Five Work Plans of Lobby Manager (1)
As a lobby manager of a hotel, my burden is the heaviest. I should not only do a good job in any lobby of the hotel, but also not have any bad debts. Besides, the development of the whole hotel has a lot to do with me. As a powerful person in the hotel, I always pay attention to establishing good relations with every colleague and employee. It must be like this to be a good leader.
Of course, the most important thing is to pay attention to the company's lobbying. The lobby problem is the heart of the whole company everywhere, and it is the most important. We can't be careless. Once there is carelessness, the company can only face bankruptcy, and the importance of lobbying is needless to say.
I have been a lobby manager for some years, and the hotel has never had lobby problems, so my work has always been easier to do and my reputation in the company is high. Because as long as there is no problem in the company lobby, it is more important to pay employees in time than to say 10 thousand good words. I have always adhered to this principle and always done so. I believe this is correct.
My one-year lobby plan has come, which is particularly important for the hotel's one-year development. I can do it every year, and this year is no exception.
The lobby plan is the systematization and concretization of the business objectives determined by the lobby forecast, and it is also the basis for controlling the revenue and expenditure activities of the lobby and analyzing the business results. The lobby plan itself is to use scientific technical means and mathematical methods to comprehensively balance objectives, formulate major planning indicators, formulate measures to increase production and reduce expenditure, and coordinate various planning indicators. It is a necessary link to implement hotel objectives and guarantee measures.
The lobby plan compiled by the hotel mainly includes: financing plan, fixed assets increase and decrease and depreciation plan, current assets and their turnover plan, cost plan, profit and profit distribution plan, foreign investment plan, etc. Each plan consists of many lobby indicators, which are the targets of all lobby activities during the plan period. In order to achieve these goals, the lobby plan must also list the main management measures to ensure the completion of the plan.
To prepare the lobby plan, we should do the following work.
(A) analysis of subjective and objective reasons, overall planning indicators.
Investigate the operation situation of that year, analyze the whole operation situation, the current competition situation and other factors related to the determined business objectives, and formulate the main planning indicators according to the principle of overall economic benefits of the hotel.
(2) Coordinate manpower, material resources and financial resources and implement measures to increase production and save money.
It is necessary to reasonably arrange manpower, material resources and financial resources to meet the requirements of business objectives; In terms of financial balance, it is necessary to organize the balance between the use of funds and the source of funds, and the balance between lobbying expenses and lobbying income. We should also try our best to tap the internal potential of the hotel, put forward requirements for the business activities of all departments of the hotel from the perspective of improving economic benefits, formulate measures to increase production and save money for all departments, and formulate and revise various quotas to ensure the implementation of planned indicators.
(three) the preparation of the schedule, coordinate the indicators of the plan
With the business objectives as the core and the average advanced quota as the basis, calculate the planned indicators such as capital occupation, cost and expense profit. During the planning of the hotel, the lobby schedule is prepared to check whether the relevant planning indicators are closely connected and coordinated.
This is my work plan for this year. I have made a plan for the company lobby. I believe there will be no problem in the company lobby for a year. Under the premise of the financial crisis, the operation of the hotel has also been greatly troubled, which requires every company's employees to be serious and responsible, and actively strive to make their due contributions to the company's survival.
To tell the truth, being a lobby manager of a hotel is totally incompetent with my personal ability. I rely on more efforts than others and the help of my colleagues and employees. This is also the reason why I want to have a good relationship with my colleagues and employees. Stupid birds fly first, and the early bird catches the worm. I did all this through hard work.
This is my work plan for one year. If you have different opinions, please communicate with me in time, and I will seriously correct them.
Five Work Plans of Lobby Manager (2)
Under the leadership of the leaders, the Lobby Manager Wolves Team was established, and I was fortunate to be one of them. As one of them, I have the following work plan for my work;
1. All business indicators issued by branches in the second quarter should be completed before the end of June.
First of all, collect customers, establish customer data, and classify excellent customers (from high to low, by birthday).
All kinds of inappropriate phenomena in the lobby should be corrected at the first time, which will make a qualitative change in our business hall.
Check before business, and always pay attention to the cleanliness and beauty of vouchers, publicity materials, billboards, customer opinion forms and office supplies (such as business cards, product introductions, forms, etc.) in the outlets during business. If you find any expired notices or promotional materials, you should delete them immediately. We should pay attention to customers' feelings about our bank, such as the volume of pagers and the temperature of air conditioners, and improve various facilities and services from customers' feelings to improve customer experience.
3. Pay close attention to the quality of service, take the World Expo as an opportunity to nip user complaints in the bud and realize zero complaints.
