management system of the front office of a hotel

management system of the front office

This system is specially formulated to coordinate the smooth progress of the front office work and standardize the work behavior of employees.

1. Honesty is the ethical code that employees must abide by, and treating work with honesty is the code of conduct that every colleague must abide by.

2. Unity, cooperation, mutual respect and mutual understanding among colleagues are the basis for doing all the work well.

3. It is the duty of every colleague to focus on the work and complete the tasks on time, with good quality and quantity.

the above three rules are the code of conduct that every service personnel must follow.

1. Attendance system

1. Sign in and out of work on time, so as not to be late or leave early.

2. Leave must be notified to the department one day in advance, explaining the reasons, and can only be taken after approval by the department.

3. Sick leave must be certified by the infirmary or hospital, and leave can only be taken after approval.

4. It is forbidden to change shifts without permission, and the shift change must be signed and approved by the applicant, shift change person, foreman and manager.

5. It is forbidden to sign in or ask for leave on behalf of others.

2. gfd

1. You must go to work in dressing the according to the hotel regulations, wear the work number plate, and the work clothes must be clean and tidy.

2. The hotel requires to maintain a personal gfd, and the posture of standing, standing and walking should be correct and appropriate.

3. It is forbidden to wear or carry work clothes out of the hotel without permission.

Third, labor discipline

1. It is forbidden to bring personal belongings to the work area. (e.g. bags, coats)

2. It is forbidden to take hotel articles out of the store.

3. it is strictly forbidden to use foul language and spread false or defamatory remarks within the hotel, which will affect the reputation of the hotel, guests or other employees.

4. You are not allowed to leave your post without reason during working hours, and you are not allowed to stay at your post after work.

5. It is forbidden to make personal phone calls and do things unrelated to work during office hours.

6. change meals strictly according to the specified time, and do not eat during the duty period except during the meal time.

7. It is strictly forbidden to gather together to chat, receive visitors and show people around the hotel without authorization during working hours.

8. It is forbidden to watch (listen to) TV, radio, tape recorders and any books, newspapers and magazines during office hours.

9. It is forbidden to use passenger elevators and other guest equipment.

11. It is strictly forbidden to talk loudly, play, chase and play in public places.

4. Work:

1. It is forbidden to open a room without permission.

2. Except the bellboy, other personnel are not allowed to go to the guest room, dining and recreation area without authorization.

3. Be careful during the shift, and no mistakes are allowed in various business forms.

4. Do not argue with the guests, and report the problems to the department manager and the foreman in time for handling.

5. Obey the work arrangement of the leader and complete all the work with good quality and quantity.

6. Insist on standing, smiling, honorific and civilized service in service reception work, so that

guests feel cordial and safe.

7. Take an active part in the regular meeting of the team and all kinds of training work, and strive to improve their own quality and professional level.

8. Serve in strict accordance with various service regulations and standards.

9. Carefully record all work and fill in all work forms.

11. Take care of and maintain all equipment and facilities consciously.

11. We should pay attention to mutual cooperation, understanding and communication in our work, and it is strictly forbidden to select the committee

.

12. Fighting, quarreling and other disciplinary actions are strictly prohibited.

13. Complaints and other work problems caused by human factors are strictly prohibited.

14. Have a good working attitude at work.

reward and punishment management system of the front office

In order to strengthen and standardize the front office management, effectively raise the front office service to a new level, and fully embody the principle of clear rewards and punishments, the system is formulated as follows:

1. Regulation part

Punishment part:

1. Arrive at the post ten minutes in advance, requiring gfd to meet the hotel regulations, and the female employees should be elegant, the work clothes should be clean and the shoes should be bright.

2. Don't be late or leave early. 5 yuan will be fined every time he is late or leaves early (within 5 minutes) (1.1 point will be deducted), and a fine of 11 yuan will be imposed if he exceeds 5 minutes;

3. You are not allowed to leave the post empty or join the post without reason, and you will be fined 5 yuan for each violation (1.1 point will be deducted);

4. The hygiene work must be cleared in one shift. The supervisor will check the hygiene once before the shift and once again during the shift change. If both inspections fail, the personnel on duty will be fined 5 yuan (1.1 points deducted).

5. Don't bring emotions to work, don't be listless in class, and provide smiling service for guests. Don't eat or read newspapers in the lounge, and 5 yuan will be fined for every violation (1.1 point will be deducted);

6. Strictly and accurately change the shift. If the shift is unclear, the person on duty will be fined 5 yuan (1.1 point will be deducted). If there is a major complaint from the guest, the party concerned will be fined 51 yuan (disqualified from participating in the "Service Star" evaluation).

7. You are not allowed to transfer classes without permission. If it is really necessary, you must apply in advance, and each person must transfer classes no more than three times a month. If you change classes without permission, you will be fined 5 yuan (1.1 point will be deducted);

8. The front desk staff shall go through the reservation and check-in procedures for the guests in strict accordance with the work flow, and be familiar with the agreed price and the effective signing of the debit unit. Every time a cash withdrawal slip appears, it will be fined RMB 11 (1.2 points will be deducted).

9. When receiving the meeting notice from the marketing office, it must be accurate. If the room is overbooked due to unclear personal orders, 21 yuan will be fined for each violation (1.5 points will be deducted).

11. Do a good job in upgrading the telephones of the guest rooms and related offices. If the guest rooms are upgraded in time for two consecutive times between classes, 5 yuan will be fined for each violation (1.1 point will be deducted).

11. The staff of the business center shall provide services to the guests in strict accordance with the workflow, and prevent irrelevant personnel from staying in the business center. 5 yuan will be fined for every violation (1.1 point will be deducted).

12. If each post in the front office is notified by the hotel, the manager on duty or the department, and the responsibility is traced to the person, once verified, 31 yuan will be fined (1 points will be deducted).

13. The registration form for foreign management should meet the requirements of the Public Security Bureau, and be sent to the Foreign Management Department of the Public Security Bureau by the early shift on duty according to regulations. In case of withdrawal of the form or offer, a fine of RMB 11 will be imposed for each violation (1.2 points will be deducted).

14. Complete the task indicators issued by the department in strict accordance with the specified time. For each day of delay, a fine of RMB 11 will be imposed (1.2 points will be deducted).

reward part:

1. Those who take the initiative to serve the guests and get verbal praise from the guests will be rewarded with 11 yuan (plus 1.2 points) each time, and those who receive written praise from the guests will be rewarded with 51 yuan (plus 2 points) each time;

2. If there is a meeting, a team or an important reception, those who work overtime can be compensated by leaving work early in the next shift.

3. Those who are praised by the hotel will be rewarded with 51 yuan (plus 2 points) each time;

II. Execution mode

1. In case of violation of the regulations, cash penalty and penalty deduction will be carried out at the same time, and the department will draw a penalty slip and ask the supervisor and the parties to sign the record of penalty and penalty deduction for confirmation.

2. When being praised and rewarded, the cash reward and bonus points will be carried out at the same time, and the supervisor and the parties will sign the record of the reward and bonus points for confirmation.

3. The fine (bonus) shall be paid in cash.

III. Supplementary contents

1. This regulation needs to be constantly improved, and it needs to be added or deleted according to the actual situation in daily work, and everyone needs to make more suggestions.

2. In daily work, supervise each other, constantly improve the service level and raise the work to a new level.

3. this regulation is the assessment basis for evaluating the daily behavior norms of "service star".

the above is for reference only!