Year-end work summary and plan of the front office department

We need to summarize how the front office has done this year and plan the work for next year. The following is the "Year-End Work Summary and Plan of the Front Office Department" compiled by me for everyone. It is for reference only. You are welcome to read it. Year-end work summary and plan of the front office department (1)

The year 20xx has passed. During this year, with the joint efforts of the top and bottom staff, the operating performance of xx Hotel has been greatly improved. . The lobby has been updated and renovated to make the hotel's service items more complete. At the same time, broadband has been installed in xx guest rooms to meet the needs of more business guests. All these bring vitality and hope to the hotel. The updating of hotel equipment, improvement of service items, and further improvement of staff service standards have given our hotel a high reputation in the hotel industry. All of these are inseparable from the effective management of store-level leaders and the efforts of employees in various departments of the hotel. Therefore, the hotel pays more attention to the spiritual civilization construction of its employees. This year, despite the constant replacement of personnel in the front office department, all employees were still able to overcome difficulties, unite and forge ahead, and successfully complete various reception tasks assigned by the hotel. ** *We received x VIP groups and held numerous x meetings. We were well received by the guests during the entire reception process. In the past year, the front office has done the following tasks:

1. Instill in employees the concept of increasing revenue and reducing expenditure ", increase revenue and reduce expenditure" awareness, and control costs

"Increase revenue and reduce expenditure, increase revenue and reduce expenditure" is the unwavering pursuit of every enterprise. The front office employees actively responded to the hotel's call and carried out conservation and expenditure activities. Control costs. In order to save costs, the front office department purchased plastic baskets to hold the team's keys, which reduced the use of key bags and room cards and saved the hotel money (originally, no matter whether it is a group or individual guest, each room must fill in the room card And using key bags, by not using room cards and key bags in team rooms, the cost is greatly saved. There are more than xx team rooms every day, which can save a large amount of money a year); the business center uses expired reports to print drafts paper; urge hotel employees to save water and electricity; control office supplies and make good use of every piece of paper and every pen. Through these controls, the front office department can make its due contribution to the hotel's revenue generation.

2. Strengthen business training and improve employee quality

As the front office of the hotel, every employee must directly face the guests, and the employee’s work attitude and service quality reflect The service level and management level of a hotel must be improved, so the training of employees is the focus of our work. This year, we have formulated detailed training plans for five branches: for the switchboard, we conduct telephone answering language skills training; for the luggage department Training on baggage delivery and storage services; receptionist etiquette and house sales skills training; especially a month-long foreign language training for all front office employees in July this year, laying a certain foundation for this year's star review review , only through training can employees further improve their business knowledge and service skills, so as to better provide guests with high-quality services.

3. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate with the department to solve the problem to avoid the deterioration of the matter, because everyone The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

4. Strengthen the sales awareness and sales skills of employees and increase the occupancy rate

The front office department actively promotes the sales of individual guest rooms according to market conditions. This year, the hotel has launched a series of Room promotion plans such as fan rooms, points cards, vouchers, thousand-yuan cards and other promotional activities. The receptionist flexibly controls the room price according to the hotel's preferential policies and the market conditions and occupancy conditions of the day. Individual guests at the front desk have obvious benefits. Increase, the occupancy rate has increased, the receptionist emphasized: "As long as the guests come to the front desk, we must try our best to let the guests stay" to strive for more occupancy rates.

5. Strengthen the management of various reports and customs declaration data

The front desk will check in for each guest in accordance with the regulations of the Public Security Bureau, and input it into the computer. The information of overseas guests will be passed The hotel's customs declaration system promptly reports to the National Security Bureau's Exit and Entry Management Section, conscientiously implements the notices issued by the Public Security Bureau, and reminds each guest to store their valuables. A dedicated person is assigned to be responsible for all reports and data in the front office, who will classify and archive the reports and report them monthly. Comparing the guest room revenue in 20xx with the guest room revenue in 20xx, the occupancy rate has increased, but the revenue has decreased by RMB. The main reason is that the vicious competition among the hotel industry has led to a decrease in the average room price, an increase in the occupancy rate, and a decrease in revenue. Room summary is attached.

The results are gratifying, but we are also deeply aware of the shortcomings:

1. Lack of flexibility and initiative in service;

2. The aging equipment of the switchboard causes poor lines and often causes complaints from customers;

3. Some new employees are not proficient in operating their jobs;

4. Copiers and printers in the business center Aging and poor copying and printing effects directly affect the business center's income.

According to the hotel’s new sales targets and tasks for the business department, 20xx is an important year for the front office department. In order to cooperate with the sales department to complete the tasks, a 20xx work plan has been formulated:

1. Continue to strengthen training, improve the overall quality of employees, and improve service quality;

2. Stabilize the workforce and reduce employee mobility;

3 , "hardware" aging and "software" supplementation, by improving service quality to make up for the shortcomings of aging equipment;

4. Improve the sales skills of front desk staff, increase the occupancy rate of individual guests, and strive to complete the tasks assigned by the hotel Sales tasks. The new year is about to begin. All front office staff will provide guests with the best quality services with a new spirit and practical actions, and implement the purpose of "guests first, service first". Year-end work summary and plan of the front office department (2)

Unknowingly, I have been working in this hotel for a year. From the beginning of getting to know the front desk to now being independent, I believe that there is a In addition to my own dedication and hard work, I also received the training that I received from leaving the hotel, as well as the support from senior employees and leaders. I have learned a lot in one year. The well-known business motto in the service industry, "The customer is always right," has been taken to the extreme here.

