Annual Work Summary Fan Wen, Lobby Manager (1) As a young employee of ICBC, I deeply realized the mission and responsibility of the lobby manager during my tenure as the lobby manager. The service of the lobby manager directly affects the bank's operating efficiency and external image. An excellent lobby manager has six functions: business guidance, service demonstration, emotional comfort, contradiction coordination, environmental cleanliness and safety supervision. As an important position, the lobby manager plays an irreplaceable role in customer service and product marketing. Young employees should keep learning, strive to improve themselves and enhance their business ability.
First of all, a correct grasp of the details of the work is the basic quality necessary for the lobby manager. Lobby managers need to study banking knowledge seriously, deepen their understanding of knowledge in practice and master banking business in an all-round way, so as to have enough foundation to provide services to customers. Ask customers who come to handle business seriously, understand the business they are doing, explain patiently and give detailed help.
Secondly, we should pay attention to the art of work while performing our duties. I think we should do the following in our work:
First, smile service.
The lobby manager should always keep an optimistic attitude, face customers with a smile, infect customers with a smile, narrow the distance with customers and retain customers. Clever use of "laughing" skills embodies the business philosophy of bank customer first and service first. Practice internal strength, let the warmth brought by smile fill the business hall and make customers feel at home. The lobby manager should improve his personal quality and appearance, at least dignified, elegant and generous. When customers enter the lobby of the bank, the lobby manager should greet them with a knowing smile, greet them warmly and civilly, understand and understand their needs with a smile, answer their questions with a smile, try to satisfy them as much as possible, and make customers feel that it is very respected and welcome to come to the bank to handle business.
Second, have a glib tongue.
The lobby manager should face customers directly and have strong communication skills with customers. We should not only communicate with customers, but also coordinate the friction between customers and tellers, so as to look around, listen to all directions, communicate with customers in time and maintain close relations with customers. Good eloquence and extraordinary patience are the basic prerequisites for doing a good job as a lobby manager. On the platform of lobby manager, these can be fully exerted. "Say" should be done well in three aspects: first, say it frequently, that is, say it frequently to incoming customers, say it repeatedly, and sell products with all your strength; The second is to be able to speak, that is, to describe the business well and explain it accurately, without exaggerating or deliberately covering it up, and correctly introduce the characteristics and functions of ICBC products to customers. The third is to be able to talk, that is, to pay attention to service strategy, vary from person to person, and differentiate marketing. Saving enough energy in "speaking" can get twice the result with half the effort. In addition, the lobby manager must take great pains, be patient enough, treat customers as relatives and explain them repeatedly in simple terms, so as to gain the respect and trust of customers.
Third, be good at asking questions.
Greet and greet all customers who enter the door warmly, and don't have a conscience to say that you are poor and don't love wealth. Be good at trying to figure out the customer's psychology, ask the customer's abnormal reaction, and sincerely care for and help solve it. Especially when customers complain about banking services, the lobby manager should listen to customers' dissatisfaction, don't rush to defend anything, and finally apologize sincerely to customers, because you represent the corporate image of ICBC instead of yourself. First of all, you should get the good impression of your customers, so that you can communicate well. Secondly, we should know what the customer needs and help the customer solve his problem as soon as possible. In addition, you should always ask the teller to know the cash and business handling at the counter like the back of your hand, so as to ensure that customers can adjust to the designated window in time and handle business quickly. Let customers deeply feel our accurate, convenient and fast service and establish a good service image.
Fourth, sense motive.
The lobby manager should have super observation ability, and he should keep an eye on all directions and listen to all directions in his work. Pay attention to service, grasp customer needs at any time, collect valuable financial information, carefully record the lobby work log, and report to the leader in time after summarizing and putting forward. If you have enough ability to deal with emergencies, you will inevitably encounter various emergencies. If customers queue up, the lobby manager should guide them in time. Guide customers to other windows to handle related business, and customers with cards go to self-service equipment to reduce the pressure on the counter. Ensure the order of the business hall is stable. Deepen the service connotation of lobby manager and comprehensively improve the service ability of lobby manager.
