Year-end summary of the hotel front office work

In 2008, the hotel will have a great improvement in its business performance during the year. The lobby has been updated and remodeled to make the hotel's service more complete, and the 5f and 6f rooms are equipped with broadband to meet the needs of more business guests. All of this brings life and hope to the hotel. The hotel equipment update, service project improvement and staff service level have further improved, which has made our hotel have a high reputation in the hotel industry. All of this is inseparable from the effective management of store-level leaders and the efforts of employees in all departments of the hotel. Therefore, the hotel pays more attention to the spiritual civilization construction of the employees. Under the circumstances that the front office department is constantly changing personnel, all the employees can still overcome the difficulties, unite and forge ahead, and successfully complete the various reception tasks handed over by the hotel. The vip group, the meeting many times, was praised by the guests throughout the reception process. In the past year, the front office has done the following work:

First, strengthen business training and improve staff quality

The front office is the facade of the hotel. Every employee has to face the guests directly. The attitude and service quality of the employees reflect the service level and management level of a hotel. Therefore, the training of employees is the focus of our work. A detailed training plan was developed for the five divisions: for the switchboard, we conducted training on receiving telephone language skills; training for baggage delivery and staging services at the baggage office; courtesy of the receptionist and training of sales techniques; in particular In July this year, all employees of the front office department were trained for one month in foreign languages, laying a certain foundation for this year's star review review. Only through training can employees further improve their business knowledge and service skills. Better to provide quality service to our guests.

Second, instill in employees the awareness of “open source and reduce expenditure, increase revenue and reduce expenditure”, and control costs

"Open source and reduce expenditure, increase revenue and reduce expenditure" is the pursuit of each enterprise. The employees of the front office actively respond to the call of the hotel to carry out savings, savings and control activities and control costs. In order to save costs, the front office purchased plastic baskets to install the team's keys, reduced the use of key bags and room cards, and saved the hotel costs; the business center used the expired statements to print the draft paper; Use water and electricity; control office supplies, use every piece of paper, every pen. Through these controls, we will make a contribution to the hotel's revenue generation.

Third, strengthen the staff's sales awareness and sales skills, improve occupancy rate

According to the market situation, the front office actively promotes the sale of scattered rooms. This year, the hotel launched a series of room promotion programs such as: fan room, loyalty card, vouchers, thousand yuan card and other promotional activities, receptionist in hotel preferential policies At the same time, according to the market conditions and the occupancy of the day, the price is flexible, the number of individual passengers at the front desk has increased significantly, the occupancy rate has increased, emphasizing the receptionist: "As long as the guests at the front desk, we must try our best to let the guests live. "Go down" for the purpose of striving for more occupancy.

Fourth, pay attention to coordination between various departments

The hotel is like a big family. It is inevitable that friction will occur between the departments and departments. The quality of coordination will be greatly affected in the work. The front office is the central department of the whole hotel. It has a close working relationship with the catering, sales, guest rooms and other departments. If there is a problem, we can take the initiative to coordinate with the department to avoid the deterioration of the situation, because everyone The common purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

V. Strengthen the management of various reports and customs declaration data

According to the regulations of the Public Security Bureau, the front desk will check in and enter the computer for each guest. The information of the overseas guests will be reported to the Exit and Entry Administration Section of the National Security Administration through the hotel's customs declaration system, and the notice issued by the Public Security Bureau will be implemented carefully. To remind each guest of the valuables temporary storage. All the reports and data of the front office are designated by the special person, and the reports are classified and archived and reported monthly. Comparing the room income in 2007 with the room income in 2008, the housing rate has increased, but the income has decreased by a large amount, mainly because of the vicious competition between the hotel industry, resulting in lower average house prices and higher occupancy rates. The phenomenon of income reduction, the room profile table attached.

The results are gratifying, but the shortcomings are also deeply aware and experienced:

1. Lack of flexibility and initiative in service;

2. The aging of the equipment of the switchboard causes the line to be unsatisfactory, which often causes complaints from customers;

3. Individual new employees are not familiar with their work operations;

4, business center copiers, printers aging, copying and printing results are not good, directly affecting the income of the business center.

According to the hotel's new sales targets and tasks for the business department, it was an important year for the front office in 2008. In order to cooperate with the sales department to complete the task, the work plan for 2009 was formulated:

1. Continue to strengthen training, improve the overall quality of employees, and improve service quality;

2. Stabilize the workforce and reduce the mobility of employees;

3, "hardware" aging "software" supplement, to improve the quality of service to make up for the lack of equipment aging;

4. Improve the sales skills of front-office employees, increase the occupancy rate of individual customers, and strive to complete the sales tasks assigned by the hotel.

The new year is about to begin. All employees of the front office will provide the best service to the guests with a new spirit and practical actions, and implement the principle of “customer first, service first”.