Summary of the front office will enhance the efficiency of the staff. Summarize the process is to think hard about the process of improving their ability to work on their own mistakes a correct understanding of the process, the courage to admit mistakes, the formation of criticism and self-criticism of the good style of the process. The following small make-up to bring you about the overall work plan of the front office, I hope it will help you work and study.

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#Front desk overall work plan (Selected 1)#

One year has passed, looking back on their work There are also some shortcomings. Now summarize the work of this year.

One, the importance of the front desk work awareness

Whichever position, regardless of which job, are part of the overall organizational structure of the hotel, are for the hotel's overall objectives. Front desk work, should be "the image of the hotel, the starting point of the service". Because for customers, the front desk is the first step of their contact with the hotel, the first impression of the hotel, and the first impression is very important, so the front desk to a certain extent represents the image of the hotel. At the same time, the hotel's service to customers, starting from the front desk to welcome customers, a good start is half of the success. With the recognition of its importance, prompted me to further think about how to do my job.

Two, efforts to improve the quality of service

The main work of the front desk is to welcome customers, answer questions for customers. Therefore, to do a good job, the most important thing is the service attitude and service efficiency. I always adhere to the "service with love, do things with heart", always smiling, serious and modest reception of all parties to the customer, I treat the work diligently and solidly, in strict accordance with the provisions of the front desk work and requirements, conscientiously fulfill the duties of the post, and actively carry out all the work. The master as well as colleagues to teach me the knowledge for a time to remember, do not know the problem on the spot to ask to understand, and do a serious summary, to avoid the same problem later do not know how to deal with. At the same time, I seriously learn from my colleagues to do the work and put the method and speaking skills, and gradually make myself to do things neatly, efficiently, and make fewer mistakes. In the excellent completion of the work at the same time, enhance their own flexibility, improve communication skills and interpersonal relations with the ability to deal with.

Three, strengthened knowledge of etiquette and English knowledge

To do a good job in the service work, just have a good sense is not enough, but also must learn the relevant professional knowledge, to avoid doing bad things with good intentions. Such as spare time to seriously study etiquette knowledge, public **** relations. Understand the common sense of etiquette that must be observed in dealing with people, including sitting, standing, speaking tone, eyes, make-up, dress with, and answering customer questions skills and so on. Although there are not many foreign guests in the hotel, but if the English is not good, it will be difficult to meet foreign guests on the big night. So you need to strengthen the study of foreign languages.

Four, strengthened communication with all departments of the hotel

Understanding the development of the hotel and the work of the various departments, with these knowledge reserves, on the one hand, can timely and accurately answer customer questions, accurately transfer the phone. If the knowledge of a department no one, will remind the caller, and briefly explain what time there may be someone, or within the scope of the ability to briefly answer the customer's questions, but also to seize the appropriate opportunity to publicize the hotel. Do a good job of bridging the communication between the hotel department and the customer.

Five, shortcomings

Chatting topics are not much, every time with colleagues together always feel that there is no topic to talk about, always listening to others, they are rarely involved, resulting in the feeling that I am a person who is not easy to approach. I don't have enough knowledge reserve, and I don't have a good grasp of some foreign currencies' exchange. Low level of English, foreign guests are afraid to communicate with foreign guests when they come.

Sixth, the next year's plan

In the next year's work, I will continue to maintain the momentum, adhere to the Department of the front desk for many years of good tradition, for their own shortcomings, study hard, self-improvement, and never lag behind. At the same time from a higher point of view to require themselves to do, do the most stringent to regulate themselves, so that the level of skills and business knowledge to a higher level. I will work hard to cooperate with the supervisor and foreman to carry out the work, conscientiously complete all tasks, and strive to contribute to team building. And everyone **** with the creation of a healthy and harmonious working environment. I also hope that the hotel will get better and better!