Five, proactive
The nature of the lobby manager's work requires employees to be proactive in their work. The lobby manager must get into the habit of walking around frequently and patrol back and forth in the lobby and ATM area to keep abreast of the overall situation inside and outside the lobby. Through watching, asking and talking with customers at zero distance, we can guide customers, maintain order, understand information and adjust service methods. Provide customers with all-round service needs in time and play an indispensable role as a lobby manager. When meeting customers who need help, the lobby manager should be diligent in demonstrating and helping, and when meeting old, weak, sick and disabled customers, he should enthusiastically provide some help.
We should win every customer with perfect service at any time and place, worry about what customers are anxious and think about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home.
Annual work summary Fan Wen, lobby manager (2) Time flies, time flies, I have been working in xx for almost a year. With the guidance of the branch leaders and the help of all my colleagues, I grew from a newcomer to a qualified bank lobby manager. Looking back on the work in the past year, I was deeply touched, especially the work of the lobby manager.
The image of the bank is not only reflected in advertising, environmental decoration and so on. It is also directly reflected in the service of bank employees to customers. As the first person to contact customers and help them solve problems, the lobby manager's own service directly affects the image of the bank in the eyes of customers. Therefore, the lobby manager is a business card of the bank and the first impression that the bank gives to the on-site customers. As a qualified lobby manager, you should not only have a good personal image, excellent service attitude and civilized manners, but also have professional banking knowledge. These requirements are also the direction of my continuous efforts.
To tell the truth, when I first started working in the lobby, I was very uncomfortable. I feel that the work of the lobby manager is very tired and complicated, and my unfamiliarity with banking business also makes me feel at a loss in my work. But slowly, through a series of on-the-job training and continuous learning, my mentality has changed a lot, and I have begun to adapt to the work of the lobby manager, and my working methods and service attitude are constantly improving. Now I have been able to complete the duties of the lobby manager very well.
As a lobby manager, I think I should not only rely on my continuous learning in practical work, but also rely on a lot of efforts outside work to improve and make up for my shortcomings. In order to improve my banking knowledge and make my service more professional, after work, I will ask my colleagues at the counter for business knowledge and learn business processes and regulations, so that I can answer customers' questions well and help them solve problems more quickly.
In addition, if you want to become a qualified lobby manager as soon as possible, it is not enough to rely on personal study in your own work. So during my break, I often visit ICBC, China Construction Bank, China Merchants Bank, Standard Chartered and other banks as customers, observe the work of lobby managers in other banks on the spot, learn their advantages and skills, and apply them to practical work, which has benefited me a lot.
In this year's work, I have made great progress, but I also clearly know that I still have a long way to go to become an excellent bank employee. So I made corresponding arrangements for my future work. I will constantly improve my service attitude, enrich my banking knowledge, improve my psychological quality and coping ability, and spur myself to keep forging ahead and become an excellent employee of xx Bank.
Annual Work Summary Fan Wen (3), the lobby manager, is about to spend 20xx years, and we are full of confidence in welcoming 20xx years. The past year was a year to promote the three themes of "safety, operation and service" of the hotel, and also an ideal year to achieve the annual revenue and profit targets of the hotel. On this occasion, it is necessary to review and summarize the work, achievements, experience and shortcomings of the past year, foster strengths and avoid weaknesses, strive for progress, and strive for new achievements in the new year.
During this year, with the care and help of hotel leaders, department leaders and colleagues, I successfully completed all the work and further improved my ideological consciousness. This year's work summary mainly includes the following items:
First, maintain good guest relations and properly handle guest complaints.
Respecting and respecting guests is not only a simple superficial courtesy, but also a heartfelt respect. Action is only a natural expression. Only in this way will we try our best to provide good service. Even some pure personal preferences or habits will be seriously changed as long as they are not conducive to respecting guests. Only by doing this can we naturally respect our guests. Always be humble and respectful to guests, and you will win their respect. In my work, I have established three concepts, namely, the customer concept: "The customer is the focus of attention" (this is the first and core principle among the eight management principles of the ISO9000 international quality management system), that is, serving customers well is the ultimate goal. 2 concept of details: details determine success or failure, and hotel service is detail service in the final analysis. If every detail of the work is done, the management system and service system of the hotel will run smoothly. ③ Cultural concept: let customers enjoy a high-quality, unique and unforgettable consumption experience (staying in a hotel and dining), and let employees work and study in a harmonious and healthy corporate atmosphere. By properly handling guest complaints, on the one hand, it is found that rectifying their own problems plays a role in educating and training employees; On the other hand, improve our service and attract more repeat customers for the hotel. For example, customers such as Zhongneng International Company and Chinalco did not understand the hotel's service process and safety management regulations, and complained many times. Now they have become loyal customers of our store.
