How to write the annual work plan for the front desk

How to write 5 articles about the annual work plan of the front desk

Time flies so fast that people are caught off guard. For better work development in the future, write an annual work plan for the front desk to prepare for the future. Get ready for the work down! The following is how to write the annual work plan of the front desk that I carefully organized for everyone. I hope it will be helpful to everyone.

How to write the annual work plan for the front desk (Selected Part 1)

1. When commuting to and from get off work, you should organize the items at the front desk, check whether all electrical appliances are in good condition, and whether the power is turned off. Check the memo to see what else needs to be done that day. The front lobby must be kept clean and tidy at all times. Newspapers should be sorted out every day. When you find that the number of drinking water barrels is insufficient, you must promptly ask Mr. Luo to deliver water. When the items required at the front desk are not enough, you must apply for purchase in time, such as tissue paper, copy paper, etc. When the brochures placed in the living room and front lobby are not enough, they should be added in time. When the fax machine, copier, or printer is out of ink, call Mr. Zhao to add ink. If something at the front desk is broken, such as a broken curtain, you need to call a maintenance man to repair it; if there is a problem with the phone line, you need to ask the telecommunications company for help. Any problem must be solved.

2. When receiving a fax, pay attention to who the other party is sending it to, and ask for the content of the fax to avoid receiving junk messages. When receiving a fax, you must transfer it to the relevant person in a timely manner, and check whether there are any gaps in the fax. If the other party is faxing automatically, you don't need to receive it. After sending a fax, pay attention to whether the other party has received it and whether it is complete and clear. When copying, pay attention to whether the copied information is complete to avoid missing copies of information. Registration is required for sending and receiving faxes and photocopies. If there are any letters, they must be handed over to the relevant personnel in a timely manner.

3. Receive guests at the front desk and do this job well. The most important thing is service attitude and service efficiency. When you see a visitor, get up immediately and say hello. For first-time visitors, you should ask them clearly their name, who they are looking for, and inform the relevant person in charge after understanding the purpose of the visitor. You should also know whether to leave the guest in the front lobby or the reception room, or to guide the guest to the person in charge. Office, reception room. When receiving guests, you should greet them with a smile, be patient, meticulous, kind and generous. After ushering the guests to their seats, pour tea and inform the guests that the relevant person in charge has been notified and please wait. Turn on the air conditioner in the parlor in summer and open the windows in winter. At the same time, the parlor should be odor-free and the air should be flowing smoothly.

4. When transferring calls, pay attention to polite language and use the company's standard language.

I have been working at the front desk for more than four months, and the scope of work is relatively small; the work content is also relatively small. But I also have some shortcomings. I don’t have enough concentration at work and I get confused. I hope that I can work more seriously and work diligently in the future. Do more for the company.

In __ years, we must continuously improve our own image, work quality, and efficiency. And a sense of responsibility.

(1) Strive to improve service quality, work quickly, efficiently, and make no mistakes. The service attitude must be good, you must continuously accumulate experience in receiving guests, and leave a good impression on the guests. When answering the phone, you must also continue to improve your vocabulary skills; ask and answer questions tactfully. Try to satisfy every customer.

(2) Strengthen the study of etiquette knowledge. For example, in your spare time, you can study etiquette knowledge and public relations. Understand the common sense of etiquette that must be observed when dealing with others, including sitting and standing postures, tone of voice, eyes, makeup, clothing matching, and techniques for answering customer questions, etc. You can also take a class like that of Melian Kaye. The knowledge taught is very practical. After taking the class, you will become more confident and have a better temperament.

(3) Strengthen communication with various departments of the company. Understand the company's development status and the work content of each department. With this knowledge reserve, on the one hand, you can answer customers' questions timely and accurately, and transfer calls accurately. If there is no one in a certain department, we will remind the caller and briefly explain when someone will be available, or briefly answer the customer's questions to the best of our ability. At the same time, we can seize appropriate opportunities to promote the company.

(4) Strive to create a good front-end environment. To maintain a good company image, you must not only pay attention to your own image, but also maintain good environmental hygiene so that customers have a pleasing feeling. How to write the annual work plan for the front desk (Selected Part 2)

I have been working as the front office general manager of Beijing __ Co., Ltd.

