Work summary and plan of the front desk supervisor of the hotel

Summary and Plan of Hotel Front Desk Supervisor 1

Unconsciously, 20xx years will soon pass, and this year I am full, busy, h

Work summary and plan of the front desk supervisor of the hotel

Summary and Plan of Hotel Front Desk Supervisor 1

Unconsciously, 20xx years will soon pass, and this year I am full, busy, happy and growing. At the end of the year and the beginning of the year, review the past and look forward to the future! In the past year, under the guidance of the company, with the care and help of department leaders and with the friendly cooperation of colleagues, I have made great progress in my work and study.

The front desk is the window of the hotel, the image of the company, the starting point of service, the first step for customers to contact our hotel and the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. From welcoming guests at the front desk, a good beginning is half the battle. So I must do my work carefully.

First, smile and be full of energy.

We should keep our best image, greet our guests with our best side, and let every guest experience our sincerity and enthusiasm when entering the hotel. Strive to improve the quality of service. Answer every call carefully and make every record. Always pay attention to maintain a good service attitude, warm reception, and skillfully answer every question raised by customers. Smiling, patient and meticulous, warm tips.

Second, pay attention to the habits and preferences of guests.

When guests enter the hotel, we should take the initiative to say hello. When addressing guests, if they are frequent visitors, it is very important to say the guest's name accurately, so the guests will feel respected and valued. If you are a foreign guest, you can explain the local customs, introduce them to the locations of stations, shopping malls and scenic spots, and complete the formalities quickly. When guests go through the formalities, we can pay more attention to the guests and ask them. We also need to collect information about their living habits and personal preferences, and try our best to satisfy our guests. When they check out, they need a few minutes to make rounds. Don't let the guests stand, please sit down and wait.

Third, pay attention to etiquette.

When talking with guests, you should keep eye contact with them from time to time. Smile in front of guests, especially when they criticize us or explain problems. Don't argue with the guests, even if they are wrong, give them the right one. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, say hello when guests come, send a message when they leave, and apologize when they cause trouble. Try to solve the problem for the guests in time, and be anxious for the guests. In my opinion, only by paying attention to details, starting from small things and starting from little by little, will our work be even better.

Fourth, focus on the overall situation, regardless of personal gains and losses.

Whether during working hours or during rest time, if the company has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of xx Hotel, I will dedicate my strength to serve the company. At ordinary times, I actively participate in the activities organized by the company, obey the arrangement of superior leaders, and strengthen the feelings between colleagues and the communication between departments.

Verb (abbreviation of verb) communication and cooperation between departments

The front desk, guest room and logistics are like a chain, and the work of each department is very important. Therefore, in the future work, we should strengthen cooperation with other departments to make our work more enjoyable, more efficient and gain greater benefits. The front desk work is trivial, but we can do everything well as long as we are serious. Therefore, I will do everything more seriously and carefully. Watching all kinds of guests come in and out every day, I feel very happy that I can provide them with different services and solve various problems.

I thank the manager for giving me a job opportunity and the company for giving me a platform to exercise myself. I'm very happy that I can take the position of front desk. I'm very proud of my work. I sincerely love my post and hope that I can become more mature and calm when I encounter problems in my future work. In the future, I will learn more telephone skills and etiquette to adapt to the rapid development of the company, make personal work plans, and learn more about the basic situation and business content of the company. In order to continue to lay a solid foundation for better work in the future, we will also strive to create our own glory here!

Summary and Plan of Hotel Front Desk Supervisor Part II

1. Summarizing the work in the first half of the year, because the professional knowledge of receptionists and mechanics is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrustful. Therefore, we need to continue to strengthen the professional knowledge training for receptionist and machine maintenance personnel, improve business ability and strengthen technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.

Secondly, in the past, we made mistakes in some avoidable work details, because the standard procedures of the front desk and workshop were not in place, and the staff were not very careful when facing the work. Therefore, in the second half of the year, we need to strengthen the sense of responsibility of managers and employees for their work, let employees know the current enterprise status and future planning, as well as the market and future trends, and let them realize that their stable work is directly linked to the company's enterprise development, so that employees can become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of Buick's after-sales service. The receptionist's every move represents the image of Buick's after-sales department, so we will establish a good image for Buick's after-sales department and even the enterprise, which will be recognized in the eyes of customers, so that our enterprise will continue to develop and grow.

