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Assistant manager plan in lobby

Hotel is an important pillar industry of China's tourism industry, and it is also one of the earliest industries in line with international standards. As a job seeker who loves the hotel industry and is committed to it, I deeply understand that the competition in today's hotel industry is the competition of hotel managers' quality. As a manager, you must have a strong modern consciousness, scientific professional management knowledge and moderately advanced thinking ability. According to my understanding of the work of the front desk department, I want to explain my thoughts on the position of assistant manager in the lobby and its work plan.

First, the assistant manager's job understanding:

The assistant manager of the lobby belongs to the front desk department and is the nerve center of the hotel. As the manager of the front desk department, the assistant manager of the lobby has different characteristics from other managers: the main purpose of setting up the assistant manager of the lobby is to manage and serve the hotel with it as the "core", and management and service are the two elements on which a hotel depends. The main job of the assistant manager in the lobby is to do a good job in the daily operation and management of the department; Coordinate the relationship between departments to make the hotel coordinate horizontally and vertically; Handle guest complaints; Welcome distinguished guests on behalf of the general manager and participate in foreign exchanges; Serve the guests well. In the eyes of the guests, the assistant manager in the lobby represents the image of the hotel, and its "core" role determines the particularity of the assistant manager's work and the high standard quality requirements for the assistant manager in the lobby.

Second, the assistant manager of the lobby work plan:

Any work must be carried out with phased goals, and only with goals can it be substantive and practical. This goal can be divided into short-term, medium-term and long-term goals.

1. As our hotel is a newly opened hotel, the short-term goal is mainly to get ready during the operation period, and a good start plays a decisive role in the development of a hotel. The assistant manager's work focuses on the following:

(1), correctly establish the front office organization (post) and staffing.

With the development of hotel industry, the work of hotel front desk is becoming more and more professional. Generally speaking, the principle of setting up the organization of the front desk department in a hotel is to ensure the efficiency of the front desk work and facilitate customers. The organization of the front desk of each hotel should also consider the category, nature, scale and business volume of the hotel.

(2), formulate the responsibilities of the front desk.

Because the front desk is the nerve center of the hotel, the guests get the initial impression of the hotel here and form the final evaluation of the hotel, so the service quality of each position at the front desk represents the management level of the hotel, and the responsibility of each position is formulated to standardize the service, improve the service quality and make the standard of high-quality service have rules to follow. (Attachment: Main Job Responsibilities of Front Desk Department)

(3), standardize the front desk work rules and service processes and carry out staff training.

As far as the nature of hotel service work is concerned, each specific job has its own specific special skill requirements. Standardizing post work rules and service processes plays an important role. It can be used as supplementary terms and standards to determine whether employees are qualified, and it is also the basis to measure whether employees meet the minimum requirements. By training employees, the service of employees can be standardized and specialized, and the service quality can be avoided to the greatest extent because of personnel changes. (Attachment: Work Plan for Front Desk Training before Hotel Opening)

2. While achieving short-term goals, we should also consider the implementation of medium-term goals. According to the nature and scope of work, the assistant manager of the lobby aims to strengthen departmental management, do a good job of communication and coordination with various departments, and make the hotel's operation in a stable development and benign operation to the greatest extent. Emphasis should be placed on the following aspects:

(1), strengthen the management of the front desk staff, cultivate their professionalism, and achieve high-quality service with professional teams.

The survival of the hotel depends on the degree of recognition of the guests. Guests have two expectations when they arrive at the hotel, material enjoyment and spiritual enjoyment, which complement each other. Managers should be aware of the importance of providing targeted services to guests. Most of the guests' first impressions of the hotel come from the front desk staff. The success of front desk reception service depends on the behavior of each employee, so it is more important to strengthen the management of employees. The assistant manager of the lobby must have a deep understanding of the basic qualities that front desk service personnel should have, and constantly train employees in customer relations, sales skills and business skills to strengthen their professional quality.

(2), do a good job of internal and external, horizontal and vertical communication and coordination.