I think the work of the hotel's front office supervisor is mainly divided into the following points:

(1) Assist the manager in the overall operation of the front office, make reasonable arrangements for personnel, and arrange the work of store employees Accommodation issues;

(2) Be able to hold 3 regular meetings on time every day, and raise deficiencies in the day's work during the regular meetings, and take corresponding countermeasures in a timely manner. At the same time, you must summarize the day's work and do a good job Record;

(3) Develop in-store worksheet. 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 monitor the weekly passenger flow

(5) Do a good job in the "Three Ones" work of the department's fire safety, including inspections every day, training every Monday, and drills every month, and keep corresponding records;

( 6) Supervise pick-up and drop-off services. Implement the service procedures and meet the reasonable requirements of the guests;

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

(8) Develop 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;

(9) Work 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;

(10) Handling customer complaints. Customer complaints are mainly divided into three types: "face-to-face complaints", "telephone complaints" and "written complaints". Hotels mainly make more complaints in person.

No matter what kind of complaint you make, you must stand on the customer's side. First, you must gain emotional favor and trust. If the customer's request can be resolved face to face, resolve it immediately. If the problem cannot be solved, the superior should be notified as soon as possible, and corresponding solutions should be made with the leader to solve the problem for the customer as soon as possible. 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 solutions and put forward your own ideas, solve the problem for the guest as soon as possible, and inform the guest of the handling opinions of the designated complainant, 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. How to write the annual work plan for the front desk (Selected Part 3)

1. How to answer the phone

1. Hello, perfect woman, I am happy to serve you!

2. What is your last name? What time will you arrive at the store? Which beautician did you make an appointment with? What project would you like to do today?

3. Please wait a moment while I check today’s appointment status.

4. I’ve kept you waiting for a long time. Your appointment time is available.

5. I have kept you waiting for a long time. The beautician you made an appointment with is busy today. Let me introduce you to another beautician. Her skills and services are very good.

6. I have kept you waiting for a long time. There are many customers today. Can your time be adjusted? Thank you for your understanding.

7. Let me confirm with you again that at what time you have made an appointment, the __ beautician will give you __ care. We will have your room ready and waiting for you.

2. Welcome words

Open the door to welcome guests

1. Be neat and tidy, smile, do not lean against the wall, and stand upright. When guests come, they should open the door promptly and say hello: "Hello! Welcome", regular customers "Sister __, welcome, please come inside!"

2. When regular customers are carrying items, the beautician will stop. Take the initiative to pass the customer's belongings.

3. Lead the customer to the front desk consultation room and let the customer sit down.

Front Desk Reception

1. Keep a knowing smile at the front desk. When you see a guest, stop what you are doing and stand up to say hello: "Hello! Welcome!"

< p> 2. Pour tea to the customer at the front desk, "Sister: Please drink tea! (Guest's menstrual period - ginger brown sugar water)"

3. Make an appointment with a regular customer: "Hello, sister! __The beautician is waiting Hello, what kind of care do you need today? ”

4. Regular customer who has not made an appointment: “Hello, sister! Who do you usually go to for treatment? Wait a moment. I’ll check the appointment list. She’s available right now. When you have time, I will inform her to prepare. (She is a customer today. You see, I have arranged for another beautician with very good skills to do it for you. You can try her service.)"

5 , New customer: "Hello, Miss! It is your first time to come to our store today. I will do a skin test/body test for you in a while, and introduce appropriate items to you based on your situation." (Do an instrument test or a back checkup, Introduce care items according to the guest's needs. Fill in the "Customer Profile")

6. If there is a guest at the front desk, and another guest comes in at this time, the front desk should also greet the guest with a polite smile: "Hello! "He apologized to the guest and motioned the guest to sit on the sofa in the reception area and wait.

7. Old customers also need regular check-ups to compare the effects of care before and after.

8. Notify the beautician to prepare the room.

Consultation and billing

1. Skin test or body test

New customer, sister: We use professional testing equipment, which has no side effects on the human body. You won't feel anything during the process. We will test every customer who enters the store and disinfect them before and after use, so you can rest assured.

Old customer: Sister: You have been doing nursing care for a while. Today I will test it for you and use professional instruments to see your changes.

2. Prescription: Prescribe a course of treatment based on the customer’s test results. Sister: According to the test results, your current skin condition/body condition, I suggest you do __

The course of treatment should be coordinated with __ home. Let me introduce it to you in detail. (You can do sales directly) Based on your needs, I suggest you apply for a __ card.

