Protocol department work plan

Time goes by and never stops, and our work has entered a new stage. Let's sit down and write a work plan. But what kind of work plan suits you? The following is the work plan of the concierge department I collected for you (generally 5 articles), which is for reference only and I hope it will help you.

Work Plan of Protocol Department 1 I. Work Objectives and Tasks

Be fully responsible for the concierge service in the lobby, ensure that the concierge arrives at his post on time, warmly receive guests and provide high-quality and efficient services for visiting guests. Ensure the order and safety of building guests' visits, and strive to establish and maintain good relations with guests. Complete all tasks assigned by the deputy security manager of the building.

Second, the work content and measures

1, be familiar with the working environment, staffing and various work systems, make a shift schedule according to the number of team members, update it weekly or monthly, and make work arrangements in advance. According to the "Property Management Regulations" and the company's system, formulate service rules and regularly check the implementation of safety systems and regulations for each post. Organize subordinates to understand and be familiar with the functions of each floor of the building and the positions of various units and departments, so as to provide timely response and accurate guidance when providing inquiry services for visiting guests.

2. Strengthen the safety study, legal education, administrative management and disciplinary investigation of the team's building security personnel to ensure that all building security personnel are clean and tidy and have good conduct. Conduct regular training, testing and supervision for subordinates. In the process of supervision, record the quality of subordinates' work and encourage those who perform well to improve their work efficiency. According to the overall requirements of the company, formulate assessment methods and implement corresponding systems and organizational measures.

3. In order to cooperate with the customer service department to do a good job of protocol reception service for major events, we will simulate a rehearsal before major events to prevent unexpected situations, sum up experience according to the rehearsal results, and make emergency measures in advance. In case of emergency in major activities, report to superior leaders in time.

4. Assist the superior leaders to complete various concierge services, convey the instructions of the superior to put the work in place, follow up and report the progress to the superior in time. Assist the department manager to implement concierge service and reception in the lobby. In order to complete the work of concierge service, communicate with subordinates and superiors, so as to better convey the instructions and adopt opinions from superiors, continuously improve working methods and improve work quality.

In order to ensure that the concierge staff are full of energy, enthusiasm and courtesy, they will propose to the company's trade union to organize group activities from time to time, cultivate the staff's work enthusiasm and teamwork spirit, and welcome every guest who comes to Shenzhen Stock Exchange with full enthusiasm.

The work plan of the concierge department is 20xx. With the correct leadership of the company, the professional guidance of the democratic police station and the strong assistance of various departments, the concierge department basically completed the security work throughout the year and the tasks assigned by leaders at all levels. Over the past year, some achievements have been made, but there are still many shortcomings, which deserve our further summary: the director of the concierge department has changed from 1 to 10 in 20XX, resulting in the management work before 10 is not in place, the supervision and inspection are not in place, and a perfect and effective management system has not been formulated, resulting in no basis for rewards and punishments. As a result, employees can't carry out the tasks and work instructions issued by the department, have no sense of responsibility, are lazy in their work, and hold the idea of muddling along, which seriously affects the normal work of the department. What's more, the phenomenon of inside job theft and collective strike occurs from time to time.

20XX 165438+ 10 with the strong support and guidance of company leaders; With the cooperation and help of various departments; All concierge staff were intensively trained, and various management systems were formulated and strictly implemented. Those "black sheep" and unqualified concierge staff were dismissed, fired or diverted. However, in the process of implementing this plan, due to the rapid progress, "the greater the pressure, the greater the reaction", the members of the two classes were incited and used by people with ulterior motives, so they collectively went on strike and resigned, and the number of departments dropped sharply from 78 to 2 1 person. Fortunately, we got wind of it before it happened, reported it to the relevant leaders in time, and made arrangements and arrangements in time to minimize the negative impact of this incident. In view of the difficult operation of the department caused by the sharp drop of personnel, the company reported to the company leaders in time and adjusted the department establishment and post setting, and divided the existing 2 1 person into three classes for operation. However, due to the shortage of staff, it is impossible to arrange holidays, and the team members are very tired, which leads to the decline of overall work quality and discipline. In mid-June, 5438+February, with the assistance of the personnel department, we recruited 1 1 employees. After a week of intensive training, the expected effect was achieved, and a class was compiled and put into operation on June 25, 5438 (the existing three classes were compressed into two classes). Due to the training in place, adequate staffing, and strict implementation of various management systems and post operation procedures of the department, the comprehensive quality of post operation, mental outlook and department image has been greatly improved. Generally speaking, the transformation of concierge department from on-site janitorial materials to service industry concierge has begun to take shape and the development trend is good.

