Front desk staff work plan template

5 model articles on the work plan of front desk staff

Time goes by and never stops, and new jobs and challenges will come. Please work together and write a work plan for the front desk. The following is a sample work plan for the front desk staff that I have carefully arranged for you, hoping to help you.

Selected model essays on the work plan of front desk staff 1 1. Front desk discipline management system

First, employee image management

1. Employees must wear uniform and work shoes, and keep their clothes clean and work shoes clean.

2. When employees go to work, they must wear employee ID cards at the designated locations.

Employees are not allowed to comb weird hairstyles, and their hair should be tied in ponytail shape over their shoulders. You are not allowed to cover your eyes when staying in the sea (you can only wear rings and watches on your hands; No more than two hair accessories).

4. Employees are not allowed to keep long nails and can only apply colorless nail polish; Jewelry should not be exaggerated and heavy.

5. Employees must wear light makeup (including eye shadow, foundation, blush, lips, etc.). ) as required at work.

6. Don't chew gum, smoke or eat; Keep your body odor fresh and your mouth clean.

7. Cover your mouth when yawning; Don't pretend to scratch, pick your nose, pick your ears and pick your teeth.

8. Don't show laziness; Don't shake your body when standing, and don't stand against the wall or cabinet; Don't make faces and do strange things.

Second, discipline management.

1. If there are guests in the front desk area, you are not allowed to sit and work, and you are not allowed to talk about topics unrelated to work.

2, strictly abide by the job, shall not leave without authorization, leave without reason, engaged in private affairs unrelated to the job.

3, the front desk telephone calls, should be answered within three rings; Answer the phone in standard language.

4. Do not use the counter phone for personal use without authorization. If there is an emergency, you can ask your boss to use the backstage phone. It is forbidden to play with mobile phones and answer personal calls during office hours. In case of special emergency, you need to cut off the phone as soon as possible so as not to affect your work.

5. Don't use working hours to read newspapers and books that have nothing to do with the work content.

6. Don't talk loudly, play, whisper or make noise.

7. The front desk staff should remember the telephone extension number, the mobile phone number of the sales consultant, all the numbers of the club and the mobile phone number of the manager.

8. Pay attention to the surrounding environment when handling the counter documents to avoid ignoring the guests.

9. When the guests come to the counter, they immediately put down the documents they are processing, greet them politely, and show their professional training, competence and ability to serve the guests.

10, pay attention to the guest's questions, don't interrupt the guest's narrative at will, and then give a clear answer. If you don't know how to answer a question, you should say, "Just a moment, please. Let me check." .

1 1. Try to remember the guest's last name and address the guest as "Mr./Ms./Ms. X, hello!" .

12, in case the guests are amateurs or can't follow the crowd, don't make fun of them.

A) Don't be too wordy and serve the guests patiently.

Third, attendance discipline management

1. Employees must go to and from work on time according to the work shifts and time specified by the department (handover work needs to arrive at work 15 minutes in advance).

2. When going out on business, you should indicate your destination and get the consent of your superiors.

3. Employees shall not be late, leave early or absent from work without reason; Sick leave, personal leave and shift adjustment must be completed in advance.

4, employees are not allowed to use the front desk computer to surf the Internet during work.

Second, the duties of the front desk supervisor

The role of the front desk supervisor is to realize the communication between the boss, colleagues and subordinates. The supervisor should establish a channel of consultation and communication with them, so the middle role of the front desk supervisor is very important.

1, main responsibilities:

The front desk supervisor is mainly responsible for the internal management, personnel assessment, workflow formulation and policy planning of the whole customer service team, and constantly optimizes and innovates to ensure the normal and efficient operation of the daily work of the whole department. Details are as follows:

1, supervise and guide the front desk work, study and solve the problems encountered in the work, and formulate the work priorities.

2. Be responsible for providing suggestions and plans for various new service projects and organizing their implementation.

3. Deal with major customer complaints and put forward handling opinions in time.

4. Collect customer feedback regularly and optimize the service process.

5. Coordinate cooperation with other departments.

6, often keep in touch with the front desk staff, adjust the psychological pressure of the front desk staff, ensure the enthusiasm and work level of the department staff, and improve customer satisfaction.

