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                      酒店前廳部半年工作總結

                      發布時間:2020-12-20 05:00:57 審核編輯:本站小編下載該Word文檔收藏本文

                      第一篇:酒店前廳部的年終工作總結

                      在2014年這一年里,本酒店在上下的共同努力下,經營業績有了較大的提升。大堂進行了更新和改造,使酒店的服務項目更加完善,同時對5f、6f客房裝入寬帶,滿足了更多商務客人的需求。所有的這些給酒店帶來了生機和希望。酒店設備的更新、服務項目的完善、員工服務水準的進一步提高,使我酒店在 在酒店業有了較高的聲譽。所有的這些都是店級領導的有效管理和酒店各部門員工的努力是分不開的。所以酒店較注重員工的精神文明建設,今年來前廳部在人員不斷更換的情況下,所有的員工仍然能夠克服困難、團結進取,圓滿的完成酒店交給的各項接待任務,全年共接待了vip團 個,會議無數次,在整個接待過程中受到客人的好評,一年來前廳部做好了以下幾項工作:

                      一、 加強業務培訓,提高員工素質

                      前廳部作為酒店的門面,每個員工都要直接的面對客人,員工的工作態度和服務質量反映出一個酒店的服務水準和管理水平,因此對員工的培訓是我們的工作重點,今年來針對五個分部制定了詳細的培訓計劃:針對總機,我們進行接聽電話語言技巧培訓;針對行李處的行李運送和寄存服務進行培訓;接待員的禮節禮貌和售房技巧培訓;特別是今年七月份對前廳部所有員工進行了長達一個月的外語培訓,為今年的星評復核打下一定的基礎,只有通過培訓才能讓員工在業務知識和服務技能上有進一步的提高,才能更好的為客人提供優質的服務。

                      二、給員工灌輸“開源節流、增收節支”意識,控制好成本

                      “開源節流、增收節支”是每個企業不矢的追求,前廳部員工積極響應酒店的號召,開展節約、節支活動,控制好成本。為節約費用,前廳部自己購買塑料籃子來裝團隊的鑰匙,減少了鑰匙袋和房卡的使用量,給酒店節約了費用(原來不管是團隊還是散客,每間房間都必須填寫房卡和使用鑰匙袋,通過團隊房不使用房卡和鑰匙袋后,大大節省了費用,房卡0.18元/張,鑰匙袋0.10元/個,每天團隊房都100間以上,一年可節約一筆較大的費用);商務中心用過期報表來打印草稿紙;督促住宿的員工節約用水電;控制好辦公用品,用好每一張紙、每一支筆。 通過這些控制,為酒店創收做出前廳部應有的貢獻。

                      三、加強員工的銷售意識和銷售技巧,提高入住率

                      前廳部根據市場情況,積極地推進散客房銷售,今年來酒店推出了一系列的客房促銷方案如:球迷房、積分卡、代金券、千元卡等促銷活動,接待員在酒店優惠政策的同時根據市場行情和當日的入住情況靈活掌握房價,前臺的散客有了明顯的增加,入住率有所提高,強調接待員:“只要到前臺的客人,我們都要想盡辦法讓客人住下來”的宗旨,爭取更多的入住率。

                      四、注重各部門之間的協調工作

                      酒店就像一個大家庭,部門與部門之間在工作中難免會發生磨擦,協調的好壞在工作中將受到極大的影響。前廳部是整個酒店的中樞部門,它同餐飲、銷售、客房等部門都有著緊密的工作關系,如出現問題,我們都能主動地和該部門進行協調解決,避免事情的惡化,因為大家的共同目的都是為了酒店,不解決和處理好將對酒店帶來一定的負面影響。

                      五、加強各類報表及報關數據的管理

                      前臺按照公安局的規定對每個入住的客人進行入住登記,并輸入電腦,境外客人的資料通過酒店的報關系統及時的向國家安全局出入境管理科進行報關,認真執行公安局下發的通知,對每位住客的貴重物品進行提醒寄存。前廳部所有的報表和數據指定專人負責,對報表進行分類存檔并每月統計上報。2014年客房收入與2014年客房收入進行對比,住房率增加了 ,

                      但收入卻減少了 元,主要原因是因為酒店業之間的惡性竟爭導致平均房價降低,入住率增加 而收入減少的現象,客房簡況表附后。

                      成績是喜人的,但不足之處我們也深刻地意識和體會到:

                      1、在服務上缺乏靈活性和主動性;

                      2、總機的設備老化造成線路不暢,時常引起客人投訴;

                      3、個別新員工對本職工作操作不熟練;

                      4、商務中心復印機、打印機老化,復印及打印的效果不好,直接影響到了商務中心的收入。

                      根據酒店給營業部門制定了新的銷售指標和任務,2014年對前廳部來說是一個重要年,為能配合銷售部完成任務,特制定出2014年工作計劃

                      1、繼續加強培訓,提高員工的綜合素質,提高服務質量;

                      2、穩定員工隊伍,減少員工的流動性;

                      3、“硬件”老化“軟件”補,通過提高服務質量來彌補設備老化的不足;

                      4、提高前臺員工的售房技巧,增加散客的入住率,力爭完成酒店下達的銷售任務。

                      新的一年即將開始,前廳部全體員工將以新的精神面貌和實際行動向賓客提供最優質的服務,貫徹“賓客至上,服務第一”的宗旨。

                      第二篇:酒店前廳部工作總結

                      酒店前廳部工作總結

                      08年是酒店不平凡的一年,從酒店改制以來前廳部積極配合營銷部接待了各種不同類型和規模的會議,最為顯著的如荊河街道的會議接待,會議的成功接待得到了荊河街道領導的一致認可,付出總有回報員工的辛勤汗水終究換來了成功的結果,然而從會議接待中我們雖然取得了一定的接待經驗,但是還存有一定的不足,服務的被動性,一切的工作沒有想在客人之前去完成,也看出了我們的不足。鑒于此情況在今后的工作接待中我們將總結過去豐富的經驗,取長補短,將今后的接待工作做的更好更規范,并打造出自己的品牌。

                      一年之季在于春,一日之計在于晨,根據酒店行業發展的變化,在住房的淡季配合房務部,推出了一些優惠活動。除了在價格上的優惠外,還給客人免費贈送水果,其前提是在價格150元以上的住客,其次滿100元房價住8次以上的客人,在下次入住時將免費贈送一天,前提是同一個的證件,目的是拉更多的回頭客,讓客人再次光臨,這些優惠活動,得到了客人的一致認可,同時也使酒店得到了一定的經濟效益,做到了人氣的有增無減。

                      前廳部即是酒店的銷售窗口,在房價的推銷上尤其是讓接待員掌握一定的銷售技巧,怎么才能把我們的服務出品銷售出去,這就要我們的接待員在推銷上掌握一定的技巧,在價位上按照從高到低的順序進行,但往往我們在此方面還很欠缺,意識淡薄,沒有意識到工作的重要性,客人來了只是機械性的去介紹,出售,這是遠遠不夠的,甚至在軟件服務上也不是很靈活很主動,為此讓接待員學會去推銷是工作的重中之重,讓他們把酒店最好的出品推銷給客人,而又讓客人樂于接受,這是一個技巧,在今后的工作中作為重點進行執行。

                      從一年來的工作觀察來看,從行李生到前臺接待崗位,服務均缺乏一種酒店從業人員具有的主動性與熱情程度,客來沒有迎聲,客問沒有答聲,客走沒有送聲,這是最基本的。而是最不應該犯的錯誤,當然還是有些員工做的比較好。在今后的工作中。作為前廳部各崗位人員均要按照培訓的標準做到微笑、禮貌、熱情、周到以高度的責任心,來贏得更多的回頭客。

                      酒店從業人員更換頻繁,總不時有新鮮的血液補充進來,今年前臺接待員新增人員較多,培訓后的新員工業務知識和自身素質標準不一,在此情況下根據工作需要對前臺接待,行李生等進行一次面的業務知識與技能操作的培訓與大比武。其目的是牢固樹立員工工作,深化業務知識,更好的開展工作。

                      酒店大堂副理是收集客人意見、處理客人投訴的中樞環節,是問題的協調者,為更好的了解和收集客人的有利信息。大堂副理每天不定時的對住客房進行拜訪,形式以電話拜訪和登門拜訪為主,對客人反饋的一些意見和建議積極予以采納和解決,為酒店以后的良好發展奠定了基礎。

