Hotel Room Department 2019 Work Plan

The hotel room department ~ year work plan completed the XX year work summary, we have more expectations for XX years, I hope that one year is worth a year, for this reason, we will continue to do the good aspects of the past, for the existing shortcomings We have deep understanding and improvement, and we will focus on the following aspects in XX: First, reduce service links and improve service efficiency. Service efficiency is an important part of service. Many complaints are due to lack of services. Caused by efficiency. Any requests and services offered by the guests are expected to help them resolve as soon as possible, rather than being pushed and pushed, so it is imperative to implement a "one-stop" service. After checking in at the hotel, we are not sure about the various service calls. Although we made a small phone call on the phone, most of the guests will not look at it seriously. When they need service, they pick up the phone and dial a phone number. And the phone will always be transferred around, so it is very inconvenient for the guests, so that the satisfaction of our customers is greatly reduced. Our department will improve service efficiency from reducing service links. The establishment of the guest service center The current switchboard and service center are two positions that serve customers by telephone. Many customers need services to call the switchboard or other extensions, and the switchboard or other extensions receive the service and then transfer to the service. Center, it is easy to cause service delay or loss of service information, because other positions do not understand the needs of the guests at all, if the work is busy, the service instructions will be delayed or forgotten, which will bring great inconvenience to our service. A complaint was received from the guest. Only the people who answer the phone understand the anxiety of the guests, understand the real needs of the guests, and know which service is most eager to do, and reasonably notify the service. In order to reduce the convenience of the service, the switchboard and service center will be merged to form a guest service center. All the services and inquiries of the hotel can be dialed “0” and everything can be solved. 1. The function of the guest service center is also the information center of the hotel. It collects all the information of the hotel and external information about the hotel, sorts and delivers it, receives the service information uniformly, and accurately delivers the service instructions to ensure the service can Provided in time. 2. The work content of the guest service center 1 answer the phone and provide services. After the merger of the switchboard and the service center, all the external telephones and services of the hotel will be transferred by the guest service center. In special circumstances, the customer can provide services for the guests. This will not only improve the service efficiency, but also ensure the accuracy of the service and reduce the accuracy. The workload of the floor attendant. 2 accept phone reservations and inquiries. At the reception desk, there are currently 3 extensions. According to statistics, from September to November, the average number of calls received by the reception desk on average per day can reach more than 20, plus the daily incoming calls. Up to 70 times, such a high traffic volume makes it impossible for the receptionist to fully receive the guests. When you arrive from the outside to the hotel, you will want to check in as soon as possible, but the receptionist will often be interrupted several times by the telephone to make our service unprotected. If the guest service center computer is connected to the front desk, all telephone reservations and telephone inquiries can be operated by the guest service center, which not only facilitates the guests, but also gives the receptionist more time to serve the guests. 3 Change the room status in time to ensure the room is rented. After checking the room on the floor, you can call the guest service center to change the room status. After receiving the notice, the guest service center can change the room status immediately to ensure that the room can be rented in time. 4 key management. All keys to the room are kept, distributed and registered by the Guest Services Centre. 5 lost property treatment. The guest service center is responsible for the storage, storage and collection of the entire hotel's items, and handles them according to regulations. 6 Statistical analysis of the phone. The guest service center conducts monthly statistical analysis of the received calls, analyzes our shortcomings, better understands the needs of our guests, and improves our service level. The establishment of the Concierge Department can provide customers with baggage temporary storage, baggage collection, simple commission agency, letter delivery and other services. However, with the progress of the society and the development of the industry, the needs of customers have not only improved, but these services have been unable to meet the requirements. Guest needs. The hotel now has a golden key, the golden key service should be the highest embodiment of the service, but the power of one person alone is difficult to function. Therefore, the concierge is equipped with the alloy key to do the service together to meet the reasonable needs of the guests. 