"open source, increase revenue and expenditure" is the pursuit of each enterprise is not vectored, the staff of the Department of Front Office Actively respond to the hotel's call to carry out savings, cost-saving activities, control costs. In order to save costs, the Front Office Department to buy their own plastic baskets to contain the team's keys, reducing the use of key bags and room cards, to the hotel to save money (the original, whether it is a team or casual guests, each room must fill out the room card and the use of the key bag, through the team room does not use the room card and the key bag, a great saving of costs, every day the team room are more than xx, a year can save a large amount of money); The business center uses expired statements to print draft paper; urge the staff of the accommodation to save water and electricity; control office supplies, use every piece of paper, every pen. Through these controls, the hotel revenue generation for the Front Office Department should make a contribution.

Second, strengthen the business training, improve the quality of staff

Front Office Department as the face of the hotel, each employee has to directly face the guests, the staff's work attitude and quality of service reflects the level of service and management of a hotel, therefore, the training of staff is the focus of our work, this year for the five branches to develop a Detailed training program: for the switchboard, we answer the phone language skills training; for the baggage office of the luggage delivery and storage service training; receptionist etiquette and courtesy and room sales skills training; especially in July of this year, all employees of the front office department for up to a month of foreign language training for this year's star rating review to lay a certain foundation, only through the training to allow employees to further improve their business knowledge and service skills, in order to make staff in the business knowledge and service. Only through training can the staff in the business knowledge and service skills have further improved, in order to better provide guests with quality service.

Three, focus on the coordination between the departments

The hotel is like a big family, departments and departments in the work of the friction will inevitably occur, the coordination of good and bad in the work of the will be greatly affected. Front office is the entire hotel's central department, it has a close working relationship with the catering, sales, guest rooms and other departments, such as problems, we can take the initiative and the department to coordinate and solve the problem, to avoid the matter of the deterioration of the *** with the purpose of the hotel, do not solve and deal with a good hotel will bring a certain negative impact.

Four, strengthen the staff's sales awareness and sales skills, improve occupancy

The front office department according to the market situation, and actively promote the sale of loose guest rooms, this year the hotel launched a series of guest room promotional programs such as: fan room, points card, vouchers, thousand dollar card and other promotional activities, the receptionist in the hotel at the same time according to the preferential policies of the market and the day of the occupancy. Market conditions and the day of the check-in situation to flexibly grasp the room rate, the front desk of the bulk of the guests has increased significantly, the occupancy rate has increased, emphasizing the receptionist: "as long as the guests to the front desk, we have to do everything possible to let the guests to live down," the purpose of the fight for more occupancy rate.

V. Strengthen the management of all kinds of reports and customs data

The front desk in accordance with the provisions of the Public Security Bureau of each guest check-in registration, and input into the computer, the foreign guests of the information through the hotel's customs clearance system in a timely manner to the National Security Bureau of the Exit-Entry Administration Branch of the Customs Declaration, and conscientiously carry out the notification of the Public Security Bureau of the each guest valuables reminders. The hotel will earnestly implement the notice issued by the Public Security Bureau, and remind each guest to deposit his/her valuables. All the reports and data of the Front Office Department are designated to be in charge of, and the reports are categorized and filed and reported to the monthly statistics. 20xx room income is compared with 20xx room income, the housing rate increased, but the income has decreased by yuan, the main reason is because of the vicious competition between the hotel industry leading to the reduction of the average room price, the occupancy rate increased but the income decreased phenomenon, the guest room summary table is attached.

Achievements are gratifying, but the shortcomings we are also y aware of and appreciate:

1, the lack of flexibility and initiative in the service;

2, the aging of the switchboard equipment caused by the line is not good, and often cause guests to complain;

3, the individual new employees are not proficient in the operation of this work;

4, the business center copier, Printer aging, copying and printing is not good, directly affecting the business center's income.