                      金鑰匙服務學習歸來后,由于自己對金鑰匙專業知識的缺乏,在工作中沒能充分的發揮金鑰匙的個性化服務,在本酒店也沒能很好的發展金鑰匙隊伍。在來年的工作中作為重點將其發揮到最大化

                      第三篇:酒店前廳部年終工作總結

                      酒店前廳部年終工作總結

                      had gone two years, in this year, big public house of open waters of sea of 1000 islands lake falls in the joint efforts of fluctuation, management outstanding achievement had bigger promotion. old hall undertook update and be transforminged, make the service project of the hotel more perfect, load a broadband to guest room of 5f, 6f at the same time, satisfied the requirement of guest of more business affairs. all these brought opportunity of survival and hope to the hotel. of the level of service of perfect, employee of the project of newer, service of hotel facilities rise further, make my hotel had taller reputation in hotel industry. these active management that are store level leader and all hotels are departmental the effort of door employee is not divided. so the hotel pays attention to the cultural and ideological progress of employee relatively, come this year below the circumstance that antechamber ministry changes ceaselessly in personnel, all employee still can overcome enterprising of difficult, solidarity, the satisfactory hotel that finish gives each welcome the job, annual welcomed vip group in all, the conference countless, in whole in recieving a process, get of the guest reputably, come one year antechamber ministry has done the following works: one, strengthen vocational training, raise ministry of employee quality antechamber to serve as the appearance of the hotel, every employee should confront a visitor directly, the working manner of employee and service quality report give the service level of a hotel and level of management, because of this pair of employee the working key that grooming is us, will make in the light of 5 branch this year groom in detail plan: be aimed at telephone exchange, we undertake skill grooms receiving audition phone language; the baggage that is in in the light of baggage is carried and check service undertakes grooming; the ceremony courtesy of dest clerk and skill of carry out room groom; especially all to antechamber ministry employee will undertake the foreign language of a month grooms is as long as july this year, judge check to lay next certain foundations for the star this year, just can let employee have on skill of wu of professional knowledge kimono through grooming only rise further, gift is nicer provide excellent service for the guest. 2, engraft to employee “ broaden sources of income and reduce expenditure, add close cut down expense ” consciousness, broaden sources of income and reduce expenditure of “ of control good cost, add close cut down expense ” is every enterprise not arrowy pursuit, antechamber department employee answers the call of the hotel actively, begin managing, cut down expense activity, control good cost. for managing charge, antechamber him ministry buys plastic basket to hold the key of the group, reduced the use amount of key bag and room card, to the hotel managing charge (no matter be a group,still come loose so guest, every room must fill in to the room gets stuck and use key bag, after using room card and key bag through group house, saved cost greatly, the room blocks 0.18 yuan / piece, key bag 0.1 yuan / , everyday group house 100 above, a year but the fee with managing bigger brushstroke) ; business affairs center is used expire forms for reporting statistics will print draft paper; supervise and urge the employee of accommodation is managing with water and electricity; control good office articles for use, had used each each pieces of paper, pen. pass these control, achieve for the hotel close make the contribution with antechamber due ministry. 3, the sale consciousness that strengthens employee and sale skill, rise to lead antechamber ministry basis market condition, actively is advanced medicinal powder guest room sale, come this year the hotel rolled out a series of plan of guest room sales promotion if: the sales promotion activity such as 1000 yuan of certificate of fan room, integral card, acting gold, card, dest clerk is in hotel privilege policy while mix according to market level that day enter a circumstance to master house

