Part I

1. Strengthen staff's business training and improve staff's comprehensive quality

Every member of the front office is the image window of the hotel. Not only should the overall image stand the test, but business knowledge and service skills also reflect the management level of a hotel. If you want to keep business knowledge and service skills on the same basis, you must do a good job in training. If the training work

fails to keep up, It is easy to lead to employees' lack of enthusiasm for work and lax business level. Therefore, the labor plan conducts necessary weekly training according to the progress and application of employees' business acceptance, and the training methods are mainly biased towards teaching and on-site simulation. At the same time, submit the training summary of last month and the training plan of this month to the General Office and the Human Resources Department before the 5th of each month for supervision.

Second, strengthen the sales awareness and skills of employees, and improve the occupancy rate

After 19 years of ups and downs, the hotel's hardware facilities have become obsolete and aging with the passage of time. Facing the hotel industry market in Jiangmen, the competition is fierce, which can be said to be a long way to go. Due to the obsolescence and aging of the hotel's hardware facilities, engineering problems often affect the normal service to the guests. For high-grade guests, a part will be lost with the appearance of newly renovated and luxurious hotels. As a member of the hotel, I know that the guest room is one of the important departments of the hotel's economic income generation and also a profit department, so every member of the hotel has the responsibility and obligation to do a good job in sales. In order to do a good job in sales, we plan to train the front desk receptionist in ways and methods of selling houses and practical skills, and at the same time instill the instructions of the hotel leaders, emphasizing the purpose that employees should try their best to keep the guests as long as they are at the reception desk, so as to strive for the occupancy rate of the hotel as much as possible and improve the economic benefits of the hotel.

Third, strengthen the management of all kinds of reports and customs declaration data

This year is the Olympic year, and people from all over the world will come to China in China because of the Olympic Games. Facing the sudden "attack" from people from all over the world, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, our duties will strictly require the reception desk at the front desk to do the registration and uploading, and the front desk will check in every guest according to the regulations of the Public Security Bureau, and input the information into the computer. At the same time, a special person will be appointed to take charge of guest information and related data reports.

IV. Respond to the slogan of "saving energy and reducing consumption" advocated by hotel leaders

Saving energy and reducing consumption is a slogan that many hotels have been calling for, and this department will also respond to the call of hotel leaders, strictly requiring every employee to make good use of every piece of paper and pen, trade in the old for the new, and collect and cut the waste paper into books for emergency use in front-line posts. At the same time, the lighting in the lobby, the on-off control of air conditioning, the power consumption in the office and the computer power consumption in the front desk department are reasonably adjusted and planned.

5. Keep the habit of communicating with employees, so as to get closer to each other's understanding and facilitate the development and implementation of work.

Plan to talk to employees in various positions of the department every month, mainly focusing on work and life, so that employees can find someone to talk to in their own departments, and according to the reasonable requirements put forward by employees, they will take the problems existing in their hearts as their own problems and do their best to solve them. If it can't be solved, it will be reported to the hotel leader. Let employees truly feel that they are respected and valued in the department and in the hotel.

VI. Do a good job in quality inspection within the department

It is planned to conduct quality inspection for the employees of the department once a month, mainly to check the gfd, manners, post operation skills and adaptability of employees in each position. The quality inspector consists of the assistant manager in the lobby of the department, the foreman of the division and the manager. If there are problems in the quality inspection, it will be rectified within a certain time, and if the rectification is not completed within the specified time, the individual will be fined.

Chapter II

21xx is a year for the hotel to further improve its economic benefits, generate income and create profits. The Front Office will conscientiously implement the overall requirements of the hotel's annual work, and formulate the main points of this year's work according to the working characteristics of our department:

1. Guiding ideology:

Actively carry out practical, practical and effective work, and adhere to the concept of "based on enterprises and serving enterprises". Open source and reduce expenditure, strive to increase operating income, do a good job in internal management, comprehensively improve work efficiency, gradually improve the management level and service quality of departments, build a United, harmonious and healthy working environment, and realize standardized, institutionalized and normalized management of departments.

2. Internal management:

1. Formulate and implement the Detailed Rules and Implementation Measures for Daily Inspection of Front Office, and achieve comprehensive and standardized operation of each post through clear quality standards and strict inspection system.

2. Strengthen the pre-control, on-site control and post-control of the quality of workplace work, focus on detailed services, pay attention to guests' needs, attach importance to guests' feelings, and ensure to provide "active, enthusiastic, accurate and rapid" services to guests.

3. Plan employees' career, and gradually try out job rotation for employees in the front desk, business center and switchboard area, so as to enrich employees' work experience, increase employees' work skills, and improve employees' interest in work, and build a multi-functional talent in the enterprise.

4. Improve all kinds of form records, data analysis, operating procedures, etc., so that there are accounts to check, evidence to follow and rules to follow.

5. Continue to collect and sort out customer files, provide intimate, personalized and customized services for guests, increase materials and provide guarantee.

6. In terms of energy saving and consumption reduction. Strengthen the maintenance of facilities and equipment, and extend the service life; The front desk saves the use of orders, registration forms, room cards, key bags, etc. If there is a mistake, use correction fluid before using it to reduce the waste caused by personal reasons; After 1: 11 pm, the switchboard will turn off one switchboard to save energy; Business center can use waste paper instead of new paper, and can use quick printing paper instead of copy paper.

