1, honesty, is the staff must abide by the code of ethics, with an honest attitude towards work is every colleague must abide by the code of conduct.
2, solidarity and cooperation between colleagues, mutual respect and mutual understanding is the basis for all work.
3, work-oriented, on time, according to quality, according to quantity to complete the work task is the responsibility of each colleague.
The above three is every service personnel must follow the code of conduct.
I. Attendance system:
1. On time to and from work (work time 8:30 off time 9:30 pm), so that no late, no early departure. Each employee monthly paid vacation day, other working days off by the department manager to arrange.
2. The leave of absence must notify the department one day in advance, explain the reason, approved by the department before the leave.
3. Sick leave must be certified by the hospital and approved before taking leave.
4. It is strictly prohibited to change shifts privately, and the shift change must be signed and approved by the applicant, the shift changer and the manager.
5. It is strictly prohibited to take leave on behalf of others. Polymer duty shift according to the duty list implementation
Two, grooming
1. Work must be in accordance with the provisions of the hotel uniform dress, uniforms must be clean, neat.
2. The hotel requires to maintain personal grooming, standing, standing, walking posture should be upright, decent.
3. It is strictly prohibited to wear or carry work clothes out of the hotel.
Three, labor discipline
1. It is strictly prohibited to bring personal belongings to the work area. (For example: bags, jackets)
2. It is strictly prohibited to carry hotel items out of the store.
3. It is strictly prohibited to use foul language, spread false or defamatory statements within the hotel to affect the reputation of the hotel, guests or other employees.
4. Work time is not allowed without reason to tamper with the post, AWOL.
5. It is strictly prohibited to make personal phone calls and do things unrelated to work during working hours.
6. Strictly in accordance with the provisions of the time for meals, in addition to meal times, may not eat during the duty.
7. It is strictly prohibited to gather in the working time to chat, guests and unauthorized visits to the hotel.
8. It is strictly prohibited to watch (listen to) television, radio, tape recorders and any books, newspapers and magazines during working hours.
9. It is strictly prohibited in the public **** place loud noise, playing, chasing, playing.
Four, work:
1. During the shift to be careful and meticulous, a variety of business forms are strictly prohibited errors.
2. Not to argue with the guests, problems in time to report to the department manager and when the foreman, to be dealt with by them.
3. Obey the leadership of the work arrangements, quality and quantity to complete the work.
4. Service reception work adhere to stand, smile, salute, civilized service, so that guests feel friendly.
5. Actively participate in the parts of the regular meetings of the team and the training work, and strive to improve their own quality and business level.
6. Work in strict accordance with the service procedures, standards for service.
7. Seriously do a good job in all work records, fill out all work forms.
8. Consciously care for the maintenance of equipment and facilities.
9. Work to pay attention to mutual cooperation, understanding, communication, strictly prohibit the phenomenon of commission.
10. Fighting, quarreling and other disciplinary actions are strictly prohibited.
11. Complaints and other work problems caused by human factors are strictly prohibited.
12. Positive and good working attitude at work.
Management Methods and Techniques for Front Office Department ManagersThe first step in forming your own management style is to look at your position on the hotel management team. As a Front Office Manager, you are given certain managerial responsibilities and, at the same time, you are given the appropriate managerial authority. These are the areas where you are involved in management, personal development and restricted within the management team. Although this is a simplistic and general view of the management team, it will really help you to clarify your thinking. At this point, you also need to reflect on your career development goals in that hotel. The first concept to emphasize as a new manager is employee motivation. Discovering how to motivate each and every one of your subordinates is one of the challenges you face as a manager. It enables you to put your employees in the best possible position to do a good job. Understanding the needs and goals of each employee is a difficult task for managers, but one that is worth accomplishing. Another goal that front office managers should strive to achieve is to achieve harmony in the personalities of the employees in the team. Giving adequate training to the employees will also make the job of the front office managers much easier, if the training is well planned, executed and followed up, the chances of the employees making mistakes in their work will be minimized to a minimum procedure. Employees will always have special scheduling requirements and other work-related requests that you should try to fulfill.
How to deal with guest complaints in the hotel front office department
1, accepting complaints: (1) should remain calm, if necessary and possible, the complaining guest to the proper place, so as not to affect other guests; (2) with a sincere, friendly, humble attitude to patiently listen to the guest's problems; (3) listening to the must not show boredom or anger; (4) is not permitted to interrupt the guest's statements (5) never allowed to argue with the guest or criticize the guest, but let the guest emotions as soon as possible to calm down; (6) prohibited the use of "but", "but", "but" and other turn of phrase with the guest, so as not to provoke the guest or let the guest feel that the hotel lack of sincerity; (7) with a kind tone of voice to tell the guest, his complaint is completely correct, so that the guest feels respected; (8) to recognize and understand the guest's feelings, try to show the guest's feelings of respect. feelings, try to show sympathy for the guest; (9) when the guest has finished speaking, first apologize to the guest, explaining that it will be dealt with immediately.
2, dealing with complaints: (1) to the relevant personnel to understand what happened and why, can not listen to one side of the story; (2) such as the hotel side of the work of the error, to sincerely apologize to the guests and admit the error, said that we will certainly improve the guest to make up for the faults of a certain amount of concessions; (3) as far as possible to make the results of the guest satisfaction, and even unexpected, to give the guests a surprise; (4) for the guest complaints that can not be resolved within my authority. I can not be resolved within the authority of the guest complaint, first apologize to the guest, thank the guest for the complaint, and immediately reported to the next level; (5) the results will be informed of the guests;; (6) to seek the views of the guests on the handling of the complaint; (7) again to the guests to apologize.
3, record complaints: (1) will complain about the guest's name, room number, consumption location, unit name, contact information, complaint time, the cause of the complaint and the results of the record in duplicate "guest complaint record form"; (2) the guest's complaint classification is sorted out; (3) before the end of the day, forwarded to the manager of the front office department for approval; (4) approval of the department to retain a copy of the general manager to submit to the general manager Office a copy; (5) on behalf of the hotel to send a letter to the guest, to apologize, and welcome guests to come back to the hotel.