In life, there are many different kinds of work plans, which are not only different in length but also different in scope. How to write the work plan at the front desk? The following is my collected model essay on personal development planning at the front desk. Welcome to reading.

Every member of the front desk is the image window of the hotel. Not only must the overall image stand the test, but also the business knowledge and service skills can reflect the management level of a hotel. If you want to keep your 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 will be made according to the progress of employees accepting business every month. 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.

First, strengthen employees' sales awareness and skills, and improve occupancy rate.

The hotel has experienced ups and downs for _ _ years, and with the passage of time, the hardware facilities of the hotel are also outdated. Facing the hotel market in Jiangmen, the competition is fierce, which can be said to be a long way to go. Because the hotel hardware facilities are old and aging, engineering problems often appear, which affect the normal service to guests. For high-grade guests, some will be lost with the emergence of new luxury hotels. As a member of the hotel, I know that the guest room is one of the important revenue-generating departments of the hotel, and it is also a profit-making department, so every member of the hotel 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 housing sales, and at the same time instill the instructions of the hotel X leader, 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 hotel as much as possible, and improve the economic benefits of the hotel.

Two, strengthen the management of all kinds of statements and customs declaration data.

This year is the Olympic year. People from all over the world will come to China in China. Facing the sudden "attack" of people from all corners of the country, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, our duty meeting strictly requires the reception desk to register and upload, and the front desk will register every guest according to the regulations of the Public Security Bureau and input the information into the computer. The guest's information will be reported to the local area in time through the hotel uploading system, and the public security bureau will seriously implement it. At the same time, a special person will be appointed to report the guest information and related data.

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

Saving energy and reducing consumption is the slogan that many hotels have been calling for. The headquarters will also respond to the call of hotel leaders, and strictly require every 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.

Fourth, keep the habit of communicating with employees 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 hotel leader. Let employees truly feel that they are respected and valued in departments and hotels.

Five, do a good job of quality inspection within the department.

It is planned to conduct a quality inspection on the employees of this department once a month, mainly to check the gfd, manners, post operation skills and adaptability of employees in each position. The quality inspector consists of the assistant manager of the department lobby, the department foreman and the manager. Give some time to rectify the problems in quality inspection, and report to yourself if you fail to complete the rectification within the specified time, and impose economic fines on individuals.

In people's impression, the front desk work is just simple work such as answering the phone and making forms. From the summary of my work as a front desk clerk for more than one year, I know that the front desk work is a very exercise and growth work. The following is my work plan for the new year.

I. Daily affairs

(1) Assist in the registration, submission and distribution of official documents, sort out the original documents and put them into labeled folders.

(2) Do a good job of sending and receiving letters.

(3) Classification and sorting of low-value consumables.

(4) Do a good job in assisting all departments.

(5) Management of office supplies. Office supplies should be collected and registered, distributed on demand, not wasted, and counted on time to supplement office supplies and meet everyone's work needs.

(6) Office equipment and maintenance.

(7) Assist in scheduling and duty during holidays to ensure the safety and security of the company during holidays.

(8) Complete other assigned tasks on time and efficiently.

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 abide by the rules and regulations of the office.

Second, the administrative work

(1) information service: strengthen contact and communication with information officers of various departments, and deliver information systematically and accurately, so that information can be delivered in place within the company.

(2) Employee service: feedback employee information to the company in time, and make a good bridge between employees and the company.

(3) Assist in implementing the company's rules and regulations.

Third, personal accomplishment and ability.

(1) Participate in basic management training arranged by the company to improve professional skills.

(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 level quickly, you will be eliminated by society. I will seize this opportunity to synchronize my work and self-cultivation and realize my own value.

Fourth, work.

(1) Assist the Human Resources Department.

(2) Complete other temporary work arranged by the leaders.

The front desk work of the company is trivial and complicated. I will make a reasonable division of labor and arrangement according to the situation, implement the post responsibility system, and make the work proceed in an orderly manner; We should also work creatively and explore new ideas, methods and experiences. In the execution of work, I will pay attention to doing things in place without offside, serving without making decisions, truly becoming a staff assistant and doing a good job as a bridge between superiors and subordinates.

Model essay on personal development planning at the front desk (selected three) 1. Improve customer management, identify and focus on serving loyal customers;

With the increase of ownership in the jurisdiction, it is particularly important to improve customer satisfaction and reduce the loss of customers, especially loyal customers. In this regard, the following work has been mainly carried out:

1, according to the number of customer returns and the quality of customers as the evaluation index of customer loyalty, find out our loyal customers as our key maintenance objects;

2. Through the return visit and analysis of lost customers, find out the internal reasons and improvement measures of customer loss;

3. Give priority to inform our loyal customers in various activities organized by the company, so that customers can get special treatment and increase their sense of dependence and belonging to franchise stores.

