1:? In view of the user complaints caused by the service attitude of our office, I think that as the marketing center of Qinhuai Yuhua and the central office of the company, it should play a benchmark role and set an example for other business halls. Our office has held a special meeting to seriously reflect on this matter, and now the rectification measures are reported as follows:
(1) All employees should further enhance their sense of service, actively respond to customers' needs, and never turn a blind eye to problems. Smile service, satisfied 100? , service training, let everyone satisfied, let everyone * * * satisfied. In case of service attitude complaints, in addition to deducting points according to the assessment requirements, the responsible person must make rectification in the business hall meeting. If there are two complaints about service attitude in the current month, they will be included in the employee growth file in addition to the assessment.
(2) Require all employees to speak with one voice, earnestly implement the responsibility system of first inquiry, be positive and enthusiastic, and not shirk, refuse, prevaricate customers or delay the processing time under any excuse. If you are ambiguous, you must consult the team leader, so that you can't answer blindly at will, avoid the problem of buck passing in the process of providing services to customers, and constantly improve services and quality.
(3) The manager on duty must conduct on-site management in the lobby, effectively coordinate personnel, equipment and materials, handle customer complaints at the first time, appease customers, and guide them to the customer reception room for handling when necessary.
(4) The salesperson involved in the service attitude problem on that day will be deducted 5 points in the assessment, and the site manager will be deducted 5 points in the joint assessment on that day. The manager made a written examination because he didn't come that day.
Chapter II: In order to further improve the level of citizen service, gradually improve the citizen service system, effectively conform to the people's feelings, improve people's livelihood, and enhance the people's praise of citizen service in our town, this promotion plan is formulated in combination with the reality of our town.
I. Work objectives
Focusing on villages (communities), according to the principle of coordinating functions and reflecting the enjoyment of resources, we will improve public service infrastructure and basic systems by increasing government-led investment, guiding market participants' investment, and attracting extensive participation of social organizations, focusing on sports, education, medical care, employment security, infrastructure and environmental construction, agricultural production services, social management, and living services. Adhere to the work orientation of social fairness and democratic management, pay attention to public participation in appraisal, and realize? So people will let them know and get their support? , actual combat practice? Fully respect the wishes of the masses, do a good job in mass work and safeguard their legitimate rights and interests? , gradually improve? In line with national conditions, relatively complete, covering urban and rural areas, sustainable? The basic public service system, while improving the overall level of community public services and social management, greatly improves the satisfaction of the masses. In 20 14 years, all the evaluation indexes exceeded 90%, which was greatly improved compared with 20 12 years.
Second, the focus of work
(a) to increase publicity, and effectively reflect the work carried out.
Take leaflets, publicity activities and other forms to let the masses know what the government is doing, what it is busy with, what policies it has introduced, especially how the masses can enjoy relevant policies and measures, so that the masses can effectively obtain relevant interests and benefits. Through their own practical experience, the masses deepen their understanding and knowledge of related services, thus correctly answering related questions and improving the satisfaction rate of the masses.
(2) Clean up the weak links and comprehensively improve the level of public services.
Clean up the infrastructure and social management service level of public * * * in our town, find out the weak links, improve the relevant infrastructure and strengthen the social management service team in a targeted manner, and comprehensively improve the service and social management level of public * * * in our town, so that the people can truly enjoy the convenience, quickness and improvement of living conditions brought by public * * * services, and fundamentally improve the satisfaction rate of public * * * services.
1, social security: guide villages (communities) to set up security patrols and strengthen security patrols.
2. Transportation: increase village-level road construction, do a good job in road maintenance, guide social resources to participate in village-level transportation, and solve the situation of less village-level public transportation.
3. Food and drug safety: actively assist relevant departments at the district level and intensify the crackdown on counterfeit and shoddy food.
4. Environmental ecology: Do a good job in dredging the 20 14 Dounong Maoqu, speed up the construction of the first and second phases of Xijiang River, and make overall arrangements for the construction of street lamps and public toilets.
5. Grass-roots organization services: accelerate the construction of comprehensive service stations for residents, increase the propaganda of policies and theories, and provide more convenient services for residents.
6. Cultural and sports activities: coordinate and support sports and fitness facilities in villages (communities), organize more cultural and sports activities, invite the masses to participate extensively, summarize the cultural and sports activities in time, and publicize relevant pictures and contents in the form of exhibition boards.
7. Legal services: Infiltrate legal services into all work and increase the publicity and popularization of legal knowledge.
8. Agricultural science and technology services: guide farmers with distinctive industries or planting plots to set up farmers' professional cooperatives or agricultural associations, and strengthen professional guidance for farmers.
Third, the work measures
(1) Strengthen supervision and dynamic monitoring.