Always pay attention to the mood and behavior changes of customers waiting in the lobby, and maintain business order and customer queuing order. When a customer is found to be impatient or even noisy, the lobby service should ask at the first time to calm the customer's emotions and solve the customer's problems within the scope of duties. For individual customers who are too excited, they should be quickly guided to the reception room or other secluded places, patiently listen to and solve customers' problems, and no one complains about customers.
4. As a bridge between the counter and the director, arrange the counter reasonably.
Attention should be paid to coordinating tellers and hall staff, improving cohesion and exerting team spirit. As for those stationed personnel, first of all, don't treat them as outsiders, but as our own, try to recommend some good customers to them, respect and care for them at ordinary times, and create a good working platform for them to achieve a win-win situation.
Five Work Plans of Lobby Manager (3)
With the cordial care and strong coordination of the Finance Department of the Head Office and the strong support of 65,438+00 tier-one branches in Shandong, Fujian and Dalian, 0/00 outstanding frontline staff of the Bank/KLOC went to the eastern branch for a 10-day study experience, and I am very honored to be one of them. The provincial branch has formed a team from 10 different secondary banks. 10 day, we go from scratch, from scratch, from scratch, from scratch, from scratch, from scratch, from scratch, from scratch, from scratch, from scratch, from scratch, from scratch, from scratch, from scratch. On the first day, accompanied by the leaders of Dalian Branch, we visited their transformed outlets. In the spacious and bright hall, the leaders of various outlets introduced us to the establishment of spiritual wall, flexible scheduling of outlets, business processes, performance appraisal and so on. The next day, I began to go to the outlets to experience learning. At first, I came to 129 branch with anxiety. Although I am also a lobby manager, I can be a lobby manager in Dalian, but I have no idea. After the business started, I gradually entered the role, carefully received every customer, understood the customer's needs, guided customers to use self-service equipment to maintain order in the hall, and solved the problems raised by customers.
After this short study, I deeply feel that the branch transformation of Dalian Branch is very effective. They have a complete system, powerful business processing system, perfect hardware facilities and reasonable human resource allocation. At the same time, they also deeply understand the gap between us and Dalian branch. Being a lobby manager in Dalian branch is quite profound for me.
First, there are no perfect individuals, only perfect teams.
In this study, I deeply realized that "there is no perfect individual, only a perfect team", and each of us has limited ability. Only when we combine organically and give full play to our abilities can we achieve the same goal. In this study, I deeply realized that the lobby manager is the key to "the transformation of outlets and the success of the lobby" When customers come to outlets, the lobby manager is the first person to receive customers. His professional image, mental outlook, professional quality and service attitude determine customers' first impression of CCB. In this study, I deeply realized that the lobby manager must master and be familiar with our products in order to have a comprehensive business. The lobby manager should not only accept customers' consultation at any time, but also take the initiative to identify customers, tap customers, market customers and guide customers to divert customers, tap customers through their clothes and speeches, and then market our products.
Second, fully tap the potential of the lobby and do differentiated marketing.
How to tap high-quality customers and retain old customers is one of the keys to expanding business. In the course of our research, the trip to Dalian was conducted according to the age, gender, occupation, income and education level of each customer. Market segmentation, according to the different needs of customers in different market segments, provide differentiated convenience services and supporting services, so as to achieve high quality and no difference. Making full use of the lobby to promote new products will get twice the result with half the effort. For new customers who come into contact with the bank for the first time, we should actively and enthusiastically introduce the types and methods of services, be a good customer financial consultant in time, do every business accurately and quickly, and leave a good impression on customers. The most important thing is that the lobby should fully discover potential customers, seize the marketing opportunities in the lobby, and take corresponding marketing countermeasures, actively guide and recommend, which will certainly produce good results.
Third, there are only different services and no different customers.
"80% profit comes from 20% customers", and the "28" theory of bank management once made many banks shift their service focus to a few vip customers, and once ignored the counter service for ordinary customers. No matter the leaders or employees in bank of dalian, they dare to ignore every ordinary customer. "It is not difficult to imagine that this 80% customer service satisfaction has a decisive impact on the reputation of the bank. In addition, ordinary customers may also have the opportunity to bring vip customers or become vip customers. In my opinion, although ordinary customers can not bring great immediate economic benefits for the time being, in the long run, they will bring social benefits and potential economic benefits through service accumulation. When a customer requests priority for emergency business, the lobby manager generally adopts two ways: first, after obtaining the consent of the customer, explain the reasons to other customers in front, arrange priority after obtaining the consent, and thank the customers who give way; The second is to arrange customers to handle business at the vip counter.
Fourth, only unlimited intentions can lead to customer loyalty.
After studying, I deeply realized that the difference between vip and ordinary customers is mainly reflected in the difference in hardware facilities and service connotation. When serving vip, customers can directly use the vip window specially opened for them, which is specially served by personal financial managers and excellent tellers.
