Hotel front desk work plan

By studying relevant professional books, the front desk staff can standardize services, enrich and enrich professional knowledge, provide better services for customers and improve service skills. Here, I would like to share with you five work plans about the property front desk for your reference.

Hotel Front Desk Work Plan 1

First of all, reception at the front desk.

The front desk reception is the service window of the customer service department. The main duties of the front desk reception are to keep the information channels unblocked, supervise the regional management, schedule and coordinate the work of various departments. The receptionist is the first person to show the image of the company. Everything he says and does represents the company and is the window to contact the residents of the community.

In my work, I strictly follow the company's requirements, work with tooling, treat guests politely, answer and transfer calls kindly, handle daily affairs seriously, patiently listen to the problems reflected by the owner and the difficulties to be solved, carefully answer and record in detail, and arrange personnel to provide on-site service at the first time. Call records will be summarized at the end of each month. In the first half of the year, * * * answered 68 incoming calls, and made outgoing calls 130, with 2 valid complaints from owners. We give satisfactory answers to all inquiries of the owner; For the problem of the owner's application for repair, contact us in time, and actively dispatch workers according to the different contents of the application for repair, and strive to solve the problem in the shortest time. At the same time, according to the completion of the repair report, we will make a door-to-door visit or telephone visit in time. The owner's complaint has been reported to relevant departments for coordination and settlement.

Through these ordinary daily work, my work level has been obviously improved, and I have won unanimous praise from the owners and leaders of the community, and also shaped the new image of our property owners.

Second, the file management

Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, maintenance orders, work contact letters, release orders and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, and at the same time formulate and improve the information confidentiality system. Check the files regularly and improve the changes or deficiencies in time. In the first half of the year, * * * received 64 maintenance applications, 42 handling and release instructions, and work contact letters 10.

Third, the model room.

The model room is a window for our external display and a platform for establishing corporate image. At the end of each month, I have to check the samples.

Check the items in the room, record the damaged items and report to the engineering maintenance department to ensure that the items in the sample room are intact. In the first half of the year, * * * received 70 groups of visiting groups, with the number of visitors * * * 187.

Iv. collection of fees

In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure that the work will continue normally,

It is necessary to do a good job in the collection of various expenses and ensure that they are collected in full and on time. In the first half of the year, * * * charged the property service fee of 792 12 yuan;

Private garden maintenance fee is 50386 yuan; 20 yuan for the use of optical fiber; Prepaid water fee 1740 yuan; Cable TV installation fee 450 yuan; The gas installation fee is 3300 yuan.

Verb (abbreviation of verb) Experience and gain

Over the past six months, through hard study and continuous accumulation, my ideological understanding and working ability have made great progress. I already have working experience in the customer service center, and I can handle all kinds of problems in my daily work with ease. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, and I can treat all the tasks with a correct attitude and love my job. Actively improve their professional quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

Hotel front desk work plan 2

I. Advisory services

When you meet a guest or leader, stop your work immediately and stand up and smile.

Ask customers' needs, listen to customers' questions, and provide customers with correct information according to what they know.

Enthusiastically and patiently guide the visiting customers who ask for directions, and indicate the location, floor and walking route.

1. Keep customer secrets strictly, and do not provide internal management information of the property/customer.

2. When serving guests, keep the correct sitting posture, standing posture or walking posture. Keep your posture straight and natural, walk lightly and steadily, and use polite language.

When serving guests, you should see a smile within three meters and hear a greeting within one meter.

4. When communicating with people, you can't look around or look at each other for too long. When saying goodbye or shaking hands, you should look at each other.

Second, answer the phone

Answer telephone inquiries and leave a message. In case of unknown telephone inquiry, politely refuse to answer.

When the receptionist receives a call that needs to leave a message, she accurately records the name, contact number, reason and other matters of the receiver and gives them to the parties in time.

5. Answer the phone within three rings. Be careful when connecting or hanging up the phone. In Mandarin, speak clearly, speak slowly on the phone, and have a kind and soft tone. When answering the phone, let the other person feel kind and in a good state of mind, not lazy.

6. When filling in the record, the handwriting should be clear and the content should be detailed. Should meet the quality requirements of work tasks and work content.

Third, reception services.

Warmly receive company visitors and conference staff, and do a good job in conference service.

Responsible for the registration of foreign personnel.

Responsible for handling borrowed supplies.

