Work plan for front desk staff of the company

Time flies, time is slowly deducing, and new work is about to start. At this moment, it is necessary to make a detailed plan. I believe everyone is worried about writing a plan again, right The following is the work plan of the company's front desk staff that I have compiled. Welcome to share.

Work plan for the front desk staff of the company 1 Three years' work in the company. Although I am still the most common clerk in the company, I have completely mastered my work direction. I believe that as long as I make persistent efforts, I will do better next year!

The new year is a year full of challenges, opportunities and pressures. Here, I made a work plan for 20xx years, so that I can make greater progress and achievements in the new year.

1) Carry forward the fighting spirit. Facing the complicated and heavy tasks of the warehouse, I am not afraid of difficulties, take the initiative to find something to do, be diligent in my eyes, mouth and hands, actively adapt to various environments, hone my will and increase my talents in heavy work.

2) Carry forward the tireless enterprising spirit. Strengthen study, be brave in practice, read widely, pay attention to collecting all kinds of information while learning from books, and absorb all kinds of nutrition widely; At the same time, pay attention to learning methods, correct learning attitude, improve learning efficiency, and strive to cultivate their solid work foundation, dialectical thinking methods and correct ideas. Strive to do a better job and establish a good image of the department.

3) Be a good assistant. Strive to complete and do the work assigned by the supervisor, and enhance the sense of responsibility and team consciousness. Take the initiative to do the work to the point and implement it to people. I will try my best to reduce the pressure on leaders. Be able to help supervisors or colleagues share some work while completing their own work. Help each other with colleagues and maintain a harmonious working environment.

4) Familiar with the company's new rules and regulations and business development. The company is constantly reforming and formulating new regulations, especially in the ongoing 7S implementation. As an old employee of the company, while observing the company's regulations, he must take responsibility and cooperate fully.

The above is my work plan for 20xx, which may be immature. I hope the leader will correct me. The train runs very fast on the headband, hoping to get the correct guidance and help from the company leaders and department leaders.

Work plan of the front desk staff of the company. Establish and improve the rules and regulations of housekeeping department and the work plan of front desk.

The existing rules and regulations of the housekeeping department are extremely incompatible with the actual situation in daily business activities, and there are some problems, such as "multiple responsibilities in the same post", "no unified standard for service operation" and "various reference standards for management punishment", which seriously hinder the development of the housekeeping department in the direction of standardization, standardization and procedure. In 20xx, a complete housekeeping management system will be established, including: organizational structure and post setting chart of housekeeping department, job description of housekeeping department, job content of housekeeping department, working standard and operation flow chart of housekeeping department, reward and punishment regulations of housekeeping department, and job evaluation methods of housekeeping department. Through the unified formulation of the above management system, employees in each position can be more clear about their work content, standards and norms of various work operations, further improve service quality and work efficiency, and at the same time be conducive to the in-depth development of various management work.

Second, department cost control.

In 20xx, the total cost of housekeeping department must be controlled within 2.493 million yuan, that is, the average monthly cost should be controlled within 207.75 million yuan. Through the analysis of the monthly expenditure items of housekeeping department, it is estimated that the monthly fixed cost expenditure of housekeeping department is 654.38+0.26096 million yuan, and the variable cost must be controlled within 654.38+0.053,265.438+0.000 yuan, so as to complete the annual cost index control task. Therefore, the housekeeping department will effectively formulate the "energy saving and consumption reduction plan and implementation measures".

1. linen washing cost has always been an important part of the department's variable cost. We can change the current linen replacement system in the guest room to "one guest replacement" system to reduce the number of linen replacement and washing. On the one hand, the washing cost of linen is greatly reduced, on the other hand, the service life of linen is prolonged, the room cleaning time of waiters is shortened, and the working efficiency is improved. After preliminary estimation, this method is adopted.