7. Do the front desk work report, summarize the work of the month, and make the work plan for next month.

2. Main work:

1, do a good job at the front desk and set an example for other staff.

2. Check the employee's etiquette and gfd every day.

3. Make a monthly shift schedule for the front desk staff.

4. Supervise the daily attendance and work of employees, and comprehensively check whether there are any omissions.

5. Preside over the small front desk meeting and weekly meeting of 10 minutes every afternoon, summarize the work situation and make the work plan.

6, reasonable arrangement of front desk jobs, work distribution and personnel training.

7. Manage customer service emails, reply and sort out related emails.

8. Responsible for sorting out the weekly member complaint statistics.

9. Be responsible for organizing the overall planning of the publicity of member activities.

10, responsible for members' public opinion survey, collecting members' feedback, and providing reliable basis for superior decision-making and relevant departments' work.

1 1. Responsible for providing suggestions and plans for various new service projects and organizing their implementation.

12. As a supervisor, he has to work at night at least four working days a week to ensure the normal operation of the club during busy hours.

Third, the front desk workflow

Remarks: In view of the different business hours of the club, the front desk is allowed to work at different times.

Business hours (Huanshi Store: 7: 00-23: 00; Tianhe Store: 9: 00-22: 00; Dongfang store: 10: 00-22: 00) 1 morning shift: class a: 8: 30- 17: 00.

1, pack up gfd before going to work and arrive on time;

2. Go to the engineering department to get the key to open the DJ room (except the Oriental Store), turn on the opening ceremony music, and then turn on the computer of the Internet cafe in the member leisure area;

3. patrol;

4. Go back to the front desk, turn on the lobby lights, turn on the computer, sort out stationery, forms and materials, and make good preparations before business;

5. Read the log and sign it, and follow up the remaining problems; Check whether there are any notices such as course changes, so as to inform members in time;

6. Count the number of sun oil, Zhou Ka and membership card (blank card); (Tianhe and Dongfang stores have no sun lights for the time being)

7. Copy daily courses;

8. If you need to put newspapers and magazines on the magazine rack in the water bar, you need to sort out the letters and send them to relevant departments.

2. Middle shift: Class B: 12: 00-20: 00.

1, pack up gfd, arrive at the post on time, and hand over Class B and Class A, and Class A has food;

2. Read the log and sign it, and follow up the remaining problems;

3. Handle post work.

3. Night shift: Class C: 14: 30-22: 00.

1, read the signature of the log book and follow up the remaining problems;

2.2 1: 55 Turn off the music in the venue;

Close at 3.22. Count unused membership cards, turn off computers, front desk lamps and computers in Internet cafes, and put all stationery, forms, materials and other items at the front desk back in the drawer and lock them; If there are any problems left over, please indicate them in the handover book; Finally, return the key to the engineering department.

4, the front desk foreman:

1. Check the trial of all stationery, forms, materials and other items at the front desk every day. If it is almost used up, you should copy the application in time;

2. During off-peak hours, colleagues can take turns to rest;

3. Arrange colleagues to inspect the site every two hours.

4. If new colleagues join the company, they need training;

5, if there are other colleagues did not do a good job, need to urge them to finish the work;

6. At the end of each month, remind colleagues who are in charge of all work to sort out the work of the month and hand it over to the foreman (such as private lockers and large lockers). ).

7. If there are special circumstances (such as complaints or suggestions) at the front desk, it is necessary to be present to help solve the problem and maintain the order at the front desk; If the situation is serious, you should immediately report it to the customer service or superiors and accompany them to solve it.

8. Clean the coins in the box regularly and count them.

9. If the new membership card is running out, you need to do it in time.

10. Send an email to the supervisor every day to report the situation of the clubhouse and the front desk that day.

5, the front desk staff need to do a good job at any time every day:

1, Check-in & Check-out: Help members check-in (check-out), issue (take back) locker keys and towel tags, and input data into the computer;

2. When checking out, if the guest doesn't return the towel label, ask the member whether he has returned the towel and whether the quantity is correct. If there is no problem, guests can leave; If it is found to be lost, relevant fees shall be charged according to the price of the lost items;

3. If the membership card fails to provide information or has an abnormal situation, it should find out the reasons in time, formulate relevant solutions and hand them over to relevant personnel for follow-up;

