; Strict management and emphasis on teaching, less training and more teaching.

Management is not simply following the rules, but convincing people with reason and morality. "Management" depends on the system, and "management" depends on infection. When employees make mistakes, don't criticize, blame and punish blindly. It is important to educate them and let them reflect on their mistakes. Correct it in time and never make the same mistake again next time. Organize more cultural and sports activities and training courses, have fun while playing, and learn to be serious and practical. While enriching the cultural life of employees, it can also supplement knowledge energy and keep the vitality of enterprises forever.

Second, based on sales maintenance, the wedding banquet market is a pioneer.

First of all, you should be clear in your thinking, know your customers, understand your customers, formulate your own service model, know the most important requirements of your customers, properly sell and maintain them, feel them with your heart and experience them sincerely.

Secondly, we should let the banquet receptionists become our pioneers, do all the detailed services systematically and comprehensively, and bring the usual family dinners, colleagues' gatherings, births, birthdays and other banquets to .......... to enjoy the feeling of being at home.

Three, the five permanent management as the standard, perseverance is the key.

The "five permanent members" were put forward earlier in our enterprise, but how to apply and implement them is directly related to our execution. Our employees may not have a strong awareness of this, but our managers must have the awareness of indoctrination, advocacy, demonstration, inspection and supervision, and have a deep understanding and experience. We should apply it to our work as a management tool and discuss the benefits of this method with everyone. Compared with the previous work, their thoughts will gradually change, so that employees can form a conscious awareness of quality and norms, improve work efficiency and service quality, and work out the Annual Work Plan of Hotel Front Office.

Fourth, training and learning are not relaxed.

At work, each of us needs new energy supplement. Enterprises develop due to the efforts of employees, and employees make progress due to the growth of enterprises. We went to ........... to create learning opportunities and atmosphere for employees, and strongly supported, helped and urged employees to keep learning, growing and making progress. Let every employee have new knowledge supplement, new vitality and new passion, work hard for the development of our enterprise and lay a solid foundation for our own career path.

Five, safe time, saving should be serious.

Safety is the basis of operation and the premise of our work. Check water, electricity and liquefied gas before, during and after each meal. We must conscientiously implement it, promise a safety guarantee for the enterprise, classify and quantify all consumables, carefully keep them properly, and resolutely resist wasting tap water, ever-burning lamps, articles and employees' meals.

Sixth, hardware maintenance does not fall.

We should develop good habits in the maintenance of facilities and equipment, check them every day, report for repair in time, and solve them in time, so that customers can feel fresh air, clean and bright glass and tableware, vibrant flowers and clean auxiliary facilities, and leave an elegant, warm and pleasant impression on customers everywhere.

In the work of xx years, we must carry out every work in strict accordance with the work plan, and take innovative management, innovative management, innovative services and innovative products as our eternal work themes. Let's join hands, make persistent efforts and create greater glories!

Front Office Work Month Work Plan Part IV

Author: Meng Qi

Newspaper: Xu Dian

Matters: Work plan for the week from May 20th to 26th.

Hours: 20xx May 20th

First, the front office:

1. Maintain the overall image of the lobby, and arrange cleaning to wipe and clean the glass inside and outside the lobby (with Manager Tian, starting on Tuesday).

2. The locker at the front desk will follow up and be in place this week. The overall specification of the locker room After the locker room is in place, formulate and implement the health management system (after the locker room is in place, conduct health supervision and inspection every day)

3. The gfd at the front desk should be standardized, and the tooling, headgear and shoes should be standardized, and the makeup should be light (summer clothes will be issued on Tuesday).

4. Strengthen the standardization and conciseness of customer service language, business training and business proficiency.

5. The training front desk actively cooperates with all departments to reduce friction, and completes the transfer scheduling with all departments (middle management trains employees, and all departments strengthen communication).

6. Make a good sales plan at the front desk, carry on the sales knowledge at the front desk and implement it to everyone (supervise and test the sales skills set before every day).

7, accounting follow-up, cooperate with financial settlement group purchase accounts! The accounting settlement process signed by shareholders is more standardized!

8. Follow-up of taxi commission

9. On Thursday, new rules and regulations were added to the front desk, and they were reported to Xudian for approval after being formulated.

10, emergency case handling training will be conducted again on a weekly basis.

Second, the sales department:

1, the monthly turnover task 1.6 million, and only 50% of the monthly task was completed by the 20th. 86 thousand yuan.

2. Work out the sales plan and sales volume this week with the sales manager.

3. The leaflet page has been sent out, and it is necessary to send a single page and a sales card.

4. Online sales will follow up again and negotiate the group purchase price.

5. The original customer calls from xx:00 to 16:00 every afternoon.

6. Implement royalty accounting, royalty standards and reimbursement regulations in the sales department (need the guidance of Xu Store).

Third, the security sector.

1. Increase the security guard's awareness of fire fighting, and start to check the fire fighting equipment every day this week (gradually improve, look forward to the overall fire fighting safety training in June).

2. Strengthen safety awareness, patrol floors and parking lots at night, and report any abnormality in time. (Continuous intensive training)

3. Sanitation of the parking lot (unified cleaning will be started next month 1, because only two security guards are on night shift this week, and the parking lot is not well lit).

4. Drawing a parking line in the parking lot this week (cooperation between the engineering department and the security department) requires the guidance of Xu Store (expected Thursday).

Fourth, standardize the basic processes of all departments this week, cooperate with each other, and make detailed work plans for all departments of the hotel in June! Please give instructions on the shortcomings.