2. Strictly control the use of various consumables in the room. In principle, the system of "one customer for one change" or "replacement after use" is implemented for all kinds of consumables in the guest room; Unused toiletries that guests insist on replacing must be fully recycled and refilled on the premise of ensuring sanitary quality; For teams and conference rooms with room prices below 60%, reduce the number of toiletries and only equip them with "shampoo" and "shower gel"; According to a preliminary estimate, this method can save about 32,000 yuan of variable cost a year;

3. Strictly controlling the use of "water, electricity and gas" is also one of the important measures of "saving energy and reducing consumption". ① Guest room water is mainly divided into "drinking water" and "domestic water". When changing the drinking water in the guest room, the remaining water in the bucket should be combined and filled for secondary utilization under the premise of ensuring sanitary conditions to prevent the waste of drinking water resources; For "domestic water", the phenomenon of "running, running, leaking and dripping" is mainly prevented through careful inspection, and the phenomena of continuous running of water in the guest room bathroom, water leakage in the water pipe joint between the guest room and the public bathroom, dripping of the shower nozzle in the guest room bathroom and running of water in the tube well are completely eliminated; In addition, some technical innovations can be made, such as controlling water flow by improving the nozzle under the condition of ensuring spray pressure; Fill the toilet water tank with sand bottles to reduce the water consumption of the toilet. 2. Save electricity. First of all, we can enhance the awareness of energy saving and consumption reduction by modifying the operating requirements of cleaning rooms and training waiters, turn off all kinds of electrical equipment in public toilets on floors at any time, and try not to use electrical equipment when cleaning rooms. Secondly, when guests are in the room, they should take the initiative to seek their opinions and turn off the switches of various electrical equipment that are temporarily unnecessary; Under the premise of meeting the national lighting standards, the bedside lamp in the guest room will be changed from the current 40W to 25W, further reducing the room electricity consumption. ③ Saving gas is mainly reflected in the use of central air conditioning. We must work closely with the engineering department to reasonably shorten the start-up and operation time according to the actual situation of the day, such as passenger situation and temperature, so as to realize the overall gas consumption saving. According to preliminary estimation, the variable cost of "water, electricity and gas" can be saved by adopting the above method for one year, about 1 10,000 yuan.

Third, departmental training.

Housekeeping department should pay close attention to the 20xx-year departmental training. In the early stage, all employees can receive standardized training in etiquette, service awareness, work content, work standards, operation skills, equipment and facilities maintenance, etc. According to the formulated rules and regulations, employees in each position can clearly understand their job responsibilities, work contents, standards and norms, and know how to carry out their work, so as to truly "have a clear goal"; According to the problems existing in the actual operation of the housekeeping department in the middle and late period, special training can be carried out in energy saving, room service English and service quality improvement to deepen the service work of the housekeeping department; Gradually establish and improve a complete room job training system, and constantly improve the comprehensive service quality of room attendants, so as to improve the overall service level and work efficiency of the housekeeping department. Training will be conducted once every quarter, and the training content will be submitted to the hotel administration department for review in the first month of each quarter, and it will be revised and improved according to the audit opinions, and one of the three months in each quarter will be specifically organized and implemented (depending on the quarterly operation).

Four, wages, monthly bonuses and assessment work.

For a long time, the work of the Ministry of Home Affairs has lacked the necessary assessment mechanism. There are serious disjointed and irrelevant problems in salary distribution, monthly bonus distribution, excellent evaluation of departments, selection and promotion, and there is no good competition mechanism and development space among employees, which seriously hinders the process of sustainable development of housekeeping department. In order to realize the goal of "rewarding diligence and punishing laziness and commending advanced" and form a good work style in the housekeeping department, the following work will be carried out in the next year's work:

1, salary. According to the hotel's 20xx annual salary grading standard, the salary standard of housekeeping department can be set at three levels: A, B and C, from foreman to waiter.

Payment standard and method: according to the monthly comprehensive assessment, the waiter's salary is graded (A, B, C) and reported to the hotel administration department for review. After the approval, the finance department will pay the graded salary to the employee's salary account around the 7th of each month;

2. Monthly departmental award. According to the difference between the post establishment of the department and the number of people actually working, the funds are withdrawn from the total wages and distributed as monthly departmental awards to encourage employees with good comprehensive performance.

Distribution standard and method: according to the monthly comprehensive evaluation, the monthly awards of waiter departments are graded (A, B, C). In principle, employees who can get A-level salary in the current month can enjoy A-level department monthly award, and so on; At the same time, the scoring results will be reported to the hotel administration department for review. After approval, the grading bonus will be paid to employees in cash or transferred to the salary account by the finance department around the 20th of each month.