Customer service is a holistic and systematic work, which cannot be completely completed by one person or one department. In order to ensure the success of operation and management, the hotel must emphasize the overall operation, and the assistant manager of the lobby should master the methods or skills of effective coordination and communication, do a good job of "center" and "integration and optimization" of horizontal and vertical communication and coordination between internal and external departments and management, and realize high-quality and efficient service.

(3) Establish an effective guest history file and deal with what the guests left behind.

Medium-term goal: to establish an effective guest history file and properly handle the guest's opening and closing in time will play an inestimable role in the hotel's long-term business development and lay the foundation for the hotel to maintain benign operation.

In the long-term goal, the assistant manager of the lobby should try his best to maximize the profit of the hotel through professional knowledge and scientific management. Its work focuses on training first-class service personnel; To train employees as the main body and implement total quality management; Effectively motivate employees to give full play to their work enthusiasm and service enthusiasm; Improve employees' loyalty to the hotel; Reasonable and effective control of operating costs, etc ...

These are some of my understandings and thoughts. If there are any shortcomings and mistakes, please correct me.

February 20(th), 2005

Attachment: Hotel lobby training plan before opening.

Hotel lobby is generally divided into four parts: reception, luggage, sales and business center. Here, I will focus on the training plan for the front desk staff.

Training time: 14 days;

Training hours: 70 hours;

Trainer: front desk staff;

Training content: general situation and product introduction of hotel lobby, hotel organization, department heads and contact information, etc. And the specific requirements for politeness, appearance and body language. Top ten hotel consciousness (group, service, obedience, role, sales, safety, communication and coordination, pre-control, time, efficiency and quality consciousness). Guest reservation: telephone reservation, change and cancellation. The standing posture and smile of concierge and other personnel, sliding doors and sliding doors. Storage and distribution of team luggage, delivery of guest goods, and entrusted agency services. Handle payment procedures for guests, prepare and settle accounts for individual customers. Communication, coordination and cooperation between the front office and other departments of the hotel. Spot check the shift work of the day before, handle emergencies and record the work of the class on that day. Computer operation training, assessment, fire fighting training, on-site simulation operation.

Training purpose: let employees understand: 1, the nature of the hotel and the work content of this position;

2, customer-oriented, all work around the needs of guests;

3. Hotel work is a team call 99+1=100;

4. Understand the functions of the front office of the hotel.

Attachment: Front Desk Workflow and Standards

Name of work item: procedures and standards for preparation before receiving.

Work item commitment: front desk receptionist

Work item program calibration

1 dress, dress according to regulations; 1, check whether your appearance conforms to the specifications; 2. Sign in at the department staff.

Prepare 1 succession, prepare materials and appliances; 2. Understand the important events of the hotel that day.

Handover 1, listen to the former receptionist to explain the work situation and understand the remaining problems; 2. Read the log book; 3. Deal with unfinished business.

Name of Work Item: Telephone Appointment

Work project commitment: reception at the front desk

Work item program calibration

Answer the phone and answer the guests' questions. 1. Answer the phone within three rings and say "Good morning/good afternoon/good evening, Reservation Department, hello! Front desk. " Ask the guests how to help. 2. Answer the relevant questions raised by the guests patiently, and seize the opportunity to sell to the guests. 3. When the guest requests to reserve a room, we will introduce our room type and ask the guest to choose. (1) Listen carefully to the guest's reservation requirements, ask when to come and what room type, and quickly check whether the computer has the room type the guest needs, and then answer the guest after confirmation; (2) If you can't meet the requirements of the guests, you can suggest that the guests improve their grades and choose a compromise way to meet the needs of the guests as much as possible. (3) If you really can't meet, apologize, and recommend the same star hotel to the guests or suggest that the guests reschedule. (4) Apologize and hope the guests will come.

