20xx to 20xx has been in Beijing xxxx Co., Ltd. to do the front office general manager position. I think the hotel's front office supervisor's work is mainly divided into the following points:

(1) assist the manager to do a good job of the overall operation of the front office, and make reasonable arrangements for the personnel, arrange for the accommodation of the store staff;

(2) every day can be on time to do the 3 regular meetings, and in the regular meeting to put forward a day's work is not enough, and take timely and appropriate countermeasures, and at the same time, to summarize the day's work , make a good record; (3) to develop the store's work schedule. Let the front office staff in accordance with the day's work schedule, and mark the important things in the work table. The development of the store worksheet is in order to be better acquainted with the day's work tasks, which can also reflect the transparency of the work and work progress;

(4) grasp the daily flow of customers and turnover, and weekly flow of customers and monthly flow of customers to carry out statistics, the development of the corresponding marketing program, and at the same time according to the week-week and month-month turnover comparison, to find out the shortcomings of which to make a summary and the corresponding response Measures;

(5) do a good job of the department's fire safety "three one" work, to do a daily inspection, weekly training, monthly drills, and make the appropriate records;

(6) Supervise the welcome service. Implement the service procedures to meet the reasonable requirements of the guests;

(7) Participate in the reception of the front office, and record the problems found in the work, while making the appropriate improvement program;

(8) Develop training programs. Correctly carry out a series of training for the staff to further strengthen the problems found in the work, to avoid future work. Assist staff to establish the correct values and hotel ethics;

(9) Close cooperation with the front desk cashier, to record the daily turnover. Mastery of the day's spare cash to receive, reasonable arrangement of change, to ensure that the cashier's normal checkout;

(10) on the handling of guest complaints. Guest complaints are mainly divided into: "face-to-face complaints" "telephone complaints" "written complaints" three kinds of hotels mainly face-to-face complaints more. Regardless of which complaint, we must stand in the position of the guests, first of all, we must emotionally gain goodwill and trust, for the guests to put forward the request, if it can be resolved face-to-face, it will be resolved immediately. If it can not be solved, the first time to notify the higher leadership, and make the appropriate solution with the leadership, in the first time to the guests to solve. If there is a designated person to complain, the first thing to do is to understand the situation with the person concerned, if the problem can be solved in their own authority, they will solve the problem themselves, if it exceeds their ability to work, they should immediately consult with their superiors to report the situation, truthfully report the situation, discuss the solution with the leadership, and put forward their own ideas, and give the guests to solve the problem within the first time, and inform the guests of the designated complaints about the staff's views on the handling of the problem, and then Apologize to the guest, do not let the guest take away the dissatisfaction away. Such a guest complaint must stand in the company's interests and the interests of the guests win-win state to deal with.

Program 2: hotel front office manager work plan

New Year's new weather, as the hotel department manager, but also for this year's work arrangements designed accordingly manager's work plan:

One, to strengthen the learning of dedication

The work to do a good job, first of all, we need to have a good attitude towards the work, and set up a correct outlook on life, values. Therefore, this year, the Department will take advantage of the nation to carry out to maintain **** the advanced education activities of the party members of the spring breeze, planned, targeted to improve the quality of the staff's professional ethics of learning and education activities to help the department to cultivate the spirit of love, dedication and devotion to the spirit of setting up a wholehearted concept of service. At the same time, the department will also organize staff to actively participate in the hotel's training, and according to the hotel's annual theme of the staff training program, the department itself will regularly organize staff to carry out the hotel rules and regulations and business knowledge training. Through training, learning, to continuously improve the department staff's business skills and level, improve efficiency.

Two, strict discipline tree image

Discipline is a group range of normal work and life must comply with the rules of conduct, is to improve the department's combat effectiveness. Ancient saying: "no rules are not round". Therefore, the general office to do a good job in 20xx the overall work, must be a strict organizational discipline as a guarantee. Organizational discipline should always pay attention to unremittingly, the department head should take the lead, from their own tube, completely eliminate the occurrence of disciplinary violations. Department staff's speech and demeanor, dress to standardize, and strive to make the General Office of the hotel a civilized window.

Three, innovative management for effectiveness

1, beautify the hotel environment, create a "warm home".

Strict health management is to ensure that the hotel environment is clean, to provide guests with a comfortable environment and effective measures. This year, we will increase health management efforts, in addition to continue to adhere to Thursday's health inspection, we will also carry out unscheduled inspections, and in strict accordance with the standards, never go through the motions, never a formality, will be informed of the results of the inspection, and the development of the system of rewards and penalties, the implementation of rewards and penalties, in order to enhance the sense of responsibility of the various departments to mobilize the enthusiasm of the staff, so that the hotel hygiene work to leap to a new level. In addition, we must thoroughly carry out the work of preventing flies and exterminating rats and roaches. At present, it is the peak breeding season of rats and roaches, so we must increase our efforts to effectively eliminate flies, cockroaches, rats and other insect pests.

2, innovative dormitory management, to create staff "comfortable home"

Dormitory management has always been a weak link, this year we will increase the management efforts, for the resident staff to create a real "comfortable home". To this end, one is to have a clean dormitory environment, we ask the dormitory administrator to do a good job of public **** area health, and in each dormitory to set up a dormitory director, responsible for arranging and supervising the dormitory personnel to clean up, the requirements of the indoor cleanliness, the items placed neatly, and the dormitory health status of the inspection and notification.

Secondly, we should strengthen the safety management of the dormitory, never forgetting the fire prevention and burglary, forbidding outsiders to enter and leave the dormitory at will, and practicing the inquiry and registration system of outsiders, so as to ensure the personal and property safety of the lodging staff.

