How to write the front office 1 annual plan?
First, communication
1, do a good job in the service of all departments, strengthen contact and communication with the personnel of all departments, systematically and quickly transmit information, and ensure the timely and accurate transmission of information within the company.
2, do a good job in employee service, timely feedback to the company's leaders company employee information, do a good job of communication between employees and leaders.
3. Assist the superior leaders of the company to improve the company's rules and regulations. If you don't understand, ask humbly and put forward reasonable ideas.
Second, the daily work
1, pay attention to check the loss of toilets, cabinets and electrical appliances. Contact the property maintenance in time and supervise the drinking water situation.
2. In the absence of leaders and colleagues, take the initiative to undertake some simple daily work.
3. Answer and transfer calls, send and receive faxes, letters and newspapers. The purpose of quickly identifying the caller is to ask the other party's name, and then convey concise and accurate information to leaders and colleagues, and make records without omission or delay. Timely delivery of incoming mail.
4. Customer reception. Basic consultation and introduction, serve tea and water, maintain good manners, and inform relevant interviewers.
Third, strengthen the spirit of love and dedication.
1. Work hard and strive to overfulfil a task every day.
2. Write a daily report after work every day, submit a weekly report every Friday, and actively put forward opinions and opinions.
3. After work, make preparations and plans for the next day's work. The work is planned and focused.
4, in strict accordance with the rules and regulations of the administrative front desk.
5. After work, improve personal cultivation and business ability, actively participate in basic management training arranged by the company, and improve their professional work skills; Read more management-related books and periodicals, learn more about the maintenance of simple water and electricity appliances, learn work experience and methods from leaders and colleagues, quickly improve their own quality and better serve their colleagues' work.
How to write the annual plan of the front office 2
1, carry forward the spirit of struggle. Facing the complicated and heavy tasks of the warehouse, I am not afraid of difficulties, take the initiative to find something to do, be diligent in my eyes, mouth and hands, actively adapt to various environments, hone my will and increase my talents in heavy work.
2. Carry forward the tireless enterprising spirit. Strengthen study, be brave in practice, read widely, pay attention to collecting all kinds of information while learning from books, and absorb all kinds of nutrition widely; At the same time, pay attention to learning methods, correct learning attitude, improve learning efficiency, and strive to cultivate their solid work foundation, dialectical thinking methods and correct ideas. Strive to do a better job and establish a good image of the department.
3. Be a good assistant. Strive to complete and do the work assigned by the supervisor, and enhance the sense of responsibility and team consciousness. Take the initiative to do the work to the point and implement it to people. I will try my best to reduce the pressure on leaders. Be able to help supervisors or colleagues share some work while completing their own work. Help each other with colleagues and maintain a harmonious working environment.
4. Be 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.
How to write the annual plan of the front office 3
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.
How to write the annual plan of the front office 4
First of all, finish the work seriously
In this job, I need to make more efforts in it, let myself grow and do more work through unremitting struggle. While finishing my work, of course, I also hope that I can do my job well with my own efforts, which will also give me greater growth opportunities and efforts in this job. In the face of this job, I still need to do a lot of things, so no matter when or what, I need to keep my mind straight and do my job well. Work and life must be separated. At work, we should correct our own thoughts and make personal efforts to promote better development at work. Therefore, we should know ourselves better, know our own problems more clearly, and do more promotion and growth in our work.
Second, improve personal ability.
The most important thing for customer service is to communicate with customers, understand each other's problems in communication, and solve problems for customers step by step in order to do personal work well. Communication is a university question, so there are still many things to pay attention to in my work and I need to make more preparations, so I need to work harder to understand my own problems and really reflect on my future life. Now I carefully analyze myself, and gradually understand that I need to make more efforts in the next stage, and I also need to seriously reflect on myself in the future, and make more efforts and contributions from it.
Third, make up for your own shortcomings.
In the future work, I need to make more efforts in many aspects, so in the future, I need to seriously reflect on myself and really let myself understand my development in this job. In the future life, I will try to change myself and really make more efforts for my life. In the process of hard work, I must constantly reflect on myself and understand my own problems as much as possible, so in my later life, I must understand the direction of my next effort and struggle.
I believe I can make achievements and perform better in my new job, and I will really gain more struggle and efforts in this job. I still have many aspects worth growing up in the future, so I will correct my work thoughts, start from my work, change myself better and try my best to adapt to this job.
How to write the annual plan of the front office?
First, tidy up the items at the front desk at work, 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 buy them 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 odor and the air is smooth.
Fourth, when transferring calls, pay attention to polite language and use company standard language: hello! Foshan Bangpu Company! Then ask what's the matter, ask who the other party is looking for, what's your name, and transfer it to the relevant personnel after understanding the situation. Familiar with the office phone number of employees in the company. If the caller is advertising, selling or networking, these calls have nothing to do with the company and will be rejected. If someone is looking for Mr. Li, pay attention to whether the other party is really looking for Mr. Li for the company's business; If you can't judge, you can transfer it to Zhu Ying. Find out the telephone numbers of leaders such as Assistant Li and Manager Yu. The telephone number of the leader should also be clearly remembered, and the leader can greet him cordially when he sees the phone.
