Customer's job responsibilities and workflow

Customer's job responsibilities and workflow

1, go to work on time, dress neatly and keep a good gfd.

2. Attend regular meetings on time and accept work arrangements from superiors.

3, do a good job of preparation before opening, do a good job of environmental sanitation in the region.

4. Be familiar with the facilities and walkway lines in the venue.

5. Understand the consumption of our company. Memorize the daily booking records, and do the specific work of card opening, room opening, room transfer and check-out in accordance with the regulations.

6. Provide courteous and considerate service to customers, and correctly position them according to working procedures.

7, should take the initiative to answer the questions of the guests, in case of complaints or dissatisfaction, should be reflected in a timely manner, and timely report to the superior.

8. Remember the guest's name so that you can be respectful at any time.

9. Answer the phone politely to make an appointment.

2 customer work flow chart

(1) Welcome to prepare.

A. check gfd

B, good mental state

(2) Leading guests

First, press the elevator

Let the guests enter the ladder first.

(3) Ask the guests

Ask the guest if he has a reservation.

B, if you have a reservation, check it quickly.

(4) Welcome guests

A. Welcome distance 1.5m-2m.

B, welcome the guests with a 35 bow.

C, active, clean and polite

(5) Handover with customers in various regions

I. Handover of guest information

(6) After the guest confirms, open the card.

A. ask the cashier to start the machine.

(7) Return to the original post

(8) Guide the guests to the room/service desk

First, according to the requirements of the guests

B, if you have an appointment, take the reservation card away.

(9) Give the card head to the cashier.

(10) Introduce the entertainment facilities/charging standards of the company.

Function ISCO performing arts bar ktv

B. Cost

(1 1) off-duty summary and regular meeting

3. Annotation analysis of customer department work flow chart

(1) Welcome preparation: Before the guests arrive, check their personal appearance: A must wear neat uniforms according to company regulations, and do not wear heavy makeup. B pay attention to your mental state and don't bring emotions to work. Welcome guests in a clean, refreshing, energetic and energetic state.

(2) Welcome: When the guests arrive at the distance of 1.5-2 meters, all customers should bow at 35 degrees and greet the guests actively, neatly, politely and with a smile: "Good evening, sir/madam! Welcome! "

(3) Asking the guest: The customer takes the initiative to say hello. "Do you have a reservation, sir/madam?" If the guest says he has made a reservation, the customer should ask the guest for the room/station number and surname he reserved, and then look it up quickly on the computer. Check with the guests when you find it. For example, "You are Mr./Ms. XXX, and you have reserved room XX. Contact number XXXXXXX, etc. " If the guest has no reservation, ask if the guest is coming to KTV, disco, performing arts bar, etc.

(4) Guide the guests: the customers on the first floor guide the guests into the elevator.

(5) Introduce the company's equipment and consumption: customers on the first floor can briefly introduce the company's facilities, equipment and consumption price when guiding guests to the elevator on the floor.

(6) Handover with regional customers: When the floor customers receive the guests handed over by the customers on the first floor, both parties should make clear the handover, but make clear the room number, customer name and contact number; Unscheduled guests should know the type of room they need.

(7) Guide the guest to the room/dining table: guide the guest to his room/dining table according to the type of room/dining table required by the guest.

(8) Card opening: No matter whether it is an reserved guest or a non-reserved guest, after the guest confirms the room, the customer must clearly open the card according to the specifications.

(9) Kagan pays the cashier: after the customer opens the card according to the specifications, he inserts the card body into the card box at the door and pays Kagan to the cashier (the cashier opens the room quickly).

(10) Welcome: customers will return to their posts quickly after paying Kagan, and welcome the arrival of the next batch of guests according to regulations.

(1 1) after-hours meeting; Gather after work and listen carefully to the evaluation of the department head on the work service that night. If the guest has problems at work, try to solve them by himself, and inform the supervisor in time if they can't solve them. When the boss arranges a job, he must obey it first and then complain.

Customers not only lead the way and guide the guests, but also are responsible for guiding customers and arranging private rooms. Also let customers know all aspects of the restaurant. This first course will start with how to handle all kinds of complaints flexibly; How should restaurant staff greet and guide customers; And how to face all kinds of special customers freely.

Construction method of post responsibility system

(1) descent method

Decreasing method is a systematic method of job responsibility decomposition based on organizational strategy and process. Specifically, it is to get the specific content of responsibilities through strategic decomposition, and then make clear what role the post should play in these responsibilities and what authority it has through process analysis.