4. Answer all incoming calls and transfer them to the department;

5. If there is a guest visiting, please register the relevant visit first, and then inform the consultant to receive it;

6, new members, do a good job in membership procedures, must take a big photo at the front desk, input the computer, in order to confirm the identity of the approach; Help the member system to make a new membership card (cards must be made according to the card type);

7. If a member rents a private locker, first explain the relevant matters and charging standards of renting the locker to the member, help the member fill in the documents, ask the member to pay the relevant fees, and make a good record of the information of renting the key;

8. If a guest comes to try out, he must make an appointment with the consultant first, ask about relevant matters, fill in the form, pay a deposit of 100 yuan after being approved by the superior, and then issue the key to enter the venue;

9. Whenever a guest joins the club, visits or tries out, the information of the guest (including name, gender, telephone number, consultant and method) should be entered into the management system of "knowledge and love" in time;

10, the number of people at the gate needs to be counted half an hour before the end of each class.

Summing up the past and looking forward to the future, there is still a lot to go, a lot of knowledge to learn and a lot of experience to accumulate in the lobby on the road of pursuing more professional hotel services. The front office aims at improving service quality, service innovation, echelon training and guiding ideology; The following is the report content of the overall work plan for 20__:

I. Department Team Management and Construction Work

The core of department management is to make the team grow continuously, and team building lies in the application of performance management to ensure that the potential of employees can be stimulated and the department can run smoothly. The following is the team management construction implementation plan:

1. Give ideas and work goals to the team.

Constantly instill "positive thoughts" and "positive energy" into the team, and always hold everyone together, unite together and move toward the goal. Always give confidence and courage to the team at work. Keep yourself away from the negative emotions and thoughts of your subordinates under any circumstances.

2. The missionary of team work method

Combine the experience, learning and growth environment of department employees, and treat the quality of each employee in a targeted manner. As the head of the department, we should not only ask questions in our work, but also inspire our subordinates to have the ability to think and solve problems. Be a supervisor with good thinking ability and problem-solving methods.

3. Give pressure, help and encouragement to the team

It is very necessary to give the team some work pressure at work. Do your own role positioning. An excellent manager must be an excellent motivator, and half of management is encouragement. The purpose of encouragement is to better promote the work. Learn to use encouragement and encouragement.

Second, the department lean management and performance appraisal improvement plan

First, establish and spread standardized and quantitative management.

1) pursues "write what I do, do what I write, and make continuous improvement" to improve the management mode suitable for the operation of the department.

2) Formulate the standardized training plan of the department. Training should be inspected, evaluated and recorded, and can be queried and traced back.

3) Standardize the assessment of all personnel in the department, with test papers and transcripts, and all records can be consulted.

Second, establish various analysis data of the department.

1) monthly analysis of the department makes year-on-year and quarter-on-quarter analysis on data such as sales growth, customer satisfaction and complaint content, and finds out

Gap, improve in time.

2) Monthly analysis of service quality: the compliance rate is linked to the performance salary of the department, and the typical problems are analyzed and improved in time.

Improve service quality.

3) Monthly personnel situation analysis: analyze employee turnover rate, employee dynamics and employee communication to ensure talent echelon training.

Training plan.

Third, establish and improve the departmental inspection mechanism.

Establish an internal training team to promote the daily inspection mechanism, and all supervisory levels are responsible for daily inspection, correction and improvement; Customize a reasonable inspection mechanism and plan to avoid long-term formality.

Fourth, establish and improve the system of departmental regular meetings.

1) hold a daily meeting 10-20 minutes. If you have something to report, it is forbidden to speak for internal communication problems, and private communication is over;

2) monthly meeting to analyze the current situation of last month, such as year-on-year and month-on-month, put forward suggestions to solve problems, optimize management structure and

Regulatory focus.

3) Hold a departmental staff meeting every quarter or half a year to publicize the hotel culture and interpret the new policies and systems of the hotel.

Content, understand employee demands.

Four. Establish a work plan and summary mechanism

1) Every key position should have a work plan and summary every week, every month, every six months and every year.

2) Establish a work plan inspection mechanism to achieve a planned and organized work state linked to performance.

Five, performance management, establish a reward and punishment mechanism.

