Personal work plan of room supervisor

1. Personal work plan of room supervisor

1, from the internal governance, improve the comprehensive quality of safety. Establish a target governance responsibility system, decompose and implement tasks at different levels, effectively solve the passive situation of doing or not doing, doing well and doing poorly, and play a role in encouraging the advanced and urging the backward. Make annual work goals, and divide all tasks into teams and employees, so that everyone has goals, tasks, pressure and motivation. 2. Strive to improve the professional quality, enhance the ability to deal with emergencies, and cultivate a disciplined and tenacious security team. First of all, do a good job in ideological work, strengthen business training, and cultivate employees' idea of being hard-working and loving their homes. Managers at all levels should be integrated into the team members and practice with them, so as to find problems and solve them pertinently. Secondly, enhance service awareness and improve customer service ability. At work, we should respect guests, take the initiative to say hello and be polite. No matter how busy you are, you can't neglect the guests. You must focus on service, pay attention to details and pursue perfection. Third, we must pay attention to strategy, understand guests and respect them. When dealing with unreasonable demands or accusations of guests, we should adopt the method of guidance and influence, and we should not directly conflict with guests. Educate employees to understand from the heart that everything we do is to satisfy our guests.

3. Take advantage of the industry to strengthen the safety information work. First of all, according to the requirements of the public security and fire departments, give full play to the functions of the security department, strictly manage and require, and earnestly implement various safety precautions to ensure the normal order of the hotel. Secondly, strengthen communication with public security and fire departments, assist hotels to use good people, and further purify the public security environment of hotels. Eliminate all kinds of unsafe hidden dangers in time, effectively curb all kinds of accidents, and ensure the safe and smooth progress of hotel fire control work.

4, strengthen the maintenance of various facilities and equipment, improve the safety work efficiency. First of all, improve the maintenance system and clarify the maintenance responsibility. According to different equipment and different areas, define the maintenance responsibility and workflow, and ensure that the equipment is managed everywhere and the parts are protected. Secondly, make a specific maintenance plan to ensure that the equipment can be maintained within the specified time. Third, implement correct maintenance technical standards, take technical parameters as the core, accurately reflect the operation status and maintenance of facilities and equipment, and improve the overall maintenance level. Fourth, strengthen the professional quality and level of fire inspectors to ensure the orderly maintenance of facilities and equipment with excellent professional skills.

5. Do a good job of coordination and strengthen the fire safety awareness of hotel employees. Carry out extensive publicity and education on fire safety, carry out fire publicity activities in a form that everyone likes, popularize fire knowledge, and organize hotel employees to conduct fire fighting and evacuation drills in batches, which not only increases employees' safety knowledge, but also tests their actual combat ability.

In short, we should continue to deepen governance, cultivate the professionalism of the new era, encourage security guards to continue to adhere to the spirit of self-pressure, hard work, high standards and strict requirements, combine the spirit of daring to try with the scientific attitude of seeking truth and being pragmatic, and strive to create an efficient, pragmatic and civilized new image of hotel safety. Open up new ideas, boldly reform, complete the income-generating task, and escort the hotel development.

2. The personal work plan of the room supervisor

1. Reducing service links and improving service efficiency is an important part of service. Many complaints are caused by low service efficiency. Any requests and services put forward by guests are expected to be solved as soon as possible, rather than being pushed around by others, so it is imperative to implement "one-stop" service. After the guests check into the hotel, they don't know all kinds of service numbers. Although we made a small phone note on the phone, most of the guests didn't read it carefully. When they need service, they will pick up the phone and dial a phone number at will. The phone keeps turning, which is very inconvenient for the guests and greatly reduces their satisfaction with our service. Our department will improve service efficiency by reducing service links.

Second, establish a customer service center.

At present, the switchboard and service center are two posts for telephone service customers. Many customers will call the switchboard or other extensions when they need service, and the switchboard or other extensions will be transferred to the service center after receiving the service. This will easily lead to service delay or loss of service information, because other positions simply do not understand the needs of customers. If they are busy with their work, they will delay or forget to convey service instructions, which will bring great inconvenience to our service and be easily complained by guests. Only the person who answers the phone can understand the anxiety of the guests, know the real needs of the guests, know which service is most urgently needed, and inform the service reasonably. In order to reduce service links and facilitate guests, the switchboard and service center are merged to form a guest service center. Just dial "0" to solve all hotel services and inquiries.

