1.2022 personal work plan for the administrative front desk
1. The working hours of customer service department are 7: 00-14: 0014: 00-21:00. W
1.2022 personal work plan for the administrative front desk
1. The working hours of customer service department are 7: 00-14: 0014: 00-21:00. When the number of residents in the community increases to a certain extent, after the engineering department starts to be on duty 24 hours a day, the customer service department will simultaneously implement the 24-hour working system;
2. In combination with the actual situation, cooperate with the engineering department to formulate paid and unpaid service items and charging standards, and notify each owner;
3. Continue to make home visits, but don't concentrate on a certain period of time to reduce the boredom of customers being disturbed. Customer service personnel visit no less than 4 households every month, and enrich and improve customer information during the return visit;
4. The renewal speed of residents in the community is accelerated. The customer service department conducted a survey on property management satisfaction in May and June 165438+ 10 to strengthen the impression of the management office among residents.
5. Look for all professional companies that can provide professional services and cooperate with our office to provide more comprehensive and professional services for residents in the community, such as cleaning, housekeeping/nanny, pet care, etc.
6. Carry out community cultural activities, such as some important Chinese and Western festivals, spring and winter sports meetings, etc. Publicize the management plan and charging standard of the activity center of Nanhui, implement the management personnel and open the activity center as soon as possible;
7. Customer service personnel standardize services, enrich and enrich professional knowledge, and provide better services for community owners. You can improve your service skills by organizing visits to other excellent communities and learning related professional books.
8. Implement housing, find customers, and strive to develop tenants belonging to the company;
9. Instead of concentrating the urging work in a period of time, we should integrate the urging work into our daily work.
2. Personal work plan of the administrative front desk in 2022
1) Carry forward the fighting spirit. Facing the complicated work and heavy tasks in the warehouse, I am not afraid of difficulties, take the initiative to find something to do, achieve "eye diligence, mouth diligence, hand diligence and leg diligence", 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" extensively; At the same time, pay attention to and 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.
3. Executive Front Desk 2022 Personal Work Plan
1. Improve service quality in an all-round way and implement "special service".
In terms of improving service quality, it is necessary to activate the employee reward and punishment assessment system, carry out standardized management, establish a good and standardized positive and negative incentive mechanism, find a breakthrough in the work, and resolutely ban the wrong practice of punishing employees twice by the commodity department. Grasping on-site discipline is now basically on the right track. It is necessary to master sales skills and commodity knowledge and improve the marketing level, thus helping to improve the overall service level. This year's service aims and standards, as well as what kind of image Guofang Parkson should establish in the eyes of customers, change the service concept and what customers need, are all things we have to do. Guofang Parkson has long been a leader in Lanzhou. Shopping malls are as cruel as battlefields. If you don't sail against the current, you will retreat. If an enterprise wants to develop, it must have its opponent's ideas and measures. Therefore, if an enterprise wants to be in an invincible position in the fierce market competition, it must put commodity brands, service brands and enterprise brands on an important work schedule, upgrade, maintain and develop them, and gradually form Jincheng's well-known and unique "characteristic service" strategy.
2. Carry out the company service skill project competition. The service office hosted the service skill competition area in the company's xx sports meeting, including knowledge contest, scenario simulation, full-time fire drill, post knowledge and answering questions, etc., to enrich the amateur cultural life of employees through competition;
For the purpose of job training, in the form of entertaining, improve the quality of employees in each position; With professional quality requirements, comprehensively improve the service awareness and service level of company employees. Show the company's service level (including: the development history of Guofang Parkson, basic knowledge of corporate culture, professional knowledge, etc. )
3. Contact and communication with relevant government departments.
Strengthen contact and communication with provincial, municipal and district consumer associations and competent industrial and commercial offices, and maintain good cooperative relations with them, keep abreast of the development trends of the retail industry, and establish a good reputation.
