Summary of the work of the front office of the hotel in 2019

In 2019, under the correct leadership of the central leadership, with the support of various departments , and with the joint efforts of the staff of the department , the front office department focused on sales management, deepened internal management, reduced costs, strengthened business training, and cared for. The work of the staff and other aspects began to carry out the work, and the annual business objectives were well completed, and the work has also achieved remarkable results. The main work of the year is summarized as follows.

One. Business conditions

The annual project task is xx million yuan, the actual completion of xx million yuan, excess xx million yuan, accounting for xx% of room revenue, xx% of the completed project, the income increased by xx million compared with the same period.

Second, the main work:

1. Strengthen business training and improve staff quality

In the past year, we have focused on service skills as a training focus, conducted training in strict accordance with the training plan, and assessed employees in stages, and strengthened practical training on the post so that employees can apply what they have learned. Strengthen business training, take every batch of reception tasks seriously, and develop detailed training plans and reception plans according to different stages and different teams. In the case of large-scale reception tasks, we only give the reception staff a five-minute running-in period, including the entire effective reporting process, the meeting group and the cooperation with the conference center. This requires good business and communication skills. It requires regular and rigorous training to do it. All the staff in the front office know that only by constantly enriching themselves can they complete the various reception tasks in a down-to-earth manner. In the case of limited personnel, we require managers to visit the front line to guide the work, find problems, feedback information, and negotiate and adjust in time to achieve the best service standards.

2. Fully strengthen the construction of the workforce and do a good job in service guarantee.

In the past year, we have always made careful reservations and reception services as our priorities. Retain every room to the hotel by reasonably arranging rooms, improving occupancy rates, and providing a warm and satisfying service. Through the collective efforts of the employees of the front office, the conference successfully completed 73 large, medium and small conferences; 5 military districts, vip 100 times, and a total of 37,500 visitors. For example, the provincial civil affairs department meeting, the suggestion hall meeting, the land and resources department meeting, when receiving these large-scale meetings, due to the large number of participants, the check-out time is not uniform, which puts higher demands on our reception work, we often Overtime work, when receiving the military district meeting, due to the high standard of reception in the military region, we did not dare to have a slight scorn every time, often working overtime, everyone did not complain, a complaint, still enthusiastically invested in the work.

3. Carry out the 4th quality service activities in a solid and effective manner

The 4th Quality Service Event officially kicked off on May 15th. Our department actively organized employees to learn, thoroughly understand the spirit, and trained a series of professional skills for employees, greatly improving their service awareness and service skills. At the same time, the formulation of a series of work processes and work standards, so that the various services in the front office are better and smoother, the standards are more clear, the service is more refined and standardized, and the positions are carried out among employees according to the plan of quality service activities every week. In the training competition, the service level of the employees has been greatly improved. The first staff meeting of the center organization, the staff of the front office department enthusiastically signed up and exhibited their talents. Through this quality service activity, a situation of eagerness and enthusiasm has gradually formed among employees, which greatly enhanced the enthusiasm of employees.

4. Care about employee life and create a relaxed and pleasant working atmosphere.

The front office has a lot of work, and it involves a wide range of work. The employees are under great pressure. In response to this feature, the front office always emphasizes the need to care for the lives of employees. From department managers to supervisors, they can effectively solve problems for employees. When they meet the festival, the management staff will take the initiative to remind them to greet their parents by hanging up the phone. When they are sick, they will send them fruit. When they encounter difficulties in life, they will help them actively, so that they can feel the warmth of collective mutual help and mutual love. In order to alleviate the pressure brought by work and enhance cohesion, the department often talks to them and encourages them to meet new jobs with better working conditions. At the same time, we require managers to play a leading role in business ability and doing things for others. If they encounter difficulties, they must rush their employees to the first line to motivate employees, reduce the pressure on employees, and cultivate joint efforts and common efforts. Good atmosphere, so that employees fully trust the department , so that employees maintain a stable and healthy attitude and ensure the quality of customer service.

