酒店前厅部201*年工作总结及201*年工作计划
酒店前厅部201*年工作总结及201*年工作计划
Workingsummaryreachedministryof201*01antechamber201*thejobplanned201*201*,antechamberministryfallsintherightleaderofhotelgeneralmanager,indepartmentaldoorsupportenergeticallycooperatetofall,belowsectionalemployeejointefforts,giveprioritytoinordertosellmanagement,fromtakegovernmentofbusinessoffirecontrolsecurity,aggrandizementseriously,reducemanagementcost,therespectsuchascarestafflifebegantobeginthework,betterlandisfinishedmanagedanend201*,eachjobalsogainedremarkablesuccess.Dofollowingsummarywithrespecttomain201*jobnow:One,adjustmarketstrategy,enlargememberamount,increasehotelprofit.Adjustmarketstrategy,enlargememberamount,increasehotelprofit.Promotepoliticaccrual201*beforethehotelwilladduptoinNovemberrecievedomesticguestperson-time,thebudgetisenteredbeforeguestroomwillcloseinNovember10thousandyuan,thehotelfinishs10thousandyuanactually,beforefinishingestimatedinNovember%,abovequota10thousandyuan.Becausesellthemoveofcentreofgravity,hotelbefore201*willcometocomelooseinNovemberguestincome10thousandyuan,enteranighttoadduptoanight,averageroompriceyuan/,occupyatpresentthe％ofguestroomgrossincome,relativelybefore201*11monthscometocomelooseguestincomefallssomewhat,antechamberministrysupportsenergeticallyinwhatthehotelleadsbelow,memberofactivepromotion,salegetsstuck,uptototheendofNovemberweinallworkoffmembergetsstuckpiece,givepiece,adduptopiece,thememberblockssalesrevenue10thousandyuan.Thepromotionofthememberwascreatedinthesaleofmembermarketforthehotelsurmountbeforebeautifulaccomplishment,beforeinNovembermemberincome10thousandyuan,enteranighttoadduptoanight,averageroompriceyuan/,occupyatpresentthe％ofguestroomgrossincome,marketofthememberthatfinishisestimated%,incomeandphotographofaccumulativetotalofmembermarketthecorrespondingperiodwascomparedlastyearincrease10thousandyuan.2,heighttakesworkoffirecontrolsecurityseriously,safeproductionofbaseoneselfupon.Heighttakesworkoffirecontrolsecurityseriously,safeproductionofbaseoneselfupon.Thefirecontrolsafetyofthehoteliscrucial,hotelannualorganizesentirestore3timestoundertakefiredrill,strengthentheputoutafiretoeveryemployeetoprovidedisasterrelieftheeducationofability,atthesametimethebranchstillstrengthenedthegoonatourofinspectionthatreachscircumjacentareatohotelinterior,searchfirecontrolblindangleseriously,eliminatehiddendangeroffirecontrolsafety,discovertheproblemishandledintime,stricterrequirementisworthclassmanagertoambulatemore,diligentdiscovery,whenschedulecarefulgoonatourofinspectioneverycorner,arrivedeepeachbranches,severecheckfirecontroltoviolatecompassesact,ensurethenormaloperationofthehotel,ensurethepersonofaccommodationguestissafe.Thehotelborders2annulusroadonthewestposternbridge,fromTianAnMen,mediumNanhai,countryendowmentappointwaitfornationalministriesandcommissionscloser,becausethisissafetheChongzhongzhithatthejobisourroutinemoreisheavy,thehotelwasmadefromthebeginningoftheyearaseriesofsafetyadministrationdemand,leteveryemployeerealizethevalueofsecurejob.Eachsafetythatthebranchjoinssubstationandpolicestationorganizationactivelystillgroomsandtheconference,eachrequirementthatallotstoitsgivescarryoutandfulfil,holdregularmeetingregularly,strengthendownstagefrompersonnelofcourseofstudygroom,accordingtotherequirementofapanagepolicestation,hadcaughtcommunicate,decorate,fulfil,eachjobsuchasexamination,assessment,thebranchstillstrengthenedeveningshifttobeondutythemanagementofthemanager,implementsystemofgoonatourofinspectionstrictly,FM201*|PES201*|FIFA
severecheckeachsafehiddentrouble,thepublichouseisleadingeachinspectionthattensofsecondsuccesseswillacceptbranchofrelevantadministrationfunctioninNovember.3,payinteriorgovernmentgreatly,aggrandizementvocationaltraining.Payinteriorgovernmentgreatly,aggrandizementvocationaltraining.Comeoneyear,wefrombeginningtoendhaddoneseriouslybook,recievewaitforaservicetoregardthejobasthekey,passreasonableplatoonhouse,risetolead,withtheserviceofenthusiasticsatisfaction,tarryarriveseachguestsofinn.Thebranchwroteantechamberministrytorecieveflowandsystematicoperationmanualinthebeginningoftheyear,unitedabranchtoserveastandard,togroom,examination,supervise,assessmentestablishaccordingto,normativeemployeeserviceoperatescircuit,makeantechamberallsortsofservicesaremorefluent,thestandardismorespecific,makeaservicemorecarefulchange,standardization.Goodservicequalityisthosewhoassurefirst-classserviceisessential,raisingsatisfactionofservicelevel,guesttospendisourlong-termjob,thebranchisheldregularlygroomtheconference,strengthenemployeerankconstructionhard,thetechnicalabilitythatenhancespairofnewemployeeononehandgroomsandthepartischanged,totalknotanalysesthemtheprobleminthejobandservicestate,raisetheirservicelevel,emphasizeoldstuffontheotherhandinactionofthedominantinday-to-dayprofessionalwork,shareexperienceactivelywithnewemployee,thewholeofstimulativebranchserveshorizontalpromotion,thebranchstillaskstobeworthclassmanagertoparticipateinfieldservicedirectly,theproblemthatappearstothespotgivesbecorrectedintimeandhint,havearecordtotypicalissueandmirrorintimetorelevantbranchchief,analyseproblemgerm,makesettleway,jamadministrativeflaw.4,broadensourcesofincomeandreduceexpenditure,reducemanagementcost.Broadensourcesofincomeandreduceexpenditure,reducemanagementcost.Managementcosttoanswerthecallofgroupandhotel,achieve“broadensourcesofincomeandreduceexpenditure,disputethegoalthatachievesbenefit”,branchfromcatchinteriormanagementtobegin,adoptallsortsofdifferentkindtocontrolcostexpenses