At the same time, I also realized in practice that the experience of personal financial center is very incisive: vip service is characterized by three services aimed at customer needs: understanding the market, timely and accurate information service; Tap demand, meticulous and thoughtful financial services; Expert services meet the income and maintain and increase the value.
This activity has brought me great inspiration. As a lobby manager, I have to face various customers and solve various problems every day. I must have the ability of crisis management and relationship coordination, and master all kinds of professional knowledge. Through this activity, I will bring the experience I learned from my trip to Dalian to our trip to Longnan, so that we can do better in the future.
The lobby manager's five work plans (4)
First of all, I would like to thank the leader for giving me a development platform and letting me work in the store for one year. As the lobby manager, I am directly responsible for the normal operation of the lobby. On behalf of the administrative manager, I accept customer complaints and actively adopt and solve some suggestions and opinions fed back by customers, laying a good foundation for the future development of the store.
There is an excellent management team here, which has created huge economic benefits for the company, and at the same time realized and realized its own problems and shortcomings:
1. The front desk is understaffed, and it is difficult to recruit, employ and retain people.
2. The front desk staff are all new employees, and their basic business knowledge and skills are still lacking.
3. Lack of enthusiasm and initiative in service, let alone advanced service consciousness.
4. Unreasonable placement of articles and tools in the front hall has potential safety hazards and problems affecting the hall environment.
5, some equipment aging or even broken, not updated and maintained in time.
Due to the above reasons, some customers have had unpleasant dining experiences, even lost, and their business is getting lighter and lighter. In view of the above problems, this year's work plan is formulated:
First, stabilize the labor force and reduce the mobility of employees.
Good employees are not managed, but brought out. The front office management should recognize its own identity, put itself in a correct position, be self-disciplined in the work, establish its own image in front of employees in everything, and let employees feel that you are a trustworthy leader and a respectable leader. Pay more attention to them in life, treat employees as your brothers and sisters, often talk with them, listen to their voices, understand their thoughts, control the state of employees in time, help them solve problems and difficulties in time, and prevent employees from being passive when problems arise.
Second, strengthen business training and improve the quality of employees.
As the front desk of a hotel, every employee has to face all kinds of guests directly. Their working attitude and service quality reflect the service level, management level and grade of a hotel. Therefore, employee training is the focus of the work, and the training content mainly includes three aspects:
1, service knowledge and basic business skills of front office staff.
2, the front office staff's professional ability and advanced service consciousness.
3. The work concept of the front desk staff.
Third, instill it in employees? Open source and reduce expenditure, increase revenue and reduce expenditure? Awareness, cost control.
The front desk office supplies and tools are people-oriented, and the responsibility lies with people. Accommodation staff urge to save water and electricity, control office supplies, and make good use of every piece of paper and pen. Through these controls, the front desk will make due contributions to our income.
Fourth, pay attention to the coordination between departments.
Hotel is a team, and the coordination between departments is very important. The front hall is the central department of the hotel and has a close relationship with the kitchen. If you have any problems, you should take the initiative to coordinate with the department to avoid things getting worse, because everyone's purpose is for our store.
Five, the front office hardware facilities maintenance
Check the normal operation of the equipment at any time. If there is any fault or damage, solve it in time. If you can't solve it yourself, report it to the relevant functional departments for maintenance and replacement in time.
Sixth, strengthen marketing and publicity.
I am very glad that the head office cooperated with dozens of well-known media in marketing and publicity, which brought great support and customers to our store. In this year, I want to make full use of our strength and resources to strengthen promotion and publicity, such as using the information of old customers and the phone numbers left by customers to carry out SMS promotion activities.
The above is my immature work plan this year. I hope the leaders will correct me if there are any shortcomings!
The lobby manager's five work plans (5)
As a lobby manager, you should first have a deep understanding of postal services. The key customer center will regularly organize postal business study, aiming to become a marketing expert who can accept the company's instructions to negotiate with key customers at any time, actively participate in business lectures of various professional bureaus, maintain high communication with various professional bureaus, and continuously improve their business quality.
As a lobby manager of a hotel, my burden is the heaviest. I should not only do a good job in any lobby of the hotel, but also not have any bad debts. The development of the whole hotel has a lot to do with me. As a powerful person in the hotel, I always pay attention to establishing good relations with every colleague and employee. It is impossible to be cold at the top, so be a good leader.
Of course, the most important thing is to pay attention to the company's lobbying. The lobby problem is the heart of the whole company everywhere, and it is the most important. We can't be careless. Once there is carelessness, the company can only face bankruptcy, and the importance of lobbying is needless to say.
At least once a day, the major hazard sources on the construction site shall be inspected, and the potential safety hazards found in the inspection shall be tracked until they are rectified and eliminated.