By summarizing the achievements and shortcomings of performance appraisal in the past 20 years, improving the detailed rules of relevant departments, and implementing performance appraisal around the whole staff through the principle of clear rewards and punishments, the overall staff's work efficiency and incentive effectiveness can be improved.

Three, service quality improvement plan and departmental training

1. Establishment and improvement of departmental training system

Classify the departmental training system, refine the training content, pay attention to the systematic training of newcomers, set up pre-job training, on-the-job training and promotion training step by step, and refine the norms.

1) Pre-job training, making departmental training courseware and forming the most basic training materials.

2) On-the-job training, also known as continuing education, should be fully familiar with and master this position.

3) Promotion training, it is necessary to establish a promotion platform for excellent employees, improve the training courseware for supervision and promotion, and learn basic management skills.

And build a platform for talents to give full play to themselves.

4) Ensure that the training must be planned, evaluated, assessed and summarized, and all records should be filed.

2. Training Rules for Front Desk System

First of all, cultivate employees' professional awareness of dedication and happiness. Take advantage of various occasions and opportunities to cultivate employees' thoughts in various forms.

The first step is to "talk": break down the content to be trained and explain it to employees one by one, so as to make it clear, thorough and in place. The second step is "watching": it is very important to observe the ability and effect of employees' hands-on practice and let employees do it.

The third step is "evaluation": to comment on the actual operation of employees, and to guide and correct the shortcomings. "Comment" is a summary.

Let the students know clearly where they are lacking and where they have defects, and help them find the direction of promotion and improvement. Being good at discovering the bright spots of employees and encouraging them will help employees build confidence.

Step 4: Quantify, standardize and solidify the training points, norms, standards, details and requirements.

Change, so that the training content does not go out of shape. Quantification is mainly to quantify the time, efficiency and measurement unit required for training content, so as to ensure the unification, rapidity and efficiency of training standards.

Four. Concluding remarks

Looking back, the progress of departments and individuals is still negligible, and shortcomings are the obstacles to progress. 20__, consolidate the progress made in 20__, make yourself more professional, and make targeted improvements on the shortcomings. We hope that by 20__, we can break through the existing bottleneck and achieve a new leap. Give full play to the advantages, improve the shortcomings, build the department into a truly harmonious team, an excellent team, and make yourself a more professional hotel professional manager!

Finally, I sincerely wish the hotel management company and Xindu Hotel a prosperous new year and a better tomorrow!

3 1. In my daily work, I will:

(1) Assist in the registration, submission and distribution of official documents, sort out the original documents and put them into labeled folders.

(2) the work of sending and receiving letters.

(3) Classification and sorting of low-value consumables.

(4) assist in the work.

(5) Management of office supplies. Office supplies should be collected and registered, distributed on demand, not wasted, and counted on time to supplement office supplies and meet everyone's work needs.

(6) maintenance of office equipment,

(7) Assist in scheduling and duty during holidays to ensure the safety and security of the company during holidays.

(8) Complete other tasks assigned by Highland on time.

In my daily work, I follow the principle of being precise, meticulous and accurate, carefully arrange my work, do standardized work, stand in a standardized post and act according to the rules and regulations of the office.

2. In administrative work, I will put forward the following points.

(1) service: contact and communication with information officers, systematic and effective delivery of information, and appropriate delivery of information within the company.

(2) Employee service: feedback the information of employees to the company and act as a bridge between employees and communication.

(3) Assist in formulating the company's rules and regulations.

3. My cultivation and ability, I will focus on three points:

(1) Participate in basic management training arranged by the company to improve professional skills.

(2) Learn work experience and methods from colleagues to improve their own quality.

(3) self-study to improve the level of knowledge.

I know very well that people's abilities are limited and their development opportunities are unlimited. Now is the era of knowledge economy. If you improve your ability quickly, you will be eliminated by society. Of course, I want to upgrade, an important platform, the best platform of our company, and I will seize this opportunity to synchronize my work and self-cultivation and realize my highest value.

work

(1) Assist the Human Resources Department.

(2) Other temporary work.

The front desk work of the company is trivial and complicated. I will work in an orderly manner according to the situation, arrangement, post responsibility system; Hard work, new ideas, new methods and new experiences; At work, I pay attention to doing things in place without being offside, serving without making decisions, being a real staff assistant and being a bridge between superiors and subordinates.