Fill in the reservation form and register one by one according to each item in the reservation form. After filling it out, repeat it to the guests. (Who lives, when, how many days, what room to use, how many rooms to use, the room price, the reservation person, the contact number of the reservation person, the retention time, the person who accepts the reservation, the acceptance time and date) After checking, indicate the reservation date and sign it. Special reservation requirements for guests and us should be clearly recorded in the remarks column;

Thank the guest 1, tell the guest that the reservation is ok, and tell the guest's name; 2. Thank the guests for calling and welcome them to the hotel.

Processing reservation information 1. If it is booked on the same day, pre-allocate the room and enter it into the computer. The information in the remarks column should be as detailed and comprehensive as possible. 2. Put the pre-order into the reservation information shelf as required;

Work Item Name: Sales Department Booking

Work project commitment: reception at the front desk

Work item program calibration

Check the sales reservation form 1. Carefully review the contents of sales advance orders and classify them according to different contents; 2. Understand the room reservation; For important situations or questionable reservations, please consult the front desk foreman for handling; If the reservation is not clear, ask the booking person in the sales department in time until it is clear.

Process the reservation data 1 and put the reservation data into the data rack as required; If the reservation is made on the same day, please press 3. Pre-allocation of rooms, 4. Enter it into the computer.

Work Item Name: Direct Booking Processing

Work project commitment: reception at the front desk

Work item program calibration

Welcome guests 1. When the guest approaches the front desk for about two meters, the attendant should look at the guest and greet the guest with a smile. "Good morning/good afternoon/good evening/sir/madam/miss, what can I do for you? 2. A. If the receptionist was busy at that time: the waiter was answering the phone, he should look at the guests, nod and smile, and signal the guests to rest in the rest area with gestures; B. When receiving other guests, the receptionist should nod and smile and say, "Excuse me, sir/madam/miss, please wait a moment"; The receptionist should finish the work at hand as soon as possible, receive the guests and apologize to the guests again; C. If the work at hand cannot be completed at the moment, you should receive the guests first or signal other employees to receive them as soon as possible. 3. If the guest is staying in the hotel for the first time, he should send room graphic materials for him to choose.

Introduce the guest room 1. According to the needs of the guests, take the initiative to recommend rooms with higher grades to the guests: a. When the guests explain the room type, they should recommend the best room in this category; D, the guest is not clear about the room type, should recommend the best room in line with their identity. 2. Find the room type the guest needs on the computer.

Fill in the reservation reservation form 1, and fill in the reservation reservation form item by item. 2. Check the completed reservation form, repeat it to the guests one by one, and sign it after confirmation.

Farewell guest 1. Tell the guest his name and explain the registration procedure upon arrival. Thank you for choosing our hotel.

The information in the remarks column of information reservation information should be as detailed and comprehensive as possible. The order is put into the reservation data frame as required. If it is booked on the same day, the room is pre-allocated and entered into the computer.

Work Item Name: Booking Change and Cancellation

Work project commitment: reception at the front desk

Work item program calibration

Check the reservation information. Take out the guest's reservation information from the file rack and check the information of reservation change or cancellation; A. If the guest asks for a change or cancellation by phone, please wait a moment and find the relevant information quickly. "Sorry to have kept you waiting, sir/madam/miss", and write down the contents of the call and the notification name and telephone number; B. If it is a refund from the sales department, please read it carefully. If the main points are not clear, please check with the sales department by phone or ask the sales department to send another cancellation form.

According to the requirements of guests or sales department, fill in the corresponding documents, fill in the reservation change form or reservation cancellation form; First, re-fill, and may not be modified on the original documents; B the notice of the guest about the change or cancellation of the reservation and the corresponding form filled in shall be kept together with the original reservation order.

Modify the computer information If it has been entered into the computer, modify the original information on the computer according to the contents of the change form or cancellation form, and sign the change form or cancellation form after modification.

Data processing puts the unified reservation data into the specified location; If the reservation is changed, put it into the corresponding reservation data cabinet after processing; If the reservation is cancelled, after the cancellation on the computer, sign "Cancel" on the original reservation form and put it in the cancellation cabinet.