Led by Xu Weidong, member of the Party Committee and deputy mayor of the town, and in charge of the town promotion office, a dynamic steering group for improving service satisfaction rate in Shibantan Town was set up to conduct irregular supervision and monitoring of villages (communities), collect data, conduct dynamic analysis, find problems in time and improve deficiencies.
(two) to develop a long-term mechanism for inspection work.
Formulated the "Shibantan Town 20 14 town and village public * * * service mass satisfaction rate welcome inspection plan". As the contact person, the branch secretary of each village (community) is responsible for the work arrangement of the village (community), and arranges three people who are good at communicating with others, outgoing, modest and familiar with the local situation as the team leader to do a good job in coordination and service.
Chapter 3: xxxxhotel is located in xx Road, the central area of xxX, a top 100 industrial star town in China, with convenient transportation, adjacent to xX and 20 minutes' drive from XX. Set luxury rooms, western restaurant, foot massage center and women's club as a whole, it is a leisure luxury hotel built according to xx star standard. It is a bright pearl on Lianfeng Road in Chang 'an Town, attracting guests from all directions with its unique charm. Dongyi Hotel is located in Qiangxing Town, China. Xxx central area. Xx is located in the southeast bank of the Pearl River Estuary, in the Guangzhou-Shenzhen Golden Regional Economic Zone, bordering Shenzhen Baoan in the southeast and Humen in the west, with unique geographical location and convenient transportation. The hotel integrates food, accommodation, transportation, business and entertainment, and is a leisure luxury hotel built according to xx star standard. Covering an area of xxx square meters, the main building is xxx stories high, the external lighting design is coordinated, the internal garden is small, and the bridges are flowing. Rooms, foot massage and western food are all decorated in Japanese style, with luxurious and elegant style, high fashion and high taste in cultural atmosphere, equipped with international direct dial telephone, broadband network and central air conditioning.
Since it opened on xx, xx, xx, it has been welcomed by guests from all directions, and star-rated hotels and green hotels have been established at the same time. It was awarded the title of "Green Hotel" by China Hotel Association and Provincial Hotel Association, and was also awarded as an employee satisfaction and integrity unit, and the top ten star-rated hotels in the city. Through the joint efforts of management and employees, we have formed a good reputation among guests and the industry, and achieved good economic and social benefits, becoming a leading goose in the local industry.
In order to promote the hotel's own construction and further improve the hotel's management level and service level, the hotel management gradually improved the hotel's management level and service quality according to the requirements of the Provincial Tourism Bureau, actively carried out honest tourism activities, promoted the hotel's star rating first, and carried out star rating first if it met the requirements of star rating first. The star rating work is now reported as follows:
First, the star rating work ideas
What is the goal of the review activity? Meet the standards? , and highlight the characteristics of business hotels as much as possible. First of all, the hotel's facilities, equipment and service items, facilities and equipment maintenance, cleanliness, service quality, service and management system should meet the requirements of star-rated tourist hotels stipulated in gb/t 14308-XX "Classification and Evaluation of Tourist Star Hotels" and "Evaluation Standard of Tourist Star Hotels". Secondly, according to the actual situation of the hotel, we should further create and highlight the characteristics of holidays, improve the visibility and reputation of the hotel, and promote the improvement of holiday economic benefits.
In view of the actual situation of the hotel, the focus of the evaluation activities lies in four aspects. First, improve the awareness of star-rated hotels and high-end hotels, broaden their horizons and carry out modern hotel management awareness training; Second, adjust the layout of some business premises and improve some hardware; Third, further improve the cultural content of the hotel and strive to create a cultural atmosphere of the hotel; The fourth is to standardize the service process, realize process reengineering and effectively improve the service level.
What is the focus of the hotel's work in the process of welcoming the star rating? Improve visibility, optimize hardware, standardize services and highlight culture? Sixteen words summary.
Second, the star rating work.
As a representative business hotel and foreign exchange window in our town, we always consider star brands according to star standards, provide the best service and win the best benefits. In the process of welcoming the star evaluation, we will implement it layer by layer according to the star evaluation standard and the visit specification, rectify it item by item and promote it as a whole.
(1) Actively mobilize and lay a solid foundation.
According to the star rating requirements of the Provincial Tourism Bureau, a leading group headed by the general manager was set up to ensure the smooth development of all work. There is a star-rated evaluation office to improve and perfect service quality, cleanliness, maintenance and coordination. Insist on not going through the motions, not seeking form, and hope to find problems through inspection and constantly improve. Do a good job of self-evaluation according to the Classification and Evaluation of Tourist Hotel Stars gb/t 14308-XX and the Evaluation Standard of Tourist Stars to ensure the implementation of departmental responsibilities and the time for rectification. The problems found in the self-inspection have not been completely rectified and implemented. We require all departments to formulate corresponding rectification measures and completion plans, and continue to check within the planned completion time to ensure that each unqualified project is comprehensively rectified.
