8. Reception Work Plan for 2023

Work plan for reception in 2023 1

I. Guiding ideology

Actively carry out practical and effective work, adhere to the concept of "based on enterprises

Work plan for reception in 2023 1

I. Guiding ideology

Actively carry out practical and effective work, adhere to the concept of "based on enterprises and serving enterprises" as a guide, take the road of comprehensive, coordinated and sustainable development, tap potential and increase efficiency, do a good job in internal management, comprehensively improve work efficiency, gradually improve departmental management level and service quality, build a United, harmonious and healthy working environment, and realize standardization, institutionalization and normalization of departmental management.

Second, internal management.

1. Formulate and implement the detailed rules and implementation methods for the daily inspection of the front office, and realize the comprehensive and standardized operation of each post through clear quality standards and strict inspection system.

2. Strengthen the pre-control, on-site control and post-control of the quality of workplace work, pay attention to detailed services, pay attention to the needs of guests, pay attention to the feelings of guests, and ensure to provide "active, enthusiastic, accurate and rapid" services for guests.

3. Plan employees' career, gradually try out the post rotation of employees in the front desk, business center and switchboard area, enrich employees' work experience, increase employees' work skills, improve employees' interest in work, and build a compound talent with multiple skills.

4, improve all kinds of form records, data analysis, operating procedures and other work, so that accounts can be checked, evidence-based, rules-based.

5. Continue to collect and sort out customer files, provide intimate, personalized and customized services for guests, increase materials and provide guarantee.

6. In terms of energy saving and consumption reduction. Strengthen the maintenance of facilities and equipment to prolong the service life; The front desk saves the use of orders, registration forms, room cards, key bags, etc. If there are mistakes, use correction fluid first and then use it to reduce the waste caused by personal reasons; After 0: 00 pm, there is always a chance to close a switchboard to save energy; Business center can use waste paper instead of new paper, and can use express paper instead of copy paper.

7. Pay attention to safety awareness and implement the hotel safety rules and regulations and the relevant provisions of the public security department.

Third, foreign sales.

1, the sales task in the third quarter, according to the actual completion of the last quarter, the internal and external market environment of the hotel will be studied and formulated separately.

2. Take the newly-added area of 17- 19 as a selling point to improve the personal occupancy rate of the hotel, make full use of the hotel sales policy to increase the intensity of selling houses, and ensure that the rights are not exceeded and offside.

3. Strengthen the outreach work to railway passenger transport offices, long-distance bus stations, taxi companies and other units, and strive to achieve the sales effect of win-win cooperation.

4. When serving the door-to-door guests, train the front desk staff to pay attention to the words and deeds of the guests, identify the identity of the guests and the nature of the hotel, choose the correct sales target, and flexibly use the sales language skills such as approach, selection, turning and borrowing to achieve the sales purpose.

5. Hold regular customer experience exchange analysis meetings in the front desk area to study customers' consumption psychological orientation and sales skills. At the same time, establish a sound assessment mechanism, rank according to performance every month, and analyze the reasons for improvement.

6, often organize the relevant personnel of the department to collect and understand the information of tourism, hotels and their corresponding industries, grasp the trend of their operation and reception services, and provide comprehensive, true and timely information for hotels in order to formulate marketing strategies and flexible promotion plans.

Work plan for reception in 2023 II

First, overcome the staff tension, stabilize the staff and improve the professional level of self-management. Last year, the turnover rate of receptionists and concierge staff was very high. They were usually cashiers, receptionists and concierge staff. Work is hard and people are unstable. In order to stabilize the few cashiers and let the receptionist work normally, I often work night shifts and day shifts. At work, I also try to communicate with employees, understand their needs, solve practical problems for them, strengthen ideological education and team awareness, and create a pleasant working atmosphere for them.

At the same time, follow up with the personnel department, replenish the positions related to job vacancies in time, strengthen the training of new employees, gradually replenish personnel and stabilize employees. At present, the staff in our department is stable. On its own, it has strengthened the study of professional knowledge of wine hotel management, and constantly mastered the professional knowledge of the hotel through study, thus improving the level of self-management.

Secondly, the hardware problem, the hardware problem in the early stage of the hotel has greatly affected the service quality of the hotel. Frequent customer complaints and slow network speed. The normal night trial procedure should be 3-5 minutes, but due to computer reasons, it takes more than 30 minutes-1 hour to complete the night trial, which makes the cashier who works at night extremely excited and unwilling to work at night, and the business card printing machine system is also prone to errors, often unable to make room cards normally.