Second, improve the internal management mechanism, coordinate and straighten out departmental relations.
By finding and solving the problems in service quality, the lobby manager checks the management system and operation process of the hotel, which mainly plays two roles: ① putting forward rectification opinions and suggestions for the parts that are not conducive to improving customer service; (2) For the problems caused by the lack of responsibility execution of all departments in the hotel, put forward rectification suggestions and make punishment assessment.
For the normal operation of hotel services, the lobby manager carefully studies the operation processes of various departments. When there are problems in the work that need inter-departmental coordination, the lobby manager grasps everything on the premise of customer satisfaction; (2) Everything is based on the interests of the hotel. For example, when the front office and housekeeping department correctly operate the check-out reservation procedure, they are confused with the left-behind items procedure because they do not correctly understand the management policy, which leads to customer service failure. Prompted by the store leader, the two departments studied the policy procedures, and coordinated by the lobby manager, the two departments reached an understanding to avoid similar problems. All departments of the hotel can focus on the overall situation and do their jobs conscientiously, which has promoted the improvement of the overall management level of the hotel.
Three, adhere to the implementation of the "four-star standard" and do a good job of "six inspections"
The lobby manager is responsible for the supervision and management of good service quality, and the standard for measuring its good service quality is the star-rated visit standard formulated by the National Tourism Administration. Four-star hotel star rating project inspection qualified rate should reach more than x%. In order to achieve this goal, the lobby manager should do six checks. Years of practice have proved that six inspections are an effective way to ensure service quality. The six inspections are: facility and equipment inspection in Project III, cleaning and hygiene inspection in Project IV and service quality inspection in Project V; Training inspection, asset management inspection and safety management inspection. The summary of the six inspections and the comparison with the previous year are shown in the attached table.
Fourth, always pay attention to the quality of service, carefully check and strictly assess.
As a hotel manager, we should regard customers as God and quality as life. Only in this way can we survive and develop. The lobby manager is in charge of the service quality management and assessment of the whole hotel, knowing the great responsibility and feeling the heavy burden. I am full of confidence to win, a high sense of responsibility and crisis, and devoted myself to my work, making due contributions and sacrifices for the hotel, with joys and sorrows. It's the end of the year again, and I'm very pleased and excited to see that the annual management task is about to be completed. Looking forward to the unpredictable market changes in the coming year, the task is still arduous and needs to be redoubled. The service quality evaluation has achieved the necessary results, which is the result of the correct decision of the hotel leaders in the whole region, and also the result of the concerted efforts of all employees, Qi Xin.
Five, loyal and dedicated, complete the work assigned by the leadership.
As a hotel professional manager, you should have noble professional sentiment and tenacious spirit. I have benefited from the hotel for many years and my management level has been continuously improved. I should love my job and do my job well. In recent years, I have been exemplary in observing various rules and regulations, earnestly performing management duties, and carrying out strict quality assessment, which has been recognized by the leaders. Complete other tasks assigned by the leaders on time while completing all indicators of hotel management.
6. Find the gap, keep improving, blaze new trails and pursue excellence.
The deficiency of lobby work and the direction that should be worked hard: ① The study of management knowledge needs to be strengthened. With the continuous development of the hotel industry, the emergence of various management concepts and methods, as well as the changes in the market and the increasingly fierce competition, if you don't learn to improve, you will fall behind. ② Internal and external communication skills need to be improved. Service is also a skill. Communicating with guests requires respect; Second, skills are needed, as is communication with insiders. To learn the knowledge of psychology and management, be good at observing and discovering the needs of guests, so as to achieve the satisfaction of guests. The punishment of employees who violate discipline should follow the principles of fairness and strictness in the employee handbook in order to achieve the purpose of punishment. ③ The service quality of foreign guests needs to be improved. Poor English conversation level directly affects the service to customers, and the foreign language level of lobby managers needs to be improved urgently.
The lobby work should be centered on the work of the hotel, in the spirit of serving the hotel, guests and employees, further improve the management level, continuously improve the service quality, establish and maintain a good customer relationship and create a good service atmosphere. Under the leadership of the general manager, strive to fully complete the service quality index and economic benefit target of Binhe Hotel.