4. Accept and handle customer complaints, and fully safeguard the reputation of Guofang Parkson.
Complaints escalated due to problems in the first three quarters and inadequate implementation of the three-level management system. In the fourth quarter, regular departmental meetings and foreman communication meetings will be used to train the grass-roots floor managers in terms of company return and exchange regulations, complaint handling skills, excellent case analysis, etc. (since most foremen are new employees now, it is urgent to strengthen training), focusing on standardizing their own reception forms and services. Standardize complaints, reception etiquette, reception procedures, processing results, floor reception and records, achieve reception and processing together, always measure our management level with customer satisfaction, consider and handle problems from the standpoint of consumers, and win more repeat customers. Because the current market is "customer satisfaction is a win-win situation".
5. Strengthen the improvement of the comprehensive quality of personnel within the department and improve the company's five service systems.
Resolutely implement the recommendations of the chairman's fourth quarter meeting and maintain the stable development of the Head Office. The guiding ideology of promoting the overall promotion of the branch, strengthening communication between departments and eliminating management misunderstandings. On-site inspection is not only to find problems, but also to put forward improvement measures and methods for problems and give timely guidance to departments. In the fourth quarter, the internal training content of the service office is basic knowledge training such as commodity knowledge (wool knitting, mainly to keep warm), consumer knowledge and familiarity with store information. The training method adopts the form of discussion, which makes the training lively and interesting. The discussion results are distributed to all departments of the branch in written form, and relevant personnel are organized to learn, so as to achieve the goal of simultaneous promotion of the three stores.
The company's five service systems are personnel management, commodity management, environmental management, promotion management and customer management, among which the provisions of personnel management are more detailed, but the specific standards of the other four management are still relatively blank, so in the fourth quarter, our department improved the standards of commodity management, environmental management, promotion management and customer management in combination with the current specific situation.
6. Follow up the daily behavior norms of front-line management cadres.
4. Executive Front Desk 2022 Personal Work Plan
The first is to 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.
5. Executive Front Desk 2022 Personal Work Plan
The new year opens new hopes, and a new starting point leads new dreams. As the head waiter of the hotel, I made this year's work plan according to the work arrangement of the company leaders and the summary of last year's work experience.
First, the hall ground site management
1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply etiquette and politeness to every point of their work, and employees should supervise each other and make progress together.
2. Adhere to the requirements of checking gfd before shift and gfd is unqualified .. Only when it is qualified can it be employed. If the post finds the appearance problem, it should be corrected immediately, supervise the use of hospitality etiquette, and cultivate employees' good mentality.
3. Strictly grasp the post positioning and service awareness, improve the service efficiency, fully equip the service personnel during the peak meal period, support the busy area at any time with the foreman or encouragement as the center, and other personnel perform their duties, clarify their respective work contents, and divide their work and cooperation.
4. Advocate efficient service, and require employees to serve guests as soon as possible when they need service.
5. Goods management, from large items to small items, whether it is customer damage or natural damage, everything needs rules to follow, well documented, implemented, supervised, followed up and summarized.
6, sanitary tube, public * * * area, require cleaning personnel to see foreign bodies or dirt must be cleaned immediately. The sanitary requirements of each area are that the sofa surface, surroundings, dining table and ground should be dust-free and water-stained, and placed neatly without inclination.
7. During meal time, when guests arrive at the store, they often queue up and show impatience. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive every table of guests, busy but not chaotic.
8. Buffet is a new item in the restaurant. In order to further improve the quality of buffet service, "buffet service" is formulated. Formulated the Practical Operation Plan, which further standardized the operation process and service standard of buffet service.
9. Establish a restaurant case collection system to reduce the probability of customer complaints and collect customer complaints about service quality and quality. As an important basis for improving daily management and service, all the staff of the restaurant analyze and summarize the collected cases, and put forward solutions to the problems, so as to make the daily service more targeted and reduce the probability of customer complaints.
Second, the daily management of employees
1. As an important part of restaurant employees, whether new employees can quickly integrate into the team and adjust their transition mentality will directly affect the service quality and team building. Conduct special training according to the characteristics and entry conditions of new employees. Please keep this mark of employees' mentality, face up to the role change and understand the characteristics of the catering industry. Let new employees make full mental preparation, alleviate the dissatisfaction caused by the unsuitable role change, and accelerate the pace of integration into the catering team.