I actively followed up the network management, and the existing network management technology was not as good as that, so I found a good network manager who had worked here before to change computers, upgrade memory and increase network maintenance, which greatly improved the network speed and allowed employees to use it normally. I invited the room card supplier to do room card system training, and trained emergency measures for the problems that often occur in the business card printing machine, so that the business card printing machine can be used normally. In view of the influence of printer aging on work, I bought a new printer in time and repaired the old printer for a rainy day. At present, there is no printer failure affecting the work. At the same time, the second-generation ID card scanner was replaced, which improved the reception and check-in efficiency. Hardware problems are basically solved.

Third, strengthen the staff's business training, and improve the business level and service level. In the early stage, due to the large flow of receptionists and concierge staff, the newly recruited employees did not understand the business, and the cashier's business level was uneven, so the service quality could not be guaranteed. In order to let new employees take up their posts as soon as possible, we have made a series of training plans for new employees, followed them all the way, taught them by hand, conducted special training for some poor cashier businesses, and fully cooperated with some businesses that were not well mastered. Advocate the service concept of "customer first, treat people with heart" in daily work, constantly improve the service awareness of employees and strengthen service standards.

Fourth, actively and effectively handle customer complaints, safeguard the interests of the hotel and avoid negative impact on the hotel. In the past, due to the lack of staff, I often took the class, and the complaints of other employees at work were not resolved. Sometimes the eod on duty is perfunctory and fails to leave the customer with satisfaction. Now the staff is stable, and the assistant manager of the day shift lobby is added. We take turns to pay attention to every customer complaint at the front desk every day. On the basis of safeguarding the interests of the hotel and satisfying customers, we patiently handle every customer complaint and try our best to satisfy every customer.

5. Strengthen communication with housekeeping department, improve the speed and accuracy of rounds, avoid long check-out time caused by slow rounds, and require room attendants to make rounds accurately, subject to one round. Clear responsibility.

Six, the establishment of the guest room center, cancel the intercom room, use the telephone room, and return the hall to a quiet and elegant environment. After the establishment of the guest room center, it will be docked with the front desk, and the front desk will increase the telephone number, cancel the walkie-talkie to report the room and implement the telephone report. The hall is much quieter than before, and the noisy voice in the intercom can no longer be heard in the hall, which is a step forward compared with the hotel standard.

Work plan for reception in 2023 3

In order to better accomplish the tasks entrusted to us by the leaders, comprehensively complete the reception tasks, improve the internal work responsibility system of the department, and improve the visibility and influence of our store, our department has formulated the following scheme in combination with the actual situation:

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

2. Be able to hold 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 day's work at the same time;

Third, 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;

Fourth, master the daily passenger flow and turnover, and make statistics on the weekly and monthly passenger flow, formulate corresponding marketing plans, and at the same time compare the turnover between weeks and months, find out the shortcomings, make a summary and corresponding countermeasures;

Five, do a good job in the "three ones" work of fire safety in this department, so as to check once a day, train once a week and exercise once a month, and make corresponding records;

6. Supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;

Seven, to participate in the reception work at the front desk, and record the problems found in the work, formulate the corresponding improvement plan;

Eight, 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;

Nine, closely cooperate with the front desk cashier, and 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;

X. handling 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, it is necessary to inform the superior leader, make corresponding solutions with the leader, and then solve them for the guests.

Work plan for reception in 2023 4

The front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests begins with welcoming guests at the front desk, and a good beginning is half the battle. Recognizing its importance, we must do our work well. The following is my work plan for the third quarter:

First, like all other service industries, politeness and etiquette: how to keep smiling, how to greet guests, how to provide services for guests, the language to be used in services, etc.

Second, pay attention to the image. The front desk is the first impression of the hotel and the facade of the hotel. Therefore, our front desk staff must ask the guests to wear light makeup, work clothes and have a good mental outlook, so as to maintain the image of the hotel and let the guests know and see our mental outlook of Yibang. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.

Third, the training of front desk business knowledge. Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!

4. English at the front desk. Some English skills at the front desk are the basic requirements for each of our receptionist, so as to serve foreign guests well. As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before. Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment. Through such training, I understand a truth: never forget to study and recharge yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!

Fifth, focus on the overall situation, regardless of personal gains and losses. Whether during working hours or during vacation, if the hotel has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it.

Although the work at the front desk is sometimes trivial, everything should be done seriously. So I will do everything with my heart. I will study hard and work hard in the days to come!

Work plan for reception in 2023 5

1, in my daily work, I will do the following:

(1) Assist all departments in the registration, submission and distribution of all kinds of official documents, sort out the documents that are not specifically sorted and put them into labeled folders.

(2) Do a good job of sending and receiving all kinds of letters.

(3) Do a good job of sorting out low-value consumables.

(4) Cooperate with superior leaders to assist each department.

