Hotel operator work plan

Network Synthesis -213 Hotel Operator's Personal Work Plan Model

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1. after receiving the call from the customer, carefully complete the business entrusted to accept the call, and strive to achieve no accidents, no errors, and put an end to the phenomenon of moving the call.

2. At ordinary times, learn more and read more materials, study business technology assiduously, and master various businesses and relevant regulations within the scope of transfer.

3. Always keep a warm attitude, be enthusiastic about serving users, have a warm attitude and clear language, and be responsible for every phone call until customers are satisfied.

the most basic requirements for answering the phone: speed, accuracy, communication, and good are all the contents of the work plan as a summary.

job responsibilities and operation procedures of the front office of the hotel

K. Wake-up service.

L. Keep the room clean and hygienic.

2. Quality requirements of the staff in the main computer room:

Telephone service plays an important role in the hotel's guest service, and the operator must provide services to the guests with enthusiasm, polite language, sweet voice and skillful skills. It can be said that the telephone is a bridge for customer service, and the operator is a behind-the-scenes attendant who "only listens to his pleasant voice, but not his smiling voice". Therefore, the operator must have a good quality.

1) clear teeth, sweet language, no chronic diseases in ears and throat.

2) Write quickly and respond quickly.

3) Work hard and have a good memory.

4) Strong foreign language listening and speaking skills, able to provide telephone service for guests in more than three foreign languages.

5) Have hotel traffic or similar working experience, and be familiar with telephone business.

6) Familiar with computer operation and typing.

7) master the knowledge and information of tourist attractions and entertainment.

8) Strong information communication skills.

3. Basic requirements of telephone service:

Telephone service plays a very important role in the hotel's guest service. Every operator's voice represents the "image of the hotel", and the operator must provide services to the guests with warm attitude, polite language, sweet voice, skillful skills, high quality and high efficiency. Make guests feel your smile, your enthusiasm, politeness and self-cultivation through the phone, and even "feel" the level and management level of the hotel. :

1) Telephone transfer and message service: Call back later.

4) Handling of alarm calls:

A. When you receive a fire call, you should know the fire and the specific location.

B. inform the general manager to go to the fire area.

C. inform the resident manager to go to the fire area.

D. notify the engineering department to the fire area.

F. notify the security department to the fire area.

g. notify the infirmary to the fire area.

H. notify the department head in the fire area to go to the fire area.

when making the above notice, the operator must explain the fire and the specific location.

5) Wake-up service:

Procedures and specifications:

A. The operator must repeat and confirm every wake-up call from inside the hotel.

B. clearly record the wake-up date, room number, time and recording time, and the number of the attendant on the wake-up log book.

C. input the wake-up request into the computer in time, and check whether the screen and printer records are correct.

D. The night shift operator shall arrange and record the wake-up records in chronological order in the shift book, indicating the person who arranged, entered, checked and signed.

e. before the earliest wake-up time of the day, check whether the wake-up machine works normally and whether the printer prints normally, and notify the information center in time if problems are found.

F. Wake-up service requires accurate time, and the operator should greet the guests kindly and naturally in Chinese and English, telling them that the wake-up time has come.

g. the telephone operator should pay attention to the room numbers that are not answered, inform the room service center of these room numbers in time, and clearly record them in the handover book.

(5) Quality requirements of employees in the business center:

1. Be familiar with the work business and procedures of the department and master the work skills and service skills.

2. outgoing, witty and flexible, able to communicate well with guests.

3. Be conscientious, meticulous and patient.

4. Have a college education program or above and a high level of foreign language, be knowledgeable, and be proficient in English listening, speaking, translation and interpretation.

5. Skilled computer operation and typing skills.

6. Grasp the knowledge and information of tourist attractions and entertainment (such as the location, telephone number, ticket price and consumption level of tourist attractions and entertainment places in this city), and understand the history and geography of China; Familiar with hotel facilities and services.

In addition, as a ticket agent in the business center, he should also maintain good relations with airlines, railway stations and other transportation departments, and be familiar with all kinds of fares and charging standards; Familiar with postal instructions and charging standards at home and abroad; Be familiar with the types and charging standards of newspapers and magazines at home and abroad

A. When an operator transfers a call, he must first listen carefully to the guest's speech before transferring it, and say "please wait a moment". If the guest needs other services such as consulting and leaving messages, he should say "please wait a moment, I will put you through to the XXX department", and the operator must give the guest appropriate instructions during the transfer.