3. The customer confirms the care items and opens a care order: Sister, according to the test, the __ care items are very suitable for your current condition. Let the __ beautician do it for you today

Come on, I'll give you a care order.

4. After the beautician comes out, the front desk should make an introduction and introduce the beautician to the guest: "Sister, this is our __ beautician, one of the senior beauticians in our store.

I believe her service will satisfy you."

Changing shoes

1. The beautician proactively, kindly and naturally greets the customer "Hello! Sister, I am beautician __, I am very happy to serve you!"

Take the guest to the shoe cabinet, take out the slippers, and introduce to the guest, "Please change your shoes. All items here are changed for each guest and have been disinfected and cleaned. You can use them with confidence." !" As he said, he squatted down and placed the slippers at the customer's feet. After the customer changed his slippers, he put the customer's shoes into the shoe cabinet. Sign and return for reservation after drinking porridge

1. Take the customer to the lobby and serve the porridge to the customer. "Sister: This is our store's health-preserving porridge. It is matched according to the season. You can try it."

2. Front desk: "Sister: Your care is finished. You look good. Do you think the beautician's skills are good? How's it going?" (If the customer has any objection, "Sister: Thank you for giving us your valuable advice, we will definitely correct it.")

3. Customer's signature, beautician" Sister: Please sign the file. We are selecting service stars. Please give me a score here. Your feelings about this service are: very satisfied, satisfied, average, Thank you."

4. Make an appointment for your next visit to the store. The beautician: "Sister, based on your care needs, I suggest you come on __ days next time. I will help you make an appointment one day in advance.

I will call you to remind you. ”

To change shoes, the beautician took the customer’s shoes and said, “Sister: Please change shoes.” Put the customer’s used shoes. Designated disinfection area.

Seeing off customers

1. The beautician and the front desk see off the customer, open the door to the customer, and send them to the door. "Sister: Please go slowly. Welcome to visit next time."

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2. Remind customers to take umbrellas when it rains, and help customers carry umbrellas to their cars when it is inconvenient for them to carry things with them.

3. If the customer needs it, call a car for the customer and send the customer to the car.

3. Appointment skills

Sister __: Hello, I am the front desk of the perfect woman __ club. Last time you came for care at __ time. It’s time for nursing care now. Do you want to come for nursing care tomorrow morning or afternoon?

Answer specific time: OK sister, I will check the appointment book, please wait a moment. I've kept you waiting for a long time. I can make an appointment for you at the time you want. We will have your room ready and waiting for you. If you have any changes, please notify us in advance, thank you!

Answer: No time: So when is the most convenient time for you?

Answer: I will come back when I have time: Okay, sister, come to our club to rest when you are tired. I wish you health and beauty!

4. Return interview techniques

(1) Opening remarks

1. Hello! I am the perfect woman __ the front desk of the club __, may I ask, are you Ms. __? Do you have time now? In order to enable our beauty salon to better serve you, we would like to conduct a service survey on you. I hope you can help me understand the following aspects.

(2) For different consultation contents

1. Investigate the services of beauticians

You went to the store yesterday for __ care. What do you think of the beauty treatment? How is the teacher's service?

When you are satisfied with the service: Thank you for your support. What other suggestions do you have for the services of our beauty salon?

When you are not satisfied with the service: We are sorry for the inconvenience caused to you by __(name)’s behavior, and we will ask her to make corrections.

2. Return visit for promotional activities (new product promotion)

Our club has recently launched __ activities/new products. Do you know/know this news?

Customer answers are already being answered: Do you think there is anything about our beauty salon’s promotional products/new products that attracts you?

Answers include: What do you think attracts you? No: What areas do you think need improvement/deficiencies?

Your suggestions are of great help to us. I will report your suggestions to the store manager and guide our work in the future.

3. Return visit after using the product

You bought __ product in our club. In order to achieve better results, I would like to know your usage and feelings. .

How do you use/coordinate it at home?

Have your skin problems improved? Have your physical __ symptoms improved? (Generally, 3-5 symptoms should be prepared, and try to guide customers to express their good feelings so that they can continue to use it)

The answer is: This product is very suitable for you. You must keep using it and it will get better and better. of.

The answer is no: there is a process from absorption to improvement of the product. The skin metabolism cycle is 30-50 days, and the blood metabolism cycle is 3 months. You will definitely get results if you insist on using it.