The year 20XX is coming. In order to ensure the efficient and orderly development of the concierge department, we will focus on the following aspects:

The first is to grasp team building. Excellent team is an important guarantee for doing a good job. Team building should adhere to the principle of "two-handed": one hand pays attention to staffing and the other hand pays attention to quality improvement. In team building, we should combine "horse racing", "horse racing", "horse training" and "horse raising". While introducing players through multiple channels, we attach great importance to the improvement of the overall quality of players. Every new team member should organize half a month's professional quality training after coming in. Team members insist on three days of practical skills training and three days of theoretical training (every day 1 hour) after taking up their posts, so as to continuously improve the professional quality of team members. Become a tough and fighting team.

The second is to grasp the system construction. The key to orderly and effective work is to rely on scientific and applicable systems to ensure that "no rules can make Fiona Fang" and improve the management systems of the concierge department; Formulate a strict and practical system; The concierge department implements paramilitary management, regulates everyone's behavior with systems, and ensures the completion of work tasks.

The third is to grasp ideological construction. Because the players come from all corners of the country, their comprehensive quality, personality, hobbies and customs are different. They are all young people, with great plasticity, but also great variability. Therefore, in the work of team building, we should persist in ideological and moral construction throughout. Based on different players and different situations, we should flexibly insert ideological education into work, life and training; Have a heart-to-heart talk with team members individually and organize all team members to carry out "Where is the value of people?" "How to be a politically qualified and professionally competent concierge?" The backbone of the department is required to write in-depth and valuable articles on the basis of study and discussion, and lead the team members to put their learning experience into concrete actions and strive to be excellent employees.

Fourth, we should not conceal problems and mistakes in our work, report them in time, correct mistakes in time, learn lessons, cheer up and improve our work.

Fifth, strictly implement the company's "internal management guiding ideology" and "five whatevers", strengthen communication and cooperation with all departments of the company, and unite sincerely; Complete all the work of the department and other tasks assigned by the company with high quality and quantity.

The above is the work summary and work plan of the Concierge Department for 20XX years. If there are shortcomings, deficiencies or mistakes, please criticize and correct them.

The work plan of Concierge 3 opens up new hopes for the new semester, and the new blank carries new dreams. In the new semester, we will, as always, give full play to the work functions of the Student Union under the correct guidance of teachers, and give full play to the bridge role of the Student Union with the aim of serving students wholeheartedly. The following is our plan for the student union work this semester, with a view to making better achievements in the future student union work. The work plan is as follows:

First, improve management methods.

In the new semester, in order to ensure the normal and smooth development of student union work, strengthen the internal management of student union, improve the ideological quality and working ability of student union cadres, and strengthen the construction of student union. In view of the actual situation, in order to improve the work efficiency and quality of student cadres, we will constantly improve various systems. Our students will make a good assessment according to these systems, so that every student cadre can be strict with himself and cooperate with all the work.

Second, diversification of activities.

/kloc-March, 2000 launched the activity of learning from Lei Feng, in order to inherit the spirit of Lei Feng, so that students can realize the importance of helping others and learn something practical while doing their jobs well. The student union will organize a series of activities to learn from Lei Feng.

2. Fun sports meeting in April. In order to strengthen the cohesion within the Student Union and enrich students' after-school life, the Sports Department of the Student Union will organize various interesting sports and hold interesting friendship competitions between classes.

3. Honesty education will be held in June. In order to meet the final exam in July, the Learning Department of the Student Union will organize all the students to do an exam mobilization meeting.

Third, gradually improve the system and conscientiously complete the work.

We will give full play to the role of the Student Union as a bridge and link, and further strengthen the contact and communication between schools and students.

1. At work, care about students' needs, reflect opinions in time and solve practical problems.

2. All departments are aware of the ongoing work. If there are problems that cannot be solved, all departments should discuss more feasible solutions with each other.

