Summary of Customer Service Manager's Night Work

Summary of Customer Service Manager's Night Work

Take the lead: study and master the changes and development of the market, formulate the market expansion and price system, put forward the phased work priorities in time and guide the implementation. Below I will introduce the summary article of the evening customer service manager for your reference only!

Work summary of night customer service manager * * *, general manager of hotel and KTV, under the leadership of Chairman * * and the headquarters of * *, led all the staff of hotel and KTV to complete all the business management indicators set by the headquarters, * * * improved the service quality, management level and economic benefits of hotel and KTV, and formulated the business plan, development plan and business policy of hotel and KTV.

1. Presided over the formulation and improvement of various rules and regulations of hotels and KTV, established and improved the internal organization system, coordinated the relations among departments, and established a reasonable and effective internal operation mechanism.

In order to gradually bring the daily operation of hotels and KTV into a planned, guided, tracked and summarized work management system, effectively combine planning work with emergency work, and establish clear work objectives, all departments are required to establish a planned work system, and plan and implement all work according to planned steps through monthly summary and planning. Establish a monthly work report system, and evaluate the heads of various departments through the completion of the work.

At the beginning of the establishment of hotels and KTV, the various systems were not perfect, and the perfection of the system and the establishment of various working procedures had to be completed gradually after a long period of practice. Therefore, the establishment of the system is also a long-term and complicated work. Now this part of the work has been basically completed, and the post procedures and processes of the club have been formulated. The standardized and institutionalized management of hotels and KTV is the basis of their development. Since 20xx, the management of hotels and KTV has defined the overall norms and standards of hotels and KTV, and has successively issued relevant procedural and standardized management documents.

In the aspect of target assessment, on the one hand, it is assessed according to the published assessment implementation method, on the other hand, it holds the work summary meeting of last month/quarter every month, summarizes the actual implementation progress according to the formulated work plan, and puts forward the problems that need to be solved, so that all the work can be implemented for everyone, which also serves as the basis for the assessment of each department.

Two, study and grasp the changes and development of the market, formulate the market expansion and price system, timely put forward the phased work focus, and guide the implementation.

Market changes are closely related to the development of hotels and KTV. Based on this, the club closely follows the pulse of the market and puts forward the priorities of each stage in time:

1 month set the price and contract version of individual business, long private rooms, conference rooms and travel agency rooms of 20xx.

Plan Valentine's Day activities and promotions in February, strengthen financial management, formulate warehouse management system, and implement separate management of switchboard and service center.

In March, according to the seasonal changes, adjust the preferential policies of Zone A and Zone B of Jinhaiyue Hall, reduce the gifts, improve the service function of Zone C, pay close attention to the marketing work, implement the marketing plan of hotels and KTV, and make the distribution of sales or sales tasks. Formulate the workflow and reward and punishment system of western restaurants. Formulate the articles of association of XX membership card.

In April, improve the work responsibilities of hotels and KTV departments, draft the work flow of hotels and KTV departments, carry out the preparations for the opening of swimming pools, and complete the rooftop layout of western restaurants. Organize marketing staff to sell diamond cards and discount cards, and plan Mother's Day activities.

In May, a new menu was compiled, seasonal dishes were changed, the service function of Chinese food area C was changed, and the executive package was launched. We strengthened the sales of swimming pools, repaired the water leakage in guest rooms and bathrooms, repaired the smallpox and moldy wallpaper in western restaurants, repaired Chinese and western kitchens, and cleaned the dust-proof net of Chinese food air conditioners. Complete the production of outdoor inkjet advertisement on the east outer wall of Economic Building. Plan preferential activities for Children's Day on June 1st.

In June, we reorganized the staffing of Chinese food, continued to employ excellent marketing personnel, carried out the Dragon Boat Festival and Children's Day celebrations, adjusted the summer products of western restaurants, and completed the ordering and printing of hotel and KTV brochures.

In July, in order to save costs, hotels and KTV purchased some materials by themselves, promoted new Chinese dishes, and introduced western-style afternoon tea and summer drinks. The saleable towels were added to the guest room, and the disposable articles in the guest room were rewarded with xx points. Start leakage maintenance of guest rooms.

In August, the hotel and KTV elevators were painted and replaced, the central air conditioner and boiler were cleaned, and the disposable articles in the rooms were customized again.

In September, according to the operation of Chinese food, the Chinese food business was stopped in time, and the work of dismissing employees, returning suppliers' materials and counting assets was carried out around the suspension of Chinese food. At the same time, the western restaurant carried out Mid-Autumn Festival activities with the theme of climbing mountains and enjoying the moon, and achieved good results.

/kloc-The reception of the Golden Week in October was well done. At the same time, due to the holding of the high-tech fair, the house price was adjusted in time and the operating income was increased. In order to save energy and reduce consumption, the opening time of central air conditioning in autumn and winter is specially formulated.

