Three examples of excellent templates selected for operator's work plan

If the operator's work wants to reflect the value of the work, he must have a plan. You can write down your work plan for the next stage. Are you still worried about how to write the relevant work plan? Here are three related reference materials that I share with you, and examples of excellent templates selected by operators' work plans for your reference. You are welcome to read them.

Operator's work plan 1 1. After receiving the customer's phone call, carefully complete the telephone entrustment business, and strive to have no accidents, errors and back calls.

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

3, always maintain a warm attitude, enthusiastic service for users, enthusiastic attitude, clear words, responsible for every call, until customer satisfaction.

The most basic requirements for answering the phone: speed, accuracy, fluency and fluency are all summarized in the work plan.

Responsibilities and operation procedures of hotel front desk:

K. wake-up call.

The length keeps the room clean and sanitary.

2, general computer room staff quality requirements:

Telephone service plays an important role in hotel guest service. Operators must provide services to their guests with warm attitude, polite language, sweet voice, skillful skills and strong physique. It can be said that the telephone is the bridge of customer service, and the operator is the waiter behind the scenes, only listening to its sweet voice, but not its smiling voice. Therefore, the operator must have good quality.

1) clear teeth, sweet language, no chronic diseases of otorhinolaryngology.

2) Write quickly and react quickly.

3) Study hard and have a good memory.

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

5) Have hotel telephone service or similar working experience and be familiar with telephone service.

6) Familiar with computer operation and typing.

7) Grasp the knowledge and information about tourist attractions and entertainment.

8) Strong communication skills.

3, the basic requirements of transportation services:

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

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

4) Handling of alarm calls:

A, received a call from the fire, to clearly understand the fire and the specific location.

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

Inform the resident manager to go to the fire zone.

Notify the engineering department to the fire zone.

Notify the security department to the fire zone.

Notify the infirmary to the fire zone.

H, notify the fire department leaders to go to the fire area.

When issuing the above notice, the operator must explain the cause and specific location of the fire.

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, recording time and telephone number in the wake-up notebook.

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

D, night shift operators should sort out the wake-up records in chronological order in the shift book, indicating the sorting, inputting and checking personnel and signing them.

E. Before the earliest wake-up time in a day, check whether the wake-up machine works normally and whether the printer prints normally. If problems are found, inform the information center in time.

F, the wake-up service needs accurate time, and the operator should greet the guests in Chinese and English in a friendly and natural way, and inform the guests that it is time to wake up.

G, the operator should pay attention to check the room number, so as not to wake anyone, and inform the room service center of these room numbers in time, and record them clearly in the shift book.

(5) Quality requirements of business center personnel:

1, familiar with the department's work business and workflow, and master work skills and service skills.

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

3. Work hard, seriously and patiently.

4. College degree or above, high level of foreign language, profound knowledge, proficient in English listening, speaking and translation.

5. Skilled computer operation and typing skills.

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

The operator's work plan 2 will enter a new year-XX year in a blink of an eye. The new year is a year full of challenges, opportunities and pressures, and it is also a very important year for me. I have been working for four years. The pressure of family, life and work drives me to work hard and study hard. Here, I have made a work plan for this year in order to make greater progress and achievements in the new year.

First, be familiar with the company's new rules and regulations and business development.

The company is constantly reforming and has made new regulations, especially arranging professional legal personnel to assist in litigation business. As an old business person of the company, we must set an example and do our best to carry out business work while observing the company's regulations.

1, the first quarter mainly focused on the development of litigation business. Develop litigation business according to the existing old customer resources, develop all customers who may have litigation needs, and arrange legal experts to meet and negotiate for customers who have the intention to cooperate. During this period, at least two lawsuits were brought, and the agency fee was more than 80,000 yuan (40,000 each). While conducting litigation business, we will not lose all kinds of business assigned by these customers, keep regular contact with these customers and report the progress of business assigned by these customers in time.

In the second quarter, we mainly engaged in trademark and patent business. Develop customers by going to professional markets, attending professional trade fairs, surfing the Internet, making phone calls, visiting strangers and other business development methods, strengthen contact with old customers, and form a customer group with business cycle. In this way, the agency fee will increase by 48,000 yuan (not less than 65,438+200,000 yuan per month). While vigorously exploring the market, we will not lose all kinds of business assigned by these customers, keep in regular contact with these customers and report the progress of business assigned by these customers in time.

