March work plan for hotel front desk supervisor

The pace of time is silent. It passes by inadvertently. We will usher in new joy and new harvest. Let’s make a plan for future work. But what kind of plan is suitable for you? The following is the March work plan for hotel front desk managers that I have compiled for you. It is for reference only. You are welcome to read it.

Saying farewell to the old and welcoming the new, the work will also enter a new stage and improve the deficiencies in the past work. In the new year, we must provide better services, so how to improve the quality of service, this is what I am doing Something I often think about is that reception at the front desk is the hotel’s face job, which can directly reflect the hotel’s cultural quality. Therefore, I have specially formulated the hotel front desk work plan for 20xx:

⑴Assist the manager in the overall operation of the front office, make reasonable arrangements for personnel, and arrange the accommodation of store employees;

⑵ Be able to hold 3 regular meetings on time every day, and raise the shortcomings of the day's work in the regular meetings, and take corresponding countermeasures in a timely manner. At the same time, you must summarize the day's work and keep records;

⑶ Develop in-store work schedule. Let the front office staff work according to the work schedule for the day and mark important things on the work list. The purpose of formulating an in-store work schedule is to better understand the work tasks of the day, which can also reflect the transparency and work progress of the work;

(4) Master the daily passenger flow and turnover, and analyze the weekly passenger flow and turnover Make statistics on monthly passenger flow and formulate corresponding marketing plans. At the same time, compare the turnover between weeks and months to find out the shortcomings and make summary and corresponding countermeasures;

⑸ Do a good job in the "Three Ones" work of the department's fire safety, including inspection every day, training every Monday, drill every month, and make corresponding records;

⑹ Supervision and delivery service . Implement the service procedures and meet the reasonable requirements of the guests;

⑺Participate in the reception work in the front office, record the problems discovered during the work, and make corresponding improvement plans;

⑻Develop a training plan. Properly conduct a series of trainings for employees to further strengthen problems discovered at work to avoid them from appearing in future work. Assist employees to establish correct values ????and hotel ethics;

⑼Work closely with the front desk cashier to record daily turnover. Master the use of reserve funds on the day, reasonably arrange change, and ensure the normal checkout of cashiers;

⑽Handling of customer complaints. Guest complaints are mainly divided into three types: "face-to-face complaints", "telephone complaints" and "written complaints". Hotels mainly complain in person. No matter what kind of complaint you make, you must stand from the customer's perspective. First, you must gain emotional favor and trust. If the customer's request can be resolved face to face, resolve it immediately. If it cannot be solved, notify the superior leader and make corresponding solutions with the leader before solving the problem for the customer. If there is a complaint from a designated person, you must first understand the situation with the person concerned. If the problem can be solved within your own authority, you will solve it yourself. If it exceeds your ability to work, you should immediately ask your superiors for instructions, report the situation truthfully, and communicate with the leader Discuss the solution, put forward your own ideas, solve the problem with the guest internally, and inform the guest of the handling opinions of the designated complaint person, and then apologize to the guest, and do not let the guest take away the dissatisfaction. Such customer complaints must be handled in a win-win situation between the interests of the company and the interests of the customers.

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