酒店前厅部培训资料
一、酒店的业务知识
1、酒店的客房结构、房型、介绍房间内的设施设备及产品知识
2、熟记房价及各类折扣
二、前厅服务员的素质要求和岗位职责
1、岗位必备仪容仪表、礼貌礼节
内容：仪表仪态、酒店规定、行为举止、服务用语等
2、前台工作职责
内容：明确岗位的工作内容
三、前台的业务知识
1、熟悉金天鹅系统操作
2、熟悉公安系统扫描操作
3、了解学习酒店的开票管理制度
4、熟悉酒店的挂账制度
5、前台日常操作流程的培训
6、了解各种付款方式
7、前台售房、售卡技巧
8、接待和电话接听技巧
一、酒店前厅服务质量的内容
酒店为了吸引更多的客人入住, 从而获得经济效益。对前厅的服务质量有很高的要求, 服务质量包括设施设备管理、服务质量水平和酒店环境三个方面。
1. 设施设备质量。
前台接待设施设备是指具有与酒店规模与标准相适应的前台接待条件。包括前台接待大厅、总服务台、商务中心、贵重物品寄存处、大堂副理接待处等。酒店对设备的依赖程度日益剧增, 一旦设备出了故障, 服务就要受到影响, 几乎无法由人来代替。酒店的设施设备不仅关系到客人安全和服务质量, 还关系到酒店的设施设备关系到销售价格和酒店的利润, 现在越来越多的酒店管理者们认识到, 做好酒店设施设备管理, 是酒店经营取得成功的关键之一。
2. 前厅服务质量水平。
酒店前厅服务具体是由前厅服务员为客人提供服务。良好的前厅服务能带来良好的首因效应, 它具有先入为主的特点。在前厅服务接待过程中, 第一印象表现为客人通过对前厅服务人员的仪容仪表、言谈举止、工作态度等方面的观察而形成的感观印象。第一印象不仅影响着宾客的心理活动, 还影响着后续的服务工作能否能顺利进行。所以在与客人交往时, 良好第一印象相当必要的。同时良好的前厅服务能给工作带来便利。客人的情绪很容易受到服务人员态度的影响, 因此前厅的服务人员要时刻保持良好的服务。
3. 前厅环境。
前厅是饭店建筑的重要部分, 每一位客人抵达饭店都必须经由这里, 它是客人对饭店产生第一印象的重要空间。另外, 人们选择酒店时除了在价格方面进行决定外, 还要看环境, 所以说舒适、雅致、美观的环境也是消费者考虑的重要因素之一。
二、酒店前厅服务质量中存在的问题
1. 前厅部服务人员销售客房的方式和技巧不足。
在酒店与前台紧密相关的客房销售工作主要涉及以下几种情况:预定销售、接待销售。酒店预订主要由有电话预定、网络预定、来店预定、传真预定、电子邮件、手机预订预定这几种形式。在酒店前厅部对预订销售时主要采取的是电话预订和来店预定, 传真预定和电子邮件预定主要由销售部负责。由于部分划分的原因, 前厅人员一直只把自己定位为接待而不是销售。客人电话或直接到前台来预定时, 前厅部服务人员的销售意识不高, 对订房者的推销力度不够, 没能根据客人的特点来有效的推销客房, 在推销技巧上还有所欠缺, 这也在一定程度影响着客房的销售。另外在客人来店办理入住登记手续时, 接待员虽然表现出强烈的酒店服务意识, 但是有时候忽视了对酒店其他服务设施的推销, 比如酒店的餐饮、娱乐、商务、咖啡服务等。
2. 前厅部与其他各部门沟通不畅。
酒店高效的运作离不开各个部门的共同合作, 虽然前厅部在酒店中起到很重要的作用, 但是离开了其他部门的协作, 就不能顺利的完成对客服务, 因此, 前厅部与其他部门的沟通和合作是保证对客服务顺利完成的前提条件。前厅部与其他部门进行沟通的方式有很多方法, 比如有电话、电脑系统、工作报表、工作报告与内容行文、会议、工作日记、团体活动、面谈等。很多前厅部门在与部门沟通上主要采用的是电话沟通、电脑系统沟通、面谈和会议沟通, 沟通的方式比较传统, 而且这些沟通仅仅限于工作上的沟通, 对员工内在感情的沟通比较少, 比如很少举办聚会、郊游。这也在一定程度上影响工作的效率。
3. 前台人员流动量大, 人才流失严重。
一名合格的前厅服务员工一般至少需要培训一个月左右才能达到前厅部岗位基本要求。酒店前厅服务员除了要了解酒店所处的地理环境和交通情况, 以及饭店的建筑、装饰、特点、服务设施、客房情况, 还要了解周边酒店的一些基本情况, 大量的信息要求, 导致员工流失严重, 员工流失还会对现在在工作中的员工产生不利影响, 在一定程度上影响其他员工的情绪, 给酒店服务带来不利影响。
三、提高酒店前厅服务质量的对策
1. 提高前厅服务员销售客房的技巧。
所谓技巧, 主要体现在以下方面:
(1) 注重接待细节。客人来店要求住房中表现犹豫不决时可建议参观客房, 认真为客人介绍客房内的情况, 促使客人尽快做出选择。一旦客人做出选择, 应对客人的选择表示赞赏与感谢, 并为客人立即办理入住登记手续, 尽量减少客人等候的时间。如果客人不选择酒店入住, 也要对客人光临表示感谢并欢迎下次光临。
(2) 适时介绍酒店产品。客人登记入住时, 前厅服务员在介绍客房的种类、、朝向、面积、位置、形状、家具、装潢等基础上还可以根据适当的为客人介绍会议、餐厅、理发、游泳、茶座、康乐、商务中心、洗衣、商场、停车场等设施及服务。
(3) 认真观察分析客人心理, 迎合客人需求。酒店客人年龄、性别、职业、住店目的和动机等各有不同, 因此前厅服务员可根据客人的特点推销客房。比如:商务客人, 停留的时间段;消费档次比较高;讲究服务的速度和效率;喜欢住在熟悉的饭店和曾经住过的房间, 那么前厅服务员在推销的时候就可以推销酒店设施设备比较完善的商务客房或豪华房, 尽量安排以前住过的客房。
2. 提升前厅员工的素质与业务操作水平
(1) 前厅部经理要严格把关。其重点是:认真履职监管职责, 规范前厅服务员操作流程, 发现违规操作情况及时予以制止, 杜绝风险安全隐患。并通过不断提升其自身业务素质、加大监督力度, 及时向员工传达合理的操作规范要求, 带动促进前厅部员工操作业务水平的不断提高。
(2) 不断学习, 强化自身。要定期组织员工学习, 增长员工的业务技能。如果酒店信息系统有升级的话还要对最新的系统升级带来的变化与最新的要求及时对全行员工进行有关知识的培训, 以业务辅导和检查督促相结合方式, 使前厅的服务员熟练掌握业务知识和操作流程。
(3) 强化前厅服务人员的服务意识。客人初次到一个酒店对酒店可能不了解, 对酒店产品质量的判断很多是从前厅员工的仪容仪表和言谈举止开始的, 因此, 前厅服务员要强化自己的服务意识, 班前穿好制服, 检查自己的仪容仪表, 以热忱的态度、优雅的举止、快捷的服务接待好每一位客人。
3. 规划员工职业生涯、建立人才储备制度, 用事业留人。
主要内容包括:
(1) 给员工创造职业发展的良好环境。酒店对员工创造良好的工作平台, 发现人才、使用人才, 为各类人才提供适合的岗位。对进入酒店的新员工, 基本上要按照前厅、餐饮、客房、商务的顺序, 实行轮岗操作, 使每一个新入酒店的员工对各个岗位有一些了解, 并学习基本技能。最后, 根据考核结果确定新员工的具体工作岗位。
(2) 完善学习教育制度, 建立自有的“人才储备库”。加强对现有人员的再培养, 促进员工知识更新, 将极大地为酒店发展提供后劲。按培训工作的年、季、月计划, 对员工进行专业技能、职业道德和现代酒店经营理念进行再学习、再培训。
(3) 建立灵活的薪酬机制是留住人才。根据岗位具体的要求与程度以及员工为酒店所做得贡献来制定合理的薪酬激励机制, 使管理者、酒店、员工形成利益共同体, 实现多劳多得。使员工认为自己创造的价值有所回报和认可, 这样也可以较大幅度地提高部分对酒店贡献比较多的员工工资水平, 同时也激励其他员工的工作积极性。
参考文献
[1]王平.浅析旅游饭店员工高流失率原因与对策[J].青年文学家2.011 (9)
[2]陈嘉敏.关于酒店人员流失控制的几点思考[J].商场现代化, 2011 (5)
酒店前厅部、管家部工作总结