1. The function of the guest service center The guest service center is also the information center of the hotel, which collects all the information of the hotel and the external information related to the hotel, and organizes and delivers it; Receive service information in a unified way, accurately transmit service instructions, and ensure that services can be provided in time.

2. The work content of the guest service center

Answer the phone and provide service. After the merger of the switchboard and the service center, all the outside calls and services of the hotel are transferred by the customer service center, which can provide services for special guests, which not only improves the service efficiency, ensures the accuracy of the service, but also reduces the workload of floor attendants.

② Accept telephone appointments and inquiries. At present, there are three telephone extensions at the reception desk. According to statistics, from September to June, the reception desk can only receive more than 20 external calls, and the daily traffic from internal calls can reach more than 70. With such a high flow, it is impossible for the receptionist to fully receive the guests. When guests check in from the outside, they all hope that the sooner the better, but when the receptionist receives the guests, she is often interrupted by the phone several times, which leads to our service can not be guaranteed. If the computer in the customer service center is connected to the front desk, all telephone reservations and telephone inquiries can be operated by the customer service center, which not only facilitates the guests, but also gives the receptionist more time to serve them.

(3) Change the room status in time to ensure that the room is rented. The floor foreman can call the customer service center to change the room status after checking the room, and the customer service center can immediately change the room status after receiving the notice to ensure that the room can be rented in time.

④ Key management. All the keys of the guest room are kept, issued and registered by the guest service center.

⑤ Disposal of lost property. The guest service center is responsible for the storage, preservation and claim of the items left over by the whole hotel, and handle them according to the regulations.

⑥ Telephone statistical analysis. The customer service center makes statistical analysis of the calls received every month, analyzes our shortcomings, better understands the needs of customers and improves our service level.

Third, the foreman salary adjustment method

1. The foreman's salary base is xx yuan, and the post salary is xx yuan and xx yuan. According to the foreman's assessment results, adjust the post salary accordingly.

2. According to the foreman's professional level, staff training, unity and cooperation, comprehensive ability and other aspects, the foreman with the worst assessment for three consecutive times will be disqualified.

The foreman who has been absent from work for three consecutive months only enjoys the basic salary.

Fourth, cultivate employees' observation ability, provide personalized services and build service brands.

With the development of the industry, the management concept and service concept of the hotel industry are constantly updated. It is not enough to satisfy customers, but also to make them unforgettable. This requires providing personalized services on the basis of standardized services. Hotel service pays attention to "thinking what guests think and being anxious about what guests are anxious about". Service personnel should pay attention to observation, guess the psychology of the guests, provide services as quickly as possible when the guests have not said their requirements, and send pillows as soon as they want to sleep, as we often say. Imagine if customers will never forget such service. The department will focus on training employees how to provide personalized services according to the living habits of guests. In daily work, by encouraging training, collecting and sorting, standardizing the system and rewarding training, it will become the conscious action of employees and promote the improvement of overall service quality.

1. Encourage training: the department will train waiters who have excellent work performance and are well received by guests, so as to raise their service awareness and quality to a higher level, base themselves on their posts and strive for first-class service.

2. Collection and collation: Department managers strengthen on-site management in their daily work, look for typical examples of personalized services from front-line services, collect and collate them, and summarize them into files.

3. System standardization: the typical cases sorted out will be popularized and constantly supplemented and improved in practice, thus forming systematic and standardized data as a standard for measuring service quality and realizing the transition from fuzzy management to quantitative management.