In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements as long as they do not violate the law or violate morality. Therefore, employees will be instilled in the induction training: "The customer is never wrong, it is only us" and "Only sincere service can bring smiles to the guests." I have always believed that the customer is God, and I have always tried my best to provide the best service possible. The work of the hotel front desk is mainly divided into reception, room sales, check-in registration, check-out and fee settlement. Of course, this also includes answering guests' questions, helping guests handle service requests, telephone transfer and other services. The front desk of the hotel is divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and promote, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly. During this year, I mainly did the following work:

1. Strengthen business training

Improve their own quality. As the front office of the hotel, every employee must face it directly. The work attitude and service quality of guests and employees reflect the service level and management level of a hotel, so employee training is the focus of our hotel's work. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, as well as foreign language training.

Only through training can I further improve my business knowledge and service skills, so that I can better provide customers with high-quality services.

2. Strengthen my sales awareness and sales skills

Improve the occupancy rate. The front office department actively promotes the sales of individual guest rooms according to market conditions. This year, the hotel has launched a series of In the guest room promotion plan, the receptionist flexibly controls the room price according to the market conditions and the occupancy situation of the day in addition to the hotel's preferential policies. The number of individual guests at the front desk has increased significantly, and the occupancy rate has improved. The receptionist emphasized: "As long as the guests who come to the front desk , we must try our best to let guests stay" and strive for more occupancy rates.

3. Pay attention to the coordination between various departments

The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination depends on the work. Lieutenant General was greatly affected. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate and solve it with the department to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

4. Consider how to make up for the mistakes made by colleagues and departments

Ensure that guests check out in a timely manner and satisfy the guests. The front desk cashier is the last department that guests come into contact with before leaving the hotel, so they usually complain to us about various hotel services during checkout, and these problems are not caused by the cashier. At this time, it is most taboo to blame or blame the department that caused the difficulty. Or an individual, the most undesirable thing is to "hang up the matter if it has nothing to do with it". Not only can it not make up for the fault, but it will make the guests doubt the management of the entire hotel, thereby deepening the guests' distrust. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thereby changing the initial bad impression and even establishing a close and mutually trusting customer-self relationship. Although a sword is sharp, it will continue to be sharpened if it is not sharpened.” Only by moving forward can we reach a sky where we can spread our wings! Brothers and sisters of xx, work hard for our tomorrow! Year-end work summary and plan of the front office (3)

In a blink of an eye I have been working in xxx for more than And give a brief overview of the work plan for 20xx

1. On-site management of the catering floor

1. Etiquette and politeness require repeated practice in regular meetings every day, and employees must use polite words when meeting guests. In particular, the desk clerk in the private room is required to respond to every call and apply etiquette and politeness to every aspect of the work. Employees should supervise each other and make progress together.

2. Before work. Insist on the inspection of appearance. Those whose appearance is unqualified must be sorted out before they can be put on the job. If there are any problems with appearance on the job, correct them immediately. Supervise the use of polite etiquette and cultivate a good attitude among employees.

3. Strictly focus on positioning and service awareness, improve service efficiency, make reasonable arrangements for waiters when there are many customers in the restaurant, clarify their respective work contents, and carry out division of labor and cooperation

4. Hygiene management, requirements. When cleaning staff see any foreign matter or dirt, they must clean it immediately. Hygiene in each area requires cleaning twice a day. The surface of the sofa, the surroundings, the dining table, the floor, the desktop, and the countertop must be dust-free and free of water stains, and items must be placed neatly. < /p>

2. Daily management of employees

1. New employees are an important part of the restaurant staff. Whether they can quickly integrate into the team and adjust their mentality will directly affect service quality and team building. We conduct special training based on employee characteristics and entry status, with the purpose of adjusting the mentality of new employees, understanding the particularities of the catering industry, making new employees fully mentally prepared, and accelerating their integration into the catering team working group.

2. Pay attention to the growth of employees, always pay attention to the mentality of employees, require them to maintain good working conditions, organize employees to study from time to time, conduct assessments on employees, check the effectiveness of training, and make up for deficiencies in a timely manner , and improve the training plan, and regularly talk to employees every month to do ideological work to understand and solve problems found at work.

3. Actively communicate and grasp customer source management

In order to further stabilize the customer source, enhance customer loyalty to xxx, maintain and enhance the company's good operating situation, all departments have actively played , marketing and promotion functions, and start to carry out work from the following aspects:

1. Regularly contact the directors of each unit and high-spending customers by telephone, and conduct on-site visits to the directors of each unit and high-spending customers , understand the reasons for not consuming or consuming less in the recent period, and keep records, and make rectifications in a timely manner at the company's organizational department meeting.

