Work Plan and Summary of Tobacco Hotel 1

1. Establishment of personnel team.

during the hotel preparation, apart from the hardware preparation, the most important thing is the formation of the staff team. The establishment and staffing of the front office will affect the cost level of the hotel, so we should proceed from reality, simplify the organization and have a clear division of labor. It is necessary to carry out the survival of the fittest, provide excellent employees with knowledge training on job skills, and take on-site training as the mainstay, regularly evaluate, test and assess, and give specific guidance and education, so as to continuously improve the business skills of employees and make the employees in the front office meet the standards of hotel employment.

2. Pay attention to training

As the front office of the hotel, every employee should directly face the guests. The attitude and quality of employees reflect the service level and management level of the hotel. Therefore, the training of employees is the top priority, and a detailed training plan needs to be formulated for the front office. With good service skills and proficient business knowledge, we can provide high-quality, efficient and fast services. Only when employees are well trained can employees have excellent skills to provide quality services to their guests.

3. Strengthen employees' awareness and skills of sales promotion

Front office employees, especially those at the front desk, must master the art and skills of sales promotion at the front desk. Grasp the characteristics of guests, carry out targeted sales according to different requirements of guests, and recommend the most suitable products to the most needy guests, so as to achieve twice the result with half the effort. While striving to improve the occupancy rate, strive for profit.

4. Increase revenue and reduce expenditure

In order to protect the environment and take the road of sustainable development, "increase revenue and reduce expenditure" is the pursuit of every hotel. Front office staff should also actively respond to low-carbon management, control costs and carry out activities of saving and reducing expenditure, which not only caters to customers' green needs, but also creates economic benefits for hotels, killing two birds with one stone. You can start from the dribs and drabs in your daily life, turn off the tap, turn off the unnecessary power switch, and reuse the reverse side of used a4 paper.

5. Pay attention to and adopt the opinions of guests and advocate personalized service.

always consult the guests and pay attention to their complaints. The opinions of guests are an important channel to obtain quality information and important materials to improve management. Listen to and solicit the opinions of the guests extensively, reflect and report to the superiors in time, and take a positive attitude and handle them properly. In order that our service can be turned into customer satisfaction. Advocate personalized service to attract customers' attention, improve customer satisfaction and strive for more repeat customers.

6. Pay attention to coordination with various departments

A hotel is like a big family, the front office is the nerve center department of the whole hotel, and it has close working contact with departments such as catering, sales and guest rooms. If there is any problem, we should actively coordinate with relevant departments to avoid the deterioration of things, because everyone's common purpose is for the hotel, and failure to solve and deal with it will bring certain negative effects to the hotel. Therefore, the work contact, information communication, unity and cooperation between departments are particularly important.

Work Plan and Summary of Tobacco Hotel 2

xx year is a year of steady growth of the hotel, a year of improving management services and a brilliant year of achievements. In this coming year, the Finance Department has been working hard in growth, focusing on the business idea of "strengthening business ability, expanding marketing channels, improving system and process, controlling cost and energy consumption, and improving service level", and following President Wang's requirements of "strict system, improving process, strengthening supervision, and improving quality". Internal management has grasped the difficulties and key points of work, constantly improved employees' own quality and service skills, and overcome various difficulties, and completed various tasks.

First, the completion of major business indicators

Second, in terms of business management, under the care and guidance of Wang Zong and Yang Zong, the employees of the finance department were basically able to complete various tasks, conduct monthly financial accounting, persist in completing daily work, obey the hotel work arrangement, cooperate with the completion of the orientation training for new hotel employees, actively organize and participate in various activities of the hotel, and with the completion of various financial security work, no safety accidents occurred throughout the year. To ensure the smooth progress of the hotel's overall safety production throughout the year, generally speaking, we have mainly completed the following tasks:

1. System construction and process management:

Over the past year, we have revised the hotel's financial system and workflow, defined our respective post responsibilities, improved various process work, strengthened the operability of each process, and designed, produced and printed various business forms according to the post requirements, so as to make them within departments and between departments.

2. Complement and improve the hotel salary system: Through the formulation, accounting, implementation and distribution of the service sales award, it reflects the competitive salary system of different pay for the same post and more pay for more work, which reasonably cooperates with the hotel salary reform.