If you have a big opinion: I understand your feelings and I have caused you trouble. I have recorded what you said. I will report your problem to the store manager and ask her to get back to you as soon as possible. solve.

(3) Conclusion

Thank you very much for your support and cooperation. If you have other suggestions and opinions, you can call our club’s service hotline ______-____________ at any time. __Ma'am, see you next time!

5. Things to note when making phone appointments or return visits:

1. Telephone visits should not be made too early or too late, so as not to affect members’ rest time.

2. Avoid meal times as much as possible.

3. After the call, clearly state your store name and your own name, and say hello warmly.

4. Familiar customers can give personal care and greetings first to reduce the commercial atmosphere.

5. Then explain the key points, simply and clearly. If the member is interested, make an appointment for her.

6. Don’t talk on the phone for too long. If you feel that the other party is busy during the call, hang up the phone immediately and agree to talk in detail next time you call.

7. Telephone visits should be planned. A list should be made first with the focus of the visit to avoid duplication or omission.

6. Customer’s Birthday

(1) SMS Blessings

Dear Ms. __, happy birthday. All the staff of Perfect Woman Club wish you the best. You can Come to the store and enjoy one free treatment, we are looking forward to your visit! Reservation phone number:

(2) Telephone blessings

Sister __: Hello, I am the perfect woman __ the front desk of the club__, today is your birthday, I represent perfection Women wish you a happy birthday. You can come to our store to enjoy free care once. What do you want to do today?

Lai: OK, when will you arrive at the store?

Not coming: It doesn’t matter, I wish you happiness every day!

7. Precautions for front desk work

(1) Reservation work

1. The front desk receptionist should prepare a telephone reservation record form and make an appointment according to the time when the member calls. Please fill in the service items and booking beautician number in detail.

2. When the front desk receives a call to make an appointment with a beautician, the beautician should be informed in detail and prepared for service in advance.

3. Making an appointment in advance will help the beautician arrange her working time.

4. Making an appointment in advance will help facilitate members and allow them to get faster and better services.

5. If the appointment time of the education member exceeds half an hour, the appointment will be automatically canceled and the beautician will be assigned another job, and the member shall not object.

(2) Check items in sequence at the cashier

1. Are the various nursing fee standards and special offers complete and available for display to members?

2. Can the credit card machine be used quickly, accurately and without errors?

3. After confirming the amount received, is it repeated to the member?

4. Is the amount of change clearly told to the other party?

5. Are members reminded to count the amount when changing money?

6. After receiving high-value banknotes, do you put them away immediately? Is all cash deposited into the bank on the same day?

7. Is the screen of the credit card machine facing customers?

(3) Packaging

1. When packaging, the products or care cards should be put into the bag one by one and lifted gently.

2. Be careful not to damage the goods and packaging.

3. Pay attention to the principles of beauty, firmness and speed.

4. Hand it to the customer with both hands. If there are many things, you can help the customer get them to the car.

(4) Sending off guests:

1. Check again to see if there are any omissions and whether there are any products that have not been given to customers and should be taken away.

2. Remind customers whether they have brought their personal belongings. How to write the annual work plan for the front desk (Selected Part 4)

Before opening:

1. Change into work clothes, tidy up appearance, and check each other

2 , clean and check whether the facilities and equipment of the customer service team are normal

3. Fill in the actual work schedule and check the work completion status and precautions recorded by colleagues the day before

4. Participate in meetings held by supervisors Morning meeting (take turns to lead the morning meeting as required by the supervisor), ① summarize the work of the previous day, the results and reflections (reception, complaints and members), and share with everyone what is done well and what is not good enough in the work. Summarize good methods for future use.

② Arrange the main work for today, establish work goals, clarify division of labor, and precautions

Opening:

1. If the previous day’s work remains, it must be completed first, preferably before the peak passenger flow Completed

2. According to the division of labor of the morning meeting, group reception and individual reception, membership card processing, phone answering, and greetings are all assigned to team members, with the assigned person taking the lead, and others assisting. Complete a day's work

3. In case of emergencies, solve them according to your personal ability first. If you cannot solve the problem, seek help from the same team members, and finally seek help from other relevant personnel

4. Take turns at noon When going out to eat, someone must be left in the store to deal with matters that may occur during this period