Antechamber ministry, chamberlain ministry, 2003 year job reviews 2004 year job to look into report in a flash, 2003 be about to parting, striding one brand-new year to us.Right 2003 bright and beautiful for the hotel, from prepare to construct practice, experienced wind storm rain, it is under the arduous effort of hotel leader, employee, will open wide a gate to the society on September 28 eventually, meet friend of guest of the four seas.One, 2003 year job reviews antechamber ministry: 1, 7, August, the invite applications for a job that basically has stuff and groom the job.2, September, to the end of September, the primary goods and materials that the branch finished to run on antechamber is deployed.3, October portion, since October 12, investment of hotel guest room tries do business, accept book, salute the advent of exposition of small commodities of the 3rd international.In the practice operation of employee, make mistake to its, fallible problem, make groom in the hillock of specific aim, can say, october, to antechamber ministry, it is to have those who challenge a gender in January, but under the effort that reachs a section in hotel leader, the reception of the exposition that finishs satisfactorily the task.4, November, the reception that sums up exposition branch circumstance, undertook major to ministry of guest of center of total stage, business affairs, ceremony groom, especially total stage, during exposition, base of staff professional work is not strong, working error is more, the branch is right this, undertake technical professional work is summed up, decide in November, the business that will have major two months to total stage in December operates flow to groom, its groom schedule is as follows:(see subordinate list one: Antechamber ministry November, will groom in December plan)4, December, the branch takes an exam through theory and real operation, reach working duty, manner according to the professional ability with daily to employee foreman, undertake rating afresh to employee wages pay, the popular feeling of employee was stabilized on certain level, to the branch coagulate the function with provided force to also rise particular;Make piece “ system of sectional rewards and punishment “ , undertake handling to routine error, serious person undertake cash is punished, and every months of bottom is outstanding to the branch employee undertakes selection(2), good is punished so that condemnatory cash rewards employee, solid it is therefore “ those who take at employee, use at employee “.Chamberlain ministry: 1, 7, August, the invite applications for a job that basically has stuff and groom the job;Weave “ the material end guest room shop purchases detailed account “.2, September, undertake open up wasteland works;Follow urge the material end each shop to reach the designated position.3, October portion, it is under the effort of hotel leader and branch, the reception of the exposition that finishs satisfactorily the task.During exposition, employee can be done only from a day 4, 5 rooms can make 12 rooms to a day, from which change, reflective employee people integral quality had rise certainly.4, in November, December, chamberlain ministry from detail proceed with, basically grab clean and wholesome job.Overcome edge construction, edge to do business brought heavy difficulty, make the state has the sanitation of the hotel to change certainly.5, the basis moves actually, edit finish “ post duty and operating sequence “.6, strengthen control of content cost cost, easy bad news is tasted from October 19, 6 yuan / the world falls November 10, 33 yuan / day.