Part I

First, cultivate employees' observation ability, provide personalized service and create a service brand

With the development of the industry, the management concept and service concept of the hotel industry are constantly updated. It is not enough to satisfy customers, but also to make them unforgettable. This requires providing personalized services on the basis of standardized services. Hotel service pays attention to "thinking what guests think and being anxious about what guests are anxious about". Service personnel should pay attention to observation, guess the psychology of the guests, and provide services as quickly as possible when the guests have not said their requirements, and just send a pillow as soon as they want to sleep, as we often say. Imagine if customers will never forget such service. The department will focus on training employees how to provide personalized services according to the living habits of guests. In daily work, through encouraging training, collecting and sorting, system standardization and training rewards, this will become the conscious action of employees and promote the improvement of service quality as a whole.

1. Encourage training: the department will list the waiters who have excellent performance in their work and are praised by the guests as the backbone for training, so as to make their service awareness and quality by going up one flight of stairs, base themselves on their posts and strive for first-class service.

2. collection and arrangement: department managers strengthen on-site management in their daily work, find typical cases of personalized service from front-line services, collect and arrange them, and summarize them into files.

3. system standardization: the typical cases sorted out will be popularized and constantly supplemented and improved in practice, so as to form systematic and standardized data, which will be used as a standard to measure service quality and make the transition from fuzzy management to quantitative management.

4. Training reward: The sorted materials can be used as training materials, so that new employees can understand the work requirements and learning objectives from the beginning, and the old employees can find the gaps to make up for the deficiencies through comparison, so as to improve the understanding of employees. For employees who have outstanding performance in their work, the department will commend and reward them in various forms, so that employees can form a good atmosphere of striving for advancement and making contributions.

the core of business is to create products, and the core of hotels is to create services.

In daily service, employees are required to provide "five-hearted" service according to the service standards of simplicity, convenience, quickness and good service.

Jane: Work procedures should be simplified as much as possible, work instructions should be as simple and clear as possible, and feedback should be concise and to the point.

convenience: let guests feel convenient everywhere from entering the store to leaving it.

fast: the needs of guests should be met as quickly as possible.

Jie: the waiter should be quick-witted, understand and respond to the guests' manners quickly, and then provide services.

Good: the guests should feel "value for money" after receiving services. Things are hotel products, that is, services.

Five-hearted service:

Careful service for key guests, wholehearted service for ordinary guests, considerate service for special guests, patient service for picky guests and enthusiastic service for guests in difficulty.

2. Renovation of peripheral greening environment and replacement of indoor green plants

Since the hotel terminated the contract with Xingyuan Greening Company at the end of October, 211x, the peripheral greening has been managed by PA employees themselves. Due to the lack of technology and experience, some green plants are not well maintained, and there is a lack of rain in Hainan this year, which has caused the phenomenon of dying. Next year, dead plants will be replaced, some flowering plants will be planted as much as possible, and some southern fruit trees will be replanted appropriately in the peripheral area to add some joy to the hotel.

At present, the hotel has the problems of single indoor plant species and low grade. Next year, we will contact a suitable greening company and reach an agreement to completely solve this problem.

VI. Replacement of guest supplies on the business floor

At present, after the rooms on the business floor are renovated, they feel high-grade, but the guest supplies in the rooms have not been replaced, and the grades are average and very uncoordinated. It is planned to replace the guest articles on the business floor, such as changing the teabag into bulk tea and changing the packing box of toilet articles into environmental protection bags, so as to improve the room grade.

Third, reduce service links and improve service efficiency

Service efficiency is an important part of service, and many complaints are caused by inefficient service. Any requests and services put forward by guests are hoped to be solved as soon as possible, rather than being pushed around, so it is imperative to implement "one-stop" service. After the guests check into the hotel, they are not clear about all kinds of service telephone numbers. Although we have made a small telephone description on the phone, most of the guests will not read it carefully. When they need service, they will pick up the phone and dial a telephone number casually, and the phone will always be turned around, which is very inconvenient for the guests and greatly reduces their satisfaction with our service. Our department will improve service efficiency by reducing service links.

