Work report of front office supervisor 1
In order to realize the better development and system in the front office of the hotel, as the front office supervisor, I summarized my work in the first half of 20____ as follows:
First, scientific decision-making, Qi Xin works together
1 The general manager team of the hotel made the annual work plan at the beginning of the year according to the requirements of the center, and put forward the general working ideas to guide all the work, namely, to strive to achieve the "three-innovation goal" and to accumulate "three-party advantages" in Qi Xin. The overall thinking determines scientific decision-making and guides the development of all work throughout the year. Coupled with the promotion of "three standards in one" certification and evaluation, as well as the practice of various performance activities, especially the encouragement of the Fourth Plenary Session of the Second Half of the _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Business income.
2. Excellent service. By introducing brand management, the hotel strengthens the training of "appearance, smile and greeting" in the Basic Code of Conduct for Employees, strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of the reception department and post, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an annual evaluation of the hotel's unannounced visits. Our store only deducted 2 points and got a high score for excellent service, ranking among the best hotels in the region. In addition, in the reception service of large-scale events, our sales, front office, guest room, property, restaurant and other departments or posts received letters of commendation from the event organizing Committee, all of which praised: "The warm and thoughtful service of hotel staff provided us with necessary logistics support in our daily life, enabling us to successfully complete this event."
3. Safety creates stability. By making security plans for large-scale events, the hotel has achieved "six defenses" such as daily fire prevention and theft prevention, and almost no accident occurred for half a year. Under the care and guidance of the general manager of the hotel, the store-level leaders hold a feedback meeting of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol diligently and strictly prevent and control. With the cooperation of relevant departments, group prevention and group control ensure that all activities are foolproof and the hotel is safe and stable. The security class of the hotel security department was also rated as an advanced class.
Second, keep pace with the times, promote development, and make the hotel stand out.
The hotel general manager team took the lead in setting an example, organizing and guiding party member cadres and all employees, and earnestly studying and understanding the spirit of the Fourth Plenary Session of the _ _ _ _ _. According to the actual situation of hotel operation, management and service, keep pace with the times, improve the quality and change the concept. Survival in the wave of market competition has made the second half of the whole hotel area highlight a gratifying change. Mainly manifested in the positive mental state of cadres and employees. The general meeting and small meeting of the hotel general manager repeatedly emphasized that cadres and employees should have a sense of urgency, be self-motivated and cultivate "spirit". Hotel management services are not high-tech and have no profound knowledge. The key is people's subjective initiative, people's mental state, loyalty and professionalism to hotels, and understanding and application of the true meaning of management and service. Store-level leaders also inspire and guide everyone to broaden their horizons, learn and forge ahead, and unite and cooperate by organizing various training exchanges for department managers, supervisors, foremen and employees. Realize your own value and feel the joy of life in the process of completing the hotel's business indicators, management objectives and reception tasks. Therefore, the phenomenon of mutual prevarication and scorn between department managers is less, and it is replaced by mutual information, mutual complement and mutual respect; If there are fewer people who ask for leave and are absent from the routine security check twice a month and the quality check once a week, they will take the initiative to attend and check carefully. In some large-scale activities, under the example of store-level leaders, department managers lead supervisors, foremen and their employees to work overtime and work hard. Although they are tired, they always keep up their spirits, adding luster to the hotel's window image.
Third, brand management, the hotel lobby focuses on eight major tasks.
In this year's certification process of "three standards in one" 6s management, the hotel held several special meetings, arranged training courses with different contents, and organized some inspection and pre-inspection. These have greatly promoted and guided the hotel management to be carried out in a more standardized way. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, and combined with the management objectives and work plans formulated at the beginning of the year, the hotel and various departments mainly grasped eight major tasks throughout the year.
1, with the goal of efficiency, do a good job in the adjustment of sales staff. The hotel sales department opened the front desk and other positions, and only the sales staff were famous in the first half of the year, which was more than twice that of hotels of the same size. The team of hotel general manager analyzes the reasons, and the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales manager and reduced the number of staff to five, which enhanced the sense of competition for posts and the sense of responsibility for active promotion.
