How to write the annual work plan of the front desk

How to write five annual work plans at the front desk?

Time flies so fast that people are caught off guard. For better work development in the future, write an annual work plan for the front desk to prepare for the next work! The following is the writing of the annual work plan of the front desk that I carefully arranged for you, hoping to help you.

How to write the annual work plan of the front desk (selected articles 1) 1. When going to work, tidy up your things at the front desk, and check whether all electrical appliances are in good condition and whether the power supply is turned off. Look at the memo of that day and see what else to do. The front desk lobby should always be clean and generous. Newspapers have to be sorted out every day. When there are not enough drinking buckets, please ask Mr. Luo to deliver water in time. When there are not enough items needed at the front desk, you should apply for purchase in time, such as paper towels and copy paper. When there are not enough brochures in the reception room and lobby, they should be supplemented in time. When the fax machine, copier and printer are out of ink, you should call Miss Zhao to add ink. If the items at the front desk are broken, such as curtains, call a mechanic to repair them; If there is something wrong with the telephone line, you should ask the telecommunications bureau for help. We must find a solution to any problem.

Second, when you receive a fax, you should pay attention to who the other party sent it to and ask about the contents of the fax to avoid receiving spam. When you receive the fax, you should give it to the relevant personnel in time and check whether the fax is complete. If the other party is an automatic fax, you don't have to receive it. After sending the fax, pay attention to whether the other party has received it and whether it is complete and clear. When copying, pay attention to the integrity of the copied data to avoid the omission of the copied data. Sending and receiving faxes and photocopies should be registered. If there is a letter, it should also be handed over to the relevant personnel in time.

Third, the front desk receives guests. To do this work well, the most important thing is service attitude and service efficiency. When you see a visiting guest, you should immediately get up and say hello. When visiting a guest for the first time, you should ask the other person's name clearly, find out who has something to do with it, and inform the relevant person in charge after knowing the purpose of the visitor. Among them, you should also know whether to leave the guests in the reception hall or reception room, or to lead them to the office and reception room of the person in charge. Smile at the guests, be patient and meticulous, and be kind and generous. After the guest is seated, pour the tea and inform the guest that the relevant person in charge has been notified. A moment, please. The reception room is air-conditioned in summer and open in winter. At the same time, the reception room has no odor and the air is smooth.

Fourth, transfer the phone, pay attention to polite language and use the company's standard language.

Working at the front desk for more than four months, with a small scope of work; There is also less work content. However, I have my own shortcomings. If I don't pay enough attention at work, I will feel confused. I hope I can work harder and harder in the future. Do more for the company.

In _ _ years, we should constantly improve our image, work quality and efficiency. And sense of responsibility

(1) Strive to improve the service quality, handle affairs quickly, with high efficiency and without making mistakes. Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them. When answering the phone, you should also constantly improve your language skills; Clever question and answer guests. Strive to satisfy every customer.

(2) Strengthen the study of etiquette knowledge. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc. You can also take a class like Mei, and the knowledge is very practical. After class, people will be more confident and have more temperament.

(3) Strengthen communication with all departments of the company. Understand the development of the company and the work content of each department. With these knowledge reserves, on the one hand, you can answer customers' questions in time and accurately, and transfer calls accurately. If you know that there is no one in a certain department, you will remind the caller, briefly explain when there may be someone, or briefly answer the customer's questions within your power, and at the same time you can seize the appropriate opportunity to promote the company.

(4) Strive to create a good prospect environment. To maintain the good image of the company's facade, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.

How to write the annual work plan of the front desk (excerpt 2) I have been working as the general manager of the front office in Beijing _ _ Co., Ltd. I think the work of the front office 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 three regular meetings on time every day, and put forward the shortcomings of the day's work in the regular meeting, take corresponding countermeasures in time, and summarize and record the work of the day at the same time;

(3) Develop the in-store worksheet. 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;

(7) Attend the reception work in the front office, record the problems found in the work, and make corresponding improvement plans at the same time;

(8) Make a training plan. 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;

(10) 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.