#Front desk overall work plan (Selected 2)#

The end of the year, all walks of life are in the end of the year summary, the hotel service industry is no exception, now my hotel receptionist work is summarized as follows:

Here I have learned and advocate how to get a good quality of service, mastering the seven elements:

One, smile

In the daily operation of the hotel, every employee is required to treat the guests, should be reported to the sincere smile, it should not be subject to the time, place and mood and other factors, and is not subject to the conditions. Smile is the most vivid, the most concise, the most direct words of welcome.

Two, proficient

Employees are required to be proficient in every aspect of the work they do and to be as perfect as possible. Employees should familiarize themselves with their business work and various systems to improve their service skills and techniques. "A journey of a thousand miles begins with a single step", in order to make themselves proficient in the business, good training courses, and in the actual operation of the continuous summing up of experience, to make up for the shortcomings, to achieve a multi-functional, in the service in order to be able to swim in the service, which is to improve the quality of service and efficiency of the KTV, reduce costs, and enhance competitiveness have an important role.

Three, ready

That is, be ready to serve the guests. That is to say, only a sense of service is not enough to have prior preparation. Preparation includes thought preparation and behavioral preparation, as the preparation in advance. Such as before the arrival of the guests, all the preparations for good, in a state of readiness to serve them, and will not be in a state of confusion.

Four, pay attention to

that is, we must treat every guest as a "God" to look at and not to slow down the guests. Employees are sometimes easy to ignore this link, and even produce negative service phenomenon. This is the staff to see them dressed casually, consumption is low, feel no faction and other surface phenomena. In real life, often the richer people, the more casual dress, which is their confidence; and clothes do not represent the amount of wealth. We are in this link, we must not judge people by their appearance, and ignore the subtle services, we must pay attention to and treat every guest, so that they willingly consume. We should remember that "guests are our parents".

Five, delicate

Mainly in the service of good observation, guessing the guests' psychology, predicting the needs of guests, and provide timely service, even before the guests did not make the request we can do for the guests, so that the guests feel friendly, which is what we said ahead of the consciousness.

Sixth, create

To create a warm atmosphere for the guests, the key is to emphasize the environment before the service layout, friendly attitude, etc., to master the guests' hobbies and characteristics of the guests to create a "home" feeling for the guests, so that the guests feel like living in the hotel back home.

Seven, sincere

Hospitality is a virtue of the Chinese nation. When the guests leave, the staff should be from the heart, and through the appropriate language to sincerely invite guests to come again, in order to give guests a deep impression. Nowadays, the competition is the competition of service, the competition of quality, especially the hotel industry is particularly fierce. The importance of service is self-evident, we use a variety of quality services, the formation of their own service advantages, in order to create higher guest satisfaction in the fierce market competition, so that the hotel invincible! Every profession needs to talk about team spirit, and so does in Happy Dee. When business is busy, colleagues can understand each other and share the trouble. Usually there are also encountered more difficult customers, a person has difficulties, other colleagues will go up in time to adjust the dispute, so that the situation is no longer bad. Each person has a clear division of labor, work actively, really in action to achieve the effect of a good man three help.

On weekdays, I will also talk to customers to understand their favorite songs and recommend new songs to make customers satisfied. This way there are more than a few repeat customers, so that customers recommend friends to improve the consumption rate. After that, I will also do some small summary, so that day by day, so that my service is more acceptable to the customer and like.

As a service provider, you will encounter some frustration and helplessness. Some people will think that a small logistics personnel is insignificant, some people think that my profession is low and not respected, but I have to say: all roads lead to Rome, I am happy to serve others, I can work here and happy! I can work for this collective and proud. I think my career is like a watch, the surface of the hour hand can bring time and joy, and inside the rotation of the tiny parts are difficult to see, but is essential.

Of course, there is no end to learning, learned also have to be applied to the future work, I hope that the leadership can be more supervision, colleagues can learn from each other, in the future work to improve the efficiency of the service, and strive to be an excellent service staff. Let customers in the "Silver City Hotel World" feel uncommonly happy.