B. Play pleasant music while waiting for the transfer.

C. after the transfer, if the other party doesn't answer the phone, you must explain to the guest half a minute after the bell rings (five times), "Sorry, there is no answer. Do you need to leave a message?" . All calls that need to leave messages for room guests are transferred to the information desk in the front hall. In addition, all messages for hotel management personnel (during non-working hours or when there is no answer in the manager's office) will be clearly recorded by the operator (repeated confirmation) and conveyed to the hotel management personnel as soon as possible by paging or other effective means.

2) Telephone service for answering inquiries and inquiring:

The procedures and specifications for inquiring telephone service are as follows:

A. For commonly used telephone numbers, operators should answer questions quickly to provide quick inquiry service.

B. In case of unusual telephone number inquiry, the operator shall ask the guest to hold the line and wait for a moment, and inquire the number for the guest in the most effective way, and notify the guest in time after confirming that the number is correct. If you need a long time, please leave your phone number. After you find out, contact the guest by phone and tell him.

C. in case of inquiring about the telephone number of a company address, the operator must first ask whether the guest has the telephone number of the company.

D. if a guest inquires about the telephone number of the guest room, the operator should inquire for the guest through the computer when the telephone number at the main desk is busy. But at this time, we should pay attention to the confidentiality of the guests, not to reveal the room number, but to let the guests talk to them directly after the connection.

3) "Telephone Disturbance-Free" service:

A. The operator should record the names and room numbers of all the guests who ask for non-interruption, and indicate the time when they received the notice from the guests.

B. The operator who receives the notice needs to lock the telephone number through the switchboard, and at the same time, inform all the personnel on duty timely and accurately.

C. If the guest requests to cancel the "Do Not Disturb" or the guest who goes out returns to his room, the operator who received the notice should immediately release the locked phone number through the attendant console, and indicate the cancellation symbol and time in the shift book;

D. If the speaker asks to speak to the guest in the room during the period of no interruption, the operator should inform the speaker politely and accurately of the relevant information, and suggest him to leave a message or cancel the "no interruption"

The basic requirements of the operator are as follows:

1) The operator must answer the phone within three rings of the switchboard.

2) When answering the phone, the attendant must be polite, friendly, cheerful and smiling. At this time, although the guest can't see the operator, she can feel her smiling face, because only when smiling, the operator will show politeness, friendliness and pleasure, and her voice and intonation will be sweet, natural and attractive.

3) When you receive a phone call, first report yourself skillfully and accurately in Chinese and English, and use greetings naturally and kindly.

4) when answering external calls, first report the name of the hotel and extend greetings to the guests.

5) When the operator encounters an unanswerable question, he should hand over the call to the foreman and supervisor for handling.

6) When the operator is talking to the guest, the voice must be clear, friendly, natural and sweet, with a moderate tone and normal speech speed (if the tone is too high or too low, the speech speed should be adjusted through training).

7) The operator should be able to distinguish the voices of key management personnel, and when receiving their incoming calls, the operator should give them proper honorifics.

4. Operator service items, working procedures and specifications VI. Front Office

(1) Front Office management system:

1. Employees must obey the arrangement of department leaders in their work. If they have any questions about what the leaders have told them, they need to know them immediately. If they have any suggestions, they must be implemented first and then mentioned later. The "feedback system" must be adhered to in the task execution, and it is not allowed to explain that there is no feedback after the execution.

the employees of the department should have a high degree of team spirit, unite and cooperate with each other, and prohibit any remarks and behaviors that are not conducive to unity.

2. Employees must strictly implement the hotel's attendance system. The working hours refer to the arrival time rather than the punching time. Before arriving at the post, they must go to the department sign-in book to sign in, and sign off after work.

3. The daily shift scheduling is carried out by the foreman or supervisor of each department. If employees have any shift scheduling intention, they must explain it in advance, and they must obey the shift scheduling arrangement in their work. If it is necessary to change shifts, they must obtain the consent of the divisional foreman or supervisor and the parties concerned, and write a written application. It is not allowed to change shifts privately or forcibly, and the shift change of the supervisor needs to be approved by the department manager.

4. The staff in the front office are forbidden to take advantage of their work to accept kickbacks. Once found, they will be dismissed.

5. The staff in the front office must strictly implement the confidentiality system of guest information, and they are not allowed to print or copy the report without the approval of the department manager and hotel leaders. If the report needs to be reprinted because it is not clearly printed, the waste report should be sent to the business center for destruction, and the bellboy should strictly implement the sign-in system when sending the report to each department. If you violate this item, you will be dealt with seriously according to hotel regulations.

6. Borrowers of keys must be approved by department managers and hotel leaders. They are not allowed to make keys without permission. If they violate the rules, they will be dealt with severely according to hotel regulations.