3. Standardization and arrangement of accounting:

With the opportunity of the internal audit of China Branch, the Finance Department first conducted a self-examination of the problems, and then dealt with and corrected the problems found in the internal audit in a timely and serious manner, discarding the original problems and shortcomings, so as to achieve the standardization of the overall accounts; Combined with the needs of business, new and more applicable accounting subjects have been formulated, and accounting standards have been carried out month by month to better and completely account for business conditions.

4. Analysis and change of business statements: according to business needs, reasonably change the format and content of statements so as to more clearly reflect various income items; Summarize and analyze the operation situation in each quarter, understand the existing problems, and provide strong reference for future operation.

5. Accelerate the operation of current funds: formulate and improve the corresponding collection and transfer procedures of accounts receivable and accounts payable and standardize them in tables, clarify the monthly accounts receivable quantity, prevent dormant account and bad debts, and speed up the withdrawal of funds; Strengthen the contact and cooperation with suppliers, ensure the supply of hotel materials and provide backup business needs.

6. Strengthen the audit and supervision of accounts: strictly supervise and control the implementation of the hotel's financial policies and procedures, promptly and resolutely stop any behavior that violates the hotel's financial system and causes losses to the hotel, and effectively ensure that the hotel's interests are not harmed.

7. Establish reasonable material circulation procedures: reasonably save energy and reduce consumption, manage all kinds of materials and materials, effectively control costs, reasonably calculate all kinds of income costs, supervise the purchase, delivery and storage of all kinds of materials and materials, establish various related processes and detailed ledgers and records, strengthen the cleaning, rectification and management of warehouse materials, strengthen the management of warehousing procedures, and establish procedures for storing and using goods.

8. Strengthen the safety inspection and supervision: establish the awareness of safety prevention, no matter how big or small the safety accidents are, all the parts are harmful, strengthen the safety inspection, prevent all kinds of potential safety hazards, and make a quarterly inspection, a monthly inspection, a detailed inspection everywhere, and an inventory of all aspects, involving all kinds of safety such as property, food, health, office, operation, environment and personal safety, so as to nip in the bud, and formulate departmental safety inspection specifications.

9. Improve the level of scientific and technological operation and expand new business of the hotel: relying on the favorable office conditions of the hotel, strengthen system operation, strengthen the audit and supervision of daily operation system, strictly supervise the operation and process operation of the hotel management system, conscientiously implement the operation procedures of various forms, review various income and expenditure bills, and strictly monitor and review the entry and exit of original vouchers, cash and materials in accordance with the requirements of the financial system; Standardize the system account setting, lay the foundation for developing VIP card business and other new businesses, and make the hotel operation and management to a new level.

third, one of the directions for future efforts should be to develop team spirit. Company management is not an individual behavior, and personal ability is limited. If everyone is United, we can get twice the result with half the effort.

Secondly, we should learn to communicate with departments and leaders. The finance department leads every aspect of the hotel and deals with every department in daily business. Listen to the opinions and suggestions of departments, find and correct problems in time, give full play to the supervision function of accounting, and feedback information to the leadership in time to change passivity into initiative.

thirdly, we should continue to learn business and learn many new fields of accounting, such as finance, taxation, computer application, company law and enterprise management, so as to be more conducive to our future work.

generally speaking, as the logistics department of the hotel, our finance department actively cooperates with all kinds of work of the hotel. Although we have done a lot of work, because some institutional processes are still being explored and used, some processes have been established but their operation is not smooth enough, and some processes have to be adjusted in a timely manner in line with the operation. Although we are constantly carrying out democratic appraisal and employee seminars to promote democratic management of enterprises, we still have many places to do, so in the new year, we will continue to strengthen our study and strive to continuously improve and rationalize the basic institutional processes. Strengthen supervision, reasonably control cost and energy consumption, continuously improve our service quality, strengthen management participation, improve our management level, formulate quantitative assessment standards for posts, reflect the real-time working status of each post, and urge each post to devote itself to work, so that we can unite closely and work together to make our hotel develop continuously and remain invincible forever.

