How to interview the hotel front office manager

Scheme 1: Work Plan of Front Office Manager of 20xx Hotel

From 20xx to 20xx, I worked in Beijing xxxx Co., Ltd. as the general manager of the front desk. I think the work of the front desk supervisor of the hotel is mainly divided into the following points:

(1) Assist the 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, take corresponding countermeasures in time, and summarize the work of the day 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 and also to 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 weekly and monthly turnover at the same time, find out the shortcomings, make a summary and make corresponding countermeasures;

5] Do a good job in the "three ones" of fire safety in this department, and make a daily inspection, a weekly training and a 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 to record the daily turnover. Grasp the collection of petty cash on the same day, arrange the change reasonably, and ensure the cashier to settle the account normally;

⑽ Handling of guest complaints. There are three types of complaints: face-to-face complaints, telephone complaints and written complaints. Hotels mainly complain face to face. No matter what kind of complaints, we must stand in the position of the guests, first of all, we must gain goodwill and trust. If we can solve the demands made by the guests face to face, we must solve them immediately. If it can't be solved, we should inform the superior leader at the first time, make corresponding solutions with the leader, and solve the problem for the guests at the first time. If a designated person complains, he should first ask the parties for information. If the problem can be solved within your own authority, solve it yourself. If it is beyond your working ability, you should immediately ask for instructions from the superior leader, truthfully reflect the situation, discuss the solution with the leader, put forward your own ideas for the guests at the first time, and inform the designated complainant of the handling opinions, and then apologize to the guests. Don't let the guests take away the dissatisfaction. This kind of customer complaint must be handled in a win-win situation for both the interests of the company and the guests.

Scheme 2: Work Plan of Hotel Front Office Manager

A new year and a new atmosphere, as the manager of the hotel department, I also designed the corresponding manager's work plan for this year's work arrangement:

First, strengthen learning and dedication.

To do a good job, we must first have a good working attitude and establish a correct outlook on life and values. Therefore, this year, our department will take advantage of the spring breeze of the national education activities to maintain party member's advanced nature, carry out study and education activities to improve employees' professional ethics in a planned and targeted manner, help departmental employees cultivate the spirit of caring for their posts and dedication, and establish the concept of serving wholeheartedly. At the same time, the department will also organize employees to actively participate in hotel training. According to the annual theme employee training plan of the hotel, the department itself will also organize employees to conduct training on hotel rules and regulations and business knowledge on a regular basis. Through training and study, we will continuously improve the business skills and level of department employees and improve work efficiency.

Second, strict discipline creates an image.

Discipline is a code of conduct that a group must abide by in normal work and life, and it is an effective guarantee to improve the combat effectiveness of the department. The ancients said, "No rules can make Fiona Fang". Therefore, to do a good job of 20xx, the general office must have strict organizational discipline as a guarantee. Organizational discipline should always be unremitting, department leaders should take the lead and be responsible for themselves, and completely put an end to violations of discipline and discipline. The behavior and dress of department employees should be standardized, and efforts should be made to make the comprehensive office a civilized window of the hotel.

Third, innovate management and stress practical results.

1. Beautify the hotel environment and create a "warm home".

Strict hygiene management is an effective measure to ensure a clean and tidy hotel environment and provide guests with a comfortable environment. This year, we will strengthen health management. In addition to continuing to adhere to the general health inspection on Thursday, we will also carry out irregular inspections, and strictly follow the standards, never go through the motions, never become a mere formality, inform the inspection results, formulate a reward and punishment system, and implement cash rewards and punishments to enhance the sense of responsibility of all departments, mobilize the enthusiasm of employees, and make the hotel health work leap to a new level. In addition, we must do a good job in preventing flies, rats and cockroaches. At present, it is the peak period of rat and cockroach breeding, so it is necessary to strengthen control and effectively eliminate pests such as flies, cockroaches and rats.

2. Innovate dormitory management and create a "comfortable home" for employees.

Dormitory management has always been a weak link. This year, we will strengthen management to create a real "comfortable home" for hotel employees. To this end, the first is to have a clean dormitory environment. We require the dormitory administrator to do a good job in public areas. Each dormitory has a dormitory administrator who is responsible for arranging and urging the dormitory staff to clean up, requiring the room to be clean and tidy, and checking and reporting the hygiene situation of each dormitory.

Secondly, it is necessary to strengthen the safety management of dormitories, always keep in mind fire prevention and theft prevention, prohibit outsiders from entering and leaving the dormitory at will, and implement the system of asking and registering outsiders to ensure the personal and property safety of lodgers.

Third, change management type into service type. The administrator should be transformed into a waiter for the accommodation staff. Most of the in-house staff are young people who come from all directions and leave home for the first time. Most of them are young and lack social experience. Therefore, they need our concern in many ways. Therefore, dormitory administrators should pay more attention to their ideological and emotional changes and care about their lives, especially for sick employees, giving them family-like care and making them feel the warmth of their families.

Fourth, save energy, reduce consumption and create benefits.