3. The members of each department should communicate and coordinate all the work, so as to make the activities of the student union more smooth.

4. Strengthen the self-construction of the student union and constantly improve the overall quality of the student union cadres.

5, according to the actual needs, constantly improve the system, flexible, continuous progress.

The above is the work plan of our student union this semester. We will learn from last semester's experience, learn from each other's strong points and strive to do better in the new semester. In the new semester, we will do a good job with warm service and correct attitude, further improve the work of all departments, be strict with ourselves, set an example, strengthen communication among all departments, and set a good example in student cadre organizations. All student cadres are required to always think that they are members of the Youth League Committee and the Student Union, and always think about their responsibilities. We should set an example everywhere, do our job well, communicate with each other more, handle every problem in our work well, and strive to be the vanguard of study and work. We believe that this semester, with our joint efforts, students will achieve more impressive results.

Work Plan IV of the Concierge Department This department will attach great importance to the quality of customer service, pay attention to customer opinions, adhere to the standardization of service standards, and pay more attention to meticulous service and personalized service. Continuously improve services from software and hardware.

(1) In the service work, on the one hand, employees are required to have excellent service skills, expand their knowledge and improve service efficiency; On the other hand, employees are required to treat guests as friends and give them more initiative, enthusiasm and help. Really make guests feel at home. The department carries out personalized service, which requires the guests to be unexpected, strive to satisfy and surprise the guests, urge employees to pay attention to meticulous service and personalized service on the basis of standardization and standardization, and fully instill the golden key service concept into employee service.

(2) The opinions of the guests are the driving force for us to move forward. Therefore, the department will attach importance to the opinions of the guests and take solving the problems of the guests as an important task. This department pays attention to the training of the assistant manager in the lobby on how to deal with guest complaints quickly and normatively, and how to deal with all kinds of emergencies in accordance with the regulations. It requires that every guest complaint should be carefully recorded, case analysis should be carried out on typical problems, and emergency plans and quick handling plans should be formulated and updated. So as to standardize the explanation of the guests, improve the ability and efficiency of the assistant manager in the lobby to solve problems, and make contributions to eliminating the bad impression of the guests on the hotel and retaining tourists. In addition, communicating with guests and asking their opinions is a basic job of the assistant manager in the lobby. We always make unremitting efforts to complete this work with good quality and quantity, so as to better understand and collect the favorable information of our guests. The assistant manager of the lobby makes routine inspections of the guest rooms every day, and actively adopts and solves some opinions and suggestions fed back by the guests. On the one hand, it can provide valuable advice for hotel management and take measures to improve our work, on the other hand, it also cultivates the ability of assistant manager to communicate with guests. Do not shy away from or despise the opinions of the guests involved in the department, seriously investigate and study, take good advice and constantly improve the work of the department.

First, cultivate employees' awareness of "increasing revenue and reducing expenditure", cooperate with sales departments to generate income for hotels, and scientifically control departmental expenses.

(1) According to the market situation, the front office will actively promote the sale of scattered houses, spread the sales awareness of all employees to every employee, train sales skills, actively promote self-help tours and drivers, strengthen the promotion of "membership cards" and "stored value cards", and promote the entertainment and dining facilities such as hotel hot springs and thick palaces. Through continuous improvement, we will impress guests and attract repeat customers with quality services.

(2) Actively cooperate with the hotel sales department to do a good job in customer sales, such as cooperating with the marketing department to implement a new marketing price strategy; Cooperate with sales department to implement new sales principles and preferential projects for customers;

(3) In order to save costs, the department will strictly control the collection of monthly services and office supplies. For faulty equipment and facilities, in line with the principle of priority, try to maintain and use them if they can, and strictly control the copy paper. The front desk lighting in the lobby is flexibly controlled and turned off according to the guest's situation; The concierge will turn off the lights in the luggage room in time when there are no guests, and the assistant manager in the lobby will strengthen the inspection of the whole hotel and branches and standardize the control of the opening time of the lights inside and outside the lobby; The department will also strictly control the use of telephones, limit the duration and reasons of calls, and prohibit private calls from being used for public calls. Through various measures, the expenses of this department will be effectively controlled.

Second, pay attention to team building, create a harmonious atmosphere and enhance departmental cohesion.