2. Pay attention to the growth of employees, always pay attention to employees' mentality, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them.
3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management more standardized and effective. Combined with the case study of daily restaurant, employees have a new understanding and understanding of daily service and formed a consensus on daily service consciousness.
Third, there are shortcomings in the work.
1, in the process of work, the details are not enough, the work arrangement is not suitable, and the priorities are not very clear in the case of more work.
2. There is a lack of communication between departments, and problems are often discovered only after they have gone wrong.
3. There are not many interactive links in the training process, which reduces the vitality and vitality.
Four. 20xx work plan
1, do a good job in internal personnel management. In management, the system is rigorous and the division of labor is clear.
2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and make the service quality seminar an exchange for all service personnel, learn from each other, share service experience and stimulate their thoughts.
3. On the basis of the existing service level, innovate and upgrade the service, focus on service details and humanized service, improve the entry qualification of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily service, establish quality service windows, create service highlights, and innovate service brands on the basis of brands.
4, in the management of goods responsibility to people, rules to follow, well documented, someone to implement, someone to supervise.
5. Strengthen the maintenance of member customers.
V. Restaurant, sports management and management planning.
1, strict management system, employment training system, clear job evaluation grade division, enhance employees' sense of competition, improve personal quality and work efficiency.
2. Enhance employees' welfare awareness, strengthen cost control and save expenses. Cultivate employees to develop good habits such as saving and using water and electricity. , found waste, stop in time and strictly implement the relevant punishment system.
3. Strengthen inter-departmental coordination.
4. Pay attention to food safety and hygiene, and pay special attention to various safety controls.
5. Carry out multi-channel publicity and promotion activities, and cooperate with surrounding companies to increase the membership rate.
6. Executive Front Desk 2022 Personal Work Plan
In people's impression, the front desk work is just simple work such as answering the phone and making forms. From the summary of my work as a front desk clerk for more than one year, I know that the front desk work is a very exercise and growth work. The following is my work plan for the new year.
I. Daily affairs
(1) Assist in the registration, submission and distribution of official documents, sort out the original documents and put them into labeled folders.
(2) Do a good job of sending and receiving letters.
(3) Classification and sorting of low-value consumables.
(4) Do a good job in assisting all departments.
(5) Management of office supplies. Office supplies should be collected and registered, distributed on demand, not wasted, and counted on time to supplement office supplies and meet everyone's work needs.
(6) Office equipment and maintenance.
(7) Assist in scheduling and duty during holidays to ensure the safety and security of the company during holidays.
(8) Complete other assigned tasks on time and efficiently.
In my daily work, I follow the principle of being precise, meticulous and accurate, make careful arrangements, work meticulously, do standardized work, stand in a standardized post and abide by the rules and regulations of the office.
Second, the administrative work
(1) information service: strengthen contact and communication with information officers of various departments, and deliver information systematically and accurately, so that information can be delivered in place within the company.
(2) Employee service: feedback employee information to the company in time, and make a good bridge between employees and the company.
(3) Assist in implementing the company's rules and regulations.
Third, personal accomplishment and ability.
(1) Participate in basic management training arranged by the company to improve professional skills.
(2) Learn work experience and methods from colleagues to improve their own quality.
(3) Self-study to improve knowledge.
I know very well that people's abilities are limited and their development opportunities are unlimited. Now is the era of knowledge economy. If you improve your personal ability and level quickly, you will be eliminated by society. I will seize this opportunity to synchronize my work and self-cultivation and realize my own value.
Fourth, work.
(1) Assist the Human Resources Department.
(2) Complete other temporary work arranged by the leaders.
7. Executive Front Desk 2022 Personal Work Plan
First, study in practice and try to adapt to work.
This is my first job after graduation. As a newcomer, when I first joined the company, I was very unfamiliar with the company's operation mode and workflow. Thanks to the patient guidance and help of leaders and colleagues, I became familiar with the work content of the front desk and the functions of various departments in the company in a short time. It also allowed me to quickly complete the transition from a student to a staff member.