(1) Set up a guest service center

At present, the switchboard and the service center are both two posts that serve guests by telephone. Many guests need service by calling the switchboard or other extensions, and the switchboard or other extensions will be transferred to the service center after receiving the service. This will easily cause service delay or loss of service information, because other posts simply don't understand the needs of guests. If they are busy at hand, they will delay or forget to convey the service instructions, which will bring great service to us. Only the person who answers the phone can understand the anxiety of the guests, know the real needs of the guests, know which service is most urgent to do, and inform the service reasonably. In order to reduce the number of service links for the convenience of guests, the switchboard and the service center are merged to form a guest service center. All hotel services and inquiries can be solved by simply dialing "1".

1. The function of the guest service center

The guest service center is also the information center of the hotel, which collects all the information of the hotel and external information related to the hotel, sorts and transmits it; Receive service information in a unified way, and accurately transmit service instructions to ensure that services can be provided in time.

2. Job description of the guest service center

① Answer the phone and provide services. After the merger of the switchboard and the service center, all the outside calls and services of the hotel are transferred by the guest service center, which can provide services for guests in special circumstances, which not only improves the service efficiency, ensures the accuracy of the service, but also reduces the workload of floor attendants.

② accept telephone reservation and inquiry. At present, there are three telephone extensions at the reception desk. According to statistics, from September to October, the reception desk can only receive more than 21 calls from outside every day, and the daily traffic from internal calls can reach more than 71 calls. Such high traffic makes it impossible for the receptionist of Zhongke Software Park to fully receive guests. When guests arrive at the hotel from the outside to check in, they all hope that

the sooner the better, but when the receptionist receives the guests, she is often interrupted by the phone several times, which makes our service impossible to guarantee. If the guest service center computer is connected to the front desk, all telephone reservations and telephone inquiries can be operated by the guest service center, which not only facilitates the guests, but also gives the receptionist more time to serve them.

③ change the room status in time to ensure the room is rented. The floor foreman can call the guest service center to change the room status after checking the room, and the guest service center can change the room status immediately after receiving the notice to ensure that the room can be rented in time.

④ key management. All the keys of the guest room are kept, distributed and registered by the guest service center.

⑤ handling of lost property. The guest service center is responsible for the storage, custody and claim of the left-behind objects in the whole hotel, and handles them according to the regulations.

⑥ statistical analysis of telephone calls. The guest service center makes a statistical analysis of the calls received every month, analyzes our shortcomings, better understands the needs of guests and improves our service level.

Part II

Responsibilities of the restaurant foreman:

1. Under the leadership of the department manager/director, check the implementation of departmental rules and regulations and the completion of various tasks.

2. Arrange, lead, supervise and inspect employees to make all preparations before business, timely and truthfully report the situation of the department to the manager, and report the performance of each employee to the department manager/director.

3. Strengthen the awareness of site management and deal with emergencies in time. Master the guest's mentality and lead the staff to continuously improve the service quality.

4. Strengthen public relations awareness, make friends, establish a good image of this department, and have certain customers.

5. be familiar with the business, carry forward the spirit of hard-working and conscientious in the work, play an exemplary role, and assist the department manager/director to enhance the cohesion of the employees in this department.

6. check the work dress and personal appearance of the attendant on duty.

7. Do a good job of attendance and rest for each employee, strictly control the work, and do not be selfish.

8. Arrange the work of restaurant service personnel reasonably, and urge the waiters to do a good job in service and cleanliness.

9. always pay attention to the dynamics of dining staff and the service situation in the restaurant, and give instructions on the spot. In case of VIP guests or important meetings, carefully check whether the pre-meal preparation and table setting meet the standards, and take the stage to serve in person to ensure the high level of service.

11. strengthen communication with guests, understand their opinions on food, understand their emotions, properly handle their complaints and report them to the department manager/director in time.

11. Check the electric switch, air conditioner switch and sound condition of the restaurant, and do a good job of safety and power saving.

12. Check the facilities and check the tableware regularly, formulate the use and storage system, and report any problems to the department manager/director in time.

13. Be responsible for the cleaning and sanitation of the restaurant, maintain environmental sanitation, beautify the restaurant, and do a good job in cleaning and disinfecting tableware and utensils.

14. hold a meeting before and after work to implement the daily work plan.

15. Pay attention to the performance of waiters, correct their mistakes and deviations in service at any time, and keep records of their work achievements as the basis for selecting outstanding employees every quarter.