At present, there is still a lack of standardized service concept, brand image understanding and customer service standardization is not in place!

Chapter 5 Work Plan of Front Office Work Month

Due to the particularity of Jiuxin Mountain Villa, it not only undertakes the reception of government affairs, but also undertakes the reception of the superior unit in charge, and is open to social tourists. Looking forward to 20xx, with the completion of the renovation of Building 1, Jiuxin Mountain Villa as a whole has kept pace with high-standard hotels. In order to have a supportive front desk service team, the front desk work should be adjusted as follows:

1; Considering the nature, scale and business volume of the hotel, in order to ensure the efficiency of the front desk and facilitate customers, the organization and staffing of the front desk should be set up correctly.

2; As for the nature of hotel service work, every specific job has its specific special skill requirements. Standardizing post work rules and service processes is not only an objective measure to measure whether employees are qualified, but also a basis to guide employees to meet the minimum requirements.

The focus of training work is not only to standardize service procedures, but also to cultivate love and dedication; Unity and dedication, manners and manners can show a person's good comprehensive quality.

First, be strict with yourself and correct your shortcomings.

As a review of my work for more than half a year, I hope I can correct the following four deficiencies in my future work, so as to carry out my work better and more smoothly.

First, at work, we should be good at understanding others, be tolerant of others, keep forging ahead, pay attention to cultivating our own abilities and qualities, and strive to become an expert in our own work.

Second, we should have a high sense of responsibility at work and establish smoother communication channels.

Third, we should always observe ourselves from the standpoint of others, treat ourselves realistically, find out our weaknesses and admit our shortcomings in our work.

Fourth, strengthen internal management, mobilize the enthusiasm of employees, and make our public areas more warm and tidy through joint efforts.

Second, improve the quality of managers.

Hotels are young workplaces. Hotel service should be full of joy and vitality, and keep a happy heart at work. Only in this way can the national costume make a qualitative leap. On this basis, we must unite and cooperate to carry out all the work smoothly. Only by orderly competition can the service quality be improved.

1 managers should have a big picture (eyes can't just stare at their own departments, and ideas that have nothing to do with themselves will hinder management progress).

2 managers should have the courage to take responsibility (try to solve problems first, instead of shirking responsibility first and summing up gains and losses afterwards)

3 managers should try their best to be fair; Fair and open (employees are the foundation of enterprise development, and the success of enterprises is the success of employees first, and employees who are treated correctly exert more energy)

Managers should have the ability to arouse the enthusiasm of employees (this is particularly important, most of the hotel's work is boring and tedious, plus other reasons such as life, employees will inevitably feel depressed. If the atmosphere of dissatisfaction or even pessimism is suppressed, even if the work can be completed, the products provided are unqualified. As the saying goes, details determine success or failure, and hotel management is no big deal. Doing small things well can achieve great things. The quality of service depends on the degree of detail work. Only when the detail work is done well can guests feel the existence of service, which has been fully reflected in the management system of villa decision-making level.

Chapter VI Work Plan of Front Office Work Month

I. Income Plan

Second, the training plan

According to the requirements of the front office work and the implementation of the training plan, the front office will strengthen the training of employees' service awareness and service norms. The specific scheme is as follows:

65438+ October

1, New Year Spring Festival hotel series activities promotion training

2. Employee handbook training. Professional skills training

February

1, Job Skills Competition

2.gfd and etiquette training.

3, job responsibilities and system training

4. "Hotel knowledge" training

March

1, service specification and standard language training

2, job English training

3, professional skills training

April

1 and the promotion training of Wuyi hotel series activities

2, fire safety training

3. "Hotel knowledge" training

May

1, employee handbook training

2, job English training

June

1, etiquette training.

2, service specification and standard language training

3. Working English training

July

1, job responsibilities and system training

2. Professional skills training

August

1, hotel knowledge training

2, job English training

September

1, National Day series activities promotion training

2, fire safety training

3, service specification and standard language training

10 month

1, professional skills training

2.gfd and etiquette training.

3. Working English training

165438+ October

1, skill competition for each post

2, job responsibilities and system training

3. Working English training

65438+ February

1. New Year's Christmas series activities promotion training

2. Hotel knowledge training

Third, personnel planning.

1, according to the actual work, objectively carry out the daily assessment of employees, make reasonable arrangements for those who do not meet the post requirements, and make work plans for hotels and hotel front offices with good performance.

2. Continue to carry out cross-training to make every front office employee familiar with the service content of the hotel and master more work skills.

3. Hold different forms of employee seminars, effectively inform every employee of the hotel's development prospects and requirements, understand the ideological trends of employees' work and life, and establish a bridge between the hotel and employees.

4. Make full use of employees' own advantages and strengths, and hold training courses from time to time, so that front office employees can learn a variety of skills and develop in an all-round way.

5. Organize various departmental networking activities to enhance the centripetal force and cohesion of the department.

Four. Internal management plan

1. Strengthen internal management, strictly implement various rules and regulations, put an end to employees' paralysis, and make them strictly abide by the requirements of the hotel.

2. Strengthen the safety awareness of employees in all departments, be vigilant and report suspicious problems in time.

3. Continue to strengthen the energy-saving awareness of employees in various departments, strictly control the use of consumables, and implement all control work to specific responsible persons.

4. Combined with the update of hotel software, strengthen customer visits and improve the customer history file system, so that the hotel can make the investable customers familiar and clear, reflect the concentrated problems from the guests, keep close contact with the guests to promote emotional exchanges and ensure a certain customer base.