#Front desk overall work plan (Selected 3)#

A year's time passes quickly, in the blink of an eye, 20___ years of time and so past, reflecting on the past year, their past is really very twisted. Because by the leadership of the praise of the pleased, but also because of the service of the poor customer complaints. This year I have both growth, there are mistakes, but in general, in this year, my harvest is still a lot.

In order to better understand this year's self, but also in order to work harder to do their own work, I want to summarize this year's harvest! Fully understand yourself and confirm the road you want to take in the future. My 20___ year-end work summary is as follows:

A, work

In this year's work, I as the hotel's front desk and customer service in the hotel's front desk is responsible for reception work. At the same time, for the caller to solve the problem of customers is also one of our responsibilities. In the work, I strictly require themselves, do things strictly in accordance with the provisions of the hotel, the customer attentive and responsible, etiquette is also trying to do. When the customer has a request, we all try to meet, and give quality service. However, according to the hotel's regulations, we can not promise customers absolutely will not say, meet the customer proposed will also be politely rejected. Provide quality service and adhere to the bottom line, this is my work in the basic situation.

Second, personal

In order to better promote themselves, I personally is also in the continuous improvement of themselves. In a year of personal improvement, I first of all is in the reception etiquette more standardized themselves, in strict accordance with the requirements of the hotel to do, and in the free time is also actively to practice. In x month's is after, also actively participated in the hotel's etiquette training, and with excellent results won the leadership's appreciation.

In terms of customer service work, I summarized the customer's questionnaire. For the hotel in their own do not understand, or not clear things, are trying to understand as much as possible, in order to more convenient for the customer to solve the problem. At the same time, I also actively study the telephone language, the telephone exchange of common skills to use skillfully, to facilitate the customer to leave a better impression.

Three, the shortcomings of the place

In this year, the problem is actually focused on the front, after the work, I have done a lot of improvement. But if you count up, there are still a lot of places where you are not enough, especially in terms of patience! When I am very busy, I may not be patient enough with customers, or even perfunctory! Because of this problem, I was complained by customers, so that the hotel was affected. It also left a bad impression on the leadership.

In that problem, I reflect on myself, as a service personnel, should be to the guests as the most important, their own such disregard for the customer's practice, obviously is absolutely not desirable! In the subsequent work, I am also constantly improving themselves, I hope to get rid of such thoughts as soon as possible.

Four, summarize

A year's work is over, but the new year also followed. A good summary of this year's work, I realize that I actually have too many deficiencies. As a service provider, this attitude is not right, in the next year, I have to work harder to do well, do their own work.

#Overall work plan for the front desk (Selected 4)#

To do a good job of the front desk of this post, then, we must have an important understanding of the front desk work. This position not only reflects the image of the hotel; or foreign customers on the first image of the hotel. So, from the front desk to welcome customers, a good start is half of the success. I think, no matter which position, no matter which job, are part of the overall organizational structure of the hotel, are for the hotel's overall goal. The following is a summary of the front desk work I have completed this year:

One, resolve disputes, deal with problems, service first

Some of the hotel's equipment aging caused by the guests to stay. Some inconvenience, from time to time caused by guest complaints. For these disputes and problems, the front office department calmly respond to the positive, timely and proper solution. For individual guests deliberately difficult, we have also done a patient at the same time, a smile to make amends, always to maintain the reputation of the hotel as a prerequisite, try to make the guests can be satisfied.

Two, face up to the shortcomings, trace the roots

The front desk in the daily work of the adherence to do a good job "three will", that is, when you meet the guests, will smile, will greet, will communicate. Service requires a smile, only always cast a smile to the guests, the service is full of vitality, guests will feel our service from the heart. When guests enter the hotel, active, enthusiastic, kindly address guests, a greeting and language communication closer to the distance between us and the guests. But our staff has not yet done all the time to smile on the face, sometimes to the guest room does not speak Mandarin.