                      price neatly, come loose downstage the guest had apparent addition, enter rate rise somewhat, emphasize dest clerk: “ wants downstage guest only, we want the tenet that method lets ” of guest take up one’s quarters, strive for more live entering to lead. 4, pay attention to the harmonious job hotel between departmental door to resemble a big family, the hard to avoid in working between branch and branch can happen grind, harmonious stand or fall is affected in working lieutenant general by huge. antechamber ministry is the centre branch of whole public house, it is having close working relationship with the branch such as meal, sale, guest room, be like occurrence problem, we undertake can actively harmony settlement with this branch, avoid its aggravation, because common goal of everybody is for the hotel, be not solved and had handled the negative effect with will be brought certain to the hotel. 5, strengthen of all kinds forms for reporting statistics to reach declare at customs the management of data is downstage the visitor that enters to every according to the regulation of public security bureau undertakes registering, input computer, the cable concern interconnected system that the data of the guest outside the condition adopts a hotel is seasonable to national security bureau division of discrepancy condition management undertakes declaring at customs, carry out the announcement that public security bureau allots seriously, live to every the guest’s valuable undertakes remindful check. all forms for reporting statistics and data appoint antechamber ministry person specially assigned for a task is responsible, undertake classified filing to forms for reporting statistics and every months of statistic appears in the newspaper. guest room income and income of two years of guest room undertook contrast 2014, housing rate increased, but income decreased however yuan, because,main reason is between hotel industry malign contend for unexpectedly bring about average room price to reduce, enter rate increase and income reductive phenomenon, after watch of guest room overview is added. achievement is satisfactory, but be in us insufficiently deep also consciousness and experience arrive: 1, flexibility and initiative are lacked on the service; 2, the equipment ageing of telephone exchange creates line not free, cause a guest to complain constantly; 3, individual new employee operates inexperience to own job; 4, ageing of copycat of business affairs center, printer, duplicate and printed result are bad, affected the income of business affairs center directly. made new sale index and task to business branch according to the hotel, it is two years to antechamber ministry important year, finish the job to can cooperate to sell a ministry, make a plan of 0 years of two jobs especially: 1, continue to strengthen groom, improve the integrated quality of employee, improve service quality; 2, stable employee rank, reduce the liquidity of employee; 3, ” of software of “ of ageing of “ hardware ” fills, through improving a service quality makes up for the inadequacy of equipment ageing; 4, the skill of carry out room that increases downstage staff, increase medicinal powder of the guest enter rate, strive to finish the sale job of hotel make known to lower levels. be about to begin one new year, antechamber ministry faculty will provide the most excellent service with xiang bin of new spiritual outlook and real operation’s guest, carry out “ guest consummate, serve the purpose of the first ” .

                      第四篇:2014年酒店前廳部工作總結

                      2014年酒店前廳部工作總結

                      had gone 2014, in this year, xx big public house manages next having of company and xx company jointly in xx bigger change, the capital with two devoted and many partner undertook update and be transforminged to facilities of hotel part facilities, bedraggled and old 3 buildings do business through decorating, those who made up for hotel recreation project is vacant, make the service project of the hotel more perfect, be aimed at the problem of guest room peculiar smell, through opening a window ventilated got essential settlement, at the same time old to guest room tv undertook updating …… , all these brought opportunity of survival and hope to the hotel. of the level of service of perfect, employee of the project of newer, service of hotel facilities rise further, the best result that throughout history obtains in making xx big public house criticizes review a case in which a death sentence has been passed by a lower court in the star 2014 the 2nd, make xx big public house had taller reputation in hotel industry. these active management that are store level leader and all hotels are departmental the effort of door employee is not divided. so the hotel pays attention to the cultural and ideological progress of employee relatively, created good life vacuum to employee, transform the washhouse of the hotel the amphibious room of a capacious employee dining-room and employee activity, acquired the recreational project such as card of ping-pong, ping-pong desk, chess, begin each race for many times, the constitution that enhanced employee namely abounded the spare life of employee again, the hotel still went to installation of solar energy hot water employee dormitory, solved the problem that employee winter bathes. all these employee can pass serious work to sign up for a hotel back and forth only. come this year below the circumstance that antechamber ministry changes ceaselessly in personnel, all employee still can overcome enterprising of difficult, solidarity, the satisfactory hotel that finish gives each welcome the job, annual welcomed vip group in all 4, the conference countless, in whole in recieving a process, get of the guest reputably, come one year antechamber ministry has done the following works: one, strengthen vocational training, raise ministry of employee quality antechamber to serve as the appearance of the hotel, every employee should confront a visitor directly, the working manner of employee and service quality report give the service level of a hotel and level of management, because of this pair of employee the working key that grooming is us, will make in the light of 5 branch this year groom in detail plan: be aimed at telephone exchange, we undertake skill grooms receiving audition phone language; the baggage that is in in the light of baggage is carried and check service undertakes grooming; the ceremony courtesy of dest clerk and skill of carry out room groom; especially all to antechamber ministry employee will undertake the foreign language of a month grooms is as long as july this year, judge check to lay next certain foundations for the star this year, just can let employee have on skill of wu of professional knowledge kimono through grooming only rise further, gift is nicer provide excellent service for the guest. 2, engraft to employee “ broaden sources of income and reduce expenditure, add close cut down expense ” consciousness, broaden sources of income and reduce expenditure of “ of control good cost, add close cut down expense ” is every enterprise not arrowy pursuit, antechamber department employee answers the call of the hotel actively, begin managing, cut down expense activity, control good cost. for managing charge, antechamber him ministry buys plastic basket to hold the key of the group, reduced the use amount of key bag and room card, to the hotel managing charge (no matter be a group,still come loose so guest, every room must fill in to the room gets stuck and use key bag, after using room card and key bag through group house,