Essays on the work plan of front desk staff 4 1. Improve service quality and standardize front desk service.

The front desk is the starting point to show the company's image and service. For customers, the front desk is the first step for them to contact our company, and it is also the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. Recognizing its importance, we must do our work well. Strive to improve the quality of service. Answer every call carefully, answer questions carefully and make records, and dispatch, transmit and report according to the department or person in charge involved in the information. When customers visit, we will always pay attention to maintaining a good service attitude and warm reception. Cleverly answer the questions raised by customers in the right environment. Smiling, patient and meticulous, warm tips. In our spare time, we will strengthen the study of telephone skills and service etiquette. Constantly recharge yourself to adapt to the rapid development of the company.

According to the records and statistics, I began to fill in the basic price of steel and aluminum for more than 80 times, received visitors for more than 30 times, ordered drinking water for more than 300 times, made employee attendance sheets for 2 times, transferred calls for more than 200 times, updated the address book for 3 times, sent and received express mail 100 times, checked and purchased inventory for 3 times, sent and received faxes for more than 50 times, and printed documents 100 times.

Second, do a good job in warehouse management, inventory the warehouse on time, and classify the items.

Strictly follow the company system, so that every entry and exit is registered. Check the integrity of the goods in time and report the lost or damaged goods to the relevant departments in time for purchase or maintenance. According to statistics, since June 10, * * has handled the warehousing of various items of various departments for more than 20 times, and all the warehousing items have corresponding warehousing records.

Third, we should focus on the overall situation, regardless of personal gains and losses.

No matter whether it is working time or vacation time, the company has temporary task assignment, and we all obey the arrangement and actively cooperate without looking for any reason to shirk it.

As a member of Huatian, we will dedicate our strength to serve the company. Usually actively participate in the activities organized by the company, strengthen the feelings between colleagues and communication between departments. And learn more about the company's basic situation and business content. In order to work better in the future, we will continue to lay the foundation.

Although the work at the front desk is sometimes trivial, everything should be done seriously. So we will do everything with our heart. Thanks to the teaching of the department leaders and the opportunity given to us by the company; Through this nearly three months of work, I also clearly see that I still have many shortcomings. In the days to come, we will strengthen our study and strive to do our work better!

There is still a long way to go in Xiu Yuan, and I will go up and down. In the coming year, I will strengthen my sense of independent management, be brave in pioneering and innovating, strengthen the study of theory and design, and constantly improve my professional and technical level. I will also encounter many difficulties. I believe that under the care and training of leaders, with the help of colleagues and through my own efforts, I will constantly improve my work skills and personal cultural quality and make due contributions to enterprise construction.

5 1 year will soon pass. As a newcomer to the company, I am full of enthusiasm and passion for the future. The front desk clerk is my first job after graduating from college. Although I have only been in the company for two weeks, with the care of my leaders and the help of my colleagues, I quickly integrated into the company's collective and departmental teams. I also actively study the company's culture and system, strive to improve my professional quality, and conscientiously complete all the work.

The front desk is the starting point to show the company's image and service. For customers, the front desk is the first step for them to contact our company, so the front desk work is very important, so the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. Recognizing its importance, I must do my work carefully.

First, strengthen self-cultivation and improve service quality.

1, responsible for the reception of the front desk service hotline and telephone transfer, do a good job of call consultation, carefully record important matters and convey them to relevant personnel without omission or delay.

2. Be responsible for the reception, basic consultation and introduction of visiting customers, strictly implement the company's reception service specifications and maintain good manners.

3. Responsible for drafting and receiving communication, inspection and reports from superior leaders or partners.

4, familiar with and master the basic telephone etiquette and business etiquette, do a good job of basic reception. Enhance the awareness of active service, and be able to complete all work actively and effectively.

5. Have a strong sense of responsibility for work, not afraid of hardship and fatigue, and be able to complete all work efficiently and quickly.

Second, pay attention to the health and image of the front desk and remind health personnel to clean up on time.

1, responsible for cleaning the company's front desk or consulting reception room, placing tables and chairs, and keeping them tidy.

2, responsible for the daily maintenance of regional health and greening plants.