How to write the annual work plan of the front desk (selected article 3) 1. answer the phone

1, hello, perfect woman, glad to serve you!

2. May I know your name? What time do you arrive at the store? Which beautician did you make an appointment to serve you? What project do you want to do today?

Just a moment, please. I'll check today's reservation.

Thank you for waiting. Your appointment time is fine.

5. Thank you for waiting. Your beautician is very busy today. Let me introduce you to another beautician. Her technology and service are very good.

6. Thank you for waiting. There are many guests today. Can you adjust your time? Thank you for your understanding.

7. Let me confirm with you what time you made an appointment, and the beautician will do _ _ care for you. We will prepare a room for you.

Second, welcome speech.

Open the door to welcome guests

1, neat appearance, smiling, unreliable wall, upright. Guests should take the initiative to open the door in time to say hello: "Hello! Welcome ",regular customer" _ _ Sister, welcome, please come in!

2. When a regular customer is carrying an item, stop the beautician from taking the initiative to cross the customer's item.

3, lead the guests to the front desk consulting room, let the customer sit down.

Receptionist

1. Keep a knowing smile at the front desk. When you meet the guests, stop what you are doing, get up and say hello: "Hello! Welcome! "

2. Pour tea for customers at the front desk. "Sister; Please drink tea! (Guest's menstrual period-ginger brown sugar water) "

3. Make an appointment with a regular customer: "Hello, sister! _ _ The beautician is waiting for you. What kind of care do you need today? "

4. I didn't make an appointment with a regular customer: "Hello, sister! Who do you like to be? Just a moment, please. I'll check the reservation form. She happens to be free now. I'll tell her to get ready. She works as a customer today. Look, I'll arrange another beautician to do it for you. Please try her service. )"

5. New customer: "Hello, Miss! Today is your first visit to our store. I'll give you a skin test/physical examination later and introduce you to suitable items according to your situation. Do instrument examination or back diagnosis, and introduce nursing items according to the needs of guests. Fill in the "Customer Profile". )

6. If there is a guest consultation at the front desk and another guest enters at this time, the front desk should also smile politely and say hello to the guest. And apologize to the guests and signal them to sit on the sofa in the reception area for a while.

7. Old customers also need regular inspections to compare the nursing effects before and after.

8. Inform the beautician to prepare the room.

Consulting billing

1, skin test or body test

New customer, sister: We use professional testing instruments, which have no side effects on human body at all. You won't feel anything in the process. We will test every customer who enters the store and disinfect it before and after use. Don't worry.

Old customer: Elder sister: You've been breast-feeding for some time. Today, I will test you with professional instruments to see your changes.

2. Prescription: Prescription for treatment according to the test results of customers. Elder sister: According to the test results, what is your skin/figure now? I suggest you do _ _

Treat with _ _ home. Let me give you a detailed introduction. According to your needs, I suggest you apply for a _ _ card.

3. The customer will open a nursing list after confirming the nursing project: Sister, according to the test, the nursing project is very suitable for your current state. Let the beautician do it for you today.

I wrote you a nursing list.

After the beautician comes out, the front desk should introduce the beautician to the guests. "Sister, this is our _ _ beautician, one of the senior beauticians in our store.

I believe her service can satisfy you. "

Change shoes

1. The beautician greets the guests actively, kindly and naturally. Elder sister, I'm a beautician _ _, and I'm glad to serve you! "

Take the guest to the shoe cabinet, take the initiative to take out the slippers and introduce to the guest, "Please change your shoes. All the items here are changed by a guest, and they have been disinfected and cleaned. You can rest assured to use them! " As he spoke, he squatted down and put his slippers at the customer's feet. The waiter changed his slippers and put the guest's shoes in the shoe cupboard. Eat porridge and sign an appointment

1. Take customers to the lobby and bring them porridge. "Elder sister: This is the health porridge in our store, which is seasonal. Please try it. "

2. Front desk: "Sister, you look good after nursing. What do you think of the beautician's skill? " (If the customer has any objection, "Sister, thank you for your efforts.