7. Pay attention to safety awareness, and carry out various safety rules and regulations of the hotel and relevant regulations of the public security department.

III. External sales

The sales task of door-to-door customers in 1 and 21xx years shall be studied and formulated separately according to the actual completion in 21xx years and the internal and external market environment of the hotel.

2. Take the new area on the 17-19 floor as a selling point to increase the hotel individual occupancy rate, and make full use of the hotel sales policy to increase the intensity of selling houses, so as to exercise the right without exceeding the authority, reach the designated position without being offside.

3. Strengthen the outreach work to railway passenger transport offices, long-distance bus stations, taxi companies and other units, and strive to achieve the sales effect of * * * cooperation and mutual benefit.

4. When serving the door-to-door guests, train the front desk staff to pay attention to the guests' words and deeds, identify the guests' identity and the nature of the hotel, select the correct sales target, and flexibly use the sales language skills such as the approach method, the choice method, the turning point method and the borrowing method to achieve the sales purpose.

5. Regularly hold the experience exchange and analysis meeting of customers in the front desk area to study the customer's consumer psychological orientation and sales skills. At the same time, establish a sound assessment mechanism, rank according to the performance every month, and analyze the reasons in order to improve.

6. Organize relevant personnel of the department to collect information about tourism, hotels and their corresponding industries, grasp the trends of their management and reception services, and provide comprehensive, true and timely information for hotels, so as to formulate marketing strategies and flexible promotion plans.

Fourth, employee training

1. Establish the idea that "training is to give employees welfare", clarify the training objectives, formulate strict training systems and plans, and establish employee training files.

2. According to the actual situation of each district and the weak links in the work, all kinds of service skills training are carried out in a targeted manner, so that employees can master new technologies and methods in time, improve their technical level and work efficiency, and meet the requirements of hotel work.

3. Pay attention to the training of ideological education such as professional ethics and safety precautions, establish the attitude of employees as masters, stimulate their enthusiasm for work, improve their overall quality, and enhance their sense of mission, responsibility and enterprise cohesion. Model work plan of hotel front desk

4. Always adhere to the long-term goal of our store, pay attention to the training of advanced and reserved talents, prepare more and richer intellectual resources for the development of the hotel, promote the development of the hotel and improve the competitiveness of the hotel.

5. Use training methods such as lecture, audio-visual, discussion, operation demonstration and case analysis to increase employees' interest in the training content, improve employees' understanding of the training content, facilitate employees' memory of the training content, and promote employees' internalization of the training content.

V. Saving energy, reducing consumption and creating benefits

1. Strengthening the management of water, electricity and gas in dormitories

We should strengthen publicity and education, deepen the concept of "advocating saving, opposing waste, opening up sources and reducing expenditure" in the hearts of employees, enhance their awareness of saving, and at the same time strengthen this management. We will open up and strengthen supervision and inspection in the use of water, electricity and air conditioning according to the actual situation, and put an end to "ever-burning lamps". Turn on the air conditioner for a long time "and strengthen the management of employees' bathhouses. It is forbidden for outsiders to take a bath in the bathhouses and employees to wash clothes in the bathhouses.

2. Strengthen the management of hotel office supplies, clothing and labor insurance supplies.

We will refer to the previous relevant standards and reorganize and formulate office supplies for various departments according to the actual situation. The collection period and quantity standard of clothing and labor insurance articles are improved, and the collection procedures are completed. The accounts are required to be distributed according to the regulations, so that the actual accounts can be paid and the warehouse items can be properly kept to prevent deterioration and damage.

3. Strengthen the management of vehicle boarding cards and telephones.

Establish a vehicle use system, implement a car dispatch system, prohibit unauthorized use of vehicles and vehicles to stay out and strengthen vehicle fuel consumption. Maintenance management and vehicle maintenance ensure the safety of hotel leaders' vehicles and vehicles. Strict management and registration system should also be implemented for boarding cards and long-distance calls to prevent private use

VI. Internal and external coordination to promote efficiency

The general office of the hotel is responsible for the external reception window. The hotel contacts and connects with various functional departments and units in society. Coordinate important departments and offices. This year, we will make use of the existing diplomatic resources to continue to strengthen contact with relevant departments to create a good external development environment for the hotel's operation and development.

At the same time, according to the functions of the departments, we will pay attention to connecting and coordinating the work of all departments and offices in the hotel, coordinate and solve some delayed matters due to improper connection in time, supervise the implementation of various measures and decisions of the hotel, and compile the minutes of monthly work meetings to make the work of all departments of the hotel scheduled every month and take action every day.

Seven, publicity, promotion of bright brand

1, to improve the writing level and quality of documents and materials, timely complete the work of drafting, printing and sending all kinds of documents and materials in the hotel, strengthen file management, establish a file management system, and properly keep relevant materials and documents on file, so as not to be damaged or lost

2, Timely publicize and report the typical deeds of the hotel, increase the publicity of the hotel, vigorously publicize the advanced models emerging in the construction of three civilizations, and vigorously promote the hotel to establish a good external image of the hotel and improve its popularity

In short, all the staff of the General Office will work hard for the development and take-off of the hotel with a new starting point, a new image and a new work style under the correct leadership of the hotel!