4. Training reward: The sorted materials can be used as training materials, so that new employees can understand the work requirements and learning objectives from the beginning, and the old employees can find the gaps through comparison, make up for the deficiencies and raise their awareness. For employees who have made outstanding achievements in their work, the department will commend and reward them in various forms, so that employees can form a good atmosphere of scrambling and making contributions. The core of business lies in creating products, and the core of hotels lies in creating services. In daily service, employees are required to provide "five hearts" service according to the simple, convenient, fast, sensitive and high-quality service standards. Jane: Work procedures should be as simple as possible, work instructions should be as simple and clear as possible, and feedback should be concise and to the point. Convenience: make guests feel convenient everywhere from entering the store to leaving it. Speed: We should meet the needs of guests as soon as possible. Jie: The waiter should be quick-witted, understand and respond to the guest's behavior quickly, and then provide good service: the guest should feel "value for money" after receiving the service. Things are hotel products, that is, services Five-hearted service: meticulous service to key guests, wholehearted service to ordinary guests, considerate service to special guests, patient service to picky guests and enthusiastic service to difficult guests.

Five, the peripheral greening environment is improved, and the indoor greening plant varieties are replaced.

Since the hotel terminated the contract with Xingyuan Greening Company at the end of xx, the peripheral greening has been managed by pa employees themselves. Due to the lack of technology and experience, some green plants have not been well maintained, and this year Hainan is short of rain, which has already appeared the phenomenon of dying. Next year, we will replace dead plants, plant as many flowering plants as possible, and replant some southern fruit trees in the periphery to add some joy to the hotel. At present, there are problems of single indoor plant species and low grade in hotels. Contact the appropriate greening company next year and reach an agreement to completely solve this problem.

Six, business floor guest supplies replacement

3. The personal work plan of the room supervisor

1, the problem of employee's mentality adjustment. Due to many engineering improvement problems before opening, the workload of employees is relatively small, which leads to the sloppy mentality of employees, and most employees' mentality has not been adjusted in time after opening.

2. Room hygiene quality

After this week's inspection of the OK room, I found that there are still some details in the room quality, which will affect the quality of the whole OK room.

3. The process of building a house

In the subsequent process of building, it was found that employees did not strictly follow the workflow of the guest room, which made employees consume more time and physical strength.

4. Placement of articles on the working car and cleaning of tools

It is found that the items on the employee's work car are not placed according to the standard, such as: there is no distinction between dry and wet rags; Did not clean the tools on the work car in time after work.

4. The personal work plan of the room supervisor

First, strengthen employees' sales awareness and skills, and improve the occupancy rate. After xx years of ups and downs, the hotel's hardware facilities have become obsolete with the passage of time. Facing the hotel market in Jiangmen, the competition is fierce, which can be said to be a long way to go. Because the hotel hardware facilities are old and aging, engineering problems often appear, which affect the normal service to guests. For high-grade guests, some will be lost with the emergence of new luxury hotels. As a member of the hotel, I know that the guest room is one of the important revenue-generating departments of the hotel, and it is also a profit-making department, so every member of the hotel has the responsibility and obligation to do a good job in sales. In order to do a better job in sales, we plan to train the receptionists in ways, methods and practical skills of selling houses, and at the same time instill instructions from hotel leaders, emphasizing that employees should try their best to retain guests as long as they are at the reception desk, strive for the occupancy rate of the hotel as much as possible, and improve the' economic benefits' of the hotel.

Two, strengthen the management of all kinds of statements and customs declaration data.

This year is the Olympic year, and people from all over the world will come to China. Facing the sudden "attack" from people all over the world, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, our duty meeting strictly requires the reception desk to do a good job of registration and uploading. The reception desk will register each guest according to the regulations of the Public Security Bureau and input the information into the computer. Report the guest's information to the local public security bureau in time through the hotel uploading system, and earnestly implement the notice issued by the public security bureau. At the same time, a special person will be appointed to report the guest information and related data.

Third, respond to the slogan of "saving energy and reducing consumption" advocated by hotel leaders.

Saving energy and reducing consumption is the slogan that many hotels have been calling for. This department will also respond to the call of hotel leaders, and strictly require each employee to make good use of every piece of paper and pen, trade in the old for the new, and collect the waste paper and cut it into volumes for emergency use in front-line posts. At the same time, the lighting in the lobby, air conditioning switch control, office electricity consumption and computer electricity consumption in the front desk department are reasonably adjusted and planned.

Fourth, keep the habit of communicating with employees to increase mutual understanding and facilitate the development and implementation of the work.

