In life, it is particularly important for a growing enterprise and an organization with increasing personnel to make a work plan. The following is my personal company administrative front desk work plan. Welcome to reading.
Personal work plan of the company's administrative front desk 1 1. When going to work, tidy up your things at the front desk, and check whether all electrical appliances are in good condition and whether the power supply is turned off. Look at the memo of that day and see what else to do. The front desk lobby should always be clean and generous. Newspapers have to be sorted out every day. When there are not enough drinking buckets, please ask Mr. Luo to deliver water in time. When there are not enough items needed at the front desk, you should apply for purchase in time, such as paper towels and copy paper. When there are not enough brochures in the reception room and lobby, they should be supplemented in time. When the fax machine, copier and printer are out of ink, you should call Miss Zhao to add ink. If the items at the front desk are broken, such as curtains, call a mechanic to repair them; If there is something wrong with the telephone line, you should ask the telecommunications bureau for help. We must find a solution to any problem.
Second, when you receive a fax, you should pay attention to who the other party sent it to and ask about the contents of the fax to avoid receiving spam. When you receive the fax, you should give it to the relevant personnel in time and check whether the fax is complete. If the other party is an automatic fax, you don't have to receive it. After sending the fax, pay attention to whether the other party has received it and whether it is complete and clear. When copying, pay attention to the integrity of the copied data to avoid the omission of the copied data. Sending and receiving faxes and photocopies should be registered. If there is a letter, it should also be handed over to the relevant personnel in time.
Third, the front desk receives guests. To do this work well, the most important thing is service attitude and service efficiency. When you see a visiting guest, you should immediately get up and say hello. When visiting a guest for the first time, you should ask the other person's name clearly, find out who has something to do with it, and inform the relevant person in charge after knowing the purpose of the visitor. Among them, you should also know whether to leave the guests in the reception hall or reception room, or to lead them to the office and reception room of the person in charge. Smile at the guests, be patient and meticulous, and be kind and generous. After the guest is seated, pour the tea and inform the guest that the relevant person in charge has been notified. A moment, please. The reception room is air-conditioned in summer and open in winter. At the same time, the reception room has no peculiar smell and the air is smooth.
Fourth, transfer the phone, pay attention to polite language and use the company's standard language.
Working at the front desk for more than four months, with a small scope of work; There is also less work content. However, I have my own shortcomings. If I don't pay enough attention at work, I will feel confused. I hope I can work harder and harder in the future. Do more for the company.
In _ _ years, we should constantly improve our image, work quality and efficiency. And sense of responsibility
(1) Strive to improve the service quality, handle affairs quickly, with high efficiency and without making mistakes. Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them. When answering the phone, you should also constantly improve your language skills; Clever question and answer guests. Strive to satisfy every customer.
(2) Strengthen the study of etiquette knowledge. 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. You can also take a class like Mei, and the knowledge is very practical. After class, people will be more confident and have more temperament.
(3) 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 customer's questions within your power, and at the same time you can seize the appropriate opportunity to promote the company.
(4) Strive to create a good prospect 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 second part of the personal work plan of the company's administrative front desk has been the general manager of the front office of Beijing _ _ Co., Ltd., and I think the work of the hotel front office supervisor is mainly divided into the following points:
(1) Assist the manager to do a good job in the overall operation of the front office, arrange employees reasonably, and arrange accommodation for store employees;
(2) Be able to do three regular meetings on time every day, and put forward the shortcomings of the day's work in the regular meeting, take corresponding countermeasures in time, and summarize and record the work of the day at the same time;
(3) Develop the in-store worksheet. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of making the in-store worksheet is to better understand the tasks of the day and also to reflect the transparency and progress of the work;
(4) Grasp the daily passenger flow and turnover, make statistics on the weekly and monthly passenger flow, make corresponding marketing plans, and compare the weekly and monthly turnover at the same time, find out the shortcomings, make a summary and make corresponding countermeasures;
(5) Do a good job in the "three ones" of fire safety in this department, and make a daily inspection, a weekly training and a monthly drill, and make corresponding records;
(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;
(7) Attend the reception work in the front office, record the problems found in the work and make corresponding improvement plans at the same time;
(8) Make a training plan. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;
(9) Work closely with the cashier at the front desk to record the daily turnover. Grasp the collection of petty cash on the same day, arrange the change reasonably, and ensure the cashier to settle the account normally;
(10) Handling of guest complaints. There are three types of complaints: face-to-face complaints, telephone complaints and written complaints. Hotels mainly complain face to face.
No matter what kind of complaints, we must stand in the position of the guests, first of all, we must gain goodwill and trust. If we can solve the demands made by the guests face to face, we must solve them immediately. If it can't be solved, we should inform the superior leader at the first time, make corresponding solutions with the leader, and solve the problem for the guests at the first time. If a designated person complains, he should first ask the parties for information. If the problem can be solved within your own authority, solve it yourself. If it is beyond your working ability, you should immediately ask for instructions from the superior leader, truthfully reflect the situation, discuss the solution with the leader, put forward your own ideas for the guests at the first time, and inform the designated complainant of the handling opinions, and then apologize to the guests. Don't let the guests take away the dissatisfaction. This kind of customer complaint must be handled in a win-win situation for both the interests of the company and the guests.
