6. Summarize and plan the work of the front desk supervisor of the hotel.

Summary and Plan of Hotel Front Desk Supervisor 1

Unconsciously, 20xx years passed quickly, and this year I lived

6. Summarize and plan the work of the front desk supervisor of the hotel.

Summary and Plan of Hotel Front Desk Supervisor 1

Unconsciously, 20xx years passed quickly, and this year I lived a full, busy, happy and growing year. At the end of the year and the beginning of the year, review the past and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders and with the friendly cooperation of colleagues, I have made great progress in my work and study.

The front desk is the window of the hotel, the image of the company, the starting point of service, the first step for customers to contact our hotel and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. Starting from welcoming guests at the front desk, a good beginning is half the battle. So I must do my work carefully.

First of all, smile and be full of energy

We should keep our best image, greet our guests with our best side, and let every guest experience our sincerity and enthusiasm when entering the hotel. Strive to improve the quality of service. Answer every call carefully and make every record. Always pay attention to maintain a good service attitude, warm reception, and skillfully answer every question raised by customers. Smiling, patient and meticulous, warm tips.

Second, pay attention to the habits and preferences of guests.

When guests enter the hotel, we should take the initiative to say hello. When addressing a guest, if you are a regular customer, it is very important to say the guest's name accurately, so the guest will feel respected and valued. If you are a foreign guest, you can explain the local customs to them, introduce them to the locations of stations, shopping malls and scenic spots, and go through the formalities quickly. When the guests go through the formalities, we can pay more attention to the guests and ask them. We also need to collect their living habits, personal preferences and other information to try to satisfy our guests. When they check out, they need a few minutes to inspect the room. Don't let the guests stand, please sit down and wait.

Third, pay attention to etiquette.

When talking with guests, you should keep eye contact with them every once in a while. Smile in front of guests, especially when they criticize us or explain problems. Don't argue with the guests, even if they are wrong, give them the right one. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, say hello when guests come, send a message when they leave, and apologize when they cause trouble. Try to solve the problem for the guests in time, and be anxious for the guests. In my opinion, only by paying attention to details, starting from small things and starting from bit by bit, will our work be even better.

Fourth, focus on the overall situation, regardless of personal gains and losses.

Whether during working hours or during rest time, if the company has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of xx Hotel, I will dedicate my strength to serve the company. At ordinary times, I actively participate in the activities organized by the company, obey the arrangement of superior leaders, and strengthen the feelings between colleagues and the communication between departments.

Verb (abbreviation of verb) communication and cooperation between departments

Front desk, guest room and logistics are like a chain, and the work of each department is very important. Therefore, in the future work, we should strengthen cooperation with other departments, so that we can work more happily, work more efficiently and gain greater benefits. The front desk work is trivial, but we can do everything well as long as we are serious. Therefore, I will do everything more seriously and carefully. I feel very happy to see all kinds of guests coming in and out every day, and to provide them with different services and solve all kinds of problems.

Thanks to the manager for giving me a job opportunity and the company for giving me a platform to exercise myself. I'm very happy that I can take the post of front desk. I'm extremely proud of my work. I really love my post, and I hope I can become more mature and calm when I encounter problems in my future work. In the future, I will learn more telephone skills and etiquette to adapt to the rapid development of the company, make personal work plans, and learn more about the basic situation and business content of the company. In order to continue to lay a solid foundation for better work in the future, we will also strive to create our own glory here!

Summary and Plan of Hotel Front Desk Supervisor Part II

1. Summarizing the work in the first half of the year, because the professional knowledge of receptionists and technicians is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for the receptionist and machine maintenance personnel, improve their professional ability and strengthen their technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.

Secondly, in the past, we made mistakes in some avoidable work details because the standard procedures of the front desk and workshop were not in place and the staff were not very attentive to the work. Therefore, in the second half of the year, managers and employees need to strengthen their sense of responsibility for their work, so that employees can understand the current situation and future planning of the enterprise, as well as the market and future trends, so that employees can realize that their stable work is directly linked to the company's enterprise development, thus making employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of Buick's after-sales service. The receptionist's every move represents the image of Buick's after-sales department, so we will establish a good image for Buick's after-sales department and even the enterprise, which will be recognized by customers, so that our enterprise can continue to grow and develop.