The "Eleventh" and "Mid-Autumn Festival" in the third quarter, as well as the unlimited business opportunities brought by the xx Olympic Games, made a good start for the second half of the year. Moreover, with the relative improvement of my professional knowledge and comprehensive ability in high-end business, I will develop the customers whose large enterprises meet the requirements of "China Famous Trademark" or "Guangdong Famous Trademark". Customers who are interested in cooperation can arrange business managers to meet and discuss, and strive to sign a "famous trademark in Guangdong Province", and the undertaking cost is more than 75,000 yuan. While developing well-known trademarks and well-known trademark business, we should not lose all kinds of businesses assigned by these customers, keep in regular contact with these customers and report the progress of these assigned businesses in time.

The fourth quarter is the end of the year. At this time, we should fully safeguard the business situation assigned by our old customers. First of all, we should gradually understand the development of potential customer resources among old customers, find out loopholes, put forward feasible suggestions in a targeted manner, and strive to achieve the most comprehensive intellectual property protection for customer companies. The agency fee is at least 6,543,800 yuan per month.

Second, make a study plan.

Learning is very important for business people, because it is directly related to the pace of a business person advancing with the times and the vitality of business. I will adjust my study direction according to my needs and replenish new energy. Professional knowledge and comprehensive ability are all things I want to master.

Third, enhance the sense of responsibility, service and team.

Take the initiative to do the work to the point and implement it to people. I will try my best to reduce the pressure on leaders.

The above is my work plan for xx years, which may be immature. I hope the leader will correct me. The train runs very fast on the headband, hoping to get the correct guidance and help from the company leaders and department leaders. Looking forward to xx, I will work harder, treat every business seriously and responsibly, and strive to win opportunities to seek more customers, win more orders and improve my business. I believe that I will complete new tasks and meet new challenges in xx years.

1. After receiving the phone call from the customer, carefully complete the business of accepting the phone call, and strive to make no accidents or mistakes, and put an end to the phenomenon of transferring the phone.

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

3, always maintain a warm attitude, enthusiastic service for users, warm attitude, clear language, call to the end, until the customer is satisfied.

The most basic requirements for answering the phone: fast, accurate, clear and good, are the summary of all the contents of the work plan.

Responsibilities and operating procedures of hotel front office

K. wake-up call.

The length keeps the room clean and sanitary.

2, the total room staff quality requirements:

Telephone service plays an important role in hotel customer service. The operator must serve the guests with warm and polite language, sweet voice and skillful skills. It can be said that the telephone is the bridge of customer service, and the operator is the behind-the-scenes waiter who "only listens to his sweet voice, not his smiling voice". Therefore, the operator must have good quality.

1) clear teeth, sweet language, no chronic diseases of otorhinolaryngology.

2) Write quickly and react quickly.

3) Hard work and strong memory.

4) Strong listening and speaking skills in foreign languages, able to provide telephone services 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) Grasp the knowledge and information about tourist attractions and entertainment.

8) Strong information communication skills.

3, the basic requirements of transportation services:

Telephone service plays a very important role in hotel customer service. Every operator's voice represents "the image of the hotel". The operator must provide services to the guests with warm attitude, polite language, sweet voice, skillful skills and high-quality and efficient service. Let the 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 alarm call, you should know the fire and the specific location.

B. notify the general manager to the fire area.

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

D. notify the engineering department to go to the fire area.

F. notify the security department to go to the fire area.

G. notify the infirmary to the fire area.

H inform the person in charge of the fire area department 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 waiters in the wake-up log. 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 record the wake-up record in the shift book in chronological order, and indicate the sorting, entry, check and signature.

E. Before the earliest wake-up time in a day, check whether the wake-up machine works normally and whether the printer prints normally. If problems are found, inform the information center in time.

F. Wake-up service requires accurate time, and the operator should greet the guests in Chinese and English kindly and naturally, and tell them that it is time to wake up. G. The 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 on the handover form.

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

1, familiar with the department's work business and workflow, and master work skills and service skills.

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

3. Work hard and be patient.

4. Have a college degree and a high level of foreign languages, be knowledgeable, and be proficient in English listening, speaking, translation and translation.