(see subordinate list 2: Chamberlain ministry groomed 2003 plan)2, the problem that in going one year, exists: 1, employee abides by sex of hotel regulations system not strong, disobey phenomenon of discipline of inn compasses inn to happen from time to tome.2, employee rank quality is not quite mature still, employee fluctuation is big.Lack staff of skilled a gleam of, the horizon standard of cadre of low level management
also remains to rise.Because most employee just was walked out of from the school gate, lack social experience namely, without what cognitive also to the hotel, although pass a few months groom, but to hotel of fast star class, especially hotel of 5 stars class should be achieved after all how doesn’t a wholesome standard have very good actual acknowledge, although know to want bright and clean, fine dirt is not caught, but most to them person will tell, that just is it seems that can think and cannot ideal state.Moreover, though they groom through theory, also had had brief field trip in other public house, but not quite skilled after all, reason is deficient in working method, technology, experience somewhat, working schedule is not quite fast, also cannot bear the workload of high strenth.3, skilled sex is insufficient in employee unit process of cargo bandling, service craftsmenship is defective.With its photograph of hotel of his 5 stars class is compared, put in experiential difference, service standardization still can be dealt with, but the service of flexibility, individuation is lacked relatively, and hotel of 5 stars class needs this kind of service just about.4, between the branch, between post cooperate to return insufficient tacit understanding, lack is communicated.5, the employee English level of a gleam of such as downstage, telephone exchange is not high, remain to groom further.6, enter often live client quantity is little, passenger source market is not stable still.7, project bequeath and maintenance problem still did not get be settlemented thoroughly, create product of partial guest room unqualified.(Subordinate list 3: Maintenance project detailed list)8, basic goods configuration did not reach the designated position, cause guest room product to be not perfected, the room appears drab.The guest reflects the warmth that does not have place of room of 5 stars class to reflect, costly move generally.(subordinate list 4: Chamberlain ministry guest room did not arrive article detailed list)9, establishment of relevant form a complete set is not perfect.Recreation of business affairs floor, professional bar, Ktv, fitness, bazaar did not reach the designated position.The visitor that enters a public house is pursuit eats, live, amusement, buy process of a series, ability content is worth such house price somewhat.10, the communication tool of employee did not reach the designated position, cause rate of make the rounds of the wards slower.
积极开展实际、实用、有效的工作，坚持以“立足企业、服务企业”的理念为指导，走全面、协调、持续发展之路，挖掘潜力，开源节流，努力增加营业收入，做好内部管理，全面提升工作效能，逐步提高部门的管理水平和服务质量，构建团结和谐、健康向上的工作环境，实现部门规范化、制度化、常态化管理。