A training plan is being made. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;
I have been a lobby manager for some years, and the hotel has never had lobby problems, so my work has always been easier to do and my reputation in the company is high. Because as long as there is no problem in the company lobby, it is more important to pay employees in time than to say 10 thousand good words. I have always adhered to this principle and always done so. I believe this is correct.
At the beginning of xxxx, xxxx property department decided this year as? Xxxx culture year? , xxxx year 65438+1October 10, xxxx property management department cooperated with the park owners and successfully held it? Xxxx night? The Spring Festival Friendship Association, through this activity, deepened the feelings between the property department and the owners. The majority of owners spoke highly of this, which not only enriched the cultural life of the park, but also enhanced the property image. On the occasion of resigning the old year and welcoming the new year, the majority of owners are right? 20xxxxxx Culture Month? Full of hope and active participation. At present, more than 50 works of calligraphy, painting, prose, poetry, photography and creative pasting have been received, and many people have signed up for the New Year's ball. A good cultural atmosphere is conducive to resolving contradictions, establishing friendship, unity and cooperation between property management departments and owners, and achieving a win-win situation. At present, our property department is actively preparing? 20xx Spring Festival ball? Activities.
Strengthen the supervision and management of commodity quality and price of buyers in Zhengzhou; As far as possible, improve the survival rate of seafood delivered by Zhengzhou, improve the quality of seasonings and frozen products often produced in Zhengzhou, ensure that they do not deteriorate, and improve the work efficiency of Zhengzhou buyers.
My one-year lobby plan has come, which is particularly important for the hotel's one-year development. I can do it every year, and this year is no exception.
The lobby plan is the systematization and concretization of the business objectives determined by the lobby forecast, and it is also the basis for controlling the revenue and expenditure activities of the lobby and analyzing the business results. The lobby plan itself is to use scientific technical means and mathematical methods to comprehensively balance objectives, formulate major planning indicators, formulate measures to increase production and reduce expenditure, and coordinate various planning indicators. It is a necessary link to implement hotel objectives and guarantee measures.
(4) Close cooperation between front and back office. Lack of team spirit in any work will definitely affect the business development of the whole unit, which is the case in our unit at present? Sweep the snow in front of the door? Phenomenon. I think there are two reasons for this phenomenon: one is the mentality of employees, and the other is the decision of management. For example, in the process of lending, the efficiency of examination and approval is low, and the role of each position cannot be effectively played. I think that under the condition of ensuring the separation of examination and loan, each post should perform its own duties and be closely linked. In employing people, we should do our best to make the workflow run efficiently.
The lobby plan compiled by the hotel mainly includes: financing plan, fixed assets increase and decrease and depreciation plan, current assets and their turnover plan, cost plan, profit and profit distribution plan, foreign investment plan, etc. Each plan consists of many lobby indicators, which are the targets of all lobby activities during the plan period. In order to achieve these goals, the lobby plan must also list the main management measures to ensure the completion of the plan.
To prepare the lobby plan, we should do the following work.
(A) analysis of subjective and objective reasons, overall planning indicators.
Look at the business situation of that year, analyze the whole business situation, the current competitive situation and other factors related to the determined business objectives, and work out the main planning indicators according to the principle of overall economic benefits of the hotel.
(2) Coordinate manpower, material resources and financial resources and implement measures to increase production and save money.
It is necessary to reasonably arrange manpower, material resources and financial resources to meet the requirements of business objectives; In terms of financial balance, it is necessary to organize the balance between the use of funds and the source of funds, and the balance between lobbying expenses and lobbying income. We should also try our best to tap the internal potential of the hotel, put forward requirements for the business activities of all departments of the hotel from the perspective of improving economic benefits, formulate measures to increase production and save money for all departments, and formulate and revise various quotas to ensure the implementation of planned indicators.
(three) the preparation of the schedule, coordinate the indicators of the plan
With the business objectives as the core and the average advanced quota as the basis, calculate the planned indicators such as capital occupation, cost and expense profit. During the planning of the hotel, the lobby schedule is prepared to check whether the relevant planning indicators are closely connected and coordinated.
This is my work plan for this year. I have made a plan for the company lobby. I believe there will be no problem in the company lobby for a year. Under the premise of the financial crisis, the operation of the hotel has also been greatly troubled, which requires every company's employees to be serious and responsible, and actively strive to make their due contributions to the company's survival.
To tell the truth, being a lobby manager of a hotel is totally incompetent with my personal ability. I rely on more efforts than others and the help of my colleagues and employees. This is also the reason why I want to have a good relationship with my colleagues and employees. Stupid birds fly first, and the early bird catches the worm. I did all this through hard work.
This is my work plan for one year. If you have different opinions, please communicate with me in time, and I will seriously correct them.