1 1 month completes the replacement of some uniforms in hotels and KTV, and the cleaning of fan coils in guest rooms. At the same time, in order to improve the staff accommodation, the staff dormitory was moved from Li Antang to Shangbu, and the staff shuttle bus was cancelled.

/kloc-moved the office in February, and comprehensively arranged and planned the hotel and KTV with emphasis on Christmas, which basically achieved the expected results.

Three, responsible for the training and use of middle and above managers, and supervise the training of hotels and KTV. The middle managers of hotels and KTV are the backbone of hotels and KTV. Cultivating one's own outstanding talents requires a harmonious working environment, affirmation of outstanding talents' ability and respect for personality. At present, hotels and KTV adopt the principle of employing people according to their abilities, so that saints come first, capable people come next, and wise people are around, giving full play to the subjective initiative of talents, and strengthening supervision, restraint and management in a responsible attitude towards subordinates.

Training is of great significance for hotels and KTV to adapt to changes in the environment, meet the needs of market competition, meet the needs of employees' own development and improve the efficiency of hotels and KTV. Training can improve the skills and comprehensive quality of employees, thus improving the quality and efficiency of employees' work, reducing mistakes, reducing costs and improving customer satisfaction; Employees can understand and master their work at a higher level and enhance their work confidence. For this reason, the club has carried out a lot of training work in 20xx, requiring all departments to make training plans every month. Taking the second quarter as an example, the cumulative training time was 242.5 hours, including1010.5 hours in April, 67.5 hours in May and 73.5 hours in June. The average training course of the department is 6 sessions/month, and the average monthly training hours are about 8 hours, which is close to the upper-middle level of the training hours index of excellent enterprises.

Hotels and KTV have initially established a unified trainer system. The human resources department has strengthened the ability guidance training for basic trainers, and organized "training skills practice courses" and some basic management and professional knowledge courses. Strengthen the training and examination, and organize the preparation of *** 12 test papers for various positions in western food, front office, housekeeper, financial cashier and other departments. To lay a foundation for the future assessment of employment, job transfer and promotion.

Fourth, mobilize the broad masses of employees to work together to do a good job in democratic management; Care about the lives of employees and constantly improve their working and living conditions.

1. Set up the email address of the general manager and establish communication channels between employees and the general manager. Since the establishment of the general manager's mailbox, the club has received the following complaints 12 times (see the figure below):

In view of the problem of work clothes mentioned by employees, the housekeeping department was immediately asked to order the summer uniforms of the engineering department.

In response to complaints from individual departments and employees and employees, hotels and KTV immediately launched an investigation to clean up unqualified personnel in time.

In view of employees' general complaints about poor food and inconvenient commuting, the club has taken the following measures: First, adjust the staff dormitory in time and move the staff dormitory from Li Antang, which is half an hour's drive, to Shangbu Industrial Zone. At present, employees only need to walk for ten minutes to and from work, which is not limited by the shuttle bus time. The rest of employees has been fully guaranteed and fully affirmed by employees.

Secondly, staff dining is also a prominent problem. Originally contracted to Zhenghefeng Restaurant, in order to maximize profits, most of the food provided by the restaurant to employees is leftover food in the sales area, which is not only bad in taste, but even spoiled food. Employees generally report that they don't have enough to eat, and their work mood is affected, which is also one of the reasons for the high turnover rate of employees. In order to change this situation, after discussion, the club leaders decided to hold a staff meal in the office area on the 26th floor. Since the meal was started on February 6th, 65438, the food was clean and delicious, and was well received by the staff.

Thirdly, in view of the continuous strengthening of the enforcement of labor law in Shenzhen Special Economic Zone this year, the club has strengthened the management of employee employment procedures and labor contracts, and purchased social insurance for each employee in accordance with relevant laws and regulations. Although this will lead to a slight increase in wage costs, it will also play an inestimable role in improving employees' sense of belonging and avoiding potential legal risks.

Through the implementation of the above measures, we can see that the turnover rate of the club reached the lowest in June 5438+February, only 4%. And gradually established a fast and effective communication channel between employees and the general manager.

2. Carry out employee cultural activities as far as possible according to the existing conditions, organize employees to Dameisha and Wu Tongshan by department, and hold employee tea parties. , enhance corporate cohesion. Hold employee birthday parties every month, celebrate employees' birthdays in the form of big families, give sincere wishes and enhance employees' sense of belonging.

3. Regularly arrange and publish the windows of XX in hotels and KTV, update the employee publicity window every month, and establish a bridge between hotels, KTV and employees.

The above is the work I was responsible for during my tenure as general manager of XXX Hotel and KTV this year. Due to the heavy task, there are inevitably omissions and shortcomings in the work, so please criticize and correct the company leaders.