二、内部管理：
1、制定并执行《前厅部日常检查细则及实施办法》，通过明确的质量标准、严格的检查制度，达到各岗位全面规范作业。
2、加强职场工作质量的预先控制、现场控制、事后控制，着眼于细节服务，关注客人需求，重视客人感受，确保向客人提供“主动、热情、准确、迅速”的服务。
3、规划员工职业生涯，对前台、商务中心、总机管区员工逐步试行轮岗工作，达到丰富员工工作经验，增加员工工作技能，提高员工工作兴趣的目的，打造企业一专多能的复合型人才。
4、完善各类表单记录、数据分析、操作程序等工作，做到有帐可查、有据可依、有章可循。
5、继续收集与整理客户档案，为宾客提供亲情化、个性化、定制化服务增加素材并提供保障。
6、在节能降耗方面。加强设施、设备的保养与维护，延长使用寿命；前台节省订单、登记单、如写错了用涂改液涂改后再使用，减少因个人原因而导致浪费；总机在晚9：30过后，将话务台关掉一台节约能耗；餐厅能用废纸不用新纸，能用速印纸不用复印纸等。
The main operating policies for the staff working in Front Desk:
The receptionists working in front desk can not be late for their work and should maintain their own images, paying attention to keep their clothes clean, showing their warm welcome to all the guests, no eating snacks, no smoking, no shouting to the guests, no sleeping and reading novels and not doing anything else that is not related to the job of the front desk receptionist.In addition, the working staff can not be allowed to enter into the front desk manager’s office without any previous permission, it’s forbidden to demand tips from guests and to use the hotel phones to make personal calls, and the receptionist on duty should sign her name in order to check the relevant follow-up work such as changing rooms, checking rooms, etc.The first shift is called morning shift which is form 7am to 3pm, a few wake-up service will be done for the morning shift staff and most guests will check out during the shift, but still some guests will check in during the time, and the noon meal time is just only twenty to thirty minutes for them and the time will be less if suddenly comes a traveling group with dozens of people.At last they have to check the numbers of the room keys before the end of their work.The afternoon shift is from 3pm to 11pm.There are many guests to check in during the time and they have to check the numbers of the room keys in prior to start to their work.In most cases, they have enough supper time.When there are some strangers walking slowly in the hotel hall, they are obliged to tell security personnel in case that some guest is cheated to result in property loss.The policies for Concierge/Bell services:
Bell boys or bell men will supply guiding service for the guests, especially for those who have some luggage, showing the correct way to the room for the guests in first time.The staff working in concierge department are obliged to help the guests carry their luggage and there are always a lot of suitcases for the guests from foreign countries, so they have to use luggage carts to take these luggage to its corresponding rooms if suddenly comes a group with dozens of people.Second, the bellmen have to help save their suitcases or anything else if the guests have the demand of saving their own things, and then the staff’s name will be signed in a special card which is filled in the relevant luggage saving information.The guest will have to show the card to get back his own suitcases and he will have to show his identity card to the front desk staff to check his correct information if the guest has lost his card of getting back his suitcases or bags.At last, similarly the guests must show his own identity card and the bell men are obliged to check the information with the receptionists before their helping the guest deliver his own articles.