Third, learn the company's corporate culture and publicize it well.

1. Delivery of internal publications and manuscripts.

2. Early manuscript collection, manuscript collection, editing, printing and publishing, and later publication distribution.

3. Create a corporate culture publicity garden, make it and update it, so that employees can learn some extracurricular knowledge after work and feel the corporate culture and spirit of the company.

4. Proficient in all kinds of cultural construction of the company, able to publicize to employees and outsiders accurately and in detail, and become the disseminator and disseminator of the company culture.

Fourth, improve the attendance management system.

Attendance management is the foundation of enterprise management, and objective and fair attendance can provide a reliable basis for the implementation of salary system and reward and punishment system, which is of great significance to mobilize the enthusiasm of employees.

1, preparation and review of personnel attendance sheet.

2, review the work of employees in various departments, mainly to see the phenomenon of being late and leaving early.

3. Going out to handle personal affairs or seeing everything during work. , make detailed records.

4. Detailed records of personal leave, sick leave, business trip and statutory leave.

5. Count, classify and check the punched fingerprints, and record the non-punched fingerprints.

5. Standardize the daily behavior of employees in strict accordance with the requirements of company rules and regulations.

1. Supervise and inspect the basic conditions of work clothes, badges, breakfast and office hygiene of all departments every morning, and make detailed records and summarize them regularly.

2. Whether irrelevant events such as playing mobile phones, gathering people to chat and eating snacks during daily working hours are supervised and recorded.

3. Record whether employees of all departments are off-duty, on-the-job and dereliction of duty in other positions during working hours.

Six, to assist department leaders and other departments to complete the work.

1. Sign for all kinds of notices, circulars and contact sheets.

2, responsible for the company's document processing, daily printing, copying, scanning, fax, etc.

3. Responsible for signing and sending all kinds of letters, parcels, newspapers and magazines.

4. Assist HR Commissioner in personnel work, such as recruitment, interview and induction training for new employees.

5. Assist the administrative staff to carry out the training and publicity work of the company and the large-scale activities organized by the company.

Seven, expand knowledge, and constantly improve themselves.

1. Read more books about work in your spare time, constantly recharge yourself, broaden your knowledge and reduce gaps and mistakes in your work.

2, master all kinds of office software, improve the writing ability of all kinds of official documents.

3. Make a work plan, complete each goal one by one, accumulate experience from it, and constantly improve yourself.

As a company clerk, I will strive to improve my etiquette and cultural knowledge, strengthen my listening, speaking, reading and writing skills, and cultivate myself into a comprehensive quality-oriented talent. In the future work, I will constantly sum up my experience, do my job well with a modest attitude and full enthusiasm, and give full play to my potential to contribute to the construction and development of the company!

I have worked in this company for three years. Although I am still the most common clerk in the company, I have completely mastered my work direction. I believe that as long as I make persistent efforts, I will do better next year!

The new year is a year full of challenges, opportunities and pressures. I have been working here for three years, and I have made a work plan here to make greater progress and achievements in the new year.

1) Carry forward the fighting spirit. Facing the complicated and heavy tasks of the warehouse, I am not afraid of difficulties, take the initiative to find something to do, be diligent in my eyes, mouth and hands, actively adapt to various environments, hone my will and increase my talents in heavy work.

2) Carry forward the tireless enterprising spirit. Strengthen study, be brave in practice, read widely, pay attention to collecting all kinds of information while learning from books, and absorb all kinds of nutrition widely; At the same time, pay attention to learning methods, correct learning attitude, improve learning efficiency, and strive to cultivate their solid work foundation, dialectical thinking methods and correct ideas. Strive to do a better job and establish a good image of the department.

3) Be a good assistant. Strive to complete and do the work assigned by the supervisor, and enhance the sense of responsibility and team consciousness. Take the initiative to do the work to the point and implement it to people. I will try my best to reduce the pressure on leaders. Be able to help supervisors or colleagues share some work while completing their own work. Help each other with colleagues and maintain a harmonious working environment.

4) Familiar with the company's new rules and regulations and business development. The company is constantly reforming and formulating new regulations, especially in the ongoing 7S implementation. As an old employee of the company, while observing the company's regulations, he must take responsibility and cooperate fully.