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 questions that the customer can do, and 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.
How to write the annual plan of the front office?
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.
The front desk work of the company is trivial and complicated. I will make a reasonable division of labor and arrangement according to the situation, implement the post responsibility system, and make the work proceed in an orderly manner; We should also work creatively and explore new ideas, methods and experiences. In the execution of work, I will pay attention to doing things in place without offside, serving without making decisions, truly becoming a staff assistant and doing a good job as a bridge between superiors and subordinates.
How to write the annual plan of the front office?
First, the understanding of the importance of the front desk work
Although the front desk work is not as great and direct as the contribution made by the company's business, marketing, finance and other departments to the company's development, since the company has set up this position, the leaders must think it is necessary to exist.
Through thinking, I think that no matter which position, no matter what job, it is a part of the overall organizational structure of the company, and it is for the overall goal of the company. For the front desk work, it should be "the starting point of company image and service".
Because for customers, the front desk is the first step for them to contact the company, and it is also the first impression of the company. The first impression is very important, so the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. With the understanding of its importance, I further thought about how to do my work well.
Second, strive to improve service quality.
The main job of the front desk is to welcome guests and answer questions for customers. Therefore, to do this job well, the most important thing is service attitude and service efficiency.
Third, strengthen the study of etiquette knowledge.
It is not enough to have a good sense of service, but also to learn relevant professional knowledge to avoid doing bad things with good intentions. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc.
Fourth, strengthen communication with all departments of the company.
Understand the development of the company and the work content of each department. With these knowledge reserves, on the one hand, you can answer customers' questions in time and accurately, and transfer calls accurately. If you know that there is no one in a certain department, you will remind the caller, briefly explain when there may be someone, or briefly answer the questions that the customer can do, and seize the appropriate opportunity to promote the company. Do a good job as a bridge between company departments and customers.
Five, strive to create a good front desk environment
To maintain the good image of the company's facade, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.
How to write the annual plan of the front office?
(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 the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, take corresponding countermeasures in time, and summarize the work of the day and make records;
(3) Make in-store worksheets. 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;
Participate in the reception work in the front office once, record the problems found in the work, and make corresponding improvement plans at the same time;
A training plan is being made. 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;
⑽ 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.
How to write the annual plan of the front office 9
1. Complete the post knowledge training for concierge department, reception department and cashier department, mainly to provide necessary training for new employees and weak links in practical work, and provide customer service skills training for front office employees to improve their customer service awareness and adopt simulated operation training.
2. Assist the marketing department to publicize and receive activities related to Spring Festival and Valentine's Day. Arrange employees' vacation reasonably.
3. In mid-March, a written test will be given to the employees of the department, mainly to test the post knowledge accepted by the employees in the early stage, stimulate the nerves and improve their work enthusiasm.
4. Prepare to hold a post skill operation training within the department, mainly aimed at the employees in the front office, taking the post skill competition of employees in each position as the content, and focusing on the employees with good performance in each division.
5. In the middle of _ _ month, according to the written test of _ _ month, combined with the daily work performance and customer service consciousness, and considering the employees with weak correlation, it is suggested to change posts.
6. Cooperate closely, actively coordinate and cooperate with other departments of the hotel, and actively contact and cooperate with other departments of the hotel according to the needs of guests, so as to give full play to the overall marketing vitality of the hotel and create benefits.
7. Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel. Make a good start for the hotel in the new year.
How to write the annual plan of Front Office 10?
First, strengthen business training and improve the quality of employees.
As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel. Therefore, the training of employees is the focus of our work. Only through training, employees can further improve their business knowledge and service skills and better provide quality services to guests.
Second, instill in employees the awareness of increasing revenue and reducing expenditure, and control costs.
It is the pursuit of every enterprise to increase revenue and reduce expenditure, and to carry out cost-saving activities to control costs. In order to save money, for example, we will recycle the guest's card sleeve every time the guest checks out; Reuse overdue reports; Supervise the accommodation personnel to save water and electricity; Take good care of office supplies and use every piece of paper and pen. Through these controls, the front office should make due contribution to the hotel revenue.
Third, strengthen employees' sales awareness and skills, and improve the occupancy rate.
According to the market situation, the front office actively promotes the sales of scattered rooms. In terms of the price at the front desk and employee incentives, our department plans to introduce a new policy, the high-priced housing policy. While understanding the hotel's preferential policies, the receptionist can flexibly grasp the room price according to the market situation and the check-in situation of the day, emphasizing that as long as the guests come to the front desk, they should try their best to let them stay and strive for more occupancy rate.
Fourth, pay attention to the coordination between departments.
Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.
Five, strengthen the management of all kinds of statements and customs declaration data.
According to the regulations of the Public Security Bureau, the front desk will check in every guest and input them into the computer. Declare the information of overseas guests to the entry-exit administration department in time through the hotel's customs declaration system, and conscientiously implement the notice issued by the Public Security Bureau to remind each guest to pay attention to his valuables. Designate a special person to be responsible for all reports and data at the front desk, classify and file them, and report them monthly.