Front office work plan

Time flies, blink of an eye, and I will start a new job soon. It's time to start writing a work plan. I believe everyone is worried about writing a work plan again! The following are six front office work plans I have compiled for you. Welcome to share.

Front office work plan 1 The front office is the place where the first impression and the last impression are left to the guests; Has a certain economic role; Have a coordinating role; Building a good customer relationship is an important department. According to the functions of the front office, the following work plan is made:

First, the formation of personnel team

During the hotel preparation, in addition to hardware preparation, the most important thing is the formation of the staff team. The setting and staffing of the front office will affect the cost level of the hotel, so we should proceed from reality, streamline the organization and have a clear division of labor. It is necessary to carry out the survival of the fittest, train excellent employees in job skills, give priority to on-site training, regularly evaluate, test and assess, give targeted guidance and education, and constantly improve employees' business skills so that front office employees can meet the standards of hotel employment.

Second, pay attention to training.

As the front office of the hotel, every employee should face the guests directly. The attitude and service quality of employees reflect the service level and management level of the hotel. Therefore, the training of employees is the most important, and it is necessary to make a detailed training plan for the front desk. With good service skills and proficient business knowledge, we can provide high-quality, efficient and fast service. Only when employees are well-trained, can employees have excellent skills to provide quality services to guests.

3. Strengthen employees' awareness and skills of promotion.

Front desk staff, especially front desk staff, must master the art and skills of front desk promotion. Grasp the characteristics of the guests, carry out targeted sales according to the different requirements of the guests, and recommend the most suitable products to the guests who need them most, so as to achieve twice the result with half the effort. While striving to improve the occupancy rate, we will strive to maximize the benefits.

Fourth, open source and reduce expenditure.

In order to protect the environment and take the road of sustainable development, "increasing revenue and reducing expenditure" is the pursuit of every hotel. Front office staff should also actively respond to low-carbon management, control costs, and carry out activities to reduce expenses, which not only caters to customers' green needs, but also creates economic benefits for the hotel, killing two birds with one stone. You can start from the dribs and drabs of daily life, turn off the tap, turn off the unnecessary power switch, and reuse the reverse side of used A4 paper.

5. Pay attention to and adopt the opinions of guests and advocate personalized service.

Always consult guests and pay attention to their complaints. The opinions of guests are an important channel for obtaining quality information and an important material for improving management. Listen to and solicit the opinions of guests extensively, reflect and report to superiors in time, and take a positive attitude to handle them properly. In order to satisfy our customers to the greatest extent. Advocate personalized service to attract customers' attention, improve customer satisfaction and strive for more repeat customers.

Intransitive verbs focus on coordination with various departments.

The hotel is like a big family, and the front hall is the nerve center department of the whole hotel, which has close working contact with catering, sales, guest rooms and other departments. If there is a problem, we should actively coordinate with relevant departments to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring some negative effects to the hotel. Therefore, the work contact, information communication, unity and cooperation between departments are particularly important.

Front Office Work Plan Part II ◆ Work Objectives

Establish and improve the guest service center, and strive for guests' satisfaction with the apartment front desk service center to reach more than 70%.

The success rate of guests complaining about apartment service is over 70%.

Conduct English test and assessment on the front desk staff every quarter, and require the assessment score of the staff to reach more than 80 points.

Set up a patrol team to patrol the public areas in the lobby of T8 and T9 buildings, and handle the decoration problems or other problems in time and report them to the superior leaders.

◆ Overview of ◆20xx Work Plan

(1) Improve the management process of the apartment lobby.

(2) Training plan.

(3) Establish and improve the guest service center.

(4) Establish regional inspection and accident reporting system.

(5) Set up a front desk internal management meeting.

◆ Improve the management process of apartment lobby.

(1) While the guests improve the apartment service, the service quality of employees and the management of personnel should also be modified accordingly.

(2) Gradually modify the workflow of the front office of the apartment to improve the working speed and enhance the fluency of employees.

(3) Communicate with the guests every week, record the questions and requirements put forward by the guests in time, and achieve one-stop service requirements.

(4) Ask better questions to the guests during the festival, care about the guests and make them feel at home.

