First, the guiding ideology:

Actively carry out practical and effective work, adhere to the concept of "based on enterprises and serving enterprises" as a guide, take the road of comprehensive, coordinated and sustainable development, tap potential and increase efficiency, do a good job in internal management, comprehensively improve work efficiency, gradually improve departmental management level and service quality, build a United, harmonious and healthy working environment, and realize standardization, institutionalization and normalization of departmental management.

Second, the internal management:

1. Formulate and implement the detailed rules and implementation methods for the daily inspection of the front office, and realize the comprehensive and standardized operation of each post through clear quality standards and strict inspection system.

2. Strengthen the pre-control, on-site control and post-control of the quality of workplace work, pay attention to detailed services, pay attention to the needs of guests, pay attention to the feelings of guests, and ensure to provide "active, enthusiastic, accurate and rapid" services for guests.

3. Plan employees' career, gradually try out the post rotation of employees in the front desk, business center and switchboard area, enrich employees' work experience, increase employees' work skills, improve employees' interest in work, and build a compound talent with multiple skills.

4, improve all kinds of form records, data analysis, operating procedures and other work, so that accounts can be checked, evidence-based, rules-based.

5. Continue to collect and sort out customer files, provide intimate, personalized and customized services for guests, increase materials and provide guarantee.

6. In terms of energy saving and consumption reduction. Strengthen the maintenance of facilities and equipment to prolong the service life; Save orders and registration forms at the front desk, and use correction fluid after making mistakes to reduce the waste caused by personal reasons; After 9: 30 pm, there is always a chance to turn off the switchboard to save energy; Restaurants can use waste paper instead of new paper and express paper instead of copy paper.

Chapter II Front Desk Manager 202 1 Work Plan

First, strengthen learning and dedication.

To do a good job, we must first have a good working attitude, establish a correct outlook on life and values, and plan the work of the front office manager. Therefore, this year, with the help of the spring breeze of national education activities to maintain the advanced nature of employees, our department will carry out study and education activities to improve employees' professional ethics in a planned and targeted manner, help departmental employees cultivate the spirit of loving their posts and dedication, and establish the concept of serving wholeheartedly. At the same time, the department will also organize employees to actively participate in hotel training. According to the annual theme employee training plan of the hotel, the department itself will also organize employees to conduct training on hotel rules and regulations and business knowledge on a regular basis. Through training and study, we will continuously improve the business skills and level of department employees and improve work efficiency.

Second, strict discipline creates an image.

Discipline is a code of conduct that a group must abide by in normal work and life, and it is an effective guarantee to improve the combat effectiveness of the department. The ancients said, "No rules can make Fiona Fang". Therefore, to do a good job of 20xx, the general office must have strict organizational discipline as a guarantee. Organizational discipline should always be unremitting, department leaders should take the lead and be responsible for themselves, and completely put an end to violations of discipline and discipline. The behavior and dress of department employees should be standardized, and efforts should be made to make the comprehensive office a civilized window of the hotel.

Third, innovate management and stress practical results.

1. Beautify the hotel environment and create a "warm home".

Strict hygiene management is an effective measure to ensure a clean and tidy hotel environment and provide guests with a comfortable environment. This year, we will strengthen health management. In addition to continuing to adhere to the general health inspection on Thursday, we will also carry out irregular inspections, and strictly follow the standards, never go through the motions, never become a mere formality, inform the inspection results, formulate a reward and punishment system, and implement cash rewards and punishments to enhance the sense of responsibility of all departments, mobilize the enthusiasm of employees, and make the hotel health work leap to a new level. In addition, we must do a good job in preventing flies, rats and cockroaches. At present, it is the peak period of rat and cockroach breeding, so it is necessary to strengthen control and effectively eliminate pests such as flies, cockroaches and rats.

Flowers and plants are indispensable embellishments to beautify hotels and create a "warm home". This year, we cooperated with the new flower company to strengthen flower management, and invited the flower company to come to the store for pruning and cultivation on a regular basis to keep the flowers clean and beautiful, and change the colors and varieties of flowers in time according to the situation, so that the flowers in the hotel are evergreen and common all the year round, giving guests a warm and comfortable feeling.

2. Innovate dormitory management and create a "comfortable home" for employees.

Dormitory management has always been a weak link. This year, we will strengthen management to create a real "comfortable home" for hotel employees. To this end, the first thing is to have a clean dormitory environment. We require the dormitory * * * to do a good job of sanitation in the public * * * area. Each dormitory has a dormitory administrator who is responsible for arranging and urging the dormitory staff to clean up, requiring the room to be clean and tidy, and checking and reporting the sanitation of each dormitory.

Secondly, it is necessary to strengthen the safety management of dormitories, always keep in mind fire prevention and theft prevention, prohibit outsiders from entering and leaving the dormitory at will, and implement the system of asking and registering outsiders to ensure the personal and property safety of lodgers.