Thirdly, in terms of marketing strategy, Buick's after-sales department has some shortcomings in maintaining loyal customers in the first half of the year, and there is a certain loss when increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we get through the ups and downs of the market and make these customers follow us all the time, truly &; I care about you more than you do. r .

Fourth, price rationalization. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, always make a reasonable maintenance plan from the customer's point of view, save money for customers, and then exceed customer expectations.

In the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to cut costs and save every penny for the enterprise. As a Buick after-sales, you should save on hospitality and daily necessities.

Summary and Plan of Hotel Front Desk Supervisor (3)

Because the professional knowledge of receptionists and technicians is not professional and extensive enough, and the service details are lacking, when they contact with customers, they sometimes can't provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for the receptionist and machine maintenance personnel, improve their professional ability and strengthen their technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.

First, summarize the work in the first half of the year

In the past, we made mistakes in some avoidable work details because the standard procedures of the front desk and workshop were not in place and the staff were not very attentive to the work. Therefore, in the second half of the year, we need to strengthen the sense of responsibility of managers and employees, let employees know the current enterprise situation and future planning, as well as the market and future trends, and let them realize that their stable work is directly linked to the enterprise development of the income company, so as to make employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of Buick's after-sales service. The receptionist's every move represents the image of Buick's after-sales department, so we will establish a good image for Buick's after-sales department and even the enterprise, which will be recognized by customers, so that our enterprise can continue to grow and develop.

From the marketing strategy, Buick's after-sales department has some shortcomings in maintaining loyal customers in the first half of the year, and there is a certain loss when increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend the good times and the bad times in the market, and let these customers follow us all the time and truly "care about you more than you".

Rationalize the price. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, always make a reasonable maintenance plan from the customer's point of view, save money for customers, and then exceed customer expectations.

In the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to reduce expenditure and save every penny for the enterprise. As a Buick after-sales, you should save on hospitality and daily necessities.

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 form a good habit of saving electricity and water, stop waste in time when it is found 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.

Second, the second half of the work plan

I think the work of the hotel front office 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;

Participate in the reception work in the front office once, 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;

Summary and Plan of Hotel Front Desk Supervisor Part IV

I think the work of the hotel front office 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 of fire safety in this department &; L Sany & R work, do daily inspection, weekly training and monthly drill, and make corresponding records;

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

Participate in the reception work in the front office once, 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. Guest investment is mainly divided into:&; I'll complain myself. R & ampl telephone complaints &; R & ampl's written complaint &; R three kinds, the hotel mainly complains 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.

Summary and Plan of Hotel Front Desk Supervisor Part V

Saying goodbye to the old and welcoming the new, the work will also enter a new stage to improve the shortcomings in the previous work. In the new year, we must provide better service. So how to improve the quality of service is also a problem that I often think about. Reception at the front desk is a face-saving job of the hotel, which can directly reflect the cultural quality of the hotel. Therefore, I made a 20-year work plan for the hotel front desk:

(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;

Participate in the reception work in the front office once, 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. Guest complaints are mainly divided into "face-to-face complaints", "telephone complaints" and "written complaints", and 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, it is necessary to inform the superior leader, make corresponding solutions with the leader, and then solve them for the guests. 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, and put forward your own ideas to solve the problem for the guests, 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.

In short, in the new year, I hope to help the hotel development to a new level with my meager strength and active work.

Summary and Plan of Hotel Front Desk Supervisor Part VI

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.

First, strengthen employees' sales awareness and skills, and improve 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. 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 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 reception desk, employees should try their best to retain the guests, strive for the occupancy rate of the hotel as much as possible, and improve the economic benefits of the hotel.

Two, strengthen the management of all kinds of statements and customs declaration data.

This year is the Olympic year, so people from all over the world will come to China. Facing the sudden "attack" from people all over the world, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, our duty meeting strictly requires the reception desk to do a good job of registration and uploading. The reception desk will register each 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.

Third, 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.

Fourth, 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.

Five, 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.