Annual Work Summary and Plan of Front Office (1) 20xx years have passed. In this year, with the joint efforts of the whole company, xx Hotel has greatly improved its business performance. The lobby has been renovated to make the hotel's services more perfect. At the same time, xx rooms are equipped with broadband, which meets the needs of more business guests. All these have brought vitality and hope to the hotel. The renewal of hotel equipment, the improvement of service items and the further improvement of staff service level make our hotel enjoy a high reputation in the hotel industry. These are the effective management of store-level leaders and the efforts of hotel employees. Therefore, hotels pay more attention to the spiritual civilization construction of employees. This year, with the constant flow of people, all the staff in the front office can still overcome difficulties, forge ahead in unity and successfully complete all the reception tasks assigned by the hotel. Throughout the year, * * * received X VIP groups and held numerous meetings, which were well received by the guests in the whole reception process. In the past year, the front office has done the following work:
First, instill in employees the awareness of "increasing revenue and reducing expenditure" and control costs.
"Open source and reduce expenditure, open source and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the hotel's call to carry out cost-saving activities and control costs. In order to save money, the front office bought the team keys in plastic baskets, which reduced the use of key bags and room cards and saved the hotel expenses (in the past, no matter the team or individuals, each room had to fill in a room card and use a key bag, which greatly saved the expenses. There were more than xx rooms in the team room every day, which saved a lot of money in one year); The business center uses overdue reports to print draft paper; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.
Second, strengthen business training and improve the quality of employees.
As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have made detailed training plans for five branches: for the switchboard, we have conducted language skills training for answering calls; Train baggage handling and storage services in the baggage office; Politeness and skill training for receptionists when selling houses; Especially in July this year, all the staff in the front office conducted a one-month foreign language training, which laid a certain foundation for this year's star rating. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.
Third, pay attention to the coordination between departments.
Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, you can take the initiative to coordinate with this department to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring some negative effects to the hotel.
Fourth, strengthen employees' sales awareness and skills, and improve the occupancy rate.
According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotion activities, such as fan room, bonus card, vouchers, thousand yuan card and other promotional activities. While giving preferential policies to the hotel, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we must try our best to keep them."
Five, strengthen the management of all kinds of statements and customs declaration data.
According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be carefully implemented to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly. Comparing the room income of 20xx and 20xx, the housing rate has increased, but the income has decreased by RMB. The main reason is that vicious competition between hotels leads to the decline of average house price, the increase of occupancy rate and the decrease of income. The room profile table is attached.
The achievements are gratifying, but we also deeply realize and realize the shortcomings:
1, the service lacks flexibility and initiative;
2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;
3. Some new employees are not skilled in their work;
4. The photocopiers and printers in the business center are aging, and the copying and printing effect is not good, which directly affects the income of the business center.
According to the new sales targets and tasks set by the hotel for the business department, 20xx is an important year for the front office department. In order to cooperate with the sales department to complete the task, the 20xx work plan is specially formulated:
1, continue to strengthen training, improve the overall quality of employees and improve service quality;
2. Stabilize the labor force and reduce employee mobility;
3. The aging of "hardware" and the supplement of "software" make up for the aging of equipment by improving service quality;
4. Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel. The new year is about to begin, and all the staff in the front office will provide the best service to the guests with new mental outlook and practical actions, and implement the purpose of "guests first, service first".
Annual work summary, front office and plan (2) I have been working in this hotel for a year unconsciously. From the beginning to the present, I believe that apart from my own efforts and efforts, I can't do without the training brought by the hotel and the support of the old staff and leaders. In a year's time, I learned a lot, and the well-known business motto "The customer is always right" was brought to the extreme here.