In recent months, with the guidance of my superiors and the great help of my colleagues, I have successfully completed various tasks and made great progress in my thoughts and work. In order to better carry out next year's work, make a summary of this year's work:
First, you can quickly get familiar with all the work you are responsible for at work.
Two, can do a good job in each inspection or record some related matters, conscientiously implement the tasks assigned by the leadership.
Third, watch more, think more and learn more at work, communicate with colleagues in time when encountering problems, and report to the leaders in time after solving the problems.
Fourth, get along well with colleagues in work and life and actively help colleagues.
20__ years have passed, and the days ahead will be very long. No one can predict how it will develop in the next 20 years. I always feel that all I have to do is work hard and persist. It seems easy to say a word, but it is quite difficult to do it. I constantly learn from the advantages of others, sum up my own shortcomings, and learn from the advantages of others to express them in my own way. This is my point of view as a person. A friend once said to me, "Constant efforts and persistence are a real wait, and the arrival may be an opportunity of your own." Yes! I believe this sentence, waiting, waiting behind the need for continuous efforts, always believe that as long as you work hard, you don't have to preach it yourself, naturally someone will say it, and naturally someone will recognize it.
After 20 years of hard work, I have made progress with the company, contributed to the development of the company, and made great achievements with the company!
Personal work plan of the company's administrative front desk 4 1. 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, manuscript collection, editing, printing and publishing, and later publication distribution.
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.
Seven, expand knowledge, and constantly improve themselves.
1. Read more books about work in your spare time, constantly recharge yourself, broaden your knowledge and reduce gaps and mistakes in your work.
2, master all kinds of office software, improve the writing ability of all kinds of official documents.
3. Make a work plan, complete each goal one by one, accumulate experience from it, and constantly improve yourself.
As a company clerk, I will strive to improve my etiquette and cultural knowledge, strengthen my listening, speaking, reading and writing skills, and cultivate myself into a comprehensive quality-oriented talent. In the future work, I will constantly sum up my experience, 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! I have worked in this company for three years. 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. I have worked here for three years. Here, I have made a 20-year work plan in order to 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. Familiar with the company's new rules and regulations and business development. The company is constantly reforming and making new regulations, especially in the ongoing work of the company. As an old employee of the company, while observing the company's regulations, he must take responsibility and cooperate fully.
Personal work plan of the company's administrative front desk 5 This year, the hotel will further improve economic benefits, generate income and create profits. The front office will conscientiously implement the overall requirements of the hotel's annual work, and combine the characteristics of our work to formulate the main points of this year's work as follows:
I. Guiding ideology
Actively carry out practical and effective work, adhere to the concept of "based on enterprises and serving enterprises" as a guide, take the road of comprehensive, coordinated and sustainable development, tap potential and increase efficiency, do a good job in internal management, comprehensively improve work efficiency, gradually improve departmental management level and service quality, build a United, harmonious and healthy working environment, and realize standardization, institutionalization and normalization of departmental management.
Second, internal management.
1. Formulate and implement the detailed rules and implementation methods for the daily inspection of the front office, and realize the comprehensive and standardized operation of each post through clear quality standards and strict inspection system.
2. Strengthen the pre-control, on-site control and post-control of the quality of workplace work, pay attention to detailed services, pay attention to the needs of guests, pay attention to the feelings of guests, and ensure to provide "active, enthusiastic, accurate and rapid" services for guests.
3. Plan employees' career, gradually try out the post rotation of employees in the front desk, business center and switchboard area, enrich employees' work experience, increase employees' work skills, improve employees' interest in work, and build a compound talent with multiple skills.
4, improve all kinds of form records, data analysis, operating procedures and other work, so that accounts can be checked, evidence-based, rules-based.
5. Continue to collect and sort out customer files, provide intimate, personalized and customized services for guests, increase materials and provide guarantee.
For customers, the front desk is the change of their contact with our company. Although I am an ordinary front desk comprehensive teller, I know that as a comprehensive teller, I can't provide customers with perfect and fast services without excellent business theory support. In order to improve my overall quality and keep up with the changes in policies and regulations, I consciously use my rest time. I have systematically studied the relevant rules and regulations and newly issued documents, which has enabled me to have a more comprehensive understanding of the current policies and regulations, and can also give correct feedback and answers to the daily customer business consultation on the counter.
In addition, in order to quickly adapt to the needs of financial work in the new era and enhance the systematicness and continuity of overall business study, I have been studying all kinds of financial knowledge through various channels with a modest and prudent learning attitude for more than a year, paying close attention to current affairs, politics and macroeconomic trends. For all kinds of documents and materials released by the Associated Press, I not only stay at the level of understanding, but also pay attention to the integration and application of all kinds of materials. Through my daily work, I keep accumulating work experience.
