Monthly work schedule of hotel front desk

First, strengthen the business training of employees and improve their comprehensive quality.

Every member of the lobby is the image window of the hotel. Not only must the overall image stand the test, but also the business knowledge and service skills reflect the management level of a hotel. If you want to keep your business knowledge and service skills on the same basis, you must do a good job in training. If the training is successful,

Failing to keep up will easily lead to employees' low work enthusiasm and lax business level. Therefore, their own plans will provide necessary weekly training according to the progress and application of employees' business acceptance, and the training methods are mainly biased towards 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.

Second, strengthen employees' sales awareness and skills to improve the 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 Due to the outdated hardware facilities in the hotel, engineering problems often affect the normal service to guests.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 practical skills of housing sales, and at the same time instill instructions from hotel leaders, emphasizing that employees should try their best to retain guests as long as they are at the reception desk, strive for the occupancy rate of the hotel as much as possible, and improve the economic benefits of the hotel.

Three, strengthen the management of various reports and customs declaration data.

This year is the Olympic year. Because of the Olympic Games, people from all over the world will come to China. Facing the sudden "attack" of people from all corners of the country, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, we will strictly ask the front desk to do a good job of registration and uploading. The front desk will check in every 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.

Fourth, 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.

Five, keep the habit of communication with employees, in order 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.

Six, 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.

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20xx is a year for hotels to further improve economic benefits, generate income and create profits. The front office will conscientiously implement the overall requirements of the hotel's annual work, and combine the characteristics of our work to formulate the main points of this year's work as follows:

First, the guiding ideology:

Actively carry out practical and effective work, adhere to the concept of "based on enterprises and serving enterprises" as a guide, take the road of comprehensive, coordinated and sustainable development, tap potential and increase efficiency, do a good job in internal management, comprehensively improve work efficiency, gradually improve departmental management level and service quality, build a United, harmonious and healthy working environment, and realize standardization, institutionalization and normalization of departmental management.

Second, the internal management:

1. Formulate and implement the detailed rules and implementation methods for the daily inspection of the front office, and realize the comprehensive and standardized operation of each post through clear quality standards and strict inspection system.

2. Strengthen the pre-control, on-site control and post-control of the quality of work in the workplace, pay attention to detailed service, pay attention to the needs of guests, pay attention to the feelings of guests, and ensure to provide "active, enthusiastic, accurate and rapid" service for guests.

3. Plan employees' career, gradually try out the post rotation of employees in the front desk, business center and switchboard area, enrich employees' work experience, increase employees' work skills, improve employees' interest in work, and build a compound talent with multiple skills.

4, improve all kinds of form records, data analysis, operating procedures and other work, so that accounts can be checked, evidence-based, rules-based.

5. Continue to collect and sort out customer files, provide intimate, personalized and customized services for guests, increase materials and provide guarantee.

6. In terms of energy saving and consumption reduction. Strengthen the maintenance of facilities and equipment to prolong the service life; The front desk saves the use of orders, registration forms, room cards, key bags, etc. If there are mistakes, use correction fluid first and then use it to reduce the waste caused by personal reasons; After 0: 00 pm, there is always a chance to close a switchboard to save energy; Business center can use waste paper instead of new paper, and can use express paper instead of copy paper.

7. Pay attention to safety awareness and implement the hotel safety rules and regulations and the relevant provisions of the public security department.

Third, foreign sales.

1 and 20xx door-to-door customer sales tasks shall be studied and formulated separately according to the actual completion of 20xx and the internal and external market environment of the hotel.

2. Take the newly-added area of 17- 19 as a selling point to improve the personal occupancy rate of the hotel, make full use of the hotel sales policy to increase the intensity of selling houses, and ensure that the rights are not exceeded and offside.

3. Strengthen the outreach work to railway passenger transport offices, long-distance bus stations, taxi companies and other units, and strive to achieve the sales effect of win-win cooperation.

4. When serving the door-to-door guests, train the front desk staff to pay attention to the words and deeds of the guests, identify the identity of the guests and the nature of the hotel, choose the correct sales target, and flexibly use the sales language skills such as approach, selection, turning and borrowing to achieve the sales purpose.