Because of the lack of professionalism, our staff in the room sales skills are still lacking. Front desk should be in the hotel preferential policies at the same time, according to the market situation and the day's occupancy rate flexibility. The front desk should also communicate with the security guard in advance, deepen the tacit understanding, adhere to the "as long as the guests to the front desk, we have to do everything possible to let the guests live down," the purpose of the front desk to shout high prices, if the guests think that the price of the room is too expensive to turn around and leave, the security guards should be coordinated with the initiative to go up to the front of the price drop to keep the guests.

Because the front desk room process are handwritten to complete, which can be operated by man; computer programs can also be modified at will because of man and can not find out the actual number of rooms and prices; which there is a big loophole. Fortunately, our staff never engage in small actions, not from ___ money. But just in case, the front desk financial loophole should be as soon as possible to find ways to fill up.

Three, positive correction, make up for the shortcomings

In order to further improve the quality of our work, with the sales department to complete the sales task, improve the hotel's bulk room sales price, more properly deal with various issues, so that every guest can come and go, satisfied, we need to keep working hard to do better! Strengthen business training, improve staff quality, improve service quality. Stabilize the workforce, reduce staff mobility; "hardware" aging "software" to make up for the lack of aging equipment by improving the quality of service; improve the front desk staff room sales skills, increase the occupancy rate of casual guests, and strive to complete the sales task under the hotel.

#Overall work plan for the front desk (Selected 5)#

Over the past year, in the hotel to work, most of the guests and colleagues as well as the leadership of the unanimous praise, the successful completion of the leadership of the tasks assigned. At the same time, individuals have also made certain achievements in different aspects, mainly in the following aspects, the following work summary is as follows:

One, awareness-raising

The hotel industry as a service, the essence is to provide guests with high-quality and comfortable catering, rest environment. The reception work for the first part of the work, but also represents the first impression of the hotel. Front desk staff must highly recognize the importance of the work, always keep in mind "guests first, service first" and "so that guests are completely satisfied" service purpose, always smiling, serious and modest reception of all parties to the guest. Only from the ideological constantly improve the importance of the work of the front desk to do a good job, only based on their own work, pay attention to each service link, in order to ensure the orderly and healthy development of the work.

Two, solid work

Over the past year, I treat my work diligently and solidly, in strict accordance with the provisions of the front desk work and requirements, conscientiously fulfill the duties of the front desk service, and actively carry out all the work. During the work period, I am on duty on time, never late and leave early, to ensure the normal business order of the reception center. To treat guests can be polite and enthusiastic, friendly smile, questions and suggestions can be patiently answered and accepted with an open mind, and in a timely manner with the relevant units to actively coordinate and solve the problem, and properly deal with large and small guest complaints, the majority of guests have been praised. In the treatment of colleagues, to be able to achieve solidarity and mutual help, friendly and harmonious, and properly deal with a variety of issues in personal life.

Three, strengthen learning

Solid work at the same time, I adhere to the learning of cultural knowledge, mainly in the hotel management, law, accounting and other aspects of systematic and in-depth study. A person's ability to learn how much, can decide to go far. Only continuous learning in all aspects of just, in order to work on the initiative, innovation to improve, in order to adapt to the ever-changing development of the hotel industry.

Of course, while summarizing the achievements, I also have some shortcomings, such as global awareness and proactive line is not strong enough, to be the next step to focus on improving.

In short, at the end of the year ___, I am in the leadership and colleagues care and help, made some achievements, but in the face of new circumstances and new problems, but also need to stand on a new starting point to meet the new difficulties and challenges, and make persistent efforts to continue to conscientiously carry out their work responsibilities, and constantly improve the level of business, and creatively carry out the work for the reception of the center of the overall development of the contribution of their own light and heat.

