Part I reception work plan model how to write
A communication
1, do a good job in all sectors of the service, to strengthen the liaison and communication with the staff of the various departments, systematic and rapid transmission of information to ensure that information is timely and accurate delivery of information in place within the company.
2, do a good job of staff services, timely information to the company's staff to the company's leadership feedback, do a good job of staff and leadership communication bridge.
3, to assist the company's senior leadership to improve the company's rules and regulations, do not understand the humble question, reasonable ideas.
Second, the daily work
1, pay attention to check the restroom, cabinets, electrical appliances and other losses, contact the property maintenance in a timely manner, urge to check the drinking water situation.
2, take the initiative to undertake leadership, colleagues are not in the occurrence of some simple daily work.
3, telephone answering and transfer, send and receive faxes, letters and newspapers. Do quickly identify the purpose of the visitor, ask the other party's name, and then to the leadership, colleagues to convey concise and accurate information, make a good record, do not miss, delay; timely delivery of the mail received.
4, customer reception. Basic counseling and introduction, serving tea and water, maintaining good manners and courtesy and inform the relevant reception staff.
3, to strengthen the spirit of love and dedication
1, active work, as far as possible, every day over a task.
2, every day after work to write a good daily report, every Friday to submit the weekly report, positive comments and views.
3, after work to do the next day's work to prepare and plan, have a plan with a focus on the work.
4, in strict accordance with the rules and regulations of the administrative front office.
5, after work, to improve personal training and business skills, actively participate in the company's arrangements for basic management training, to enhance their professional skills; read more books and magazines related to management, learn more about the maintenance of some simple water and electrical appliances, to the leadership and colleagues to learn from the experience of work and methods to quickly improve their own quality, better service to the work of colleagues.
Part II receptionist work plan model how to write
A receptionist
reception is the customer service department of the service window, to keep the information channels open, supervision of regional management, scheduling and coordination of the work of various departments, is the main responsibility of the receptionist. Reception staff is the first person to show the company's image, one word and behavior are on behalf of the company, is the window to contact the residents of the community.
In the work, I strictly in accordance with the requirements of the company, uniforms on duty, reception of visitors to greet with courtesy, attitude and kindly answer and transfer the phone, carefully and seriously deal with daily affairs, patiently listen to the owners to reflect the problem, the need to solve the problem, carefully answer and detailed records, in the first time to arrange for personnel door-to-door service. At the end of each month, the incoming call records are summarized, the first half of the *** received 68 incoming calls, 130 outgoing calls, the owner of the effective complaint 2 cases. Owner of all advisory calls, we have given a satisfactory response; owners of the reported problems, through our timely contact, according to the content of the report on the different actively dispatch, and strive to solve the problem in the shortest possible time. At the same time, according to the completion of the repair report timely door-to-door or telephone return visit. The owner's complaint has been reported to the relevant departments to coordinate the solution.
Through these ordinary daily work, so that my level of work has improved significantly, by the owners of the district and the leadership of the unanimous praise, but also shaped the new image of our property people.
Second, file management
File is directly formed in the property management of the document material, in strict accordance with the provisions of the file management of the owner's data, the departmental files, repair orders, work contact letters, release notes and other information more thorough classification and organization, so that the directory is clear, easy to retrieve, the residents of the building information for the boxed, the departmental files for the management of the bag, on schedule, Finish organizing meticulously. The management is standardized, and the confidentiality system of the information is perfected at the same time. Regularly check the file situation, changes or lack of timely improvement. In the first half of the year **** received all kinds of repair **** 64 cases, for the release of 42 articles, work contact letter 10.
Third, the model room
The model room is our window to the outside world, but also to establish a corporate image of the platform. At the end of each month, I have to inventory the items of the model room, the damaged items will be recorded and reported to the Engineering and Maintenance Department to ensure that the items of the model room intact. In the first half of the model room *** received 70 groups to visit the number of groups, the number of visitors *** counted 187 people.
Fourth, the collection of fees
Given that property management is a high investment, high cost, low return service industry. To ensure that the work continues normally, we must do a good job in the collection of various costs, and to ensure that they are collected in full and on time. First half of the year **** collected 79,212 yuan of property service costs; private garden maintenance fee of 50,386 yuan; fiber optic usage fee of XX yuan; pre-storage of water charges 1740 yuan; cable TV initial installation fee of 450 yuan; gas initial installation fee of 3300 yuan.