According to the hotel to the business sector to develop a new sales targets and tasks, 20xx year for the front office department is an important year, in order to be able to cooperate with the sales department to complete the task, specially formulated 20xx year work plan:

1, continue to strengthen the training, improve the overall quality of staff, improve the quality of service;

2, to stabilize the staff team, reduce staff mobility

3, "hardware" aging "software" to make up for the lack of aging equipment by improving the quality of service;

4, to improve the front desk staff selling skills, increase the occupancy rate of casual guests, and strive to complete the hotel sales task.
Front Office Department year-end work summary and plan (2)

Unconsciously in this hotel has been done for a year, from the beginning of the front desk to know to now block a side, I believe that in addition to my own efforts and efforts, but also to leave the hotel to bring me training, as well as the old staff and leadership of my support. A year I learned a lot of time, "the guest is always right" this service industry known business maxim, here is played to the extreme.

The hotel in order to achieve certain financial goals, not only to meet the material needs of guests to meet the spiritual needs of guests. So as a hotel operator, often the requirements of the guests, as long as the premise of not violating the law and violate the morality of the guests, will be to meet the guests. So from the entry training will be instilled for the staff: "the guests will never be wrong, wrong only us", "only sincere service, will be replaced by the guests' smile". I have always believed that the customer is God's truth, always as far as possible to do my own service to the utmost. The work of the front desk of the hotel is mainly divided into reception, room sales, check-in registration, check-out and expense settlement, of course, this also includes answering questions for the guests, to help guests deal with service requirements, telephone transfer and other services. The front desk of the hotel, the work half-time is divided into three shifts, morning shift, mid-shift and overnight shift, rotating work, one of which is a full-time cashier, the other two according to the actual workload distribution of the remaining work. This arrangement is more relaxed, both in the case of heavy workload can be assigned to one person cashier, one person registration sales promotion, another person is responsible for other services and contact work. And it can also relieve the pressure on the cashier, so that the cashier can be clear-headed and make no mistakes. Most importantly, this way of working allows newcomers to gain experience very quickly, and be guided by colleagues who lead the shift when the workload is small, and absorb more experience when the workload is large, so that they can grow up quickly. In this year I mainly do the following work:

First, strengthen the business training

Improve their own quality of the front office as the face of the hotel, each employee has to directly face the guests, the staff's work attitude and quality of service reflects a hotel's level of service and management level, so the training of employees is our hotel's work! Therefore, staff training is the focus of our hotel's work. We regularly conduct training on telephone answering language skills, receptionist etiquette and manners and room sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills to better provide quality service to our guests.

Second, to strengthen my sales awareness and sales skills

Increase the occupancy rate of the front office according to the market situation, and actively promote the sale of loose rooms, this year the hotel launched a series of room promotional programs, the receptionist in the hotel at the same time as preferential policies according to the market situation and the day's occupancy of the flexibility of the price of the front desk of the loose guests. There has been a significant increase in the occupancy rate has improved, emphasizing the receptionist: "as long as the guests to the front desk, we have to do everything possible to let the guests live down," the purpose of fighting for more occupancy.

Third, focus on the coordination of work between departments

The hotel is like a big family, departments and departments in the work will inevitably friction, coordination of good and bad in the work will be greatly affected. Front office is the entire hotel's central department, it has a close working relationship with the catering, sales, rooms and other departments, such as problems, we can take the initiative and the department to coordinate and solve the problem, to avoid the deterioration of the matter, because everyone's *** with the same purpose is for the hotel, not to solve and deal with the hotel will bring a certain negative impact.

Fourth, consider how to make up for the mistakes of colleagues and departmental work

Ensure that guests check out in a timely manner, so that guests are satisfied. Front desk cashier is the last department of contact before the guests leave the store, so usually in the checkout to us to complain about all kinds of hotel services, and these problems are not caused by the cashier, at this time, the most avoid shirking or accusing the department or individual causing difficulties, "it is not a matter of concern, hanging up" the most undesirable, it is not only can not make up for the fault, but also let the guests suspect the whole hotel management, and the guests will not be able to make up for the mistakes. On the contrary, let the guests suspect the management of the entire hotel, thus deepening the degree of distrust of the guests. Therefore, we should calmly play the intermediary function, the cashier to other individuals or departments to explain the situation and ask for help. After the problem is solved, the guests should be consulted again, the guests are often sensitized by your enthusiasm to help, thus changing the initial bad impression, and will even establish a close and mutual trust of the guest I relationship. The sword, although sharp, not sharpened constantly", "after learning hard to know the insufficiency".