It is said that the front desk is the window of the company's external image. Just three months has given me a new understanding and experience of this sentence. The front desk is not a vase. Everything you say and do represents the company. The guests who receive the company's visit should be greeted politely, the attitude of answering the phone should be kind, the daily affairs of the office building should be handled seriously, and colleagues should be treated with humility and sincerity, so that I can learn at work, make progress and benefit a lot.
Second, learn the company's corporate culture and improve yourself.
Joining this large group of _ _ _, I really realized the connotation of these ten words: diligence, professionalism, self-confidence, vitality and innovation. This is _ the copyright of the article belongs to the author of the secretary's house! The essence of culture, I think, is also the driving force to motivate every employee to move forward. I feel this culture from the professionalism of leaders and colleagues. In such a good working atmosphere, I also ask myself to devote myself to my work with a positive and optimistic attitude, do my job well, find out the shortcomings in my work in time, communicate with the department in time, and strive to do my job well and be competent. This has always been the goal and direction of future work.
Third, expand your knowledge and constantly improve yourself.
Three months' work also gave me a sense of crisis. I will receive some faxes and materials in English at work, and some clients will call me professionally. Therefore, it is not enough to rely on my current knowledge and understanding of the company. I think I should constantly recharge myself in my future work, broaden my knowledge and reduce the gaps and mistakes in my work. When you first enter the workplace, it is inevitable that there will be some small mistakes that need to be corrected by the leaders; However, as a lesson from the past, these experiences have also made me mature and consider all kinds of problems more comprehensively to prevent similar mistakes from happening.
I learned a lot from this job and felt a lot. I am deeply proud of the rapid development of the company. In the future work, I will strive to improve my self-cultivation and connotation, make up for the shortcomings in my work, constantly sum up experience in my new study, do my job well with a modest attitude and full enthusiasm, and give full play to my potential to contribute to the construction and development of the company!
8. Executive Front Desk 2022 Personal Work Plan
First, strengthen self-cultivation and improve service quality.
1, responsible for the reception of the front desk service hotline and telephone transfer, do a good job of call consultation, carefully record important matters and convey them to relevant personnel without omission or delay.
2. Be responsible for the reception, basic consultation and introduction of visiting customers, strictly implement the company's reception service specifications and maintain good manners.
3. Responsible for drafting and receiving communication, inspection and reports from superior leaders or partners.
4, familiar with and master the basic telephone etiquette and business etiquette, do a good job of basic reception. Enhance the awareness of active service, and be able to complete all work actively and effectively.
5. Have a strong sense of responsibility for work, not afraid of hardship and fatigue, and be able to complete all work efficiently and quickly.
Second, pay attention to the health and image of the front desk and remind health personnel to clean up on time.
1, responsible for cleaning the company's front desk or consulting reception room, placing tables and chairs, and keeping them tidy.
2, responsible for the daily maintenance of regional health and green plants.
Third, learn the company's corporate culture and publicize it well.
1. Delivery of internal publications and manuscripts.
2. Early manuscript collection: I collected manuscripts and printed them for later publication.
3. Create a corporate culture publicity garden, make it and update it, so that employees can learn some extracurricular knowledge after work and feel the corporate culture and spirit of the company.
4. Proficient in all kinds of cultural construction of the company, able to publicize to employees and outsiders accurately and in detail, so as to become a propagandist and disseminator of the company culture.
Fourth, improve the attendance management system.
Attendance management is the foundation of enterprise management, and objective and fair attendance can provide a reliable basis for the implementation of salary system and reward and punishment system, which is of great significance to mobilize the enthusiasm of employees.
1, preparation and review of personnel attendance sheet.
2, review the work of employees in various departments, mainly to see the phenomenon of being late and leaving early.
3. Going out to handle personal affairs or seeing everything during work. , make detailed records.
4. Detailed records of personal leave, sick leave, business trip and statutory leave.
5. Count, classify and check the punched fingerprints, and record the non-punched fingerprints.
5. Standardize the daily behavior of employees in strict accordance with the requirements of company rules and regulations.
1. Supervise and inspect the basic conditions of work clothes, badges, breakfast and office hygiene of all departments every morning, and make detailed records and summarize them regularly.