(2) Strengthen maintenance and optimize hardware.
1, pay attention to indoor garden design and create an elegant and warm holiday environment. Hotel gardens are our potential wealth, so we pay attention to the adjustment, maintenance and maintenance of indoor gardens and environment in order to seek the best effect. In terms of health management, departments and teams are also responsible for the implementation at different levels. Is this a requirement? Diligence? And then what? How are you? Two words.
2, do a good job in the maintenance of facilities and equipment. In daily work, we should adhere to the principle of coordination between departmental maintenance and engineering personnel's guidance and maintenance. Among the engineers, we also undertake water and electricity distribution, room air conditioning, electrical appliances, furniture, sanitary ware, wall ceiling and so on. Carry out maintenance and repair to ensure normal operation and service quality.
(3) Strengthen training and standardize services.
1. Continuously strengthen business training and improve service quality. Combined with the star rating work, the star rating standards and visit specifications are distributed to all departments, and all departments are required to make star rating plans according to their own overall situation. According to the software standard of star rating, organize the study and improvement of star rating knowledge, and invite experts to conduct unified training on employee handbook, code of conduct, gfd, courtesy and fire safety for all employees. Conduct classified training on service skills, attendance system and operation specifications. Good results have been achieved in establishing the hotel awareness of all staff and comprehensively improving service skills and service quality.
2, strict examination and supervision and training consciousness, to ensure the star service level. According to the responsibilities and attendance of the department and the quality inspection of employees' violation of discipline or outstanding deeds, they will be assessed and severely rewarded and punished. According to service standards, job responsibilities and personnel training content, employees are assessed by combining written examination, practical operation and quality inspection. We also adopt various flexible thinking assessment methods, establish employees' professionalism and self-awareness, cultivate employees' love, carefulness, carefulness and patience, and urge employees to consciously follow the principle of standardized service, so as to be cordial, proactive, polite, enthusiastic, efficient, beautiful and serve to the end, thus winning wide acclaim from guests.
3. Enhance safety awareness, improve safety facilities and formulate safety measures to ensure the safety of guests. We regularly train employees on fire fighting and other safety knowledge; Floor fire extinguishers, exit lights and emergency lights are added, and people are strictly required not to leave their posts, and they should be careful and take precautions; Strictly require security personnel to conduct all-round patrol control; We also re-established the voluntary fire safety team according to the actual situation. While providing good service, the hotel has added protective facilities, set up warning signs and posted warning signs for outdoor projects to strengthen and ensure the safety of guests.
(4) create an atmosphere and highlight culture.
With the continuous development of hotel industry, the competition between hotels has developed from tangible product competition and intangible service competition to higher level and higher grade cultural competition. In order to further enhance the hotel's market image, according to the hotel's geographical conditions and cultural background, the hotel is characterized by promoting local culture, building a distinctive hotel culture, creating a good corporate culture atmosphere and establishing a good social image.
1, launch a cultural fashion brand. The indoor garden has a small view and a small bridge running water. Rooms, foot massage and western food are decorated in Japanese style, luxurious and elegant, fashionable and advanced, with high taste in cultural atmosphere, and the integration of Chinese and foreign cultures enhances cultural connotation. A number of related art paintings have been produced indoors, and flowers and artistic sculptures have been carefully arranged in the lobby desk, corridor and corner of the hall, which makes the hotel show its unique culture everywhere, and combines Japanese decoration style to strengthen the cultural characteristics of the hotel.
2. Make articles that deeply understand bamboo culture and carry forward its characteristics. We use bamboo as an important material in interior decoration, and the patterns inlaid with bamboo roots and bamboo whips are ethereal and beautiful; Bamboo arch bridge, furniture, bamboo carving and bamboo weaving crafts are elegant and generous. It embodies the bamboo cultural characteristics and ecological protection concept of the hotel.
(5) Save energy and reduce consumption, and protect the environment.
Which hotel are you going to? Create green hotels and ecological homes? For the purpose of environmental protection and business philosophy, we will make every effort to create a green home. Advocate the reuse of commodities and actively save energy and reduce consumption; Set up smoke-free areas to recycle waste; Implement the green management project in all directions. At the same time, using scientific and reasonable methods to save energy consumption and reduce costs, the hotel's energy management, facilities and equipment management and maintenance work always focus on the goal of increasing revenue and reducing expenditure, improve energy measurement, establish energy consumption files, and report energy consumption in time. In order to tap the potential of energy saving, the energy of the hotel is managed in a planned way, and some facilities beneficial to accounting are installed for the operation of water, electricity, gas and oil, which effectively saves and controls the consumption of materials, improves the economic benefits of the hotel and embodies the social responsibility of the hotel.