1. The function of the Concierge Department The Concierge can not only provide general baggage services, but also meet more reasonable needs of the guests. It can also provide in-store enquiry, which can reduce the workload of the reception and make the receptionist better. Reception guests. 2. The contents of the work of the Concierge 1 temporary storage of luggage. Provide baggage storage for all guests in the store and keep it in a safe place. 2 Receiving baggage. Receive baggage for in-store guests and register. 3 commissioned on behalf of the agency. Accept the reasonable needs of the guests and quickly handle them for the guests. 4 in-store inquiry. Accept the guest's enquiry. Second, expand the front-end sall's FIT market, increase the income of individual customers. At present, the receptionist at the front desk has basically mastered the operation of the front-end sales increase. Although the front-end sales increase in XX has achieved certain results, it is away from the hotel. The difference is very far, mainly due to the single source of individual passengers. The main source of customers now is the guests' own homes. How to win back customers and bring more guests with existing customers is our key task. For those who are staying for the first time, who is responsible for the reception. After receiving the guests, the receptionist should follow the service to the end, that is, who will be responsible for the reception from the time of check-in, then who will be responsible for tracking the service during the stay, and other employees will cooperate with the service. Specific work content: 1. When checking in the guest, the receptionist will leave his work number and work phone to the guest, telling the guest if they need to call, they can provide services for the guests at any time. Under the business card. 2. After the guests arrive at the room, they can call the room to ask the guests for their satisfaction with the arrangement of the room. Guests are welcome to provide valuable comments. 3. During the stay, you can inform the guests of the latest events and local updates of the hotel and invite them to participate. Cater to the reasonable needs of our guests and provide services to our guests. 4. Determine the check-out time of the guests and arrange for the baggage to carry the luggage for the guests. When the check-out at the front desk, the guests will take the initiative to solicit opinions from the guests. Please provide us with valuable comments and suggestions and wish the guests a safe journey. 5. On the second day after check-out, the guest will send an e-mail to the guest based on the e-mail address on the guest's business card, greeting the guest and thanking the guests for choosing our hotel. Welcome to visit the next time. 6. Send a greeting card to the guests during the festival and send a sincere blessing to invite guests to our hotel. For returning customers to the store, we will introduce the latest developments of the hotel when we receive guests, promote our featured products, and check in for the fastest time. Notification service center, the elevator room greets guests, and can inform the food and beverage department to distribute the fruit plate to the guests. Feedback on the guest’s stay to other places of consumption, so that the hotel staff can use the surname to call the guest. At the festival or when the hotel has the latest events, send a card to the guests to invite guests to the hotel. Third, make full use of wage leverage, mobilize employee enthusiasm The current departmental salary is divided into three levels of 500 yuan, 600 yuan, 700 yuan, employee wages are promoted according to the employee's daily performance, business skills and other aspects of the assessment, generally only rise or fall, some After the employee's salary is promoted, the work is not hard, lazy, scattered, the hotel has no provision for wage adjustment, and other employees work well.

However, there is no indicator to promote wages, which is very unfair and easily dampens the enthusiasm of employees. In order to break the traditional practice, make better use of wage leverage, and mobilize the enthusiasm of employees, the department recommends that wages are no longer fixed, but flexible adjustments, and implement policies that are capable and above. Staff salary adjustment method 1. The employee salary base is 500 yuan, the skill salary is 100 yuan and 200 yuan. According to the employee's assessment results, the salary adjustment is made. The skill salary is high, up to 200 yuan, down to 100 yuan. A poor grade can only receive a basic salary of 500 yuan. 2. The department conducts an assessment of the employees on a quarterly basis based on their daily performance, business skills, and comprehensive capabilities. The results of the assessment are announced to the public. If the employees with skill wages do not perform well in the assessment and fail to meet the standard of skilled wages, the salary can be adjusted to 500 yuan without skill wages. 3. If the employee with skill salary has three valid complaints in a quarter, even if the performance is excellent, it is not allowed to continue to enjoy the skill salary. 