Thirdly, we should change the management type to service type. The administrator should be transformed into a lodging employee's waiter. Most of the staff are from all directions, the first out of the home of young people, most of them are young, social experience, therefore, in many ways need our care and attention, so the dormitory administrator to pay more attention to their thoughts and emotions, care about their lives, especially for sick employees, to give them affectionate care, so that they feel the warmth of the family.

Four, energy saving and efficiency

1, to strengthen the dormitory water, electricity, gas management

To strengthen publicity, education, "advocate saving, oppose waste, open source and reduce expenditure" concept deep into the hearts of employees to enhance the awareness of staff savings. At the same time to strengthen the management of this area. In the use of water, electricity and air conditioning, we will limit the opening of time according to the actual situation, and strengthen the supervision and inspection, to put an end to the phenomenon of "long running water, long light, long open air conditioning", and to strengthen the management of the staff bath, and prohibit outsiders from entering the bathhouse bath as well as the staff to wash their clothes in the bathhouse and other phenomena occur.

2, strengthen the hotel office supplies, clothing and labor supplies management

We will refer to the relevant standards and regulations in the past, and according to the actual situation, reorganization, the development of the departments of office supplies, clothing and labor supplies, the number of years of use and the number of standards, and to improve the procedures for the use of a good account. Requirements in accordance with the provisions of the issuance, so that the account is consistent with the actual situation, the day clear and month, and the warehouse items are properly stored to prevent deterioration and damage.

3, strengthen the vehicle ride card and telephone management

Establishment of the vehicle use system, the implementation of the car system, prohibit the use of private vehicles and vehicles outside the boarding, and to strengthen the vehicle's fuel consumption, maintenance management, as well as vehicle care, to ensure that the hotel leadership of the car and car safety. The ride card and make long-distance calls should also implement strict management and registration system to prevent private use.

5, publicity, promotion of bright brand

1, to improve the writing level and quality of documents and materials, timely completion of the hotel's various documents, materials, drafting, printing and sending work, to strengthen file management, the establishment of the file management system, the archives of the relevant materials, documents should be properly stored, shall not be damaged, lost.

2, timely publicity and reporting of the hotel's typical deeds, increase the publicity of the hotel, vigorously publicize the hotel in the three civilizations emerged in the construction of advanced models, and strongly recommend the hotel, establish a good external image of the hotel, improve the hotel's visibility.

In short, in the new year, the General Office of the staff will be a new starting point, a new image, a new style of work, under the correct leadership of the hotel, and the departments work closely with the unity of mind, for the development of the hotel and take off and work hard!

Plan 3: hotel front office manager work plan

As a result of the special nature of the JiuXin Mountain Resort, both bear the political reception, but also bear the reception of the competent higher units, but also face the opening of the social tourists, looking forward to 20xx year, with the completion of the transformation of the first building, the JiuXin Mountain Resort has been the whole of the high-profile hotels on par, in order to have a front office with the matching service team, the general office of the work to be Do the following adjustments:

1; taking into account the nature of the hotel, the scale and volume of business, in order to ensure the effectiveness of the front desk work as well as the convenience of customers, the correct establishment of the front office department organization and staffing.

2; the nature of the hotel service work, each specific job has its own specific special skills requirements, standardized job details and service procedures, in addition to an objective measure of staff qualified or not, but also to guide the staff to work whether to meet the minimum requirements of the provisions of the basis.

3 training focus in addition to standardize the service procedures, but also to focus on the cultivation of love and dedication; unity and dedication to the spirit of etiquette and gestures that can show a person's good overall quality of these aspects to.

One, strict self-discipline, correct deficiencies

As more than half a year's review of the work, I hope that in the future work, from the following four aspects to correct their deficiencies, in order to better and more smoothly carry out their work.

One in the work to be good at understanding others, tolerance of others, to maintain the enterprising spirit, pay attention to the development of their own ability in various aspects of the quality, and strive to become a competent person in their own work.

The second work to have a high degree of responsibility, the establishment of more fluent communication channels.

Three to often stand in the position of others to observe themselves, realistic treatment of themselves, the sense to find their own weaknesses and recognize the shortcomings of the work.

Four to strengthen internal management, mobilize the enthusiasm of the staff, through everyone *** with the efforts of our public **** area has become more warm and clean.

Two, improve the quality of managers

The hotel is a youthful workplace, the hotel service should be full of pleasure and vigor, in the work can maintain a happy heart, so that the state of the service to have a qualitative leap, on the basis of which both unity and collaboration, the work can be carried out smoothly; but also orderly competition, the quality of service in order to improve for this;

1 Managers should have a big-picture view (the vision can not only focus on their own departments, things do not matter to their own high thinking impedes the progress of management).

2 managers should have the courage to take responsibility (encounter problems first as far as possible to solve the problem, rather than first pass the buck, and then come back afterwards to summarize the gains and losses)

3 managers should try to do fair; just and open (employees are the basis for enterprise development, the success of the enterprise is first of all the success of the staff, the staff to be treated correctly play the greater energy)

4 managers to mobilize the staff to actively participate in the development of the company's business. >4 managers should have the ability to mobilize the enthusiasm of the staff (this is particularly important, most of the work of the hotel is boring and cumbersome, coupled with some other reasons such as life, employees will inevitably have a low mood, if allowed to dissatisfaction and even pessimism in the atmosphere of repression, even if the work can be accomplished, it is also to provide unqualified products) As the saying goes, the details determine success or failure, the hotel management, no matter how big, and do a good job! Small things, in order to achieve great things, the quality of service depends on the degree of detail work, only the details of the work to the guests can feel the existence of the service, which has been fully experienced in the management system of the decision-making level of the lodge.