We will definitely correct our valuable suggestions. ")

3, customer signature, beautician "elder sister: please sign the document, we are in the process of selecting service stars, please help me score here, what do you think of this?"

The feeling of the second service is: very satisfied, satisfied, average, thank you. "

4. Make an appointment for the next arrival time. The beautician said, "Sister, according to your nursing needs, I suggest you come again next time. I'll make an appointment for you first, one day in advance.

I'll call to remind you. "

To change shoes, the beautician brought the customer's shoes. "Sister, please change your shoes." Put the shoes used by customers into the designated disinfection area.

see a guest off

1. The beautician and the front desk will see the guests off, open the door for the customers and deliver them to their doors. "Elder sister, take care. You are welcome to come again next time. "

2. Remind customers to bring an umbrella in rainy days, and help customers carry the umbrella to the car when it is inconvenient to carry things.

3. If the customer needs it, you can call a car for the customer and send the customer to the car.

Third, make an appointment to talk.

_ _: Hello, I'm at the front desk of the Perfect Woman Club. You came to nurse last time. Now it's time to nurse. Do you think you should come to nurse tomorrow morning or afternoon?

Answer the specific time: ok, sister, I'll check the appointment book. A moment, please. Thank you for waiting. The time you want is no problem. I made an appointment for you. We will prepare a room for you. If there is any change, please inform us in advance. Thank you!

Answer: No time: What time do you think is convenient?

Come back when you are free: ok, sister, come to our club to have a rest when you are tired. I wish you health and beauty!

Fourth, pay a return visit.

(1) Opening remarks

1, hello! I'm at the front desk of the perfect woman club. Excuse me, are you Ms. _ _? Do you have time now? In order to make our beauty salon serve you better, we would like to conduct a service survey on you. I hope you can help me understand the following aspects.

(B) for different consulting content

1. Investigate the services of beauticians.

You went to the store to buy a dress yesterday. What do you think of the beautician's service?

Service satisfaction: Thank you for your support. Do you have any suggestions for the service of our beauty salon?

When dissatisfied with the service: I'm sorry, please understand the inconvenience caused by _ _ (name)' s behavior, and we will ask her to correct it.

2, promotional activities (new product promotion) return visit

Our club has recently launched _ _ activities/new products. Do you know the news?

The customer's answer has been made: Do you think the promotional products/new products of our beauty salon attract you?

The answer is: What do you find attractive? No: What do you think needs improvement/deficiency?

Your suggestion is very helpful to us. I will report your suggestion to the manager to guide our future work.

3. Return visit after product use

You bought _ _ kinds of products in our club. In order to achieve better results, I want to know about everyone's use and feelings.

How do you use/cooperate at home?

Have your skin problems improved? Have your physical symptoms improved? (Generally prepare 3-5 symptoms, and try to guide customers to express their good feelings so as to continue to use them. )

The answer is: this product is very suitable for you. You must stick to it, it will get better and better.

A: There is a process from absorption to improvement. The skin metabolic cycle is 30-50 days, and the blood metabolic cycle is 3 months. If you insist on using it, it will definitely have an effect.

If you have a big opinion: I understand your feelings and have given you trouble. I wrote down everything you said. I will report your problem to the manager and ask her to solve it for you as soon as possible.

(iii) Conclusion

Thank you very much for your support and cooperation. If you have other suggestions and opinions, you can always call our club's service number _ _ _ _ _ _ _ _ _ _ _ _ _. _ _ See you next time, madam!

Verb (abbreviation for verb) Precautions for telephone appointment or return visit:

1, the phone call should not be too early or too late, so as not to affect the rest time of members.

