宾馆饭店前厅部工作总结及计划 总台是整个饭店最为重要的岗位整个总台的工作按内容大概可以划分成四个S安全SAFE、服务SERVICE、帐务处理SETTLEACCOUNT和销售SALE。 安全SAFE的重要性是不言而喻的就算你的经营业绩如何好服务质量如何上乘而在安全上出了点差错那后果都是难以想象的安全事故无小事。对于总台员工来讲填写宾客住宿登记单查验证件以及将住店宾客的信息及时向上级主管部门传输他们的这些工作都肩负着饭店的安全使命就好比家里有个聚会总台员工就像门卫识别来宾的身份一旦由于工作疏忽放进了坏人那这个聚会肯定是不欢而散的。前厅部在平时的培训课上也将“如何识别身份证件的真假和护照常识”作为了重点培训内容更为重要的要求总台的员工们在工作中一定要警钟长鸣千万不可掉以轻心。正是由于他们的努力20××年全年饭店没有发生一起刑事案件还因为登记准确、传输及时协助公安部门抓获了一名经济诈骗犯。然而这项工作还存在着不足之处一是登记单的格式还不符合出入境治理处的要求二是登记单的填写还不能全部符合要求三是传网不够及时。在20××年针对这些不足和大厅改造的契机我计划首先是按要求设计新的临时住宿登记单然后将户管工作交给总机也希望通过改造可以将总机房移至靠近总台的地方以方便登记单的及时传递最后还要在登记单的填写规格上严格把关以达到上级领导部门对我们在户籍治理方面的要求。 服务SERVICE是服务行业的根本因为总台员工大多是刚刚进饭店工作没多久的新手而且多数也没有从事总台工作的经历所以无论是从服务技巧还是服务意识都与合格的总台员工相去甚远。针对这种情况部门每月组织一次案例分析会目的在于通过大家的讨论以及分析让所有员工都能在以后的工作中避免犯类似的错误。然而服务技巧和意识的提高不是几个月的几次案例分析会就能够达到的还要员工在平时的服务工作中不断积累经验。在新的一年里前厅部将继续坚持举行定期的案例分析会以期待部门所有员工为每一位客人的服务都是周到和个性化的。 帐务处理SETTLEACCOUNT的重要性在于无论你是提供了安全的住宿场所还是优质的服务最终都是以经营为目的的。假如帐务处理无法顺利进行就算之前的一切都做的很出色也等于做了无用功。在下半年部门针对帐务调整混乱的状况设计制作了“费用冲减一览表”并要求员工在工作中按照冲帐程序严格执行。而且加强了对前台员工的素质教育要求全体员工在思想上要正确对待收款工作和工作中出现的金钱诱惑。总结20××年帐务问题主要可以概括为以下几点一、员工品质问题刻意造成前台帐务混乱而从中取利二、因前台POS信用卡收款系统只有一家银行故因POS机故障无法使用的情况下出现的手工压卡差错

三、因新近员工技能不过关概念不清楚造成帐务出错或帐款不平衡。在20××年在帐务处理的工作上部门会加强监督同时不懈地进行思想素质教育对于帐务上发生问题的员工决不姑息同时在前台POS机无法改变现状的情况下加强对手工压卡的培训和对新员工在工作中以实际操作的方式培训并考核。 销售SALE虽然不是总台工作的主体内容但作为饭店的每一份子都无法推脱销售的责任。总台自七月份起下半年总共WALK-IN销售房间XX间销售额XX元前台二次推销房间共XX间差价总额XX元。平均每月总台员工为饭店增收达XX元。并且无论是在饭店的月饼销售还是圣诞晚宴销售工作中前厅部都超额完成了饭店给部门的指标。尽管从数据上看来这已经是一份不错的答卷但在来年前厅部总台班组还会继续发挥前台销售的优势培训销售工作中的技巧凭借日益丰富的销售经验争取再创新高。 礼宾班组 礼宾班组的员工肩负着住店宾客迎来送往的工作除了帮助客人运送行李之外礼宾班组的服务项目还有邮件递送物品转交和寄存雨伞、轮椅车、自行车等物品租用车辆、游船代订和其它一切综合委托代办业务。20××年以来因为饭店自身条件的限制无法拥有自己的礼宾车队。为了能够达到四星级饭店的服务标准我们先后联络了XX车队、XX巴士两家汽车租赁公司并在后来的合作中逐渐形成了一整套订车体系既保证了客人租赁汽车的需要又避免饭店在租赁过程中的责任承担。此外由于饭店从下半年开始接待团队这对于从来没有接待大型团队运送行李经验的礼宾班组员工是一个新的课题部门及时发现了问题并及时整理出了一套团队行李递送的程序在一次次理论与时间结合的操作中也基本上能够顺利完成递送任务。但这一切也不能掩盖礼宾班组存在的一些问题首先人员流动速度过快就对稳定的服务产生了不利的影响其次因各方面客观因素的存在而使的人员素质无法达到应有的要求譬如

