Summary and Plan of Hotel Front Desk Supervisor 1

Unconsciously, 21xx years will soon pass, and I am full, busy, happy and growing this year. At the end of this year and the beginning of this year, look back and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders and friendly cooperation among colleagues, I have made a lot of progress in my work and study.

the front desk is the window of the hotel, the image of the company, the starting point of service, the first step for customers to contact our hotel and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. Starting from welcoming guests at the front desk, a good beginning is half the battle. So I must do my job seriously.

1. Smile and be full of energy

We should keep our best image, greet our guests with our most beautiful side, and let every guest experience our sincerity and enthusiasm when entering the hotel. Strive to improve the quality of service. Answer every call carefully and make every record. Always pay attention to maintaining a good service attitude, warm reception, and cleverly answer every question raised by customers. Be greeted with a smile, be patient and meticulous, and give warm tips.

Second, pay attention to guests' habits and preferences

When guests enter the hotel, we should take the initiative to say hello. When addressing guests, it is very important to say the guest's name accurately if they are regular customers, and guests will feel respected and valued for this. If you are a foreign guest, you can explain the local customs and customs to them, introduce them to the location of the station, shopping malls and scenic spots, and quickly complete the formalities. When the guests go through the formalities, we can care more about the guests and ask them. We also need to collect information such as their living habits and personal preferences, and try our best to satisfy the guests. When they check out, it takes a few minutes to make room rounds. Don't let the guests stand, please sit down and wait.

Third, pay attention to manners

When talking with guests, you should keep eye contact with them at intervals. Smile in front of the guests, especially when they criticize us or explain the problem. Don't argue with the guests, even if they are wrong, give them the right ones. We must keep smiling. No matter how angry the guests are, our smiles will also "put out the fire" and many problems will be solved. Use more polite language, treat guests with a greeting when they come, a sending sound when they leave, and an apology when they trouble guests. Try to solve the problem for the guests in time, and be anxious for the guests. In my opinion, only by paying attention to details, starting from small things and starting from little by little, will our work be more outstanding.

Fourth, focus on the overall situation, regardless of personal gains and losses

No matter whether it is working hours or rest time, if the company has a temporary task assignment, I will obey the arrangement, actively cooperate, and don't find any reason to shirk it. As a member of xx Hotel, I will dedicate my strength to serve the company. At ordinary times, I actively participate in the activities organized by the company, obey the arrangement of superior leaders, and strengthen the feelings between colleagues and the communication between departments.

5. Communication and cooperation between departments

The front desk, guest rooms and logistics are like a chain, and the work of each department is very important. Therefore, in the future work, we should strengthen cooperation with other departments, so that we can work more happily, work more efficiently and get greater benefits. The front desk work is trivial, but as long as we are serious about the big and small. Therefore, I will do everything more seriously and carefully. Watching all kinds of guests come in and out every day, I feel very happy that I can provide them with different services and solve all kinds of problems.

I thank the manager for giving me a chance to work, and the company for providing me with a platform to exercise myself. I am glad that I can take the post of receptionist, and I am extremely proud of my work. I sincerely love my post and hope that I can become more mature in my future work and be more calm and calm when I encounter problems. In the future, I will learn more about telephone skills and etiquette to adapt to the rapid development of the company, make a personal work plan, and learn more about the basic situation and business content of the company. In order to continue to lay a solid foundation for better work in the future, we will also strive to create our own glory here!

summary and planning of the work of the front desk supervisor of the hotel 2

1. Summarizing the work in the first half of the year, because the professional knowledge of the front desk receptionist and the mechanic is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for front desk receptionists and machine maintenance personnel, improve business ability and strengthen technical level; In the process of service, service personnel should put themselves in other's shoes, think for customers, provide practical services for customers, and make constructive suggestions to customers so that our services can make customers more satisfied.

Second, in the past, we made mistakes in some avoidable work details because the standard processes in the front desk and workshop were not in place, and the staff were not very careful when facing the work. Therefore, in the second half of the year, we need to strengthen the sense of responsibility of managers and staff for their work, let the staff know the current enterprise status and future planning, as well as the market and future trend, and let them realize that their stable work and the enterprise development of the income company are directly linked, thus making the staff change from passive to active. Judging from the current service industry, the company wants to develop steadily for a long time, and service is the top priority. The front desk reception is the external window of Buick's after-sales service. Every move of the front desk receptionist represents the image of Buick's after-sales department, so we will set up a good image for Buick's after-sales department and even the enterprise, which will be recognized in the eyes of customers, so that our enterprise can continue to develop and grow.

third, from the marketing strategy, Buick's after-sales department has some shortcomings in maintaining loyal customers in the first half of the year, and there is a certain amount of loss when customers are constantly added. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend the good and bad times in the market, so that these customers can always follow us and truly &; L care about you more than you do&; r。

fourth, price rationalization. The price level is also one of the important factors that influence customers to enter the factory. To provide customers with better service and reasonable price, and always make a reasonable maintenance plan from the customer's point of view, so as to save money for customers and then exceed their expectations.