2. Broaden channels. The original decomposition index of the sales department depends on people and lacks scientific basis. The business indicators issued by the hotel are difficult to complete on schedule. In view of the lack of market research, reasonable positioning and channel division in the first half of the year, the general manager team studied and approved the "sales plan" for the first half of the year after adjusting the department managers. Among them, on the basis of the original three natural sales channels, namely agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and set up special personnel in charge of the channels, and broke down the indicators according to the proportion of each channel's tourists to the hotel's total tourists. In this way, first, the division of channels is scientific; second, the index of decomposition is reasonable; third, it can inspire everyone's sense of responsibility and initiative in promotion; fourth, it can gradually reduce staff and increase efficiency again; and fifth, it can obviously promote the promotion of sales performance.
3, the room is rewarded. According to the hotel's marketing strategy of positioning itself as a business-oriented characteristic hotel, focusing on receiving business guests and individual guests from the agreement company, supplemented by online reservation and exhibition team, and referring to some successful experiences of peer hotels, the general manager team has formulated a certain percentage of commission reward for the front desk receptionist of the sales department after selling the house at a price higher than that of the agreement company. This room reward policy has greatly mobilized the receptionist's promotion enthusiasm and service attitude.
Second, take reform as the driving force, and do a good job in linking the performance of catering work.
1, Although the restaurant is a department post of the hotel, it is the first to enter the market track in the management system, and the performance-related reform measures have been officially implemented in this restaurant, that is, the operating income index of the restaurant has been approved as RMB _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Under certain expenses and gross profit rate standards, if the revenue target is exceeded or not, the corresponding proportion of total wages will be deducted according to the proportion of completed or unfinished. This performance-based approach, on the one hand, gives invisible pressure to the managers, waiters, chefs and other personnel in the restaurant kitchen, and brings some negative effects, such as lack of ideological work or improper management; On the other hand, it makes everyone turn pressure into motivation, and promotes restaurants and kitchens to do business promotion work consciously and actively for creating more benefits. For example, restaurants open summer night markets, increase breakfast varieties and so on.
2. Competing for posts. In addition to the reform of the distribution policy, the mechanism of employing people and workers is also more flexible. Managers can go up and down, employees can go in and out, and they compete for posts according to their work performance, etc. These are all conducive to the smooth implementation of government decrees in hotels and departments, which are forbidden. Of course, if the main managers have poor quality or poor management, they will naturally have some adverse consequences. However, on the whole, the restaurant arranges the supervisors with excellent performance and ability to the responsible posts, promotes the hard-working employees to the foreman, and discourages the incompetent supervisors, foremen and employees, which more or less promotes the development of the restaurant's work and provides the guarantee of management mechanism for striving to achieve the revenue targets.
3, try the food assessment. The hotel requires the chefs in the restaurant to create several new dishes every week or at least every other week, and the store-level leaders and managers of relevant departments will try to score the dishes, assess the chef's professional level, and at the same time suggest to promote the new dishes that are basically satisfactory. Over the past six months, the restaurant * * * has introduced more than a few new dishes, among which, iron plate ribs dumplings, spicy beef tendon, drunken chicken with Chinese flavor, fresh game, blue beans mixed with golden mushrooms and so on have been widely recognized by diners. In addition, the chefs with excellent assessment are commended and encouraged, and the chefs with poor business skills are required to be replaced in time.
In addition, the restaurant cooperates with the hotel to receive important guests throughout the year, with multiple tables and about person-times. The service reception of the restaurant has been basically affirmed and praised by the hotel and superior leaders.
Front Office Supervisor's Work Report #2
It has been more than a year since I joined the company in a blink of an eye. According to the work arrangement of the company manager, I am mainly responsible for the daily operation of the restaurant floor and the training of the department. Now I will make a work summary of the work in 20____ _ and briefly outline my work plan for 20____.
I. On-site management of hall surface
1 Etiquette and courtesy require repeated practice at the regular meeting every day. Employees should use polite language when meeting guests, especially the cashier at the front desk and the service staff at the regional check-in desk. They are required to apply courtesy and courtesy to every bit of work, and the employees should supervise each other and make progress together.
2. Insist on the inspection of gfd before class. Those who fail in gfd can only take up their posts if they are qualified. Correct me immediately when the appearance problems are found on the post, supervise the use of guest manners and manners, and the employees develop a good attitude.
3. Strictly grasp the positioning of posts and service awareness, improve service efficiency, rationally allocate service personnel during the peak meal period, and support the busy area at any time with the foreman or encouragement as the center. Other personnel should do their respective duties, clarify their respective work contents, and carry out division of labor and cooperation.
4. Advocate efficient service, and require employees to serve guests as soon as they need service.
5, goods management from large items to small items, whether it is customer damage or natural damage, everything requires rules to follow, well documented, implemented by someone, supervised by someone, followed by a single person, and summarized.
