Department's second half of the work plan

Through close contact and understanding with the department in the recent period, it is found that there are relatively many problems in the front office, the morale of the staff is low, the overall lack of cohesiveness, the idea of ​​slow and old ideas, the relatively weak business operation, lack of individuality. Awareness of service, a series of problems such as hard-working service language, and the current problems, I feel that there is a long way to go. Although there are many problems, the work still needs to be done, and the plan is mainly done in the second half of 2008. The following work:

Room work focus:

First, strengthen the business training of employees and improve the overall quality of employees

Every member of the front office is the image of the hotel. Not only the overall image can be tested, but also the business knowledge and service skills reflect the management level of a hotel. To maintain business knowledge and service skills in a foundation. On the other hand, we must do a good job in training. If the training does not keep up, it will easily lead to employees' lack of enthusiasm for work and lax business. Therefore, the current plan will carry out the necessary weekly according to the progress and application of the employees. One training, the training method is mainly biased towards teaching and on-site simulation. At the same time, the training summary of the previous month and the training plan of this month will be supervised by the General Office and the Human Resources Department before the 5th of each month.

Second, strengthen employee sales awareness and skills, improve occupancy rate

After 19 years of ups and downs, the hotel’s hardware facilities have followed the old and aging. In the face of the hotel industry market in Jiangmen, the competition is fierce and it is a long way to go. Due to the obsolescence and aging of the hotel's hardware facilities, engineering problems often affect the normal service of the guests. For high-end guests, a part of the hotel will be lost with the appearance of new and luxurious hotels. As a member of the hotel, we know that The guest room is one of the most important departments for the hotel's economic income, and it is also the most profitable department. Therefore, every member of the hotel has the responsibility and obligation to do the sales work. In order to do a better job of sales, my plan plans to train the front desk receptionist to sell the house and the practical skills, while instilling the instructions of the hotel authorities, emphasizing the employees in the reception process as long as the guests to the reception desk We should all think of ways to stay with our guests, and strive for the hotel as much as possible to improve the hotel's economic efficiency.

Third, strengthen the management of various types of statements and customs declaration data

This year is the Olympic year. China will have people from all over the world coming to China due to the Olympics. In the face of the sudden "offensive" of people from all over the world, as the reception department of the hotel industry, in order to ensure the normal operation of the hotel, this position will be Strictly request the reception desk to do the registration and uploading. The front desk will check in according to the regulations of the Public Security Bureau, and input the information into the computer. The customer's information will be sent to the local security bureau through the hotel's uploading system. Report, seriously implement the notice issued by the Public Security Bureau. At the same time, special personnel will be appointed to manage guest information and related data reports.

Fourth, Resound hotel leaders advocate the slogan of "energy saving and consumption reduction"

Energy-saving and consumption-reducing is a slogan that many hotels have been calling for. The headquarters will also echo the call of the hotel leaders. Every employee is required to use every piece of paper, each pen, and trade-in, and cut the waste paper into a book for one line. Post emergency use. At the same time, the lobby lighting, air conditioning switch control, office electricity, computer power in the front desk department to make reasonable adjustments and planning.

5. Maintain the habit of communicating with employees to increase mutual understanding and facilitate the development and implementation of work.

Every month, I plan to find employees in various positions in the department to talk. The main focus is on work and life, so that employees can find the object of the complaint in their own work department. According to the reasonable requirements of the staff, the staff will be in the heart. The problem is to solve it as your own problem and do what you can. If it can't be solved, it will be reported to the hotel leader. Let employees really feel that they are respected and valued in the department and in the hotel.

6. Do a good job in quality inspection within the department.

Each month, the department conducts a quality inspection on the department staff, mainly checking the grooming, courtesy, job operation skills and ability of the staff in each position. The quality inspector is composed of the assistant manager of the department, the foreman of the branch, and the manager. If there is a problem in the quality inspection, it will be rectified for a certain period of time, and if there is no rectification completed at the specified time, the individual's economic fine will be handled.

among them:

Work plan for June: Complete the job knowledge training of the switchboard department and the concierge department, mainly to carry out the necessary training for the weaker aspects in the actual work, and the method is biased towards the simulation operation training.

2. Assist the marketing department in team reception and FIT booking.

3. Train the staff of the front office staff to improve the customer service awareness.

4. Assist the Marketing Department in the reception of the 6.1 Children's Day Package Dinner and Father's Day related activities.

5. In the middle of the month, the department's rules and regulations will be fully implemented. The plan will give employees half a month to run in. It is hoped that employees will have a new job appearance in early July.

6. In the second half of the month, a written test will be conducted for the employees of the department, mainly to test the knowledge of the positions accepted by the employees in the early stage, to stimulate the nerves of the employees, and to improve the enthusiasm of the employees.

Work plan for July: Prepare a post-skills operation training within the preparatory department. The main target is the employees in each position of the front office. The content is the job skill competition for the employees in each position. The employees with better performance for each branch are the departmental priorities. Training objects, and report the results to the general manager.

2. Assist the marketing department in team reception and FIT booking.

3. In the middle of the month, according to the written test in June, combined with the daily work performance and the usual customer service awareness, the relevant weak employee suggestions for job change treatment will be considered.

4. According to the needs of the work, we will draw up the training plan for this month. According to the content of the training, we will focus on the employees who have relaxed business, mental state and work enthusiasm.

