Work plan of hotel front desk supervisor

Time goes by and never stops. Our work will be enriched in busyness and harvested in joy. Now let's make a plan and make a good plan. How to write a plan to give full play to its role? The following is my work plan carefully arranged for the front desk supervisor of the hotel for your reference, hoping to help friends in need.

Work Plan of Hotel Front Desk Supervisor 1 1. On-site management of lobby floor.

1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply etiquette and politeness to every point of their work, and employees should supervise each other and make progress together.

2, insist on checking gfd before class, gfd is unqualified. . You can't go to work until you are qualified. If they find any appearance problems in their posts, they should immediately correct them, supervise the use of guests' manners and manners, and employees should develop a good attitude.

3. Strictly grasp the positioning and service awareness, improve service efficiency, and combine the service personnel during the peak meal period. Deployment, with foreman or encouragement as the center to support busy areas at any time, other personnel are responsible, clear 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 possible when they need service.

5. Commodity management. From big pieces to small pieces, whether it is customer damage or natural damage, everything needs to be followed, documented, implemented, supervised, followed up and summarized.

6. Sanitary tube. In public areas, cleaning personnel are required to clean up foreign objects or dirt immediately when they see them. The sanitary requirement of each area is that the sofa surface, surroundings, dining table and floor should be clean and free from water stains. Straight, without inclination. 7. Dining time depends on the comparison of guests at the store. Sometimes, guests will line up and they will be impatient. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive every table of guests, busy but not chaotic.

8. Buffet is a new item in the restaurant. In order to improve the quality of buffet service, this buffet service plan is specially formulated. The physical operation scheme further standardizes the operation process and service standard of buffet service.

9. Establish a restaurant case base. System, reduce the probability of customer complaints, closed. Complaints from restaurant customers about service quality, quality, etc. As a way to improve daily management. And provide an important basis for service, all employees of the restaurant collect. Analyze and summarize cases, and propose solutions to problems, so as to make daily services more targeted and reduce the probability of customer complaints.

Second, the daily management of employees

1. As an important part of restaurant staff, new employees can quickly integrate into the team and adapt. A good transition mentality will directly affect service quality and team building. Conduct special training according to the characteristics and entry conditions of new employees. Please keep this mark of employees' mentality, face up to the role change and understand the characteristics of the catering industry. Remember new employees. Make full mental preparation, alleviate the dissatisfaction caused by the unsuitable 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, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them.

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, employees have a new understanding of daily service. Solutions, formed a consensus in the daily service consciousness.

Third, there are shortcomings in the work.

1, the work process is not detailed enough, and the work arrangement is inappropriate. In the case of more work, the priority is not very clear.

2. There is a lack of communication between departments, and problems are often discovered only after they have gone wrong.

3. There are not many interactive links in the training process, which reduces the vitality and vitality.

Four. 20xx work plan

1, do a good job in internal personnel management. Strict management system and clear division of labor.

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 make the service quality seminar an exchange for all service personnel, 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, in the management of goods responsibility to people, rules to follow, well documented, someone to implement, someone to supervise.

5. Strengthen the maintenance of member customers.

Fifth, the restaurant. Body tube. Business planning

1, strict management system, employment training system, clear job evaluation grade division, enhance employees' sense of competition, improve personal quality and work efficiency.

2. Enhance employees' welfare awareness, strengthen cost control and save expenses. Cultivate employees to form a good habit of saving. Water, electricity, etc. , found that the waste phenomenon, timely stop and strictly implement the relevant punishment system.

3. Strengthen inter-departmental coordination.

4. Pay attention to food safety and hygiene, and pay special attention to various safety controls.

5. Carry out multi-channel publicity and promotion activities, and cooperate with surrounding companies to increase the membership rate.

Work plan of the front desk supervisor of the hotel. Strengthen employees' professional 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 can't keep up, it will easily lead to employees' low enthusiasm and lax business level. Therefore, the company plans to conduct necessary training every week according to the business progress and application of employees, and the training methods are mainly 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.

Second, strengthen employees' sales awareness and skills to improve the occupancy rate.

After 19 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. Because the hotel hardware facilities are old and aging, engineering problems often appear, which affect the normal service to guests. For high-grade guests, some will be lost with the emergence of new luxury hotels. 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 methods of housing sales and practical skills, and at the same time instill the instructions of hotel leaders, emphasizing that as long as guests come to the front desk, employees should try their best to keep the guests, strive for the occupancy rate of the hotel as much as possible, and improve the economic benefits of the hotel.

Three, 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.

Fourth, 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.

Five, keep the habit of communication with employees, in order 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.

Six, 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.

The work plan 3 of the front desk supervisor of the hotel flies, and the work of one year becomes history in a blink of an eye. The new year means a new starting point, new opportunities and new challenges. "We are determined to make persistent efforts and go up a storey still higher." We must strive to open up a new situation in our work. Let's read the article, the model work plan of the front desk supervisor of the hotel ~

I think the work of the hotel front desk supervisor is mainly divided into the following points:

(1) Assist the manager to do a good job in the overall operation of the front office, arrange employees reasonably, and arrange accommodation for store employees;

(2) Be able to do the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, take corresponding countermeasures in time, and summarize the work of the day and make records;

(3) Make in-store worksheets. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of making the in-store worksheet is to better understand the tasks of the day and also to reflect the transparency and progress of the work;

(4) Grasp the daily passenger flow and turnover, make statistics on the weekly and monthly passenger flow, make corresponding marketing plans, and compare the weekly and monthly turnover at the same time, find out the shortcomings, make a summary and make corresponding countermeasures;

5] Do a good job in the "three ones" of fire safety in this department, and make a daily inspection, a weekly training and a monthly drill, and make corresponding records;

(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;

(7) Attend the reception work in the front office, record the problems found in the work and make corresponding improvement plans at the same time;

A training plan is being made. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;

(9) Work closely with the cashier at the front desk to record the daily turnover. Grasp the collection of petty cash on the same day, arrange the change reasonably, and ensure the cashier to settle the account normally;

⑽ Handling of guest complaints. There are three types of complaints: face-to-face complaints, telephone complaints and written complaints. Hotels mainly complain face to face. No matter what kind of complaints, we must stand in the position of the guests, first of all, we must gain goodwill and trust. If we can solve the demands made by the guests face to face, we must solve them immediately. If it can't be solved, we should inform the superior leader at the first time, make corresponding solutions with the leader, and solve the problem for the guests at the first time. If a designated person complains, he should first ask the parties for information. If the problem can be solved within your own authority, solve it yourself. If it is beyond your working ability, you should immediately ask for instructions from the superior leader, truthfully reflect the situation, discuss the solution with the leader, put forward your own ideas for the guests at the first time, and inform the designated complainant of the handling opinions, and then apologize to the guests. Don't let the guests take away the dissatisfaction. This kind of customer complaint must be handled in a win-win situation for both the interests of the company and the guests.

Work plan of the front desk supervisor of the hotel. First, understand the basic duties of the foreman.

Supervise, assist and set an example in work.

Second, the daily work flow and plan

1, document and report archiving

2. Accounting treatment of account losses, missed accounts, bad debts and credit cards.

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. Promptly remind and correct defects and mistakes.

5. Create a good working atmosphere. Let employees help each other and unite as one.

6, take the initiative to do the ideological work of employees, to be good at communication and coordination. 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 and complain less about how calm and generous you are. Careful analysis, diligent thinking and decisive handling.

3, cultivate a strong sense of responsibility, don't shirk, don't make excuses.

4. Learn how to manage effectively.

5. Establish good interpersonal relationships.