◆ Training plan

(1) Establish a training system suitable for employees during the training process.

(2) Prepare the training work for next month one month in advance, and do a good job in evaluating the training content after the training.

(3) Strengthen the training of employees in dealing with emergencies of apartment guests. For example: illness, complaints, water leakage, fire.

(4) After the front office staff are familiar with the department's work flow, they should conduct business exchange training with the housekeeping department (the exchange training between the two departments can improve the staff's work ability and realize multi-function in one post).

◆ Establish and improve the guest service center.

Reduce service links and improve service efficiency. Service efficiency is an important part of service, and many complaints are caused by low service efficiency. In order to reduce the work links to facilitate guests and establish and improve the guest service center, all services and inquiries in the apartment can be solved by dialing "666".

◆ Establish regional inspection and accident reporting system.

Set up an inspection team to inspect the public areas in the lobby of T8 and T9 apartments at least twice a day to ensure that the facilities and service personnel in the area are in good condition and provide quality services to guests at any time. In addition, make detailed records of decoration problems or important events (such as smoke alarm, guest complaints, etc.) found in the class and report them to the general manager for review every day.

◆ Hold an internal management meeting at the front desk.

At the end of each month, the department manager and the foreman hold a front desk management meeting to strengthen the communication between the foreman and the manager, discuss the solutions to problems encountered in the work, collect reasonable suggestions in time, and improve management efficiency. At the same time, standardize the training plan and work of the department next month to ensure that the department always maintains efficient operation.

Front Office Work Plan 3 20xx is a year for the hotel to further improve economic benefits, generate income and create profits. The front office will conscientiously implement the overall requirements of the hotel's annual work, and combine our work characteristics to formulate the main points of this year's work as follows:

First, the 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, the 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 and 20xx door-to-door customer sales tasks shall be studied and formulated separately according to the actual completion of 20xx and the internal and external market environment of the hotel.

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.

Fourth, staff training.

1. Establish the concept that "training is the greatest benefit for employees", clarify the training objectives, formulate strict training systems and plans, and establish employee training files.

2, combined with the actual situation of each district, in view of the weak links in the work, targeted to carry out all kinds of service skills training, so that employees can master new technologies and methods in time, improve technical level and work efficiency, and adapt to the requirements of hotel work.

3. Pay attention to the training of ideological education such as professional ethics and safety precautions, establish the attitude of employees as masters, stimulate their work enthusiasm, improve their comprehensive quality, and enhance their sense of mission, responsibility and enterprise cohesion.

4. Always adhere to the long-term goal of our hotel, pay attention to the cultivation of advanced and reserved talents, prepare more and richer intellectual resources for the development of the hotel, promote the development of the hotel and improve its competitiveness.

5. Use training methods such as lectures, audio-visual, discussion, operation demonstration and case analysis to increase employees' interest in the training content, improve employees' understanding of the training content, facilitate employees to remember the training content and promote employees' internalization of the training content.

Front office work plan. Summary of xx years' front desk work:

1 and xx month's operating income

The total income of room rate is xxxx yuan.

The average house price is xx yuan.

The total number of open rooms is xx.

Rent xx%

Travel agency team income xx * yuan

The income of the conference team is xx yuan.

(1) In the actual operation of employees, it is challenging for the front office to conduct targeted on-the-job training on their mistakes and mistakes, but with the efforts of hotel leaders and departments, various meetings and team reception tasks have been successfully completed.

(2) Through theoretical training and practical operation, the front office has formulated a "departmental reward and punishment system" according to employees' daily business ability, job responsibilities and work attitude, which deals with daily work mistakes and imposes cash penalties on serious cases. At the same time, it selects outstanding employees in the department every month and rewards employees with the cash obtained from the punishment, which is actually "from employees and used for employees". It also played a certain role in the cohesion of the department.

2.4 questions:

(1), employees are not strong in observing the rules and regulations of the hotel, and sometimes violate the rules and regulations of the mall.

(2) Some problems left over from the guest room project and maintenance problems have not been completely solved, resulting in some guest room products being unqualified and being complained by guests. For example, the room smells bad and often can't get online.