#Overall work plan of the front desk (Selected Part 6)#

A new year means a new starting point, a new opportunity, a new challenge. 20__ year, we should seriously sum up the experience, to avoid arrogance and work hard to strive for greater achievements. With a new style of work, more high work enthusiasm and more dedicated work attitude into the office of the work. Starting from the small things, starting from the service, and further strengthen the housekeeping and logistics services, for the overall advancement of the company's development to provide basic services for the company's overall annual work objectives to play the role of the administration should be.

In this year, ___ Hotel in the ___ company and ___ company *** with the operation of a greater change, the two shareholders invested a lot of money on the hotel part of the equipment and facilities for the renewal and transformation, deserted for many years on the third floor after renovation of the business to make up for the vacancies in the hotel's entertainment program, so that the hotel's service projects more complete, for the guest room odor problems, through the opening of the window Ventilation has been a fundamental solution to the problem of odor in the guest rooms, and at the same time, the old TVs in the guest rooms have been renewed ......, all of which have brought vitality and hope to the hotel. The updating of the hotel equipment, the improvement of the service items and the further improvement of the staff's service standard have made ___ Grand Hotel achieve the second place in the star rating review in 20__, which has made ___ Grand Hotel have a high reputation in the hotel industry. All these are the effective management of the store-level leaders and the efforts of the staff in all departments of the hotel are inseparable. So the hotel pays more attention to the spiritual civilization construction of the staff, to create a good living space for the staff, the hotel's laundry room transformed into a spacious staff restaurant and staff activities in the dual-use room, and additional billiards, table tennis tables, chess and other entertainment projects, and many times to carry out the various competitions, that is, to enhance the staff's physical fitness and enrich the spare time of the staff, the hotel will also be the solar energy hot water installation to the staff dormitory, solving the problem of staff bathing in the winter. The hotel also installed solar hot water to the staff dormitory, solving the problem of staff bathing in winter. All of these employees can only through serious work to return to the hotel. This year, the Front Office Department in the case of constant staff replacement, all employees are still able to overcome the difficulties, unity and enterprise, the successful completion of the hotel to the reception of the task, the whole year *** reception of the vip group of four, the meeting countless times, in the whole process of hospitality by the guests of the praise of the Department of the Front Office in the past year to do the following work:

One, to strengthen the business training, improve the quality of staff

The 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, so the training of employees is the focus of our work this year for the five divisions to develop a detailed training program: for the switchboard, we are answering the phone for training in language skills; for the baggage service luggage delivery and For the switchboard, we carry out the training of telephone answering language skills; for the baggage service of baggage transportation and storage service training; the receptionist's courtesy and politeness and room sales skills training; especially in July this year, all the staff of the front office department carried out a month-long foreign language training for this year's review of the star rating to lay a certain foundation, only through the training of the staff in the business knowledge and service skills to have a further improvement, in order to better provide guests with high quality service.

Two, to the staff to instill "open source, revenue and expenditure" awareness, control costs

"Open source, revenue and expenditure" is the pursuit of each enterprise is not a vector, the staff of the Front Office Department responded positively to the hotel's call to carry out savings, Cost-saving activities to control costs. In order to save money, the Front Office Department to buy their own plastic baskets to load the team's keys, reducing the use of key bags and room cards, to save money to the hotel (the original, regardless of 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 cost savings, the room card 0, 18 yuan / piece, the key bag of 0,10 yuan / a, every day the team room are (more than 100, a year can save a large sum of money); business center with expired statements to print draft paper; urge the staff of the accommodation to save water and electricity; control of 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.

Three, 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 rooms, this year the hotel launched a series of room promotions such as: fan room, points card, vouchers, $1,000 card and other promotional activities, the receptionist in the hotel at the same time as preferential policies according to the market situation and the day's check-in situation to flexibly master Room rates, the front desk of the casual guests have increased significantly, 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 live," the purpose of the fight for more occupancy rate.