Only learning can continuously sharpen a person's character, improve moral integrity, improve service skills. Let us take a robust pace, constantly moving forward, in order to go our a can spread wings and fly the sky! xx brothers and sisters, in order to work hard for our tomorrow!

Front Office Department year-end work summary and plan (3)

In the blink of an eye into the xxx work has been more than x years, according to the company's General Manager's Office of the work arrangements, is mainly responsible for the daily operation of the catering floor, the company's marketing and planning work and the training of employees in various departments, is now 20xx year's work summary report, and a brief overview of the 20xx year's work intends to do.

First, catering floor site management

1, etiquette and courtesy requirements of the daily meeting to repeat the practice, the staff to see the guests to be polite language, especially the package room desk staff requirements to do a call will be responded to the request for etiquette and courtesy to the work of every drop, the staff to supervise each other, **** with the progress.

2, before the class insisted on grooming inspection, grooming unqualified people required to organize qualified before going on duty, on duty found grooming problems immediately corrected, supervise the use of manners and courtesy to the guests after the staff to develop a good attitude.

3, pay close attention to the positioning of the post and service awareness, improve service efficiency, for the waiter in the restaurant when the guests are more reasonable deployment, a clear understanding of their respective work content, division of labor and cooperation.

4, health management, cleaning staff are required to see a foreign body or dirt must be cleaned immediately, the health requirements of the region twice a day to clean up the sofa surface, around the table and dining table, the ground, desktop, countertops, no dust, no water stains, items placed neatly.

Second, the daily management of employees

1, the new staff work for the restaurant staff an important part of the team, whether or not they can quickly integrate into the team, adjust the mentality of the direct impact of the quality of service and team building. According to the characteristics of new employees and entry into the workforce, to carry out thematic training, the purpose is to adjust the mentality of new employees, to recognize the special characteristics of the catering industry, so that the new employees in the psychological preparation for the full ideological, to accelerate the integration of the catering team work group.

2, focusing on the growth of employees, always pay attention to the employee's state of mind, the requirements to maintain a good working condition, from time to time to organize staff to learn, and staff assessment, check the effect of training, and found that deficiencies in a timely manner to make up for the improvement of the training program, the monthly regular staff to talk to do the ideological work to understand the work of the problems found in the problem solving.

Three, active communication, grasp the source management

To further stabilize the source, enhance customer loyalty to xxx, to maintain and enhance the company's good business situation, the departments to play an active role in the marketing, promotional role and embark on the following aspects of the work:

1, the director of the regular units and the consumer Large customers for telephone contact, and the director of the units and consumption of large customers to visit the field, to understand the recent period of time does not come to consume or consume less reasons, and make a good record, in a timely manner in the company's organizational sector is the meeting to rectify.

2, in order to further reflect the company's humane service, the departments of the birthday guests to the store in a timely manner to send flowers or cakes, such as consumption of large customers: xxx, etc..

3, in order to reflect the importance of the company's consumption of regular customers, through the managers of the various departments in a timely manner will be the development of new dishes launched in a timely manner to feedback to the consumption of regular customers, and guests are invited to come to the free taste and valuable advice.

Fourth, improve the labor system and training system, improve the quality of staff

1, strict labor system, each department to recruit new employees, eligible, merit, do not meet the conditions, all rejected, no mercy, to ensure the quality of recruitment. At the same time, the senior leadership in-depth excavation of talent among the staff, the violation of the company's provisions of the staff, education-based, repeated correction of those who are punished for dismissal.