Second, the booking rate:

The increase in the number of stops leads to a long waiting time for customers during the peak maintenance period and the workshop is overloaded. It is necessary to make reasonable arrangements by making an appointment to reduce the waiting time of customers. In the future, it is necessary to attach an appointment leaflet to the customer's settlement list to increase the appointment rate and at the same time increase the customer's awareness of the appointment service, and discuss the maintenance plan of the reserved customer with the workshop supervisor in advance within (20 _-10-24 to 20 _-10-26). This reflects the advantages of booking, which we have not done before!

Third, personnel training:

With the continuous application of new automobile technology, the shortening of replacement cycle and the improvement of customer expectations, the quality and combat effectiveness of personnel must be improved to a higher level, which puts forward higher requirements for training. To this end, the following work plan is formulated:

1, increase the frequency of training work, and divide it into regular and irregular training assessment; Regular training is every Monday and Friday. Irregular training is to organize training on the day when there are new technical notices and QI notices, and understand the content!

2. Pay attention to the training of combining theory with practical work. For SA, we should pay attention to the combination of product basic knowledge and practical operation, especially the assessment of actual reception ability. SA maintenance technology pays attention to the training of theoretical knowledge and daily troubleshooting ability to improve the overall combat effectiveness of employees.

3. Assign a team to new employees to do one-on-one training, and through actual competition, select the best and the worst, so as to motivate new employees and compare old employees.

Fourth, team building:

1, target and expression form

Based on the principles of fairness, justice and openness, only when the interests of the team are maximized can the interests of the company be maximized. Franchise stores organize training and assessment to create a learning atmosphere and improve employees' service concept and personal skills; Training of professional ethics, service concept and sense of ownership; Molding the working attitude of employee service, paying attention to the excavation of details, and urging employees to actively improve their own quality.

2, the implementation means and measures

All training and assessment materials are included in employees' personal files, and team awareness is directly linked to employees' personal income. Strong team awareness gives priority to going out for training, promotion of professional titles, welfare benefits, etc. (communicate with the administration department)

Verb (abbreviation of verb) evaluation and incentive system;

Incentive system is the positive feedback of franchise stores to employees' good behavior or outstanding performance. Its essential purpose is to strengthen employees' recognition of this kind of behavior through incentives and stick to it. At the same time, it also sets an example for other employees to learn, and potentially calls on all employees to do similar behaviors. Therefore, in the process of motivation, the key is to ensure the fairness and rationality of the assessment standards, avoid the dissatisfaction of employees caused by motivation, and ensure that the incentive behavior is worth maintaining and popularizing. Specific incentives can be selectively implemented in both material and spiritual aspects according to the actual situation.

1, material incentives:

(1) Star of output value, star of process and star of service.

(2) Evaluation criteria, according to manufacturer's regulations, flight inspection process and customer satisfaction. It also includes (the apprentice's grading results are among them)

(3) Implementation plan: each person will follow up the process once a day and actually check the telephone answering process by telephone. Analyze customer complaints once a week and evaluate service stars.

Characteristics of material incentives: quick effect, clarity but short duration.

Six, job responsibilities:

1, job responsibilities and optimization

The responsibilities of key positions are implemented in accordance with Guangqi Honda standards, and the responsibilities between positions are smoothly and harmoniously connected; Clear hierarchy, clear handover when personnel changes, so that the responsibility lies with people.

2. Job Description

Due to the preparation and optimization of job responsibilities, job responsibilities include two aspects:

job description

Post qualification and ability evaluation

Re-explain the job requirements and the importance of each position during training.

3. Capacity improvement plan

(1) Arrange two hours of on-the-job professional knowledge training in spare time every week, take irregular exams, and include the exam results in the performance appraisal at the end of the month;

(2) Summarize the problems and loopholes in daily work and form a memorandum;

(3) Organize employees to visit and study in other franchisees in batches every month to communicate with each other and improve together;

(4) Using the Monday morning meeting, all employees * * * learn the management system, business philosophy and planning policies of the Head Office, further clarify their post responsibilities and further strengthen work efficiency.

(5) Arrange employees to show their work skills (such as reciting CSI for service, introducing No.6 bus for sales, etc.) at the "passionate moment" every day. ), and the department manager on-site comments, so as to achieve the purpose of learning and improving together.

