Model essay on front office management system of star-rated hotels

Front office management system

This system is formulated in order to cooperate with the smooth progress of the front office work and standardize the work behavior of employees.

1. Honesty is the moral code that employees must abide by, and being honest with their work is the code of conduct that every colleague must abide by.

2. Unity, cooperation, mutual respect and mutual understanding among colleagues are the basis for doing all the work well.

3. It is the duty of every colleague to concentrate on the work and complete the task with good quality and quantity on time.

The above three rules are the code of conduct that every service personnel must abide by.

I. Attendance system

1. Sign in to and from work on time, so as not to be late or leave early.

2. Personal leave must be notified to the department one day in advance, explaining the reasons, and can only be taken after approval by the department.

3. Sick leave must be certified by the infirmary or hospital, and can only be taken after approval.

4. It is forbidden to change shifts without permission, and the shift change must be approved by the applicant, the shift change person, the foreman and the manager.

5. It is forbidden to sign in and ask for leave on behalf of others.

Second, gfd.

1. You must dress for work according to the hotel regulations, wear the work number plate, and the work clothes must be clean and tidy.

2. The hotel requires personal gfd, and the posture of standing, standing and walking should be correct and appropriate.

3. It is forbidden to wear or carry work clothes out of the hotel without permission.

Third, labor discipline.

1. It is forbidden to bring personal belongings into the work area. (e.g. bag, coat)

2. It is forbidden to take hotel supplies out of the store.

3. It is strictly forbidden to use foul language and spread false or defamatory remarks in the hotel, which will affect the reputation of the hotel, guests or other employees.

4. Don't leave your post without reason during working hours, and don't stay in your post after work.

It is forbidden to make personal phone calls and do things unrelated to work during office hours.

6. Change meals in strict accordance with the prescribed time, and do not eat during the duty except during the meal time.

7. It is strictly forbidden to get together to chat, receive visitors and show people around the hotel during working hours.

8. It is forbidden to watch (listen to) TV, radio, tape recorder and any books, newspapers and magazines during working hours.

9. It is forbidden to use passenger elevators and other tourist equipment.

10. It is forbidden to make noise, play or chase in public places.

Fourth, the work:

1. It is forbidden to open a room without permission.

2. Except the bellboy, no one else is allowed to enter the guest room, dining and entertainment area without authorization.

3. Be careful when changing shifts, and no mistakes are allowed in various business forms.

4. Don't argue with the guests. If there is any problem, report it to the department manager and foreman in time for handling.

5. Obey the work arrangement of the leader and complete all the work with good quality and quantity.

6. Adhere to standing, smiling, respectful and civilized service in service reception, and do the following

The guests feel kind and safe.

7. Actively participate in site team meetings and various trainings, and strive to improve their own quality and professional level.

8. Work in strict accordance with service specifications and standards.

9. Earnestly keep all work records and fill in all work forms.

10. Consciously care for and maintain all equipment and facilities.

1 1. We should pay attention to mutual cooperation, understanding and communication in our work, and it is strictly forbidden to select committees.

Phenomenon.

12. Fighting is forbidden.

13. Complaints and other work problems caused by human factors are strictly prohibited.

14. Have a good working attitude at work.

Front office reward and punishment management system

In order to strengthen and standardize the front office management, effectively promote the front office service to a new level, and fully embody the principle of clear rewards and punishments, this system is formulated as follows:

I. Regulations

Punishment part:

1. Arrive at work ten minutes in advance, and ask gfd to abide by the hotel regulations. Female employees should be gentle, clean and tidy, and their shoes should be shiny. 5 yuan will be fined for each violation (0. 1 point deducted);

Don't be late or leave early. Every time you are late or leave early (within 5 minutes), you will be fined 5 yuan (deducted 0. 1 minute), and you will be fined 10 yuan for more than 5 minutes;

3. Do not leave the post empty or join the post without reason, and fine 5 yuan (0. 1 minute) for each violation;

4, health work must be clear, the supervisor to check a health before class, check again after the succession. If the two inspections fail, the personnel on duty will be fined 5 yuan (0. 1 minute);

Don't be emotional at work, don't be listless in class, and provide smiling service for guests. If you don't eat or read newspapers in the lounge, you will be fined 5 yuan for every violation (0.65438+ 0 point deducted);

6. Strict and accurate shift change. If the succession is unclear, the personnel on duty will be fined 5 yuan (0.65438+ 0 point). If there is a major complaint from the guest, the party concerned will be fined 50 yuan (disqualified from participating in the "Service Star" appraisal).

7. It is not allowed to transfer classes without permission. If necessary, an application must be made in advance, and each person should change shifts no more than three times a month. If the shift is changed without authorization, both parties will be fined 5 yuan (0.65438+ 0 point deducted);

8. The front desk staff should handle the reservation and check-in procedures for the guests in strict accordance with the workflow, and be familiar with the agreed price and the effective signatory of the debit unit. Every time a cash withdrawal slip appears, it will be fined 10 yuan (0.2 points will be deducted).

9. Be accurate when receiving the meeting notice from the marketing office. If the room is overbooked due to unclear personal orders, 20 yuan will be fined for each violation (0.5 points will be deducted).

10, do a good job in upgrading the telephones in guest rooms and related offices. If the guest room is not upgraded in time between classes for two consecutive times, 5 yuan will be fined for each violation (deducted 0. 1 point).

1 1. The staff of the business center should provide services to the guests in strict accordance with the workflow and prevent irrelevant personnel from staying in the business center. 5 yuan will be fined for each violation (0. 1 point will be deducted).

12. If the positions in the front office are notified by the hotel, the manager on duty or the department, and the responsibility is traced to the person, once verified, 30 yuan will be fined (deduction 1 minute).

13. The foreign management registration form should meet the requirements of the Public Security Bureau and be sent to the foreign management department of the Public Security Bureau by the personnel on duty in the morning shift according to the regulations. If the form or offer is withdrawn, a fine of 10 yuan will be imposed for each violation (0.2 points will be deducted).

14. Complete the task indicators assigned by the department in strict accordance with the specified time. A fine of 10 yuan will be imposed for each day of delay (0.2 point will be deducted).

Reward part:

1. If you take the initiative to serve the guests and get oral praise from the guests, you will be awarded 10 yuan (0.2 points) each time, and if you get written praise from the guests, you will be awarded 50 yuan (2 points) each time;

2. If there is a meeting, team or important reception, those who work overtime can get off work early every time.

3. Those who are praised by the hotel will be rewarded with 50 yuan every time (plus 2 points);

Second, the implementation mode

1. In case of violation of regulations, the cash fine and deduction shall be carried out at the same time, and the department shall issue a fine form, requiring the supervisor and the parties to sign the record of fine deduction for confirmation.

2. When being praised and rewarded, the cash reward and bonus points shall be carried out at the same time, and the competent leader and the parties shall sign the reward and bonus points record for confirmation.

3. Fines (bonuses) should be paid in cash.

Third, the supplementary content

1, this regulation needs to be constantly improved, and it needs to be added or deleted according to the actual situation in daily work, and everyone needs to make more suggestions.

2, in daily work, mutual supervision, and constantly improve the service level, to raise the work to a new level.

3. This regulation is the assessment basis for evaluating the daily code of conduct of "Service Star".

The above is for reference only!