                      saved cost greatly, the room blocks 0.18 yuan / piece, key bag 0.1 yuan / , everyday group house 100 above, a year but the fee with managing bigger brushstroke) ; business affairs center is used expire forms for reporting statistics will print draft paper; supervise and urge the employee of accommodation is managing with water and electricity; control good office articles for use, had used each each pieces of paper, pen. pass these control, achieve for the hotel close make the contribution with antechamber due ministry. 3, the sale consciousness that strengthens employee and sale skill, rise to lead antechamber ministry basis market condition, actively is advanced medicinal powder guest room sale, come this year the hotel rolled out a series of plan of guest room sales promotion if: the sales promotion activity such as 1000 yuan of certificate of fan room, integral card, acting gold, card, dest clerk is in hotel privilege policy while mix according to market level that day enter a circumstance to master house price neatly, come loose downstage the guest had apparent addition, enter rate rise somewhat, emphasize dest clerk: “ wants downstage guest only, we want the tenet that method lets ” of guest take up one’s quarters, strive for more live entering to lead. 4, pay attention to the harmonious job hotel between departmental door to resemble a big family, the hard to avoid in working between branch and branch can happen grind, harmonious stand or fall is affected in working lieutenant general by huge. antechamber ministry is the centre branch of whole public house, it is having close working relationship with the branch such as meal, sale, guest room, be like occurrence problem, we undertake can actively harmony settlement with this branch, avoid its aggravation, because common goal of everybody is for the hotel, be not solved and had handled the negative effect with will be brought certain to the hotel. 5, strengthen of all kinds forms for reporting statistics to reach declare at customs the management of data is downstage the visitor that enters to every according to the regulation of public security bureau undertakes registering, input computer, the cable concern interconnected system that the data of the guest outside the condition adopts a hotel is seasonable to national security bureau division of discrepancy condition management undertakes declaring at customs, carry out the announcement that public security bureau allots seriously, live to every the guest’s valuable undertakes remindful check. all forms for reporting statistics and data appoint antechamber ministry person specially assigned for a task is responsible, undertake classified filing to forms for reporting statistics and every months of statistic appears in the newspaper. two years guest room income and income of two years of guest room undertake contrast, housing rate increased 9.46% , but income reduced 240223.07 yuan however, because,main reason is between hotel industry malign contend for unexpectedly bring about average room price to reduce, enter rate increase and income reductive phenomenon, after watch of guest room overview is added. achievement is satisfactory, but either be in us deep also consciousness and experience arrive: 1, flexibility and initiative are lacked on the service; 2, the equipment ageing of telephone exchange creates line not free, cause a guest to complain constantly; 3, individual new employee operates inexperience to own job; 4, ageing of copycat of business affairs center, copycat result is bad, affect the income of business affairs center, the duplicate cash income of center of annual business affairs has 2812.9 yuan only this year. management overview of business affairs center expressed generation of project cash total stage to receive aggregate and in-house autograph to avoid 2812.9 665 3477.9 13 3490.9 of duplicate of remarks of add up to to type 2014 aggregate 14461.6 2371 16832.6 10234.4 27067 of 54 54 54 of income of other of 2648 3.4 2651.4 2.2 2653.6 of long word of 2466 2.8 2468.8 1.1 2469.9 of word of city of 3931.2 668.8 4600 10206.1 14806.1 of fax of 2549.5 1031 3580.5 12 3592.5 gave