Seven, business process:

1, business process status

At present, normal work is carried out according to the standards of various business processes. The shortcomings are delivery process, service receiving process and scheduling workflow. In the process of delivery, the delivery steps are simplified, such as operation explanation; Service reception is not timely; In the dispatching process, SA doesn't know the available working hours of the workshop, which leads to the delay of delivery time and customer dissatisfaction.

2. Standardize the improvement process (the role that should be played in optimization, especially the cross-departmental process).

(1) requires employees to find out the key points of each process and refine related processes through analysis and self-summary;

(2) Work closely with employees of relevant departments in rotation, and the time is set at around 1 month to increase post understanding;

(3) Conduct business training for relevant departments, such as training sales consultants on insurance claims.

Model essay on personal development planning at the front desk (selected article 4) The past _ _ year was a full, busy and happy year. At the end of the year and the beginning of the year, review the past and look forward to the future! In the past 10 months, under the guidance of the company, with the care and help of department leaders and with the friendly cooperation of colleagues, we have made great progress in our work and study.

First, improve the service quality and standardize the front desk service.

The front desk is the starting point to show the company's image and service. For customers, the front desk is the first step for them to contact our company, and it is also the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. Recognizing its importance, we must do our work well. Strive to improve the quality of service. Answer every call carefully, answer questions carefully and make records, and dispatch, transmit and report according to the department or person in charge involved in the information. When customers visit, we will always pay attention to maintaining a good service attitude and warm reception. Cleverly answer the questions raised by customers in the right environment. Smiling, patient and meticulous, warm tips. In our spare time, we will strengthen the study of telephone skills and service etiquette. Constantly recharge yourself to adapt to the rapid development of the company.

According to records and statistics, since I came to the company in _ _ _, I have filled in the bottom price of steel and aluminum for more than 80 times, received more than 30 visitors, ordered drinking water for more than 300 times, made employee attendance sheets for more than 200 times, transferred telephone calls for more than 200 times, updated the address book for 3 times, sent and received express mail for more than 65,438+000 times, counted purchasing inventory for 3 times, sent and received faxes for more than 50 times, and printed documents/.

Second, do a good job in warehouse management, inventory the warehouse on time, and classify the items.

Strictly follow the company system, so that every entry and exit is registered. Check the integrity of the goods in time and report the lost or damaged goods to the relevant departments in time for purchase or maintenance. According to statistics, since June _ _ _ _ 10, various items of various departments have been put into storage for more than 20 times, and all the items put into storage have corresponding outbound records.

Third, we should focus on the overall situation, regardless of personal gains and losses.

No matter whether it is working time or vacation time, the company has temporary task assignment, and we all obey the arrangement and actively cooperate without looking for any reason to shirk it.

As a member of Huatian, we will dedicate our 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.

Although the work at the front desk is sometimes trivial, everything should be done seriously. So we will do everything with our heart. Thanks to the teaching of the department leaders and the opportunity given to us by the company; Through this nearly three months of work, I also clearly see that I still have many shortcomings. In the days to come, we will strengthen our study and strive to do our work better!

Four. Work plan for the coming year

_ _ years have passed, and the days ahead will be very long. No one can predict how the next annual meeting will develop. I always feel that all I have to do is work hard and persist. It seems easy to say a word, but it is quite difficult to do it. I will learn the advantages of others, sum up my own shortcomings, learn the advantages of others and express them in my own way. This is my point of view as a person, and it is also my point of view for some time to come. A friend once said to me, "Constant efforts and persistence are a real wait, and the arrival may be an opportunity of your own." Yes! I believe this sentence, waiting, waiting behind the need for continuous efforts, always believe that as long as you work hard, you don't have to preach it yourself, naturally someone will say it, and naturally someone will recognize it. The work plan for next year is as follows:

1, strengthen one's own work, further improve one's working ability through skill learning.

2, establish the concept of lifelong learning, strengthen their own cultural quality learning, and constantly improve their own quality.

3. Be proactive at work, unite with colleagues, and do a good job in the front line in combination with different working environments and personal temperament, so as to make all kinds of interpersonal relationships more harmonious.

4, in the engineering work, try to be familiar with learning engineering characteristics, construction skills, methods, etc. , improve their professional level and contribute to the engineering work next year. There is still a long way to go in Xiu Yuan, and I will go up and down. In the coming year, I will strengthen my sense of independent management, be brave in pioneering and innovating, strengthen the study of theory and design, and constantly improve my professional and technical level. I will also encounter many difficulties. I believe that under the care and training of leaders, with the help of colleagues and through my own efforts, I will constantly improve my work skills and personal cultural quality and make due contributions to enterprise construction.

Model essay on personal development planning at the front desk (selected article 5) 1. Obey the leadership and provide reception services for guests in accordance with the prescribed procedures and standards.

