How to write the work schedule of front desk customer service?

How to write the work schedule of the front desk customer service

First, 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 from 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.

How to write the work schedule of the front desk customer service

General enterprises or property companies have a "customer service center", whose job function should be to serve customers and communicate with each other. In large-scale properties such as "Longhu Community", "Customer Service Center" is the central department, including service acceptance, service release, settlement organization and return visit.

Due to the particularity of our higher education property, under the premise of customer service-customer satisfaction, we can adopt an analytical and comprehensive method, change subdivision, adjust vertical control, save resource allocation, simplify service procedures, do a good job in customer service, and urge the head office to improve its performance and become bigger and stronger. The following is the working idea.

First, establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Set the phone number and email address of the customer service center under the homepage of the logistics head office.

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-to realize the information transmission and exchange between the interior of the property, between the customer service center and each center, between the customer service center and the relevant departments in the school, and other inquiries.

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

4.24-hour service telephone.

(four) to coordinate the handling of 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 (short 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 costs some money. Without a budget, there may be no funds. According to the principle of economy, you can make the following budget:

500 yuan/Monthly official expenditure 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 of the call center may have a cross relationship with the office of the head office and the human resources (quality management) department, but the main service object of the call center is customers, with customer satisfaction as the center, 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".

How to write the work schedule of the front desk customer service

First, ensure safety and promote business.

Under the current circumstances, in order to ensure that all the work of the hotel can be carried out normally and the operation is not affected by any policies, the hotel will strictly follow the requirements and ask the front desk receptionist to do a good job of registration and uploading, register every guest according to the regulations of the Municipal Public Security Bureau and the local police station, input the information into the computer, and conscientiously implement other notices issued by the Public Security Bureau. Secondly, strengthen the training of all safety emergency knowledge for all staff, so as to make the outside loose and the inside tight, without bringing any tension and insecurity to the guests; In terms of food safety, a series of safety and hygiene requirements and regulations and emergency procedures related to food hygiene and safety have been issued, effectively ensuring that no poisoning incidents will occur during the Olympic Games; In terms of public security, we will increase the number of posts and soldiers at night, increase the number of inspections, and make a detailed inquiry and registration system for suspicious personnel and suspicious items.

Second, pay attention to training and improve quality.

Business knowledge and service skills reflect the management level of a hotel. If we want to maintain business knowledge and service skills on the same basis, if the training fails to keep up and the new and old employees are updated quickly, it will easily lead to employees' lack of enthusiasm for work and lax business level, especially for an enterprise that has been in business for six years, which will directly affect the brand. In the second half of the year, the annual staff training will be aimed at the development and job requirements of the head office and hotels, so as to raise employees' awareness of the importance of training, actively guide employees to learn consciously, sharpen their skills, and enhance their self-confidence in the next step of enterprise reform and job competition. Cultivate a high-quality staff with excellent service and unique skills, and stabilize the good reputation and social benefits of enterprises in Qinhuangdao market. Realize the gradual sublimation from standardized service to humanized service and then to moving service. To this end, the hotel will plan to conduct necessary training once a month, and the training methods are mainly biased towards teaching and on-site simulation.

Third, increase revenue and reduce expenditure, reduce costs and increase per capita consumption.

Saving energy and reducing consumption is the slogan that the hotel has always advocated, and it is also the daily work that has always been concerned. In the first half of the year, all kinds of energy consumption decreased and saved compared with the same period of last year. In the second half of the year, according to the spirit of Mr. Fu's speech, the management will be more detailed. On the basis of "saving energy and reducing consumption", the company put forward the slogan of "tapping potential and reducing consumption", which is not only how to make efforts on the basis of the existing six-year "saving energy and reducing consumption" to discover and excavate all the links and processes, so that the hotel will install terminal meters at various regional points in the next step, such as installing water meters at faucet ends, installing electric meters in various regions, and distinguishing their respective charging areas from postal services.

At the same time, the switch control of air conditioning and office electricity will be readjusted and rationally planned; Secondly, according to the inflation index and the investigation of the same industry, the hotel will float the price of products (rooms and meals) at any time, so that enterprises can grasp the market dynamics more flexibly, improve their performance and lose no time; In addition, in the specific division of labor, the hotel requires the equipment used in each area to all departments, and all departments require teams or individuals to be responsible. In the normal service and management process, waiters and managers should always check the use of equipment, cooperate with the engineering department to maintain and repair the equipment, and better operate the equipment correctly. Managers are also required to report the equipment regularly.

In terms of guest rooms, it is required to extend the service life of linen as much as possible on the premise of ensuring the quality and quantity of service. At the same time, it is necessary to control the use of low-value consumables, establish distribution and consumption records, and implement a reward and punishment system for saving prizes and wasting. (We have been doing this. For example, due to the Olympic Games, vehicles in Beijing are limited by the time limit of single and even numbers, and some guests have to stay in Qin for two days before returning to Beijing, so they can make a fuss about saving materials. These are all small potential savings consciousness, which is the embodiment of mastering the market situation.

Fourth, persist in innovation and cultivate innovative consciousness.

Innovation is the motive force and soul of hotel's survival. Only with innovation can we have vitality and vigor, and only with innovation can we feel the joy of hotel growth. On the basis of bold innovation of hotel products and marketing methods at present, under the new market situation, we should vigorously cultivate the innovative consciousness of all employees, increase innovative measures, innovate outdated and backward systems, innovate software and hardware products, innovate marketing methods and target market selection, and further carry out innovative activities. Let the hotel make continuous progress and development in innovation. For example, the hotel will hold a product competition soon. The purpose is to let the chef know what art clothes mean ideologically, and at the same time save costs and improve the overall grade of dishes. On the basis of ensuring the launch of "55 15", we should innovate many similar buying points and ideas. Further walk in the forefront of the market and affect the market.

Five, strict cost control, strengthen detailed accounting.

Controlling various costs is to increase income. Therefore, in the second half of this year, the hotel will strengthen cost control, subdivide the cost expenditure of each department, change the original monthly inventory of materials into weekly inventory, and put forward improvement opinions and suggestions on the use of various consumables, strengthen the staff's awareness of cost control, and really do a good job in hotel cost control.

Six, strengthen the maintenance of equipment and facilities, stable service.

After six years of ups and downs, the hotel's hardware facilities are also old and aging. In the face of fierce competition, it can be said that it is a long way to go. Engineering problems often occur, affecting the normal service to customers. In addition, customers' frequent rental rate and untimely maintenance lead to an increase in the maintenance of facilities and equipment. For senior guests, with the emergence of newly renovated luxury hotels in the market, some will be lost (two hotels will be opened next to the hotel at the end of the year, one in the third place and the other is a business hotel). Therefore, the hotel is planning to replace carpets in some areas of guest rooms and restaurants, paint some wooden decorations and paint some parts at the end of the year. Strive for the occupancy rate of the hotel as much as possible and improve the economic benefits of the hotel.