Work Plan and Summary of Tobacco Hotel 3

In 21 _ _ years, under the guidance of the Office Affairs Administration and under the specific leadership of Director Li of the reception center, the reception work was carried out creatively around the work center, which was well received by most guests, colleagues and leaders, and all the tasks assigned by the leaders were successfully completed. At the same time, individuals have made some achievements in different aspects, mainly in the following aspects. The following is my summary of the work in this year:

1. Raising awareness

As a service work, the essence of the hotel industry is to provide guests with high-quality and comfortable dining and rest environment. The reception at the front desk is the first step of the work, and it also represents the first impression of the hotel. The front desk service personnel must be highly aware of the importance of work, always keep in mind the service tenet of "guests first, service first and completely satisfying guests", always smile and receive visitors from all sides seriously and humbly. Only by constantly improving the awareness of the importance of the front desk work, can we do the front desk work well, and only by focusing on our own work and paying attention to each service link can we ensure the orderly and healthy development of all the work.

second, solid work

over the past year, I have been diligent and solid in my work, strictly in accordance with the regulations and requirements on the front desk work, earnestly performing the duties of front desk service, and actively carrying out various tasks. During my work, I am on duty on time and never leave early, which ensures the normal business order of the reception center. Treat guests with courtesy, enthusiasm, friendly smile, patiently answer and accept questions and suggestions, actively coordinate and solve with relevant units in time, and properly handle complaints from large and small guests, which has been well received by the majority of guests. In dealing with colleagues, I can be United and help each other, be friendly and harmonious, and properly handle various problems in my personal life.

Third, strengthen the study

While doing solid work, I insist on learning all kinds of cultural knowledge, mainly in the aspects of hotel management, law and accounting. A person's learning ability can determine how far to go. Only by constantly learning from all aspects can we improve our work initiative and innovation and adapt to the ever-changing and developing hotel industry.

Of course, while summing up my achievements, I also have some shortcomings, such as my overall awareness and initiative, which need to be improved in the next step.

In short, at the end of 2112, with the care and help of my leaders and colleagues, I made some achievements. However, in the face of new situations and new problems, I still need to stand at a new starting point, meet new difficulties and challenges, make persistent efforts, continue to earnestly perform my duties, constantly improve my professional level, and creatively carry out my work to contribute my own light and enthusiasm to the all-round development of the reception center.

Work Plan and Summary of Tobacco Hotel 4

(1) Assist the manager to do a good job in the overall operation of the front office, make reasonable arrangements for the staff, and arrange the accommodation of the staff in the store;

(2) Be able to do three regular meetings on time every day, and put forward the shortcomings of the day's work in the regular meeting, and take corresponding measures in time, and at the same time summarize the work of the day and make records; ⑶ Make the in-store worksheet. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of working out the in-store worksheet is to better understand the tasks of the day, which can also reflect the transparency and progress of the work;

(4) master the daily passenger flow and turnover, and make statistics on the weekly and monthly passenger flow, formulate corresponding marketing plans, and at the same time compare the turnover between weeks and months, find out the shortcomings, and make a summary and corresponding countermeasures;

(5) Do a good job in the "Three Ones" of fire safety in this department, and make a daily inspection, a weekly training and a monthly exercise, and make corresponding records;

[6] supervise the escort service. Carry out service procedures to meet the reasonable requirements of guests;

once, take part in the reception work in the front office, record the problems found in the work and make corresponding improvement plans; Being training plan. Correctly conduct a series of training for employees, further strengthen the problems found in the work, and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;

⑼ in close cooperation with the cashier at the front desk, the daily turnover should be recorded. Master the collection of the day's petty cash, arrange the change reasonably, and ensure the cashier's normal checkout;

⑽ handling of guest complaints. There are three types of complaints: "face-to-face complaints", "telephone complaints" and "written complaints", and hotels mainly complain in person. No matter what kind of complaints, we should stand in the position of the guests, first of all, we should gain good feelings and trust, and if we can solve the requests made by the guests face to face, we should solve them immediately. If it can't be solved, it is necessary to inform the superior leader at the first time, and make corresponding solutions with the leader to solve the problem for the guests at the first time.

if there is a complaint from a designated person, you should first understand the situation with the party concerned. If the problem can be solved within your own authority, you should solve it yourself. If it exceeds your working ability, you should immediately ask your superior leader, truthfully report the situation, discuss the solution with the leader, and put forward your own ideas. You should solve it for the guests in the first time, inform them of the handling opinions of the designated complainant, and then apologize to the guests. Don't let the guests take away the dissatisfaction. Such customer complaints must be handled in a win-win situation for both the interests of the company and the interests of the guests.

Work Plan and Summary of Tobacco Hotel 5

In order to implement the central idea of the leaders of the head office: L train a group of professionals for five-star hotels &; r。 Therefore, it is a crucial year for our hotel to further improve the quality and service skills of its employees, which is also the top priority of our work.