2. Be responsible for the registration, reception and introduction of visitors and guests, and cover or coordinate the handling of irrelevant personnel.

3. Be familiar with the general situation of the company. Be able to answer general questions raised by guests and provide regular non-confidential information.

4. Do a good job in receiving and forwarding telephone calls, emails and letters, and do a good job in recording, sorting and archiving work information.

5. Do a good job in distributing company documents and notices, and keep distribution records.

6. Cooperate with the clerk to print and copy some documents.

7. Manage the cleaning and maintenance of office supplies and office equipment at the front desk.

8. Keep the front desk area clean and tidy. The first task every morning is to clean the front hall.

9. Implement the company's attendance system, be responsible for summarizing employee attendance, going out to register, and supervising employees to swipe their cards.

10. Keep in touch with all employees and outsourcing personnel of the company.

1 1. Report all kinds of problems in the work in time and put forward suggestions for improvement.

12. Complete other or temporary work assigned by the leaders.

The front desk is the image of the company. I must be strict with myself, do every little thing carefully and handle interpersonal relationships skillfully and flexibly. Try to set an example.

I came to _ _ _ company in June, 2000. After studying hard and accumulating for half a year, I have made great progress in my ideological understanding and working ability. With the working experience of reception at the front desk, I can calmly deal with various problems in my daily work. After half a year's training in organizational management, comprehensive analysis, coordination and oral expression, I have been able to Actively improve their professional quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

The work plan for the second half of this year is as follows:

First of all, reception at the front desk.

The front desk reception is the service window of the customer service department. The main duties of the front desk reception are to keep the information channels unblocked, supervise the regional management, schedule and coordinate the work of various departments. The receptionist is the first person to show the image of the company. Everything he says and does represents the company and is the window to contact the residents of the community.

In the work, strictly follow the company's requirements, work with tooling, treat guests politely, answer and transfer calls kindly, handle daily affairs carefully, patiently listen to the problems reflected by the owner and the difficulties to be solved, carefully answer and record in detail, and arrange on-site service at the first time. At the end of each month, summarize the call records. We give satisfactory answers to all inquiries of the owner; For the problem of the owner's application for repair, through our timely contact, we will actively dispatch workers according to the different contents of the application for repair, and strive to solve the problem in the shortest time. At the same time, according to the completion of the repair report, we will make a door-to-door visit or telephone visit in time. The owner's complaint has been reported to relevant departments for coordination and settlement.

Second, the file management

Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, maintenance orders, work contact letters, release orders and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, and at the same time formulate and improve the information confidentiality system. Check the files regularly and improve the changes or deficiencies in time.

Third, the model room.

The model room is a window for our external display and a platform for establishing corporate image. At the end of each month, I will take an inventory of the items in the sample room, record the damaged items and report them to the engineering maintenance department to ensure that the items in the sample room are intact.

Iv. collection of fees

In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure the continuous normal work, we must do a good job in the collection of various expenses and ensure that they are collected in full and on time.

I have worked in this company for three years. Although I am still the most common front desk in a 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 six months!

I have worked here for three years. Here, I have worked out my work plan for the second half of 20__ in order to make greater progress and achievements in the new year.

1) Carry forward the fighting spirit.

Facing the complicated work and heavy tasks in the warehouse, I am not afraid of difficulties, take the initiative to find something to do, 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.

2) Carry forward the tireless 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 a better job and establish a good image of the department.

3) 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.

4) Familiar with the company's new rules and regulations and business development.

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 20__, 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 20__, I will work harder and treat every job seriously and responsibly. I believe I will complete new tasks and meet new challenges in the second half of 20 10.

With my own continuous efforts and the help of my leaders and colleagues, I will do better in the second half of the year.

Due to the particularity of our higher education, under the premise of customer service-customer satisfaction, we can adopt an analytical and comprehensive method, change subdivision, adjust vertical control, save resource allocation, simplify service procedures, do a good job in customer service, and promote the head office to improve its performance and become bigger and stronger. The following is the work plan.

First, establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department).

(3) Do a good job in customer service and front desk service.

1. Customer reception. Do a good job in customer reception and coordination of problem reflection.

2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-implementation of information transmission and exchange between properties, between customer service centers and various centers, between customer service centers and relevant departments in schools, as well as other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(four) to coordinate the handling of customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.

(6) Establish customer files. Including family area, teaching area and student community.

(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. Institution building

(A) the establishment of logistics company customer service center.

At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

(2) Having at least two staff members.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. The establishment of human resources is not less than two people, and the staff has a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.

Verb (short for verb) Budget.

In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also costs some money.