Dealing with the aftermath, such as changing or canceling the original house price, deposit and other special matters, should immediately notify the relevant departments to make corresponding changes;

Work Item Name: Reservation Processing of Hold Account

Work project commitment: reception at the front desk

Work item program calibration

Inform the reservation of the relevant regulations of the hotel. When it is known that the reserved guest has to pay the bill, the reservation needs to explain the relevant hotel regulations to the reservation politely, patiently and accurately, and ask the guest to show his seal card or gold card. If the guest doesn't bring it or not, ask him to go to the sales department to make a reservation.

According to the booking record, fill in the contents item by item (especially write down the items to be debited and the debit unit, debit person and card number), and repeat the booking to the guests.

Register on the application date; Pre-housing; And input into the computer; The information in the remarks column should be as detailed and comprehensive as possible. Put the advance order into the reservation information rack as required;

Work Item Name: Advance Order Archiving Processing

Work project commitment: reception at the front desk

Work item program calibration

Booking of advance orders puts advance orders into reservation folders according to teams, individual travelers and meetings.

Archive the change order, find out the original reservation order of the guest, and attach the change order to the reservation order.

The original reservation form can be found in the cancellation form file, attached to the cancellation form, and then stored in the cancellation cabinet.

Work Item Name: Creation and Query Processing of Guest Historical Files

Work project commitment: reception at the front desk

Work item program calibration

Prepare the registration form, put the registration form of registered guests on the reservation list and input it into the computer one by one.

Create a guest history of 1 First, enter the guest's name and gender, company name, home address, postal code, nationality, city name, certificate name, certificate number, etc. , and establish a brief history for guests; 2. Enter other special requirements of the guests in the remarks column; 3. If the guest is a hotel member, enter the member number in the remarks column; 4. When special guests need special attention, input all the information of the guests into the computer.

Check whether the information stored in the computer is consistent with the handwritten information of the guests, and make sure.

Attachment: Main Job Responsibilities of Front Desk Department

Receptionist's responsibilities:

(1) Check gfd according to hotel regulations and go to work on time;

⑵ Read the log record carefully and finish the unfinished work of the previous shift;

(3) warmly receive guests from all sides and provide good service for guests;

(4) When the guests arrive at the store, they should take the initiative to say hello to the guests;

5] Check in for guests accurately and quickly, and arrange various rooms reasonably;

[6] Accurately grasp the room status and check the room status with the housekeeping department in time;

Once close contact with various departments, do a good job in the communication of guest data and information;

Proficient in business knowledge and operational skills, responsible for the consultation and promotion of houses, house prices and hotel service facilities;

Levies to do a good job of printing and statistics of various reports;

⑽ Be able to arrange rooms for individual guests or teams independently;

⑾ Check the room number of the team on that day and check with the room status;

⑿ Flexibly handle the increase or decrease of rooms and house prices for teams and individual travelers;

[13] Understand the customer situation and do a good job in solving emergencies;

[14] Seriously complete all the work assigned by the supervisor, and report to the superior in time when problems are found;

⒂ accurately provide wake-up service for guests;

14. Go through the formalities of lending items;

⒄ Check and pick up luggage for guests.

Duties of the porter:

(1) seeing off guests;

(2) Send various reports, notices, messages, faxes, telex, express mail, things and letters;

(3) Distribute all kinds of newspapers to relevant departments and rooms;

(4) transporting arrival and departure luggage or related articles;

5) Guide the guests to check in at the front desk;

[6] Take the guests to the room and introduce the room facilities;

(7) to complete the tasks entrusted by this institution;

Responsible for the hygiene of all parts outside the front hall gate;

(9) Assist this department and other departments to transport related items.

⑽ Provide taxi service for guests;

Ten Taboos of Assistant Manager in Lobby

The main responsibility of the assistant manager in the lobby is to receive every guest who meets difficulties and needs help in the hotel on behalf of the hotel and solve them within his own authority, including answering guests' own inquiries, solving guests' problems and handling guests' accommodation. Therefore, the assistant manager of the lobby is the bridge between the hotel and the guests, and it is an important link for the hotel to establish a good guest relationship. In order to do our assistant manager's work well, this paper summarizes the "ten taboos" of the assistant manager's work in the lobby.