5. Skilled computer operation and typing skills.

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

In addition, as a ticketing agent in the business center, we 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; Familiar with the types and charging standards of newspapers and magazines at home and abroad

A. When transferring a call, the operator must listen carefully to the guest's speech before transferring, and say "please wait a moment". If the guest needs other services such as consultation and message leaving, he should say "Please wait a moment, I will transfer you to XXX Department", and the operator must give the guest appropriate instructions when transferring.

B. Play pleasant music while waiting for 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, the phone doesn't answer. Do you need to leave a message? " . All calls that need to leave messages for room guests are transferred to the front desk. In addition, all messages to hotel management personnel (during off-hours or when no one answers in the manager's office) will be clearly recorded (repeatedly confirmed) by the operator and conveyed to hotel management personnel as soon as possible by paging or other effective means.

2) Telephone service for answering inquiries and inquiries:

The procedures and specifications for inquiring about telephone services are as follows:

A. For commonly used telephone numbers, the operator must answer questions quickly and provide quick inquiry service.

& gtb. In case of abnormal telephone number inquiry, the operator should ask the guest to 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. When you find out, call the guest and tell him.

C. When asking for the telephone number of the company address, the operator must first ask the guest if he has the telephone number of the company.

D. If the guest asks for the telephone number of the guest room, the operator should ask for the guest through the computer when the telephone number of the main desk is busy. But at this time, we should pay attention to the confidentiality of the guests, don't disclose the room number, and let the guests talk to them directly after connecting.

3) "No phone harassment" service:

A. The operator should record the names and room numbers of all the guests who ask not to be disturbed in the shift book, and indicate the time when they received the notice from the guests.

B. The notified operator should lock the telephone number through the attendant console, and inform all the personnel on duty timely and accurately.

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

D. If the speaker requests to talk to the guests in the room during the non-interference period, the operator should politely and accurately inform the speaker of the relevant information, and suggest him to leave a message or cancel the "non-interference".

The basic requirements for operators are as follows:

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

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

3) When answering the phone, first report yourself skillfully and accurately in Chinese and English, and the greeting used is natural and kind.

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

5) When the operator encounters unanswerable questions, he should transfer the call to the foreman and supervisor for handling.

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

7) Operators should be able to distinguish the voices of key management personnel. When receiving their call, the operator should give them proper greetings.

4. Operator service items, working procedures and specifications. Front desk department

(a) the front office management system:

1. At work, employees must obey the arrangement of department leaders. If they have any questions about what the leader told them, they need to understand immediately. If they have any suggestions, they must implement them first and then mention them. The "feedback system" must be adhered to in task execution, and it is not allowed to explain that there is no feedback after execution.

Department employees should have a high degree of team spirit, unity and cooperation, and prohibit any speech and behavior that is not conducive to unity.

2. Employees must strictly implement the hotel attendance system. Working hours refer to the arrival time, not the punching time. Before arriving at the post, you must sign in the department sign-in book and sign it after work.

3. Daily shift scheduling shall be performed by the foreman or supervisor of each department. Employees must explain the intention of scheduling in advance and obey the scheduling arrangement when working. If you need to change shifts, you must obtain the consent of the department foreman or supervisor and relevant parties, and write a written application. It is not allowed to change shifts privately or forcibly, and the shift of supervisors needs to be approved by the department manager.

4. Front desk employees are strictly forbidden to take advantage of their work to accept kickbacks. Once discovered, they will be fired.

5. The front office staff must strictly implement the guest information confidentiality system, and may not print or copy the report without the approval of the department manager and hotel leaders. If it is necessary to reprint the report due to unclear printing, 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 various departments. Violation of this item will be dealt with severely according to hotel regulations.

6. Borrowers of keys must be approved by the department manager and hotel leaders, and it is not allowed to make keys without permission. Any violation will be dealt with seriously according to the hotel regulations.

(2) Working procedures of the business center:

1, copy program:

1) Take the initiative to warmly welcome guests and introduce the charging standard.

2) Take the guest's manuscript and select the paper specification, number of copies and depth according to the guest's requirements.

3) Place the original on the copy plane, check whether the paper fed into the paper box is ready, and then press the copy key.

4) The copies that need to be enlarged or reduced shall be resized in proportion to check the effect of the first copy. If there is no problem, 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.

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

Regularly check and keep the computer terminal running normally.

K record all faults of paging telephone and paging system, and immediately report the faults to the front office manager.

Keep copies of BP telephone numbers and home telephone numbers of all executives and department managers.