5. When changing shifts, the successor will inform the successor of the progress of the work, what has been done and what remains to be done, as well as the morning work Inform the successor one by one of the problems that arise during the work, and remind them of the matters that need to be dealt with promptly and focused on in the afternoon

Before leaving get off work:

1. Before leaving work in the evening, report the membership card application for the day Situation

2. Check whether today's work has been completed. If it is not completed, it is best to finish it before leaving. If it is really unfinished, record it to remind colleagues on the morning shift tomorrow to try to complete it before tomorrow's opening or before the peak flow of people

3. Attend the party, clean up, and leave

Customer service one-week work plan: After two weeks of actual practice, combined with the specific content of customer service work, the one-week work arrangement is as follows:

(1) Business sector:

① Earnestly study the company’s various system processes and business processes (such as sales, cashier, online shopping, returns and exchanges) in order to respond to customers’ on-site requests and phone calls at any time The various issues consulted are gradually deepened into various tasks such as receiving complaints, communicating with customers, and immediately handling customer complaints.

② Summarize and classify customer inquiries every week so that superiors can make adjustments to products, services, etc. based on this.

③ Department meetings are held every Friday to summarize work and conduct general cleaning of the customer service area.

(2) Service section:

① Continuously improve service awareness and service skills in actual practice. Team members summarize good service skills every week and share them with colleagues.

②Always keep in mind the principle of honesty and do not easily promise customers. What you promise must be done and done well.

③ Don’t ignore details, maintain appropriate etiquette, dress, and language. Pay attention to customers’ shopping psychology and satisfaction, accept customer suggestions, and continuously improve.

(3) Self-professional quality improvement section:

① Improve communication skills, as well as the ability to deal with and solve problems in actual work.

② Enhance service awareness, improve service concepts, and enhance sense of responsibility and team awareness. How to write the annual work plan for the front desk (Selected Part 5)

My personal work plan sample starts from four aspects:

1. In my daily work, I will do the following:

Assist various departments to register, report, and distribute various official documents, and organize documents that were not specifically sorted out by category. Organize and place in labeled folders.

Do a good job of sending and receiving all kinds of letters.

Do a good job in classifying low-value consumables.

Cooperate with superiors to assist various departments.

Do a good job in the management of office supplies. Work. Do a good job in registering the use of office supplies, distribute them as needed, avoid waste, and count them on time so that office supplies can be replenished in time to meet everyone's work needs.

Carry out maintenance and upkeep of office equipment,

Assist superiors in scheduling and on-duty work during holidays to ensure the safety and security of the company during holidays.

Complete other tasks assigned by leaders carefully, on time and efficiently.

In daily work, I must follow the principles of precision, detail, and accuracy, prepare carefully, arrange carefully, work carefully, do standard work, stand at standard posts, and strictly follow the rules and regulations of the office. .

2. In administrative work, I will do the following:

Provide good services to various departments: strengthen contact and communication with information personnel among various departments, transfer information systematically and quickly, and ensure that information is stored in the company The internal delivery is timely and accurate.

Provide good employee services: timely feedback information about company employees to company leaders, and serve as a bridge of communication between employees and leaders.

Assist the company's superior leaders to improve the company's rules and regulations.

3. In terms of improving personal accomplishment and business capabilities, I will do the following three things:

Actively participate in basic management training arranged by the company to improve my professional work skills.

Learn work experience and methods from leaders and colleagues to quickly improve your own quality.

Improve knowledge level through personal independent learning.

I know that a person's ability is limited, but his development opportunities are unlimited. Now is the era of knowledge economy. If we cannot quickly improve our personal abilities and improve our business level, then we will be eliminated from this society. Of course, to improve yourself, you first need a good platform. I think the company is my best platform. I will definitely seize this opportunity to improve my work level and self-cultivation simultaneously to realize my highest value.

4． Other tasks

Assist the Human Resources Department in various tasks

Complete other temporary tasks in a timely, conscientious and accurate manner.

The job at the company's front desk is trivial and complicated. I will carry out reasonable division of labor and reasonable arrangements according to the actual situation, conscientiously implement the job responsibility system, and ensure that the work is in order; I will also work creatively and constantly explore new ideas, new methods and new experiences in work; while enhancing work creativity, I will I must pay attention to doing things in place without being offside, providing services without interfering in decision-making, and truly becoming a staff assistant to the leader and a bridge of communication between the upper and lower levels.