First, avoid always sitting on the workbench in the lobby.

Many times, the assistant manager of the lobby should greet the guests coming and going in the lobby, answer some questions of the guests at will, and never miss any opportunity to communicate with them. On the one hand, it facilitates the guests, humanizes the service of the hotel and increases the affinity of the assistant manager in the lobby. On the other hand, we can collect more guests' opinions and suggestions on the hotel, help us find the problems and deficiencies in the service and management of the hotel, find hidden dangers in time, and control them before the guests complain.

Second, avoid calling employees in other departments of the hotel "them" in front of guests.

In the eyes of the guests, the hotel is a whole. No matter which department has a problem, he will think it is the responsibility of the hotel. The assistant manager of the lobby works on behalf of the hotel, so it is forbidden to call employees of other departments "them" in front of guests.

Third, avoid paying attention to the time, place and place when handling complaints.

Some assistant managers in the lobby often only pay attention to the principle of timeliness when dealing with guest complaints, but ignore the flexibility and artistry in dealing with problems. For example, if a guest gets angry during lunch break, eating, or in public places such as dormitories and banquet halls, the effect of handling complaints at these times and occasions is not good, and it may also cause guests to resent, adding "qi" to "qi" and burning oil on the fire.

Fourth, avoid lack of self-confidence and show excessive humility in front of guests.

In fact, the assistant manager of the lobby handles the complaints of the guests and receives them on behalf of the general manager of the hotel. His words and deeds represent the image of the hotel, and he should show full self-confidence, courtesy, hospitality, pride and humility rather than humility. Excessive humility is a sign of lack of self-confidence, which is often looked down upon by guests and loses confidence in the hotel.

Avoid lest guests complain.

Complaining is not only a bad thing but also a good thing. Complaining customers, like a doctor, are providing free diagnosis for hotels, so that hotel managers can prescribe the right medicine, improve services and facilities, and improve service quality and management level. So, don't avoid complaining, treat it correctly.

6. Don't speak carelessly and leave no room.

In order to avoid putting yourself in a passive position when dealing with guests' check-in, you must leave room for yourself, but you must clearly tell the guests how long it will take to solve the problem.

Seven, avoid not familiar with hotel business and related knowledge.

If the assistant manager in the lobby is not familiar with the hotel business knowledge and related knowledge, such as room service procedures, food delivery services, cashier procedures and related regulations, hotel discounts, credit card knowledge, washing knowledge, basic laws and regulations, civil aviation ticketing knowledge, etc. , will inevitably affect the accuracy and timeliness of handling complaints, and will also lose the trust of guests.

Eight, don't be afraid to have a mentality of secretly winning or losing with guests.

Generally speaking, guest complaints indicate that there are problems in our service and management. Generally speaking, guests are unwilling to complain in person. Therefore, even if the guest's words and deeds are somewhat different, the "right" should be given to the guest. Because although we "won" the guests on the surface, we offended them and made them dissatisfied with us and the hotel. In fact, we still lost.

Nine, avoid dealing with complaints only to guests, can't understand the real intention of the guests.

Guest complaints can be summarized into three kinds of mentality, seeking to vent, seeking respect and seeking compensation. The assistant manager in the lobby should be able to accurately grasp the real mentality and intention of the guest's complaint, give the guest an opportunity to vent, and don't argue and explain unnecessarily with the guest. Even if correctly understanding the mentality and intention of complaints is the key and shortcut to handle complaints well.

X. Avoid neglecting further attention to the complaint results.

The person who receives the guest's complaint is often not the one who really solves the problem, so it is still a question mark whether the guest's complaint is finally solved. In fact, many guests' complaints have not been fundamentally solved, or this problem has been solved, but another problem has emerged. Therefore, it is particularly important to track the complaint handling process and pay attention to the handling results. It will make guests feel that the hotel's complaints are very important, thus making guests leave a good impression on the hotel.