6. Pay attention to the coordination between various departments to create success

Every employee in the front office must actively participate in the activities organized by the center and hotels and departments . This not only makes the departments understand each other, but also enhances the team's centripetal force and cohesion. We also emphasize that the front office is the central department of the entire hotel. It has a close working relationship with all departments . If there is a problem, we should take the initiative to coordinate and solve the problem, to avoid the deterioration of the matter, and to have "before me". Service awareness and "hotel no small matter" service attitude.

7. Strengthen the awareness of “open source and reduce expenditure, increase revenue and reduce expenditure”

The annual project cost is 364,700 yuan, the actual cost is 321,100 yuan, and the savings are 43,600 yuan. The main savings are in terms of wages, electricity, materials consumption, etc. In the cost management, starting from the fine-grained, strict material use system, regular Inventory, special management, quantitative allocation, so that the consumption of items in the hall of the hall is controlled in the yuan, the cost increased by 35,200 yuan compared with the same period, and all the cost indicators have met the requirements.

8. Pay attention to safety awareness

In terms of safety management, the department further strengthened the management of relevant data and various types of statements, strictly implemented the relevant regulations of the public security department , the opening of uploading data, the input and scanning of information, and the concentration of registrations of hotel guests, two computers at the front desk, etc. The factors have increased the pressure on our front desk work, but we have not lowered the requirements, and we have a strict registration system for each guest staying. For those who do not carry ID cards, we have to do a serious and responsible attitude to explain the work. The information will be sent back to the sales department, the agreement unit guarantees, the check-in is quickly checked, and the check-in is strictly checked. For the foreign guests, we also sent people to the sub-bureau to enter and report, and to do the special management, the supervisor and the manager to check the system. At the same time, we have grasped the system of keeping and using the keys. We have carefully verified the re-production of the lost house cards and carefully confirmed them; we have reminded the temporary storage of the valuables of the guests; and ensured that the property of the guests is not lost. ; assign specific personnel to all orders, statements and data, classified and archived, statistically saved.

Third, the shortcomings in the work:

1. Poor training results

After we trained our employees, our employees also had a deeper understanding of the content of the training. However, due to the lack of a unified supervision mechanism, the training was a blank piece of paper. Although everyone understood and understood it, it was actually working. In fact, not doing enough, invisibly affects the quality of service.

2. Service quality and service level need to be improved

The frequent flow of employees in the front office greatly affects the quality of service. After a new employee enters the post, it takes three months of trial to fully master the work of this post, but some employees are just skilled in their own work. After that, he was asked to leave, resulting in the loss of personnel, grooming, courtesy etiquette, insufficient supervision in daily work, resulting in three days of fishing, two days of drying the net, we must increase the daily work inspection Strength, forming a good habit.

Fourth, the 2019 work plan:

1. Pay attention to customer needs, and actively and realistically reflect the needs of customers to the superior leadership, and provide the basis for the leadership to adjust the strategic thinking;

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

3. Really care about employees, stabilize the workforce, and reduce the mobility of employees;

4, pay attention to the details of the staff's services, the service starts from the details, provide satisfactory and thoughtful service to customers;

5. Improve the work procedures and work standards of each position, and implement quality service activities to achieve quality standardization, standardization, and refined services;

6. Improve the sales skills of front-office employees, improve the occupancy rate of individual customers, and strive to complete the target tasks assigned by the center.

7. Strictly implement the real-name registration system to further improve security and stability.

Although the work of the year has achieved certain results, we will not be proud, lax and sloppy. The work of the next year will be even more arduous. We will carry forward our achievements and devote ourselves to our work with full enthusiasm, and strive to complete the whole year. Task task. We are confident that under the correct leadership of leaders at all levels and with the joint efforts of all employees, the center's tomorrow will be more brilliant.