Four, focusing on the coordination between the departments

The hotel is like a big family, departments and departments will inevitably friction in the work, the coordination of good and bad in the work will be greatly affected. Front Office Department is the entire hotel's central department, it has a close working relationship with the catering, sales, guest rooms and other departments, such as the emergence of problems, we can take the initiative and the department to coordinate and solve 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.

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

The front desk in accordance with the provisions of the Bureau of each guest check-in registration, and enter the computer, the information of foreign guests through the hotel's customs clearance system in a timely manner to the National Security Bureau of the Immigration Control Section for customs clearance, seriously the notice issued by the Executive Board, each resident's valuables reminding the hosting. All the reports and data of the Front Office Department are assigned to a special person to be responsible for the classification of the report to file and report the monthly statistics. 20__ year room income and 20__ year room income comparison, the housing rate increased by 9, 46%, but the income has decreased by 240,223,07 yuan, the main reason is because of the vicious competition between the hotel industry led to the reduction of the average room rate, the occupancy rate increased but the income decreased in the phenomenon, the guestroom brief table is attached. The room summary table is attached.

Achievements are gratifying, but not where we are also y aware of and appreciate:

1, the lack of flexibility and initiative in service.

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

3, individual new employees are not skilled in the operation of their jobs.

4, business center copier aging, copier effect is not good, affecting the income of the business center, this year's annual business center copying cash income is only 2812, 9 yuan.

According to the hotel to the business sector to develop a new sales targets and tasks, 20 __ 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 20 __ year work plan:

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

2, stabilize the workforce, reduce staff mobility.

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

4, improve the front desk staff room sales skills, increase the occupancy rate of casual guests, and strive to complete the hotel's sales tasks.

#Overall work plan for the front desk (selected 7)#

In a year's work, I am in the position of the front desk to seriously receive customers, do a good job as a clerk, and at the same time, for the leadership of the command of the temporary task is also a better completion of the work of the year is summarized below.

A, front work

The work of the front desk is the need for me to have a good service attitude to do a good job, but also on behalf of the company's image, the customer walked into our company from the outside, the first person to see is me, but also I go to the reception, so whether it is what kind of customers, I am serious about reception, even if some of the door-to-door sales staff, I also patiently rejected, unless some of the company needs the project, which is the first time to see the customer, I will not be able to do it, but I will not do it. Unless some of the company's needs of the project, this year, I have not been sales staff to muddle through, in the reception of customers is also a good handover, and the company's colleagues to cooperate well. Give customers to send tea, arrange to meet the staff, in the company held a large meeting, I will also actively do a good job in the registration of customers, seriously guide them to the meeting, there are some groups to visit the company or visit, I am equally courteous reception, actively do a good job in answering questions, some of which involve the company's confidentiality is also able to euphemistically round the past.

Two, administrative work

In the front desk work at the same time, I do not forget that I am still a clerk, some personnel and administrative work is also needed to deal with me, such as to the applicants to make a phone call to arrange for interviews, screening of suitable resumes, etc., to the company's publicity documents in the group for notification to the notice board to paste, as well as some of the need to send out the document I also need to print, and then distributed to the relevant at the same time, in the company held a meeting, actively participate in the meeting records, organize the meeting room, do a good job of preparation and closing work. Over the past year, these tasks I have seriously to complete, there has not been any omission. The company's temporary arrangements for some things, or activities when the preparatory work I am also active to complete the activities to do a good job, some temporary work to do.

Three, shortcomings

This year, the work is relatively smooth, a lot of colleagues need to cooperate with the work, colleagues are also actively cooperate, to my work is to bring a great convenience. Of course, in the work I also found that some things, I really do not have too much experience, these are also need me to learn more, in order to do a good job, there are also some shortcomings in the work, the results are not particularly satisfactory, there will be some not quite enough places.

In the future a work, I want to do my job under the premise of learning more, they will not, or less familiar with the work are skilled, only then, my work can do better, do more smoothly.

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