                      business division system to decide new sale index and task according to the hotel, was opposite 2014 is for antechamber ministry important year, finish the job to can cooperate to sell a ministry, make especially the job planned piece 2014: 1, continue to strengthen groom, improve the integrated quality of employee, improve service quality; 2, stable employee rank, reduce the liquidity of employee; 3, ” of software of “ of ageing of “ hardware ” fills, through improving a service quality makes up for the inadequacy of equipment ageing; 4, the skill of carry out room that increases downstage staff, increase medicinal powder of the guest enter rate, strive to finish the sale job of hotel make known to lower levels. already began one new year, antechamber ministry faculty will provide the most excellent service with xiang bin of new spiritual outlook and real operation’s guest, carry out “ guest consummate, serve the purpose of the first ” . antechamber ministry: xxx date

                      第五篇:酒店前廳部2014年工作總結

                      2014年,前廳部在中心領導的正確領導下,在各部門的大力支持配合下,在部門員工共同努力下,以銷售管理為主,從深抓內部管理,降低成本,強化業務培訓,關心員工生活等方面著手開展了工作,較好地完成年經營目標,各項工作也取得了顯著成績,F就年主要工作作如下總結。

                      一.經營情況

                      年計劃任務xx萬元,實際完成xx萬元,超額xx萬元,(其中散客門市收入xx萬元,平均房價 xx元/間),占客房收入xx﹪,完成計劃的xx%,收入與同期相比增長xx萬元。

                      二、主要工作:

                      1、加強業務培訓,提高員工素質

                      一年來,我們主要是以服務技巧為培訓重點,嚴格按照培訓計劃開展培訓工作,并分階段對員工進行考核,同時加強了崗上實際操作培訓,使員工能夠學以致用。加強業務培訓,認真對待每一批接待任務,根據不同階段、不同團隊、制定詳細的培訓計劃及接待計劃。遇到大型接待任務,我們只給接待人員5分鐘的磨合期,包括整個的行之有效的報到流程、會務組及與會務中心之間的配合,這就需要有很好的業務能力及溝通能力,需要有平常嚴格的培訓才能做到。前廳部的所有人員都知道只有不斷的充實自己才能腳踏實地的完成各項接待任務。在人員有限的情況下,我們要求管理人員必須親臨一線指導工作,發現問題,反饋信息,共同協商及時調整,以達到最佳服務標準。

                      2、全力加強員工隊伍建設,做好服務保障工作。

                      一年來,我們始終把認真做好預訂、接待服務,作為工作重點。通過合理排房、提高入住率,熱情滿意的服務,留住到酒店的每一位客人。年通過前廳部員工的集體努力,圓滿完成了接待大、中、小型會議73個;軍區5次,vip 100次,共接待人數37500人次。如省民政廳會議、建議廳會議、國土資源廳會議,在接待這些大型會議時,由于與會人員較多,退房時間不統一,這就對我們的接待工作提出了更高的要求,我們時常加班加點,在接待軍區會議時,由于軍區接待標準高,所以我們每次接待不敢有一絲怠慢,經常加班加點,大家沒有一絲抱怨,一句怨言,仍然滿腔熱情地投入到工作中。

                      3、扎實有效地開展好第四屆優質服務活動

                      第四屆優質服務活動于5月15日正式拉開序幕,我部門積極組織員工學習,吃透精神,對員工進行了一系列的專業技能的培訓,大大提高了員工的服務意識及服務技能,與此同時,制定上報一系列的工作流程及工作標準,使前廳各種服務更好流暢,標準更加明確,使服務更加精細化、標準化,每周根據優質服務活動的方案,在員工中進行崗位練兵比賽,使員工的服務水平有了很大的提高,中心組織的第一屆職工聯歡會,前廳部的員工踴躍報名,一展自己的才華。通過這次優質服務活動,在員工中逐步形成了一種爭先恐后的態勢,極大的增強了員工的工作熱情。

                      4、關心員工生活,創造輕松愉快的工作氛圍.