(3), the basic goods configuration is not in place, resulting in room products are not perfect, the carpet is old and dirty, and the room looks monotonous. Guests generally reflect the warmth and luxury of not staying in a high-star room.

(4) Employees are not skilled enough in operation and lack service skills. Compared with other hotels with the same star level, there is a gap in experience, and service standardization can cope with it, but flexible and personalized services are relatively lacking, which is exactly what our hotel needs.

(5) The cooperation between departments is not tacit enough and there is a lack of communication.

⑥ There are few permanent tourists, and the tourist market is unstable.

Second, the xx month work plan

1, work plan

(1), work together with the sales department to expand market share, establish sales channels, and strive to improve the hotel market share.

(2) Make statistics on the history of guests, especially permanent guests and business guests, and plan to establish the first-hand information of reception desk in the form of "permanent guest card".

(3) Continue to implement the commission reward system for selling houses to stimulate the sales awareness of the front desk and promote its enthusiasm. The receptionist should grasp the room rate flexibly according to the market situation and the check-in situation on the same day while giving preferential policies to the hotel, emphasizing that "as long as the guests come to the front desk, they should try their best to let them stay and strive for more occupancy rate."

(4) Analyze the room occupancy rate and rent amount in the form of statements every month, and discuss the reasons, so that employees can see the actual situation of the hotel, "participate" in management, and clearly understand the actual attitude of hotel room rental.

(5), pay attention to the coordination between departments. Friction will inevitably occur between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, which has close working contact with rooms, sales, catering and other departments. If there is a problem, you should take the initiative to coordinate with relevant departments to avoid things getting worse.

2. Management plan

(1), according to the hotel and front office management rules and regulations, post standard operating procedures, employees are strictly required, and employees who violate the system are punished accordingly.

② Service quality is the essential feature of hotel brand. To establish a good brand image, the first thing is to grasp the quality of employees and the service quality of employees. In order to better strengthen the service of the department, the assistant manager of the lobby will supervise and inspect the hygiene and service quality of the front hall every day.

(3) As always, do a good job in the department's health quality, gfd and courtesy inspection, create a high-star hotel atmosphere, and provide better services for guests.

(4) Establish detailed rules for the evaluation of "excellent employees", recommend candidates according to departmental positions, and all employees of the department will reward excellent employees.

⑤ Carry out the concept of "using fewer people and using good people", so that one person has more responsibilities and one post can do many things. The switchboard cooperates with the front desk, which is on duty at the gate and has sufficient personnel. Familiarize everyone at the front desk with the work of this department. Serve the guests better.

The geographical location of our hotel is limited. In order to continuously enhance the popularity of the hotel, the front office staff are required to provide warm and meticulous information services for every guest who enters the hotel to attract more individual guests.

⑦. By controlling the service quality and sanitary quality of employees and correcting them in time, we will provide personalized and characteristic services for our guests on the basis of standardization, and strive to make every guest who has been to Leiden leave a deep and beautiful impression. The most important thing is to use the publicity and word-of-mouth effect of the guests to increase the reputation of the hotel.

(8) Carry out standardized and procedural training. Provide special training for the front desk staff in terms of front desk service, skills of selling houses, information service, handling of common problems, and skills of error correction.

Pet-name ruby, housekeeping department and front office department hold regular coordination meetings, which are presided over by department heads in turn every month. Employees are welcome to attend. Employees from different departments ask questions and relevant departments coordinate. After the coordination meeting, the presiding department will distribute the coordination contents to relevant departments in the form of memos, which will be implemented by the system in the future.

Third, the training plan

The front office knows that it is impossible to make great progress without training, and organizes employees to carry out various forms of training: on-site training, practical assessment and so on. In April, due to the large turnover of post personnel and the resignation of old employees, the normal work of the post was greatly affected. Timely train new employees in manners, body, procedures, knowledge and response, fire fighting and other aspects, instill some service details and concepts in time, and let new employees enter the service work as soon as possible. Combined with the hotel-related training work, the front office post was consolidated and strengthened, and the service level was better improved. In May, the front office will continue to strengthen training to improve the overall quality of employees and improve service quality; Stabilize the labor force and reduce employee mobility;

1. The specific training plan is as follows:

(1), strengthen the training of reservation skills, and constantly improve the room occupancy rate.

