【正文】 eporting 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 puter, 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 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 years guest room ine and ine of two years of guest room undertake contrast, housing rate increased % , but ine reduced yuan however, because,main reason is between hotel industry malign contend for unexpectedly bring about average room price to reduce, enter rate increase and ine reductive phenomenon, after watch of guest room overview is 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 plain constantly。3, individual new employee operates inexperience to own job。4, ageing of copycat of business affairs center, copycat result is bad, affect the ine of business affairs center, the duplicate cash ine of center of annual business affairs has yuan only this 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 two years of 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, “ hardware “ ageing “ software “ fill, 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 knownto lower 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 is consummate, service the first “ ministry: Job of antechamber of Xxx date hotel is summed up第五篇：酒店前廳規(guī)章制度前 廳 規(guī) 章 制 度為了加強(qiáng)與規(guī)范前廳管理，切實(shí)把前廳服務(wù)提升到一個(gè)新的水平，各項(xiàng)工作能順利進(jìn)行，制定制度如下：誠實(shí)是員工必須遵守的道德規(guī)范，以誠實(shí)的態(tài)度對待工作是每位同事必須遵守的規(guī)章制度；同事之間團(tuán)結(jié)協(xié)作、互相尊重、諒解是搞好一切工作的基礎(chǔ)；以工作為重、按時(shí)、按質(zhì)、按量完成工作任務(wù)是每位同事應(yīng)盡的職責(zé)。一、考 勤 制 度簽到：每遲到、早退累計(jì)超過30分鐘，按扣除次月休假半天的標(biāo)準(zhǔn)累計(jì)扣除休假時(shí)間。無故曠工1天，按2天/曠工標(biāo)準(zhǔn)扣除工資；無故曠工2天除扣除相應(yīng)處罰工資外，另處以嚴(yán)重警告，并取消次月全部休假；無故曠工3天，除扣除相應(yīng)處罰工資外予以辭退并處罰金200元。事假、調(diào)班、換班，均須至少提前一天通知部門并說明原因，并按1天、2天、3天及以上為標(biāo)準(zhǔn)，分別要求大副、銷售總監(jiān)、辦公室主任、總經(jīng)理為最終審批管理者，未經(jīng)審批通過的各類缺勤現(xiàn)象均按曠工計(jì)；不得私自調(diào)、換班時(shí)間，如果確有需要必須事前申請，每人每月調(diào)班不得超過2次；二、儀 容 儀 表員工上班時(shí)間必須按山莊規(guī)定統(tǒng)一著裝，并按指定位置佩工牌，工服必須干凈整齊。工裝衣扣如有缺失，必須盡快補(bǔ)齊。男員工不留長發(fā)、胡須、鬢角，頭發(fā)前不蓋眉，側(cè)不過耳，后不超領(lǐng)；女員工留長發(fā)者要盤起并用發(fā)夾夾好，不得披散，頭上不得夾飾物。員工應(yīng)勤修指甲，不留長指甲，不涂彩色指甲油，除手表、訂婚戒指、結(jié)婚戒指外不得戴任何飾物。女員工要保持淡雅清妝，不使用濃味的化妝品（必須每天化妝后上崗），上班前不吃帶異味的食品。三、行 為 舉 止員工站立行姿勢要端正、得體；員工在大堂、院內(nèi)遇見客人要靠右，要問好，或止步讓行，迎客走在前側(cè)，送客走在后側(cè)；員工為客人引路時(shí)應(yīng)走在客人的前側(cè)，手心微向上，五指并攏前伸，與客人保持一定的距離；員工在院內(nèi)行走不得高聲喧嘩或放聲大笑，更不得嬉戲打鬧；不得邊走邊吃東西或亂扔果皮紙屑等雜物，不得在崗位吃東西；四、禮 貌 禮 節(jié)員工在酒店任何地方碰見客人都應(yīng)主動(dòng)跟客人打招呼說：“您好！”或點(diǎn)頭微笑致意；門迎、前廳接待人員應(yīng)在客人到達(dá)第一時(shí)間向客人致歡迎語：“歡迎光臨”，在客人離店時(shí)致告別語：“您走好，歡迎下次光臨”；任何員工對客人的詢問都是第一責(zé)任人，有義務(wù)耐心為客人解答，使用禮貌用語；結(jié)賬后、預(yù)訂后、送行時(shí)必須使用邀請用語：“您走好，歡迎下次再來”、“期待您的光臨”等。五、勞 動(dòng) 紀(jì) 律當(dāng)班時(shí)間總臺(tái)人員休息時(shí)間為15分鐘/小時(shí)，在崗時(shí)不得做與工作無關(guān)的事；上班時(shí)間不得玩手機(jī)、電腦、游戲等；未經(jīng)上級(jí)允許，不得無故缺席各種會(huì)議；各崗人員必須保證工作區(qū)間整潔衛(wèi)生，各類公、私物資按要求放置在規(guī)定的位置，不得隨意擺放；未經(jīng)允許，不得私自使用客用物資；工作時(shí)間不得無故竄崗、擅離職守；嚴(yán)格按規(guī)定時(shí)間用餐，除用餐時(shí)間外，不得在當(dāng)值期間吃東西；嚴(yán)禁在辦公場所大聲喧嘩、打鬧、追逐、嬉戲，違者扣5分；衛(wèi)生工作必須一班一清，管理人員將班前檢查一次衛(wèi)生、交接班時(shí)再檢查一次；不準(zhǔn)帶情緒上班，班中不準(zhǔn)無精打采，要為客人提供微笑服務(wù)；2上班時(shí)間對客服務(wù)嚴(yán)禁講方言。