In order to achieve certain financial goals, hotels should not only meet the material needs of guests, but also meet their spiritual needs. Therefore, as a hotel operator, as long as it does not violate the law and morality, the requirements of the guests must always be met. Therefore, from the beginning of induction training, employees will be instilled with: "guests will never be wrong, only we will be wrong" and "only sincere service will bring smiles to guests". I have always believed that customers are God, and I have always tried my best to make my service to the extreme. The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping guests to handle service needs, telephone transfer and other services. At the front desk of the hotel, the work is divided into three classes: morning shift, middle shift and all-night shift. One of them is a full-time cashier, and the other two allocate the rest of the work according to the actual workload. This arrangement is relatively loose, and one cashier can be assigned, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly. During this year, I mainly did the following work:
First, strengthen business training.
As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is the focus of our hotel. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.
Second, strengthen my sales awareness and skills.
According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotions. At the same time, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation on the same day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more occupancy.
Third, pay attention to the coordination between departments.
Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.
Fourth, consider how to make up for the mistakes of colleagues and departments.
Ensure that guests check out in time to make them satisfied. The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel service at the checkout, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. 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, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me. Although the sword is good, it is not constantly sharpened, but "I don't know enough after studying hard."
Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward, let's fly high in the sky! Brothers and sisters of xx, work hard for our tomorrow!
Annual work summary, front office, plan (3) I have worked in xxx for more than X years in a blink of an eye. According to the work arrangement of the general manager's office, they are mainly responsible for the daily operation of the restaurant, the marketing planning of the company and the staff training of various departments. Now, we will make a summary report on the work in 20xx and briefly outline the work plan for 20xx.
First, the restaurant site management
1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially when the waiters in private rooms are on call, and apply etiquette and politeness to every point of their work, so that employees can supervise each other and make progress together.
2. Insist on checking gfd before class. Those who fail gfd can only be employed if they are qualified. Correct the appearance problems found in the post immediately, supervise the use of polite language to the guests, and make the employees develop a good attitude.
3. Strictly grasp the post positioning and service awareness, improve service efficiency, rationally allocate waiters when there are many customers in the restaurant, clarify their respective work contents, and carry out division of labor and cooperation.
4, health management, require cleaning personnel to see foreign bodies or dirt must be cleaned immediately, each area of health requirements for cleaning twice a day, sofa surface, and around the dining table, floor, desktop, countertop and other dust-free, no water stains, items neatly placed, etc.
Second, the daily management of employees
1. The work of new employees is an important part of restaurant employees. Whether you can quickly integrate into the team and adjust your mentality will directly affect the service quality and team building. According to the characteristics and entry conditions of new employees, special training is conducted to adjust the mentality of new employees, understand the particularity of catering industry, make new employees fully prepared mentally and accelerate their integration into catering team work groups.
2. Pay attention to the growth of employees, always pay attention to employees' mentality, maintain good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand the problems found in the work and solve them.
Third, actively communicate and manage tourists.
In order to further stabilize customers, enhance customers' loyalty to xxx, and maintain and improve the company's good operating conditions, all departments actively play the role of marketing promotion and start work from the following aspects:
1. Make regular telephone contact with directors of various units and large-scale consumption customers, and conduct on-site visits to directors of various units and large-scale consumption customers to find out the reasons for not spending or spending less recently, and make records, and make timely rectification in the organization department of the company through meetings.
2. In order to further reflect the company's humanized service, all departments give flowers or cakes to guests who arrive at the store for their birthdays in time, such as big customers: xxx.
3, in order to reflect the company's attention to regular customers, through the department managers, timely feedback to regular customers about the development and launch of new dishes, and invite guests to taste them for free and put forward valuable opinions.
Four, improve the labor employment system and training system, improve the quality of employees.
1, the labor and employment system is strict, and all departments recruit new employees. Those who are qualified will be selected on the basis of merit, and those who do not meet the requirements will be rejected without mercy to ensure the recruitment quality. At the same time, the superior leaders dig deep into the employees to find talents, give priority to the employees who violate the company's regulations, and punish and dismiss those who refuse to change their teachings.