酒店的客房产品、酒店的服务，都必须以客人满意为中心，以客人的需求为出发点，以提高服务质量为基本目标，针对酒店服务质量的重要性、关键性要素、客人需求的敏感点及酒店的服务质量的薄弱环节，优质服务只有积极发动全体员工的主动参与，才能结出丰硕的成果。为了更好的把这一管理理念培植到每一位员工的心中，唱响好来登品牌，前厅部提出“真诚服务每一天”的服务口号，推出“五心”质
量管理服务活动，对前厅部的员工，展开“五心”服务的活动，以“诚心、精心、尽心、恒心、虚心”履行服务承诺，重塑前厅部的新面貌。二00八年对酒店来说是一个重要年，为能配合酒店整体销售任务，前厅部在现有的基础上，为加强部门的创新服务，特制定以下工作计划。
一、加强业务培训，提高员工素质
前厅部作为酒店的门面，每个员工都要直接的面对客人，员工的工作态度和服务质量反映出一个酒店的服务水准和管理水平，因此对员工的培训是我们的工作重点，针对三个分部制定了详细的培训计划：针对总机，我们进行接听电话语言技巧培训;针对礼宾部的行李运送和寄存服务进行培训;针对接待员的礼节礼貌和售房技巧培训;为今年的星评打下一定的基础，只有通过培训才能让员工在业务知识和服务技能上有进一步的提高，才能更好的为客人提供优质的.服务。
二、给员工灌输“开源节流、增收节支”意识，控制好成本
“开源节流、增收节支”是每个酒店不矢的追求，前厅部员工积极响应酒店的号召，开展节约、节支活动，控制好成本。
三、加强员工的销售意识和销售技巧，提高入住率
前厅部根据市场情况，积极地推进散客房销售，接待员在酒店优惠政策的同时根据市场行情和当日的入住情况灵活掌握房价，前台的散客有了明显的增加，入住率有所提高，强调接待员：“只要到前台的客人，我们都要想尽办法让客人住下来”的宗旨，争取更多的入住率。
四、注重各部门之间的协调工作您现在阅览的是工作总结网www.gzzongjie.cn/谢谢您的支持和鼓励!!!