(2) Strengthen the visit of in-house guests and strive for more repeat customers.

(3) Conduct standardized and procedural training for each position.

④ Cross-training of business knowledge within the department.

⑤ Summarize, analyze and discuss each post case every month.

⑥ Conduct special training for employees on how to retain guests.

All landowners, do a good job of induction training for new employees.

Today, the 5th and 20th of each month is the training given by the manager to all employees;

Pet-name ruby, staff service consciousness, courtesy, enthusiasm and active service training;

Continue to follow up the standard of special service of the switchboard, and make the meeting that the front office should know, including the famous scenic spots in Hunan, the origin of Changsha, snacks around the hotel, various shopping malls and so on. Every operator is required to know very well and be able to answer freely; We will give some on-the-spot instructions on the answering speed, sound quality and timbre of the telephone operator, so that everyone who answers the phone can hear a "smile" from the operator.

The work plan of the front office part 5: strengthening the sales ability of the front office.

1, enhancing the reservation function. Pay full attention to the position of the appointment office and constantly improve the service standard of the appointment office.

2. Pay attention to the development of potential sales platforms. For example, start and improve reservations on your hotel website and increase links with websites with high click-through rates.

3. Maintain business cooperation with online booking companies, achieve sincere cooperation, try to improve and standardize the details of cooperation, and avoid interest disputes.

Since the implementation of "in-house guest consumption points" in the second half of this year, although the effect is not great, it has begun to attract the attention of guests. We will continue to implement this system next year to increase our influence and strive for greater benefits.

5. Since the implementation of the promotion reward scheme for front desk employees, the enthusiasm of employees to sell houses has been greatly improved, and the skills of selling houses have been reflected in different employees, and the occupancy rate of high-priced rooms in hotels has also been greatly improved. This program will continue in 2007.

Second, the internal management of the department

1. Earnestly implement the detailed rules for evaluating the service quality of each post that have been formulated within the department, give a correct and fair evaluation of the staff's work quality, hold a regular work meeting every month, and make a summary and case analysis.

2. Managers of all positions should strengthen on-site management and supervision, as well as on-site training. They should not mix with employees because of excessive humanized management, forget their own management functions, and thus lose their management principles. We should vigorously strengthen quality inspection.

3. Improve various forms and operation procedures: a. The registration form at the front desk needs to be manually copied into computer print format to improve work efficiency and quality. B Welcome to change the format of the card and change it into a disposable card. Print rain gear rental receipt. D print luggage label e print team key bag. F print the guide card of the concierge (record the taxi number, provide various service numbers, and provide a simple map of the hotel location). In the operation process, do a good job of network docking between Neusoft and the public security newspaper account system to reduce the labor intensity of the front desk.

4, continue to sort out, record the guest, get in touch with the guests.

5, pay attention to safety awareness, and earnestly implement the relevant provisions of the public security department.

Third, training.

1. training content: make a monthly training plan around daily service specifications, and combine training assessment with daily quality inspection.

2, highlight the following aspects in the training:

(1) skills assessment content, laying the foundation for participating in the selection of various service competitions.

(2) according to the rules of each post star interview standard daily training and daily inspection.

(3) formulate the new employee induction training plan and improve the new employee induction assessment standards.

Fourth, strengthen weaknesses.

1. There are problems in the service initiative of the concierge department in various opinions and consultations in the front office. One of the focuses of next year's work is to use various methods, especially to strengthen on-site guidance, strengthen concierge's service awareness and increase their service initiative.

2. The occupancy rate of business floors is increasing day by day, but the utilization rate of supporting facilities is still very low. Strengthen the promotion of business facilities, increase the content of business services, increase publicity and marketing efforts, and increase the chips for the hotel to position itself as a business-oriented functional hotel.

Five, increase the "golden key" service

1. The hotel has introduced a "golden key" employee. Next year, the front office can use the existing resources to promote the golden key service concept of "satisfaction+surprise" in hotels, so that it can play a greater role.