It is planned to have a heart-to-heart talk with employees in all positions of the department every month, mainly focusing on work and life, so that employees can find the object of heart-to-heart talk in their own departments, and solve their own problems as their own problems according to the reasonable requirements put forward by employees, so as to do their best. If it can't be solved, report it to the hotel leader. Let employees truly feel that they are respected and valued in departments and hotels.

Five, do a good job of quality inspection within the department.

5. The personal work plan of the room supervisor

First, establishing and perfecting the staff training system, improving the hotel's execution and carrying out staff training are important means to improve the quality of employees. At the same time, employee training is also an important part of employee motivation and an important aspect of attracting talents. Improving staff quality through staff training is the basic way for hotel development and an important task for hotel human resource management. For example, cross-learning among employees, holding various training courses and conducting various skill competitions can not only cultivate employees' interest in work and help them plan their careers, but also enable each employee to learn a skill and have more passion and responsibility in their work. It is a game flow of racing in "The Secret" for people who are suitable for what kind of work to do. In this regard, it is suggested that leaders assess the post responsibilities of employees and openly and fairly implement the company's system of rewarding the excellent and punishing the poor, rewarding the diligent and punishing the lazy. That is, let employees understand that the future is made by themselves, and the opportunities are grasped by themselves. Without hard work, they cannot succeed.

Second, strengthen departmental exchanges and cooperation to improve work efficiency.

Information communication is the premise of strengthening cooperation and collaboration between departments, and information is increasingly becoming an important resource for enterprises to manage and work. In the era of rapid development of information carriers, why do information errors often occur? Because there may be some contradictions or misunderstandings between departments, leaders and subordinates, colleagues and colleagues, employees and customers, they don't understand each other and ignore each other, thus affecting the interests of the hotel. At present, most hotels are equipped with complete information communication platforms, but only by strengthening exchanges and cooperation between departments and forming a long-term mechanism of mutual cooperation and common progress can work efficiency be fundamentally improved.

Third, advocate the consciousness of pursuing Excellence and correct working attitude.

In the work, we should also cultivate the exemplary role of employees in order to flaunt it. No matter what position, employees can complete their own work every day, every week and every month, and they can unconditionally help others to complete other people's work as the basis for selection. Of course, under this premise, employees' code of conduct, service awareness and service quality can all be used as a reference for evaluating scores. The so-called model, based on the selection of employees, needs to evaluate the core competitiveness of employees in addition to workload. The core competitiveness is the usual service quality, service attitude and the code of conduct of model employees. Not everyone can do these things, and it takes hard work to stick to them. Show off by example, carry out beneficial and interesting recreational activities, advocate the consciousness of striving for Excellence (departments strive for Excellence, employees strive for Excellence), and create a spirit of learning, Excellence, striving for Excellence, striving for the first place, being determined to innovate and uniting and cooperating in the hotel.

Fourth, increase employee benefits and improve welfare benefits.

Attack the city for the next, attack the heart for the top, and formulate an ideal treatment plan. You can hold a meeting of all employees or staff in the professional room, so that each employee can deeply understand the importance and inevitability of finding and handling problems and their own development. For the sake of employees' own development, give employees a stage to play, and let capable and thoughtful employees participate in hotel planning and planning. According to the suggestions and schemes provided by employees, the material treatment and position of employees should be appropriately improved to increase their happiness in the hotel. Let employees have a sense of belonging recognized by the hotel, because the advantage of letting employees play a leading role lies in maintaining these established systems and infecting other employees with their own actions, so there is no need to take leadership as the center. After all, the strength of leadership is limited and the embodiment of the team is valuable.

Hotel industry is an evergreen tree, but only by weeding, fertilizing and watering can it flourish. It is necessary to strengthen the system management of the hotel, strengthen the communication between departments, improve the service quality of the hotel, and make every employee feel at home. We should receive every guest seriously, handle everything carefully, worry about what the guests are anxious and think about what the guests think. Be sure to think of what the guests think in advance, and also think of what the guests didn't expect. What the hotel does is a concept and perfect service. In the service, we should have our own characteristics, surpass other hotels, and provide people with a sense of service that no one has me and no one has me!