Meter (abbreviation of meter) regularly evaluates the employees of this department and implements rewards and punishments according to the system.

Complete the tasks assigned by the front office manager and management department.

O. When there is an important guest reception task, remind the personnel on duty to pay attention and arrange inspection.

Page (the abbreviation of page) deals with customers' complaints about telephone service.

Coordinate the relationship between the switchboard operator and other departments of the hotel, and maintain good communication and contact with all departments.

2) Operator foreman's responsibilities:

A. Directly report 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 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 personnel 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 staff on duty and help them handle various relationships.

3) Job responsibilities of the operator:

Answer every call quickly and accurately through the switchboard.

B. answer the questions asked by the guests politely.

C. handle long-distance calls that need 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 omission or omission.

G. report complaints and other problems to the foreman.

H fill in the log carefully and explain the following information to the next group of people:

First, the "VIP" housing transfer and IDD &；; DDD situation.

J. leave a message on the phone.

Question, you can (2) leave a message to Faxin, and write down 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 littering, kicking, dragging luggage, and other departments and organizations are not allowed to occupy or borrow them casually.

(1). Temporarily store the check-out baggage and the baggage to be checked in, but generally do not store the baggage of the individual who has been picked up for a long time.

(2) Luggage entry and exit must be registered according to regulations.

(3) Regularly clear the expired 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) Check whether the luggage stored in the luggage room is consistent with the records after each shift takes over.

(6) The day shift copies the baggage records of the previous day and morning, and checks the baggage.

(7). Check the luggage tag that has been received (that is, the luggage tag of the cancelled day).

(8) Establish a record table of luggage and articles entering and leaving the luggage room, and make detailed records when entering and leaving the luggage room, such as: time, personnel, number of people entering and leaving, name of articles (and group name), so as to register the entry and cancel the exit.

The operator's work plan 3 is in the middle of a year. Looking back on the past six months, bits and pieces of work have emerged from time to time. I successfully changed from 1 14 operator to 10000 operator. Thank you for your trust and training. Looking back on the past six months, I found that I have changed a lot and matured a lot.

From 1 14 to 10000 customer service, from not being familiar with the old platform to mastering the old platform, to participating in the installation and debugging of the new platform, from having a little knowledge of business, from being afraid of difficult users to patiently explaining and responding, from being angry after receiving harassing calls to being calm, from being ignorant of me to appreciating and recognizing, I want to say that 20xx is for me.

I haven't touched 10000 for a long time. Compared with many people, I am a novice. But this can't be the reason why I can't be inferior to others. On the contrary, the more I do, the more time and energy I have to spend studying to keep up with everyone. When I first got on the platform of 10000, I was lucky enough to participate in the research of broadband obstacle detection, which allowed me to review and consolidate the judgment skills and methods of the gradually unfamiliar broadband obstacle phenomenon, and gave me practical proof and experience based on the broadband preprocessing theory. With my attitude of hard work, hard work and hard work, I was once again lucky to get the opportunity to work with me when the old and new platforms were replaced. In the process of communicating with engineers, I not only got familiar with the operation and processing flow of the new platform earlier than my colleagues, but also got a deep understanding of the whole operation flow of 10000 platform equipment, which made me more handy when applying the new platform.

However, as a service window and customer service representative, 10000 not only needs to know some simple technologies, but also needs to communicate with customers and answer their inquiries and questions. So what I need more is to master comprehensive business knowledge and good service communication skills. In the usual work, learn all kinds of newly released new services, new knowledge and new activities, fully understand their spirit and keep it in mind; For some basic business knowledge, I often read it over and over again, so as to learn the old and know the new, and practice makes perfect. If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking skills can make the raw materials show good quality and taste. If you don't have good language skills and communication skills, if you know a lot and have a comprehensive grasp, then you can only cook jiaozi in the teapot. Therefore, I actively participated in various service knowledge trainings organized by institutions, learned relevant service and communication skills through online universities, and applied them to service work. However, due to some objective or non-objective reasons, these points are often remembered later or lost without good application. At the same time, due to the inertia of work or conventional thinking, I sometimes lack the passion and vitality that young people should have in the process of customer service.

In the continuous study, I found that my life is rich and wonderful. When I am silent, I become talkative. I was once forgotten by everyone and recognized by everyone. But because of my personality defect, I also missed many opportunities. So in the second half of the year, I will continue to work hard.