Thirdly, from the marketing strategy, Buick's after-sales department has some shortcomings in maintaining loyal customers in the first half of the year, and there are some losses when increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we get through the good times and bad times in the market, so that these customers can always follow us and really &; I care about you more than you do. r .

Fourth, price rationalization. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, and always make a reasonable maintenance plan from the customer's point of view, so as to save money for customers and exceed their expectations.

In the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to cut costs and save every penny for the enterprise. As a Buick after-sales, we should save on hospitality and daily necessities.

Summary and Plan of Hotel Front Desk Supervisor Part III

Because the professional knowledge of receptionists and technicians is not professional and extensive, and the service details are lacking, when they are in contact with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrustful. Therefore, we need to continue to strengthen the professional knowledge training for receptionist and machine maintenance personnel, improve business ability and strengthen technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.

First, summarize the work in the first half of the year

In the past, we made mistakes in some avoidable work details, because the standard procedures of the front desk and workshop were not in place, and the staff were not very careful when facing the work. Therefore, in the second half of the year, we need to strengthen the sense of responsibility of managers and employees, let employees know the current enterprise situation and future planning, as well as the market and future trends, and let them realize that their stable work is directly linked to the enterprise development of the income company, so as to make employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of Buick's after-sales service. The receptionist's every move represents the image of Buick's after-sales department, so we will establish a good image for Buick's after-sales department and even the enterprise, which will be recognized in the eyes of customers, so that our enterprise will continue to develop and grow.

From the marketing strategy, Buick's after-sales department has some shortcomings in maintaining loyal customers in the first half of the year, and there are certain losses when increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend good times and bad times in the market, let these customers always follow us, and truly "care more about you than you".

Rationalize the price. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, and always make a reasonable maintenance plan from the customer's point of view, so as to save money for customers and exceed their expectations.

In the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to reduce expenditure and save every penny for the enterprise. As a Buick after-sales, we should save on hospitality and daily necessities.

1, do a good job in internal personnel management, and make the management system strict and the division of labor clear.

2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and build the service quality seminar into an exchange platform for all service personnel to learn from each other, share service experience and stimulate their thoughts.

3. On the basis of the existing service level, innovate and upgrade the service, focus on service details and humanized service, improve the entry qualification of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily service, establish quality service windows, create service highlights, and innovate service brands on the basis of brands.

4, the responsibility to the people in the management of goods, there are rules to follow, well documented, someone to implement, someone to supervise.

5. Strengthen the maintenance of member customers.

6, strict management system, employment training system, clear job evaluation grade division, enhance the competitiveness of employees, improve personal quality and work efficiency.

7. Enhance employees' welfare awareness, strengthen cost control and save expenses. Train employees to form a good habit of saving electricity and water, find wasteful behavior, stop it in time and strictly implement the relevant punishment system.

8. Strengthen coordination among departments.

9. Pay attention to food safety and hygiene, and do a good job in various safety management.

Second, the second half of the work plan

I think the work of the hotel front office supervisor is mainly divided into the following points:

(1) Assist the store manager to do a good job in the overall operation of the front office, arrange employees reasonably, and arrange accommodation for store employees;

(2) Be able to do the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, and take corresponding countermeasures in time, and at the same time summarize the day's work and make records;

(3) Make in-store worksheets. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of making the in-store worksheet is to better understand the tasks of the day, which can also reflect the transparency and progress of the work;

(4) Grasp the daily passenger flow and turnover, make statistics on the weekly and monthly passenger flow, make corresponding marketing plans, and compare the turnover between weeks and months, find out the shortcomings, and make a summary and corresponding countermeasures;

5] Do a good job in the "three ones" of fire safety in this department, and make daily inspection, weekly training and monthly drills, and make corresponding records;

(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;

Participate in the reception work in the front office once, record the problems found in the work, and make corresponding improvement plans at the same time; A training plan is being made. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;

