How to write the model work plan of the front desk reception?

How to write the model work plan of the front desk reception?

First, communication

1, do a good job in the service of al

How to write the model work plan of the front desk reception?

How to write the model work plan of the front desk reception?

First, communication

1, do a good job in the service of all departments, strengthen contact and communication with the personnel of all departments, systematically and quickly transmit information, and ensure the timely and accurate transmission of information within the company.

2, do a good job in employee service, timely feedback to the company's leaders, and do a good job in communication between employees and leaders.

3. Assist the superior leaders of the company to improve the company's rules and regulations. If you don't understand, ask humbly and put forward reasonable ideas.

Second, the daily work

1, pay attention to check the loss of toilets, cabinets and electrical appliances. Contact the property maintenance in time and supervise the drinking water situation.

2. In the absence of leaders and colleagues, take the initiative to undertake some simple daily work.

3. Answer and transfer calls, send and receive faxes, letters and newspapers. The purpose of quickly identifying the caller is to ask the other party's name, and then convey concise and accurate information to leaders and colleagues, and make records without omission or delay. Timely delivery of incoming mail.

4. Customer reception. Basic consultation and introduction, serve tea and water, maintain good manners, and inform relevant interviewers.

Third, strengthen the spirit of love and dedication.

1. Work hard and strive to overfulfil a task every day.

2. Write a daily report after work every day, submit a weekly report every Friday, and actively put forward opinions and opinions.

3. After work, make preparations and plans for the next day's work. The work is planned and focused.

4, in strict accordance with the rules and regulations of the administrative front desk.

5. After work, improve personal cultivation and business ability, actively participate in basic management training arranged by the company, and improve their professional work skills; Read more management-related books and periodicals, learn more about the maintenance of simple water and electricity appliances, learn work experience and methods from leaders and colleagues, quickly improve their own quality and better serve their colleagues' work.

How to write a model of reception work plan at the front desk

First of all, reception at the front desk.

The front desk reception is the service window of the customer service department. The main duties of the front desk reception are to keep the information channels unblocked, supervise the regional management, schedule and coordinate the work of various departments. The receptionist is the first person to show the image of the company. Everything he says and does represents the company and is the window to contact the residents of the community.

In my work, I strictly follow the company's requirements, work with tooling, treat guests politely, answer and transfer calls kindly, handle daily affairs seriously, patiently listen to the problems reflected by the owner and the difficulties to be solved, carefully answer and record in detail, and arrange personnel to provide on-site service at the first time. Call records will be summarized at the end of each month. In the first half of the year, * * * answered 68 incoming calls, and made outgoing calls 130, with 2 valid complaints from owners. We give satisfactory answers to all inquiries of the owner; For the problem of the owner's application for repair, contact us in time, and actively dispatch workers according to the different contents of the application for repair, and strive to solve the problem in the shortest time. At the same time, according to the completion of the repair report, we will make a door-to-door visit or telephone visit in time. The owner's complaint has been reported to relevant departments for coordination and settlement.

Through these ordinary daily work, my work level has been obviously improved, and I have won unanimous praise from the owners and leaders of the community, and also shaped the new image of our property owners.

Second, the file management

Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, maintenance orders, work contact letters, release orders and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, and at the same time formulate and improve the information confidentiality system. Check the files regularly and improve the changes or deficiencies in time. In the first half of the year, * * * received 64 maintenance applications, 42 handling and release instructions, and work contact letters 10.

Third, the model room.

The model room is a window for our external display and a platform for establishing corporate image. At the end of each month, I will take an inventory of the items in the sample room, record the damaged items and report them to the engineering maintenance department to ensure that the items in the sample room are intact. In the first half of the year, * * * received 70 groups of visiting groups, with the number of visitors * * * 187.

Iv. collection of fees

In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure the continuous normal work, we must do a good job in the collection of various expenses and ensure that they are collected in full and on time. In the first half of the year, * * * charged the property service fee of 792 12 yuan; Private garden maintenance fee is 50386 yuan; The optical fiber usage fee is XX yuan; Prepaid water fee 1740 yuan; Cable TV installation fee 450 yuan; The gas installation fee is 3300 yuan.

Verb (abbreviation of verb) Experience and gain

Over the past six months, through hard study and continuous accumulation, my ideological understanding and working ability have made great progress. I already have working experience in the customer service center, and I can handle all kinds of problems in my daily work with ease. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and oral expression ability have been greatly improved, ensuring the normal operation of all the work in this position, being able to treat all tasks with a correct attitude, loving my job and so on. Actively improve their professional quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

How to write a model of reception work plan at the front desk

I. Guiding ideology

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

Second, internal management.

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

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

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

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

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

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

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

Third, foreign sales.

1, the sales task in the third quarter, according to the actual completion of the last quarter, the internal and external market environment of the hotel will be studied and formulated separately.

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

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

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

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

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