,managingcharge.Thebranchchangesearlyorlatethereceiptpressworkwithoriginalhotel,theofficesuchasA4andZhangonlypaperusestastednorms,reducepressworkandpurchasecost,strengthenthemanagementofofficethings,askofficethingssetlimittoisused,putanendtothewastefulphenomenonofofficethings,undertaketotherunningstoresthatcanreclaimreasonableuseagain,advocateofficepaperpositiveandnegativedouble-faceduse,payattentiontothemanagementusingphoneofpublicsectionatthesametime,dominatethelightswitchtimeofoldhall,floorreasonablyaccordingtothecircumstancesuchasweather,therebyhugereducedtheexpenditurethatthehotelishandlinggeneralarticlesforuseandenergyside.Antechamberministrytransfersearlyorlate3areondutythemanagerisusedchangeshiftsbreathingspaceheadsforfirecontrolcardchargesinfirecontrolofschoolstudy,passanentranceexamination,inordertoreplacetheoriginalmemberthatroomwatchaccusesinsingularfirecontrol,achieveonehillockmuchcan,hugeismanagingthemanpowerresourceofthehotel,savedthemanpowerexpenditureofthehotel.5,carestafflives,attentionhoteldevelopssmoothly.Carestafflives,attentionhoteldevelopssmoothly.Fairlandtreatseachemployee,buildacare,accreditandvaluedatmosphereforemployee,carethejobofemployeeandlife,inspectemployeetobetheassetwiththemostvaluablehotel,fairnessofferstheopportunitythatgroomandexpandsforeveryemployee.Thebranchsmokesmanageroftonepitchclassandbusinessbackbonebenefittousethejobofsectionalmanagerpostthatchangesshiftstoattendtoestablishbythecompanywithbreathingspacetogroomclass,learnadvancedprofessionalknowledgeandadministrativeconcept,allattendinggroomstafflearnshard,FM201*|PES201*|FIFA
completeassessmentwithoutstandingachievementandobtainedletterofcorrespondingcompleteacourse,inreturninganunittolearnplaceknowledgetohandlerealwork,promotedintegralprofessionalskill,improvedadministrativequalityofwhole,alsobroughtbiggerprofittothehotel.Antechamberjobcontentismultifarious,involveanareawide,employeeactuatingpressureisgreat,beaimedatthisonecharacteristic,antechamberministryemphasizeswantingtocarethelifeofemployeefrombeginningtoend,createrelaxedandpleasantworkatmosphereforemployee.Aboveall,heightofhotelmanagementlayertakesemployeedormitoryseriously,theconstructionofemployeedining-room,thehotelthrowscapitaltoundertaketransformingface-liftingtodormitoryofmaleandfemaleandemployeedining-roomearlyorlate,provideeasylivingenvironmentandrepastenvironmentforemployee,buildthedomestic”outsideHome“foremployeetruly.Waitforsectionalorganizationseveraltimestoguideemployeetogooutwithguestroominministryoftheantechamberinsideyearnextouting,pickedliveinordertoaboundtheamateurofemployee,maketheyexperiencedahotelthewarmthofthisbigfamily,thebranchisondutymanageraboveadministratoroftenseekstheirheart-to-hearttalk,encouragethem,maketheycanreceivenewjobwithbetterworkingposition,atthesametimeweasknomatteradministratorplaysinprofessionalabilityandhumannessmusthaveexampleeffect,encounterdifficultytomustrushwithservicepersonnelinforefront,easetheactuatingpressureofemployee,developabranchfromonthegoodgeneralmoodtonextmakeconcertedefforts,sharehappinessandwoe,makeemployeechargesminuteofgroundaccreditpublichouse,maketheymaintainstability,healthystateofmindthereby,assurethequalitythatservestotheguest.6,theinadequacythatexistsinthejob:Whatexistinthejobisinsufficient:1,afterweareundertakinggroomingtoemployee,employeealsohadtheknowledgeofdeeperadministrativelevelstogroomedcontent,butbecauselackanunifiedsupervisorymechanism,causedgroomtheeffectnotbeautiful,althoughauthorityisclear,understand,butinworkingactually,dosothatreachthedesignatedpositionnotquite,virtuallyalsoaffectedservicequality.2,appearanceappearance,courteousceremony,thesuperintendanddirectorinroutineguidesstrengthisinsufficient,afterneedingtoincrease,strengthisexaminedmediumlyinroutine.Thejobplanned201*:Thejobplanned201*:1,attentioncustomerdemand,theactiveandactualdemandthatreflectsacustomertorankingleader,adjuststrategictrainofthoughttoprovideabasisfortheleader.2,eachdirectivethatcontinuestocarryoutbranchofrankingconcernedfunctionstrictlytoallot,dowellfurtherfirecontrol,safe,dimensioniscertainwaitforthejob.3,thecommunicationthatstrengthenstherespectsuchasantechamberandsale,guestroom,financial,projectisharmonious,thecarryoutroomthatmakesgoodplansex,controlahouse,insideaccuseandcareandmaintenanceandcleanjob.4,theworkingpolicythatdecidesinthelightofdivisionsystem,theceaselessandperfect,managementsystemthatreplacesabranch,achieveresponsibilitytobepunishedclearlytoperson,awardreachthedesignatedposition,accomplishclear,clear,reasonable,rigorouswithmaneuverability,makecompletememberactiveconsciousnessisabidedby.5,theservicedetailthatpaysattentiontoemployee,servetobeginfromfinepoint,providesatisfactoryandconsiderateservicetotheguest,continuetostrengthenbusinessandceremony,courteousrespectgroom,improvetheintegratedqualityofemployee,improveservicequality.6,combinewhatbeabouttochangenextyeartoreachdutystandard.7,theskillofcarryoutroomthatincreasesdownstagestaff,risemedicinalpowderoftheguestenterrateandaverageroomprice,strivetocontinuetooverfulfilthebudgetarytargetofnextyear.8,careemployeereally,pullclosewiththedistancebetweenemployee,organizesectionalactivityandcorrespondingskillFM201*|PES201*|FIFA