2, improve the training system, in order to make the training to receive the expected results, xxx general manager first clear training to have a "purpose", "practicality", "time". The guiding ideology of "purpose", "practicality", "time". Secondly, set up a training team, developed a training program, adopted a combination of theory and practice, theory by me training, practical training by xxx general manager. Old with new way, phased training, such as: a monthly management training, safety and health training, a weekly promotional training, service knowledge, service skills training.

Fifth, strengthen the internal management

1, actively carry out the rules and regulations, service skills, health knowledge and fire knowledge training, standardize the daily meeting, once a month, the staff meeting, the development of a weekly Monday all staff cleaning, strengthen the management of the work, improve the quality of staff, change the minority of employees lazy working The staff will be able to work in the office.

2, the development of catering to local wild vegetables, mushrooms as the leading business policy, and therefore received the praise of the guests.

3, the implementation of the dormitory health responsibility system, the responsibility of zoning to the person, changing the original dirty situation, especially the dormitory public **** area health has improved significantly, the arrangement of the duty manager and foreman to check the dormitory inside and outside the health.

Six, the improvement of employee welfare

1, to improve the staff meal, the development of a weekly recipe, carefully made and carefully listen to employee feedback, and actively improve.

2, after work the company's leadership to organize all employees to go out and play, carry out cultural a series of activities, through the implementation of a series of activities, and strive to create unity, cooperation and a harmonious atmosphere. Strengthen the staff team spirit, on the one hand, to enrich the spare time of employees, on the other hand, to enhance the sense of belonging and collective sense of staff.

VII, the work of the main problems

The work of the departments, although there are some places to achieve better results, but there are still a lot of problems and weaknesses, which are mainly manifested in:

1, the daily workflow of the kitchen department post to be further standardized, due to the slow serving and dish production standards are not uniform. Dishes are not refined enough, complaints occur from time to time.

2, in the implementation of targeted training methods and strength of the staff on duty is not enough, called service also occurs from time to time.

3, departmental management lack of strength and effective methods, which led to the staff of the daily disciplinary violations of the phenomenon of more

4, in the process of work is not enough to detail, the work arrangement is sometimes unreasonable, more work, the main and secondary is not very clear.

5, sometimes lack of communication between departments, often after the incident and found that the problem exists.

6, external marketing needs to be strengthened: in the reception work is sometimes not careful enough, not too much attention to some of the details, consider the problem is not comprehensive.

7, sometimes due to external information is not accurate enough, affecting the company's overall marketing and reception, in the future work to be careful and meticulous, try to avoid. To be able to do in a timely manner to grasp the information, thereby reducing work errors.

VIII, 20xx year work plan

(a)

1, do a good job of internal personnel management, in the management of the system to achieve a clear, clear division of labor.

2, in the existing regular meetings on the basis of further deepening the content of the regular meetings, enhance the depth and breadth of the seminar, the quality of service seminars into a communication platform for all the waiters, learning from each other, learn from each other, share service experience, stimulate ideas.

3, will be in the existing service level based on the service for innovation and enhancement. Pay attention to the details of service and humanized service, improve the quality of service personnel, enhance the salary assessment treatment standards of the waiter, strengthen the daily service, set up a high-quality service window, create service highlights, selection of service stars.

4, in the management of goods on the responsibility of people, chapter, evidence, someone to implement, someone to supervise.

5, to increase efforts to the maintenance of member customers.

6, in the company's off-season, to strengthen the marketing efforts of various departments, do a good job of hospitality, to ensure the quality of service.

(B) the planning of the overall management of the various departments

1, strict management system, employment training system, divided into clear job assessment level, enhance the staff's sense of competition, improve personal qualities and work efficiency.

2. Enhance staff efficiency management, strengthen cost control, cost savings. Training staff to develop good saving habits, reasonable use of water and electricity, etc., found that the phenomenon of waste timely stop and strictly enforce the relevant penalty system.

3, to strengthen the coordination between departments.

4, heavy food safety and hygiene, grasp the safety management.

5, to carry out multi-channel publicity, promotional activities to increase the membership rate.

Finally, I believe that under the correct leadership of General Manager xxx and the collaboration of all departments, this year's work can be on a new level, while wishing all colleagues a happy new year, work well.