2. Whether irrelevant events such as playing mobile phones, gathering people to chat and eating snacks during daily working hours are supervised and recorded.
3. Record whether employees of all departments are off-duty, on-the-job and dereliction of duty in other positions during working hours.
Six, to assist department leaders and other departments to complete the work.
1. Sign for all kinds of notices, circulars and contact sheets.
2, responsible for the company's document processing, daily printing, copying, scanning, fax, etc.
3. Responsible for signing and sending all kinds of letters, parcels, newspapers and magazines.
4. Assist HR Commissioner in personnel work, such as recruitment, interview and induction training for new employees.
5. Assist the administrative staff to carry out the training and publicity work of the company and the large-scale activities organized by the company.
9. Executive Front Desk 2022 Personal Work Plan
1. In my daily work, I will do:
(1) Assist all departments to register, report and distribute all kinds of official documents, sort out the original irregular documents 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 and departments for assistance.
(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, count them on time, and replenish them in time to meet the needs of employees.
(6) Do a good job in maintaining office equipment.
(7) Assist the superior to do a good job of scheduling and duty during holidays, and ensure the normal safety and security work of the company during holidays.
(8) Seriously, timely and efficiently complete other tasks assigned by the leaders.
In my daily work, I must always follow the principle of precision, detail and accuracy, make careful preparations and arrangements, achieve standard operations and posts, and strictly implement the rules and regulations of the office.
2. In administrative work, I will do:
(1) Do a good job in the services of all departments: strengthen the contact and communication with the information officers of all departments, systematically and quickly deliver information, and ensure that information can be delivered in place in time and accurately within the company every day.
(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. In improving personal quality and professional ability, I will do the following:
(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 with an open mind, and improve their own quality quickly.
(3) Individuals learn knowledge independently and increase knowledge accumulation.
I know: limited ability, unlimited potential. In the era of rapid development of knowledge economy, if you can't improve your personal ability and professional level quickly. Then we will be eliminated by this survival of the fittest society. I think the company is my promotion platform, and I will seize this opportunity to improve my work level and self-cultivation simultaneously and realize my value.
4. Other work
(1) Assist in all the work of the Human Resources Department.
(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 arrange the division of labor reasonably according to the actual situation, earnestly implement the post responsibility system, and ensure the orderly work; Work creatively and constantly explore new ideas, methods and experiences; While enhancing work creativity, we must pay attention to doing things in place and not being offside, providing services without interfering in decision-making, truly becoming the staff assistant of the leader, becoming a bridge between superiors and subordinates, and giving full play to the role of the front desk clerk.
10.2022 Personal Work Plan of Administrative Front Desk
First of all, keep a good image.
We should keep our image, smile and be full of energy, greet our guests with our most beautiful side, and let every guest feel our sincerity and enthusiasm when entering the hotel.
Secondly, pay attention to the preferences of guests.
When guests enter the hotel, we should take the initiative to say hello. When addressing guests, if they are regular customers, it is very important to say their names and positions accurately, so that guests will feel respected and valued. We also need to collect information such as guests' living habits and personal preferences, and try our best to satisfy the guests so that they can feel unexpected surprises every time they stay in the hotel.
Third, provide personalized services.
When the guests go through the formalities, we can pay more attention to the guests and ask more questions. If we are foreign guests, we can explain the local customs to them, take the initiative to introduce them to the locations of stations, shopping malls and scenic spots, ask the guests if they are tired, and go through the formalities quickly. When guests check out, they need to wait for a few minutes for room inspection. At this time, don't let the guests stand, ask them to sit down and wait, and ask them how they are staying or what they think of the hotel, so as not to make them feel. Further communication can make guests feel warmer and eliminate all kinds of unpleasantness encountered by guests in the hotel.
Finally, smile service.
In the process of communicating with guests, we should pay attention to etiquette and politeness. It's impolite to stare at a guest all the time when talking with him. We should keep eye contact with our guests from time to time. Listen to the guest's opinions, don't interrupt the guest's speech, and keep nodding your head during the listening to show your respect for the guest. Smile when facing guests, especially when guests criticize us. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, say hello when guests come, send a message when they leave, and apologize when they cause trouble.