5. In the second half of the month, an English training will be arranged according to the progress of the work. The main content is biased towards the special English for hotel positions. In this way, employees who love the hotel English can learn English after work, compete for their own knowledge, retain the hearts of employees, and reduce the turnover rate of employees.

The work plan for August: August is the beginning of the autumn season and the start of the tourist season. Therefore, in order to better receive each team, every guest who stayed at the Silver Crystal International Hotel will be We can feel the sincere service of every member of the hotel. Our plan is to train all employees at the beginning of the month. The main purpose is to consolidate the sense of responsibility and responsibility of the employees in the front office. Let the team guests feel the efforts of the hotel staff, and let the guests experience the warmth of the "home away from home".

2. The project plans to introduce a “best employee” evaluation activity, which is agreed by the departmental management. It is reviewed by the leader of the responsible department according to the agreed content, and submitted to the general office for approval after review and approval. About this activity, it is hoped that the busy reception in the tourist season can ease the work pressure of employees through this activity, and at the same time motivate employees to maintain a positive attitude towards work.

3. The plan is to analyze and explain the common cases of the front office staff in the department. In order to prevent the responsibility of the busy employees from falling, the main purpose is to improve the sense of responsibility and responsibility of the employees.

Work plan for September: Assist the marketing department to do a good job in team reception, telephone reservation, etc., and improve communication and coordination in the middle.

2. According to the hobbies and hobbies of the employees, the program plans to hold a “Cantonese casual talk” activity in the middle of the month, mainly to enhance communication and communication between employees. Strengthen the cohesion between employees.

3. In order to sprint the golden season reception on October 1st of the Golden Week, this program will provide comprehensive training for employees this month. The contents include: courtesy, grooming, duties of each position, training of various positions, and various positions. The discussion of common cases is mainly biased towards on-site simulation drill training.

4. If the working schedule permits, the fire protection knowledge training will be organized in coordination with all the managers of the insurance. The main purpose is to strengthen the fire prevention awareness of the employees, and the idea of ​​“prevention first, anti-disintegration” can be truly implemented.

October's work plan: October is the golden week's tourist period. In the middle and middle of the month, the main job of the front office is to invest in a major reception, and the guests who arrive at the store will receive and serve well. The top work of the front office is the top priority. During this period, I will arrange the manpower and material resources reasonably to ensure that the reception work can reach a new and peak.

2, do the sales work in October Golden Week, according to the October booking and the forecast of the sale of the day, the rational control of the sale of the room, the price adjustment policy for some room types.

3. Do a good job in booking the room. At that time, we will arrange a special person to follow up the booking work to prevent overbooking, double booking or missing orders.

4. In the second half of the month, the employee will arrange a reasonable rest for the employee. After the large reception in the Golden Week, the employee's heart is relatively exhausted, and some business backbones should properly adjust the work schedule to rationalize the vacation.

Work plan for November: According to the work received in October, according to the advantages and disadvantages summarized, share with the employees of the department at the meeting, express the outstanding employees, encourage employees who are not doing enough, and draw up the plan. The monthly training program provides post-sports training for some employees who have not done enough work. The training method is mainly based on simulation. The purpose is to improve the staff's proficiency in customer service.

2. Assist the marketing department in the reception of the meeting and the team.

3. In the second half of this month, the project will conduct a training on the contents of “Hotels' Service and Responsibility to the Guests” for all employees. Since the front office staff are at the front line, they are all communicating and serving with the guests. Because people are emotional animals, sometimes it is easy because the understanding of language can cause misunderstandings. If the guests are misunderstood during the reception process, the guests with better quality may just be deaf, if they encounter some qualities. The lower guests may have a phenomenon of hands-on strikes. In the face of this phenomenon, many employees are difficult to grasp. According to this work need, all the non-duty employees in the front office will be “hotel pairs. The main purpose of the training of guests' services and responsibilities is to enable employees to be more clear about their responsibilities.

Work plan for December: Assisting the marketing department in the layout of Christmas in December and the launch of related activities.

2. December is the month of the Spring Festival. All departments of the hotel are busy. The main task of this project is to stabilize the fixed source of passengers and pay attention to the reception of individual customers. Therefore, my plan, the lobby deputy It is necessary to set up a post in the lobby every day. According to the guest's check-in period and check-out period, it is necessary to set up a post in the lobby to assist in handling some emergencies. Try to reduce the misunderstanding between guests and the hotel.

3. According to the weather conditions, reasonable control of the switching time of air conditioners and lights, instilling the call of the hotel leaders to every employee, so that employees can have energy-saving and consumption-reducing consciousness from the bottom of their hearts.

4. Summarize the work in 2008, and share with the staff at the departmental meeting, inform the work, turnover, and operation of the department, commend the outstanding performance suggestions, and encourage or punish those who perform more mediocre. .

5. According to the work in 2008, the work plan for the year of 2009 is planned to be completed.

It is not easy to do all the above tasks. Although the work is not good, there are difficulties in all aspects of the hotel. However, according to the guidelines of the superiors, the staff will coordinate and handle each job, and the employees and guests. The affairs of the hotel, the affairs of the department, the affairs of the department should be completed as their own business; depending on the development of the hotel, the development of the department is the responsibility, the development of the employees is the responsibility, and the development of the company is the responsibility.

At the same time, I am convinced that under the leadership of the authorities and the efforts of all the staff, the hotel business will become more and more prosperous, and the hotel will be more brilliant tomorrow!