(9) Work closely with the cashier at the front desk and record the daily turnover. Grasp the collection of petty cash on that day, arrange the change reasonably, and ensure the cashier to settle the account normally;

Summary and Plan of Hotel Front Desk Supervisor Part IV

I think the work of the hotel front office supervisor is mainly divided into the following points:

(1) Assist the store manager to do a good job in the overall operation of the front office, arrange employees reasonably, and arrange accommodation for store employees;

(2) Be able to do the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, and take corresponding countermeasures in time, and at the same time summarize the day's work and make records;

(3) Make in-store worksheets. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of making the in-store worksheet is to better understand the tasks of the day, which can also reflect the transparency and progress of the work;

(4) Grasp the daily passenger flow and turnover, make statistics on the weekly and monthly passenger flow, make corresponding marketing plans, and compare the turnover between weeks and months, find out the shortcomings, and make a summary and corresponding countermeasures;

5] Do a good job in the fire safety of this department &; L Sany & R work, do daily inspection, weekly training and monthly drill, and make corresponding records;

(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;

Participate in the reception work in the front office once, record the problems found in the work, and make corresponding improvement plans at the same time; A training plan is being made. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;

(9) Work closely with the cashier at the front desk and record the daily turnover. Grasp the collection of petty cash on that day, arrange the change reasonably, and ensure the cashier to settle the account normally;

⑽ Handling of guest complaints. Guest investment is mainly divided into:&; L Complain in person &; R & ampl telephone complaints &; R & ampl's written complaint &; R three kinds, the hotel mainly complains face to face. No matter what kind of complaints we have, we should stand on the guest's side. First of all, we should gain good feelings and trust. If we can solve the guest's demands face to face, we should solve them immediately. If it can't be solved, you need to inform the superior leader at the first time, and make corresponding solutions with the leader to solve the problem for the guests at the first time. If there is a complaint from a designated person, you should first understand the situation with the relevant parties. If the problem can be solved within your own authority, you should solve it yourself. If it is beyond your working ability, you should immediately ask your superior leader for instructions, truthfully report the situation, discuss the solution with the leader, and put forward your own ideas to solve it for the guests at the first time, and inform them of the handling opinions of the designated complainant, and then apologize to the guests. Don't let the guests take away the dissatisfaction. For the benefit of the company and the guests, such customer complaints must be handled in a win-win way.

Summary and Plan of Hotel Front Desk Supervisor Part V

Saying goodbye to the old and welcoming the new, the work will also enter a new stage to improve the shortcomings in the previous work. In the new year, we must provide better services. So how to improve the quality of service is also a problem that I often think about. Reception at the front desk is a face-saving job of the hotel, which can directly reflect the cultural quality of the hotel. Therefore, I made a 20-year hotel front desk work plan:

(1) Assist the store manager to do a good job in the overall operation of the front office, arrange employees reasonably, and arrange accommodation for store employees;

(2) Be able to do the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, and take corresponding countermeasures in time, and at the same time summarize the day's work and make records;

(3) Make in-store worksheets. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of making the in-store worksheet is to better understand the tasks of the day, which can also reflect the transparency and progress of the work;

(4) Grasp the daily passenger flow and turnover, make statistics on the weekly and monthly passenger flow, make corresponding marketing plans, and compare the turnover between weeks and months, find out the shortcomings, and make a summary and corresponding countermeasures;

5] Do a good job in the "three ones" of fire safety in this department, and make daily inspection, weekly training and monthly drills, and make corresponding records;

(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;

Participate in the reception work in the front office once, record the problems found in the work, and make corresponding improvement plans at the same time;

A training plan is being made. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;

(9) Work closely with the cashier at the front desk and record the daily turnover. Grasp the collection of petty cash on that day, arrange the change reasonably, and ensure the cashier to settle the account normally;

⑽ Handling of guest complaints. Guest complaints are mainly divided into "face-to-face complaints", "telephone complaints" and "written complaints", and hotels mainly complain face to face. No matter what kind of complaints we have, we should stand on the guest's side. First of all, we should gain good feelings and trust. If we can solve the guest's demands face to face, we should solve them immediately. If it can't be solved, you need to inform the superior leader and work out the corresponding solution with the leader, and then solve it for the guests. If there is a complaint from a designated person, you should first understand the situation with the relevant parties. If the problem can be solved within your own authority, you should solve it yourself. If it is beyond your working ability, you should immediately ask your superior leader for instructions, truthfully report the situation, discuss the solution with the leader, and put forward your own ideas for the guests to solve it, and inform them of the handling opinions of the designated complainant, and then apologize to the guests. Don't let the guests take away the dissatisfaction. For the benefit of the company and the guests, such customer complaints must be handled in a win-win way.