4. If the employee with skill salary is not in the job for three consecutive months, such as sick leave and pregnancy leave, the employee does not enjoy the skill salary. Foreman salary adjustment method 1. The salary base for the foreman is 700 yuan, and the post salary is 200 yuan and 400 yuan. According to the results of the foreman's assessment, the corresponding salary adjustment is made. 2. According to the business level of the foreman, staff training, solidarity and cooperation, comprehensive ability and other aspects, the assessment will be conducted quarterly, and the worst foreman will be assessed three times in a row, and the qualification for the foreman will be cancelled. 3. The foreman who is not in the job for three consecutive months, only enjoys the basic salary. Fourth, cultivate the observation ability of employees, provide personalized services, create service brands. With the development of the industry, the business philosophy and service concept of the hotel industry are constantly updated. It is not enough to make customer satisfaction, but also to make guests unforgettable. This requires the provision of personalized services based on standardized services. The hotel service pays attention to "thinking what the guests think, and urgency for the guests." Service personnel should pay attention to observe and touch the psychology of the guests. When the guests have not yet stated the requirements, they will provide the service at the fastest speed. As we often say, "just want to sleep, you will send a pillow." Imagine if customers are unforgettable about such services? The department will focus on training employees to provide personalized services based on their living habits. In the daily work, by encouraging training, collecting and sorting, system regulation and training rewards, this becomes the conscious action of employees and promotes the improvement of service quality as a whole. 1. Encourage training: For those who have excellent performance in their work and praised by their guests, the department will train them as the backbone to cultivate their service awareness and service quality to a higher level, based on this position, striving for first-class service. 2. Collecting and sorting: Departmental management personnel strengthen on-site management in daily work, find typical examples of personalized services from front-line services, collect and sort them, and put them into file. 3. System specification: The typical cases of sorting are promoted, and they are continuously supplemented and perfected in practice to form systematic and standardized data, and as a standard to measure the quality of service, the fuzzy management vectorization management transition. 4. Training rewards: The compiled materials can be used as training materials, so that new employees can understand the requirements of the work and the learning objectives from the beginning, so that the old employees can find the gaps through comparison, so as to improve the employees' understanding. For employees who have outstanding performance at work, the department rewards and rewards in various forms, so that employees can form a good atmosphere of advanced and more contributions. The core of business is to create products, and the core of the hotel is to create services. In daily service, employees are required to provide “five-hearted” services in accordance with the standards of simplicity, convenience, quickness, and good service. Jane: The work program is as simple as possible, the work instructions are as simple and straightforward as possible, and the feedback is to be concise. It is convenient to let the guests go from the store to the store. Fast: Your needs are met at the fastest speed. Jie: The waiter's response should be agile. The customer's words and deeds can be quickly understood and responded to, and then the service is good: the customer should have the feeling of "value" after receiving the service. Things are hotel products: service. Five-hearted service: Care for the key guests, wholehearted service for ordinary guests, caring for special guests, patient service for discerning guests, and enthusiasm for those who have difficulties. V. External greening environment remediation, indoor green plant variety replacement Since the end of October, XX, the hotel and Xingyuan Greening Company suspended the contract, the peripheral greening has been managed by the pa staff, due to lack of technology and experience, some green plants are not maintained Too good, plus Shanghai South this year, lack of rain, there has been a phenomenon of death. Next year, the dead plants will be replaced, some flowering plants will be planted as much as possible, and some southern fruit trees will be planted in the outer area to add some joy to the hotel. Now the hotel has a problem of single indoor plants and low grades. Next year, we will contact a suitable greening company to reach an agreement to completely solve this problem. Sixth, the replacement of business floor customer supplies At present, after the renovation of the business floor rooms, the guests feel higher grades, but the guest goods of the room have not been replaced, and the grade is general, very uncoordinated. It is planned to replace the guest items on the business floor, such as: changing the tea bags into bulk tea, replacing the packaging box of the bathroom products with an environmental protection bag, etc., thereby improving the room grade. The implementation of the above plans requires the joint efforts of all employees, the assistance and cooperation of other brother departments, and the support of the store leaders. Our plans can be implemented. I hope that we will review the work of the next year. At the time, the harvest is not only full of confidence, but also fruitful results.