1. Strengthen the management of water, electricity and gas in the dormitory.

It is necessary to strengthen publicity and education, deepen the concept of "advocating economy, opposing waste, opening up new sources and reducing expenditure" in the minds of employees, and enhance the awareness of saving. At the same time, it is necessary to strengthen management in this area. In terms of the use of water, electricity and air conditioning, it should be opened within a limited time according to the actual situation, and supervision and inspection should be strengthened to put an end to the phenomenon of "running water, ever-burning lamps and air conditioning" and strengthen the management of employees' bathhouses. It is forbidden for outsiders to take a bath in the bathhouse, and it is forbidden for employees to wash clothes in the bathhouse.

2. Strengthen the management of hotel office supplies, clothing and labor insurance supplies.

We will refer to the previous relevant standards and regulations, reorganize according to the actual situation, formulate the collection period and quantity standards of office supplies, clothing and labor insurance supplies in various departments, improve the collection procedures and make good accounts. It is required to distribute the goods according to regulations, ensure that the accounts are consistent with the facts, and properly keep the goods in the warehouse to prevent deterioration and damage.

3. Strengthen the management of vehicle boarding cards and telephones.

Establish a vehicle use system, implement a vehicle dispatching system, prohibit unauthorized use of vehicles and stay out, strengthen vehicle fuel consumption, maintenance management and vehicle maintenance, and ensure the safety of hotels leading vehicles and vehicles. Strict management and registration systems should also be implemented for boarding cards and long-distance calls to prevent private use.

Verb (abbreviation of verb) Propaganda and promotion of Guangming brand.

1. It is necessary to improve the writing level and quality of documents and materials, complete the drafting, printing and sending of all kinds of documents and materials in the hotel in time, strengthen file management, establish a file management system, and properly keep the relevant materials and documents filed, so as not to be damaged or lost.

2. Timely publicize and report the typical deeds of the hotel, increase the publicity of the hotel, vigorously publicize the advanced models emerging in the construction of three civilizations, vigorously publicize the hotel, establish a good external image of the hotel, and improve the visibility of the hotel.

In short, in the new year, all the staff in general manager office will work hard for the development and take-off of the hotel with a new starting point, a new image and a new work style, under the correct leadership of the hotel, in close cooperation with all departments, and unite as one!

Scheme 3: Work Plan of Hotel Front Office Manager

Due to the particularity of Jiuxin Mountain Villa, it not only undertakes the reception of government affairs, but also undertakes the reception of the superior unit in charge, and is open to social tourists. Looking forward to 20xx, with the completion of the renovation of Building 1, Jiuxin Mountain Villa as a whole has kept pace with high-standard hotels. In order to have a supportive front desk service team, the front desk work should be adjusted as follows:

1; Considering the nature, scale and business volume of the hotel, in order to ensure the efficiency of the front desk and facilitate customers, the organization and staffing of the front desk should be set up correctly.

2; As for the nature of hotel service work, every specific job has its specific special skill requirements. Standardizing post work rules and service processes is not only an objective measure to measure whether employees are qualified, but also a basis to guide employees to meet the minimum requirements.

The focus of training work is not only to standardize service procedures, but also to cultivate love and dedication; Unity and dedication, manners and manners can show a person's good comprehensive quality.

First, be strict with yourself and correct your shortcomings.

As a review of my work for more than half a year, I hope I can correct the following four deficiencies in my future work, so as to carry out my work better and more smoothly.

First, at work, we should be good at understanding others, be tolerant of others, keep forging ahead, pay attention to cultivating our own abilities and qualities, and strive to become an expert in our own work.

Second, we should have a high sense of responsibility at work and establish smoother communication channels.

Third, we should always observe ourselves from the standpoint of others, treat ourselves realistically, find out our weaknesses and admit our shortcomings in our work.

Fourth, strengthen internal management, mobilize the enthusiasm of employees, and make our public areas more warm and tidy through joint efforts.

Second, improve the quality of managers.

Hotels are young workplaces. Hotel service should be full of joy and vitality, and keep a happy heart at work. Only in this way can the national costume make a qualitative leap. On this basis, we must unite and cooperate to carry out all the work smoothly. Only by orderly competition can the service quality be improved.

1 managers should have a big picture (eyes can't just stare at their own departments, and ideas that have nothing to do with themselves will hinder management progress).

2 managers should have the courage to take responsibility (try to solve problems first, instead of shirking responsibility first and summing up gains and losses afterwards)

3 managers should try their best to be fair; Fair and open (employees are the foundation of enterprise development, and the success of enterprises is the success of employees first, and employees who are treated correctly exert more energy)

Managers should have the ability to arouse the enthusiasm of employees (this is particularly important, most of the hotel's work is boring and tedious, plus other reasons such as life, employees will inevitably feel depressed. If the atmosphere of dissatisfaction or even pessimism is suppressed, even if the work can be completed, the products provided are unqualified. As the saying goes, details determine success or failure, and hotel management is no big deal. Doing small things well can achieve great things. The quality of service depends on the degree of detail work. Only when the detail work is done well can guests feel the existence of service, which has been fully reflected in the management system of villa decision-making level.