2. Avoid eating time as much as possible.

3. After the call, clearly state your store name and your name, and greet warmly.

4. Familiar customers can do personal care and greetings first to reduce the feeling of business atmosphere.

5, and then explain the key points, simple and clear, if the member is interested, make an appointment for her.

Remember not to talk on the phone for too long. If you feel that the other party is busy during the call, you should hang up immediately and make an appointment to discuss it in detail next time.

7. The telephone call should be planned, and the key points of the call should be listed first to avoid duplication or omission.

Sixth, the customer's birthday

(A) SMS blessing

Dear _ _ lady, happy birthday. All the staff of Perfect Women's Club wish you all the best. You can enjoy free care in the shop today. We look forward to your visit! Reservation phone number:

(2) Telephone blessing

_ _: Hello, I'm the receptionist of the perfect woman _ _ club. Today is your birthday. On behalf of the perfect woman, I wish you a happy birthday. You can enjoy a free care in our shop. What do you think you want to do today?

Ok, when will you arrive at the store?

No: Never mind. Have a nice day!

Seven, the front desk work matters needing attention

(1) Work Appointment

1. The receptionist should prepare a telephone reservation record form, which should be filled in in detail according to the member's time, service items, appointment beautician number, etc.

2. When the front desk receives a call from an appointment beautician, it should inform the appointment beautician in detail and make service preparations in advance.

3. Making an appointment in advance helps beauticians to arrange their working hours.

4. Making an appointment in advance will help members get faster and better service.

5. Educate members, if the appointment time exceeds half an hour, the appointment will be cancelled automatically, and the appointed beautician will be assigned another job, and members shall not object.

(two) the cashier to check the project shall prevail.

1. Are all the nursing fees and special offers complete? Can you show them to members?

2. Can you use the credit card machine quickly, reliably and correctly?

3. After confirming the amount received, do you repeat it to the members?

4. Is the amount of change clearly told to the other party?

5. Did you remind members to count the amount when changing money?

6. Will you put away the high-value bills as soon as you receive them? Are all the cash deposited in the bank on the same day?

7. Is the screen of the card reader customer-oriented?

(3) packaging

1. When packing, put the goods or care cards into the bags one by one and lift them gently.

2. Care should be taken not to damage the goods and packaging.

3. Pay attention to the principles of beauty, firmness and quickness.

4. Reach out to the customer, if there are more things that can help the customer get the car.

(4) Farewell to Fujian:

1. Check again to see if there are any omissions, and if there are any goods not given to the customer, take them away.

2. Remind customers whether they have personal belongings.

How to write the annual work plan of the front desk before opening (selected article 4);

1, change work clothes, arrange gfd, and check each other.

2, cleaning, check whether the customer service facilities and equipment are normal.

3. Fill in the actual work schedule and check the work completion and precautions recorded by colleagues the day before yesterday.

4. Attend the morning meeting held by the supervisor (preside over the morning meeting in turn according to the requirements of the supervisor); ① Summarize the work, harvest and reflection (reception, complaints and membership) of the previous day, and share the good and bad aspects of the work with you. Summarize the good methods for the next use. (2) Arrange today's main work, establish work objectives, and clarify the division of labor and matters needing attention.

In the commercial field:

1. If you keep the work of the previous day, you must finish it first, preferably before the peak passenger flow.

2. According to the division of labor in the morning meeting, group reception and personal reception, membership card handling, telephone answering and welcoming guests are all assigned to team members, mainly to individuals, and others help to complete the work of the day.

3. In case of emergency, solve it by personal ability first. If it can't be solved, seek the help of the same group, and finally seek the help of other relevant personnel.

4, take turns to go out for dinner at noon, you must leave people in the store in order to deal with possible affairs during this period.

5. When the shift is over, the person in charge on duty will inform the successor of the progress of the work, the remaining matters that have been completed and have not been processed, and the problems that occurred in the morning work, reminding them of the matters that need to be handled in time and focused on in the afternoon.