3, job evaluation and assessment. Establish an assessment record book for each employee of the department, make a detailed assessment and score for each employee's daily labor discipline, service quality, work completion and other contents according to the working standards and procedures of the housekeeping department and the provisions of the rewards and punishments regulations of the housekeeping department, make a summary registration of daily deduction points or reward points, calculate the score every month, evaluate the grade, and link it with the salary of the current month and the monthly award of the department to form a linkage mechanism; At the same time, the grades of monthly assessment will also serve as an important basis for individual post adjustment, promotion and year-end assessment of department employees.

The work plan of the company's front desk staff 3 Looking back on our work in the past year, we can say that we have been doing very well! Many previous efforts seem worthwhile today. I hope it gets better every year. To this end, we will adhere to the good aspects of the past, we will deeply understand the shortcomings and improve them, and focus on the following aspects in the coming year:

First, the understanding of the importance of the front desk work.

Although the front desk work is not as great and direct as the contribution made by the company's business, marketing, finance and other departments to the company's development, since the company has set up this position, the leaders must think it is necessary to exist. Through thinking, I think that no matter which position, no matter what job, it is a part of the overall organizational structure of the company, and it is for the overall goal of the company. Front desk work should be the starting point of company image and service.

Because for customers, the front desk is the first step for them to contact the company, and it is also the first impression of the company. The first impression is very important, so the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. With the understanding of its importance, I further thought about how to do my work well.

Second, strive to improve service quality.

The main job of the front desk is to welcome guests and answer questions for customers (including transferring calls and sending and receiving express mail). Therefore, to do this job well, the most important thing is service attitude and service efficiency. -Then you can talk about how you pay attention to maintaining a good service attitude, such as smiling, patience and meticulous, warm tips and so on. In terms of improving efficiency, I talk about how to pay attention to speed, efficiency and error-free. According to the requirements of the first inquiry responsibility system, try to satisfy every customer.

Third, strengthen the study of etiquette knowledge.

It is not enough to have a good sense of service, but also to learn relevant professional knowledge to avoid doing bad things with good intentions. 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.

Fourth, 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. Do a good job as a bridge between company departments and customers.

Fifth, strive to create a good front desk 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.

The work plan of the company's front desk staff passed quickly. In a blink of an eye, I have been working in the management office of Yuanda Meiyu New Town for more than a month. For me who just started working, I have learned something from my ignorance of the property front desk work for more than a month. 20xx has become a thing of the past, and now it's here. I hope that in the new year, I can make a leap forward in my work. Here, I made a plan for my work in 20xx years:

1, self-image-building: strictly abide by the service code of conduct of customer service staff, dress neatly and appropriately, and behave in a civilized and generous manner. Smile and treat customers and colleagues warmly.

2. Regarding the handling of customer information, customer's incoming calls and visiting information should be recorded in the Customer Service Information Record Form in time.

(1) Simple help to customers shall be solved immediately within its power.

(2) Carry out maintenance, make a good registration, and promptly notify the maintenance department colleagues to carry out maintenance.

(3) For customers' complaints, it is necessary to reflect them to relevant personnel or leaders in time and deal with them quickly. Complaint handling: clearly record the time and place of the complaint, the contact information of the respondent or complainant of the complaint department, etc. If it can be solved, try to give the customer a reasonable explanation, handle the complaint in time after receiving it, and pay a return visit within two days after handling the complaint.

(4) Check the customer information registration of the day one hour before work every day, and deal with those that are not handled in time.

3. Key management: put the unrecovered or entrusted renovation keys in order of units, verify the key borrower, clearly register the borrowing time and return time of keys, and register whoever borrows them. Check whether the key matches the registration form every two days. If there is any discrepancy, find out the reason in time.

4. Mail collection: record all the details of the received owner's mail in the mail receiving and dispatching registration form in time, and ask the owner to sign the registration form for confirmation before collecting it.

5. Data collation: carefully fill in paper materials such as vehicle management service agreement, payment notice, goods shortage receipt, release form, decoration permit form, etc., input the materials into the computer every day, and process, bind and file the paper materials every half month.

The above is my work plan for the new year. I will try my best to put all the plans into practice. My colleagues also ask my leaders to supervise and correct my shortcomings so that I can improve myself and the quality of my work. Looking forward to a greater breakthrough in the new year.