酒店就像一个大家庭，部门与部门之间在工作中难免会发生磨擦，协调的好坏在工作中将受到极大的影响。前厅部是整个酒店的中枢部门，它同餐饮、销售、客房等部门都有着紧密的工作关系，如出现问题，我们都能主动地和该部门进行协调解决，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。
五、加强各类报表及报关数据的管理
前台按照公安局的规定对每个入住的客人进行入住登记，并输入电脑，境外客人的资料通过酒店的报关系统及时的向国家安全局出入境管理科进行报关，对每位住客的贵重物品进行提醒寄存。前厅部所有的报表和数据指定专人负责，对报表进行分类存档并每月统计上报。
六、加强在工作中出现的问题
1、在服务上缺乏灵活性和主动性;
2、制卡系统的设备得不到及时维护，时常引起客人投诉;
3、个别新员工对本职工作操作不熟练;
4、继续加强培训，提高员工的综合素质，提高服务质量;
5、稳定员工队伍，减少员工的流动性;
6、提高前台员工的售房技巧，增加散客的入住率，力争完成酒店下 达的销售任务。
1、对总经理负责，主持前厅部的全面工作。
2、对部门人员下达工作任务并予以指导、落实、检查、协调。
3、负责培训所有前厅部接待人员，以达到本酒店要求的接待服务效率、标准和接待礼仪及服务程序标准。
4、负责本部门的人力调度，确保前厅部营业各岗的运行顺利。按照奖惩条例对各岗员工进行定期评估。
5、检查前厅部各岗位人员的仪容、仪表、仪态、工作程序、工作效率，保证对客人热情有礼，服务周到。
6、负责做好客房出租率预测，确保房间出租情况、订房情况、到店和离店情况以及房账收入和其他一些由管理部门要求的统计情况的准确性。
7、控制前厅部劳务费用，保证前厅部合理人员配备及每人合理劳务强度。
8、控制前厅部营业费用，制定预算，量化消耗，合理使用物料用品。
9、爱护各项设备设施，保证完好和正常工作。
10、负责客人对客房和其他服务区域的投诉。同时要跟踪检查落实对客人的投诉的补救措施，最终赢得客人的满意和谅解。
11、负责前厅部的安全和消防工作。
12、负责前厅部与酒店各部门、酒店业务有关企业、公司、机构的良好公共关系，以便保证酒店有一个宽松的经营环境。
13、主持召开部门例会，提出工作疑难、工作计划、工作建议等。
14、完成总经理交办的其他工作任务。
我已认真阅读理解前厅部经理的工作职责，在今后的工作中一定认真落实各项职责。
前厅部经理：
日期：
前台接待员岗位职责
岗位名称：前台接待员
岗位级别：员工
直接上司：大堂副理
任职要求：基本素质：年龄19-27岁，身高男1.73米以上，女1.65米以上，相貌端庄，熟悉酒店电脑管理系统，通晓前台接待、问讯、客房预订电脑操作程序；善于建立人际关系，办事稳重、踏实，有强烈的服务意识。文化程度：高中毕业或同等学历。
语言能力：普通话对客服务，会简单英语对话。
工作经验：经历过总服务台管理的专业培训，懂得一般旅游心理学知识。
从事前台工作半年以上。
岗位概要：
在宾客住店期间，代表饭店与宾客打交道，确认他们的预定种类和居住天数。帮助宾客填写入住登记表、安排客房。尽可能地落实宾客特殊要求。弄清宾客付款方式、按检查步骤跟踪监管宾客信用，把宾客和客房的有关信息分别记录在前厅栏目中，并将有关信息通知到酒店相关人员。主要职责：
1、宾客办理入住登记手续，安排客房，尽可能落实宾客的特殊需求；
2、做好预定宾客抵店前的准备工作，并把已预定房留存起来；
3、透彻理解和准确贯彻酒店有关挂帐、支票兑现和现金处理的政策和程序；
4、懂得察看房态和记录房态的方法；
5、了解客房位置，可出租房的类型和各种房价；
6、用建议性促销法来销售客房并推销酒店其它服务；
7、把离店、延期离店、提前进店及各种特殊要求包括白天小时用房信息通知
管家部，以便共同合作及时更新房态、保证其准确性；
8、掌握预定工作知识，必要时能办理预定当日房和他日订房，也要懂得取消预订的程序；
9、管理好客房钥匙；
10、懂得如何使用前厅设备；
11、办理结账和离店手续；
12、做好行政楼层客人的接待工作；
13、把住店散客、团队发生的账单登入进客账，并管理好客账；