(5) Do a good job in the management of 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.

(6) Do a good job in maintaining office equipment.

(7) 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.

(8) 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.

2. In administrative work, I will do the following.

(1) Do a good job in the services of all departments: strengthen the contact and communication with the information officers of all departments, transmit information quickly and systematically, and ensure the timely and accurate information transmission within the company.

(2) Do a good job in employee service: feedback employee information to company leaders in time, and make a good bridge between employees and leaders.

(3) Assist the superior leaders of the company to improve various rules and regulations of the company.

3. To improve my personal accomplishment and business ability, I will do the following three things.

(1) Actively participate in basic management training arranged by the company to improve professional skills.

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

(3) Improve the knowledge level 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

(1) Assist the Human Resources Department in all kinds of work.

(2) Complete other temporary work in a timely, earnest 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.

Work plan for reception in 2023 6

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 us to show to the outside world and a platform for establishing corporate image. At the end of each month, I will take an inventory of the items in the sample room, record the damaged items and report them 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 the continuous normal work, we must 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; The optical fiber usage fee is xx yuan; 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 oral expression ability have been greatly improved, ensuring the normal operation of all the work in this position, being able to treat all tasks with a correct attitude, loving my job and so on. 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.

Work plan for reception in 2023 7

In retrospect, as the receptionist of the company, with the care and guidance of the leaders of various departments and the support and help of my colleagues, I successfully completed my job and the tasks assigned by the leaders. I have improved in all aspects, but there are still some shortcomings. I need to continue to study and accumulate work experience in the future, and make up for my shortcomings through my own efforts. The work of this work is summarized as follows:

I. Daily reception work at the front desk

1, guest reception, polite introduction in time after asking for identity, call the relevant departments as soon as possible after properly receiving the guests who have not made an appointment in advance, and the reception is smiling, patient and meticulous, and warm;

2. Be responsible for answering and transferring the telephone at the front desk, carefully answer every call, be familiar with the extension numbers of various departments, carefully record and convey important matters to relevant personnel, so as not to miss or delay;

3. Be able to update the company's address book in time to facilitate the work communication between various departments of the company;

4, the front desk hygiene work, the front desk is the starting point to show the company's image and service, to create a good front desk environment, not only pay attention to their own image, but also maintain good environmental hygiene, so that visitors have a pleasing feeling.

Two. Administrative and other temporary work

1, learned the company's rules and regulations; Familiar with the efficacy of various products of the company, laying the foundation for telephone promotion;

2. Assist the administration to call and urge people who join Maca associations and societies to submit materials, and make an electronic list after collecting materials;

3. Sign for the express mail, hand it over in time, and properly keep the items that are not at the front desk;

4. Conduct telephone promotion and report the list of interested or intended customers to the sales department every week. By the end of February, there were 13 interested customers.

In this month's work experience at the front desk, although all the work has been done seriously, sometimes there are shortcomings, lack of care, and sometimes lack of ability to solve problems. 15 I will constantly improve my image, make a good work plan for the new year, and improve my work quality, efficiency and sense of responsibility. The new plan is as follows:

(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.

(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. On the other hand, I can briefly answer customers' questions within my power, and at the same time I can seize the appropriate opportunity to promote the company.

I hope that in the new year, through my own study, I will strive to improve my work level, adapt to the needs of work under the new situation, change my working methods in the process of continuous learning, and strive to do better work in the future. At the same time, do a good job in logistics services, so that leaders and colleagues can avoid worries.

Finally, I would like to thank the leader for offering me this job and giving me the opportunity to improve and make progress together. Thank you for your warm help and careful care for my work in this 1 month. Although I still have many shortcomings in experience and ability, I believe that diligence can make up for it. As long as we have more understanding and communication with each other and make unremitting efforts, I believe Jin Nuo will have a better tomorrow!

Work plan for reception in 2023 8

First, tidy up the items at the front desk at work, 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 peculiar smell and the air is smooth.

Fourth, when transferring calls, pay attention to polite language and use company standard language: hello! Foshan Bangpu Company! Then ask what's the matter, ask who the other party is looking for, what's your name, and transfer it to the relevant personnel after understanding the situation. Familiar with the office phone number of employees in the company. If the caller is advertising, selling or networking, these calls have nothing to do with the company and will be rejected. If someone is looking for Mr. Li, pay attention to whether the other party is really looking for Mr. Li for the company's business; If you can't judge, you can transfer it to Zhu Ying. Find out the telephone numbers of leaders such as Assistant Li and Manager Yu. The telephone number of the leader should also be clearly remembered, and the leader can greet him cordially when he sees the phone.

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 20xx, 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 questions that the customer can do, and 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.