gamemore,developabranchmoreskeletonforce,increasestafftheworkingflowthatthefaithfulsystemtothehotelperfectseachpostnearlyonetimesisspent,stabilizeemployeerank,reducetheliquidityofemployee.Althoughthejob201*obtainedcertainresult,butwearewon’tproud,lax,barratrous,jobofbelowoneyearwillbemoreformidable,wecancarryonachievement,throwinthejobwithmorefullenthusiasm,finishannualtospendeachjobjobhard.Meetforthisoneselfcogentthedirectivethatleadsaccordingtothehotel,appealdepartmentiswholemembersolidaritygoesalloutinwork,workhard,workantechamberfurtherupward.AntechamberministryonDecember1,201*
FM201*|PES201*|FIFA
扩展阅读：前厅部201*年度工作总结及201*年工作计划
201*年度工作总结及201*年工作计划
201*年4月20日本人由原预定部经理调至前厅部副经理岗位，上任期间正处于过年后前厅部离职高峰期。原前厅部正，副经理，行政楼经理及两位大堂经理的离职导致管理层人员缺失严重。前台员工加主管总人数由过年前的10人减至5人的情况也正式宣告前厅部工作进入紧急状态。
4月23日经过3天的交接工作，原前厅部副经理正式离职。为稳定员工及满足集团以员工为本的企业精神，前厅部对原有工作制度进行了调整。在面对大量管理层缺失的情况，前厅部采用竞争上岗的机制。一方面稳定员工情绪，另一方面提高了员工的工作积极性。在人手不足的情况下，如何满足正常运营班次需要又重新成为了摆在面前的一道坎。
4月25日，前厅部召开大部门紧急会议，所有员工（除在岗顶班人员除外）均准时参加会议。在本次会议中，各部门积极配合前台工作，并零时抽取两名员工至前台顶岗。
6至10月期间，部门内表现优异人员分批升职到相应岗位。在增加员工对企业的信任度的同时也提高了员工对企业的忠诚度。
10月份期间，由于大堂经理的逐渐到位。关于客户建议与投诉的统计工作也开始恢复。10月中旬，通过前厅部各部门的配合与协作。大堂经理对于酒店自201*年起至201*年10月前所有的客户反馈做了一次统计，并将统计表上交总经办查阅。4至10月期间，由于大量岗位变动及部门员工转岗协助工作的开展也揭示了技能培训工作的高潮期。
在稳定部门人员流动的同时，新的问题也产生了。大量年轻员工的内部提升，导致管理力度及工作执行力出现下降。2名年轻的大堂经理在工作经验及生活阅历上都相对欠缺，如何与下属沟通及对管理的理解方面都略显幼嫩。在实际工作中发现，年轻的大堂经理在面对之前的工作伙伴难以开口做监督培训，且在某些关键时刻容易退缩。
新进员工在两至三周培训后即上岗参与工作，礼宾部员工由于人手紧缺的情况下经过一周培训即上岗参与工作。他们在个人的自觉性及工作主动性方面与老员工之间确实还存在比较明显的差异。
发现以上两项问题后，前厅部将以提高管理层执行力，及提升员工服务意识为主要目的，以加强现场管理为手段的策略。在201*年12月份及201*年第一季度前，努力加强员工岗位素质培训，力求让员工从思想上及工作态度上得到转变并将之具体体现到服务积极性上。
培训方面，前厅部将按计划进行技能操作，服务规范，服务意识及全员销售四方面培训。并计划于201*年第一季度完成。纵观201*年全年的前厅部工作，期间有利有弊。201*年前厅部将根据201*年工作不足的地方进行改进。同时针对前厅部的工作职能制定以下计划：1，
团队核心人员及管理梯队的组建，要求人员精简，分工明确，优胜劣汰，给优秀的员工实行岗位技能的知识培训，并采取现场培训为主，结合酒店季度评估做测试考核，加以具体指导和教育，从而不断提高员工的业务技能，让前厅部的员工都能符合酒店用人的标准。2，
注重培训工作，前厅部作为酒店的门面，每个员工都要直接的面对客人，员工的态度和服务质量反应出酒店的服务水准和管理水平，因此对员工的培训工作是重中之重。针对前厅部每个分部门都需制定一套详细的培训计划。（目前已经制定完成）有了良好的服务技能，纯熟的业务知识，才能提供优质高效，快捷的服务。只有培训好了员工，员工才有过硬的本领去为客人提供幼稚的服务。3，
加强员工的推销意识和技巧，前厅部员工必须掌握总台推销艺术与技巧。把握客人的特点，根据客人不同的需要，进行有针对性的销售，将最合适的产品，推销给最需要的客人，做到事半功倍的效果。努力提高入住率的同时，争取利益最大化。4，
开源节流，增收节支。前厅部员工也应积极响应低碳经营，控制成本，开展节约，节支的活动。既迎合顾客的绿色需求，也可以为酒店创造经济效益，可谓一举两得。可以从平时生活中的点点滴滴做起。随手关紧龙头，随手关掉不必要的电源开关，将用过一面的A4纸反面进行重复利用(已经开始执行)等等。5，
关注和采纳客人的意见，倡导个性化服务。客人的意见是取得质量信息的重要渠道和改善经营管理的重要资料。广泛听取和征求客人的意见，并及时向上级反映和报告，并采取积极的态度，妥善处理。以求我们的服务能最大化得到客人的满意。倡导个性化服务，以此吸引客人的眼球，提高客户的满意度并争取更多的回头客。6，
注重与各部门之间的协调工作，酒店就像一个大家庭，前厅部是整个酒店神经中枢部门，他同餐饮，销售，客房等部门都有着紧密的工作关系，如出现问题，我们都要主动的和相关部门进行协调解决，避免事情的恶化，因为大家的共同目的都是为了酒店，不解决和处理好将对酒店带来一定的负面影响。所以部门与部门之间工作联系，信息沟通，团结协作就显得格外重要。
201*年前厅部的工作中将严格把关三个要素：人员要素、策略要素和流程要素：
1，人员要素就是要把合适的人放到合适的岗位，做到量才适用。
2，策略要素实际上就是一个行动方案，一个有目标的计划，它是通向结果的一条途径。
3，流程要素即实施步骤，制定详细的跟进措施以确保每个人都能完成自己的任务。其次，前厅部将加强现场管理要求：
1，每天要分时段到酒店各个岗位进行巡视，及时发现问题并进行解。
2，经理、主管、领班都要在一线协助员工做好接待，及时处理过程中发现的问题。
3，通过现场管理来发现管理上的不足，及时进行调整改进。4，通过现场管理来督导员工严格执行酒店的管理规定和操作流程，实现规范化的管理要求。
5，通过现场管理来发现员工仪容仪表和礼节礼貌方面的问题，及时纠正。
要求通过这些现场管理手段，实现品质化，精细化管理，使酒店的服务水平得到提升。
此致敬礼前厅部：XXX201*年12月02日
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