14、按程序为宾客提供保险箱的启用和结束服务；
15、按准确步骤处理邮件包裹和留言；
16、每天阅读和记录交班记事本以及布告板，了解当天酒店内举办的各种
活动和会议消息；
17、使用准确的电话礼仪；
18、向经理汇报任何非正常事件和宾客的特殊要求；
19、了解有关安全和紧急事故处理程序，懂得预防事故的措施；
20、保持总台区域的清洁和整齐；
21、出席部门及班组会议；
22、了解因业务量变化而存在调整班次的可能性。
前台领班岗位职责
岗位名称：前台领班
岗位级别：领班
直接上司：大堂副理
下属对象：收银员、接待
岗位概要：
在前厅部经理的领导下，负责前厅除总台外的管理工作。培训下属为店内外宾客提供优质窗口服务。
任职要求：基本素质：年龄23-35岁，仪表端庄，热爱酒店工作，钻研业务，反应敏捷，善于交际。
文化程度：中专学历或同等文化程度。
语言能力：能用普通话从事前厅服务，英语对客服务。
工作经验：具有前台工作2 年以上的经历，前厅工作3 年以上经历。主要职责：
1、熟悉总机话务员、门童、行李员、商务中心文员的所有工作。
2、熟悉一切工作程序并能熟练操作。
3、检查、督促各员工的考勤、服务态度、服务质量及工作程序、纪律执行情况。
4、沟通与本部各组的联系、对酒店所增设的服务项目或有改动的服务时间
通知落实到每一员工。
5、与电信局有关方面保持密切联系，以确保电话通讯的畅通。
6、主动帮助属下解决疑难问题，对难以搞清楚的问题，视情况请有关方面
人员协助解决。
7、有VIP接待时，要了解入住时间、房号及姓名，提醒当班人员加以重视，并做好检查。
8、检查叫醒电话填写情况，提醒组员注意VIP叫醒服务，遇有字迹不清或
潦草，及时核实并提醒组员。
9、对工作程序和操作流程作不断补充及修改。
10、制定出不同时期、不同阶段的工作和培训计划，负责安排话务员的培训工作。
11、遇紧急情况时，马上通知有关部门，注意做好保密，没有接到通知，不
让任何人离开岗位，通知离开时，应走最后。
12、根据每一位下属的工作表现，给予鉴定及奖惩。
13、团结关心下属，了解她们的思想动态，帮助她们处理好各项关系。
14、视工作情况合理调整排班。
15、定期参加部门例会，定期召开班组会议。
16、完成上级交办的其它工作。
大堂副理每日工作内容
1、参加总经理主持的每日例会。
2、主持前厅部每天工作例会。
3、参加有关计划外会议。
4、检、查当日的营业日报表和前一日的房租报告
5、查阅部门工作日志，及时了解情况。
6、查阅并了解当日进店、住店、离店客人报表。
7、了解每日宴会/会议预订和落实情况
8、了解岗位交接班情况。
9、检查各岗位当班员工在岗时的仪表仪容和服务姿态。
10、检查当日进店团队/会议、重点客人的安排情况。
11、重点时间内深入现场督导，并检查人手安排情况。
12、随时听取客人意见，处理客人投诉。
13、抽查前厅部发出的信息是否准确，保证正常运转。
14、随时协调与各部门之间的工作。
15、按岗位责任开展工作。
收银每日工作程序
1、参加每日召开的部门例会，如开班前会，检查员工的仪表仪容，宣布当日的客情。
2、分配班组员工工作保证前台对客服务人手，检查文具及对客服务用品的准
备情况。
3、查阅本月的订房情况有无超30间的团队用房数，如有要安排员工预分配团
队用房。
4、检查每日营业日报表。
5、检查当日进店团队的安排情况，房卡钥匙制作情况，检查通知单和传真是
否有特殊要求，并给予落实。
6、检查次日进店团队的安排情况，房卡钥匙制作情况，检查通知单和传真是
否有特殊要求，并给予落实。
7、检查次日进店团队一览表，团队确认书。
8、做后天进店团队分房表。
9、核查当班需打印的所有电脑报表，特别房租报告。
10、检查并负责落实传真情况。
11、督导检查当班员工工作及时解决困难。
12、安排员工分批就餐.13、查阅交班日志，落实上一班交接内容。
14、检查当日进店团队/会议，散客中有无提前到店的落实情况。
15、进店高峰参与前台的接待工作。
16、检查当班员工的各类资料的输入确保信息发生准确。
17、检查差异房的处理情况。