2, improve the training system, in order to make the training receive the expected effect, xxx general manager first made it clear that the training should have the guiding ideology of "purpose", "practicality" and "timeliness". Secondly, a training team was established and a training plan was made. Adopt the method of combining theory with practice. The theory is trained by me, and the practice is carried out by general manager xxx. The training will be carried out by stages and in batches in a new way, such as monthly management training, safety and health training, weekly promotion training, service knowledge and service skills training.
Verb (abbreviation of verb) strengthens internal management
1, actively carry out the training of various rules and regulations, service skills, health knowledge and fire protection knowledge, standardize daily meetings and monthly staff meetings, and conduct a general cleaning for all employees once a week to strengthen management, improve the quality of employees and change the lazy work habits of a few employees.
2. Formulated a catering management policy dominated by local wild vegetables and fungi, which was well received by the guests.
3, the implementation of the dormitory health responsibility system, the responsibility is divided into people, changed the original messy situation, especially the dormitory public * * * area health has been significantly improved, arrange the manager on duty and the foreman to check the dormitory inside and outside health.
Improvement of employee welfare with intransitive verbs
1, improve employees' meals, formulate weekly recipes, carefully formulate and listen to employees' feedback, and actively improve.
2. After work, the company leaders organize all employees to go out to play, carry out a series of cultural activities, and strive to create a harmonious atmosphere of unity and cooperation through a series of activities. Strengthening the team spirit of employees can enrich their spare time on the one hand, and enhance their sense of belonging and collectivity on the other.
Seven, the main problems in the work
Although the work of various departments has achieved good results in some places, there are still many problems and weak links, mainly in:
1. The daily workflow of kitchen post needs to be further standardized. Complaints often occur due to slow serving speed, inconsistent food production standards and insufficient food quality.
2. The targeted training methods and efforts for the personnel on duty are not enough, and the called service still happens from time to time.
3. The lack of strength and effective methods in department management leads to more daily violations of discipline and rules by employees.
4. In the process of work, the details are not enough, and the work arrangement is sometimes unreasonable. In the case of more work, the priorities are not very clear.
5. Sometimes there is a lack of communication between departments, often after accidents and problems.
6. External marketing needs to be strengthened: sometimes it is not detailed enough in the reception work, and some details are not paid enough attention, and the problem is not considered comprehensively.
7. Sometimes the external information is not accurate enough, which affects the overall marketing and reception of the company. In the future work, we should be careful and try to avoid it. Can grasp the information in time, thus reducing work mistakes.
Eight, 20xx work plan
( 1)
1, do a good job in internal personnel management, and achieve strict system and clear division of labor in management.
2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and turn the service quality seminar into an exchange platform for all waiters to learn from each other, share service experience and stimulate their thoughts.
3. The service will be innovated and upgraded on the basis of the existing service level. Pay attention to service details and humanized services, improve the quality of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily services, establish quality service windows, create service highlights, and select service stars.
4. In commodity management, the responsibility lies with people, with rules to follow, evidence to check, implementation and supervision.
5. Strengthen the maintenance of member customers.
6. In the company's off-season, strengthen the marketing efforts of various departments, do a good job of reception, and ensure the quality of service.
(2) Planning the overall management and operation of each department.
1, strict management system, employment training system, clear job evaluation grade division, enhance employees' sense of competition, improve personal quality and work efficiency.
2. Strengthen employee welfare management, strengthen cost control and save expenses. Cultivate employees to develop good habits of saving, use water and electricity rationally, stop waste in time when it is found, and strictly implement relevant punishment systems.
3. Strengthen inter-departmental coordination.
4. Pay attention to food safety and hygiene, and do a good job in various safety management.
5. Carry out multi-channel publicity and promotion activities to increase the membership rate.
Finally, I believe that with the correct leadership of General Manager xxx and the joint efforts of all departments, this year's work can reach a new level, and I wish all colleagues a happy New Year and smooth work.