Saying goodbye to the old and welcoming the new, the work will also enter a new stage to improve the shortcomings in the previous work. In the new year, we must provide better service. So how to improve the quality of service is also a problem that I often think about. Reception at the front desk is a face-saving job of the hotel, which can directly reflect the cultural quality of the hotel. Therefore, I made a work plan for the front desk of 20xx hotel:
(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;
(3) Make in-store worksheets. 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 the in-store worksheet is to better understand the 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 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;
A training plan is being made. Carry out a series of training for employees correctly, 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. Guest complaints are mainly divided into "face-to-face complaints", "telephone complaints" and "written complaints", and 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, it is necessary to inform the superior leader, make corresponding solutions with the leader, and then solve them for the guests. 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, and put forward your own ideas to solve the problem for the guests, 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.
In short, in the new year, I hope to help the hotel development to a new level with my meager strength and active work.