Third, change management type into service type. * * * To transform into a waiter for lodging staff. Most of the internal employees are young people from all directions who have just left home. Most of them are young and lack social experience. Therefore, they need our concern in many ways. Therefore, the dormitory should pay more attention to their ideological and emotional changes and their lives, especially to the sick employees, and give them family-like care so that they can feel the warmth of the family.

Fourth, save energy, reduce consumption and create benefits.

1. Strengthen the management of water, electricity and gas in the dormitory.

It is necessary to strengthen publicity and education, deepen the concept of "advocating economy, opposing waste, opening up new sources and reducing expenditure" in the minds of employees, and enhance the awareness of saving. At the same time, it is necessary to strengthen management in this area. In terms of the use of water, electricity and air conditioning, we should open up according to the actual situation, strengthen supervision and inspection, put an end to the phenomenon of "tap water, ever-burning lamps and air conditioning" and strengthen the management of employees' bathhouses. It is forbidden for outsiders to take a bath in the bathhouse, and it is forbidden for employees to wash clothes in the bathhouse.

2. Strengthen the management of hotel office supplies, clothing and labor insurance supplies.

We will refer to the previous relevant standards and regulations, reorganize according to the actual situation, formulate the collection period and quantity standards of office supplies, clothing and labor insurance supplies in various departments, improve the collection procedures and make good accounts. It is required to distribute the goods according to regulations, ensure that the accounts are consistent with the facts, and properly keep the goods in the warehouse to prevent deterioration and damage.

3. Strengthen the management of vehicle boarding cards and telephones.

Establish a vehicle use system, implement a vehicle dispatching system, prohibit unauthorized use of vehicles and stay out, strengthen vehicle fuel consumption, maintenance management and vehicle maintenance, and ensure the safety of hotels leading vehicles and vehicles. Strict management and registration systems should also be implemented for boarding cards and long-distance calls to prevent private use.

V. Internal and external coordination to promote efficiency

The comprehensive office is the reception window of the hotel, and it is an important department for the hotel to contact, contact and coordinate with various functional departments and units in society. This year, we will make use of the existing diplomatic resources, continue to strengthen ties with relevant departments, and create a good external development environment for the hotel's operation and development.

At the same time, according to the functions of the department, our department will pay attention to the contact with all departments in the store, coordinate the work of all departments, coordinate and solve some matters delayed by poor contact in time, supervise the implementation of various measures and decisions of the hotel, and prepare the minutes of monthly work meetings, so that the work of all departments in the hotel can be arranged month by month and acted every day.

VI. Promotion of Guangming Brand

1. It is necessary to improve the writing level and quality of documents and materials, complete the drafting, printing and sending of all kinds of documents and materials in the hotel in time, strengthen file management, establish a file management system, and properly keep the relevant materials and documents filed, so as not to be damaged or lost.

2. Timely publicize and report the typical deeds of the hotel, increase the publicity of the hotel, vigorously publicize the advanced models emerging in the construction of three civilizations, vigorously publicize the hotel, establish a good external image of the hotel, and improve the visibility of the hotel.

Chapter III Front Desk Manager 202 1 Work Plan

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

(2) Be able to do the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, take corresponding countermeasures in time, and summarize the work of the day and make records;

⑶ Prepare the hotel 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 making hotel worksheets is to better understand the work tasks of the day, and also to reflect the transparency and progress of the work;

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

5] Do a good job in the "three ones" of fire safety in this department, and make a daily inspection, a weekly employee training and a monthly drill, and make corresponding records;

(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;

Participate in the reception work in the front office once, record the problems found in the work, and make corresponding improvement plans at the same time;

Staff training plan. Correctly conduct a series of employee 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;

(9) Work closely with the cashier at the front desk to record the daily turnover. Grasp the collection of petty cash on the same day, arrange the change reasonably, and ensure the cashier to settle the account normally;

⑽ Handling of guest complaints. There are three types of complaints: face-to-face complaints, telephone complaints and written complaints. Hotels mainly complain face to face. No matter what kind of complaints, we must stand in the position of the guests, first of all, we must gain goodwill and trust. If we can solve the demands made by the guests face to face, we must solve them immediately. If it can't be solved, we should inform the superior leader at the first time, make corresponding solutions with the leader, and solve the problem for the guests at the first time. If a designated person complains, he should first ask the parties for information. If the problem can be solved within your own authority, solve it yourself. If it is beyond your working ability, you should immediately ask for instructions from the superior leader, truthfully reflect the situation, discuss the solution with the leader, put forward your own ideas for the guests at the first time, and inform the designated complainant of the handling opinions, and then apologize to the guests. Don't let the guests take away the dissatisfaction. This kind of customer complaint must be handled in a win-win situation for both the interests of the company and the guests.