Night customer service manager's work summary 2 1. Strengthen the administrative management of hotels. This time, it is mainly aimed at the department manager/person in charge. The specific provisions are as follows:

(1) Attendance management regulation: This regulation requires the department manager/person in charge to punch in and out of work every day. In addition to this rest day, the normal examination and approval procedures are required for leave. If you break the rules, you will be punished accordingly. Since the implementation of this regulation, the department manager/person in charge has been on time for work, basically eliminating the phenomenon of being late, leaving early or not playing time cards; Vacation or leave can also be handled according to normal procedures to standardize the management of the hotel.

(III) Relevant regulations on total value duty: This regulation re-emphasizes the description requirements of total value duty time, total value duty, total value duty record, discipline requirements of total value duty personnel, layout of total value room, penalties for violations, etc. To encourage the chief duty officer to perform his duties. Since the implementation, the personnel on duty have basically been able to perform their duties on the job, handling emergencies and guest complaints during the duty period in a timely manner, and there has been no phenomenon of off-duty and non-performance. The description of duty records is also relatively standardized.

(IV) Description of work log: From June 5th, managers/responsible persons of all departments can basically record work logs every day, and submit them to the General Office/Human Resources Department for reading at 10:00 the next day. According to statistics, in recent months, a very small number of people have been punished for failing to submit their work logs, submitting them late or coping with things.

(5) Monthly work summary: Starting from June, managers/responsible persons of all departments can basically submit the work report of last month before the 5th of each month, with detailed contents, including: summarizing the work completed last month, unfinished work and problems to be solved urgently, work plan for next month, opinions or suggestions on the work of their own departments and hotels, personnel dynamics of their own departments, etc.

2. Strengthen the management of staff dormitory, so as to change the dirty, disorderly and poor conditions of hotel staff dormitory and create a clean, orderly and comfortable living and entertainment environment for staff. With the help of other managers, I began to strengthen the management of staff dormitory:

(1) Strengthen organization and management: Strengthen the organization and management of staff dormitory. First, clarify the job responsibilities of the logistics administrative supervisor, stimulate the enthusiasm of the logistics supervisor, and give play to the important role of the logistics supervisor; Second, the housekeeper is required to earnestly perform his duties, assess the performance of the housekeeper, and implement a reward and punishment system; The third is to assess the director of the staff dormitory and hand over the daily management to the director of the dormitory, thus forming a four-level management network of personnel manager, logistics director and dormitory director.

(2) Strengthen the management of water and electricity in dormitory: according to different seasons and levels, stipulate the amount of water and electricity used by hotel employees, reward excess water and electricity, and punish those who waste water and electricity. Since the implementation of this regulation, the water and electricity consumption of staff quarters has been greatly reduced. When checking the hygiene of the dormitory every week, we should collect the high-power electrical appliances used by employees and punish the users, so as to prevent the use of high-power electrical appliances in the dormitory and reduce hidden dangers.

(3) Implementation of dormitory hygiene standards and inspection, rewards and punishments: According to the specific conditions of hotel staff dormitories in our hospital, dormitory hygiene standards are formulated, and it is stipulated that dormitory hygiene should be inspected once a week. Feedback should be given to the dormitory with poor hygiene, and the procedures for fines in informed criticism should be gradually improved under the supervision of department heads. After several months of continuous efforts, the dormitory hygiene has been greatly improved, and the information is orderly.

(4) Standardize visiting registration: stipulate the visiting time of employees' relatives and friends, and must fulfill the registration procedures. For those who refuse to fill in the registration form, the housekeeper may prohibit them from entering the staff dormitory. Unauthorized outsiders are not allowed to enter the dormitory. Visitors are not allowed to enter the dormitory of non-visitors without authorization. When the visit is over, the housekeeper must urge the visitors to leave as soon as possible. Over the past few months, housekeepers have conscientiously implemented this regulation, and there have been no accidents caused by employees visiting relatives and friends.

(5) Standardize the management of xx room and TV room: When xx room and TV room just opened, the hygiene and workshop order were chaotic, and outsiders often came in to play cards and watch TV. Through unremitting efforts, the hygiene and order of xx room and TV room are relatively good, putting an end to the entertainment of outsiders and creating a good and safe leisure environment for employees.

Third, conduct three trainings for grass-roots employees. 20xx In July, September and June 165438+ 10, the personnel department arranged three trainings for grass-roots employees of various departments, totaling 150 times. The training contents mainly include: basic hotel knowledge, gfd standards for employees, telephone etiquette and smiling service, hotel awareness of employees, hotel fire safety knowledge, local customs at home and abroad, Quanzhou tourism knowledge, etc. After training, employees have a better understanding of the hotel's work, gfd and handling hotel affairs are more standardized, and the hotel's awareness has been improved.

Under the supervision of the human resources department, various departments have carried out more than 200 job skills training, which has improved the practical operation ability of grass-roots employees and greatly reduced customer complaints. There is an upsurge of learning skills and comparing skills among employees, which not only gradually improves the operating skills of employees, but also creates a positive team.

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