Over the years, with the care and support of provincial and municipal tourism departments and all walks of life, the hotel has gradually become a hotel with mature personality, outstanding characteristics, stable quality and outstanding brand after market tempering. We have accumulated experience in hardware facilities investment, standardized management, improving service quality, marketing, cost control and human resources development, and achieved obvious economic and social benefits. It has made certain contributions to local politics, economy and culture. Of course, we are still a developing hotel, not very mature, and the service quality is not satisfactory. I hope provincial and municipal leaders will give us guidance and improvement, so that we can maintain the star level with higher standards and higher requirements and write a new chapter for local tourism.
Article 4:? First, participate in the mass line education practice activities.
Since the practice of mass line education was carried out, I have actively participated in the study and seriously searched for problems according to the arrangement in the college. In terms of study, I attended both the police study meeting organized by the unit and the departmental group study meeting on time, and I was not absent. In addition to collective study, individuals also insist on self-study. After the study, write your own thoughts and experiences in time. While persisting in learning, I also pay attention to the requirements, find out the problems and deficiencies in my actual work and personal thoughts, and strive to correct my style.
Second, the self-examination situation.
I checked myself against the work style required by the college, and I think I did a good job on the whole. First, the concept of obeying the overall situation is good, the overall situation consciousness is strong, and better and more cooperation has been carried out with comrades in the work. No matter what our duties are, as long as there are tasks, as long as it is conducive to our work and the development of procuratorial work, we all think in one place and work hard in one place. Second, do a good job of unity and give full play to the spirit of unity and cooperation. I have always regarded unity as one of the important requirements of my personal work. I don't do anything that is not conducive to unity, and I don't say anything that is not conducive to unity, and I safeguard the image of procuratorial police officers. Third, in the usual work style, individuals also do better and pay more attention to work discipline. Since I joined the work, I have formed the habit of not being late or leaving early, and I have to arrive early for work. When I arrived at the office, I worked hard and didn't leave my post without authorization.
Fourth, strong sense of responsibility and good mental state. I have always had a belief that I am not willing to lag behind. I will try my best to do my job well, and everything I have done has been affirmed by the leaders. Fifth, you can constantly enrich yourself and strive to improve your work skills and efficiency. In my work and life, I can keep studying and try not to fall behind.
Of course, compared with the increasingly high job requirements and the constantly developing situation, individuals still have some problems and deficiencies. One is the limitation of one's ability and knowledge. In the face of new situations and new tasks, sometimes I feel overwhelmed, unable to take the initiative to attack, and can only respond passively. For example, as a system administrator, I didn't consider all kinds of problems and difficulties, didn't have enough psychological preparation, didn't solve all kinds of operation and maintenance problems in the operation of unified business software in time, and didn't communicate enough with the case management department and various business departments. At present, we are trying to solve the problem of document display and printing in the electronic seal library, and track the operation process of self-investigation cases.
Third, the reasons for the problems
1, thinking can't keep up with the situation, regardless of the overall political situation. In theoretical study, we did not insist on combining theory with practice well, and strived to transform the subjective world, so as to firmly establish the belief of fighting for the cause of the party and the people, so there were ideological deviations. 2. Lack of reflection on ideological understanding. I always feel that I should do my job well, as long as I don't violate discipline and make mistakes, and I don't want to succeed in my work, but I don't want to be too hard, just want to get by and lack initiative. Satisfied with the tasks assigned by the leaders, not enough research on how to carry out the work in a pioneering way, and not considering the problem from the perspective of leadership and politics.
Fourth, the future rectification measures
1. Improve political and professional quality through study and education. Seriously study and profoundly understand the spiritual essence of the documents and materials related to the Party's mass line education and practice activities, grasp the spiritual points, and improve the theoretical quality and ideological and political level. Study hard political theory and professional knowledge, lay a solid foundation, broaden your horizons, strengthen your beliefs and improve your quality. Education and study are lifelong things, and you can't relax at any time. In the future, I will carefully study and read relevant key documents, further enhance the concept of discipline, enhance the sense of discipline, consciously strengthen the exercise of party spirit, and achieve self-respect, introspection, self-alarm and self-motivation.
2, aggressive, improve the level of work. We should constantly improve our understanding of the importance and urgency of learning business knowledge, consciously study business hard, strive to improve our working ability, consult leaders and colleagues, blaze new trails, take the initiative, flexibly use reasonable methods and measures, carry out work, deal with problems, and improve our working ability to a new level. Through continuous study and exercise, I strive to improve my ability to deal with practical problems; We should pay attention to methods, pay attention to reality, and strengthen our working ability and self-cultivation.
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