6, health management public * * * area, require cleaning personnel to see a foreign body or dirt must be cleaned immediately. The hygiene requirements of each area are that the sofa surface, the surrounding area, the dining table and the floor should be clean and free from water stains, neatly placed and without inclination.
7. During the meal time, because the guests arrive at the store in a concentrated way, there will often be a phenomenon that the guests queue up, and the guests will show impatience. At this time, it is necessary for the foreman to prepare for the reception before the reception peak, so as to reduce the waiting time of the guests, and at the same time, pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, carefully receive every table of guests, and be busy without chaos.
8. Buffet is a new project in the dining hall. In order to further improve the quality of buffet service, the "Overall Practical Plan for Buffet Service" was formulated, which further standardized the operation process and service standards of buffet service.
9. Establish a restaurant case collection system to reduce the probability of customer complaints, and collect complaints from restaurant customers about service quality and quality, which will provide an important basis for improving daily management and service. All restaurant staff will analyze and summarize the collected cases and come up with solutions to the problems, so as to make daily service more targeted and reduce the probability of customer complaints.
Second, the daily management of employees
1 As an important part of restaurant staff, whether new employees can quickly integrate into the team and adjust their transformation mentality will directly affect the service quality and team building. According to the characteristics of new employees and their entry situation, special training is carried out to adjust the mentality of new employees, face up to the role transformation and understand the characteristics of the catering industry. Make new employees fully prepared psychologically, alleviate the dissatisfaction caused by the inadaptability of role change, and accelerate the pace of integration into the catering team.
2, pay attention to the growth of employees, always pay attention to employees' mentality, require to maintain a good working condition, organize employees to study irregularly, and assess employees, check the training effect, find shortcomings and make up in time, and improve the training plan, talk to employees regularly every month to do ideological work, and understand their recent work situation to find problems and solve problems.
3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management more standardized and effective. Combined with the case study of daily restaurant, the staff have a new understanding and understanding of daily service, and have formed a consensus on daily service consciousness.
Third, there are shortcomings in the work
1, in the process of work, the details are not enough, the work arrangement is unreasonable, and in the case of more work, the priorities are not very clear.
2. There is a lack of communication between departments, and it is often after something goes wrong that problems are discovered.
3. There are not many interactive links in the training process, which reduces the vitality and vitality.
Four, 20 _ _ _ year work plan
1, do a good job in internal personnel management, and achieve strict system and clear division of labor in management.
2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and build the service quality seminar into a communication platform for all service personnel to learn from each other, share service experience and stimulate their thoughts.
3. On the basis of the existing service level, the service will be innovated and upgraded, focusing on service details and humanized services, improving the entry qualifications of service personnel, improving the salary assessment and treatment standards of waiters, strengthening daily services, establishing quality service windows, creating service highlights, and innovating service brands on the basis of brands.
4, in the management of goods responsibility to the people, there are rules to follow, well documented, someone to implement, someone to supervise.
5. Strengthen the maintenance of member customers.
Five, the overall management of the restaurant planning.
1, strict management system, employment training system, clear division of post assessment levels, enhance employees' sense of competition, improve personal quality and work efficiency.
2. Enhance employees' awareness of benefits, strengthen cost control and save expenses. Train employees to develop good habits of saving, use water and electricity rationally, find waste, stop it in time and strictly implement the relevant punishment system.
3. Strengthen the coordination between departments.
4. Pay attention to food safety and hygiene, and do a good job in various safety management.
5. Carry out multi-channel publicity and promotion activities and cooperate with surrounding companies to increase the membership rate.
Work Report of Front Office Supervisor 3
With the renewal of hotel equipment, the improvement of service items and the further improvement of staff service level, _ _ _ _ _ Hotel won the second place in the history of star rating review in 20 13 years, which made _ _ _ _ Hotel have a high reputation in the hotel industry. All these are the effective management of store-level leaders and the efforts of hotel employees. Therefore, the hotel pays more attention to the spiritual civilization construction of employees, creating a good living space for employees, transforming the laundry room of the hotel into a spacious dining room for employees and a dual-purpose room for employees' activities, adding entertainment items such as table tennis, table tennis tables, chess and cards, and launching various competitions many times, which not only enhances the physical fitness of employees, but also enriches their amateur life. The hotel also installed solar hot water in employees' dormitories to solve the problem of employees taking a bath in winter. All these employees can only repay the hotel by working hard. This year, under the condition of constantly changing personnel, all the staff in the front office can still overcome difficulties, unite and forge ahead, and successfully complete the reception tasks assigned by the hotel. Throughout the year, * * * received four VIP groups and held numerous meetings, which were well received by the guests during the whole reception process. In the past year, the front office has done the following work:
First, strengthen business training and improve the quality of employees
As the front office of the hotel, every employee should directly face the guests. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have formulated detailed training plans for five branches: for the switchboard, we have trained the language skills of answering calls; Train the baggage handling and storage services at the baggage office; Receptionist's courtesy and skills training in selling houses; Especially in July this year, all employees in the front office were trained in foreign languages for one month, which laid a certain foundation for this year's star rating review. Only through training can employees further improve their business knowledge and service skills and better provide quality services to their guests.