2. In order to further reflect the company's humanized service, each department promptly presents flowers or cakes to guests who come to the store to celebrate their birthdays, such as major consumer customers: xxx, etc.

3. In order to reflect the company's emphasis on regular consumers, managers from various departments will promptly provide feedback on the development and launch of new dishes to regular consumers, and invite guests to taste it for free and provide valuable opinions.

4. Improve the labor and employment system and training system, and improve the quality of employees

1. Strict labor and employment system, each department recruits new employees, those who meet the conditions will be selected on the basis of merit, and those who do not meet the conditions will be selected We will reject them without mercy and ensure the quality of recruitment. At the same time, superior leaders go deep into employees to find talents, and focus on educating employees who violate company regulations. Those who repeatedly correct their mistakes will be punished and dismissed.

2. Improve the training system. In order to achieve the expected results of the training, General Manager xxx first made it clear that the training must be "purposeful", "practical" and "timely". Secondly, a training group was set up, a training plan was formulated, and a combination of theory and practice was adopted. The theory was trained by me, and the practice was trained by General Manager xxx. Training is carried out in phases and in batches in a way where the old lead the new, for example: once a month management training, safety and health training, once a week promotion training, service knowledge, service skills training, etc.

5. Strengthen internal management

1. Actively carry out training on various rules and regulations, service skills, health knowledge and fire protection knowledge, and standardize daily and monthly employee meetings At the meeting, it was decided to clean up all employees every Monday, strengthen management work, improve employee quality, and change the lazy work habits of a few employees.

2. The business policy of catering mainly based on local wild vegetables and fungi has been formulated, and has been well received by guests.

3. The dormitory hygiene responsibility system has been implemented, and responsibilities have been assigned to people, which has changed the original messy situation. In particular, the hygiene in the dormitory public areas has been significantly improved, and duty managers and foremen have been arranged to inspect the dormitories. Internal and external hygiene.

6. Improvements in employee welfare

1. Improve employee meals, formulate weekly recipes, carefully prepare them and listen to employee feedback to actively improve.

2. After work, the company leaders organize all employees to go out for fun and carry out cultural activities. Through a series of activities, they strive to create a harmonious atmosphere of unity and cooperation. Strengthen employee team spirit, on the one hand enrich employees' spare time life, on the other hand enhance employees' sense of belonging and collectiveness.

7. Main problems existing in the work

Although the work of various departments has achieved good results in some places, there are still many problems and weak links, which are mainly reflected in the following: :

1. The daily work process of the kitchen department needs to be further standardized. Due to the slow serving time and inconsistent food production standards, the dishes are not refined enough, and complaints occur from time to time.

2. The implementation of targeted training methods and intensity for employees on duty is not enough, and calls for service still occur from time to time.

3. Department management lacks strength and effective methods, resulting in more daily violations of disciplines and violations by employees

4. The work process is not detailed enough, and work arrangements are sometimes unreasonable. When there is a lot of work, the priority is not very clear.

5. There is sometimes a lack of communication between departments, and problems often arise after something goes wrong.

6. External marketing needs to be strengthened: sometimes the reception work is not careful enough, the details are not paid enough attention to, and the issues considered are not comprehensive enough.

7. Sometimes due to inaccurate grasp of external information, the company's overall marketing and reception are affected. We must be careful and meticulous in future work to avoid this. Able to grasp information in a timely manner to reduce work errors.

8. Work plan for 20xx

(1)

1. Do a good job in internal personnel management, and achieve strict management systems and clear division of labor.

2. Based on the existing regular meetings, further deepen the content of the regular meetings, improve the depth and breadth of the discussions, and turn the service quality seminar into a communication platform for all waiters to learn from each other and share services Experience, stimulate ideas.

3. We will innovate and improve services based on the existing service levels. Focus on service details and humanized services, improve the quality of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily services, establish high-quality service windows, create service highlights, and select service stars.

4. The responsibility for the management of items must be assigned to one person, and there are rules to follow, well-documented, enforced, and supervised.

5. Increase efforts to maintain member customers.

6. During the company’s off-season, strengthen the marketing efforts of each department, do a good job in hospitality, and ensure service quality.

(2) Planning for the overall management and operation of each department

1. Strict management system and employment training system, clearly define job assessment levels, enhance employees’ awareness of competition, improve personal quality and Work efficiency.

2. Strengthen employee efficiency management, strengthen cost control, and save expenses. Train employees to develop good conservation habits, use water and electricity rationally, and promptly stop waste when found and strictly implement relevant penalty systems.

3. Strengthen the coordination relationship between departments.

4. Pay attention to food safety and hygiene, and do a good job in various safety management.

5. Carry out multi-channel publicity and promotional activities to increase membership rates.

Finally, I believe that under the correct leadership of General Manager xxx and the full cooperation of all departments, this year's work can reach a new level. I also wish all my colleagues a happy New Year and smooth work.