Before work:

1. Before leaving work at night, report the handling of today's membership card.

2. Check whether today's work has been finished. Don't leave the unfinished work. Record the unfinished work, so as to remind colleagues who will work early tomorrow, and strive to finish it before business or rush hour tomorrow.

3. After the party, clean up and leave.

Customer service one-week work plan: After two weeks of actual combat, combined with the specific content of customer service work, the one-week work plan is as follows:

(1) Business segment:

(1) Seriously study the company's various system processes and business processes (such as sales, cashier, online shopping, return and exchange, etc.), so as to deal with all kinds of problems raised by customers on-site and telephone consultation at any time, and gradually go deep into the work of receiving complaints, communicating with customers, and handling customer complaints immediately.

(2) Report the customer's consulting questions in a classified way every week, so that the superior can adjust the goods and services on this basis.

(3) Hold a departmental meeting every Friday to summarize the work and clean the customer service area.

(2) Service Department:

① Continuously improve service awareness and skills in actual combat. Team members summarize good service skills every week and share them with colleagues.

(2) Always remember honesty, don't promise customers easily, and do what you promise.

③ Don't ignore the details, be polite, dress appropriately and use appropriate language, pay attention to customers' shopping psychology and satisfaction, accept customers' suggestions and make continuous improvement.

(3) Self-professionalism improvement part:

(1) Improve communication skills and the ability to deal with and solve problems in practical work.

② Enhance service consciousness, improve service concept, and enhance sense of responsibility and team consciousness.

How to write the annual work plan at the front desk (selected article 5) My personal work plan model essay starts from four aspects:

1. In my daily work, I will do the following:

Assist all departments to register, report and distribute all kinds of official documents, sort out the documents that are not specifically classified and put them into labeled folders.

Do a good job in sending and receiving all kinds of letters.

Do a good job in sorting out low-value consumables.

Cooperate with superior leaders to assist the work of various departments.

Do a good job in managing office supplies. Do a good job in the registration of office supplies, distribute them as needed, do not waste them, and count them on time, so as to replenish office supplies in time and meet everyone's work needs.

Do a good job in office equipment maintenance,

Assist the superior to do a good job of scheduling and duty during holidays to ensure the safety and security of the company during holidays.

Complete other tasks assigned by the leaders seriously, on time and efficiently.

In my daily work, I must follow the principle of precision, detail and accuracy, make careful preparations and arrangements, achieve standard work and standard posts, and strictly follow the rules and regulations of the office.

In administrative work, I will do the following.

Do a good job in the services of various departments: strengthen contact and communication with information officers of various departments, systematically and quickly transmit information, and ensure that information is delivered in place in a timely and accurate manner within the company.

Do a good job in employee service: feed back employee information to company leaders in time and do a good job as a bridge between employees and leaders.

Assist the superior leaders to improve the company's rules and regulations.

I will do the following three things to improve my personal accomplishment and professional ability:

Actively participate in the basic management training arranged by the company to improve their professional skills.

Learn work experience and methods from leaders and colleagues, and quickly improve their own quality.

Improve the level of knowledge through individual independent learning.

I know very well that a person's ability is limited, but his development opportunities are unlimited. Now is the era of knowledge economy. If we can't improve our personal ability and professional level quickly, then we will be eliminated by this society. Of course, if you want to improve yourself, you must first have a good platform. I think the company is my best platform. I will certainly seize this opportunity to improve my work level and self-cultivation and realize my highest value.

4. Other work

Assist the human resources department to do all the work well.

Complete other temporary work in a timely, serious and accurate manner.

The front desk work of the company is trivial and complicated. I will make a reasonable division of labor and arrangement according to the actual situation, conscientiously implement the post responsibility system, and ensure that the work is carried out in an orderly manner; We should also work creatively and constantly explore new ideas, methods and experiences in our work; At the same time, while enhancing work creativity, we must pay attention to doing things in place and not being offside, providing services without interfering in decision-making, and truly becoming a bridge between leaders' staff assistants and superiors and subordinates.