Second, instill in employees the awareness of "increasing revenue and reducing expenditure" and control the cost.
"Open source and reduce expenditure, increase revenue and reduce expenditure" is the pursuit of every enterprise. The front office staff actively responded to the call of the hotel, carried out the activities of saving and reducing expenditure, and controlled the cost. In order to save money, the front office purchased plastic baskets to hold team keys, which reduced the usage of key bags and room cards, and saved the hotel expenses (in the past, no matter whether it was a team or an individual, each room had to fill in a room card and use a key bag. After passing through the team room without using a room card and a key bag, the expenses were greatly saved, with room cards 0. 18 yuan/piece and key bags 0./kloc-0. The business center uses overdue reports to print draft paper; Supervise the staff staying in the accommodation to save water and electricity; Control office supplies and use every piece of paper and pen well. Through these controls, the front office should make due contributions to hotel revenue. Third, strengthen the sales awareness and skills of employees and improve the occupancy rate.
According to the market situation, the front office actively promotes the sale of scattered rooms. This year, the hotel has launched a series of room promotion programs, such as fan rooms, loyalty cards, vouchers, thousand yuan cards and other promotional activities. The receptionist flexibly grasps the room price according to the market conditions and the occupancy situation of the day while giving preferential policies to the hotel. The number of scattered guests at the front desk has increased significantly, and the occupancy rate has improved. It emphasizes the purpose of the receptionist: "As long as guests come to the front desk, we must try our best to let them stay." Four, pay attention to the coordination between departments.
Hotels are like a big family, and friction will inevitably occur between departments in their work, and the quality of coordination will be greatly affected in their work. The front office is the central department of the whole hotel, and it has a close working relationship with catering, sales, guest rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it to avoid the deterioration of things, because everyone's common purpose is for the hotel, and if it is not solved and handled well, it will bring certain negative effects to the hotel. Five, strengthen the management of all kinds of statements and customs declaration data.
According to the regulations of the Public Security Bureau, the front desk will check in every guest, and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be seriously implemented to remind each guest of their valuables. Designate a special person to be responsible for all the reports and data in the front office, classify and file the reports and report them monthly. Compared with the room income in 20 12 year and 20 13 year, the room rate increased by 9.46%, but the income decreased by 240,223.07 yuan, mainly because of the vicious competition between hotels, which led to the decrease of average house price, the increase of occupancy rate and the decrease of income. The room profile table is attached.
The results are gratifying, but we also deeply realize and realize that:
1, lack of flexibility and initiative in service;
2. The aging of the switchboard equipment causes poor lines, which often causes complaints from guests;
3. Some new employees are not skilled in their own work;
4. The photocopier in the business center is aging, and its effect is not good, which affects the income of the business center. The cash income from copying in the business center this year is only 28 12.9 yuan.
Front Office Supervisor's Work Report 4
The first half of 20____ is coming, and we welcome the second half of 20 _ _ _ with confidence. In the past six months, the three themes of "safety, management and service" were promoted, and the revenue and profit targets of the hotel were achieved satisfactorily. On this occasion, it is necessary to review and summarize the work, achievements, experience and shortcomings of the past six months, so as to foster strengths and avoid weaknesses and strive for progress.
First, the introduction of brand management, pays special attention to the guest room work.
By introducing brand management, the hotel strengthens the training of "appearance, smile and greeting" in the Basic Code of Conduct for Employees, strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of the front desk hospitality department and post, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an annual evaluation of the unannounced visits to star-rated restaurants, and our store only deducted 2 points, which earned a high score for excellent service and ranked among the best hotels in the region. In addition, in the reception service of large-scale events, our sales, front office, guest room, property, restaurant and other departments or posts received letters of commendation from the event organizing Committee, all of which praised: "The warm and thoughtful service of hotel staff provided us with necessary logistics support in our daily life, enabling us to successfully complete this event."