Receive the sales staff, don't "push" the sales staff, and give the sales materials to the foreman completely.

7. Take the initiative to signal, gesture gracefully, and behave in accordance with etiquette.

8. Carefully check the validity of the documents of outsourced personnel and borrowed personnel.

9. Pay attention to the use of polite expressions in guest service. Achieve "three tones": welcome, question and answer, walk and send.

10. In the process of service, don't be rude to the guests and don't ignore them. When guests have questions, be patient and don't argue with them. When dealing with difficulties, you should report to your superiors in time.

Fourth, the copywriting work

Responsible for printing and copying the documents in the designated area, and carefully check the accuracy of the manuscript to ensure that there are no mistakes.

1 1. The document should be carefully proofread, with no typos or missing words and correct punctuation. Carefully proofread the manuscript before submitting it, and report it only after it is accurate.

12. Save paper, meet the requirements of document copying control, and make a good copy record.

Verb (abbreviation for verb) mail classification

Responsible for the secondary sorting of mail and newspapers in the customer area, and deliver the mail and newspapers to customers in time and seriously.

13. Mail should be delivered in time, and there should be no detention, wrong delivery or late discovery. Meet the sorting and sending requirements of mail and newspapers.

Hotel Front Desk Work Plan 3

The first is to fully implement standardized management.

Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.

Two, the implementation of performance appraisal, improve service quality.

On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.

Third, strengthen the training and assessment system.

According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.

Fourth, establish a strict security system in combination with the actual situation of the community.

Starting with the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.

Five, improve daily management, carry out convenience work, improve household satisfaction.

Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.

Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.

According to the annual work plan, the focus of the recent work is:

1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.

2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.

3. Draw up a feasible scheme for charging temporary parking of vehicles.

4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.

5, according to the department plan to complete the training work of the month.

From 20 to 2008, Yuyuan District will take a pragmatic working attitude, take the company's overall working policy as the guide, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.

Hotel Front Desk Work Plan 4

From 20 to 2000, the key work of our department is to further improve the level of property fees, which will be increased by 4-7 percentage points on the basis of -2000; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.

(two) to further improve the level of property charges, to ensure that the charging rate reached about 80%.

(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on 2008, our work is full of hardships and setbacks, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.

Hotel Front Desk Work Plan 5

In a blink of an eye, the new year has arrived. The new year is a year full of challenges and pressures, and it is also a very important year for me. Here, I made a work plan for this year. Next, please look at the latest model work plan of the customer service front desk below ~

First, establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department). .

(3) Do a good job in customer service and front desk service.

1. Customer reception. Do a good job in customer reception and coordination of problem reflection.

2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-information transmission and exchange between properties, between customer service centers and centers, between customer service centers and relevant departments in the school, and other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(4) Coordinate and handle customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.

(6) Establish customer files. Including family area, teaching area and student community.

(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. Institution building

(A) the establishment of logistics company customer service center.

At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

(2) Having at least two staff members.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. The establishment of human resources is not less than two people, and the staff has a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.

Verb (abbreviation for verb) budget

In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also needs to be spent. If there is no budget, there may be no funds. According to the principle of economy, 500 yuan ∕' s annual official budget is 6000.00 yuan.

The customer service center is established according to the operational needs of modern enterprise services, which is the correctness of the establishment of the customer service department by the head office in that year. With customer satisfaction, it is possible to have a market. With customer satisfaction, it is possible to establish a brand and it is possible for customers to pay. The work connotation of the customer service center may have a cross relationship with the office of the head office and the human resources (quality management) department. However, the customer service center is mainly for customers, focusing on customer satisfaction, and it is a business department rather than a management department. In the future, if the bidding for property services in Shuang Fu Park can be successful, the customer service center can adopt the model of "Longhu Community".

Articles related to the hotel front desk work plan:

★ Work Plan of Property Customer Service Front Desk

★ Personal Work Plan of Property Front Desk in 2020

★ Work Plan of Property Office Front Desk

★ Personal Work Plan of Property Management Company at the Front Desk in 2020

★ Annual work summary, property front desk and model work plan.

★ Front Desk Work Plan 2020

★ Model essay on annual work summary and work plan of property front desk in 2020.

★ The company's front desk work plan featured 5 model essays and one book.

★ Five customer service work plans at the front desk

★ Five Work Plans of Property Customer Service Department