5. In the current market environment, all enterprises are in a state of meager profit or losing money, which requires every manager and employee of our enterprise to cut expenses and reduce consumption, and save every penny for the enterprise. As a Buick, it should be saved in hospitality and daily necessities after sale.

Summary and Plan of Hotel Front Desk Supervisor Part 3

Because the professional knowledge of front desk receptionist and mechanic is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes can't provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for front desk receptionists and machine maintenance personnel, improve business ability and strengthen technical level; In the process of service, service personnel should put themselves in other's shoes, think for customers, provide practical services for customers, and make constructive suggestions to customers so that our services can make customers more satisfied.

1. Summarizing the work in the first half of the year

In the past, we made mistakes in some avoidable work details because the standard processes in the front desk and workshop were not in place, and the staff were not very careful in the face of work. Therefore, in the second half of the year, we need to strengthen the sense of responsibility of managers and employees for their work, so that employees can know the current enterprise status and future planning, as well as the market and future trend, and let them realize that their stable work is directly linked with the enterprise development of the income company, thus. Judging from the current service industry, the company wants to develop steadily for a long time, and service is the top priority. The front desk reception is the external window of Buick's after-sales service. Every move of the front desk receptionist represents the image of Buick's after-sales department, so we will set up a good image for Buick's after-sales department and even the enterprise, which will be recognized in the eyes of customers, so that our enterprise can continue to develop and grow.

from the marketing strategy, Buick's after-sales department has some shortcomings in maintaining loyal customers in the first half of the year, and there is also a certain amount of loss when customers are constantly added. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give real care to these customers from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend both good and bad times in the market, so that these customers can always follow us and truly "care more about you than you".

price rationalization. The price level is also one of the important factors that influence customers to enter the factory. To provide customers with better service and reasonable price, and always make a reasonable maintenance plan from the customer's point of view, so as to save money for customers and then exceed their expectations.

in the current market environment, all enterprises are in a state of meager profit or losing money, which requires every manager and employee of our enterprise to cut expenses and reduce consumption, and save every penny for the enterprise. As a Buick after-sale, we should save on hospitality and daily necessities.

1. Do a good job in internal personnel management, with strict system and clear division of labor.

2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and build the service quality seminar into a communication platform for all service personnel to learn from each other, share service experience and stimulate their thoughts.

3. On the basis of the existing service level, we will innovate and upgrade the service, focusing on service details and humanized service, improving the entry qualifications of service personnel, improving the salary assessment and treatment standards of waiters, strengthening daily service, establishing a high-quality service window, creating service highlights, and innovating service brands on the basis of brands.

4. The responsibility for goods management lies with people. There are rules to follow, evidence to check, implementation and supervision.

5. Strengthen the maintenance of member customers.

6, strict management system, employment training system, clear job assessment grades, enhance employees' sense of competition, improve personal quality and work efficiency.

7. Enhance employees' awareness of benefits, strengthen cost control and save expenses. Train employees to develop good habits of saving electricity and water, find waste, stop it in time and strictly implement the relevant punishment system.

8. Strengthen the coordination between departments.

9. Pay attention to food safety and hygiene, and do a good job in various safety management.

Second, the work plan for the second half of the year

I think the work of the front office supervisor of the hotel is mainly divided into the following points:

(1) assisting the manager in the overall operation of the front office, making reasonable arrangements for the staff and arranging the accommodation for the employees of 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;

(3) 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;

summary and planning of the front desk supervisor of the hotel 4

I think the work of the front desk supervisor of the hotel is mainly divided into the following points:

(1) assisting the manager to do a good job in the overall operation of the front desk, making reasonable arrangements for the staff, and arranging the accommodation of the store staff;

(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;

(3) 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 of fire safety in this department &; L Sany & R work, do a daily inspection, a weekly training, 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. Guest investment is mainly divided into:&; L Complain in person &; r& L Telephone complaints &; r& L written complaint &; R three kinds, 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 you can't solve it, you should inform your superiors at the first time.