In order to ensure the pertinence and effectiveness of learning, I seized the opportunity of learning, actively participated in various training and skill examinations of the associated press and grass-roots clubs, and paid attention to timely feedback and review in combination with my actual situation, and solved my existing problems in time, and achieved certain achievements and progress. Work, conscientiously perform their duties, do a solid job.
_ _ _ is a year in which our excellent service projects and fine chemical projects have been carried out in depth. As a comprehensive teller at the front desk, I love my job and always ask myself to take every job seriously. In the specific business process, I try my best to handle every business with heart, sincerity, self-confidence, patience and care, and receive every customer. With the goal of "customer satisfaction and business development", we devote ourselves to studying business skills, flexibly embody various financial policies and spirits in our work, establish a good window image of warm service, and make every customer happy and satisfied. At present, there are many customers at the counter every day. In order to provide efficient and high-quality services to customers, I often remind myself that "customers are God, and understanding is the beginning of communication". In the busy work, I insist on "smile service" and answer customers' questions patiently and meticulously. In the past year, there have never been any customer complaints or dissatisfaction caused by personal reasons.
In the development of other work, I can always be proactive, conscientiously abide by various rules and regulations, complete the tasks assigned by the leaders in time, and do a good job in daily work in strict accordance with the work requirements of the Associated Press:
Strict rules and regulations, put the savings counter directly in front of customers.
1, in my daily work, I will do the following:
(1) Assist all departments in the registration, submission and distribution of all kinds of official documents, sort out the documents that are not specifically sorted 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 to assist each department.
(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, and count them on time, so as to replenish office supplies in time and meet everyone's work needs.
(6) do a good job in the maintenance of office equipment,
(7) Assist the superior to do a good job of scheduling and duty during holidays to ensure the safety and security of the company during holidays.
(8) Complete other tasks assigned by the leaders seriously, on time and efficiently.
In my daily work, I must follow the principle of precision, detail and accuracy, make careful preparations and arrangements, achieve standard work and standard posts, and strictly follow the rules and regulations of the office.
2. In administrative work, I will do the following.
(1) Do a good job in the services of all departments: strengthen the contact and communication with the information officers of all departments, transmit information quickly and systematically, and ensure the timely and accurate information transmission within the company.
(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. I will do the following three things to improve my personal cultivation and business ability:
(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, and quickly improve their own quality.
(3) Improve the knowledge level through individual independent learning.
I know very well that a person's ability is limited, but his development opportunities are unlimited. Now is the era of knowledge economy. If we can't improve our personal ability and professional level quickly, then we will be eliminated by this society. Of course, if you want to improve yourself, you must first have a good platform. I think the company is my best platform. I will certainly seize this opportunity to improve my work level and self-cultivation and realize my highest value.
4. Other work
(1) Assist the Human Resources Department in all kinds of work.
(2) Complete other temporary work in a timely, earnest and accurate manner.
Personal work plan of the company's administrative front desk 7 I. About the front desk
1. Strengthen the staff's understanding of various situations in the hotel so as to answer questions. The hotel belongs to all of us, and everyone has the right and obligation to maintain the image. The lobby is the first window to open the hotel door, and our receptionist is like the guardian of this window. The front desk has close contact with all departments of the hotel. Therefore, the receptionist should know the overall situation of the hotel like the back of his hand, including which building in the villa area is which room number, whether it is a single room or a standard room, what is the room status every day, what is the telephone number in the restaurant or the names of all the private rooms, and how many people can eat in the private rooms. In order to solve this problem, all the staff at the front desk should be evaluated. For those who can't pass the exam, I plan to use the on-site memory, and I can use my spare time to go to various departments of the hotel to understand these situations and ask them.
2. The gfd requirements of the receptionist should be strict. Including hair style, facial makeup and clothes. Training in this area can be accomplished through mutual help and learning. According to the basic situation of the hotel, this training focuses on the older employees among the front desk receptionists of the hotel.
3, the front desk receptionist standardized service specification. It includes the education of basic service concept, service action, service language, communication skills and employee responsibility. Due to the small number of staff at the reception desk, the plan to train teachers is unrealistic.
4. According to the characteristics of existing employees, point out the problems existing in the work and correct them in time.
5. Download some knowledge about the service through the Internet and other channels, play it circularly on the TV at the front desk, and instill knowledge by listening and listening.
Second, about shopping malls.
1, do a good job of recycling goods. Although the recycling of goods has been done well in recent months, there are still some loopholes, which are repeatedly emphasized and spot-checked in the form of pre-class meetings to standardize the work. Avoid waste.
2. Both people in the shopping mall asked to report it. We should supervise each other and learn from each other.
3. Work hard for the annual goal. In terms of meeting accounts, the price of goods in the mall and the amount charged by the front desk must be consistent with the price list, and employees are not allowed to lower or discount them privately. Finally, the front desk unified the money to the finance department. In last year's work, there was no case of employees reducing prices or exempting orders without permission. While affirming their work, don't forget to tell them to guard against arrogance and rashness. Strive to achieve the annual goal of the mall.