(2) Working procedures of the business center:

1. Copying procedures:

1. Actively and warmly welcome guests and introduce charging standards.

2) Take the original copy from the guest, and select the paper size, number of copies and depth according to the guest's requirements.

3) Position the original copy on the copy plane, check whether the paper to be sent to the carton is ready, and press the copy key.

4) For copies that need to be enlarged or reduced, adjust the size according to the proportion, and check the effect of the first copy. If there is no question, G. Change and adjust the contents of the information column every day to provide relevant service information for the operator.

H. ensure that the telephone room is clean and hygienic.

I. conduct business training for telephone operators, ensure that employees master the telephone work procedures (including emergency alarm procedures) and work skills, cultivate employees' high sense of responsibility, and keep employees' work quality in the best state at all times.

J. periodically check and keep the computer terminal running normally.

K. record all the faults of paging telephone and paging system, and report them to the front office manager immediately if they are found.

L. keep a copy of the BP phone numbers and home phone numbers of all administrative personnel and department managers.

m. evaluate the employees of this department regularly and implement rewards and punishments according to the system.

n. complete the tasks assigned by the front office manager and the management department.

O. when there are important guest reception tasks, remind the staff on duty to pay attention to them and arrange inspections.

p. handle complaints from guests about telephone service.

Q. coordinate the relationship between the switchboard and other departments of the hotel and maintain good communication and contact with all departments.

2) Job responsibilities of switchboard foreman:

A. Be directly responsible to the switchboard supervisor to ensure that the work on duty can be carried out according to the supervisor's requirements.

B. assist the supervisor to make the work plan of the telephone operator in each period, and provide the records, statements and monthly summaries required by the supervisor.

C. report the work situation and problems to the supervisor in time, and make suggestions.

D. Actively put forward constructive opinions on important issues.

e. supervise the service attitude, service quality and labor discipline of the operator on duty.

F. understand the weather conditions of the day and make records.

g. reasonably arrange meals for employees on duty.

H. understand the thoughts of the employees on duty and help them handle various relationships.

3) Job responsibilities of the operator:

A. Receive every call through the switchboard quickly and accurately.

B. answer the questions asked by the guests politely.

C. handle long-distance calls that require manual transfer.

D. know and remember the title, name and housing of "VIP".

e. provide wake-up service for guests.

F. handle telephone charges, and report to the foreman in time if there is any bill evasion or omission.

g. report complaints and other problems to the foreman.

H. Fill in the shift diary carefully and explain the following information to the next shift:

I. Transfer of "VIP" housing and IDD&; DDD situation.

J. Telephone messages.

topic, that is, (2) leave a message to FAXIN, record the time and the name of the person who left the message. Cancel the message after the guest comes to pick it up. . , strict operation. No throwing, no kicking, no dragging of luggage, and other departments and groups are not allowed to occupy or borrow them casually.

(1). Temporary storage of scattered guests' departure luggage and those about to check in, generally do not store scattered guests' luggage that has been picked up for a long time.

(2). Luggage must be registered in accordance with regulations.

(3) regularly clear the overdue baggage (more than two months).

(4) The principle of storing luggage is to put the luggage rack first and then put it on the ground; Put it inside first, then put it outside.

(5). After each shift, check whether the luggage stored in the luggage room is consistent with the records.

(6). The daily shift copies the records of baggage not picked up according to the records of the previous day and the morning, and checks the baggage.

(7). Check the baggage tag of the baggage that has been picked up (that is, the baggage tag of the day that has been cancelled).

(8). Set up a record table for transporting luggage and articles in and out of the baggage room, and make detailed records when entering and leaving the baggage room, such as: time, people, number of entries and exits, name of articles (and group names), so as to ensure that entries are registered and exits are cancelled.

(9). Before picking up the group luggage and leaving the luggage room, first find the group handover form, check the group number and the number of luggage pieces, and then carry it away. Before handing it over to the travel agency, hand it over again, check it clearly, and be aware of safety.

(1). When picking up the individual luggage, you must search according to the records, check the number of the luggage tag and the number of pieces of luggage, and hand them over to the guests without error.

4) Provisions for temporary storage of luggage:

1) The luggage storage room of this department is responsible for valuables, money, inflammable, explosive, easy-to-leak, corrosive and radioactive articles and plants; Will not be kept.

2) The hotel will not be liable for any damage to fragile items, such as glassware, ceramics, bottled drinks and other stored items.

3) In principle, the luggage of hotel guests is not collected.

(4) General computer room service and management:

1. General