The specific steps of using the decreasing method to construct job responsibilities are as follows:

Step 1: Determine the purpose of the position.

According to the strategic objectives of the organization and the functional orientation of the department, the post purpose is determined. The purpose of post (setting) is to explain the overall goal of setting a post, that is, to concisely state why the post exists and what is the special contribution to the organization. Readers should be able to tell the difference between this job and other job goals by reading the job goals.

The general format of work objectives is: work foundation+work content (core responsibility of the post)+work results. For example, the overall purpose of the position of manager of the planning and finance department of a company can be expressed as: under the guidance of relevant national policies and the company's work plan, organize the formulation of the company's financial policy plans and programs, lead the department staff, and provide comprehensive financial services including cost, sales, budget, tax and so on. Go to all departments to realize the effective support of financial function to the company's business operation.

Step 2: Break down key result areas.

Through the decomposition of the purpose of the position, the key achievement areas of the position are obtained. The so-called key achievement areas refer to several aspects that a position needs to achieve in order to achieve the purpose of the position. We use the fishbone diagram as a tool to decompose the work purpose of the above example and get the key achievement areas of the manager of the planning and finance department.

Step 3: Determine the responsibility target.

Determine the responsibility goal, that is, determine the results that the position must achieve in this key result area. Because the job description is to explain the responsibilities of the post holder and the final result of the post requirements, from the perspective of result orientation, it is necessary to clarify the goals to be achieved in key result areas and ensure that each goal cannot deviate from the overall goal of the post.

Step 4: Determine job responsibilities

As mentioned above, we express the final result of this post's responsibilities by determining the responsibility objectives, so this step is to determine what kind of activities and responsibilities the incumbent will undertake in order to achieve these objectives.

Because each responsibility is one or several activities (tasks) implemented by the business process on the post, the responsibilities that the post undertakes in each responsibility should be determined according to the process, that is to say, determining the responsibility is to determine the role that the post plays in the process.

When determining the responsibility, it is necessary to determine the post responsibility point according to the inflow and outflow of information. When the information is transmitted to the post, it means that the process responsibility is transferred to the post; After this position is processed, the information comes out, indicating that the responsibility is passed to the next position in the process. This principle embodies the characteristics of "process-oriented" and "clear responsibility".

Taking the recruitment of a company as an example, the workflow of employee recruitment can be divided into four links:

(1) Formulation, review and approval of recruitment plan;

(2) Budget and approval of recruitment expenses;

(3) the implementation of recruitment. Among them, the recruitment of general personnel is attended by the head of the human resources department and the competent department; Recruit key employees with the participation of senior management, human resources department and (the head of the competent department);

(4) Feedback and inspection of recruitment.

In the process of recruitment planning: the recruiter of the human resources department makes a recruitment plan and then reports it to the manager of the human resources department for review, thus completing the responsibility of the recruiter to make a recruitment plan; The audit responsibility of the plan belongs to the manager of human resources department. If there is no problem in the audit, report it to the director of human resources for approval. The responsibility for approving the plan was transferred to the director of human resources. After approval, enter the next stage of recruitment process.

It can be seen that the process-based responsibility analysis clearly defines what role the position should play in each responsibility and what authority it has. In order to clearly express the role and authority of the position in various duties, verbs should be used accurately and standardized in the description of duties, just like "formulation", "examination" and "approval" in the above examples.

Step 5: Describe the responsibilities.

As mentioned above, the job description is the final result of explaining the responsibilities and job requirements of the job holder. Therefore, after defining the work objectives and main responsibilities through the above two steps, we can combine the two parts to describe the work, namely: job description = what to do+work result.

(2) Ascending method

Ascending method and descending method are just the opposite in analytical thinking, which is a bottom-up "induction method". Specifically, it is to logically classify basic work activities from work elements, form work tasks, and then describe responsibilities according to the classification of work tasks. Although the ascending method is not a special system decomposition method compared with the descending method, it is more practical and operable in practical work.

The steps of writing responsibilities by ascending method are as follows:

Step 1: List and merge the basic work activities (work elements) and clearly list the corresponding tasks that must be performed;

Step 2: point out the purpose or goal of each task;

Step 3: Analyze work tasks and merge related tasks;

Step 4: Briefly describe the main responsibilities of each part;

Step 5: Compare all responsibilities with the job purpose of the position and improve the description of responsibilities.