18、熟记常客姓名，努力提供针对性服务。
19、检查当班员工工作区域内的环境卫生。
20、按岗位职责开展工作。
21、预订员/行李督导不在时代替其工作。
22、检查员工钥匙孔和电脑房间的核对情况，确保信息一致。
23、每日征求客人意见记录在交班本上。
24、每日送团队征求团体陪同、领队和客人意见，到门口挥手送别。前厅领班每日工作程序
1、参加前厅部的每日例会并及时传达到当班员工。
2、检查员工的仪表仪容、礼貌用语、对客服务的标准。
3、检查当班员工工作完成情况和店内应知应会内容。
4、跟踪落实上一班交接的事项。
5、检查落实情况。
6、人员不足时，顶替话务员/商务中心员/门童/行李员工工作。
7、检查当班员工所发出的各类信息和填写各类表格是否正确。
8、按岗位职责开展工作。
9、检查商务中心/总机设备运行情况及收费情况是否合理。
10、抽查电话线路计费系统，确保正常计费。
11、岗位督导并参与重点对客服务。
12、每日向前厅部经理汇报本班组工作安排情况。
13、每日下班前与总台接待经理核对次日和后天的人数及团数、特殊服务情况。
14、检查员工各项服务落实情况，确保满足客人的要求。
15、检查当班人员的文具用品和对客服务用品。
前台接待每日工作程序
早班：
1、提前5分钟到岗，参加班前会，检查仪表仪容，阅读白板内容，熟悉酒店
最新情况，了解上一班移交事项和最新事宜，并且落实。
2、检查所有文具用品和所需表格是否齐全。
3、了解当日预抵/预离散客、团队客情，及时落实处理预抵/预离房间状况。
4、了解当日宴会/会议客情。
5、每隔2小时核对SLIP和电脑状况是否一致，及时更改。
6、按要求规范地处理预离表格。
7、及时处理差异房报告，确保房间状况准确。
8、检查当日进店团队钥匙、信封、分房表及用房状况，确保房间为OK房，并分类放好。
9、及时输入预订信息。
10、填妥并发出4日内团队分房表，并制作客人帐单。
11、办理零星客人入住手续，受理散客订房。
12、按岗位职责要求开展工作。
13、打扫包干区卫生。
14、未尽事宜，书面交班处理。
15、打印班结表，征得前台接待经理同意方可下班。
中班：
1、提前15分钟到岗，参加班前会，检查仪表仪容，阅读布告栏内容，熟悉
酒店最新情况，了解上一班移交事项和最新事宜，并落实。
2、受理零星客人，团队客人入住手续，每隔2小时核对SILP与电脑是否一
致。
3、完成抵店团队客人名单的输入工作。
4、办理预离未离客人的续住手续，继续跟踪预离情况，并交班清楚。
5、整理差异房报告并存档，未尽事宜及时交班。
6、受理零星客人订房。
7、根据岗位职责要求开展工作，及时准确地完成分配的其他工作内容，按要
求发布各类信息。
8、打扫包干区卫生。
9、未尽事宜，书面交班处理。
10、打印班结表，征得大堂副理同意方可下班。
夜班：
1、提前15分钟到岗，参加班前会，阅读白班内容，熟悉酒店最新情况，了
解上班移交事项和最新事宜，并且落实
2、了解夜间和凌晨进店的客人。
3、接待夜间和凌晨进店的客人。
4、妥善管理好夜间进出店客人的钥匙。
5、打印房租报告并检查核对，发现差错及时更改，检查完毕签上自己的姓名，同时将当日房租变更单与该房租报告装订一起留存。
6、制作次日抵店团队房卡、钥匙并检查。
7、打制次日抵店散客登记单、信封、制作房卡钥匙并存入前台预订档案夹中。
8、查看电脑，查看次日是否有在店过生日的客人，并交班。
9、整理NO SHOW 客人订单并处理。
10、打制各类报表，检查并装订。
11、配合财务夜审，保证系统正常运转。
12、夜班将当天进店的散客登记资料输入到公安机关的电脑中。
13、打扫包干区卫生。
14、未尽事宜，书面交班处理。
酒店前厅部年终工作总结
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 2008, 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 ”.
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