1, courtesy, etiquette. Including: how to smile, how to provide service for the guests, and the language of the guests in the service. 2. The front desk staff also cooperate and unite because of the cooperation of the floor staff, which is beneficial to the interests of the hotel.
3, the front desk business knowledge training. Mainly the daily workflow, the daily work of the front desk is very complicated, which can be roughly divided into three aspects: check-in procedures for guests, providing a series of services for guests during their stay in the hotel, including luggage storage and inquiry, and finally checking information for guests and communicating with them.
4. language. It is forbidden to use local dialects in the usual guest service at the front desk. Why? One is disrespect for guests, and the other is bad influence on personal quality and hotels, so it is a basic requirement to use Mandarin at all times.
5. Collect and master relevant local scenic spots and latest information. Most of the guests who come to stay in the hotel come from various cities and abroad, which requires us not only to have a certain grasp of Zhengzhou tourist attractions, but also to have a comprehensive understanding of more scenic spots in Henan Province and even some customs and habits of various countries and nationalities. These are the prerequisites for us to serve our guests better.
Reception at the front desk is a very simple job, but there are still many things to learn. I will try my best to do my job well. Only in this way can I constantly improve and perfect myself. On the other hand, it is interpersonal relationship. The feelings between students in school are sincere, and there are not many interests. However, when entering the society, everything you say and do needs to be considered repeatedly. Of course, I always remind myself to be honest with others, and everyone will be honest with you. I like the feeling of being busy, which can enrich my life and reflect my life value.
2.2023 Hotel Front Desk Work Plan
First, keep a service attitude and smile. Attitude For the receptionist, accepting this job is a very serious matter. If we make a small mistake in attitude, it is likely to have a great impact on the hotel, which is something we should take very seriously. Therefore, in the next stage, we must first maintain our service attitude, constantly test our attitude at ordinary times, always reflect on ourselves and sum up ourselves. At work, always smile, giving people a good feeling. Adjust your mentality and take every step.
Second, pay close attention to service etiquette and establish an image.
Working at the front desk, we need to pay attention to etiquette. The front desk also represents the image of the whole hotel, and my every move symbolizes the taste and grade of the hotel. Our front desk staff know this very well, so I will pay more attention to my service etiquette in the next period of time, and also set up a better front desk image for myself and lay a good foundation for the image of the hotel.
Third, persist in correcting shortcomings and establish self-confidence.
3.2023 Hotel Front Desk 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 discussion, and build the service quality seminar into an exchange 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, innovate and upgrade the service, focus on service details and humanized service, improve the entry qualification of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily service, establish quality service windows, create service highlights, and innovate service brands on the basis of brands.
4, material management responsibility to people, rules-based, well-documented, someone to implement, someone to supervise.
5. Strengthen the maintenance of member customers.
6, strict management system, employment training system, clear job assessment grade division, enhance the competitiveness of employees, improve personal quality and work efficiency.
7. Enhance employees' welfare awareness, strengthen cost control and save expenses. Cultivate employees to develop good habits such as saving and using water and electricity. , found waste, stop in time and strictly implement the relevant punishment system.
8. Strengthen coordination among departments.
9. Pay attention to food safety and hygiene, and do a good job in various safety management.
4.2023 Hotel Front Desk Work Plan
First, know the basic duties of the foreman, supervise, assist and set an example in the work.
Second, the daily work flow and plan
1. Documents and reports are archived.
2, leakage of accounts, bad debts, credit cards and other accounting treatment.
3, weekly work plan and summary.
4, monthly attendance and scheduling, etc.
Third, learn to actively manage.
1, take the initiative to deal with emergencies and solve various difficulties in colleagues' work.
2, lead by example, lead employees to perform and complete the tasks assigned by superiors.
3, constantly trying to mobilize the enthusiasm of employees, encourage them to play their enthusiasm and potential, improve service quality.
4. Observe more, and immediately remind and correct the deficiencies and mistakes.
5. Create a good working atmosphere so that employees can help each other and unite as one.
6, take the initiative to do the ideological work of employees, to be good at communication, will coordinate, give them care and help.
Four. Self-improvement and improvement
1, learn communication skills such as interview, telephone and writing.
2. Change your mind, learn to control your emotions, complain less, be calm and generous, be calm, energetic, meticulous in analysis, diligent in thinking and decisive in handling.
3, cultivate a strong sense of responsibility, don't shirk, don't make excuses.
4. Learn how to manage effectively.
5.2023 Hotel Front Desk Work Plan
1. Strengthen employees' business training and improve their comprehensive quality. Every member of the lobby is the image window of the hotel. Not only should the overall image be tested, but the 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 fails to keep up, it will easily lead to employees' low work enthusiasm and lax business level. Therefore, I plan to conduct necessary training once a month 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 for supervision before the 5th of each month.
2. Strengthen the sales awareness and skills of employees, and improve the occupancy rate.
After xx years of ups and downs, the hotel's hardware facilities have become obsolete with the passage of time. Facing the hotel market in Jiangmen, the competition is fierce, which can be said to be a long way to go. Due to the outdated hardware facilities in the hotel, engineering problems often affect the normal service to guests. For high-grade guests, with the appearance of newly renovated luxury hotels, some will be lost. As a member of the hotel, I know that the guest room is one of the important revenue-generating departments of the hotel, and it is also a profit-making 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 receptionist in the ways and practical skills of housing sales, and at the same time instill instructions from hotel leaders, emphasizing that employees should try their best to retain guests as long as they are at the reception desk, strive for the occupancy rate of the hotel as much as possible, and improve the economic benefits of the hotel.
3. Strengthen the management of various reports and customs declaration data.
This year is the Olympic year. Because of the Olympic Games, people from all over the world will come to China. Facing the sudden "attack" of people from all over the world, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, we will strictly require the front desk reception desk to do a good job of registration and uploading. The front desk will check in every guest according to the regulations of the Public Security Bureau and input the information into the computer. Report the guest's information to the local public security bureau in time through the hotel uploading system, and earnestly implement the notice issued by the public security bureau. At the same time, a special person will be appointed to report the guest information and related data.
4. Respond to the slogan of "saving energy and reducing consumption" advocated by hotel leaders.
Saving energy and reducing consumption is the slogan that many hotels have been calling for. This department will also respond to the call of hotel leaders, and strictly require each employee to make good use of every piece of paper and pen, trade in the old for the new, and collect the waste paper and cut it into volumes for emergency use in front-line posts. At the same time, the lighting in the lobby, air conditioning switch control, office electricity consumption and computer electricity consumption in the front desk department are reasonably adjusted and planned.
5. Keep the habit of communicating with employees to increase mutual understanding and facilitate the development and implementation of the work.
It is planned to have a heart-to-heart talk with employees in all positions of the department every month, mainly focusing on work and life, so that employees can find the object of heart-to-heart talk in their own departments, and solve their own problems as their own problems according to the reasonable requirements put forward by employees, so as to do their best. If it can't be solved, report it to the hotel leader. Let employees truly feel that they are respected and valued in departments and hotels.
6, do a good job of quality inspection within the department.
It is planned to conduct a quality inspection on the employees of this 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 of the department lobby, the department foreman and the manager. If there is a problem with the quality inspection, it will be rectified within a certain period of time. If the rectification is not completed within the specified period of time, the individual will be fined.