Second, on the premise of quality, do a good job in guest room work.
1, team morning meeting. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has set up a morning meeting system for long-term packages and individual teams according to the hotel's requirements, arranged the work of the day, and standardized the appearance of each employee, so that all employees can be consistent in their thoughts and ensure that all work can be put in place. Summarize last week's work in the weekly meeting of the team, arrange and form words for next week's work, and incorporate the contents of hotel-related documents into it, which fully embodies the "strict, detailed and practical" work style.
2. Safety inspection. In addition to the establishment of a full-time person in charge of security in the department, the safety knowledge training will be developed into a system throughout the year, reflecting different levels and contents. From the hotel's corresponding preventive measures, emergency handling methods to the inspection requirements of various electrical appliances, etc., start from scratch. Clear the person in charge of safety in each area, put it on the wall in the form of words, and emphasize the working principle of "who is in charge and who is responsible" and "working together". Carefully observe and check the hotel guests, visitors and passers-by to make sure there are no omissions. Throughout the year, the individual guest area * * * found out the rooms that did not match the guests, and the people did not match.
3. Department training. At the same time as the hotel organizes training, there are plans to train the employees of this department on the contents of the "20-character" criterion and post business every month. For example, in the front office of the sales department, we should do a good job in training each position, so that "there is a theme every day and training every day". Train and assess the front office staff in stages and contents. Reception and cashier at the front desk use spare time for training after morning shift every day; Supervisors and foremen are trained once every two weeks, and all front office staff are trained once a month. The training content includes business knowledge, reception of foreign guests, sales promotion skills, case analysis, emergency problem handling, etc. Through training, the overall quality of employees, English level, business level and customer satisfaction have been improved. Over the past year, various departments have organized training groups by themselves, with about people attending. The two-level training combining hotels and departments has improved the overall ideological quality, service attitude and business reception ability of employees.
Work report of front office supervisor 5
20____ was an extraordinary year for the hotel. Since the hotel was restructured, the front office actively cooperated with the marketing department to receive various meetings of different types and sizes, most notably, the meeting reception in _ _ _ _ street. The successful reception of the meeting was unanimously recognized by the leaders in _ _ _ _ _ street, and the hard work of employees always paid off in exchange for successful results. However, although we have gained some reception experience from the meeting reception, we still have some experience. In view of this situation, we will sum up the rich experience in the future work reception, learn from each other's strong points, make the future reception work better and more standardized, and build our own brand.
The season of the year lies in spring, and the day is in the morning. According to the changes in the development of the hotel industry, some preferential activities have been launched in cooperation with the Housing Department in the off-season of housing. In addition to the preferential price, guests will be given free fruits, provided that the price is 150 yuan or above, and the guests who have stayed at the room rate of 100 yuan or more for more than 8 times will be given a free day when they check in next time, provided that they have the same certificate, so as to attract more repeat customers and make them come again. These preferential activities have been unanimously recognized by the guests, and at the same time,
The front office is the sales window of the hotel. In the promotion of house prices, especially for receptionists, how can we sell our services? This requires our receptionists to master certain skills in the promotion, and proceed in the order from high to low in price, but often we are still lacking in this respect, and we are not aware of the importance of our work. It is far from enough to introduce and sell our services mechanically when guests come. Even in the software service, it is not very flexible and active. Therefore, it is the top priority for receptionists to learn to sell, so that they can sell the products of the hotel to the guests, and the guests are willing to accept them. This is a skill that will be implemented as a key point in future work.
From the observation of the work in the past year, from the bellboy to the front desk reception post, the service lacks the initiative and enthusiasm of hotel employees. There is no greeting when guests come, no answering when they ask, and no sending when they leave. This is the most basic. It is the mistake that should not be made the most. Of course, some employees do better. In the future work. As the front office staff, they should be smiling, polite, enthusiastic, thoughtful and highly responsible according to the training standards to win more repeat customers.
Hotel employees change frequently, and fresh blood is always added from time to time. This year, there are more new receptionists, and the new employees after training have different business knowledge and their own quality standards. In this case, according to the needs of work, the receptionist and bellboy are trained in business knowledge and skills operation once and for all. Its purpose is to firmly establish staff work, deepen business knowledge and carry out work better.
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