2. Expand the service cooperation space between hotels through the golden key network, enhance the service image of the hotel, and then enhance the location of the hotel.

Intransitive verb XX business plan:

Planned operating income:190,000 yuan, rental rate: 73%; The average house price is 355 yuan

Front Office Work Plan 6 I. Income Plan

Second, the training plan

According to the work requirements of the front office and the implementation of the training plan, the front office will strengthen the training of employees' service awareness and service norms. The specific scheme is as follows:

65438+ October

1, New Year Spring Festival hotel series activities promotion training

2. Employee handbook training. Professional skills training

February

1, Job Skills Competition

2.gfd and etiquette training.

3, job responsibilities and system training

4. "Hotel knowledge" training

March

1, service specification and standard language training

2, job English training

3, professional skills training

April

1 and the promotion training of Wuyi hotel series activities

2, fire safety training

3. "Hotel knowledge" training

May

1, employee handbook training

2, job English training

June

1, etiquette training.

2, service specification and standard language training

3. Working English training

July

1, job responsibilities and system training

2. Professional skills training

August

1, hotel knowledge training

2, job English training

September

1, National Day series activities promotion training

2, fire safety training

3, service specification and standard language training

10 month

1, professional skills training

2.gfd and etiquette training.

3. Working English training

165438+ October

1, skill competition for each post

2, job responsibilities and system training

3. Working English training

65438+ February

1. New Year's Christmas series activities promotion training

2. Hotel knowledge training

Third, personnel planning.

1, according to the actual work, objectively carry out the daily assessment of employees, make reasonable arrangements for those who do not meet the post requirements, and make work plans for hotels and hotel front offices with good performance.

2. Continue to carry out cross-training to make every front office employee familiar with the service content of the hotel and master more work skills.

3. Hold different forms of employee seminars, effectively inform every employee of the hotel's development prospects and requirements, understand the ideological trends of employees' work and life, and establish a bridge between the hotel and employees.

4. Make full use of employees' own advantages and strengths, and hold training courses from time to time, so that front office employees can learn a variety of skills and develop in an all-round way.

5. Organize various departmental networking activities to enhance the centripetal force and cohesion of the department.

Four. Internal management plan

1. Strengthen internal management, strictly implement various rules and regulations, put an end to employees' paralysis, and make them strictly abide by the requirements of the hotel.

2. Strengthen the safety awareness of employees in all departments, be vigilant and report suspicious problems in time.

3. Continue to strengthen the energy-saving awareness of employees in various departments, strictly control the use of consumables, and implement all control work to specific responsible persons.

4. Combined with the update of hotel software, strengthen customer visits and improve the customer history file system, so that the hotel can make the investable customers familiar and clear, reflect the concentrated problems from the guests, keep close contact with the guests to promote emotional exchanges and ensure a certain customer base.

The front office is a functional department responsible for attracting and receiving guests, promoting hotel services such as guest rooms and restaurants, and providing various comprehensive services for guests. It is the business window of the hotel and an important window reflecting the overall service quality of the hotel. It is the place that leaves the first impression and the last impression on the guests; Has a certain economic role; Have a coordinating role; Building a good customer relationship is an important department. According to the functions of the front office, the following work plan is made:

First, the formation of personnel team

During the hotel preparation, in addition to hardware preparation, the most important thing is the formation of the staff team. The setting and staffing of the front office will affect the cost level of the hotel, so we should proceed from reality, streamline the organization and have a clear division of labor. It is necessary to carry out the survival of the fittest, train excellent employees in job skills, give priority to on-site training, regularly evaluate, test and assess, give targeted guidance and education, and constantly improve employees' business skills so that front office employees can meet the standards of hotel employment.

Second, pay attention to training.

As the front office of the hotel, every employee should face the guests directly. The attitude and service quality of employees reflect the service level and management level of the hotel. Therefore, the training of employees is the most important, and it is necessary to make a detailed training plan for the front desk. With good service skills and proficient business knowledge, we can provide high-quality, efficient and fast service. Only with good training can we provide good service to our customers.