(1) attaches great importance to the training of departmental staff and strives to improve their professional level and personal quality. Every month, each department will arrange a targeted and distinctive training plan according to the actual work needs, and track the training process all the time to assess the trainers, which requires high training quality.

Throughout the year, the headquarters plans to arrange various trainings, including: employee manners and etiquette, gfd, language skills, operation procedures of each branch, reception details, business processes, foreign languages, basic knowledge of branches, knowledge that the city and hotel should know, case analysis and comments. At the same time, the employees' business knowledge, knowledge assessment, knowledge assessment and courtesy assessment were tested in practice.

(2) Care for employees, strive to do a good job in employee protection, and create a relaxed and pleasant working atmosphere for employees. The front desk requires high comprehensive quality of employees, and the work content is complex, involving a wide range, and employees are under great pressure. In view of this feature, the front office has always stressed that departments and managers should do a good job of backing employees and effectively solve their work and life difficulties. At the same time, managers are required to set an example and play an exemplary role. The problems and rationalization suggestions put forward by employees at work will be seriously considered or adopted by the department to continuously improve the work of the department; Managers at all levels of the department are required to serve customers in the front line, supervise and motivate employees on the spot, reduce the work pressure of employees, and cultivate a good atmosphere of Qi Xin's cooperation among employees.

Third, improve employees' safety awareness and strengthen departmental safety management. The front desk is the front-line department.

Due to the large number of guests and the large amount of information exchange, safety work is particularly important for the front office. The security work of the front office mainly involves the information, accounts and luggage storage of hotel guests, the fire monitoring and emergency broadcast management of the switchboard, and the fire safety of the department. To this end, the department will formulate and emphasize the registration and household registration transmission system. The front desk staff strictly checked the check-in registration according to the requirements of the Exit-Entry Administration Office of Guilin Public Security Bureau, kept the guest registration information, filed it systematically, and transmitted the guest information to the public security organ in time. We will improve the visitor check system for in-house guests to avoid the infringement of guests by criminals. In addition, the department will revise the luggage storage system and the handover system of the concierge, strictly restrict personnel from entering and leaving the luggage room, and strengthen employees' safety awareness in all aspects.

Protocol Work Plan 1 5th: Etiquette, Politeness and Manners

1) courtesy

2) Basic polite expressions

3) Behavior (basic posture)

4) behavior

February: Protocol post service skill specification

1) welcome guest specifications

2) Traffic command and safety work

3) How to do a good job of inquiry (you should know what to know about hotels and scenic spots)

4) Farewell instructions for guests leaving the store

5) Umbrella rental

March: Service Skills Specification for Luggage Post Staff

1) Individual travelers enter and leave the store.

2) Team going in and out of the mall

3) Luggage storage and collection

April: service specifications for inquiries, letters from guests and messages.

1) Inquire about the information range and materials that should be mastered.

2) Handling of guest letters

May: Be familiar with star knowledge.

1) Understand the star rating requirements.

2) Matters needing attention in star rating

3) Imitate the star standard for practical operation.

June: How to pay attention to lobby guests?

Lobby service skills.

2) How to improve the flexibility of customer service?

3) Elevator welcome specification

July: The concierge should know

1) lobby lighting control

2) Maintenance of luggage cart and umbrella stand.

3) Placement and use of water signs.

4) Rules and regulations of luggage room

5) The content of concierge service

August: Polite expressions in postal service

1) Courtesy expressions for luggage storage and claim service

2) Polite terms for team baggage confirmation

3) Confirm the polite expressions of the departure time of team luggage.

4) Polite expressions for visitors to hand over items to guests.

5) Polite terms of umbrella rental service

6) Courtesy terms of individual baggage entry and exit procedures

September: Entrusted agency service

1) Procedures and standards for entrusted agency.

2) Procedures for entrusting the booking of vehicles

3) Operating procedures of services such as booking tickets and ordering food.

10 month: Problems encountered in service

1) What should I do if I bring it into the room and find that the room is untidy or there are other guests' luggage?

2) What should I do if the guest asks to send the luggage to the guest room first after checking in?

3) What should guests do with fragile items after receiving their luggage?

4) What should I do if the guest is not here when I see him off?