16. Actively complete other tasks assigned by the superior manager. Complete the work objectives systematically and efficiently, and get better guarantee in terms of time, personnel, materials, equipment, funds (cost), etc. 2. Steps to make a work plan: 1. Determine the work objectives-project, content and time limit. 2. Divide the work objectives into several aspects or steps.

this year, our department will try a new reward mechanism when assessing the quality of employees' work. On the basis of good basic assessment items such as work discipline, work attitude, obedience consciousness and service standard, we will set up "work efficiency award-which means accurate and rapid work, basically no complaints" and "health quality award-which means normal equipment and facilities, sanitation and cleanliness, beauty and correct equipment" and ". Replace the previous comprehensive scoring assessment method with these individual awards to stimulate employees' enthusiasm for work with appreciation.

Part III

In order to do a good job in restaurant service and increase turnover, the following plan outlines are formulated:

1. Under the leadership of department leaders, check the implementation of departmental rules and regulations and the completion of various tasks.

2. Arrange, lead, supervise and inspect employees to make all preparations before business, timely and truthfully report the situation of the department to the department leader, and report the work performance of each employee to the department leader.

class cadres are the right-hand man of the class teacher, the pillar of a class, and an important link to communicate the relationship between the class teacher and classmates. This shows the importance of class cadres in class management, so strengthening the construction of cadres is the key to building a good class and forming a good style of study.

3. Strengthen the awareness of site management and deal with emergencies in time. Master the guest's mentality and lead the staff to continuously improve the service quality.

4. Be familiar with the business, carry forward the spirit of hard-working and conscientious in the work, play an exemplary role, assist department leaders, and enhance the cohesion of employees in this department.

(1) Improve the organizational system of emergency management and the working mechanism of street emergency management. In accordance with the overall requirements of the district government emergency office, combined with their own reality, further strengthen emergency management and improve the working mechanism. Improve the understanding of emergency management and make emergency management work play a role in the community. The administrative heads and legal representatives of all units stationed in the district are in charge of emergency management, with special personnel in charge and clear responsibilities, thus forming an effective working mechanism and ensuring the orderly development of emergency management.

The management of self-study class is to develop students' habit of self-study, establish a system of mutual supervision by class committees, let students manage classes independently, and cultivate students' management and self-management ability.

5. Check the work clothes and personal manners of the waiters on duty.

cooperate with professional engineers to do a good job of concealment inspection in the construction process. Concealed works must be recorded before concealment. Only after passing the inspection can they be signed in the record, and the construction of the next working procedure can be carried out after signing. At the same time, the construction unit and supervision unit are required to record and collect the image data synchronously according to the relevant requirements of the administrative department, so as to prevent the phenomenon of supplementing the data.

6. Arrange the work of restaurant service personnel reasonably, and urge the waiters to do a good job in service and cleanliness.

7. Check the facilities and check the tableware regularly, formulate the use and storage system, and report the problems to the department leaders in time.

I will continue to learn, sum up experience and make rapid progress in my future work. I hope I can become a qualified, professional and recognized project sales supervisor at an early date. Finally, I would like to express my deep gratitude to the leaders for having this elegant look at their sales work plan in spite of their busy schedule, and wish the company leaders a smooth work and good health!

8. Be responsible for the cleaning and sanitation of the restaurant, maintain environmental sanitation, beautify the restaurant, and clean and disinfect tableware and utensils.

9. Hold pre-shift and post-shift meetings to implement the daily work plan.

11. Pay attention to the performance of waiters, correct their mistakes and deviations in service at any time, and keep records of their work achievements as the basis for selecting outstanding employees every quarter.

11, actively complete other tasks assigned by superior leaders.

according to the requirements of the administrative Committee, carry out emergency management of related emergencies, gradually establish various professional working institutions to improve emergency management, and strengthen the deployment of personnel to ensure that the institutions, personnel and work are in place. At the same time, by integrating resources, clarifying tasks and strengthening responsibilities, an emergency management system and an efficient operation mechanism of "classified management, graded responsibility, compartmentalization and territoriality-oriented" will be truly formed.

article 4

this year, thanks to the love of the leaders and everyone, I was elected as the new room foreman. As the assistant of the manager, I will carefully arrange the manager's arrangements to the letter, be strict with myself, do my job well, and