在与外宾的交流过程中因大多数礼宾员基本没有外语基础所以造成了交流上很大的困难。在者因为珍贵物品保险室里无法安装监控设备也给我们的物品寄存保管造成了不必要的困难。在即将到来的20××年里我们希望通过大厅的改造能够解决我们硬件上的缺陷同时部门也要在招徕、留住符合素质要求的员工上创新思维、大胆变革要逐步提高礼宾班组员工对饭店的认同感以便组成一个人员相对稳定的面貌一新的班组。 商务中心、总机班组 自从8月份商务中心转入前厅部治理。部门的压力也增加了许多因为商务中心平时的工作量并不大但又不能没有员工提供服务所以如何用人成为了一个新问题首先在商务中心原由的打字、传真、复印、上网、订票等提供的服务基础上我们又增加了手机充电、秘书等服务项目。并且将原先的并不完善的订票手续加以完善但仍然在服务工作中出现了差错。在新的一年中我们还要继续增加针对商务客人的服务项目如装订、提供旅游信息、代客订房等等服务。同时也继续将一些总台的工作转给商务中心的员工去做如之前的代客人取消预授权工作等等。当然商务中心的员工也会继续帮助部门做一些文秘的工作。总之要不断合理的增加商务中心员工的工作内容达到各班组之间劳动分配的平衡。至于总机班组在经过了半年的努力之后人员已经趋于稳定。部门也花了不少经历培训总机员工如何接听电话和转接电话的技巧同时部门也将户籍治理这项重要的工作分配给了总机因为就总机的劳动强度和工作量来说也并非饱和。所以将总台的部分工作转交给总机也是部门出于劳动量合理分配的初衷并且户籍治理的工作一旦交给总机去做我们有信心将会做的比以前更加出色。但是由于现在总机地理位置的关系在平时的治理中难免会顾及不到而且因为总机和安全的监控机房仅一门之隔工作中还要兼顾安全工作内容所以在人员流动状况大的情况下培训就自然很难到位了。在此在20××年的改造中希望饭店领导能够考虑到这些实际困难在布局中能够合理安排。 总的来说前厅部在下半年的部门工作中通过不断的调整现在的人员状况基本稳定作为四星级饭店应有的服务项目和服务标准也能够基本达到。并且在和销售部、财务部以及客房部等各部门之间的协作和沟通也是比较愉快的。在新的一年里部门还将延续合理用人、合理用工的一贯思路通过坚持不懈的培训和公平开放的考核机制调动部门全体员工的主观能动性让他们从以前的被动治理思维中解放出来积极主动的将自己的工作不但做好而且出色。同时我也坚信乐乡虽说是老店但凭借已经或将要在硬件上不断的改造和软件上通过注入新鲜血液使得老店迸发出了活力和激情。在即将来临的20××年乐乡饭店一定会以崭新的面貌迎接八方来宾。

第二篇：酒店前厅部工作总结

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, control good cost “ broaden sources of income and reduce expenditure, add close cut down expense “ it 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: “Want downstage guest only, we want method lets guest take up one’s quarters “ tenet, strive for more live entering to lead.