Fifth, experience and harvest
six months, through the efforts of learning and continuous accumulation, ideological understanding or working ability have made greater progress, has a customer service center work experience, able to deal with various types of problems in the day-to-day work, in the organization and management skills, comprehensive analysis capabilities, coordination skills and verbal expression ability, after six months of exercise have greatly improved. After half a year of exercise have greatly improved to ensure the normal operation of the work of the post, can be the right attitude towards the work of the task, love of work, serious efforts to carry out to the actual work. Actively improve their own business quality, strive for work initiative, with a strong sense of professionalism, sense of responsibility, and strive to improve work efficiency and quality of work.
Part III receptionist work plan model how to write
First, the guiding ideology
Actively carry out practical, practical and effective work, adhere to the "based on the enterprise, the service enterprise" concept as a guide, take a comprehensive, coordinated and sustainable development of the road, tap into the "business, service" of the concept, and to promote the development of the business, and to promote the development of the business, to promote the development of the business. The road of comprehensive, coordinated and sustainable development, tap the potential, cut costs, and strive to increase revenue, do a good job of internal management, comprehensively enhance the effectiveness of the work, and gradually improve the department's management level and quality of service, build unity and harmony, a healthy working environment, to achieve the department's standardized, institutionalized, and normalized management.
Second, internal management
1, the development and implementation of the "Front Office Department of the daily inspection rules and implementation of the", through clear quality standards, strict inspection system, to achieve a comprehensive standardization of the operation of the positions.
2, to strengthen the quality of workplace pre-control, site control, control after the event, focusing on the details of the service, focus on the needs of the guests, pay attention to the guest's feelings, to ensure that the guests to provide "active, enthusiastic, accurate and rapid" service.
3, the planning of staff career, the front desk, business center, switchboard management area staff to gradually try to rotate the work to achieve rich staff work experience, increase staff work skills, improve staff work interest in the purpose of creating a multi-talented enterprise composite talent.
4, improve all kinds of form records, data analysis, operating procedures and other work, so that there are accounts can be checked, there is evidence to follow, there are rules to follow.
5, continue to collect and organize customer files, to provide guests with affectionate, personalized, customized services to increase material and provide protection.
6, in terms of energy saving. Strengthen the facilities, equipment maintenance and maintenance, to extend the service life; the front desk to save orders, registration forms, room cards and key bags, such as the use of wrongly written with the correction fluid after the use, to reduce waste due to personal reasons; switchboard in the evening after 0:00, will be turned off one of the telephone station to save energy; business center can use waste paper without new paper, can be used to print the paper without photocopying paper, and so on.
7, pay attention to the awareness of security precautions, the implementation of the hotel's safety regulations and the relevant provisions of the public security departments.
Third, external sales
1, the third quarter on the door guest sales tasks, according to the actual completion of the last quarter, the hotel's internal and external market environment to study and develop.
2, 17-19 floor of the new area as a selling point to increase the hotel's retail guest occupancy rate, and make full use of the hotel's sales policy to increase the sale of housing, to do the line of authority without overstepping the authority, in place without overstepping the position.
3, strengthen the railroad passenger service, long-distance bus station, cab companies and other units of outreach work, and strive to achieve *** with the collaboration, mutually beneficial sales results.
4, for door-to-door guest services, training front desk staff to pay attention to the guests' behavior and speech, identify the guest's identity and the nature of the store, select the sales target, flexible use of proximity method, choose to ask the law, the law of the art of the turn, the law of the mouth of the borrowed sales language skills, to achieve the purpose of the sales promotion.
5, held regularly on the front desk management area on the door guest experience exchange and analysis will be studied guests of the consumer psychology positioning and sales techniques. At the same time, the establishment of a sound assessment mechanism, monthly ranking based on performance, analyze the reasons in order to improve.
6, often organize the department concerned to collect, understand tourism, hotels and their corresponding industry information, to master its business management and hospitality service trends, to provide the hotel with comprehensive, real, timely information in order to develop marketing strategies and flexible sales program.