                      前廳工作內容繁雜,涉及面廣,員工工作壓力大,針對這一特點,前廳部始終強調要關心員工的生活,無論從部門經理還是到主管,都能切實的為員工解決困難。遇到過節,管理人員會主動提醒她們給家里掛電話問候父母,生病時給她們送去水果,遇到生活上的困難會主動幫助他們,使她們感受到了集體的互助、互愛的溫暖。為了緩解工作帶來的壓力,增強凝聚力,部門經常找她們談心,鼓勵她們,使他們能夠以更好的工作狀態迎接新的工作。同時我們要求管理人員無論在業務能力及為人處事必須起到表率作用,遇到困難必須與服務人員沖在第一線激勵員工,減輕員工的工作壓力,培養管理人員之間同心協力、同甘共苦的良好風氣,使員工充分地信任部門,從而使員工保持穩定、健康的心態,保證對客服務的質量。

                      6、注重各部門之間的協調工作,共創佳績

                      前廳部每位員工都必須積極參加中心及賓館、部門組織的各項活動,這不僅使部門之間互相了解同時也增強了團隊的向心力及凝聚力。我們同時強調前廳部是整個酒店的中樞部門,它同各部門都有著緊密的工作關系,如出現問題,我們都應主動地進行協調解決,避免事情的惡化,要有“到我為止”的服務意識和“酒店無小事”服務態度。

                      7、加強“開源節流,增收節支”的意識

                      年計劃費用36.47萬元,實際費用為32.11萬元,節約了4.36萬元,主要節約在工資、電、物料消耗等方面,在費用管理中,從細微處入手,嚴格物料領用制度,定期盤點,專人管理,定量配發,使年前廳物品消耗控制在元,費用與同期相比增長了3.52萬元,(主要是計提獎勵、地方津貼等),各項費用指標均達到要求。

                      8、重視安全防范意識

                      部門在安全管理上,進一步加強相關數據、各類報表的管理,嚴格執行公安部門的有關規定,上傳數據的開通,信息的錄入及掃描,加之賓館會議客人報到的集中性,前臺電腦兩臺等因素為我們前臺工作增大了壓力,但我們沒有降低要求,對每位入住的客人進行嚴格的登記制度,對未攜帶身份證的客人,我們又做到認真負責的態度做好解釋工作,同時將信息反饋銷售部,協議單位擔保,快速辦理登記入住,嚴把入住登記關。對外賓我們又派人分別到分局錄入、報單,做到專人專管,主管及經理抽查的制度。同時我們很抓了了鑰匙的保管和使用制度,對遺失房卡的重新制作做到認真核實,仔細確認;對住客的貴重物品寄存做到提醒寄存; 保證了客人的財產不受損失;對所有的訂單、報表和數據指定專人負責,分類存檔、統計保存。

                      三、工作中存在的不足:

                      1、培訓效果不佳

                      我們在對員工進行培訓后,員工也對培訓的內容有了更深層次的了解,但是由于缺乏一個統一的監督機制,造成了培訓是一張空白紙,雖然大家都明白、理解,但在實際工作中,做得不夠到位,無形中也影響了服務質量。

                      2、服務質量、服務水平有待提高

                      前廳員工流動頻繁,很大程度上影響了服務質量,一個新員工從入職后,要經過三個月的試用,才能完全熟練掌握本崗位的各項工作,但是有些員工在剛熟練本職工作的后,便提出離職,造成了人員的流失,儀容儀表、禮貌禮節,在日常工作中的督導力度不夠,造成了三天打魚,兩天曬網的局面,我們要加大日常工作中的檢查力度,形成一種良好的習慣。

                      四、2014年工作計劃

                      1、關注顧客需求,積極真實的向上級領導反映顧客的需求,為領導調整戰略思路提供依據;

                      2、繼續加強培訓,提高員工的綜合素質,提高服務質量;

                      3、確實關心員工,穩定員工隊伍,減少員工的流動性;

                      4、注重員工的服務細節,服務從細處著手,對客提供滿意周到的服務;

                      5、完善各崗位工作流程及工作標準,推行優質服務活動達到質量標準化、規范化、精細化服務;

                      6、提高前臺員工的售房技巧,提高散客的入住率,力爭完成中心下達的目標任務。

                      7、嚴格執行實名登記制,進一步搞好安全穩定工作。

                      年的工作雖然取得了一定的成績,但我們不會驕傲、松懈、怠慢,下一年的工作將更艱巨,我們會發揚成績,并以更加飽滿的熱情投入到工作中,努力完成全年度各項工作任務。我們有信心在各級領導的正確領導下,在全體員工的共同努力下,中心的明天更加輝煌。

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