5. Hold regular customer experience exchange analysis meetings in the front desk area to study customers' consumption psychological orientation and sales skills. At the same time, establish a sound assessment mechanism, rank according to performance every month, and analyze the reasons for improvement.

6, often organize the relevant personnel of the department to collect and understand the information of tourism, hotels and their corresponding industries, grasp the trend of their operation and reception services, and provide comprehensive, true and timely information for hotels in order to formulate marketing strategies and flexible promotion plans.

Fourth, staff training.

1, establish the idea that "training is to give employees welfare", clarify the training objectives, formulate strict training systems and plans, and establish employee training files.

2, combined with the actual situation of each district, in view of the weak links in the work, targeted to carry out all kinds of service skills training, so that employees can master new technologies and methods in time, improve technical level and work efficiency, and adapt to the requirements of hotel work.

3. Pay attention to the training of ideological education such as professional ethics and safety precautions, establish the attitude of employees as masters, stimulate their work enthusiasm, improve their comprehensive quality, and enhance their sense of mission, responsibility and enterprise cohesion. Model essay on hotel front desk work plan

4. Always adhere to the long-term goal of our hotel, pay attention to the cultivation of advanced and reserved talents, prepare more and richer intellectual resources for the development of the hotel, promote the development of the hotel and improve its competitiveness.

5. Use training methods such as lectures, audio-visual, discussion, operation demonstration and case analysis to increase employees' interest in the training content, improve employees' understanding of the training content, facilitate employees to remember the training content and promote employees' internalization of the training content.

Verb (abbreviation of verb) saves energy and reduces consumption to create benefits.

1. Strengthen the management of water, electricity and gas in the dormitory.

It is necessary to strengthen publicity and education, infiltrate the concept of "advocating economy, opposing waste, opening up sources and reducing expenditure" into employees' minds, enhance employees' awareness of saving, and strengthen management in this regard. In the use of water, electricity and air conditioning, we should open up according to the actual situation, strengthen supervision and inspection, put an end to the phenomenon of "long running water, ever-burning lamps and long air conditioning" and strengthen the management of employees' bathhouses. It is forbidden for outsiders to take a bath in the bathhouse and employees to wash clothes in the bathhouse.

2. Strengthen the management of hotel office supplies, clothing and labor insurance supplies.

We will refer to the previous relevant standards and regulations, reorganize and formulate the standards for the collection period and quantity of office supplies, clothing and labor insurance supplies in various departments according to the actual situation, improve the collection procedures, do a good job of billing as required, ensure that the accounts are consistent with the facts, and properly keep the warehouse items to prevent deterioration and damage.

3. Strengthen the management of vehicle boarding cards and telephones.

Establish a vehicle use system, implement a vehicle dispatching system, prohibit unauthorized use of vehicles and vehicle detention, strengthen vehicle fuel consumption, maintenance management and vehicle maintenance, ensure the safety of hotel-led vehicles and vehicles, and implement a strict management and registration system for boarding cards and long-distance calls to prevent private use.

Six, internal and external coordination, promote efficiency

The reception window of the general hotel is in contact, contact and coordinate with various functional departments and units of the society. This year, we will make use of the existing diplomatic resources, continue to strengthen ties with relevant departments, and create a good external development environment for the hotel's operation and development.

At the same time, according to the functions of the department, our department will pay attention to the connection and coordination of the work of all departments and offices in the store, coordinate and solve some affairs delayed by improper connection, supervise the implementation of various measures and decisions of the hotel, and prepare the minutes of monthly work meetings, so that the work of all departments in the hotel can be arranged every month and acted every day.

VII. Promotion of Guangming Brand

1. Improve the writing level and quality of documents and materials, complete the drafting, printing and sending of all kinds of documents and materials in the hotel in time, strengthen file management, establish a file management system, and properly keep the archived materials and documents without damage or loss.

2. Timely publicize and report the typical deeds of the hotel, increase the publicity of the hotel, vigorously publicize the advanced models emerging in the construction of three civilizations, and vigorously promote the hotel to establish a good external image of the hotel and improve its visibility.

In a word, in the new year, all the staff in the office will work hard for the development and take-off of the hotel with a new starting point, a new image and a new work style, under the correct leadership of the hotel and in close cooperation with various departments!