In a word, in the new year, I hope to help the hotel development to a new level with my meager strength and active work.

Summary and Plan of Hotel Front Desk Supervisor Part VI

Every member of the lobby is the image window of the hotel. Not only should the overall image be tested, but also the business knowledge and service skills reflect the management level of a hotel. In order to keep business knowledge and service skills on the same basis, it is necessary to do a good job in training. If the training can't keep up, it will easily lead to employees' lack of work enthusiasm and lax business level. Therefore, the company plans to conduct necessary weekly training according to the business progress and application of employees, and the training methods are mainly biased towards teaching and on-site simulation. At the same time, submit the training summary of last month and the training plan of this month to the general office and the human resources department for supervision before the 5th of each month.

First, strengthen employees' sales awareness and skills, and improve the occupancy rate.

After 19 years of ups and downs, the hotel's hardware facilities have become outdated and aging with the passage of time. Facing the Jiangmen hotel market, the competition is fierce, which can be said to be a long way to go. Due to the obsolescence and aging of hotel hardware facilities, engineering problems often affect the normal service to guests. For senior guests, with the appearance of newly renovated luxury hotels, some will be lost. As a member of the hotel, I know that the guest room is one of the important revenue-generating departments of the hotel, and it is also a profit-making department, so every member of the hotel has the responsibility and obligation to do a good job in sales. In order to do a good job in sales, we plan to train the receptionist in the ways and methods of selling houses and practical skills, and at the same time instill instructions from hotel leaders, emphasizing that employees should try their best to retain guests as long as they are at the reception desk, so as to strive for the occupancy rate of the hotel as much as possible and improve the economic benefits of the hotel.

Two, strengthen the management of all kinds of statements and customs declaration data.

This year is the Olympic year, so people from all over the world will come to China in China. Facing the sudden "attack" of people from all corners of the country, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, our duty personnel will strictly ask the front desk to do a good job of registration and uploading. The reception desk will register each guest according to the regulations of the Public Security Bureau and input the information into the computer. The guest's information will be reported to the local security bureau in time through the hotel uploading system, and the notice issued by the public security bureau will be seriously implemented. At the same time, a special person will be appointed to report the guest information and related data.

Third, respond to the slogan of "saving energy and reducing consumption" advocated by hotel leaders.

Saving energy and reducing consumption is the slogan that many hotels have been calling for. This department will also respond to the call of hotel leaders, and strictly require every employee to make good use of every piece of paper and pen, trade in the old for the new, and collect and cut the waste paper into rolls for emergency use in front-line posts. At the same time, the lighting in the lobby, the control of air conditioning switch, the power consumption in the office and the computer power consumption in the front desk are reasonably adjusted and planned.

Fourth, keep the habit of communicating with employees to increase mutual understanding and facilitate the development and implementation of the work.

It is planned to have a heart-to-heart talk with employees in all positions of the department every month, mainly focusing on work and life, so that employees can find the object of heart-to-heart talk in their own departments, and solve the problems in their hearts as their own problems according to the reasonable requirements put forward by employees, and do their best. If it can't be solved, report it to the hotel leader. Let employees truly feel that they are respected and valued in departments and hotels.

Five, do a good job of internal quality inspection.

It is planned to conduct a quality check on the employees of the department once a month, mainly to check the gfd, manners, post operation skills and adaptability of the employees in each position. The quality inspector consists of the assistant manager of the department lobby, the department foreman and the manager. If there is a problem in the quality inspection, it will be rectified within a certain period of time. If the rectification is not completed within the specified time, the individual will be fined.